Consumer complaint received 2024-09-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: CITIBANK, N.A.
State: MI

Complaint narrative:
A first for me : XXXX complaints on one day. They are related. XXXX XXXX  was the more egregious of the twoperhaps. I had a scheduled payment with Citibank for my XXXX XXXX card due on XX/XX/XXXX. There was a restriction on my account started on XX/XX/XXXX because of the banks ineptitude and I clearly stated to them to honor my bills as I had ample funds to do so. 

I received a notice of XX/XX/year> via email that the restriction had ended. Then, I received an email stating that my payment to Citibank for XXXX had been declined. I was really angry and frustrated. I went straight to my Citibank account. I saw they had disabled XXXX as an option to pay from and my only option was to remove the account. However, I attempted to add the account back to my Citibank card as a payment account and it went completely fine. So, on the morning of the XXXX, I put in a payment for $ XXXX again. I felt good about that. EVERY SINGLE CARD that I have allows one day of grace and this was just a matter of hours. 

The next day from Citibank, I received an email that THEY had canceled my payment. XXXX. I went to the account page immediately and could see that XXXX was still a viable payment option. But, incredulously, they had negated my attempt to pay in a somewhat timely manner on the XXXX. How incredibly frustrating. I could also see that the amount had increased by {$29.00}. 

THAT is why they canceled my payment because they were hot to charge me that {$29.00}. I called them to speak with em about why did they cancel my attempt on the XXXX to pay my bill in fullI was told they would accept a payment of the original amount over the phone and I could call back and ask for this {$29.00} fee to be reversed. He made it sound hopeful. 

I did see the payment for $ XXXX show up on my XXXX account on the XXXX and now it showed that I owed the {$29.00}. I had to call again to ask that this be reversed. A LOT of XXXX work they made me do when they could have JUST ACCEPTED my payment. Also, this representative was very unwilling to even consider reversing the amount. 

Finally he told me if XXXX would write a letteretcmeaning more phone calls, email, time writing for this {$29.00}. I will never use this card again. Despicable company. To put through all of this when I ALWAYS pay in full in a timely manner. 

Also, I mentioned to him that although my statement reflects that I owe {$29.00} on this now new statementthat same amount was withdrawn from my XXXX account, today, XX/XX/XXXX. He would not believe me. Obviously I could not show him over the phone. He just ended the conversation stating it must be another Citibank card payment. It is not. He would not listen. Horrific customer service representative. I know ALL my accounts and what payments are going out when. There is only ONE Citibank card that has a {$29.00} payment. 

So, they have this on the new generated statement AND THEY ( not me ) have taken the the liberty of withdrawing it from my checking account. In essence, I am set up to pay this TWICE when I should not have to pay this once. Furthermore, they very well do not need a letter from my bank sending me through another hoop to jump through for {$29.00} from a XXXX XXXX XXXX woman who always pays her bills on time. They very well could have offered this as a courtesy which I have not once asked for. I seriously regret using their card because I have much better cards with companies that truly appreciate a customer like myself. 

I am concerned that XXXX will also pay the {$29.00} - that is, reverse that inappropriate amount - and there will still be that {$29.00} on my Citibank account. I want these XXXX very despicable companies to own THEIR bad behavior on both ends and I do not want to be charged {$29.00} because XXXX inappropriately declined to pay a scheduled bill payment that I made through the Citibank website weeks agoand because Citibank unconscionably deleted my XX/XX/XXXX attempt to pay the bill once I saw what XXXX had done.

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