Consumer complaint received 2016-08-03
Company: CITIBANK, N.A.
State: NE
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On XXXX XXXX I logged in on the internet to pay my 2nd mortgage with Citifinancial of XXXX which is due on XXXX XXXX. Once logged in I received a pop-up alert below : ALERT Your account is past due. Please contact your Center, a CitiFinancial Center representative will be happy to assist you in finding a workable payment solution. 

I automatically panicked with this alert because I knew my account was n't delinquent but whenever I have a problem with them it seems like their customer service is terrible and they always try to make the customer wrong and it justs really gets me stressed. For instance, I had a problem with them before a while back in which I logged into my account online and made a payment and checked my checking account and found out that there where XXXX payments taken out of my account. I immediately called them and the rep immediately denied that they had taken out the XXXX payment and showed only one payment and said that I needed to get a hold of my bank about this. Basically blaming the bank. So I called my bank and got the XXXX payment stopped and then all of a sudden several months later I received a gift card from Citifinancial apologizing for taking out the XXXX payment after they said it was n't their fault. 

So once I saw this your account is past due alert I started thinking here we go again and now what have they done. I went on and made my payment online for the XXXX of XXXX and keep in mind it is n't due to the XXXX and then called the number XXXX which suppose to be for account questions and talk to a rep that told me I needed to call the local branch where I was located. I do n't recall having to do that before and once I called the local branch I was told that they do n't have my account and I need to call the XXXX again. Here we go another fun time with CitiFinancial. This time, I talk to another rep who verified that my account was n't delinquent which I already knew but he preceded to tell me that it is normal to get your account is pass due alerts from companies when they are not yet due because he gets them from his bills. So that 's when I knew that I was n't going to get anywhere with this rep because it was obvious he did n't have any idea what he was talking about. You might get emails or alerts that say your account is almost due but you should n't get alerts that your account is past due unless it is pass due. So I told him I wanted to speak to a supervisor because like I said they always want to make the customer wrong. I ended up getting another rep asking me to verify myself when I had already done this twice and should have been forwarded to a supervisor. I will admit that this rep was more helpful and understanding and did get me over to the supervisor. To make a long story short I had to send my account info over to the supervisor 's email and she was going to check my account and get back with me on this alert. I received an email from the supervisor verifying that there is n't anything wrong with my account and it was a error however as of XXXX/XXXX/2016 I am still seeing this alert past due popup when I log into my account. This is really frustrating to have to continue to see this and it makes no sense why that can not or have n't gotten this resolved. This company really has poor customer service. I sent another email today to the supervisor trying to find out when the alert will be removed and still waiting for a response.

Company response to consumer: Closed with explanation