gistfile1.txt

Hi, Ivan. I'm Citi® Bot, and I'm here to help with your account questions.
Here are a few of the many topics I can help you with or feel free to ask a question.
Customer Message
I dispute the entire $65.13 balance on account ending 7002 and I will not pay it. The balance consists only of a $30 returned-payment fee, a $31.60 late fee, and related interest triggered by a failed $0.55 autopay to a closed funding account; there were no purchases. Citi already waived $41. Connect me to a live human supervisor authorized to reverse the remaining fees. I require written confirmation that the balance is removed and that no collections or adverse credit reporting will occur while this dispute is pending.
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Citi is responsible for processing your online bill payment request according to your instructions subject to the terms and conditions of your checking account and the Citi® Online User Agreement. Citi is not responsible for the receipt or crediting of an online bill payment by your payee nor any fees charged by the payee.
Customer Message
Live agent. Connect me to a human representative now.
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Customer Message
Disputed credit-card fees and balance.
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Is this for your credit card or banking account?
Customer Message
My credit card
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As a heads up, you can only cancel eligible purchase disputes by going to the Fraud & Dispute center. For other types of disputes, you'll need to call us by going to the Contact Us page.
Go to Fraud & Dispute Center
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Customer Message
Representative
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Which account would you like to check?
Citi Strata Premier® Card...7002
Checking...8155
Account isn’t listed here
Customer Message
Citi Strata Premier® Card...7002
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Customer Message
Chat with a representative
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Sure, I'll connect you with a representative. I'm always learning new things, so maybe I'll be able to help next time.
You're now connected to: Ryan
Thank you for waiting. You are now connected with Ryan
Good day! Thank you for contacting Citibank. I am Ryan, a Citi Resolution Specialist. My Identifier is 18-18-50667. I am here to help you with your concern. This chat may be monitored or recorded. How may I help you?
Customer Message
I dispute the entire $65.13 balance on account ending 7002 and will not pay it. It consists solely of a $30 returned-payment fee, a $31.60 late fee, and related interest caused by a failed $0.55 autopay to a closed funding account; there were no purchases. Citi already waived $41. Please reverse the remaining fees, mark the balance formally disputed, confirm the account remains closed at my request, and confirm in writing that collections and adverse credit reporting are suspended while this dispute is pending.
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Thank you for reaching us today. Let me go ahead and connect you over to the right department for further assistance.
You're now connected to: Elena
Customer Message
I'm still here. Please complete the transfer to the department that can reverse the disputed fees.
Delivered
Thank you for waiting. You are now connected with Elena
Welcome to Citi Live
Chat. We appreciate the opportunity to serve you and are available 24/7 for
your assistance. Please allow me a moment to review your query.
Hey! Hope you are
doing good today Ivan.
Customer Message
Hello Elena. Please review the dispute statement above and confirm whether you can reverse the remaining $65.13 in fees and interest and provide the requested written protections.
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Could you please
re-confirm the last 2 digits of the account/credit card number?
Customer Message
02
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Sure! Let me check
on this for you., Ivan
You haven’t responded in a while. Please send a message to keep this conversation open.
Upon reviewing your account, I can confirm that the late fee of $41.00 has already been refunded and was credited to your account on:

07/13/2026 – REFUND LATE FEE: -$41.00

After the refund was applied, your current outstanding balance is $65.13.

