Citibank in $4.3m customer refunds

CITIBANK will refund more than $4.3 million to customers in Australia after failing to give back outstanding credit card balances and providing misleading statements about unauthorised transactions.

Australia’s corporate watchdog says the American bank will refund $3.3 million to 39,500 customers who did not receive refunds when credit card accounts were closed with an outstanding balance.

The misleading statements were occurring as far back as 1994, however they did not happen every time an account was closed, the Australian Securities and Investments Commission said.

Citibank will refund the credit balance plus interest to customers from Citibank and companies for which it provides credit – including Virgin Money, Bank of Queensland, Suncorp and Card Services branded credit cards.

The lender will also refund $1 million to about 4000 customers who were misled about their rights over unauthorised transactions made using their credit or debit card details.

ASIC said Citibank incorrectly responded to concerned customers, saying it was not required to assess the claim and the customer’s only option was to approach the merchant or a fair trading agency.

“The letter would likely have misled customers about their protections under the ePayments Code,” the commission said in a statement.

Citibank will refund consumers who may have received a response between January 1, 2009, and July 22, 2016, and who did not have their claim appropriately assessed.

ASIC deputy chairman Peter Kell said customers should never be misled about their rights and should feel confident that their banks would appropriately investigate a questioned payment.

“Banks should ensure in all their communications that they are clear and accurate with customers about their consumer rights,” Mr Kell said yesterday.