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CITIBANK, N.A. – CFPB Complaint

By on October 18, 2018
Consumer Complaint Submission

Date Received: 2018-09-20T00:00:00

Product: Credit card debt

Issue: Written notification about debt

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: I’m an XXXX XXXX military person with a government issued Citibank Travel business card which is used to pay for my military travel. Today, I received a notification that my travel wasn’t booked because of an issue with my government issued credit card.

I contacted Citibank Travel to inquire and they informed me that there was an outstanding balance of roughly {$2.00} that wasn’t paid on my last expense report ( a payment of over {$5000.00} was made at one time to cover the entire cost of the trip ). After 4 phones calls today, I was told by a supervisor the international currency fees weren’t accounted for when payment was submitted by my military credit card manager which was the reasoning for the {$2.00} fee. I asked for them to provide documentation that they attempted to contact me but no documentation was provided. There response every time I asked that question was that it’s my responsibility to ensure the mailing address on file is correct, as it was supposedly showing my previous residence. I informed them that when I moved to my new duty station, that I updated all of my information, to include my credit card information on our travel credit card program and that I wasn’t sure why that wasn’t reflecting since each time I login to the system, it asks me to ensure my credit card information is correct. I also informed them that my travel claim will not process unless every penny is accounted for, which in every situation, has always resulted in the entire balance being paid in full ( by the military, they pay off the credit card after every travel – not me – I’m as far detached from this as anyone could be ). To make matters worse, they suspended my card for 60 days despite me offering to pay the balance in full on the spot when I called today and said there was no exception to this policy and that regardless of payment, there was nothing that they could do to reactivate my credit card which means my official military travel next week has to be cancelled.

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The new total balance owed is {$140.00} I believe vice {$2.00} and some change because they charged me 2-3 late fees as well as a wage garnishment fee to have the military pay system called XXXX, garnish my wages for the balance. The fact that no mail, no phone calls and no notification from my command makes me question the legitimacy of these fees and whether or not the company actually adhered to their own policies.

When I spoke to the supervisor I asked the following ” why would I pay ( the military ) over {$5000.00} in a single payment and not pay the other {$2.00}, and why would you think that I purposely avoided paying the {$2.00} ”. I then stated to them if I was going to be delinquent on paying them, it would be for {$2.00} and to use some common sense that this was an oversight on my military travel office.

At the end of the day they didn’t care, they wanted their {$130.00} in fees that they assessed I owed and could care less to use common sense or attempt to have a real person call me to inquire about the delinquent payment and instead just sent it to the collection agency to have my wages garnished. I’m XXXX years old, am still serving on XXXX XXXX for the last 24 years and have a credit score of 800-815. Their attitude, behavior and demeanor was the most rude and hostile phone call I’ve ever experienced in my entire adult life.

Anything you can do to assist in this matter is appreciated and I thank you for your time.

Company: CITIBANK, N.A.

State/Zip: CA 921XX

Company Response to Complaint: Closed with non-monetary relief

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3023116

The above data is from the Consumer Financial Protection Bureau. Keep in mind that every company will get a complaint from time-to-time, even the great ones. But there are a few key data points that will give you an idea about how well the company values their customers and handles consumer issues.

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Look at the item Company Response to Complaint: and Did Consumer Dispute Company Response: to get a better idea of how this was resolved. And the field Consumer Complaint: can give you some context of the issue.

In particular what you are looking for was that the company response was timely and that the consumer did not dispute it. The posting of complaints has proven to be a valuable resource for both companies and consumers.

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