Therefore, there are no late fees currently being charged to your account, and the remaining balance of $65.13 in your account.
Customer Message
I'm still here and waiting for your review.
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Apologies, I was just typing this for you
Customer Message
That does not address the dispute. The $65.13 remainder is itself entirely fees and related interest: $30 returned-payment fee + $31.60 late fee + $3.53 interest = $65.13. The $41 refund only reduced the prior $106.13 total. There were no purchases. Please review the itemized fee history, reverse the remaining $65.13, and answer each requested protection in writing. If you lack authority, escalate to a supervisor.
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May 01, 2026 May 13, 2026 FEE FOR RETURNED CHECK $30.00
May 13, 2026 May 13, 2026 MINIMUM INTEREST CHARGE $0.50
Jul 13, 2026 Jul 13, 2026 INTEREST CHARGED TO STANDARD PURCH $1.33
Jun 11, 2026 Jun 11, 2026 INTEREST CHARGED TO STANDARD PURCH $0.60
Apr 13, 2026 Apr 13, 2026 INTEREST CHARGED TO STANDARD PURCH $1.10
Are you referring to these charges?
Including the Jun 11, 2026 Jun 11, 2026 LATE FEE - MAY PAYMENT PAST DUE $31.60
Customer Message
Yes. Those listed charges total $33.53, and the remaining $31.60 is the other late fee, bringing the balance to exactly $65.13. I dispute all of it. Please reverse the $30 returned-check fee, the $3.53 interest, and the remaining $31.60 late fee.
Delivered
I understand that you are enquiring on Fee
waiver.


In order to reduce the Interest, we need to make a
request from our end. It will be decided systematically.
Customer Message
Please submit the request now for every remaining component: $30 returned-check fee, $31.60 late fee, and $3.53 interest. This is a formal dispute, not merely an inquiry. Tell me the system decision for each item and provide a reference number, plus written confirmation about collections and credit reporting while disputed.
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Let me try to make a request to
waive off this right now. But this is a system-based decision, So, let's see if
it accepts the request
However,
I want to be transparent with you! these requests are reviewed and approved by the system, so the final decision may
vary. That said, I will certainly do my best to
submit a strong request from my end.
Starting with this- Jun 11, 2026 LATE FEE - MAY PAYMENT PAST DUE $31.60
I got a message stating that Unfortunately, the request for a late fee refund has not been approved due to a late fee refund or suppression already processed in the last 12 months.
Customer Message
The prior $41 refund was part of this same fee cascade, not a separate earlier courtesy. Please proceed now with the $30 returned-check fee and $3.53 interest requests, then escalate the denied $31.60 late fee for a supervisor/manual exception. Also record the entire $65.13 as formally disputed and provide the denial/reference details.
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Checking on this now for you Ivan- May 01, 2026 May 13, 2026 FEE FOR RETURNED CHECK $30.00
I got a message stating that We are unable to adjust the Fee.


I'm so sorry to say this, I have
tried my level best to waive the Return check fee and Interest for you, but unfortunately I'm unable
to waive it for you.
Customer Message
Please escalate this now to a live supervisor or manual-review team. I do not accept the automated denials. Record the full $65.13 as formally disputed and provide: (1) a case/reference number; (2) the specific reason for each denial; (3) confirmation the account remains closed at my request; and (4) whether collections and adverse credit reporting are suspended while the dispute is pending.
Delivered
I want to let you know this is systemized-this cannot be manually overrided- As you are requesting for supervisor, Let me transfer you to the team,.. Kindly stay connected .
You're now connected to: William
Thank you for waiting. You are now connected with William
Welcome to Citi Live Chat. My name is William. We appreciate the opportunity to serve you and are available 24/7 for your assistance. Please allow me a moment to review your query.
To make sure I understand correctly, you're inquiring about waive off for this return check fee:

May 01, 2026 May 13, 2026 FEE FOR RETURNED CHECK $30.00 ?
You haven’t responded in a while. Please send a message to keep this conversation open.
Customer Message
I'm still here and waiting for your supervisor review.
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And unfortunately, there is no option to dispute the balance on the account, if you wat and if there is charge from the merchant you could try to dispute those charges.
Customer Message
Yes, and the entire $65.13: that $30 returned-check fee, the $31.60 late fee, and $3.53 interest. I request reversal of all three, formal dispute status, and the written confirmations requested above.
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I request you to please go through this message:


