Consumer complaint received 2023-11-03
Company: CITIBANK, N.A.
State: TX
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
Citi / CitiBank / Citigroup Inc, United States. 
Assuming all calls and chats are recorded based on what they say on the line. 

Before I begin, this is Citi 's AutoPay Terms and Conditions; Under Payment Amounts and Available Credit, it states that, 1. ) " Your AutoPay payment amount may be reduced if youve made additional payments or received credits during the current billing cycle that result in a credit balance '' 2. ) " You will see a reduction in your current balance, and in your minimum payment due as soon as your AutoPay payment is processed. '' **See attached screenshot for proof** Basically what it says is that if there is a payment made before AutoPay, then it would automatically adjust the AutoPay amount or go {$0.00} when the statement balance is paid in full so it would not charge twice. 

Highlighting these informations : 1. ) My Citi Custom Card and my other credit card from Citi account are both enrolled in AutoPay to pay the statement balance in full every month and with my Citi Custom Cash which currently I have a problem with happens XXXX of every month. 
2. ) I usually like to pay my cards manually like days before the AutoPay kicks in not just with Citi but with other banks as well. I enabled AutoPay with a reason " Just in case I forgot to make a payment. '' How the issue started : On XX/XX/XXXX ( Friday ), I made a manual payment using Citi 's iPhone Application " Citi Mobile '' amounting to " {$260.00} '' and posted fairly quickly on the account and was deducted from my XXXX Checking Account with " WEB ID : XXXX XXXX '' on XX/XX/XXXX ( Monday ). 

On XX/XX/XXXXXXXX  ( Tuesday ), I got a notification from XXXX that my account balance had decreased and found out it was because Citi AutoPay ( which is not supposed to happen based on their AutoPay Terms and Conditions ) had processed a payment amounting " {$130.00} '' **Confirmation FROM XXXX XXXX WEB ID : XXXX**, which is NOT even the statement balance on the account and apparently it is the running balance. Therefore, the balance went to {$0.00}. 

I immediately checked Citi 's Mobile app and as expected an AutoPay amounting to " {$130.00} '' was processed and posted on XX/XX/XXXX with the confirmation FROM CITI " XXXX AUTO-PMT '' ( CITI ) ; and FROM XXXX XXXX WEB ID : CITICARDAP** I reached out multiple times for Customer Service : 1 . ) The first reach out was through Chat Support on the Citi Mobile App I believe on XX/XX/XXXX. I spoke to a representative and asked about why I was charged again when I already made a payment and AutoPay should've not charged my checking account again. The representative acknowledged that this was not supposed to happen and told me he was going to review the account. Later on that chat, I said can I just get refunded for the overpayment I made which is " {$130.00} '' and he said, he would go ahead and check it first before making some sort of request. A few minutes later, I was told that he would refund the overpayment which is " {$130.00} '' and would reflect on my checking account within a few business days. 
2. ) I reached out again on the same day XX/XX/XXXX, but this time through phone as I did not get any confirmation through email or on the app that the refund was on the way or chargeback. When I got to hold to the representative and ask for this information but of course I mentioned what happened. He told me that they could not refund AutoPay and he did not see any request for a refund by the previous representative I spoke with and offered if I want him to process the refund instead. This frustrated me even more so I said no thank you, just leave it on the account. Like whatever and hang up. 
3. ) I called again on XX/XX/XXXX ( Friday ) when I found on the app that my balance had gone up even if I hadn't used my card after that issue. Looks like they Charged me back " {$260.00} '' which is still not on my checking account til today XX/XX/XXXX ( Friday ). Anyway, I called again for the third time and spoke to another gentleman on the phone and explained everything again from the start. He apologized and was told that yes the AutoPay system should have not done that since the " {$260.00} '' was " CREDIT REFUND AS REQUESTED '' on XX/XX/XXXX and just waiting for it to reflect on my checking account. I also mentioned that since it was refunded for sure I would be charged with interest and I am not paying no interest when it is Citi 's fault and he assured me that whenever I got my refund and paid back the account, whatever the interest charge will be waived. I also asked if there was some sort of credit for this inconvenience and he gave me a laughable {$10.00} for wasting my time by calling Citi again and again which was reflected on my account on XX/XX/XXXXXXXX  ( Saturday ) To reiterate : As of today, XX/XX/XXXX ( Friday ), I have not received any refund back to my checking account and it has been over 3 weeks since it was processed.

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