Consumer complaint received 2015-07-09
Company: CITIBANK, N.A.
State: CA
Product: Credit card
Issue: Other

Complaint:
Citi 's Bill Pay and Autopay system have always been confusing and overlapping and there 's usually limited control over them. I have always had trouble with their payment system and have been over charged many times over the years. Some times I need to adjust or edit the payment, either adding to the payment or editing it to lower it depending on my financial situation. A few months ago I made a phone payment and it ended up making Automatic Phone payments each month and this could not be edit over the phone nor over my account online. I logged into my account online to see if I can activate the Autopay so I can have control over my payments and so the automatic phone payments can be canceled. During the same month I also wanted to mail in a one-time check as soon as possible to help pay some of my debt as I am struggling since my surgery and XXXX. Although I applied for the Autopay again, the automatic phone payment still did n't cancel, the Autopay was still going to go through because it was pending but i was able to cancel it through my account. My check went through and my automatic phone payment still went through and i was unable to stop it until the pending payment was posted. I also changed my monthly payment due date till the end of the month so I have more time to pay my credit card payments. All in all, I tried paying off my Citi credit cards as much as I can last month so I can lower my month minimum payment as much as I can. When I looked at my XXXX statement, my minimum payment due is {$60.00} more than last month 's although I payed more off and my credit line has increased. So I called them on XX/XX/XXXX at around XXXX to ask them what happened. The first lady asked me if I had 0 % APR before, or if my interest rate changed. Then she started explaining to me my interest rate and how it worked. I then asked her if I can speak with a supervisor because that was n't the problem. When the supervisor answered, she not only shut me up and told me " I 'm talking, I 'm talking, let me explain '' and not let the customer talk about what matters to them, it was very rude and unhelpful. She later realizes it 's because i changed my payment due date and because of having around XXXX days, i have XXXX days so the payment increased. I told her that is inconvenient and when you change your date customers should be informed. The whole goal of me paying much more than the minimum payment, which i risked since on doing to lower my month payment in hopes of finding a solution in the next few months, and pushing the payment due date so I can have more time to pay my credit cards. It is very discouraging when you are trying harder, and it things seem to hit back at you even harder. The supervisor 's excuse when i told her you should clearly inform customers that the minimum payment may increase when you change the payment due date was.. '' Well, you are given more time so you should be able to pay it.. '' I have been a member of Citi since XX/XX/XXXX and my interest rates for both of my credit cards have never decreased. They have only increased my interest rates as a consistently loyal and good standing customer. I was never delinquent, late, or over the credit line. The rare times I would make a mistake I would immediately call and they would help. I even called them ahead of time when I started having some hardships in XX/XX/XXXX that prevented me from working. I did n't want to destroy my credit and my account with them that I 've had for so long so I thought it would be a good idea to to be honest and give them a heads up in case I would n't be able to pay my bills in the coming months. They told me that they made a note on my account. Since then I have still been able to pay my minimum payments to this day. This is more advice to people than a complaint who are having a hard time to be wary, I 'm disappointed, and I give up on Citi.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation