Consumer complaint received 2025-09-30 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: TX

Complaint narrative:
On XX/XX/XXXX, I scheduled a payment arrangement with Citibank for {$860.00} to withdraw from my bank on XX/XX/XXXX. The Citibank representative clearly informed me that if I made a payment before then, the scheduled amount would adjust accordingly, and only the remaining balance would be withdrawn. 

On XX/XX/XXXX, I paid {$750.00}. I immediately called to confirm the scheduled payment would adjust or be canceled. The rep assured me the {$860.00} would not process and that the {$750.00} was sufficient. Based on this, I chose not to place a {$30.00} stop payment with my bank. 

However, on XX/XX/XXXX, Citibank still attempted to withdraw the full {$860.00}. This resulted in a {$28.00} NSF fee from my bank. I contacted Citibank and was once again assured it would not retry. Despite this, they attempted the charge again on XX/XX/XXXX, incurring another {$28.00} fee. 

After repeated calls where I was misdirected, ignored, or given false information, I had to explicitly push for my case to be escalated to someone who could actually resolve the issue. Only then was I eventually contacted by a representative from Citis Executive Response Unit ( XXXX ). 

On XX/XX/XXXX, I was contacted by XXXX from Citis Executive Response Unit ( ERU ), who acknowledged that the agents had provided incorrect information and confirmed that once the transaction began processing, it could not be stopped. She promised to follow up on XX/XX/XXXX once the payment either cleared or failed. 

In the meantime, this {$860.00} payment ( still pending ) caused a cascade of issues : The duplicate withdrawal pushed my account into the negative. 
Other scheduled payments failed or triggered additional NSF/late fees. 
My bank raised my fee structure due to repeated overdrafts. 
A third-party credit card ( XXXX ) attempted a payment I couldnt stop, causing more fees.

I also incurred a late fee from my own banks credit card due to the account being negative. 

By XX/XX/XXXX, the {$860.00} had partially cleared, leaving my account {$460.00} negative. My total losses in direct fees reached {$250.00}, including NSF charges, late fees, and fee structure increases. 

On XX/XX/XXXX, I received no follow-up call. When I called, I was told my case had been closed, despite no resolution and no refund. I had to push to reopen the case and speak to XXXX again on XX/XX/XXXX and XXXX. She confirmed the {$860.00} refund would be processed within XXXX business days but said she could not help with the additional fees. She also stopped responding. 

When I followed up again on XX/XX/XXXX, I was transferred to someone named XXXX, who had not reviewed my case and claimed Citi bore no responsibility. I had to re-explain everything. He said cases take 15 days to close, as if the case had only just started, ignoring that this originated on XX/XX/XXXX. 

It is now XX/XX/XXXX. The refund still has not hit my bank. My account remains negative. I missed my XX/XX/XXXX Citibank payment and other bills due to this, risking additional damage to my credit. 

Throughout this entire process, I have spent an unreasonable amount of time contacting Citibank, my bank, and other creditors, trying to navigate the damage caused by Citis actions and inactions, often being left in limbo without clear guidance or follow-up. The financial and emotional toll of this situation has been significant. 

This issue has been ongoing for over a month with no resolution and poor communication from Citibank at every step.

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