[Resolved]  Citibank Banking Services — Early execution of SI and swiped off all my salary account

I am having a salary account in citibank which has a standing instruction against my citibank credit card. I bought a desktop and paid online through my credit card.
Citibank generated my statement on 22nd August and took all amount from my salary account on 24th August, this is 20 days in advance of my actual billing date 10th September(without intimation). Since then I am having negative balance in my account ans as and when some amount is debitted to my account it automatically gets swiped off.

I have been following up on this matter since and have not had any satisfactory response. No one is able to tell me the reason why the money was taken from my account early.

This is the main issue i am facing along with several other ill-communication consequences, viz;
Despite several calls by me to relationship manager, I wasn't told about the charge date for my investment plan taken from citi.

Despite several mails and requests I am still waiting for a re-issue of my lost debit card, (waiting since 50 days)
No answers to me written queries

I have received no communication within the time they specify to revert back.

Despite delayed responses they are still not answering the point to point questions that I ask.

Other late payment fees, penalties etc. have been reverted back but still the actual issues are not addressed.

Following is the mail thread :


To Citibank (all mail proofs are there, kindly see the pictures attached of the actual mail)....
________________________________________________________________________________...⇄

ISSUE: I have received the credit card statement on 22-Aug-2009. As you can see below, the Total outstanding amount that was scheduled to be taken from my account on 10-SEP-2009, was taken on 24-AUG-2009
20 days in advance.



Questions:
1. Why did my SI got executed 20 days in advance?
2. Why wasn’t I informed of any change in the billing cycle if this was to happen?
3. Even as my case in under observation my whole salary was swiped off from my account and I am left with -19380 in my account. Why?
4. My purchase of Desktop (Rs. 31631) is well in the next billing cycle. Why is it charged early?




Still I am having some issues that has kept me questioning the overall working of Citibank.

Regarding Service Level Adherence:
1. Despite several reminders and calls why did my lost debit card not re-issued to till date? (BANK SLA – 4-5 business days)
a. I had reported a lost card on 17th JULY, and received no confirmation on the same even after 3 reminders. If this was not the process I trust that the correct information should have been provided to me. I expect that the customer service representative should know all this and on top of that the relationship manager you assigned to me should be aware.
Proof- Attached are the mail communications,
i.
ii. I am not having any track of the verbal communications that I had with Citibank representatives.
b. I am waiting since around 45 days for the same and had to come over to bank and fill out the form.

2. My written requests were not responded within the timelines mentioned by bank. (BANK SLA 4 days)
a. I had received an auto reply that stated the bank will respond to me within 4 days. Your own mail states that “Should we require more time for further investigation, we will keep you informed.” – Well this didn’t happen in my case.
i. Proof
b. With all my account swiped clean don’t you think that the issue should have been taken on high priority.
i. Actual mail :
c. Waiting period 7 days

3. Reffering to your explanation:
“We would like to inform you that if the payment towards the Minimum Amount Due or the Total Amount Due did not reach on the Payment Due Date, the system will automatically generate Late Payment Charge and Interest Charges. Hence, we request you to make payment on the Payment Due date.

A review of our records indicate that we are not in receipt of your payment towards the Total Amount Due or Minimum Amount Due reflecting in the statement for July 2009. Hence, Interest Charges and Late Payment Charges has been debited to your card account. “


i. Despite several calls why wasn’t I informed about the date of my investment charges?
I had the sufficient balance to pay my credit card dues had the insurance premium not been charged on 23/07. Had I been informed about the date when my investment product would start getting credited to my account, I would have comfortably arranged for the sum.

ii. I have invested 72,000 with you as an investment. It is a huge sum according to my living standard. At the time of signing the documents I was assured that my charge would be automatically be debited from my salary (ie; when salary comes in my account , MONTH END). I had called numerous times to check that was my billing date and I was assured that it would be deducted from my July month’s salary. (not credit card)

4. There is no information about the SI getting executed early in the mail. I hope I am clear with the epicenter of the problem. Let me know If I am missing something.

5. Kindly let me know the escalation procedures and concerned personals to whom I can reach out for such critical reasons. I guess with a bank like Citibank, people surely expect proper processes in place.