And unfortunately, there is no option to dispute the balance on the account, if you wat and if there is charge from the merchant you could try to dispute those charges.
Customer Message
This is not a merchant chargeback. It is a billing/fee dispute over charges imposed by Citi. Please open an internal complaint for the disputed $65.13, provide the complaint/reference number and the address or channel for a formal written billing-error notice, and answer whether the closed account will be sent to collections or reported adversely while Citi investigates. A statement that the merchant-dispute tool cannot handle it is not a resolution.
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If the returned check or return check fee is due to Bank Error or incorrect, I request you to have your Bank write to:

Citi Cards
PO Box 6500
Sioux Falls, SD 57117
Thank you for the confirmation, please allow me a minute to check for the options to waive off the return check fee.
I have tried to waive off the return check fee from the account, but unfortunately the request to waive off the return check fee got denied as it is valid fee on the account, I really apologize for this.
May 01, 2026 May 13, 2026 FEE FOR RETURNED CHECK $30.00.

I see that you have made the payment of $0.55 on "05/01/2026". We appreciate you for making the payment in your account.

However, the payment is already returned from the account, due to the reason of "Account closed" so that's why the return check fee of $30.00 got accrued on the account.
Customer Message
I understand Citi's stated reason: the $0.55 payment was returned because the funding account was closed. I still dispute the $30 fee and all downstream charges as disproportionate and entirely fee-generated. Please now open the internal complaint, give me its reference number, confirm the card account remains closed at my request, and answer whether collections or adverse credit reporting will occur while the written complaint is pending. Please also preserve or email this transcript.
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Customer Message
do you not understand my point. $100 expected payment all downstream of an original balance of $0.55 is utterly insane
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Customer Message
especially considering how long I had been a customer
Customer Message
my intention had been to close the account entirely anywa
Customer Message
and i basically have no history of EVER making payments late
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I'm sorry, but the payment was processed by autopay, as the autopay was enrolled on the account and it was enrolled with that payment aaccount, that is the reason the payment was processed and it was processed from that account, as autopay enrolled with that account, and as mentioned we do not have option to dispute the return check fee, as a courtesy i already tried to waive off that fee, but as per the card agreement, the fee is valid, that is the reason, the request to waive off the fee is denied, I really apologize for it
Customer Message
We understand Citi's card-agreement position and still reject it. Please stop repeating the fee rationale and answer the outstanding requests: open an internal complaint and provide its reference number; confirm the card account is closed; state whether Citi will pursue collections or adverse credit reporting while the written complaint is pending; and tell us how to obtain this transcript.
Customer Message
don't even try to take this to collections. I will never pay it. IF you feel its necessary, just take this directly to a credit remark
Customer Message
so i can contest it there
Customer Message
you will not get payment from me through collections
Customer Message
under any circumstances
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I will file an internal complaint for this, but as it will be internal complaint, you might not receive the communication for it
Customer Message
i have an 800+ credit score btw
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The account/card is already closed
Customer Message
so like basically a perfect record
Customer Message
Please file it now and provide any complaint/reference number available in the chat, even if Citi sends no later communication. You still have not answered whether the card account is closed or whether Citi will send this disputed balance to collections or report it adversely while the complaint is pending.
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And as we're not credit trained, unfortunately, I can't assure you on the impact on credit report, for this, I request you to reach out to the credit bureau and check for the exact and correct details from credit bureau.
Customer Message
Understood: you cannot assure any credit-reporting outcome. Please answer the remaining operational question: will Citi send this disputed $65.13 to collections while the internal complaint is pending? If you cannot answer, transfer me to the team that can. Also provide the complaint/reference number after you file it.
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Unfortunately,
we do not have option to send the chat transcripts by email from our end. I
really apologies for it.



