Consumer complaint received 2016-08-10
Company: CITIBANK, N.A.
State: NC
Product: Credit card
Issue: Other

Complaint:
Citibank contacted me on XXXX XXXX at XXXX. to say that they were calling to collect a debt that I owed them. I asked the woman who called for information about this " debt '' since I had called Citi 's automated account line on XXXX XXXX and received the information that my payment due on XXXX XXXX had been received and posted. The woman was unable to provide information about this debt. That day I contacted Citibank 2 times to try and get information so I could address the issue, without any luck. I have now contacted Citibank 18 times to obtain information about this situation so I can resolve it. It is still not resolved. All Citi would tell me was that they tried to cash the check and the bank was refused. I checked with my bank on XXXX XXXX by going there in person, and checked with my bank on three separate occasions. On every occasion, my bank told me that no check had been presented for payment and if it had been, there were sufficient funds in my account to have paid it. I repeatedly asked Citibank for information about the check and where they presented so that I could get to the bottom of this issue. I also paid them in full for all amounts on my credit card, including amounts not due so that as of XXXX XXXX, my balance was a credit of {$150.00} ( I paid more than the amount of charges so there would be sufficient to cover any additional interest or penalties ). On XXXX XXXX ( my 15th call ), a Citibank employee named XXXX finally provided me with the routing and account number for the check that they claim they presented for payment and was refused so that my bank and I could understand what occurred. She told me that she would send me a copy of the check so that I could research it with my bank and bill payment service. On XXXX XXXX, I contacted Citibank with my bill payment service and was told by XXXX ( Citibank ) that Citibank would fax a copy of the check to my bill payment service within 24-48 hours. As of today, XXXX XXXX, no copy of the check has been received by me or my bill payment service. After confirming with Citi that no other amounts were due, on XXXX XXXX requested that Citi return the extra funds to me and was told that this would happen. I have yet to receive my funds. During the course of my 18 calls, Citi employees have laughed at me, told me that this would not affect my credit report even after I told them that the day before I had received information from my credit monitoring service saying that Citi had submitted potentially negative information about me, refused to provide me information about the payment so that I could find out what happened, failed to provide information that they said they would provide and told me that this was just an " inconvenience '' for me. Citi has closed my account, even though they admitted that I had never had a returned payment ( on XXXX XXXX in a conversation with XXXX ) and this dispute was active at the time that they closed the account. Citi has claimed that they have concluded one investigation of the incident and a second review of the account closing. They notified me about neither of the results. I learned about them only because I called to ask. Citi has ( 1 ) provided me with no information or erroneous information, ( 2 ) damaged my credit rating despite the fact that my bill payment service and bank both have informed them that the payment was made by check ( due to Citi 's policies ) rather than electronic payments as all of my previous payment had been made and that the payment was good and ( 3 ) retaliated against me for disputing this issue and telling them that I would file complaints against them with federal and state banking authorities and this agency ( which I informed them of on every call except the initial call ). They have also failed to refund my money in a timely manner.

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