Consumer complaint received 2024-03-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
I was doing a detailed review of a statement one of my lesser used credit cards from Citibank and noticed a line item that appeared odd to me. The line item was listed under " fees charged '' and specifically was called " Payment Safeguard XXXX. '' While I look through my credit card statements to ensure that purchases listed are correct, I trust the fees and interest charges are correct from Citibank. This " protection '' is not something I ever asked for or have any recollection of purchasing as I'd have no reason to do so with excellent credit and a stellar payment record. 

I spoke with a representative from Citibank on XX/XX/XXXX and brought up this issue. He apologized and reversed the last two charges but said that I'd have to reach out to " billing disputes '' in order to have prior fees reversed/waived. After reviewing all statements available on my Citibank portal ( XX/XX/XXXX through XX/XX/XXXX ) I discovered that I've paid {$1300.00} ( without factoring in interest ) over that time period. I requested to get my statements going back farther but my request was denied by Citibank. I had believe getting those historical statement would show that this had been going on much longer. 

On XXXX, I sent a detailed email outlining how I did not sign up for any " payment safeguard '' and that the fees Citibank was charging me were incorrect and I hadn't approved being in such a program. 

On XXXX, I followed up asking them to intervene to help with getting the older statements ( XXXX  XXXX ). 

On XX/XX/XXXX, I called the number listed on the fee and asked the representative to stop any future payments and asked for an explanation re : why I was charged these fees. They stated to me that I'd have to call Citibank but that I had likely been automatically enrolled and that the practice does not take place anymore. They also said they would initiate an " investigation '' but have never since called me. I followed up via email to Citibank on XX/XX/XXXX informing them of my phone call with this XXXX number. 

On XX/XX/XXXX I followed up via email again with Citibank. 

On XX/XX/XXXX I followed up with Citibank again. 

On XX/XX/XXXX I received a letter in the mail stating that I had purchased the program in XXXX and that they were denying my request. 

Based on my research online I believe that CFPB has actually helped on this exact topic and so I am reaching out for help given I believe I have been victimized by Citibank and that their actions seem to be a violation of the Truth in Lending Act. 

I can not get anyone to talk to me from Citibank to address the matter and they won't even provide full information on my account to understand the full extent of the charges going back to XXXX. Let me know what I can do. 

I've uploaded my emails to Citi and can upload the letters they sent me if that is helpful as well. I have also uploaded my last statement which includes the charge so you can see it as well.

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