CFPB Complaint

CITIBANK, N.A. – CFPB Complaint ID 2933832

Consumer Complaint Submission

Date Received: 2018-06-12T00:00:00

Product: Credit card debt

Issue: False statements or representation

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: My wife is an authorized user on my XXXX XXXX account and she is the person who pays the bill. She has a card with XXXX XXXX, in her name, pertaining to my account. On XX/XX/2018 my wife called in a payment to XXXX XXXX to pay the bill in full. The automated voice stated that the balance on the account was {$500.00} and asked if she wanted to make the minimum payment or if she wanted to pay the bill for the full amount due of {$500.00}. She made the payment in full for the {$500.00}. Yesterday, XXXX XXXX called our home to state that they wanted to speak with me. My wife put them on speaker phone and I gave them permission to speak with her but they stated that ” Massachusetts law ” would not permit them to speak with her. I asked that they cite the law they were speaking of and they had no knowledge of the law – but doing what they were ” told to do ”. Needless to say, they never had a problem taking a payment from my wife over the phone. They then went on to state that we were delinquent approximately {$20.00} due to interest ( {$10.00} ) and a late fee ( {$10.00} ). We inquired how there could possibly be interest charged to an account that now has a XXXX balance for the next billing cycle after the bill was paid in full. This was even confirmed with their automated pay department. We have had these issues in the past. Once before, the bill was paid in full by my wife over the phone. Two months later my wife and I went to XXXX XXXX and our card was declined because there was a {$2.00} ” service charge ” balance that was not paid the month prior, although the bill WAS PAID IN FULL!!!!. If this is happening to us, this is certainly happening to other card holders!!! They are nickel and diming their customers on bogus fees and interest charges on ACCOUNTS THAT HAVE XXXX BALANCES!!!!! The person my wife and I spoke with was XXXX XXXX ID # XXXX, who identified herself as a manager, refused to speak with my wife even after I gave her permission to do so and asked me if I wanted to authorize a payment ON ” HER ” BANK ACCOUNT – ON THEIR RECORDS, WHICH MY NAME IS NOT ON!!!!. IT IS HER PERSONAL BANK ACCOUNT!!

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Company: CITIBANK, N.A.

State/Zip: MA 016XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2933832

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