Consumer complaint received 2017-04-28
Company: CITIBANK, N.A.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I am having issues with my  Citibank account.    Background : I was having ( still a m ) financia l difficulties and was not able to make my minimum payments. The account was closed either in   XXXX   or   XXXX   XXXX   XXXX  . From   XXXX   XXXX  , I began paying an amount I could each month. In    XXXX   XXXX   , I set up an autopay payment schedule and in   XXXX   changed the payments to come out twice a month in the amount of {$32.00}. I received email confirmation and a few days before the autopay was to come out I received an email stating my payment was now {$780.00}. I immediately went in and changed the amount back to what I was able to afford.     On the date it was to come out,  Citibank took an u nauthorized payment of {$780.00}. They had a second autopay set up with the same amount. When I called to confront them about this, they stated they would not remove the autopay payment. I had to have my bank set up a block on my account so they couldnt withdrawals any more money. The initial amount was returned to  Citibank  and my bank account was credited.   While I did receive credit back for the fees I was charged by my bank and other accounts, I did not receive the apology I asked for. The tone and statements in the response from  XXXX   XXXX  and  Citibank made it clear that this was my fault this happened. I was told I should have paid attention to  the little message that pops up about minimum payment in the billing cycle. That doesnt excuse what was done. That should not give  Citibank the right to change an amount that your customer authorizes. Citibank charged me a {$25.00} re turn check fee that my bank had returned on an unauthorized amount. I had to call to have it credited back to me.     When I called that day, I was asked if I wanted to enter into a payment arrangement. By signing up for this arrangement I was led to believe I was starting over, clean slate, make {$70.00} a month by the  XXXX  of each month till it is paid. I come to find out I was completely mislead. The person who set this up did not state that my account would still be past due, that if I didnt make the minimum amount of {$1700.00} my payment would be late, or that my account would be over the limit. I was not told that past due, late, and over the limit remarks would still be reported to the credit bureaus!     Please explain how a CLOSED account with a payment arrangement agreement of {$70.00} a month can still be over the limit with a large minimum amount due on a CLOSED account? I am trying to pay what I owe. I entered into the payment arrangement in good faith and because I couldnt make my minimum due, you still are holding and penalizing me for not making that minimum payment. What is the incentive for a person to enter an agreement when you treat them this way? Once again, I tried to handle this directly with  Citibank a nd they failed me.     I c alled Citibank and as ked why I was still showing late and overdue. I also wanted to know why I was charged {$32.00} for the returned auto pay. I spoke to a man named  XXXX  who stated the {$32.00} credit was given and reflected on my next statement. My next statement is out, and the credit is nowhere to be found. When I asked the questions about my account   XXXX   spoke over me and was condescending stating that nothing could be done for me and that I entered into a payment arrangement, ( and it sounded like he said ) that I should be grateful. I asked him for a number or address I could write or speak to and was told I was in the right department, right person, and that no one else could help me. This is not acceptable! I am made to feel like Citibank is doing me a favor by allowing me to make a {$70.00} monthly payment when   Citibank should be thankful that I didnt just default on an account and walk away.
My Citibank ac  count needs to be corrected. The account is closed. I dont have a credit limit, over the credit limit, or the minimum due stated I owe. I entered into an agreement of {$70.00} and that is what should be reflected as minimum due. Not have a message that shows a late amount or an over the limit amount that needs to paid. I want the {$32.00} credited back to the account. The account status to change to paid on time and the over the limit needs to be removed. Account status reported to the credit bureaus to be corrected. I am not past due, late, or over the limit. I will do my part. I will make my minimum payment of {$70.00} by the due date of the  XXXX  each month. If I have more funds available I will make extra payments.

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