[Resolved]  Citibank, Credit Card — Non-return of Excess Payments

My Citibank Credit Card statement had Rs. 25914.5 due on me. As a very regular customer , I always pay full amount using the Bank site's E-Pay option.My due date was 08.03.10. Since I have never been a defaulter, I initiated my payment on 05.03.10 using their E-Pay option for payment from my salary account with SBI. The money transaction failed in such a way that money got deducted from my account but did not reach the credit card account. As per Citibank norms, the e-pay option's turn around time is 2-3 days, I had no choice but to initiate another transaction to meet their deadline of 08.03.2010 ,with a common understanding that the failed transaction money in previous attempt would return to me(this happens in all other cases where payee are different than Citibank). To my surprise my second attempt also failed and another Rs25915 got deducted from my account without reaching Credit Card account. Now I have no money in my account and all the amount of two transactions has reached the other end(CitiBank Credit Card). Look at the way, with which they handle a disappointed and frustrated customer. To contact them is so difficult, dial their so-called 24 hr consumer line(which are never available 24-hr,as they claim), go through their forced menu system, and finally when you get to their phone banking officer, always the person will be new and one needs to tell the whole story again and that too on your own phone charges. Besides all these sufferings, the worst part is they accept electronic payments but they cannot return the excess money back electronically to the same account from which they received the money. All the transaction from bank are having a unique ID which appears on both ends of the transactions i.e., sending account and receiving account statements but they- despite agreeing that they have received extra payments can not send me back my money unless further proof is sent to them under a covering letter begging for one's own money. I did what they told me ,I faxed a covering letter with downloaded statement from SBI site of the transaction date. I had proof of faxing two pages but they acknowledged only the receipt of covering letter. Their procedure is like , one has to call back after one hr of faxing and speak to their phone banking officer. Again the same phone menu system, a new officer, a fresh story telling and after holding for a chunk of time they tell you that we have not received the fax sht no.2 (where the proof is enclosed). I again faxed them and again went through their process in the hope that they will initiate a DD in my name. Again, after all the suffering of their phone banking , they first replied with non-receipt of second sheet (of which I had the proof of transmittal).When I told them I have proof of fax transmission , they changed their statement and now said they have received the second sheet but the proof is not adequate, I need to get a debit certificate from SBI bank that-Yes, the transaction has taken place twice from the said account no..That means agin the begging in front of my SBI bank which is a PSU bank and will take its own time but I am already tired now.Now I am really assured they are not going to return my money easily while I am so anxious how to run households for rest of the month with almost nothing in my salary account. What if even they return me my money after I have suffered a lot, what is the cost of all thephone bills I have incurred , What is cost of my sufferings and for what-for the simple reason I used "their" e-pay option and that I did not want to be a defaulter of these giant banks.I am enclosing proofs of statments of both banks (sender and receiver), where anyone can match the transaction IDs of double transactions and see the sender's name and account no.Everything is verified but they want a further proof, to delay as much as possible. They are so callous, when I told them that this is my last transaction with Citibank, they said "OK".