Consumer complaint received 2017-05-18
Company: CITIBANK, N.A.
State: MA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I have not received an accurate statement noting an accurate minimum monthly payment since XXXX XXXX 2017. I was informed by a CSR that the amount was for XXXX. As a result I began making monthly payments in the amount of XXXX on an ad-hoc basis using citi bank's web payment portal. I noticed once receiving my XX/XX/XXXX statement that it inaccurately notes the minimum payment to equals the total outstanding balance on the account (~XXXX). I called citi customer service to report my concerns around the integrity and accuracy of my statement and they verbally informed me of my monthly payment (< XXXX). I did this on a monthly basis as my statements continued to be inaccurate, an I continued to be advised that the error will be resolved and that the minimum payment is not equal to the outstanding balance; I've yet to receive an accurate statement to date. On XXXX XXXX 2017 I setup recurring payments via the citi online payment portal in the amount of XXXX. Based on the information verbally furnished by Citi, I was under the impression the amount was greater than the minimum monthly payment due. Unfortunately for me the issue was not resolved by citi and as a result the entire outstanding balance (~XXXX  around XX/XX/XXXX) was deducted automatically, in an unauthorized fashion, by Citi Bank. I was under the impression that the amount of XXXX I authorized would be automatically deducted and not the entire outstanding balance; I brought to their attention numerous times that my account records have data integrity and accuracy issues and which I thought were resolved. As a result, I was not prepared to make a payment in that amount (XXXX) causing a series of cascading overdrafts resulting in a material financial impact to me and my credit. I incurred over $500 in fees and spent approx 10 hours trying to rectify the situation and seek remedy. To add insult to injury, Citi levied a return check fee on the payment. Also, the claimed the payment was submitted as a physical check when it was an ACH autopay pull per my Bank (XXXX XXXX). They continue to tell me to cancel the auto pay, make one off payment, call in monthly to obtain the minimum due to service the account and that they cannot correct the inaccurate records associated with citi diamond preferred account. I view this incident as an authorized money transfer or ACH transaction. I did not provide authorization and Citi has stated their records are in accurate; This is captured on a recorded line.

As of X/XX/17 @ XXXX XXXX  the issue remains unresolved and I am not aware when the issues with be addressed and when I will receive an accurate statement noting the mimimum payment due to service the account to keep it current. CSR rep stated this afternoon that it appears the is an issues regarding record integrity and they do not know why the XXXX was pulled from account and that it was likely an error and unauthorized. 

I am not sure how I seek remedy other than through litigation.

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