Consumer complaint received 2024-07-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CITIBANK, N.A.
State: NV

Complaint narrative:
On XX/XX/XXXX and XX/XX/XXXX, I received email notifications that my credit card payment of {$200.00} was scheduled to come out of my checking account on XX/XX/XXXX. I knew this was scheduled and I had the monies in my checking account to pay my bill. 
On XX/XX/XXXX I received a text message thanking me for my payment of {$3800.00} on XX/XX/year>. Needless to say, I was shocked and upset so I called them and spoke with a person ( I failed to get his name ) and said my scheduled payment was supposed to be {$200.00}, why did they take {$3800.00}. He checked my account and could not say why but explained to me that since I did not have that amount of money in my account that my bank would send it back to them. He recommended that I contact my bank to put a stop payment on it. I then contacted my bank, which is XXXX XXXX XXXX XXXX XXXX however they were closed as it was after XXXX XXXX. on Saturday, XX/XX/XXXX. I had to wait until Monday, XX/XX/XXXX. On Sunday, XX/XX/XXXX I checked my bank account, and my bank did in fact pay them the {$3800.00} by taking all of my money from my checking and savings, and then charged me $ XXXX for overdraft fees. I was beside myself, there was no one I could talk to until Monday. In the meantime, I had other bills that were to come out of my checking account, which they did, and the bank continued to charge me overdraft fees. I had to pay my rent, car insurance and utilities by using another credit card, which I particularly did not want to do. When I paid my rent using a credit card I was charged a {$41.00} fee for the use of my credit card. My car payment was due on XX/XX/XXXX ; however, I was told by my bank on XX/XX/XXXX that I had 10 days to pay it before it was considered late so essentially told me not to worry about that. On Monday, XX/XX/XXXX, I called Citi and spoke with XXXX, a supervisor, and after much yelling, and crying, and she assured me that she would get my account refunded by Tuesday, XX/XX/XXXX and said that she would make the correction regarding my monthly payment to be the {$200.00}. She never could explain to me why, even after I received 2 emails indicating my payment of {$200.00} was scheduled to come out on XX/XX/XXXX, they took out the {$3800.00}. I asked her to please, please get me that refund by Tuesday so that I could have it to pay my other bills that were due to be paid during that week. Today is Wednesday, XX/XX/XXXX and I checked my bank and the Citi Bank, and I have not received my refund. My bank was hit with other bills that I forgot about so now I am up to $ XXXX in fees. I called Citi Bank on XX/XX/XXXX and now they are telling me it will take 3 to 5 business days in order for this to clear and for me to get my refund. I have been through the gamut of feelings, from sadness to anger, and have even thought of doing harm to myself because of this. My credit has been impeccable I have very good credit scores, and I have NEVER had this happen to me. I want my money back now, and I want Citi Bank to fix this ASAP and not in 3 to 5 business days. They took my money immediately, but now I can't get any help or the refund until they are able to do this, which is not fair.

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