Consumer complaint received 2025-02-28 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: MA

Complaint narrative:
Citi credit cards is making it nearly impossible for me to pay off my credit card in a timely fashion. they are altering my payment methods and charging me fees for returned payments. 

my primary payment account set up on the citi mobile app is an XXXXXXXX XXXX account ending in XXXX my secondary payment account on the app is an XXXX XXXX account ending in XXXX i have one other backup payment account from XXXX XXXX XXXX XXXX XXXX XXXX XXXX i make a payment from XXXX nearly every day. on XX/XX/XXXX and XXXX, the payments were returned and i was charged a {$30.00} fee and a {$41.00} fee respectively. nobody can explain why they were returned. i spoke with XXXX at XXXX on Thursday XX/XX/year>. she told me it was an issue with XXXXn Bank ( confirmation # XXXX ). i spent XXXX minutes on the phone with XXXX from XXXXXXXX XXXX she said she doesn't even see an attempt to collect these payments on these dates from Citi ( service request # XXXX ). i called Citi back at XXXX for another hour-long phone call with XXXX ( conf XXXX XXXX ). XXXX claimed that my XXXX account was listed as a XXXX XXXX XXXX XXXX account and that was why the payments were returned. this was false information. i have processed payments nearly every day in XXXX from my XXXX XXXX XXXX  account. XXXX told me that my XXXXXXXX XXXX account ended in XXXX i had to explain to her several times that i have more than one XXXX XXXX account and the XXXX account is a secondary payment account. XXXX was deliberately lying and trying to confuse me. i explained that my primary payment account on the mobile app ending in XXXX was listed as " inactive. '' she told me she is unable to reactivate it for me. she told me i will get an email within 72 hours about this issue from her help department. this morning i woke up to transfer money into my secondary payment account to process a payment to my citi card. my XXXX account had been removed from the mobile platform and the XXXX account was still listed as inactive. i called citi for a XXXX time on this issue. the customer service rep XXXX was immediately asking me the same questions twice. she was asking me questions unrelated to my situation. she was deliberately trying to confuse me and upset me then threatened to terminate the call when i asked if she was impaired. i'm pretty sure she was XXXX XXXX XXXX. this diversion and confusion is a common tactic that customer service uses so they don't have to actually help you. XXXX denies that my XXXX account ever existed as a secondary payment account. she says it was never added and was never removed. i told her that XXXX just read off those last XXXX account numbers to me yesterday afternoon. i was just looking at the account details on ths citi mobile app while i talked to XXXX. i know it was there. i was able to process a small payment over the phone. i want my {$71.00} dollars in fees returned to me. i want the interest returned to me that accrued during these times i've been unable to make a payment. i want a more prompt response than " maybe you'll get an email in 72 hours. '' i also want Citi customer service reps to stop lying to me and to actually help me with the issue created by Citi 's own payment platform. i need to be able to make payments to my account without delays or issues.

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