Yesterday I had a very disconcerting and long conversation with multiple Citibank employees, and the issues still remains unresolved. This problem reaches back to July when I first wrote about issues with my Citibank account in a couple of articles.
At the beginning of this year, I closed my CitiGold checking account, the account had offered American Airlines miles for opening and spending out of the checking account. Closing the account went without issue until I moved to South Carolina. Logging into my account from a new location, Citi requested my debit card number as an extra verification step... except I had closed that debit card with the checking account 6 months prior.
After contacting Citi, the checking account was deleted and in order to continue to work with my accounts online, they asked me to recreate my online account. After doing that for them I was required to re-link all of my credit cards. After getting everything set up, I was suprised to find I could no longer add my bank account as a payment method. This triggered another call with Citi where they looked at the issue, could find nothing wrong and then opened a ticket to resolve the issue. You probably have dealt with customer service before, so you likely won't be surprised to find out they never called back or fixed the issue.
Come August when my next payment was due, my online payment still wasn't working. I called in through the automated system and submitted my full payment over the phone. After that I went about my days until yesterday when I checked my account.
I was absolutely floored when I saw that my Premier card was listed as in collections status. WHAT!!!???
Even better was that my app showed I owed $0 and in collection status. How is that possible?... Answer is that Citi is a terrible company, plain and simple.
Yet another call was issued to Citi. The agent was very confused as to what was happening. Then she found that my payment was rejected in August. She then went on to blame my bank. Many minutes of me getting very angry with her and explaining this had something to do with the bug on my account and that Chase, Amex, Barclaycard, and Bank of America were all able to pull payment from my bank account, so it was not my bank. She insisted it was my bank.
After hanging up in anger with the agent at Citi, I calmly called my bank and they verified everything I knew was the case. Not only did Citi not attempt to pull money from my bank, they didn't even ping the bank systems at all. In fact the bank showed no activity whatsoever from Aug 18th-30th, not even a poke into their system attempting to pull a payment. This was definately on Citi's side of the equation.
Another call to Citi and multiple attempts for them to unlock the account and allow me to add a bank account showed that it was not letting me do so. I was passed again to accounts troubleshooting, and once again a ticket was issued as it was in July. Now I still await them fixing the issue that was causing me trouble in the first place.
Problem is that Citi shows me $25 owed and in recollection. My app shows $0 in recollection. I have tried to pay online, it doesn't accept it, I have tried to pay over the phone, it was rejected by their system because I found out later it wasn't rejected by my bank, but their system couldn't find my bank account. I've now submitted a payment with an agent... we have yet to see if that will be rejected or not.
I am sitting here dealing with a bank that says I owe them money yet will not accept any form of payment from me. We are now 7 days before this is reported on my credit.
Can anyone explain to me how I am supposed to pay a company that will not take my money? Yet they blame me for not paying them. I don't know what to do about this anymore, I've tried my best to hand them money, and they don't seem to want it. In a digital world, how do you get a corporation to take reasponsibility for a bug in their system? I have yet to figure this out. Tons of stress, and my credit on the line, I need this resolved ASAP, but I don't know how to do so. My last ditch effort is to find a physical Citi location and pay in cash... not sure what else to do.
Rocket Scientist, Travel Junkie, and Ruler of the 4th Moon of Omicron Persei 8