Consumer complaint received 2016-07-03
Company: CITIBANK, N.A.
State: WA
Product: Credit card
Issue: Billing statement

Complaint:
From a Prior complaint [ XXXX ] I received a phone response the next ( Friday XX/XX/2016 ) day at XXXX. 
It consisted of a 9 second message on my answering machine thusly : " XXXX XXXX, this is XXXX with the executive office of Citi Card. This call may be monitored or recorded. I did receive your concern from the Consumer Financial ... .. '' The call ended there. 

I attempted a call back but the number collected on my caller I.D . was not a working number. It is a 'spoofed ' number so the consumer has no option to re-contact the financially regulated caller other than the customer service number which hangs up saying the office is closed. 
AGAIN this institution is not doing as promised .... a truncated call with no call back option is not re-contact as the Consumer Financial Bureau expects and will most probably be advised by Citi Card/Bank that they tried contact but were unsuccessful. 
I have saved the phone message along with a followed test message by myself to ensure the message box was not full or malfunctioning as proof. 
I copy the original complaint below that this supposed call back is about XXXX I have a recurring bill of {$8.00} for a XXXX subscription each month. I have had this subscription & recurring charge for over 6 years. I charge nothing else on this CitiBank account ( XXXX ). The XXXX subscription is all I use it for. 
This date ( XX/XX/2016 ) I received a bill for {$120.00} instead of the usual {$8.00}. I was shocked and called the credit card company. Customer NOservice at Citibank explained that I missed last months payment and incurred a late fee ( {$25.00} ) and interest. ( {$1.00} ) While I explained that if I do not receive the bill in the mail I can not pay it and that if I was being charged for Citi Banks oversight for failing to mail the bill, that I would cancel the card and account with the next payment I mail. I was advised that they could cancel both the fee and interest charges and I was then transferred to an account resolution/dispute location. I waited on line during this transfer for 15 minutes 3times before the line auto-disconnected with a message that the dispute office was closed. ( be advised this is at XXXX PDT here in the XXXX Oregon area so I am calling WELL within business hours ) The OTHER BIGGER problem is that I have a charge for {$79.00} to a Pay Pal account ( I did not incur ) as well. While I am happy to have late fees and interest charges reversed I advised the CITIBANK ( NO ) Customer Service person that at my age of XXXX I do not even know HOW to use Pay Pal and I did not buy anything through Pay Pal with this card. There is a fraud here. 
I was transferred to the CitiBank billing dispute dept and received a voice message that THAT particular office is closed. THREE TIMES I attempted to resolve this problem and all Three times the line was disconnected after an automated voice notification that the office was closed ( due to high volume ). Again I am calling well within normal business hours with this problem. 
I am sorry that Citi Bank entered into a relationship with Costco that it failed to provide the staff for. But when it affects a customer receiving charges for possible fraudulent activity I do believe they should be attending to the fraud and incorrect billing problem instead of disconnecting the credit card VICTIM trying to report the problem because they are understaffed as a result of their own mismanagement.. 
I need this Pay Pal fraud attended to and I would expect the late fee and interest charge to be removed AND as a result of how this was NOT handled I would ask that CitiBank as a financial institution regulated by FTC under the US Code should be reprimanded at the very least or fined. 
Your complaint number with Citi Bank Credit Cards : # 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