Credit card -- Problem when making payments -- Complaint #18398387
Citibank's Payment Mishandling Leads to Unauthorized Withdrawals and Customer Distress
Complaint Overview
Complaint ID: 18398387
Company: Citibank, N.A.
Product: Credit card
Sub-Product: Store credit card
Issue: Problem when making payments
Sub-Issue: Problem during payment process
State: California
ZIP Code: 95210
Date Received: 2025-12-31T12:00:00-05:00
Date Sent to Company: 2026-01-01T12:00:00-05:00
Company Response: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Risk Assessment
Risk Level: high
The unauthorized withdrawals and mismanagement of payments, coupled with contradictory information and difficulty in resolution, indicate a significant risk of regulatory scrutiny and consumer harm.
Consumer Sentiment: negative
Topics: Unauthorized transactions, Payment processing errors, Customer service, Hardship plans
AI Analysis
CFPB complaint 18398387 was filed against CITIBANK, N.A. regarding Credit card (Store credit card), specifically about "Problem when making payments". A Citibank customer experienced unauthorized withdrawals and mismanagement of their credit card payments after attempting to set up a hardship plan, leading to financial damage and distrust. The complaint was received on December 31, 2025 from California. The company responded with "Closed with non-monetary relief".
Consumer Narrative
I am filing this complaint due to repeated mismanagement, unauthorized withdrawals, and unprofessional treatment regarding my XXXX Citi Card account. I attempted to set up a hardship plan, but instead, payments were pulled from my account toward a different Citi account ( Simplicity ), without my consent or clarity. Over {$220.00} was wrongly withdrawn across 3+ months, and despite my repeated attempts to resolve this over the phone, Ive been transferred between departments, told contradictory information ( such as having four accounts when I only have two ), and spent over 3 hours on the phone on XX/XX/XXXX ( screenshot attached ). Collections informed me they cant access my XXXX account, while Customer Service claims no hardship plan exists. Ive had to request removal of my bank information just to stop the unauthorized withdrawals. This situation has left me with : Continued financial damage to my credit Loss of faith in the integrity of the credit system Deep distrust in Citis ability to securely manage sensitive accounts As a XXXX member, I expected a higher standard of care. Instead, I feel tricked into prioritizing Citis internal account management over the brand I trusted XXXX.
What You Should Do -- Consumer Action Plan
Consumers should meticulously document all interactions, confirm payment allocations, and consider removing bank account access if unauthorized withdrawals occur.
Legal Context & Consumer Protection Laws
This case may involve violations of consumer protection laws related to unauthorized transactions, fair debt collection practices, and deceptive practices.
Regulatory Insight
Regulators are likely to scrutinize how Citibank handles hardship plans and payment processing to prevent unauthorized withdrawals and ensure clear communication.
Resolution Likelihood
likely
State-Specific Consumer Protections
California consumers are protected by laws that prohibit unfair and deceptive business practices, and provide recourse for unauthorized transactions.
Industry Comparison
This incident suggests a potential systemic issue in Citibank's payment processing and customer service protocols compared to industry best practices.
Related Issues
Frequently Asked Questions
What is CFPB complaint 18398387 about?
CFPB complaint 18398387 involves Credit card (Store credit card). The consumer reported an issue with "Problem when making payments", specifically "Problem during payment process". This complaint was filed against CITIBANK, N.A. on December 31, 2025.
Which company is complaint 18398387 filed against?
Complaint 18398387 was filed against CITIBANK, N.A.. You can view all complaints against this company on their profile page at /company/citibank-n-a.
What was the company's response to complaint 18398387?
CITIBANK, N.A. responded with "Closed with non-monetary relief". The response was marked as timely by the CFPB.
When was complaint 18398387 filed?
Complaint 18398387 was received by the CFPB on December 31, 2025. It was sent to CITIBANK, N.A. on January 1, 2026.
What state was complaint 18398387 filed from?
Complaint 18398387 was filed from California. You can view all complaints from this state at /state/CA.
Was the consumer satisfied with the resolution of complaint 18398387?
Dispute information is not available for complaint 18398387.
What product category is complaint 18398387 about?
Complaint 18398387 is categorized under "Credit card", specifically "Store credit card". This is one of the product categories tracked by the CFPB.
How was complaint 18398387 submitted?
Complaint 18398387 was submitted via Web. The CFPB accepts complaints through web, phone, mail, email, fax, and referral channels.
What are the consumer's legal options for complaint 18398387?
This case may involve violations of consumer protection laws related to unauthorized transactions, fair debt collection practices, and deceptive practices. This relates to a Credit card complaint against CITIBANK, N.A. involving "Problem when making payments".
How likely is complaint 18398387 to be resolved?
Resolution likelihood: likely. The company's current response is "Closed with non-monetary relief". The company did respond in a timely manner, which is a positive indicator.
What does the risk level mean for complaint 18398387?
This complaint is rated as high risk. The unauthorized withdrawals and mismanagement of payments, coupled with contradictory information and difficulty in resolution, indicate a significant risk of regulatory scrutiny and consumer harm.
What regulatory actions apply to complaint 18398387?
Regulators are likely to scrutinize how Citibank handles hardship plans and payment processing to prevent unauthorized withdrawals and ensure clear communication. The CFPB tracks complaints like this one to identify patterns of misconduct across the Credit card industry.
What should the consumer do about complaint 18398387?
Consumers should meticulously document all interactions, confirm payment allocations, and consider removing bank account access if unauthorized withdrawals occur.
Are there state-specific protections for complaint 18398387?
California consumers are protected by laws that prohibit unfair and deceptive business practices, and provide recourse for unauthorized transactions. This complaint was filed from California.
How does complaint 18398387 compare to industry norms?
This incident suggests a potential systemic issue in Citibank's payment processing and customer service protocols compared to industry best practices.
What specific internal controls failed at Citibank to allow for unauthorized withdrawals despite a hardship plan request?
The narrative suggests a breakdown in communication between departments and a failure to accurately link the hardship plan request to the correct account, leading to misapplied payments and unauthorized withdrawals.
How does Citibank plan to rectify the financial damage and restore trust with this customer?
The provided data indicates the complaint was closed with non-monetary relief, suggesting Citibank may have offered account adjustments or service improvements rather than direct financial compensation.
Disclaimer
This analysis is AI-generated and does not constitute legal advice.