Citibank Credit Card Complaint

Citibank Credit card department,

Late fee Florida

After being a customer for over 29-35 years ( first credit card ) I had my ID stolen and stopped doing business online for a while with all companies. This caused me to have one missed by a few hours payment in - -. Then in - -, I completed paperwork to setup auto pay. In -, it was not yet set up for some reason and I missed a payment because I thought the autopay had been setup. I was told that this $25.00 fee would be credited on my next bill and I should wait until I received the bill. I called customer service and was now told that I could not get money back due to having one late fee credited in -. I aske d for a manager to call me and they called but I did not get the phone fast enough. Then I got a letter and when I called back today I was told by a " manager '' - that she was NOT authorized to override the system 's decision to not give credit or a previously promised late fee by customer service. I have been a loyal and pay in full customer for over 29 years or more. I find it hard to believe that this company has no way of empowering their managers to do anything now that - is over - and was promised a late fee credit previously and since it was due to their lack of setting up the auto pay when it was sent in the mail to them in - -. I do not like getting late fees, nor have I for many years. Their system creates this without override capabilities and the manager has no ability to make a very long term and good customer happy anymore. I think this is a new phenomenon. no contact information to contact the company or a person empowered to do this can be provided.