Consumer complaint received 2017-05-09
Company: CITIBANK, N.A.
State: CA
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:
This complaint is regarding my  Citi   XXXX   XXXX    Card.       I had an auto payment set up on the account and the payment was due on   XXXX   XXXX    2017.  For this payment, I wanted to use a different bank account than the  one li nked to the auto-pay because of a hold on a deposit, so about   XXXX   XXXX  . ( PST ) on   XXXX   XXXX    2017, I   cancelled the auto-pay online. Then later in the day around   XXXX   XXXX  .  ( PST )  on   XXXX   XXXX    2017,  I went online to make the payment manually. My account showed that the auto payment was being processed, though I had cancelled it already.     I called the customer service and spoke to a representative  (  XXXX  ).  XXXX   first told me that the auto payment was being processed, but then checked with a supervisor and later confirmed that my auto-pay cancellation request was successful and that I would be able to make the   XX/XX/XXXX   payment manually online. I went online, but was not able to make the payment of {$360.00}  ( my last  month statement balance ) because it still showed that the auto-pay was being processed and my balance was only {$230.00}.     I immediately call ed Citi 's  customer service back at around   XXXX   XXXX  .  ( PST ) o n   XXXX   XXXX    2017,  and spoke to another representative (   XXXX  ). I e xplained the situation, she looked into my account and read the notes input by   XXXX .  XXXX  c onfirmed with a supervisor that my auto-pay cancellation request was successful and then informed me of the same. She told me she could take my payment over the phone at no charge so that I would avoid any late fee because I could not make the payment online. I gave her my bank account number and the routing number. This call lasted  17 m inutes  ( according to my phone records ), so i t must have been approximately   XXXX   XXXX  . ( PST ) when I gav e  XXXX  my other ba nk information.     When I accessed my account online today,    XXXX   XXXX  ,   2017,  I noticed that the bank posted a late fee and interest. It also showed that the payment that I made at around    XXXX   XXXX   .  ( PST )  on    XXXX   XXXX     2017,   was posted on   XXXX   XXXX    2017.  I called  Citi to inquir e about this and both the representative ( do n't remember the name ) and his supervisor (   XXXX  ) said  I made the payment at   XXXX   XXXX  . ( CST ) on   XXXX   XXXX    2017. I t old them that was not true because the last time I called  Citi and  spoke to  XXXX  was Saturday,   XXXX   XXXX    2017,  at   XXXX   XXXX  .  ( PST ) w hich would have been   XXXX   XXXX  .  ( CST ). Th ey were adamant that I made that payment late, even though I have my phone records showing th e two tim es I called on Saturday,   XXXX   XXXX    2017. T he representative first told me he could n't remove the late fee, and I argued my case. Then he agreed to remove the late fee but not the interest. I then asked to speak to a supervisor who could help me and provide a better customer service. In the end,  XXXX  agreed to remove the late fee and see what else he could do for me, but he gave me a lecture about how I should make payments on time. Please note that I have never made a late payment once on this account. He was very unpleasant and handled this matter very unprofessionally. They should not make me jump through hoops when I did n't make the payment late. They created this whole lie about how I made the payment late.     It  appears that Citi manipulates its customers by posting a payment by phone nearly 12 hours later than when the payment was actually made. This type of unfair and unlawful business practices s hould not be allowed.

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 non-monetary relief