Date Received: 2024-01-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2023, at XXXX ; XXXX, I entered the Citibank branch XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX IL XXXX to use the ATM. I withdrew $ XXXXfrom my checking account., Upon completing the transaction, a man wearing a mask and sunglasses tapped my arm, and pointed to a XXXX $ bill on the floor directly below the ATM I had used. I thought perhaps I dropped the bill, and immediately took my wallet from my backpack to see if I had the XXXX dollars, which I did.I returned my wallet to my bag. I told the man the money was not mine. He then picked up the bill and began waving it in my face. I repeated several times the money was not mine, and left the bank. I went across the street to meet a friend in a restaurant. While waiting for her, I decided to check my checking account balance on my mobile app. I saw two withdrawals were made after I withdrew the {$60.00}, from my checking account_____a teller withdrawal for {$4800.00}, and an ATM withdrawal for {$1500.00}. ( I later realized an additional {$1000.00}. was taken from my savings account. When I returned my phone to my backpack, I realized my wallet with my debit/credit card, other credit cards, driver 's license and Social Security card was missing also. I immediately returned to Citibank, and reported the incident to XXXX XXXX XXXX, a Personal Banker at the site. He called the Citibank Fraud Protection Unit, closed my accounts and opened new ones. While he was doing that, I called other credit card companies to stop anymore transactions from occurring, and called the police. Although the police never arrived, a completed an online report later that day. The reason I'm reaching out for help is that, to date, Citibank has only reimbursed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60614
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: In XX/XX/2023, I entered into a new agreement with Citi Cards to assist in paying my card down due to a financial hardship of divorce while not affecting my credit report and XXXX score. The agreement online stated that I would not be marked late or be charged late payments during the agreed terms of {$120.00} per month for 60 months and I was required to sign up for e-statements which I never received in the mail to see what my balance due or notifying me that I was considered past due status. My mailing address and email address are current with Citi Cards. Since then, I have been paying the agreed upon amount of {$120.00} per month and Citi Cards has been reporting me 30 and 60 days late on my credit report. I only received notification that I was considered past due when I applied for a mortgage loan to buy a home in XXXX. Citi Cards did not inconspicuously explain that I would be reported late on my credit report when I entered into the new agreement terms back in XX/XX/2023. My understanding was that entering into the new agreement would show good faith in paying the monthly agreed amount and reporting on time payments to Citi Cards. Citi has not sent written notification, monthly statements or reached out by phone since the new agreed terms that I was marked past due under the new agreed terms and leads to misunderstanding by consumers that they are paying as agreed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30809
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Citi Banks Fraud and Customer Service Department ( I am not sure if it is one company that does this for all banks or if Citi Bank has their own staff for this ) seems to be staffed with rogue employees who do what they want, refuse customer request to escalate the issue for resolution or pretend to log the issue and schedule a call back that never comes all seemingly to cover themselves for their behavior and locking the customer out of the account citing Possible Fraud while doing so. Keep in mind that neither before of after theyve stated Possible Fraud by phone ( this happens when they get challenge on issues with a pending purchase or account question ) they have never reached out to me prior via letter, phone or email warning me or asking me about any such activity. Then after they lock me out the account I still never receive and notice or warning of any such activity just a request to contact them to have the account reactivated. This happens repeatedly most recently on XXXX XXXX XXXX While out of state, on the day of the event just a couple of hours before its start I attempted to charge a concert ticket with the credit card and it was not approved. I phoned in to discuss and resolve this and got nothing but double talk from the customer service rep who would not share why the charge was not going through and would not escalate the call. I then asked to be transferred to the Citi Entertainment Department to discuss and resolve this and she claimed to not know what it was or that it existed even though I repeatedly get offer from them via traditional and email which I mentioned to her. She then instantly transferred me to the Fraud Department where it only escalated. I pointed out the guy that this had happened before with then and it was now much closer to show time and I did not want to lose the seat. He would then repeated put me on hold for several long minutes and come back with same question or say that he needed to call me on my home phone. Id again tell him XXXX out of state and attempting to go to a show that was starting soon and hed then put me on hold easily XXXX minutes with me thinking he was unlocking the account only to come back with the same question or something else that did not make sense or explain why the other rep sent the call to the XXXX department. He just said to wait for a letter from Citi. I dont think that letter ever came but the previous one did and all it does is ask you to call in and very yourself and they reactivate the card. Again no explanation of any fraud or possible fraud just okay now you can use your card again. I eventually realized that Citi had XXXX interest in truly trying to assist me in this matter, ended the call and used a different credit card and attended the show. Once back home I reached out to Citi about this and requested that both a customer service manager and fraud department manager contact me so that I could make them aware of this