Consumer complaint received 2016-05-18
Company: CITIBANK, N.A.
State: CA
Product: Credit card
Issue: Billing disputes

Complaint:
My wife and I have had a credit card relationship with Citi/XXXX Card for many years.e We have never defaulted on any due payment, although we were a few days late once two or three years ago while we were traveling. 

During this calendar year, we did not receive any CitiCard monthly statment for any billing period ending in XX/XX/XXXX, XX/XX/XXXX or XX/XX/XXXX. After making a diligent search for a statement, I called CitiCard customer service and spoke with an agent on XXXX XXXX, 2016. I told the agent that we had not received a statement during 2016 and asked her to check our account. The agent checked our account and reported to me there was a charge of {$28.00} that was overdue as of XXXX XXXX, plus a late fee of {$25.00}. The agent then told me that if I would authorize her to debit my checking account the amount of {$28.00}, she would " reverse '' the late fee of {$25.00}. I then authorized her to charge my checking account with XXXX XXXX XXXX the amount of {$28.00}. The agent then put through the charge of that amount on my checking account. She then told me : " She will send me a corrected statement showing that they credieted my account with the payment of {$28.00} and that the late fee of {$25.00} would show as 'reversed'. " I asked the agent for her name and a confirmation number covering the transaction. The agent gave me her name and XXXX XXXX. XXXX. I relied on what that agent confirmed to me. 

Had that agent told me that CitiCard would not reverse the late fee of {$25.00}, I would have authorized her to charge my account the total of {$53.00}, the amount overdue plus the late fee assessed. 

Then, last Friday, XXXX XXXX, I received the latest statement form CitiCard in my mail for the period of XX/XX/2016-XX/XX/2016. On reviewing this statrment, I found that CitiCard had credited my account with the payment of {$28.00} on XX/XX/XXXX ( which did agree with the transaction confirmed by the agent duriing our telephone conference of XXXX XXXX, 2016. 
However, this current statement did not show that the late fee of {$25.00} had been reversed. 
Adding to my frustration, this latest statement showed another late fee based on the fact that the first late charge of {$25.00} had not been reversed and was included in the ACCOUNT SUMMARY-Previous balance of {$53.00}, before the credit of the payment of XX/XX/XXXX in the amount of {$28.00}. 
I then called XXXX Customer Service. I spoke with Agent No. XXXX and reviewed the facts with him, including the reading of my notes of my earlier call of XXXX XXXX, 2016. Agent no. XXXX told me that I would have to pay both late fees and also the interest charge of {$0.00} which was assessed on the latest statement. I asked to speak with his supervisor. Another agent came on the line and after going over the facts with her, she also told me that I would have to pay both late charges as well as the interest charge. ( I asked both Agent XXXX and XXXX for their names, and I have made note of their names. I then asked Agent No. XXXX to speak with her the manager. I was told that I would receive a call from the manager in the next 12-24 hours. I did receive a call an hour or so afterwards from a woman who said she was a manager. She did not give me her name or any ID. She told me that she had reviewed my account and that I would have to pay the entire balance including both late fees and the interest charge. I told her that that was " unfair and unreasonable ''. I also told her that my wife and I have always made extra efforts to pay our bills on time or ahead of time, and that I was very concerned that by CitiCard 's continued showing the overdue balance for the XXXX late charges, that it might affect our very high credit scores with credit reporting bureaus. This agent told me that it would not. ( given, the facts stated above, I have good reas on to question this agent 's response. ) 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 monetary relief