Consumer complaint received 2018-05-21 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: CITIBANK, N.A.
State: MO

Complaint narrative:
RE : Citibank AAdvantage Platinum Select Card Acct # XXXX XXXX XXXX XXXX Dear CFPB : As detailed below, Citibank/Citicards ( hereinafter Citibank ) charged an erroneous {$95.00} fee on a closed account. I have called the Citibank call center over six times to try to resolve this issue. I also sent a letter to Citibank on XX/XX/XXXX. That letter is attached hereto as Exhibit 1. 

There is no factual or contract dispute -- each time I called, one or more Citibank representatives agreed that the charge was an error and promised to correct the account. Nonetheless, Citibank continues to send me bills for the erroneous fee plus penalties and interest. 

As of today XXXX XX/XX/XXXX ), the erroneous balance on the account is {$120.00}. I would like Citibank to : ( 1 ) correct their records to show that the account balance is {$0.00}, ( 2 ) send me written confirmation of such correction, and ( 3 ) represent and warrant to me that the account was always paid in a timely manner ( which is, in fact, the case ) and that no negative information has been or will be reported to any credit reporting agency. 

The following is an outline of the relevant facts. 

XX/XX/XXXX Annual fee of {$95.00} was charged on the account. 

XX/XX/XXXX I called the Citibank call center to close the account. I was told that the annual fee will be credited and that I should pay {$120.00} to reduce the amount owed to {$0.00}. 

XX/XX/XXXX Payment of {$120.00} was posted. The balance remaining on the account was {$95.00} ( the annual fee ), which was confirmed by the XX/XX/XXXX statement received shortly thereafter. That statement is attached hereto as Exhibit 2. 

On or about XX/XX/XXXX I spoke to XXXX in the Citibank call center. She told me that the full {$95.00} would be credited to me by XX/XX/XXXX and I should not make a payment. 

XX/XX/XXXX I spoke to XXXX XXXX in the Citibank call center. I was told the full erroneous balance on the XX/XX/XXXX statement ( {$120.00} the erroneous annual fee plus interest/penalties ) would be credited no later than XX/XX/XXXX. 

XX/XX/XXXX I spoke to both XXXX XXXX and XXXX XXXX in the Citibank call center. I was told the full balance ( now {$150.00} ) would be credited within 3-5 business days. 

XX/XX/XXXX I spoke to XXXX and XXXX XXXX in the Citibank call center. I was told the full balance ( somehow now {$95.00} ) would be credited within 2-3 days. XXXX stated that he was doing the adjustment right now. 

XX/XX/XXXX Citibanks automated system shows a balance of {$95.00} on the account. 

XX/XX/XXXX I sent a letter ( Exhibit 1 ) detailing this issue to Citibank. I have not yet received a response. 

On or about XX/XX/XXXX I received the XX/XX/XXXX statement showing a {$120.00} balance ( the erroneous annual fee plus interest/penalties ) on the account. The XX/XX/XXXX statement is attached hereto as Exhibit 3. 

XX/XX/XXXX Citibanks automated system shows a {$120.00} balance on the account. 

By my estimation, I have spent substantially over three ( 3 ) hours on the phone with the Citibank call center and sent them a detailed letter regarding this issue. 

There has never been a dispute that the balance on the account should be {$0.00}. Citibank has repeatedly agreed that they have made an error and has repeatedly promised to fix the error. Nonetheless, they continue to send me bills and show a balance on the account.

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