Consumer complaint received 2018-09-30
Company: CITIBANK, N.A.
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
This case began with the inability of Citicard AAdvantage to receive a payment from my XXXX XXXX account Citicard 's system did not accept ACH payment info from XXXX XXXX XXXX XXXX XXXX account. I was supposed to receive XXXX  AAdvantage miles for opening the account and spending {$3000.00} within six months after opening it. When I called Citicard about the issue and talked to an agent named XXXX, I was promised the XXXX miles, recision of late payment and interest charges, that no info affecting my credit score would be transmitted to credit reporting agencies and that I would receive documentation of all calls and correspondence with Citicard. Citicard broke every promise made by its agent. I have repeatedly faxed multiple offices of Citicard and received no reply. Correspondence, including online chat with another Citicard representative, is pasted below. 


To the attention of Citicard Presidents Office and Subpoena Compliance Dept : XX/XX/XXXX I have already sent this message to XXXX XXXX XXXX XXXX and XXXX XXXX XXXX and received no reply. 
In response to the XXXX XXXX signed letter I received, I sent this message to XXXX XXXX via XXXX as well. The text of my chat with XXXX on XX/XX/XXXX follows below my letter. 

I wish to pay my bill. I will once Citicard delivers what XXXX promised me on XX/XX/XXXX. 

Yours truly, XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX number : answers in EST +7 hours time zone ) XXXX XX/XX/XXXX I wish to pay my Citicard bill after Citicard responds in writing to this message. 
Cardmember : XXXX XXXX Account Ending In : XXXX Member Since : XXXX Message for XXXX, senior advisor : Please provide in writing what you promised on our call before I left on my trip on XX/XX/XXXX : 1. XXXX  miles in my AAdvantage account XXXX 2. Citicard will remove all penalties, late fees and finance charges. 
3. Citicard will transmit no data about this case to XXXX, XXXX  and XXXX  or other credit reporting agencies. As an XXXX resident living under the protection of the GDPR, I control where my data goes, not Citicard. 
4. Citicard will provide me with all notes taken about this case and the audio files of recorded conversations. I am an XXXX resident ( XXXX ) and under XXXX law have the right to my data. The XXXX 's General Data Protection Regulation ( GDPR ) takes effect on XX/XX/XXXX. If Citicard does not resolve this case with me before then, I will submit it to the XXXX Data Protection Office in XXXX for resolution. 
5. I have spent about 5-6 hours on this case, attempting to pay on XXXX and XX/XX/XXXX, XX/XX/XXXX. I will deduct the value of my time from the amount due. I invoice my time at XXXX euros/hour and have invoices and payments from clients to prove it. 

I will deal with nobody at Citicard except for XXXX, the senior advisor I talked to on XX/XX/XXXX, or another senior advisor. 

XXXX truly, XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX  number : answers in EST +7 hours time zone ) XXXX You are now chatting with XXXX. 

XXXX at XXXX, XX/XX/XXXX : XXXX XXXX! My name is XXXX and I am a Citibank Client Resolution Specialist. My Operator ID is XXXX. Thank you for logging on today and being a valued customer with us. How may I help you? 
You at XXXX, XX/XX/XXXX : Please acknowledge receipt of this document : XX/XX/XXXX I wish to pay my Citicard bill after Citicard responds in writing to this message. XXXX : XXXX XXXX Account Ending In : XXXX Member Since : XXXX Message for XXXX, senior advisor : Please provide in writing what you promised on our call before I left on my trip on XX/XX/XXXX : 1. XXXX  miles in my AAdvantage account XXXX 2. Citicard will remove all penalties, late fees and finance charges. 3. Citi card will not transmit data about this case to XXXX, XXXX  and XXXX  or other credit reporting agencies. 4. Citicard will provide me with all notes taken about this case and the audio files of recorded conversations. I am an XXXX resident ( XXXX ) and under XXXX law have the right to my data. The XXXX 's General Data Protection Regulation ( GDPR ) takes effect on XX/XX/XXXX. If Citicard does not resolve this case with me before then, I will submit it to the regulator in XXXX for resolution. 5. I have spent about 5-6 hours on this case, attempting to pay on XXXX and XX/XX/XXXX, XX/XX/XXXX. I will deduct the value of my time from the amount due. I invoice my time at XXXX euros/hour and have invoices and payments from clients to prove it. I will deal with nobody at Citicard except for XXXX, the senior advisor I talked to on XX/XX/XXXX, or another senior advisor. Yours truly, XXXX XXXX XXXX XXXX XXXX at XXXX, XX/XX/XXXX : Thank you, please allow me a moment to review your account. 
You at XXXX, XX/XX/XXXX : complete acct no. XXXX XXXX XXXX XXXX at XXXX, XX/XX/XXXX : I apologize for the delay ; I'm still checking that for you. Do you mind waiting for another moment? 
You at XXXX, XX/XX/XXXX : proceed as you need to. 
You at XXXX, XX/XX/XXXX : I want written confirmation that Citicard received the fax I sent XX/XX/XXXX XXXX at XXXX, XX/XX/XXXX : I am still reviewing the notes on your account. Thank you for your patience. 
You at XXXX, XX/XX/XXXX : Please read my fax. 
XXXX at XXXX, XX/XX/XXXX : I do show the correspondence was received and that the request for the miles adjustment was submitted by customer service. Please send formal legal documentation requesting to release any call transcripts. 
XXXX at XXXX, XX/XX/XXXX :

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation