Consumer complaint received 2017-11-03
Company: CITIBANK, N.A.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
In our Citicard statement for the period of XX/XX/XXXX to XX/XX/XXXXthe outstanding balance listed was {$3600.00}.
Of that amount the charges made by us totaled {$480.00} and the balance of {$3200.00} were fraudulent charges, mostly done on line by persons unknown.
As has been our practice we paid the full amount we had charged, check XXXX ( {$480.00} ) and notified the bank of the fraudulent charges line by line.
On the XX/XX/XXXX to XX/XX/XXXX statement the outstanding balances were {$1400.00}.
That amount also contained many fraudulent charges which we spoke about to Citicard Reps. We were told to pay the minimum amount while they investigated.
We paid not the min ( {$25.00} ) but {$200.00}, check XXXX. We were also told there would be no late fees while they investigated!
On the next statement, XX/XX/XXXX to XX/XX/XXXX the new balance was {$1600.00}. However, the listed charges amounted only to {$380.00} of which {$320.00} we had made, and {$61.00} were fraudulent.
Based on the conversations with Citicard Reps we made two 2 payments. Our check XXXX for {$850.00}, to cover the balances from the previous statement, which we had made, based on their investigation, and check XXXX for {$320.00} to cover the charges we had made on the current statement. These payments were made onXX/XX/XXXX.
The statement listed an interest charge of {$18.00} and another interest charge of {$28.00} as the " total interest for the year. Again we were told the late fees-interest would be waived.
The only other charges made after that period were on XX/XX/XXXX. {$54.00}XX/XX/XXXX... {$37.00}, and XX/XX/XXXX... {$200.00} for a total of {$300.00}.
This amount was paid, check XXXX, in full on XX/XX/XXXXWE DID NOT USE THIS CARD AGAIN AND HAVE NOT SINCE.
Hence there should have been no charges outstanding, including late fees.
Yet the statement for XX/XX/XXXX to XX/XX/XXXX listed a new balance of {$240.00} after the previous payment of {$300.00} and credits of {$29.00} and interest of {$3.00}.
We could not explain the new total since we had stopped using the cards and after repeated phone calls to Citicards, they were not able to tell us the origin of the charges in the new total, {$240.00}. Nevertheless the Cust Service MGR we spoke to promised to remove the balance.
In the next statement XX/XX/XXXX toXX/XX/XXXX the new balance was {$160.00}. Previous balance of {$240.00}. It listed unspecified credits of {$100.00} {$25.00} late fees and {$1.00} interest.
Again after multiple attempts on our part speaking to various Cust Service MGRs they were not able to tell us the origin of these charges while demanding payment.
Since we had longed stopped using the Card there should have been no balances, especially since we were told multiple times that the late fees would be waived while they " investigated ''.
We have had this card since XX/XX/XXXX and we never left month to month outstanding balances.
Since we had no other choice we did the unspecified balance remaining. Mean while we filed a complaint with CITIBANK, Executive Response Unit.
On XX/XX/XXXX we received a letter a XXXX XXXX XXXX in which it listed total credits due to fraud and late fees. It did not provide any details as to the unspecified charges.
It concluded : " if any additional fraudulent charges were billed and were not credited, please contact me directly '' ... XXXX XXXX XXXX XXXX. We did, twice. There has been no response.
It is simply wrong to charge us, while we paid monthly fraud protection fees, unspecified amounts all while they were investigating thousands of dollars of fraudulent fees. Their response was simply awfully unfair.
Respectfully XXXX 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