Consumer complaint received 2018-05-28
Company: CITIBANK, N.A.
State: MI
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:
To whom it may concern : I would greatly appreciate your assistance, as I feel I have run out of options to resolve this dispute between myself and Citi Bank. I have had an Citi Mastercard since XX/XX/XXXX, and based off this experience, want nothing to do with their banking services. The incident stems from a delinquent period from the fall of XXXX. During this period, I was in a remote part of XXXX, and was hospitalized with XXXX XXXX. While this sickness is very severe by itself, it also caused havoc because of my XXXX XXXX XXXX. Needless to say, I was unable to fulfill many obligations during this period and I attempted to begin getting my affairs in order as of XX/XX/XXXX, when I was fully recovered. This led to agreeing to a settlement with Citi Bank, where I would make three consecutive payments of {$730.00}, beginning in XX/XX/XXXX. 

I had major difficulties making payments from the start. First, I wanted to set up an automatic payment option, where the total would be withdrawn from my account each month. This was the preferred option, as Citi Bank had locked my account and prevented online access. Since I was working in a remote part of XXXX, it was extremely hard to manage payments otherwise, via mail or phone. However, I then received an email, citing a failure to pay. Upon speaking to a Citi Bank customer service representative, they informed me the account details were must have been incorrect. After verifying the correct details, they could not process the payment and claimed it was my bank 's fault or a wrong number. I assured them this was my only bank account and I never had any previous issues with automatic payments. From there, I paid immediately using my debit card and was told to follow up with my bank account. I did, and there was attempt made by Citi Bank to withdraw any funds. 

For the second payment in XXXX, I again had to call in to check on the matter, as the funds were not taken out. Frustrated, I paid over the phone again using a debit card and asked them to keep this on file for my last payment in XXXX. 

I was to submit a third and final payment of {$730.00} on XX/XX/XXXX. I anticipated the payment to be taken from my bank account automatically on XX/XX/XXXX, but was skeptical after the previous encounters. After checking my account and not seeing the withdrawal from Citi Bank, I contacted Citi Bank Customer Service on XX/XX/XXXX to check the status and resolve the matter immediately, as I wanted to be diligent about making the final installment of the agreement. 

After repeated attempts to talk to an actual human being, I was transferred to the Internal Recovery Unit on XX/XX/XXXX. This unit is subcontracted in XXXX, and the customer service was extremely disappointing and confusing. I was first informed that I would need to follow up in one week, as my account was in review because the repayment agreement was broken. I could not speak to anyone regarding the autopayment service or most importantly, IMMEDIATELY RESOLVE THE MATTER WITH PAYMENT. After speaking to a floor manager from the IRU where I attempted to explain and hopefully resolve the matter I was placed on hold for over 10 minutes before being disconnected. The following morning XX/XX/XXXX I placed multiple calls to the IRU, again stating the issues of the matter and was told my account was closed/in review and I would need to call back XX/XX/XXXX to check the status. As I am sure you can understand, I was worried about clarity, because of being told two different dates and felt frustrated the payment was not processed. After contacting Citi Bank Customer Service, I was advised to speak with an escalation member of the IRU and was transferred again. However, the representative of the IRU said there was no such member and connected me to another floor manager. After explaining the incident to the floor manager, he gave me the fax number for the IRU Dispute Department to file a dispute claim. I asked for additional details and contact information and the representative said there was no phone number and to simply fax a brief letter to the Dispute Department. He then said to call back on XX/XX/XXXX. 

On XX/XX/XXXX, I received a letter from Citi Bank, stating " We have received correspondence and require more information regarding your recent inquiry in order to respond. Please contact us at the number below at your earlier convenience. '' On XX/XX/XXXX, I immediately called the number, expecting to make a payment to resolve the matter. However, I placed the call and was connected to the same Internal Recovery Unit in XXXX, who read from the same script, collecting the same information every time I placed a call. They asked what they could do for me, and I expressed that I received a letter and wanted to provide the necessary information and hopefully resolve the matter. The representative pulled up my account and read the same statement all of the other reps from that department did, claiming that I broke my agreement and my case was in review. 

Again, I was extremely confused, as the letter instructed me to call and provide additional information. I asked the representative what information I needed to provide. He wasn't sure, so I asked to speak with a floor manager. The representative said the floor manager would tell me the same thing - i.e. read the same script - but I still demanded I speak with them. The floor manager did read the same script and said my account was in review, and then I again asked who can I talk to about the letter that was sent to me. The floor manager said there was nothing he could do, as the dispute went in the bank 's favor - though the letter clearly requested they need more information. I asked for all of my remaining options and was told I could submit proof to the IRU Fax Number, but he could not clarify what type of proof was needed. After going in more circles, the floor manager asked if I had any proof of automatic payments or the dispute. Exhausted, I had no idea what proof was needed and did not feel confident anything would matter anyways. How could it be so difficult to process a payment? 

Now, obviously my concern is 1. Not fulfilling the final payment and closing my Citi Bank account, 2. Severe damage to my credit and Citi Bank selling my debt to a third party collector. In this situation, I feel powerless to a big bank who has made it incredibly difficult to resolve a very simple matter. As someone is battling back after a severe setback - physically and financially - the matter of paying the final {$730.00} is no small deal. I am frantically looking for work while catching up on financial obligations, and can barely keep my head above water. I would sincerely appreciate your help in this matter. 

With appreciation, 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