Consumer complaint received 2022-09-29
Company: CITIBANK, N.A.
State: HI
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:
Hi! 

I am struggling with Citi bank for my credit card payment process. On XXXX, I changed payment checking account for credit card bill on citi website from XXXX bank to XXXX XXXX XXXX  account since I was planning to close XXXX bank account. Then I received a confirmation email from CITI. 

Here is the email Costco Anywhere XXXX XXXX XXXX Unsubscribe To : XXXX # # # # Fri, XX/XX/XXXX at XXXX XXXX  Summary of the recent Citi Online session. 
CONFIRMATION Citi Costco Wholesale Lock Icon XXXX # # # Cardmember since 2014 Card ending in # # # # Thanks for using Citi Online Hi, XXXX. Here 's a summary of the recent Citi Online activity for your Costco Anywhere XXXX. 
An Online Bill Payment account has been added A payment account ending in XXXX has been successfully added for Online Bill Payment. 

This action may have been taken by an authorized user. If so, only they will be able to make payments from this payment account. 
An Online Bill Payment account has been removed A payment account that was previously stored for use in the Online Bill Payment Program has been removed. Payments can no longer be made from this account. 

Please note that this action may have been taken by an authorized user on your account. 
Questions? 
If you have questions or the above was not authorized, please contact us at XXXX. For TTY : Use XXXX or other Relay Service.

Please note : Depending on the activity taken in Citi Online, and when those activities were completed, you may receive additional emails.

Citi is at your side before, during and after every purchase.

Your Citi Team After I received this confirmation email, of course I think everything is clearly changed. It says that I switched to my new checking account information, then also it states that my previous checking account has been removed. 

However, XXXX was the auto payment date for the credit card bill, then citi accessed my old bank account at XXXX bank-that I removed on XXXX. It occurred overdraft fee {$30.00} from XXXX bank. I did not realize right away until I got a call from XXXX bank on XXXX around XXXX in XXXX  XXXX XXXX They told me I do not have enough fund to pay the bill from citi bank, and this was their XXXX attempt. I told them I no longer deposit at XXXX, I switched to XXXX XXXX XXXX. Citi should not access my account at XXXX. 

So, I called the customer service at Citi credit card bill payment department. I talked to a staff whose name was XXXX, and she told me that their system had my XXXX checking account and it is linked to my payment. I told her it must be an error that your system had, because when I logged-in citi website XXXX it clearly showed only one linked account, which was Bank of Hawaii XXXX She seemed to be confused and told me she should waive return fee from Citi bank. But I told her Citi was responsible for my bank 's overdraft fee. She said she couldn't help it. 

I was going to understand her, however, I got another call on XXXX from XXXX bank saying that Citi sent payment bill AGAIN, and the teller told me she would return it again and it would be {$30.00} return fee. So, total {$90.00} fee occurred from Citi bank 's system error. 

I called again to Citi customer service, and they told me that it was because citi sends payment request to the bank 3 times. So, I explained that I called on XXXX for the same issue then happened again. I requested to pay me overdraft fee from their system error. 

But, I was told that it happened because I only updated payment information, not auto payment. They told me those are 2 different payment information. I told them no, when I logged in, auto payment preferable account was bank of Hawaii. Your system has a glitch. I also mentioned my e-mail clearly that I received on XXXX. 

I am very concerned that my account was not correctly on their system, even though it does not show on my account page. They are blaming me for not updating correctly without clear information. I'd like them to pay all the cost that occurred from this. 

I really appreciate your time for reading such a long e-mail. Please help me to resolve this problem. 

Sincerely, 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