Citibank Credit Card Complaint

Citibank Credit card department,

Late fee Wisconsin

This is a follow up to complaint # : -. The original complaint is as follows : My credit card issuer, -, assessed my account with late payment fees of $25.00 on -/-/-, $35.00 on -/-/- and $35.00 on -/-/- which were all a direct result of - 's payment system being unavailable to access requests from - and their Customer Care Agents providing incorrect payment processing information. In speaking with their Internet technical support services staff 3 days prior to the initial fee assessment they informed me that they were not able to provide an alternative and advised me to contact the - 's Customer Service telephone line during regular business hours. They assured me that my access attempts and phone call were logged and that the matter would be rectified without penalty. In following up with a phone call to an Account Manger on -/-/- I attempted to dispute the prior assessed late fee and also requested to


In following up with the account management team on -/-/- I learned that the likely reason for the miscommunication was that the support services staff, which was recently outsourced, was not familiar with the newly implemented procedures. I 've been a customer for approximately 15 years and only within the last 12 months have I encountered repeated billing and payment issues but early on I was able to reach an " on-shore '' representative which took the time to research my issues, provide guidance and prompt service. Unfortunately, and as of late, there is no follow up from any of the account managers nor responses to letters or phone calls. Complaint addendum ( - ) Today I spoke with a representative ( - - -- | - ) from Citi 's " Executive Office '' and after reiterating the details of the complaint above the representative was inflexible regarding the reversal of fees in addition to updating the negative credit reporting entries. In the course of our discussion he informed me that he reviewed my call history with Citi and found no record of my discussions with other representatives or prior service issues. I then proceeded to provide the dates and various representatives names I spoke with in attempting to resolve the issues. He claimed there was no record of any such discussions. I then provided details regarding internal process changes and dates that directly resulted in these issues and despite confirming my knowledge of said process changes and their time frames, which were not discussed in any of the calls he claimed to review, he refused to further investigate the issue, change his position, escalate the matter or provide any solution.