Consumer complaint received 2026-01-08 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: CA

Complaint narrative:
CFPB Complaint Draft Company : Citibank , N.A . ( Citi Cards ) Product : Credit Card Issue : Returned payment / returned check fees Amount in dispute : {$60.00} ( {$30.00} on XX/XX/year>XXXX  and {$30.00} on XX/XX/year>XXXX  ) What happened I am submitting this complaint regarding two returned payment ( returned check ) fees assessed by Citibank on my credit card account on XX/XX/year>XXXX  ( {$30.00} ) and XX/XX/year>XXXX  ( {$30.00} ). 

The issue arose from an initial online payment that was returned. After the first returned payment, I proactively contacted Citi by phone on XX/XX/year>XXXX  to cancel or stop any further payment attempts. During that call, I specifically asked whether Citi could prevent additional payment attempts and related fees. 

The Citi representative I spoke with on XX/XX/year>XXXX  told me not to cancel the payment and advised me to let the process happen, implying that the matter would be resolved without additional adverse consequences. Relying on this guidance from Citi, I did not take further action to block the payment attempts. 

Despite my call and reliance on that advice, Citi re-attempted the payment and assessed a second returned payment fee. 

I made additional calls on XX/XX/year>XXXX  and XX/XX/year>, including a conversation with a representative named XXXX, who informed me that at least one of the returned payment fees could be waived, but that the fees had not yet posted and would need to be addressed afterward. 

Once the fees posted, Citi representatives and a supervisor later refused to honor those representations, stating the fees were valid and could not be waived. Citi also stated they were unable to review call recordings or provide an audit of my prior calls, despite my specific references to dates, times, and agent names. 

Why this is a problem I attempted in good faith to stop additional payment attempts after the first returned payment. 

I relied on explicit instructions from a Citi representative who advised me not to cancel the payment and to allow the process to proceed. 

Citi later assessed additional fees directly contrary to that guidance. 

Citi can not or will not verify internal call records, yet denied relief without investigating or reconciling conflicting information provided by their own agents. 

I was effectively penalized for following Citis instructions. 

What I am asking for Reversal or credit of at least one returned payment fee ( {$30.00} ), and preferably both, as a matter of fairness and reliance on Citis representations. 

A review of Citis internal call logs and agent notes from XX/XX/XXXX, XX/XX/XXXX, and XX/XX/year>. 

Written clarification of Citis policy regarding cancellation of ACH payment attempts after an initial return, and how consumers are protected when relying on agent instructions. 

Additional information I have preserved a full transcript of my Citi chat interactions documenting Citis refusal to review prior calls or provide call audit information. I am willing to provide dates, approximate times, and agent names to assist Citi in reviewing the calls.

Phone call Dated XX/XX/XXXX, XXXX I had a phone call with " XXXX '' at XXXX XXXX for 22 minutes. We reviewed this case, I asked him to connect me with " XXXX '' whom he told me he was unaware of and unable to connect me with. I asked him for a confirmation number which he told me he would not be able to send me until AFTER the phone call was completed. I confirmed with him my email over the phone, XXXX. However, despite the phone call finishing much time ago, I still have not recieved an email confirmation of our discussion, or my complaint, despite his reassurance prior to hanging up on me. 

XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. I'm Citi Bot, and I'm here to help with your account questions. 
Here are a few of the many topics I can help you with or feel free to ask a question. 
Customer Message I would like to dispute my return check fees dated to XX/XX/year>, and XX/XX/year>XXXX  Read Alright, what kind of fee do you need help with? 
Annual Fee Late Payment Fee Cash Advance Fee Foreign Purchase Transaction Fee Returned Payment Fee Balance Transfer Fee Customer Message representative Read Sure, I'll connect you with a representative. I'm always learning new things, so maybe I'll be able to help next time. 
You're now connected to : XXXX XXXX XXXX I would like to dispute my return check fees dated to XX/XX/year>, and XX/XX/year>XXXX  Read Thank you for waiting. You are now connected with XXXX Thank you for reaching Citi live chat representative. My name is XXXX! While I take couple of minutes to review the interaction with BOT. I would like to understand if this is your first interaction with the chat agent for this query? 
Thank you for reaching Citi live chat representative. My name is XXXX! While I take couple of minutes to review the interaction with BOT. I would like to understand if this is your first interaction with the chat agent for this query? 
Customer Message No Read Sure, I would be happy to assist you regarding return check fee dispute As when a payment has been initiated Citi makes three attempts to request for payment from your payment bank, if the payment has been returned after the first attempt a return check fee will be charged to the account and Citi will make a second attempt to request for payment with your payment bank again.

