Citibank Prepaid Card Complaint

Citibank Prepaid card department,

ID prepaid card Oregon

Well, I called citi on -/-/16 to determine why I was being charged ATM fees despite the information pamphlet that was given to me saying I should not incur fees when using a citi bank atm. I spoke with a woman who said that she agrees that I should not be charged for using a citi bank atm and that perhaps I used an atm outside of their network ; she said she 'll look up the atm to determine if this was the case. She confirmed that it was in fact a citi bank atm and that its odd I was being charged. She said she will escalate this to management but that unfortunately there was n't anyone there that day that could help so I would be contacted back in approximately a week. I had n't heard back from them by -/-/16 so I called back to see what was going on. At that time the gentlemen I spoke with told me the exact opposite of what the lady from the first call said and told me that those fees are n't able to be reversed ; I asked to be escalated to speak with management. I spoke


given to me with my card, he said that perhaps I received a pamphlet that was intended for another program but that he would do a one time courtesy and reverse those fees. He said I would have to call back on -/-/16 because no one there could reverse those ( it was fairly late in the evening ) and that on -/-/- when I called those fees would be reversed. So I called today -/-/16 to have those fees reversed at the gentlemen instructed however the person I spoke with told me that was not true and that she can not refund them. After she pulled the call she agreed he said that however she only refunded the most recent atm fee but that was it. This is not okay because I have had one employee tell me I was right, and that I should n't have been charged since the atm i used was a citibank atm and a manager also tell me that he would reverse the fees on -/-/16. I have reference numbers for the recordings of all three of those calls. The call on ( -/-/16 ) with the woman who told me I should not be charged fees at citibank atms was reference # -. The call with the manager on ( -/-/16 ) was reference # - ; and lastly the call from ( -/-/16 ) today 's reference # was -.