Consumer complaint received 2026-06-16 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:
This complaint concerns Citis handling and crediting of my Citi Double Cash credit card payments, duplicate ACH/autopay attempts, and an unauthorized refund of the payment needed to satisfy my account. I have had this credit card since XXXX ( it is now XXXX ) and I have never had a missed or late credit card payment. My credit card payment due date was XX/XX/XXXX. I made a manual payment of {$28000.00} on XX/XX/XXXX. Citis mobile app reflected that my upcoming autopayment would be {$0.00} after my manual payment. Despite that, Citi processed and/or attempted an autopayment of {$28000.00} on XX/XX/XXXX. As a result, Citi withdrew or attempted to withdraw more than {$56000.00} from my checking account, causing my checking account to be overdrawn by more than {$19000.00}. Citi later stated that autopay changes needed to be made by XXXX XXXX on XX/XX/XXXX. My manual payment was made at approximately XXXX XXXX that evening. Even if Citi contends the autopay was already locked in, Citi still must keep one payment credited as the on-time payment, refund only the duplicate/excess payment, and not impose fees, interest, returned-payment consequences, adverse reporting, or account restrictions because of Citis duplicate payment/refund handling. My bank reversed/withheld duplicate payment attempts. I do not dispute that Citi should receive one payment, and I have taken extraordinary steps and spent over 9 hours total trying to work with Citi to ensure that one full payment was received by them and credited appropriately. My request to Citi has been simple : keep one payment credited as the on-time payment for the XX/XX/XXXX due date, reverse only the duplicate/excess payment, and do not charge fees, interest, penalties, or take adverse action because of Citis duplicate payment/refund handling. Citi representatives have stated in chat that my account is current as of now, with {$0.00} remaining statement balance and {$0.00} minimum due on my next due date of XX/XX/XXXX, and that payments were received before the most recent ( XX/XX/XXXX ) due date. However, my Citi account currently shows a balance of - {$18000.00} while showing only {$11000.00} in available credit out of my {$40000.00} credit limit ; I have a screenshot documenting this. This indicates that although Citi took funds from my bank account, the available credit discrepancy suggests the payment has not been fully released/applied for available-credit purposes. Citi has refused to clearly confirm whether one payment will remain credited after its refund/return-payment processing is complete, and Citi has also stated that interest or returned-payment fees may appear on a future statement. I have emails from Citi indicating that payment verification information was visible to Citi through a Plaid connection. This is important because Citi has repeatedly stated that the payment was on hold or not fully verified, while also taking funds from my bank account, processing/refunding payments, and refusing to clearly confirm that one payment will remain credited as the on-time payment. I will provide these emails as supporting documentation. Because the Citi representative was having technical issues and could not view the Plaid connection, the Citi representative called my bank with me and confirmed that a payment had cleared. The purpose of that call was to confirm that Citi received the payment and that my account was paid/current. I did not authorize Citi to refund the one payment needed to satisfy my account. However, Citi later stated that a credit balance refund of {$28000.00} was initiated on XX/XX/XXXX by Citi and was approved or okay to approve on XX/XX/XXXX, and that they are sending me a check in the mail. Citi also stated that the {$28000.00} autopayment dated XX/XX/XXXX has been requested as refund and processed. Citi now says the refund can not be canceled and that I should wait for the check, deposit it, and make another payment. I am concerned this will cause Citi to treat the account as unpaid or late even though Citi already received payment before the XX/XX/XXXX due date. I have spent more than nine hours trying to resolve this with Citi by chat and phone. Citi chat stated there is no case number available, no immediate request option, and no way to provide prior chat transcripts to me, even though Citi saves chats internally. Today, Citi chat directed me to phone support and postal mail, which do not provide the same contemporaneous written record as chat or email. I am disputing in advance any late fee, returned-payment fee, interest charge, penalty APR, adverse credit reporting, account restriction, credit-limit reduction, account closure, rewards clawback, or other adverse action caused by Citis duplicate ACH attempts, refund-check handling, payment holds, or failure to keep one payment credited as the on-time XX/XX/XXXX payment. Requested resolution : Citi must confirm in writing that one payment remains credited as the on-time payment for the XX/XX/XXXX due date ; that my account is current and not past due ; that Citi will not charge late fees, returned-payment fees, interest, penalties, or take adverse action related to this issue ; that Citi will stop duplicate ACH debit attempts unless I provide new authorization ; and that Citi will provide safe written instructions for handling the refund check without creating late status, fees, interest, or other harm.

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 explanation