Citibank Credit Card Complaint

Citibank Credit card department,

Late fee Florida

In - -, my credit card company claims that I logged into my account and agreed to paperless statements. I have not logged into this account in more than a year, paying my bills via automated phone or check by mail. Additionally in - -, I was hospitalized - due to complication related to my - -. I never rec 'd a statement from Citi for -. When I return home for hospital in -, I was shocked to find a voicemail from Citi indicating that my payment was now very late and I had accrued late fees. I called and spoke to them about the matter. I explained that I had been very ill, and further I did not receive a statement in the mail. They assured me they would reverse the late fees and that this infraction had not been reported as a late pay on my credit bureau.


In - I was hospitalized again ( much more serious episode ) and remained in critical condition for days. Once I returned home, I once more did not have a statement, and was contacted again by Citi about my late payment and fees. I explained the circumstances, and they once more said that the fees would be reversed. I believe the same situation played out again in either - or - of -. I called again and explained that I had not received the statement and how can this possibly keep happening? On - -, - I again received a call that my payment was late and that I owe more than $100.00 in late fees. I was transferred twice until I finally got a supervisor. After all of my calls and wondering where on earth my billing statements were going, it turns out that I was switched to automatic pay without my consent or knowledge. The supervisor tried to tell me that I had in fact signed in to request paperless ( I had not ). She asked if I gave my account login info to anyone else ( i have never ). Then, I asked a simple and direct question of her : how many times have I called in between - - and today - of -? She responded that I made at least 5 calls. She then said " I think we are getting off the point here ''. I responded that this is E-ACTLY the point. I have called 5 times in 6 months telling all agents and supervisors that I am not receiving my statements in the mail and therefore forgetting to pay. Why had nobody in 5 separate phone calls checked to see if there could be a possible reason on their end why I was not receiving statements by mail ... and exactly coinciding with the time frame when I became " paperless ''. Citi 's polity is to only credit back - late fee per year period. Thus, I am stuck with more than $600.00 in late fees & penalties that I feel really are not my fault. I was told they could not help me further and to contact the Office of the President if I wish. A final concern during this most recent call was that I said well, I am prepared to make a payment today now that I know that I have a payment due. I told her to process it for an amount that was more than double the minimum payment. Her response was " well that will take care of you - and - payment then. I was confused by this and said, no I wish to pay this amount for - and she again tried to force me to split the payment between - and - since I was making a sizable payment. I am a bit more savvy perhaps, and I saw this scam coming from a mile away. It is insidious that a credit card company would try to bully clients into payment in advance ( in an over pay situation ) as that really creates a minimum payment situation for two months, and they can collect more finance charges.