Consumer complaint received 01-04-2018 about Credit card or prepaid card (General-purpose credit card or charge card) with CITIBANK, N.A. (IL).
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint: In XX/XX/XXXX I spoke with the Citi ThankYou Preferred Internal Recovery unit for settlement on my account ending in XXXX. Citibank informed me that the settlement amount was {$5000.00} and had to be paid within 30 days. 

XX/XX/XXXX-I sent check # XXXX for {$5000.00} on XX/XX/XXXX which was within the 30 days and paid off the settlement. I continue to receive statements on the settled account. The XX/XX/XXXX balance on the account is {$3000.00}. 

XX/XX/XXXX-I contacted Citibank and was told that the account would reflect a zero balance on the statement in the 1st or 2nd week in XX/XX/XXXX. 

XX/XX/XXXX @ XXXX I contacted Citibank regarding the settled debt. First I received a message that they were closed and to call back. I called back again the phone number rings then disconnects automatically. At XXXX I called XXXX XXXX of the Citibank Executive Response Unit at XXXX XXXX and was transferred to the Internal Recovery Unit. I was told by the Agent that the remaining balance was to be waived off with manager approval and they would send me a letter of confirmation. 
* When I spoke with the Agent on XX/XX/XXXX at XXXX, I was told that I called and was disconnected on XX/XX/XXXX, and that I called back and spoke with someone at XXXX. I did not speak with anyone from Citibank at XXXX. I document my interactions every time I call. 

XX/XX/XXXX at XXXX I called Citibank # XXXX and was told by the Agent that they wo n't be able to assist me with the account. The Agent told me I have to call back in one hour they are having technical difficulties per Internal Recovery Unit. 

XX/XX/XXXX at XXXX I called Citibank at # XXXX XXXX regarding the fact I am still receiving statements with a balance after the account was settled, paid, and was to be confirmed by letter of the settled debt by Citibank. At XXXX the Agent said, I will check into it and put me on hold. 
XXXX The Agent said that the original settlement was issued for {$5000.00} and that it had to be approved by a Manager to be legitimate. 
I informed the Agent the account was settled by Citibank for {$5000.00} and it had to be paid in full within 30 days or I would lose the settlement in XX/XX/XXXX. I asked to speak with a supervisor. 
XXXX The Agent XXXX of the Citibank Internal Recovery Unit. At XXXX I informed the Agent XXXX the same information I had just told the Agent I spoke to before him. At XXXX I was told that he had to check with someone and put me on hold. 
XXXX The XXXX XXXX said that when I called on XXXX/XXXX/XXXX my call was dropped and that because I have not called back since he has to see what the status is. 
I had called last on XXXX/XXXX/XXXX at XXXX. 
XXXX-The Agent XXXX transferred me to the Payment Escalation Department. The Agent XXXX would not give me a direct phone number to the Payment Escalation Department. XXXX gave me his phone number instead XXXX I then spoke to a woman Citibank Agent who said her name was XXXX, her ID # XXXX. I was told by Agent XXXX that the account was never settled because I tried to negotiate a lower price of {$3100.00} in XX/XX/XXXX while discussing the settlement with Citibank and that it needed Manager approval. 
I informed Agent XXXX that I was given the settlement amount of {$5000.00} by Citibank, and that I had to pay the amount within 30 days which I paid in full on XX/XX/XXXX. I said it was an enforceable verbal contract/settlement with Citibank in XX/XX/XXXX and the account should be waived today. 
Citibank Agent XXXX said that she had to escalate it to her Supervisor and it needed to be checked by the Internal Recovery Unit. 
I said that I had already spoken with the Internal Recovery Unit and I wanted the account settled immediately with written documentation sent to my home by Citibank confirming that the account has been settled and paid in full, and I wanted the direct number to the Internal Recovery Unit. 
Citibank Agent XXXX said the Internal Recovery Unit do not take calls and that they work through us inferring that the Internal Recovery Unit works through her. She then said that it would take 7-10 days to get a response and I had to call back within that time frame. I questioned the Citibank Agent XXXX about the timing of my phone calls on XX/XX/XXXX and she said that I called at XXXX and spoke with a Citibank Agent. At XXXX I asked for the name of the representative and the ID number. The Citibank Agent XXXX said that she can not give me a name of an agent or an ID number, and she needs to ask her Supervisor for permission. XXXX said that she will document everytime I call, that the call was being disconnected, she is trying to help me but, I have to call back in 7 to 10 working days.

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