Consumer complaint received 2022-11-29
Company: CITIBANK, N.A.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
The following is a timeline of my issue. 

XXXX  I made a purchase at XXXX XXXX XXXX restaurant in the amount of {$41.00} I did not receive a bill thereafter. 

XXXX A late charge was issued for {$29.00}. DUE date XX/XX/ XXXX A late charge was issued for {$40.00}. DUE date XXXX I did not receive a bill. 

XXXX I received a letter indicating my payments were late. I immediately responded upon receiving the bill and on XXXX  I contacted Citi and requested to pay the bill in full. I was informed by the representative the total bill was {$41.00} ( aside from late fees ) and at that time I requested that all of the late fees be waived and the representative agreed to refund them. It was my understand that on XX/XX/ all payments were satisfied and my account balance was XXXX. I requested a confirmation number and was told by the representative that they did not have a confirmation number to provide me however I will receive a letter in the mail. I never received a letter. 

XXXX  I received a letter dated XXXX indicating that I needed to contact Citibank due to late payments. To my surprise I was shocked since I satisfied all payments on XX/XX/. I contacted Citi and was disconnected upon trying to explain the matter to the first representative. At approximately XXXX  I called back and spoke with representative who identified himself as XXXX XXXX I tried to explain and gather information from XXXX regarding my account and explained my account should be XXXX balance however he explained that the late fees were only waived for 2 months and not 3. He explained that {$11.00}, {$19.00}, {$40.00} was refunded however he is not allowed to refund me any additional fees. he became frustrated as noted in his raised speech to me. I asked him to stop yelling at me but he continued. He stated I owed {$70.00}. I was confused as to how If I have not used the card for any purchases or withdrawals since XXXX 

It is clear that the representative I spoke and made the full payment with on XX/XX/ misled me to thinking that my total bill was satisfied on that day. I never received a bill in the mail or email to notify me that I owed any money yet Citi bank continued to charge me late fees. They seemed negligent in providing me with a bill. This has led to a decrease in my XXXX score and i kindly ask it be resolved. I have worked hard to keep a good credit score and understand how this act on behalf of Citibank and their staff is damaging. 

Furthermore I do not understand how I was only refunded {$11.00}, {$19.00}, {$40.00} - I was informed that all 3 late fees would be waived. late fees are {$40.00}. 

On the same day I contacted the rewards program to redeem them and upon attempting to confirm my address was given an address that is not my correct address. 

As a result on XX/XX/ I closed 2 of the 3 credit cards I have with Citi. I intend on closing the this card however would like to resolve this matter before doing so. Than you. 

XXXX XXXX

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