Citibank Bank Account Or Service Complaint

Citibank Bank account or service department,

Checking account Making/receiving payments, sending money New York

I have an account at citibank for more than twenty years. recently they informed me that my direct deposit alone would not qualify me for free checking, so they recommended a basic checking and savings account and it must include a monthly recurring bill payment. my account was set up on - - 2015. The agreement ( by phone ) was that each month starting in - 2015, they would make a payment to CITICARDS as installment on my creditcard. The payments are due on the - of each month and they would debit the amount on the - of each month. On - -, i discovered that they did not make my payment. I called CITICARDS and explained the situatation and they inturn, deducted the money from my checking account. I was told by the representative that a FEE will be accessed, once my new statement is generated, and i should call them, and they will remove the fee. On this day - -, I discovered that the FEE has been charged to my account and I called CITICARDS, told me that they can not remove the charge of $35.00 because it 's justified, and it 's not their fault. I then contacted Citibank checking, and while they are fully aware that an error was made, they are telling me there is absolutely noting they can do. I believe this is wrong. How can i be responsible for a fee that i did not create? I would like some help. I can imaging the number of people these banks cheats out of their hard earned money. Thank you for understanding