This is a copy of a complaint I posted to BBB website.
Nature of Complaint: Billing or Collection Issues - The company has failed to correct billing errors
This is the second problem in a series of problems with the Citi Cards company 1) I made a payment to my Citi Cards account (x5472) via personal check in the amount of $5697.07. The account info was written correctly, and the check was in my name. I also called to follow-up & confirm that a check would be coming in the mail, and to deposit it to the correct account. The check was mailed on 9/28. On 10/2, the check cleared from my bank account and my bank account balance reflected the deduction of $5697.07 from the check that I had written. However, there was no payment reflected on x5472. Additionally, I continued to accrue interest in the amount of $58.63 for that month. I called the bank on 10/17 and they informed me that they misplaced the check. They asked I mail them the copy of the cleared check. I did so on 10/17. I followed-up on 10/22 and they representative had no clue of any check that was supposed to be deposited, had no clue of any pending payments, and no idea that any of this had transpired so far. I had to start from scratch. I spoke to an account supervisor that investigated and found that not only was the check misplaced, but so was the letter I sent them on 10/17. They said they found it in a stack of "lost items" - again everything was correctly labeled and clearly handwritten - Citi just simply lost it. The representative called me the following day asking me to fax them the copy of the check a third time, as they had lost it AGAIN. I faxed it and within the next 5 days, after daily phone calls, the credit was finally applied. 2) On a separate account (x 8238). A credit balance of $344.66 was present from 09/2012 - 12/2012. I requested a credit to my bank account on 11/21. No confirmation number was offered. By 12/5 he credit was not applied and I called Citi to check in and again they said the communication was "lost" and the transaction was "accidentally closed"
Desired Settlement: Change the Store Policy
I saw failures on multiple levels during the first credit card issue with Citi Bank on account x5472. It was resolved only after daily aggressive phone calls. In both cases, Citi representatives admitted the error was on their end. Thousands of dollars were out of my possession for over 1 month and this would have been indefinite had I not called AGAIN AND AGAIN. The public must be made aware that the current business practice of the Citi Card corporation requires customers to call multiple times to ensure that requests are completed. This is inexcusable. The credit from x8238 is still pending. I still have no confirmation number. The complaint should remain open until I get the credit I submitted on 11/21. Somehow the public needs to be made aware of this business practice. Also, Citi should provide confirmation numbers to customers after ANY telephone transaction. Notations on customer accounts must also have confirmation numbers so they can be looked up quickly and not lost.
Monetary Loss: $6041.