Consumer complaint received 2025-10-06 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: OH

Complaint narrative:
In the past I did a balance transfer to Citibank onto a 0 % APR card ( valid through XX/XX/XXXX ). I do not use this card for anything else and plan to pay it off in XXXX. The autopay feature is turned on for minimum payments and pays the balance each month. Without my permission this feature was turned off resulting in me being late on this months payment. 
I reached out to customer support the the chat feature and the following conversation took place ( unfortunately when transferred from XXXX, all of her responses were removed ) : Citi XXXX : XXXX, XXXX. XXXX Citi XXXX, and XXXX here to help with your account questions. 



Me : XXXX was turned-off without my permission Citi Bot : If you want to set up or remove AutoPay, change your amount or payment date, go to the Manage AutoPay Settings page. To view previous XXXX payments, go to the XXXX XXXX page. 

[ Go to Manage AutoPay Settings ] [ Go to Payment History ] [ Issue with AutoPay ] Me : Issue with AutoPay Citi Bot : Sure, Ill connect you with a representative. XXXX always learning new things, so maybe XXXX be able to help next time. 

A representative is on the way. XXXX be here soon. 

Thank you for waiting. You are now connected with XXXX. 

XXXX : blank Me : It is, yes. 

XXXX : blank Me : I make the minimum payment on my card each month automatically using the autopay feature. I was getting messages and voicemails about a late payment so I logged into the app today to see the autopay feature was turned off without my permission. I assume that this lead to a late payment and will hurt my credit which is frustrating to me. I would like to figure out why this happened, how to prevent it from happening and how Citibank can rectify the situation. 



System : You havent responded in a while. Please send a message to keep this conversation open. 

Its been over XXXX minutes XXXX 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. 

XXXX : blank You : Then my question would be how come it was de enrolled? 

XXXX : Blank Me : Are you able to see if I even logged into the app on XX/XX/XXXX? 

XXXX : Blank Me : I can assure you that it was not. If it is saying that then it is a glitch in Citibanks system. 

XXXX : Blank Me : Please put me in contact with a supervisor. 

XXXX : blank You : Great, thank you System : A representative is on the way. Theyll be here soon. 

Thank you for waiting. You are now connected with XXXX. 



XXXX ( XXXX ) : Thank you for reaching Citi live chat representative. My name is XXXX, and I am XXXX of the supervisors with Citi. We appreciate the opportunity to serve you. While I take couple of minutes to review the interaction with XXXX and our previous representative. 


You : No rush System : You havent responded in a while. Please send a message to keep this conversation open. 

Its been over XXXX minutes XXXX 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. 


You : To add another wrinkle as well, XXXX not fully understanding where the {$100.00} minimum payment came into play today as prior it was {$41.00} per month and there was a {$30.00} late fee since the autopay was toggled off. 



XXXX ( XXXX ) : We sent an autopay payment reminder to you on XX/XX/XXXX then you logged in using the app on XX/XX/XXXX and de enrolled the autopay for which also a confirmation email sent on same day. 

I understand why you would feel this was a glitch however we do not have option available from our end to de-enroll or enroll the autopay from our end as it requires verification. 



You : It is very concerning that to me that Citibank representatives are taking a viewpoint the I, the customer, am certainly wrong and that it is impossible for there to have been a technical glitch in their ( Citibanks ) systems. I find this especially concerning and frustrating considering that not only have technical glitches happened across other platforms that I use due to frequent pushes of new updates ( such as integrating AI chatbots ) and so I have therefore seen this happen with other companies but I am also finding multiple online forum posts with people complaining of the same exact issue with Citibank. 

Allow me a moment to check my records as I am open to both the possibility of it being a technical glitch or operator error. A position that I hope Citibank representatives adopt. Can you describe what kind of auto payment reminder was sent to me. Was it an email? 



XXXX ( Supervisor ) : Yes bot send an email and i understand why you would feel this way however I can clearly check in history that mobile app was logged in to de enroll the XXXX both * * You : On XX/XX/XXXX I have a confirmation email from Citibank that a XXXX dollar payment was processed And I am happy to forward it to you. I do not however have any email alerting me of a disenrollment in autopay. 

... 

I would then confirm my email with XXXX and she then insisted a de-enrollment email had been sent XX/XX/XXXX despite me never having received XXXX. I asked to speak to either her supervisor or a member of the tech team to which my app crashed and showed an error message before I could take another screenshot. While I understand that companies likely deal with people accidently doing things or being forgetful ( or maybe even lying ), I am a XXXX XXXX XXXX with unimpaired memory with no incentive to de-enroll in autopay. 

Unfortunately, it feels as though this is a situation where they can blame me for de-enrolling in autopay as it becomes " their word against mine ''. I would at a minimum like them to investigate the issue as my primary assumption was that there may be a glitch with their autopay feature that could effect other consumers. It is very suspicious that they did not take this into consideration and instead dismissed me. If there is no way to further investigate then the precedent will be set that Citibank can at anytime disable autopay right before someone autopayment thus driving more revenue for themselves.

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