Credit card or prepaid card -- Problem when making payments -- Complaint #4954621
Complaint Overview
Complaint ID: 4954621
Company: Citibank, N.A.
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-Issue: Problem during payment process
State: New Jersey
ZIP Code: 080XX
Date Received: 2021-11-28T12:00:00-05:00
Date Sent to Company: 2021-11-28T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am a Citi credit card holder ( XXXX cards ) and have had numerous issues with the mobile app providing me with inaccurate information. In a nutshell, I make numerous payments an the app, which provides a Before Payment amount and After Payment amount. The following day, the actual amount is always different ( higher ) from the After Payment amount noted in the app. I have screen shots to support this. Citi insists that the app is working as designed and that pending payments may impact the actual balance. It is important to note that at NO TIME does the app display a message that the actual balance could be different. I started my complaint in XX/XX/XXXX via email to XXXX XXXX, XXXX XXXX. XXXX XXXX from the XXXX XXXX XXXX left me a voicemail on XX/XX/XXXX stating that he and a colleague did find the problem and that " indeed something odd going on within the actual algorithm or the coding behind that. '' I reached out many more times and no one would acknowledge the message about a coding error in the app. I requested a corrective payment again and rec 'd a response on XX/XX/XXXX that the app is working as designed and no corrective payment can be issued. Their response includes " we certainly regret any confusion regarding the voice message left by our representative on XX/XX/XXXX. We have forwarded the details of your request to our appropriate departments for potential future enhancement of this process which may include pending transactions in the future balance figure displayed as part of the payment flow. '' It is unconscionable that a a multinational investment bank and financial services corporation would feel that providing the consumer with an accurate balance after payment on the App is a " future enhancement. '' What?? I am a single mother of XXXX teenage daughters and I am trying to make ends meet. I made a large number of payments while prioritizing debt reduction only to find out that the data given by the bank through their own mobile app was inaccurate. Additionally, once the CEO 's colleague, XXXX XXXX, told me that they identified a problem with the algorithm/coding on the application, I felt relieved that they would finally make me whole. They have swept aside the comment about the coding error and the inaccurate information on the App displayed after payment. There could be thousands of other consumers who have been impacted by these XXXX issues.
Frequently Asked Questions
What is Complaint #4954621 about?
Complaint #4954621 was filed against Citibank, N.A. regarding Credit card or prepaid card specifically about Problem when making payments. It was received by the CFPB on 2021-11-28T12:00:00-05:00.
How did Citibank, N.A. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against Citibank, N.A.?
Yes, visit the Citibank, N.A. company profile at readthecomplaint.com/company/citibank-n-a to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.