Consumer complaint received 2016-08-04
Company: CITIBANK, N.A.
State: AZ
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account

Complaint:
I have second mortgage with Citibank. The payment of {$130.00} is deducted automatically from my account on the XXXX of each month. In XXXX of this year, I was waiting for an invoice to be mailed to me for work I had done, but I knew it would n't arrive in time for the payment to Citibank. So I called Citibank 's Customer Service number and spoke to a representative, she said she would be glad to delay the payment for a week ( I only asked for a two-day extension. ) ( Enclosure 1 ). She obviously botched the arrangement ; not only was the payment deducted on the XXXX, which over-drafted my account, it was deducted AGAIN a week later. My credit union charged me a {$35.00} fee for the overdraft. I called Citibank again and spoke with " XXXX '', employee # XXXX, and explained what happened. He agreed to refund the extra {$130.00} deduction, but said I would have to send proof of the overdraft fee to the Citibank Consumer Credit Investigation division to get the {$35.00} overdraft fee repaid. I promptly sent Citibank the information ( Enclosure 2, 3, and 4 ). About two weeks later I received a letter from Citibank ( Enclosure 5 ) saying they would refund the extra {$130.00} payment, which they did. However, they also said I would have to send proof of the overdraft fee. I told them I had already sent the information, and would not do so again-they would have to walk to the Credit Investigations Office to retrieve my letter, which was in the same building. ( Enclosure 6. ) Citibank did not refund my overdraft fee, or even respond to my letter ; in fact, I have heard nothing at all from them since. I asked my credit union how to stop Citibank from withdrawing funds from my account, and they said to write them a formal letter revoking their authorization. So, about a month later XXXX XXXX XXXX ) I sent a letter via certified mail to Citibank ( specifically XXXX XXXX ) formally revoking Citibanks ' authorization to withdraw any more payments from my account until they refunded my {$35.00} overdraft fee. They have also ignored this letter ( which I have proof of delivery from the USPS, Enclosure 7 ), and on XXXX XXXX, they again withdrew the payment from my account, which again over-drafted my account and incurred another {$35.00} fee ( See enclosure 8. ) As a result of Citibanks ' willful disregard for my revocation of their authority to withdraw funds from my account, I have had to close my account with the credit union. 
I am therefore demanding that Citibank ( 1 ) refund my {$70.00} in overdraft fees IMMEDIATELY, and ( 2 ) NOT try to add the amount back into the loan at a later date. I have already told Citibank that they will not receive any more payments from me until my overdraft fees are refunded, nor will I be liable for any late charges incurred as a result of them dragging their feet. As far as I am concerned, this situation is a direct result of their arrogant, unethical, and to my mind, illegal behavior. 
I also think it would be appropriate to fine them for disregarding my formal demand to stop the automatic withdrawl of funds. It infuriates me that companies like this think they are above the law, accountable to no one, and can do whatever they want without fear of reprisal.

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 monetary relief