Consumer complaint received 2022-02-10
Company: CITIBANK, N.A.
State: DE
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:
In the beginning, we had a XXXX Wayfair card. In XXXX, they split the balance and left part on the Commenity card and put half on a Citibank card. Ever since they haven't been posting our autopays from XXXX to XXXX. Since Citibank is directly debiting the amount every month XXXX can't give us tracking info and Citibank has been insisting we have been sending the payments to XXXX which is incorrect as you will see below. Our original complaint # is XXXX but we were unable to access it when we called because they stated we did not include our phone number or email address. I couldn't access it on your website either so we are starting over. 

Payments to Citibank Account Activity Change Account Print XXXX XXXX XXXX XXXX Account information {$4.00} Available balance Current balance : {$76.00} Last XXXX Days All Recent Year To Date Last Year Search All completed transactions that include " XXXX XXXX XXXX XXXX '' in the description from XX/XX/XXXX to XX/XX/XXXX Date Number Description Amount XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXXXXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXXXXXX XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX  XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX  XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX  XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PAYMENT XXXX Payments to Commenity Past Payments Payment Details Payment Amount XX/XX/XXXX Online Payment from Account ending in XXXX {$200.00} XX/XX/XXXX Online Payment from Account ending in XXXX {$98.00} XX/XX/XXXX Online Payment from Account ending in XXXX {$200.00} XX/XX/XXXX Online Payment from Account ending in XXXX {$100.00} XX/XX/XXXX Online Payment from Account ending in XXXX {$200.00} XX/XX/XXXX Online Payment from Account ending in XXXX {$100.00} XX/XX/XXXX Online Payment from Account ending in XXXX {$100.00} XX/XX/XXXX Not available {$150.00} XX/XX/XXXX Online Payment from Account ending in XXXX {$230.00} XX/XX/XXXX Mail Payment {$110.00} Displaying all payments made to your account within the past XXXX months. 

Copy of original complaint letter XX/XX/XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX DE XXXX Regarding account # XXXX To : XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX Cc : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX DE XXXX To Whom It May Concern : I have had my account set up to automatically pay the minimum amount due for this card on its due date. This has been in place since XX/XX/XXXX. Your customer service agent who assisted me in its set up guaranteed me that my payments would be received on time every month for the correct amount due. As you can see from the attached transactions from my checking account, I have kept up my end of the bargain. 
Yet I continually get letters, phone calls, and texts advising me I havent paid my card in months, which is untrue. My last statement with due date XX/XX/XXXX states I am XXXX  months in arrears. As you can see from my statement, I have not missed a payment in XXXX months. I am continually getting late fees and finance charges added incorrectly. Whenever I call customer service to get this corrected, I am given the runaround. No one can figure out where my payments are going, or to whom. This is fraudulent behavior from your bank. I was advised a fraud investigation would b e opened on my behalf, but apparently that was also a lie, and nothing has been done. 
In addition, I have been requesting a credit card for this account since it was opened and have never received XXXX. I expect that you will investigate this matter thoroughly and appropriately and post my payments to my account. I expect all the late fees and superfluous finance charges to be reversed any my account to be shown as open active and paid on time for the last XXXX months. 
I am sending a copy of this correspondence to the Bank Commissioner of Delaware because I actually want results this time. I have been fighting with your bank for over a year while receiving no help or respect from your representatives. As soon as I can, I will pay off this card and never use it again. 


Sincerely, XXXX XXXX XXXX ph # XXXX XXXX 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