This is a story about a person who wanted to make a payment on his Citibank MasterCard, this is a true story.
First, some history. A few years ago my fiancé and I were in the Sunvalley mall Concord California when we decided to get our rings. We went to Helzberg Diamonds and found a very nice set; we paid for them by signing up with a charge account. Everything was fine. I had the ability to pay in the store or online (I, like many of you, prefer to pay my bills online) all was great especially, the fact that we had rings now.
After about a year, I discovered that Citibank bought the credit portion of Helzberg. I already had a credit card with Citibank and didn’t really desire another one. To my dissatisfaction I was notified that I would not be able to make my payments at the local Helzberg store; it was a real convenience to have that option. I also found out later that I wasn’t able to make my payments at the Helzberg website either. My Helzberg account was converted over to a Citi-MasterCard. For almost two years I’ve been making payments through Citibank’s phone pay system , a service they charge for, because I feel that mailing the bill is unreliable. Every time I made a phone pay to them I asked when they would support this new City MasterCard online. I was told only that they were working on it. I quickly became discourage with this new account and near the end of 2005 I transferred the balance over to a BofA card with the full intention of canceling my Citi-MasterCard. Well, Christmas came and through lack of better judgment I used my Citi-MasterCard. So, now I’ve made two payments on it, Jan 06 and Feb 06 but for March I was worried that if I mailed in the payment I’d be late, and I didn’t want any late fees; I also didn’t want to be charged for a phone pay again. So I thought I’d make a payment in the bank. I know what you’re probably thinking “Why didn’t he just do this from the beginning?” Well, this is where the story gets really interesting.
I went to the bank on the 4th of March (a Saturday), the day my payment was due. My statement said to make the payment before 1pm of the due date. It was around 12pm. After trying to run my Citi-Master Card the teller said that she couldn’t accept my payment and that I’d need to come back on Monday when the credit office was open. I said if I don’t make a payment today I’ll get charged a late fee and I don’t want that. The teller told me they would wave the fee, so I said ok and left. I worked Monday, It’s now Tuesday. I went back into the bank hoping to get this fixed. I talked to the same teller who instructed me to wait for one of the bank managers to help fix my dilemma, so I waited. After a few moments the teller asked for my Citi-MasterCard to try and run it again, it didn’t go through. She then called someone on the phone to get help and they informed her that Citibank could not accept my Citi-MasterCard payment! I’d have to make a payment over the phone. I told them that this was absurd that a bank to whom I have a credit card with can’t take a payment for that credit card. They told me that they couldn’t do anything for me. Let me say that the people who know me know that I don’t really get upset nor do I usually raise my voice when angered but, these people made me hot! I find it outrages that the company that has their Logo on the card refused to accept a payment for that card. I walked away totally and absolutely dissatisfied with Citibank’s customer service.
When I got home I called the toll free number and got a rep, I apologized up front because I was very upset by what was transpiring and explained my situation to her. Her response was also less than satisfying. She informed me that the Citi-MasterCard that I held could only be paid one of two ways either through the mail or through phone pay, and also that my account was now late and that I would be charged a late fee which they could not remove. I tried to explain to her that it’s not my responsibility to try and make a distinction between Citibank and Citi-MasterCard, which has the Citi logo on the card by the way. She gave me the run around and told me that because the original account was a charge card that Citibank didn’t support it. At this point I really felt parts of my sanity leaving me, I kept thinking to myself, why is this happening to me, their trying to make me the one who’s at fault for this. I asked to speak to her supervisor. When she came on the line I again apologized for being upset and said that I know that this wasn’t her fault, I then explained the story again. She actually repeated what the first attendant said, that Citibank wouldn’t accept my account, that they couldn’t transfer my account into one that they could take unless I applied for a new credit card, that I was in default of payment and would be charged a late fee and if I wanted to make a phone pay it would be roughly $14 on top of the payment and late fee.
I don’t know what else to say except that I am absolutely mortified now. I can’t believe this happened to me. I asked at least remove the late payment fee, thinking that’s the very least they could do but she refused.
So as it stand now as of March 7, 2006 I’m late on this payment and will be charged a late fee, I can’t make a payment in an actual Citibank I can only mail in my bill or use phone pay which adds a phone pay service charge and I have no online support for this account.
7 comments:
Having worked in the Insurance industry for years...much like the banking industry...I can totally understand your frustration...
I just have one question...Why did you wait till the last minute to make a payment? Technically to be posted on time, insurance and credit payments should be mailed a good 10 days prior to the due date to ensure they are posted on time. I would've always mailed a check if I were you, also, to ensure a paper trail....Not to be rude...I just feel you caused part of the problems...you could've avoided them by mailing payments 10 days prior to the due date every month....
I know this reply is a little late, next time I’ll pay better attention to the postings. To answer the question so that this may help others. I don’t trust the card companies in honoring the post date one payments any more. I’ve found more than one individual online that has mailed in their payment ahead of time only to incur a late charge because the company “conveniently” misplaced there payment. Just before I paid off my card I sent my payments in certified mail requiring Citibank to sign for the payment that way at least I could contest any late payments after that. It’s kind of sad that people need to resort to these kind of tactics just to insure a payment makes in on time…or they (Citibank) could’ve just started to support online pay…I’m grateful that at least for me it’s now a moot point but, I know that other people out there are getting screwed by Citibank as I speak and that is truly sad.
I feel your pain with Citibank. They are the worst when it comes to "Customer Service" (if that is what they want to call it). My husband got layed off from his job and we were having trouble paying bills. We were able to make arrangements with the utility companies and all other creditors but, "Citibank" would do nothing. We tried to make the payments, but I am sorry, a roof over my head is more important than a credit card. Now I have an interest rate of 31.99%, incurring over the credit limit fees (because of the high interest) and late payment fees. This is my husbands card, he had before I met him, but as soon as this issue is resolved (we are still fighting with "Citibank"), there will be ABSOLUTLY NOTHING in this house with "Citibank" on it. I think the rest of the Country needs to know about "Citibank" and maybe if enough people quit using them, They will willing to Help rather than Destroy!!
And, as for the Insurance industry worker, the 10-day in advance does not always work. Sometimes, It still shows up one day late.....Hummmmm, Imagine that!
Thanks to author for this article. Very interesting. Write more!
I got the same problem with these guys pay them in advanced but its is always late and they always charge late fees. For a company that is based Downtown I'm not impressed.
31JAN2008
my 1st pymt was scheduled from my bank on 22nd but they said they got it 2 dys late on the 29th; and yes late fee charged.
This mth i sent it 9dys b4 but it still seems like its getting there late since its not been posted today which is the 2nd to the last wkin day b4 its due on sunday. so i called to place telephone pymt which they say will cost me about $15 for the service.
i spent so much time on the phone and got both late fee and service fee waived.
i should cancel the card later when all is cleared up.
these guys need to be put out of business.
Looking at the card now im not 2 sure this is citibank it just says citi and theres no citibank.com behind the card.
Also the lady on the phone said they do not have any site online.
02Feb2008
after my phone call with citi mastercard on 31JAN2008 8pm.
I checked my bank act the next morning just to find that they cleared the initial payment i sent with a posting date of 31jan2008.
so that means they were sitting on it and lying that they did not receive my chq yet just so as to scam me into another late pymt. but because i called early to pay a 2md time by telephone then all of a sudden they ack receiving my chq.
Im definitely reporting this to the BBB
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