Consumer complaint received 2026-03-05 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Problem with customer service
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
I am filing this complaint regarding servicing and collection practices associated with my Citi Bankissued XXXX XXXX credit card account, specifically involving : 1. The repeated unauthorized removal of automatic payment enrollment, and 2. Excessive and repeated collection calls following a missed payment caused by that system failure. 3. These issues have occurred repeatedly over time and have caused unnecessary stress, disruption, and potential damage to my account standing. Unauthorized Removal of Automatic Payment Enrollment For a significant period of time, I have maintained automatic payment enrollment on this account to ensure payments are processed on time. However, approximately every two to three months, the automatic payment enrollment is removed from my account without my authorization, request, or notification. When this occurs, payments that should have been processed automatically are not made, which leads to the account appearing past due. This recurring system failure is outside of my control, yet it places me in the position of appearing delinquent despite my clear intent to pay and maintain autopay. The most recent occurrence involved my XXXX payment due XX/XX/XXXX. Because the autopay function had once again been removed from my account without my authorization, the payment was not processed. Once I discovered the issue, I immediately arranged to bring the account current. I will make the payment before the newly posted due date of XX/XX/XXXX. Excessive and Repeated Collection Calls Following the missed payment caused by the unauthorized removal of autopay, I began receiving numerous and repeated collection calls, often multiple times per day. During several of these calls, I informed representatives that I was dealing with an immediate family medical emergency involving my grandfather who was actively XXXX and later passed away. Despite informing representatives of this situation, the calls continued repeatedly. Below is a record of the call frequency. XX/XX/XXXX XXXX calls During one call I informed the representative that I was dealing with my grandfather being transferred to hospice as he was actively XXXX. XX/XX/XXXX XXXX calls During one call I informed a representative that my grandfather had passed away approximately ten minutes earlier. Despite this disclosure, I received three additional calls later the same day. XX/XX/XXXX XXXX calls XX/XX/XXXX XXXX calls XX/XX/XXXX XXXX calls XX/XX/XXXX XXXX calls XX/XX/XXXX 6 calls During the first call I informed the representative I was on my way to my grandfathers funeral and reiterated that the payment would be made before the newly posted due date. Five additional calls followed that day. XX/XX/XXXX XXXX calls XX/XX/XXXX XXXX calls XX/XX/XXXX XXXX calls XX/XX/XXXX XXXX calls XX/XX/XXXX XXXX calls The first call occurred at approximately XXXX XXXX EST on a Saturday. XX/XX/XXXX XXXX calls XX/XX/XXXX XXXX calls XX/XX/XXXX XXXX calls XX/XX/XXXX XXXX calls as of XXXXXXXX XXXX EST During the most recent call on XX/XX/XXXX, I informed the representative that : The payment will be made before the XX/XX/XXXX due date I am filing this complaint due to excessive collection practices Regulatory Concerns The practices described above raise concerns under federal consumer protection standards, including : Unfair or Abusive Practices ( UDAAP ) Under the XXXX XXXX XXXX Reform and Consumer Protection Act, financial institutions are prohibited from engaging in unfair, deceptive, or abusive acts or practices. Repeatedly removing automatic payment enrollment without authorization and then aggressively pursuing collection activity as a result may constitute an unfair servicing practice, particularly when it creates avoidable delinquency. Harassing Collection Conduct While Citibank is the original creditor, regulators frequently evaluate collection conduct against the harassment standards contained in the Fair Debt Collection Practices Act. Those standards prohibit conduct intended to harass, oppress, or abuse a consumer, including repeated telephone calls made with the intent to annoy or harass. Receiving as many as nine calls in a single day, particularly after informing representatives of a death in my immediate family, appears excessive and unreasonable. Notice to Executive Complaint Resolution Unit This complaint is being submitted to the Consumer Financial Protection Bureau for formal review. I request that it be directed to Citibanks Executive Customer Resolution or Regulatory Response Unit, which typically handles CFPB-submitted complaints. Given the documented pattern of autopay removal and the volume of collection calls during a documented family bereavement, I request a prompt and substantive response explaining the cause of the system issue and the corrective measures being taken.

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