Consumer complaint received 2024-10-01 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: VA

Complaint narrative:
XXXX Citi bank XXXX XXXX XXXX offered me a six-month catch-up plan I accept the plan for to catch up even though my account was only behind XXXX month. 
At this point a XXXX payment was made for XXXX and the remaining balance was XXXX On the XX/XX/XXXX. XXXX I made a payment of XXXX and XXXX took a payment of XXXX. 
I called XXXX and hey you guys screwed up and took an extra payment. 
XXXX said it was taking XXXX  days to investigate. 
But they wouldnt send the money back. 
XXXX  days came and went, and XXXX wanted to argue about payment, and they said since I was behind, they wouldnt send me the payment back. 
The problem here we had an agreement on XXXX a month and I met my obligations, and they should have been returned my payment. 
My wife called XXXX and asked that they apply the extra payment to the month of XXXX payment. 
Again, XXXX wanted to argue which is unprofessional instead of helping to resolve the problem she asked them to look into problem and report back they didnt do that. 
In XXXX I made a payment of XXXX dollars which was the difference of the extra payment made in XXXX which should have put my account in good standing. 
After the payment was made XXXX cancelled the catch-up plan. 
I called XXXX on XX/XX/2024, because I only had XXXX dollars, and my payment was XXXX when the rude person on the phone said my catch plan had been cancelled and I needed to pay them XXXX dollars NOW! 
I tried to work out a deal and they were complete jerks about it, and they kept passing around to different people until they lost contact with me, and no one called me back. 


As I looked over the account, I realized the catch plan was not working I have paid them XXXX dollars and my account was still behind. 

My minimum payment XXXX XXXX dollars I dont understand how theyre applying the money to the account if payments are being made as agreed then the minimum payment should be coming down not going up. 



I did not default on this agreement. 

XXXX keeps changing the rules with the catch plan whichever rules benefits them is the one they go with. 

This is an unfair advantage they use to defraud customers this is nothing, but a huge scam run by a bunch criminals using gangster tactics to intimidate customers out of their hard-earned monies I would have been better off not accepting the catch-up plan and my account would have been caught up by now if I had just made regular payments and sent extra money. 

Why does XXXX offer a payment plan with proven results that it doesnt work? 

Your money will be divided up into categories where late fees, over limits fees and interest fees are taken out and whats left is not enough to cover your payment which drives up minimum payment balance. 

This practice should be immediately halted. 

The first thing XXXX asked me to do was to enter into another catch up plan for another XXXX months. 

Which would only put me further behind this is predatory criminal activity XXXX is using to steal money from its customers while pretending like theyre helping you get back track its a XXXX. 



XXXX XXXX and XXXX XXXX Account number /Credit card XXXX XXXX contact number 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 monetary relief