Consumer complaint received 2026-02-11 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Charged fees or interest you didn't expect — 
Company: CITIBANK, N.A.
State: LA

Complaint narrative:
XX/XX/XXXX To whom it may concern : I took out a personal loan with Citibank a couple of years ago. My payment record is perfectXXXX  never a missed or late payment. My credit score has always maintained a required level to have the privilege of having a loan and credit card with this company. XXXXThere is a payment schedule in my account that shows consistent on time payments and dates and amounts paid. I will attach this schedule at the end of my complaint. 
In late XXXX of XXXX, my husband was XXXX  with a XXXX  XXXX via a XXXX XXXX. We were on our way to the XXXX for a well-deserved getaway. The XXXX recommended that he didn't wait too long to have the XXXX  removal of the XXXX. After a family debate, we decided the XXXX should definately take priority and that we could visit the islands another time. The XXXX was immediately scheduled and carried out in early XX/XX/XXXX. 
Without seeming to make excuses, I totally forgot to make the transfer that makes the monthly payment to Citibank. So it did not get made on time. I got an email that stated my payment was past ( 6 days ) due and my first reaction was surprise. This never happens. But the pressures of the holidays and possible XXXX XXXX  after the XXXX and XXXX, had totally thrown me off task. I immediately went online to my CIti account only to find out they had doubled my monthly payment due for this XXXX  day lateness I spent most of my day calling every number Citi Bank has listed and only once talked to a XXXX  who gave me a number to pay my late payment with a debit card and hopefully plead with someone to remove the double payment penalty. No one had the authority to take my payment so back to calling every number listed for this financial institution. it still goes unpaid. I read online that sometimes Citi Bank may charge a XXXX XXXX dollar late fee, but not double the payment. There was nothing in the contract that stated any such thing and I would be surprised if that were legal when people can prove they have made a valiant effort to pay on time every month. XXXX  : I would like an answer to the reason for this upset and why it is so difficult to speak to anyone on the phone. Their answering service should be illegal. The internet is full of complaints from people who say they can't ever speak to anyone that can help them. It's a big runaround and a strain on Consumer Protection Agencies time and resources.

Can someone help me to contact Citibank or have them contact me so I can appeal to their compassionate side about forgiving an occasional late payment? Your job must be stressful and eye opening at the same time. The banking institutions, in general are getting out of hand at the same time the Administration threatens to cut Social Security and health care for seniors and hard working Americans. I am grateful that we have the opportunity to report indescrepencies to an organization like yours. Thank you for your attention to this matter. 
XXXX/Payment Record for Citibank Loan XXXX Sincerely, XXXX 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 explanation