Consumer complaint received 2017-06-06
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On  XXXX   XXXX , around  XXXX   XXXX   XXXX   PST, I contacted the Customer Service Department at  Sears MasterCard a nd I spoke to a representative named  XXXX   XXXX  pertaining to the Past Due status of m y Sears MasterCard  account. I have posted a payment around  XXXX   XXXX  prior to the  XXXX   XXXX  balance and since that time,  Sears  has been harassing me with numerous calls everyday at all times of the day from  XXXX . I informed this Customer Service Representative that I made the payment on  XXXX   XXXX  to take care of the  XXXX  billing cycle balance. I remember making a payment of {$210.00} which is the minimum payment due on  XXXX   XXXX . However, I was informed  by Sears MasterCard that  there was something wrong with the payment that was posted on  XXXX   XXXX . I was able to finally scroll through the e-mail alerts that I have received from  Sears MasterCard for  the month of  XXXX  after spending time at the hospital and around  XXXX   XXXX ,  XXXX  posted a Minimum Amount Due of {$480.00} as opposed to the {$210.00} amount posted for the month of  XXXX . I was misinformed about this balance when it was supposed to be {$210.00} and    Sears MasterCard kept calling  me about t his Past Due Balance when  it was originally posted as {$210.00}. I eventually spoke to  XXXX   XXXX  at the aforementioned number on  XXXX   XXXX  to post the Minimum Amount Due of {$210.00} to satisfy the minimum payment requirement for the month of  XXXX . I told her that my previous bank accounts have been compromised and that I will be posting the payment drawn on my  XXXX   XXXX  account ending in  XXXX . I verified this with her several times and she even read the information back in addition to advising me that the account would be updated to its current status and in good standing. I confirmed this with a Customer Serv ice Rep I  spoke to on  XXXX   XXXX , stating that my account would be kept current and in good standing with any late fees waived after the last payment that was posted on  XXXX   XXXX . However, when I logged back into my account on  XXXX   XXXX , I was surprised to find out t hat Sears MasterCard in correctly posted a Past Due status on my account prior to posting a payment in the amount of {$210.00} to satisfy the Minimum Amount Due requirement due on  XXXX   XXXX . I contacted the Customer Service Department and I was connected to a customer service representative,  XXXX , stationed overseas and he stated that the payment I posted on  XXXX   XXXX  with  XXXX   XXXX  on the phone was returned due to the account being closed. I tried to dispute that payment being returned because I specifically informed  XXXX   XXXX  I spoke to that the {$210.00} payment posted on  XXXX   XXXX  would be drawn on my account ending in  XXXX  which she was able to confirm. I was then forwarded to a customer service representative in th e US a round the same date and I was able top speak to  XXXX  who verified that  XXXX   XXXX  made a mistake in posting the {$210.00} payment drawn on a different account which I did not authorize her to use. I proceeded to authorize  XXXX  to post a payment in the amount of {$210.00} drawn on account ending in  XXXX  to satisfy the  XXXX  balance which was supposed to have been taken care of on  XXXX   XXXX ,  the Cus tomer Service Representative I spoke to, then posted the payment in the amount of {$210.00} drawn on account  XXXX  to take care of the Minimum Amount Due for the month of  XXXX  which was supposed to have been taken care of on  XXXX   XXXX . The Confirmation for this payment was  XXXX  wsent to my e-mail. I also informed  XXXX  that I previously posted a payment of {$210.00} on  XXXX   XXXX  to take care of the  XXXX  balance due  XXXX   XXXX  ( Confirmation #  XXXX  ) on top of the  XXXX  statement balance payment that was made over the phone. Towards the end of the call,  XXXX  informed me that the account will be updated to its current status in good standing in light of an error made by a customer service representative I spoke to on  XXXX   XXXX , which is indicative of inaccuracies on the part of  Sears MasterCard in  posting the proper Minimum Amount Due and the appropriate status of the account.

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