Credit card or prepaid card -- Problem when making payments -- Complaint #6453766
Complaint Overview
Complaint ID: 6453766
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: Texas
ZIP Code: 78681
Date Received: 2023-01-18T12:00:00-05:00
Date Sent to Company: 2023-01-18T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I previously reported a related occurrence whereby Citicards changed the monthly statement balance and caused an interest charge to be generated on my account, see ( XXXX ). Since inception, I have never paid an interest charge on my CitiCards. I always pay the FULL statement balance each month. I use the CitiCards web site to review and schedule the payment transferring the funds from my bank. Previous to last XXXX XXXX the CitiCards online statement and my PAPER statement have been identical. However in XXXX XXXX the online statement understated the amount shown on the paper statement ( which was received after my online payment ). When I paid the online FULL Balance online, CitiCards sends an email verifying that I had paid my balance in FULL with No Balance Due. However, on the next monthly statement, the remaining difference between the paper statement and the online statement would be shown as carried forward and would result in an Interest charge. Subsequent to this event I now specifically compare the paper monthly statement balance ( that I receive a week after the email notice of statement availability ) to the online statement balance to assure that they are identical. CitiCards has again changed the balance of my monthly statement which would have caused an underpayment of the full statement balance. In XX/XX/XXXX, I received an email notice that my XXXX ( XXXX ) monthly statement was available. I subsequently signed into my online account and scheduled the payment of the FULL ( online ) statement balance of {$3200.00}. About a week later I received a mailed ( paper ) CitiCards statement with a balance due of {$3200.00}. Obviously there is a {$11.00} difference which would have resulted in an underpayment of the monthly statement- and the generation of an interest charge ( which previously occurred in XXXX ). I again signed onto my online CitiCards account and again verified that the online FULL balance was as previously stated ( {$3200.00} ). I amended the scheduled payment amount by submitting a " Custom '' payment amount for {$3200.00}. The different statement amounts in this case seems to be a statement credit that appeared on my online statement but did not appear on my " paper '' mailed statement. CitiCards obviously controls both the online and mailed statements so the fact that they issue statements with two different balances is baffling. Furthermore the fact that CitiCards would have charged me interest on an amount that was in fact " My '' money ( a credit ) is even more concerning.
Frequently Asked Questions
What is Complaint #6453766 about?
Complaint #6453766 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 2023-01-18T12:00:00-05:00.
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.