Consumer complaint received 2016-09-30
Company: CITIBANK, N.A.
State: PA
Product: Credit card
Issue: Delinquent account

Complaint:
My Account at Citi Bank has always been a mess. They closed it when the market dropped since I paid a little late here and there. Then when I went on short term XXXX I was not getting paid on time from the State so I started to get behind and Citi would n't let me pay online. anymore. At that point I sent a check to get up to date and they misapplied the check so I decided I was not paying by check anyone. I would call in but their hours are awful and made it hard for me to pay since I work long hours. Even if I paid on the due date if it was after their cut off I still had to pay their late charge. so in XXXX I decided to sign up for ACH payments it was going fine for a couple of months then just stopped. I called no one at Citi would take the time to help but one man he saw it was set up but did n't know why it just stop pulling. I paid for that month and the next and he set me up for ACH again starting on XXXX/XXXX/XXXX for XXXX So here I think its coming out but when I was trying to see why my checking account was off balance in the Month of XXXX. I called in to Citi asking why they are not taking my payments. Everyone I talked to said I was never set up and I explained I have a letter from Citi Bank Confirming this. The Reps stated they could not help me and my account was sent to XXXX. I talked with them and they also said something seemed off on my account and put a claim in. They said my account is on hold not to make a payment that Citi has 60days to look at the account. I call back they said Citi have never replied to them so they sent in another claim telling me not to make payment that if I did then that 's admitting Fault. I tried calling them again and still nothing from Citi. Now its end of XXXX so I fax a claim in my self. Still Nothing from Citi. I mail in a payment since I keep getting billed writing a letter with my claim that I still want my late charges back and my credit fixed and my account sent up for ACH. It is now XXXX and I have still not heard anything from anyone. I tried calling and everyone tells me they can not help me. All I want to do is pay my bills on-time and if I am couple day late then I will pay the Late fee however if my account is set up on ACH and you do n't pull it when its no fault on my end then no I am not going to pay their Late fee. I am started to feel like this is a scam since companies live off fees and that 's why Citi has not responded to claim. I and XXXX have sent several claims in and Citi never responds. This is the only account I have payment issues with and can not pay by phone, online or ACH. My account is up to date I tried calling to make my payment and they refused it. I never heard of a company refuse payments I tired several times and different departments. I am sure I am not the only one. All I want is the late charges refunded a letter to fix the Late payments and my account set up for ACH. I have all forms to show you.

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