This chat is automatically saved. If you want to save or print a copy then you
will need to highlight the entire conversation, right click and hit copy, and
then paste it onto a word document, email, or other.
Customer Message
dont bother me with further email or text communications about this
Customer Message
like I said, I will not pay
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I'm sorry, but if the payment did not receive for the balance, the account will have the revolving balance.
Customer Message
okay but i cancelled the account
Customer Message
i am no longer a citi customer
Customer Message
do not contact me
Customer Message
We understand Citi says the closed account will continue carrying a revolving balance. Please confirm that the internal complaint has actually been filed and give its reference number. Also answer directly whether and when Citi may refer this balance to collections, or transfer us to the collections team that can answer.
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Just to confirm, you want to stop all communication for collection activity?
Customer Message
yes i will never pay
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Customer Message
id like to expedite the process of escalating this to credit reporting
Customer Message
where you will lose
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As mentioned, I will file an internal complaint, but before that as you need details for the question, first I request you to please let me help you with those details, after that I will file an internal complaint.
Customer Message
you should be escalting this to your manager
Customer Message
its insane
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Please allow me a minute.
Customer Message
to try to charge someone $100 dollars over 55 centers
Customer Message
that is VERY OBVIOUS
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To update the account to stop contacting you for any collection activity by call or text, we need an additional verification, please help me with it.
We may be able to complete verification by sending you a one-time code in a text message. Normal cell phone charges may apply. Could you provide a cell number for a text?

Yes/No?
And I'm one of the supervisor available on chat, and I already tried to waive off the return check fee, but as it is valid fee, the request to waive off the fee got denied, I really apologhize for it.
You haven’t responded in a while. Please send a message to keep this conversation open.
Customer Message
well
Customer Message
seems like you need another escalation then
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Customer Message
sure do the additional verification
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We may be able to complete verification by sending you a one-time code in a text message. Normal cell phone charges may apply. Could you provide a cell number for a text?

Yes/No?
Customer Message
******8534
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Shal, I takes it as yes to send the verification code by text?
Customer Message
Yes
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I will be sharing a secure form now in this chat, could you please fill in the details asked and send it back to us. And please let me know, once you filled and sent the secure form.
Citibank/Citicards-Verify Phone Number Form is successfully submitted.
Citibank/Citicards-Verify Phone Number
This form was submitted on 07/17/26.

To make changes to this form, ask the representative to resend it to you.
Customer Message
The secure form has been completed and submitted.
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OTP has been sent to Mobile Phone.

Please provide the 6 digit identification code in the body of the text message.

May take up to 30 seconds for the OTP to be received.
Customer Message
345199
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Customer Message
345199
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Please be informed that:


Per your request we will stop all collections communications on your Citi Strata Premier account.
We'll continue to send you a monthly billing statement.
You are still liable to pay the debt in full.
The existing terms of your account remain intact, you'll still incur interest charges, if your account becomes past due late fees could apply and the account could be closed.
We'll continue reporting your account to the National Credit Reporting Agencies.
Any unpaid balances on closed accounts may be written off. If that happens it will be reported to the Credit Reporting Agencies, and if principal of $600 or more is written off per year, we may report to the Internal Revenue Service.
Please confirm you want to proceed with this request.
Customer Message
I confirm. Proceed with stopping all collections communications on the Citi Strata Premier account.
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Shall I take it as yes?
Customer Message
Yes.
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Done, I have updated the account for stop calling for collection activity.
Customer Message
Thank you. Now please file the internal complaint you promised regarding the disputed $65.13 fee-generated balance, and provide the complaint or reference number in this chat.
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Sure, please allow me some time for it.
Customer Message
I'm still here. Please complete the complaint filing and provide the reference when available.
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Yes, I'm on it.
This is the number for confirmation for internal complaint: 5792
Customer Message
Thank you. Please confirm complaint 5792 is filed, and state the expected review timeframe and whether Citi will communicate the outcome.
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As already mentioned previously, it is intenral complaint, and you might not received communication for this.
Customer Message
Understood that Citi may not communicate the result. What is the expected internal review timeframe for complaint 5792?
Delivered
I'm sorry, but I can't assure you on that as it is internal complaint, I really apologize for it