Consumer complaint received 2025-05-01 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: FL

Complaint narrative:
I made a payment on my Citi AAdvantage Card 25 days prior to my due date. The payment was made on XXXX the XXXX for {$15000.00}. When I tried to use the card later that day the charge was denied saying I had reached my credit limit. I spoke to a representative while standing in line at a store. He stated he could not do anything. Still several days later the " available credit limit '' was not released. The money has been debited out of my checking account, it is in Citi 's control. Citi policy states it takes 1-3 days to credit, even though it is an electronic payment. This has now been 4 + days. In the meantime I have had several more auto payment charges denied. There is a high usage on this account and I have always paid for this account EARLY. The account typically has a usage of {$9000.00} to {$16000.00} per month and has never been late. I spoke to a representative " Dray '' from Citi Bank this morning and he said that the money had been received. But that it would take until as long as XXXX the XXXX to " credit '' the account, because this is a new account, even though they show the payment received on the XXXX. That would be 7 days, and in the meantime Citi has the money. This account has been in effect since XXXX of XXXX and they have had 6 months of payments, plus this is linked to my investment checking account and there is plenty of money there. They are using my money and benefiting from the float and not giving me credit. 

In addition I asked to speak to Drays supervisor and was told there was no way to escalate the call. I asked to speak to someone who had the ability to release the credit hold and he stated there was no one in the organization that could do so. When I pointed out that there certainly was SOMEONE, a senior Vice President or even the CEO, he stated that he was not able to escalate the matter. I pointed out that in an organization of hundreds of thousands of people ( over XXXX employees ) that there was someone who had ability. He stated there was not. So in addition to them using my money with out giving me credit, they are using automated systems and limiting the customer to be able to speak to someone who can provide service. It is a very poor customer service model, where in fact they are not really proving customer service they are just a gate keeper, and not proving any service. I should add that this card has a substantial yearly fee, I believe this is {$490.00} per year, quite high for a credit card. 
In the meantime I have had several large charges denied, and my Fica Credit score has lowered, while in fact I am attempting to pay early. I have had to do extra leg work to get the denied charges paid with another credit card. 

Here is where Citi shows receiving the payment. 
XXXX XXXX, XXXX ONLINE PAYMENT, THANK YOU - {$15000.00}

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 non-monetary relief