Consumer complaint received 2020-05-12
Company: CITIBANK, N.A.
State: OK
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:
FooterCiti Opens Popup Why Citi Opens in new window Opens in new window Relationship Banking Business Banking Rates Help & Support Chat With Us Citi Mobile App appBadgeImage0 appBadgeImage1 2020 Citigroup IncOpens in new window Feedback Live Chat Available NymfaMinimize End conversation You at XXXX, XXXX XXXX : COVID-19 Assistance Request If you've been impacted by COVID-19, you may be eligible for assistance measures. Once you complete this form, we should respond within 7-10 business days. Each account can only be submitted once. Additional terms and conditions may apply. See full details below.

Read Info at XXXX, XXXX XXXX : Welcome to Live Chat. Now you can reply to us in your own time and view your chat history. What can I help you with? Please do not share sensitive account information, such as your security word or expiration date here. We may send you a secure electronic form to collect this information. This session may be recorded or monitored.

A representative will be with you in a few minutes. 
You at XXXX, XXXX XXXX : I would like apply for the deferral payment for the credit card account I do have with citi Read Info at XXXX, XXXX XXXX : You're now connected to XXXX.

XXXX  at XXXX XXXX XXXX : Hello XXXX!

Good Morning!

I would like to in

form that due to COVID-19 we're receiving more chats than expected. Kindly understand this situation and be assured we are trying to answer as many queries as possible and trying our level best to help you. Citi really appreciate your patience. Please allow me a minute to review the account so that I can assist you better. " You can enroll yourself to COVID-19 Payment Plan online to get below benefits : - Minimum Payments waived for 2 consecutive billing cycles, beginning with the minimum payment that is due today. If there is not yet a payment due, minimum payments will be waived for the next 2 consecutive billing cycles. Late Fee waiver for 2 consecutive billing cycles. " XXXX  at XXXX, XXXX XXXX : Thank you for messaging with us, we are happy we could resolve all of your questions today. Please provide our team feedback on your experience and reach out if you have any additional requests. Your conversations will be saved for you and our team for future interactions and we thank you being the best part of Citi. Have a great day! Conversation closed by the agent at XXXX, XXXX XXXX : Citi Bot at XXXX, XXXX XXXX : Before you go, please take our 3-question survey. Your feedback helps us serve you better. 1. Based on your experience with Live Chat, how likely are you to recommend Citi to a friend or colleague? Choose a number from 0 ( not at all likely ) to 10 ( extremely likely ). Citi Bot at XXXX, XXXX XXXX : The survey has expired. Thank you for your time. How can I help you today? Please do not share sensitive account information, such as your security word or expiration date here. This session may be recorded or monitored. You at XXXX, XXXX XXXX : COVID-19 Assistance Request If you've been impacted by COVID-19, you may be eligible for assistance measures. Once you complete this form, we should respond within 7-10 business days. Additional terms and conditions may apply. See full details below. XXXX XXXX XXXX No open account ( s ) are available at this time. Read Please do not share sensitive account information, such as your security word or expiration date here. We may send you a secure electronic form to collect this information. This session may be recorded or monitored. Citi Bot at XXXX, XXXX XXXX : We are experiencing longer than normal wait times. You can leave your message here. Be as descriptive as possible, so that we can provide a complete answer when we are available to reply. You can also Message Us in the Citi Mobile App. Just click X on the conversation window and send us a message in the app. You'll receive a notification on your mobile device as soon as an agent responds.

Info at XXXX, XXXX XXXX : Youre now being transferred to the next available representative.

You're now connected to XXXX.

You at XXXX, XXXX XXXX : Hi Read XXXX  at XXXX, XXXX XXXX : Greetings from Citi Live Chat. Thank you for choosing Citi as your preferred bank. Hi! My name is XXXX. I got your query. I will be assisting you for this session. Please continue to wait patiently for just a moment while I review your account information. And how can I help you today?

You at XXXX, XXXX XXXX : I been trying to get a deferral payment on my credit card and I'm getting this message COVID-19 Assistance Request If you've been impacted by COVID-19, you may be eligible for assistance measures. Once you complete this form, we should respond within 7-10 business days. Additional terms and conditions may apply. See full details below.

XXXX XXXX XXXX No open account ( s ) are available at this time.

Read XXXX  at XXXX, XXXX XXXX : That is a notification that your account may be eligible for deferred payment due to covid19.

You at XXXX, XXXX XXXX : If you read the message said no open account are available at this time, for that reason I can not make the request my account has been closed for a while so I don't see where I can ask for help for the payment referral Read XXXX  at XXXX, XXXX XXXX : Thank you. Let me check your account details. Please bear with me.

You at 19:49, XXXX XXXX : ok Read Info at XXXX XXXX XXXX : Sorry it's taking longer than expected to reply. A representative will respond shortly.

You at XXXX, XXXX XXXX : ok Read XXXX  at XXXX, XXXX XXXX : I'm so sorry to keep you waiting. Ms. XXXX  yes it is verified that your account is already closed initiated by the bank.

You at XXXX, XXXX XXXX : So i can ask for help Or help is not available for me??

Read XXXX  at XXXX XXXX XXXX : Due to the status of the account, the covid19 program is not at help as of the moment.

You at XXXX, XXXX XXXX  : So what are you telling me a help is not available for me?? basically??

According to Citi statement, is for past due accounts not for closed accounts Read XXXX  at XXXX XXXX XXXX : Let me check more details for you. Please bear with me. Hold on.

XXXX  at XXXX, XXXX XXXX : Ms. XXXX, for this covid19 program this is only applicable for active accounts.

You at XXXX, XXXX XXXX : can you please give me more details of the reason why a help due to this current cirscuntaces ( CORVD-19 ) has been denied to me? so I can dispute this and also escalate further Read XXXX  at XXXX, XXXX XXXX : For us to further assist you with your concern, I may suggest to contact our customer service team, phone number is XXXX they are open 24/7.

You at XXXX, XXXX XXXX : So you are not part of the customer service??

How I can get this transcript email to me Read XXXX  at XXXX, XXXX XXXX : For more options in your end and for to be able to speak to a live agent please contact our customer service hotline. And we will be more happy to assist you. Due to we are on live chat. We do have limited access on the account. I hope you understand Ms. XXXX.

You at XXXX, XXXX XXXX : can you email, me this transcript??

Read XXXX  at XXXX, XXXX XXXX : I do apologize we don't have that option here.

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