Consumer complaint received 2017-09-05
Company: CITIBANK, N.A.
State: UT
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:
XX/XX/2017 I have never received a paper statement from this company!! Usually did all my payments, checking account activity, etc. online. 

I called Citibank ( XXXX XXXX XXXX card ) to start the process of reporting that I had lost my wallet the previous day XX/XX/17, which included the aforementioned credit card. They informed me that I would receive the new card in 3-6 days. I also wanted to catch the account up as it was delinquent for 3-4 months where I was only able to make a small payment in the amount of $ XXXX/month. I made a payment on the account that was behind and asked several times what I needed to do to catch the account up and make it current. The person I spoke with informed me that the amount needed to catch the account up and make it current was {$530.00} which i then paid using my debit card. I then went onto the internet website that I used to get current account information and saw that there was another {$50.00} that was due by XX/XX/2017. I asked and expected an honest answer about the amount that I had just paid to catch the account up and make it current. I am and have been unemployed for six months now and gave them every last cent that I had to catch the account up according to a customer service rep I had talked to on the date of my {$530.00} payment. This is an action to get more money out of me, and its deceitful and fraudulent. 

XX/XX/XXXX I tried to log onto the website I used to get account information and make payments in the past and was n't able to log on. I then uploaded the Citibank App. and tried to log in their to no success. I then I called the call center for Citibank Credit cards and talked to another customer service representative to make the {$50.00} payment and not incur the wrath of Citibank and its late fees and raised interest rates. I was informed that the account had been closed several months earlier and that I was no longer allowed access to any of the Citibank Websites and that he could n't take my payment because of some confusion on their end. He informed me to call back in 4-5 business days and try again then. This would then make the current payment of {$50.00} due by XX/XX/2017 late, through no fault of my own. I asked about the late fee and was told that I would incur one if the payment was n't retrieved by the due date. but according to them I would n't be able to make that payment until after the due date??? Im so confused. 
Ih ave never been told that I could not make a payment several days before a specified due date to any company and especially when the time frame they gave as to when I could make a payment was after a due date. This again sounds very predatory and fraudulent and I ask for some kind of relief from this company which is trying to milk me for dollars that I do n't have at the moment. 
Im trying hard to repay a debt that I have incurred and take full responsibility for the account being delinquent. I have been assesed massive amounts of late fees and an increased and incredibly large interest rate which makes this account harder to pay off. 
I also thought that I had credit protection on this account which would have helped in the matter of my becoming unemployed, but was told that I did n't. 
Just want some help in trying to deal with a large company that is more interested in $ $ $ $ than the humans they take advantage of!!!! 

This company also asked for and used my social security number to identify my account which is against the law if I 'm correct. Please do n't let companied dealing with or through foreign countries to be able to use my social security number as identification! Especially when Im asked to give it to people who live in XXXX, over a non-secure telephone connection!

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