Consumer complaint received 2021-01-18
Company: CITIBANK, N.A.
State: KS
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On Monday, XX/XX/XXXX, I contacted CitiBank via their Chat and requested that they put a stop pay on the following Payday Loans : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX  ( XXXX ) XXXX, XXXX XXXX XXXX  XXXX, XXXX XXXX ( XXXX ) XXXX, XXXX XXXX XXXX and XXXX, and lastly XXXX XXXX XXXX ( XXXX XXXX KS ) XXXX. All of these were set to be debited on Friday the XXXX of XX/XX/2021. I was well within the 3 business days required to place the ACH Stop Payments. 
On Friday the XXXX, I saw that all of the payments were pending. I again reached out to Citi Chat and told them the issue, giving them all of the information again and was told that they would file a dispute. I want to mention, this is the SECOND time this has happened. 
This morning I looked at my account and saw that the payments posted AND they returned several bills that tried to post to my account. I again reached out through their Chat feature and spoke with several representatives, giving them the exact same information over and over. I discovered that a dispute was never opened on Friday the XXXX. XXXX, was rude an condescending, telling me that they could not return the items because they posted already, that I had not given them the correct names of the companies and on and on. I took the names of the companies directly from my account transaction history. I also verified with the original representative if he needed the information again and he said no, he just needed the amounts. I sent the info to him several times so he had the correct information. I also received documentation of the stop payments in the mail on Saturday the XXXX. 
After spending 2 hours on chat and being told they could only file a dispute, I was told to contact the customer maintenance team. 
I spent an hour on the phone with them. They collected information about each item, apologized that the items were not returned as stop pay and admitted that they did not know what happened. But, rather than correcting their error and refunding the money to my account ( like they did the last time this happened ), they told me that they were filing a dispute, will contact each payday lender and that I will have to wait 10 days to receive my credit. That is completely unacceptable. I also spoke to a Supervisor, who said there was nothing else she could do for me and apologized that I had to wait 10 days. This is my rent money which I now can not afford to pay. I am having XXXX Wed and now have no money to pay the hospital when I arrive.

I have done nothing wrong. I stated that my dispute was NOT handled this way the last time. They apologized the last time and the funds were in my account later that day. This time however, the fault appeared to be placed on me. They had all of the information for each lender, the dates and amounts, yet still failed to return them as Stop Payment. Now I am being punished for their error by having to wait 10 days until they do an INVESTIGATION in order to get my provisional credit. This is not a Reg E issue, but a banking error. I feel that this violates UDAAP and want it documented. I have copies the the transcripts, so that the CFPB can see everything, including how I was treated. I also told them that this was a Written Complaint that needs to be documented within Citibank and was told that the could not do that. I audit banks and I know that written complaints need to be documented. This did not happen, so I chose to file my complaint here. Once my funds are credited back to my account, I will be closing it promptly. 
Thank you, XXXX 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 explanation