Customer Message Can I have the fees waived Read XX/XX/year> RETURN CHECK FEE {$30.00} XX/XX/year> RETURN CHECK FEE {$30.00} Are you referring to this both fees? 
Customer Message yes Read Customer Message You can see I attempted to pay an online payment on XX/XX/year>XXXX  as well which successfully posted Customer Message I made several calls over this time frame as well to cancel the initial payment Read Customer Message I spoke with XXXX on XX/XX/year> regarding this incident and he told me that he would be able to waive at least one of the fees Read With my best efforts I tried to waive off the return check fee from my end ; however, I received the below message : Unfortunately, we are unable to waive the return check fee for you, if the returned check fee is due to Bank error, have your Bank write to Citi Cards XXXX XXXX XXXX XXXX XXXX, MO XXXX Customer Message can you write them o my behalf? 
Read I tried my best to waive the fee for you, if there was anything possible from my end, I would have been more than happy to help you, however, it is not possible to waive the fees from my end. 
We can not do that at the moment, and you will have to take a follow from your end if it's a bank error. 
Customer Message yes lets escalate Read Let me transfer this chat to our dedicated supervisor to explore further options here.

A representative is on the way. They'll be here soon. 
You're now connected to : XXXX Thank you for contacting Citi, my name is XXXX. I am one of the supervisors on chat. 
Kindly allow me 1-2 minutes as I check through the previous conversation. 
To make sure I understand correctly, you're inquiring about waive off for this return check fee : XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX  RETURN CHECK FEE - XXXX {$30.00} XX/XX/scrub>XXXX XXXX XXXX XXXX XXXXXX/XX/year> RETURN CHECK FEE - XXXX  {$30.00} You havent responded in a while. Please send a message to keep this conversation open. 
If the returned check or return check fee is due to Bank Error or incorrect, I request you to have your Bank write to : Citi Cards XXXX XXXX XXXX XXXX XXXX, MO XXXX I have tried to waive off the return check fee from the account, but unfortunately the request to waive off the return check fee got denied as it is valid fee on the account, I really apologize for this. 
Its been over 4 minutes 15 seconds since weve heard from you. If we dont hear from you, the conversation will end. You can start a new conversation at any time. 
Customer Message I called on XX/XX/XXXX to cancel the second attempt at billing my account Delivered Customer Message Sorry XXXX XXXX XXXX XXXX XXXX  At that time I was told that this would be able to be resolved Delivered Customer Message I called again on XX/XX/XXXX and spoke with XXXX who also informed me that I would be able to rescind one of the fees, he could not do it at that time as neither of the fees had posted yet Customer Message I would like to lodge a formal complaint with a consumer protection agency Read I'm really sorry, but once any payment get processed on the account and it get posted on the account, we do not have option to stop the attempt to take the payment or cancel the payment, once any payment is processed on the account, our system will make maximum 3 attempts to take the payment, if all 3 attempts gets failed to take the payment, the payment will get returned from the account and a return check fee will get accrued on the account. 


And I'm really sorry, but as we're working on the chat platform, unfortunately, we're not able to listen or check the call recordings from our end, I really apologize for it. 
Customer Message I wo Delivered Customer Message I would like all neccesary documentation from your end to help me submit a complaint with the Consumer Financial Protection Bureau Customer Message Can you provide me an audit of the phone calls I have made under my account to Citi over the past 3 months? 
Delivered This chat is automatically saved. If you ever need to review it you just need to open the chat and scroll up. If you want to save or print a copy then you will need to highlight the entire conversation, right click and hit copy ( or simply use ctrl + c on your keyboard ), and then paste it onto a word document, email, or other. 
Customer Message Can you provide me an audit of the phone calls I have made under my account to Citi over the past 3 months? 
Read I'm really sorry, but as mentioned unfortunately, we're not able to check the call recordings details for the calls, I really apologize for it. 
Customer Message How can I find this information Delivered I'm sorry, but unfortunately, I can't assure you on that, I really apologize for it, as we're working on chat platform, so we do not have option for the call recordings from our end, I really apologize for it. 
Customer Message Can you tell me how I can find this information? I have decided to compline a case for the consumer complaint bureau Delivered I'm sorry, but as mentioned I can't assure you on that, if you want, you could check with our customer support team over call You havent responded in a while. Please send a message to keep this conversation open.

Its been over 4 minutes 15 seconds since weve heard from you. If we dont hear from you, the conversation will end. You can start a new conversation at any time. 
Customer Message Do you have a phone number Delivered The number for our Customer Service team is XXXX ( for TTY : use XXXX or other Relay Service ). This department is available 24 hours a day, 7 days a week

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