Consumer complaint received 2024-03-26 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: WA

Complaint narrative:
Dear Consumer Financial Protection Bureau ( CFPB ) XX/XX/ XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX ( XXXX ) XXXX XXXX XXXX XXXX Dear CFPB Personal, I filed a question XX/XX/ via email XXXX listed on the Citibank website and instead of getting an answer to my question the bank were I do my checking account was contacted ( I didnt contact them ) and an ACH Credit Dispute was processed. And the entire payment was reimbursed from my checking account XX/XX/ XXXX XXXX 

When I logged into my Citibank account, instead of showing a payment made I saw a transfer for the next months payment due in XXXX. 

I called Citibank the next day Friday XX/XX/XXXX, spoke with customer service. They hadnt received my question about XX/XX/ payment not being subtracted from my our XXXX statement balance. They only saw that the payment had been made and that everything was fine. 

Im writing today because someone claiming to be Citi Bank called me today at XXXXXXXX XXXX 

They said my payment of last months XXXX statement wasnt paid. Something about only {$40.00}? 
They didnt ask for any verification info. And I told her that I had already called them and that customer service person at Citi said that everything was fine. And they asked me to call the bank where we do our checking. 

I called XXXX and spoke with their customer service person. They did ask for my verification info and I typed in my pin. He said everything had been processed, and there were four official letters posted to my in account email box. He explained them to me. The XXXX payment was reimbursed. Then ACH Credit Dispute, the money was put back into checking and then the Citi Bank XXXX payment was paid. And I would have to contact Citibank to get a proof of payment because I pay our bill via the account transfer at the Citi website. 

Why Im contacting you instead of calling Citi Bank again. I think the person who called me today was phishing. Perhaps XXXX? I called my bank where we do our checking, after this person called me today, and Im mentioning this because at the same time that I was on that call another number called my phone. 

And on Friday when I called Citi I noticed that another number had called my phone during that call as well. 

So during both phone calls made to the actual banks another number was calling. 
I dont make very many phone calls. I primarily use the internet email, etc to converse with my family and text with my friends. This means that all 6 numbers are the last phone numbers on my call list. 

I took a screenshot of last 6 numbers on my phone, the four calls of note. The two that list California as the caller are the phone calls that happened simultaneously while I was talking, first to Citi Bank, Friday XX/XX/XXXX and today XX/XX/XXXX to the bank where we do our checking. 

List of number from phone calls ( see attached screenshot ). 

Simultaneous call I did not call : XXXX XXXX XXXX XXXX I called : XXXX - XXXX - XXXX and was told the XXXX payment has been paid. 

Call to me at XXXX : XXXX XXXX - XXXX - XXXX Simultaneous call I did not call : XXXX XXXX XXXX Customer service number Citi Bank gave me : XXXX XXXX XXXX Friday I called Citi Bank no number listed on phone. 

I also took a screenshot of why I contacted Citi Bank originally. And have a text copy of the email I send including the numbers inside the header. 

What I would like is for everything to be fine. That this entire thing was a figment of imagination. 
That those simultaneous numbers are the call being monitored by the bank, not phishing. 

And the original question. Of did Citibank credit us for the {$1800.00} XXXX payment? 
It would be nice if the answer to that question, was yes, they did. Not the ACH Credit Dispute that happened without me calling XXXX. 

But, here I am, wasting time in my work day writing this. At least Im XXXX XXXX  so Im not on the clock.

Sincerely, is Citibank hacked and is the previous statement balance being paid twice? 

Our credit card statement balance jumped from XXXX, XXXX to XXXX in XXXX. 

I looked at all the charges, they seem fine. I recognize them all. {$2200.00} cents worth as well as the XXXX plus new charges not on this statement. I'm not concerned with those. 

The math. XXXX - XXXX = XXXX Why isn't our statement balance XXXX? 

Or is it just lag between the actual numbers and what is posted on the Citi website? 

And now what? 

Thank you for your time, XXXX XXXX XXXX

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