Credit card -- Problem when making payments -- Complaint #7463957
Complaint Overview
Complaint ID: 7463957
Company: Citibank, N.A.
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-Issue: Problem during payment process
State: Wisconsin
ZIP Code: 54313
Date Received: 2023-08-28T12:00:00-05:00
Date Sent to Company: 2023-08-28T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I have a credit card issued by CITI Bank. Its carries a balance from time to time when the interest rate offered is favorable. As my financial circumstances change, I pay off the balance. A very normal arrangement. The payments on the card have ( nearly ) always been made through the online portal.Specifically, I provided CITI with the account number of a checking account I have at XXXX XXXX for periodic payments. This week I determined it was appropriate to pay off the balance on a CITI card with proceeds from a HELOC at XXXX XXXX XXXX. I drew the exact amount from the HELOC to make the payoff to my checking account at XXXX. I then used the CITI online banking application, which uses XXXX, to connect the XXXX account to make the payment. It all seemed very easy and normal. The next day however, I received an email from XXXX XXXX indicating they declined a payment in the amount I requested drawn from the XXXX account. I immediately realized the mistake and contacted CITI. Their customer service refused to provide a direct and clear answer regarding whether they would charge a returned check fee. However, the next day it was apparent CITI is charging me a {$29.00} returned check fee. The pecuniary amount isn't the issue. The problem is that I'm 1000 % sure by virtue of the process XXXX used to connect the accounts of the inputs I made through the CITI portal. I absolutely requested the draw made from the XXXX account, even entering in my XXXX portal login information to make the connection. CITI 's software and procedures either ( maliciously or carelessly ) misprocessed my request and now blame me for their mistake. The fees generated by this are entirely disingenuous and customer service refuses to directly discuss the issue, instead faming misunderstanding as might occur between people who speak different native languages. It's simply sad and ridiculous behavior to generate additional fee based revenue.
Frequently Asked Questions
What is Complaint #7463957 about?
Complaint #7463957 was filed against Citibank, N.A. regarding Credit card specifically about Problem when making payments. It was received by the CFPB on 2023-08-28T12:00:00-05:00.
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) 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.