Consumer complaint received 2026-03-12 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Problem with the payoff process at the end of the loan — 
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
This is a new complaint about previous complaints listed below. XXXX ( which Citi said was resolved, but still 2 months later isn't ) and XXXX ( which was filed on XX/XX/XXXXXXXX ) but needs more info added so hence the new one listed here. So spoke to Citi Representative on phone after making a payment earlier in the day, of {$600.00}, just so they wouldn't call 10 times a day. And Citi Representative claimed that the payment sent on XX/XX/XXXXXXXX was submitted and declined 3 times. Which when I called my XXXX XXXX account Representative said was a LIE! They said there was no record of any record of Citi presenting anything for an amount over {$200.00} in last year. And Also that my account has had a balance of over {$10000.00} everyday since XX/XX/XXXXXXXX all the way till today ( XX/XX/XXXXXXXX ). So I have no idea what kind of problem or scam Citi is having but it is nothing on my end of the transaction. They need to get it together and get this paid in full as I've been trying to do for3 months and Citi not accepting any type or form of said payment. I am going to restate my previous complaints here below from beginning : First the XX/XX/XXXX On XX/XX/XXXXXXXX I Got a refinance loan thru XXXX XXXX to pay off a Citi loan, # XXXX For {$8800.00}, along with another thru XXXX XXXX . The XXXX XXXX and others were paid in full right away. But the Citi loan wasn't, Citi only applied the {$8800.00} as a payment, which it wasn't. So I know that they got a mailed check on XX/XX/XXXXXXXX for the amount of {$8800.00} because that was the only way any payment was made for that account. So I called XXXX to make sure they sent the whole amount, which they say they did. So next I called Citi to find out what happened. And why they only applied {$300.00} to my loan from a check of {$8800.00}. I got run around for an hour on the phone transferred all over departments, still no clear answer other than it tales XXXX days to show up being credited. So called XXXX and they said they would resubmit the {$8800.00} to Citi again. Now almost a month after Citi has credited my the {$300.00} they still haven't credited any of the total amount of {$8800.00} that they received on the XXXX of XXXX. This is a big problem because now Citi is showing this account as being overdue, which it shouldn't/would n't be if they had properly taken the payment f {$8800.00} that They received on XX/XX/XXXX, which they acknowledged by posting a mailed check of {$300.00}. So I feel that either someone at Citi is not doing their job or is trying to steal my money/payoff. Any help would be appreciated. I have a copy of my TILA from reach saying what amount was sent to Citi, and with the other loan at XXXX XXXX being paid, why would I not trust XXXX to have done the same with the Citi account? Thanks. And the most recent from XX/XX/XXXX :. As of today, XX/XX/XXXX, This has gone on too long. Now, I sent in a payment of {$8800.00}, which was cleared on XX/XX/XXXX, according to the info on Citi 's account site. It says Mailed check, which it wasn't it was sent from my XXXX XXXX checking account it was not. Then on XX/XX/XXXXXXXX it shows a credit balance refund of {$280.00}. ( Referance # XXXX ) And I have no clue what this is for and why it shows as a withdrawl. And then on XX/XX/XXXX it shows a payment reversal of {$8800.00}, ( Referance # XXXX ). Which hasn't been explained why Citi refused the payment. I just don't understand why Citi has refused to accept the payment in full of this account. I have been trying to pay this off since the begining of XX/XX/XXXX, going thru another payment service three times it was not accepted. So then, I get the money put into my personal account, and send payment thru the online site, and it was still not accepted. And it also is wrong showing that it was a mailed check, it was not, it was a payment from my XXXX XXXX personal account, ending in # XXXX. Which is where almost all of payments were sent from before without any problems. And from which I have now sent in a payment of {$600.00} today XX/XX/XXXX. I want to know why, why, why, it makes o sense. This Citi account has taken payments from my XXXX XXXX account before now why is it a problem? I know that the money to pay the {$8800.00} was available in my account. This needs to be resolved ASAP, CITI has drug this out for 3 months for whatever reason and now charged me an additional fee of {$280.00} which I should've not incurred if this was taken care of in the first case back in XXXX of this year So with all the above info it's still not payed in full and I've made at least XXXX payments of {$300.00} and another of {$600.00} on XX/XX/XXXX. And been told a lie that Citi tried 3 times to present a check, which they never did. I have both proof from XXXX XXXX Representative and from screen shots of bank account showing daily balances for XX/XX/XXXX to XX/XX/XXXX of XXXX showing over {$10000.00} available.

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