Consumer complaint received 2026-07-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A.
State: HI

Complaint narrative:
I am filing a NEW complaint because Citibank provided a false and inaccurate investigation report to close my previous complaint ( Case # XXXX ). Citi 's claim that my payments were " returned unpaid due to revoked authorization '' is a complete distortion of the facts, caused by Citi 's failure to reconcile a duplicate transaction, my subsequent dispute actions, the unauthorized cancellation of my active XXXX XXXX plan, and a fundamental system defect in how Citi manages Autopay alongside XXXX XXXX Here is the exact chronological sequence of events that occurred in XX/XX/year> : 1. THE SYSTEMIC ROOT CAUSE ( CITI 'S AUTOPAY & XXXX XXXX DEFECT ) : This entire issue stems from a critical flaw in Citibank 's system integration. If a customer is registered for Autopay with " Total Statement Balance, '' and subsequently enrolls a purchase in a XXXX XXXX plan, Citis system does NOT automatically update the Autopay draft to reflect only the designated monthly XXXX XXXX installment plus regular purchases. Unless the customer manually modifies their settings, Citi 's system blindly attempts to draft the entire remaining balance of the XXXX XXXX plan at once. This structural flaw forces duplicate payments and severe overdraft risks upon any customer utilizing the XXXX XXXX product. 2. THE SET-UP & THE XXXX XXXX PLAN : On XX/XX/year>, I made a purchase of {$2400.00} at " XXXX XXXX XXXX '' and enrolled it in a XXXX XXXX XXXX plan with a monthly payment of {$420.00}. For my XX/XX/year> payment, Citis system offered an option to pay my actual monthly balance ( which included my monthly {$420.00} XXXX XXXX installment and regular purchases ) totaling {$1800.00}. 3. THE SYSTEM DUPLICATION & BANK HOLD : On XX/XX/XXXX, I selected this payment option, but due to a system glitch or double-clicking, XXXX duplicate charges of {$1800.00} each were initiated. Recognizing that XXXX identical amounts were being charged on the same day, my bank ( XXXX ) successfully cleared XXXX payment of {$1800.00}, but placed the second duplicate {$1800.00} payment on " Pending/Hold '' status as a security measure. 4. MY PROACTIVE DISPUTE & CANCELLATION ACTIONS : To correct this over-billing, I immediately took active steps : * I contacted XXXX to dispute and stop the duplicate {$1800.00} transaction that was still pending. * I contacted Citibank on XX/XX/XXXX to request the cancellation of the duplicate pending {$1800.00} payment, as well as the cancellation of the scheduled {$3900.00} Autopay ( which was also pending/processing and would have severely overdrawn my account ). 5. THE ACTUAL BANK TRANSACTION PROOF ( ATTACHED XXXX STATEMENT ) : As clearly proven by my attached XXXX bank statement ( XXXX XXXX ) : XXXX XXXXXX/XX/year> : One legitimate payment of {$1800.00} was successfully and permanently debited from my account. This money was successfully received by Citi and never returned. XXXX XXXXXX/XX/year> : The Autopay of {$3900.00}, which had briefly processed, was successfully refunded back to my XXXX account as a credit of {$3900.00}. XXXX XXXXXX/XX/year> : The Autopay of {$3900.00} was eventually drafted as settled. 6. CITI 'S LEDGER CONFUSION & ERRONEOUS TERMINATION OF XXXX XXXX : Because of my legitimate dispute on the duplicate {$1800.00} transaction and the cancelled Autopay, Citibank 's system erroneously flagged the cleared transactions as " Returned Unpaid. '' Furthermore, Citi unilaterally and incorrectly marked my {$2400.00} XXXX XXXX plan as " Paid in Full. '' Because of this unauthorized cancellation of my installment plan, Citi has been dumping the entire remaining balance of the XXXX XXXX onto my subsequent monthly statements, severely inflating my " Total Amount Due. '' To penalize me further, Citi added an extra {$3400.00} " returned unpaid refund '' transaction to my balance and charged me {$83.00} in interest on XX/XX/XXXX. CONCLUSION & SYSTEM IMPROVEMENT DEMAND : Citi successfully received my valid payment of {$1800.00} on XX/XX/XXXX, which covered my actual due balance. I should not be penalized simply because I took proper action to stop Citi from double-drafting duplicate pending charges. More importantly, Citibank must implement a systemic fix for this issue. To prevent this identical nightmare from happening repeatedly to other consumers, Citibank must redesign its platform so that enrolling in a XXXX XXXX plan automatically recalibrates the user 's Autopay settings to draw only the adjusted monthly payment amount, rather than blindly attempting to draft the full original statement balance.

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