because not only is it in appropriate it makes having their card useless to me because I never know when suddenly a charge wont go through and then when I contact them I will be asked to do something that I cant do and they wont look at the notes in the card history as I repeatedly request to see that this has happened before and then lock me out of the account citing possible fraudulent activity. When I ask when that activity took place not only will they not say I am never contacted or made aware of it as a customer. So how does that help me? Anyway I was told to expect a callback in 24 48 hours that did not come from either manager. Eventually a customer service did call me back and reference my request and offer to reactive the account. I declined and informed her that I want senior personnel to be aware of these shenanigans and the rep went on to apologize and tell me that the previous calls were not handled correctly by the rep and fraud person and what should have been done then again offered to reactive the account. I found this to be useless and quite annoying since the date of the event was long gone and had I not had another card to use ( they only take cards for entrance ) Id have missed the out of state show ; and since she too agrees that this was not handled correctly why is she trying to reactivate the account and move on as if nothing happened even with me telling her this has happened before? After the call and to date I have yet to hear from anyone from Citi Bank regarding any type of fraud or attempted fraud on the account. No management call back as requested and said to scheduled and I remain locked out of the account since XX/XX/2023 which you would think would cause someone there to contact me about. If I am not currently locked out of the account then it was reactivated without my knowledge, request or consent and again useless for the intended purpose. - if fraud is suspected on a customers account the customer should be made aware. - - If a customers account is locked or frozen the customer be made aware and not have to find out when attempting to make purchase. Then be forced to contact the back about it only to still be declined and told to wait 7-10 days for a letter that simply has you call in and have to account reactivated. - True senior management should be available for call escalation when requested by customers and have a 24-48 window for call back and that is if the customer service person will even agree to your request. Why does it take 24-48 for a call back? According to them because the managers have other calls ahead of mine to be returned first. Thats a glaring red flag. If a staff of reps has that many customers requiring call escalations for immediate resolution and or to report rogue rep behavior then youd think Citi would be looking into why. - If an account is lock you should not have to wait 7-10 days for a letter. They call and overnight letters daily there is no need to waste customers time and prevent them access to their accounts for extended periods under false pretenses simply because you can.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90012
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In XXXX I sent Citi Card a correspondence requesting opt out per 15 USC 6802 Citi Never responding and continues to violate my Federally Protected Consumer Rights.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 366XX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Opened a bank account ( checking/savings ), online with Citibank. This was XXXX XXXX. I went to the bank on the XXXX of XXXX to make a wire transfer to XXXX of my accounts ( Not Citibank ) the amount was {$2700.00}. They charged me {$35.00} for the transfer. They said the funds would be in my account in a few hours and it never came through. I called Citibank and they told me that they blocked my account and I had to verify my Identity this was XX/XX/XXXX, th 2023. That same day they told me they mailed me a code and it would be about 5-7 business days. XX/XX/XXXX. Still no code in the mail called again. They mailed me another code XX/XX/XXXX. Today is XX/XX/XXXX. Still no code. Almost a month still not able to access my funds. I am falling behind on bills.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20707
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: To whom it may concern, I am writing regarding my fraud dispute with Citi for transaction : " XXXX XXXXXXXX XXXX XXXX XXXX XX/XX/2023 for the amount of {$360.00}. Today while browsing my online account, I incidentally found out my fraud dispute is resolved and that I am responsible. I was not made aware of this by Citi. No reason was given why. I tried to call Citi but was directed to an automated message system. I made the dispute after checking my online account after returning from vacation in XXXX. I noticed this unknown charge of {$360.00} was made at the exact same time as a known charge of {$27.00} paid to XXXX XXXX XXXX XXXX XXXX, down to the exact minute. At that time, I had stopped at a gas station for gas. While in the car, I handed over my credit card to the gas attendant, who pumped the gas, to pay for the gas which costed {$27.00}, while I waited in the car. It took about 10 minutes for the flight attendant to come back with my card, and he said theres something wrong with the credit card reader, which is why he said it took so long. However, when I came back to the US, I noticed this unknown charge of {$360.00} was placed on my card at the exact time when the {$27.00} gas charge was placed on my card. I am not sure why my fraud dispute was unsuccessful and I hope Citi investigates this dispute further. Id happy to provide any additional information if needed. Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94551
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XXXX XXXX XXXX i went to purchase goods at the store and was declined payment 3x. I checked my bank to discover - {$1300.00}. I called the bank as i saw a charge from home depot for {$1000.00} and then a 2nd charge of {$1500.00} which put me under. I checked my home depot account and found that no purchases were made online or in store. I returned home and called the bank ( XXXX XXXX to report fraud ( case XXXX )XXXX XXXX stated my card was fine, as home depot used my bank account and routing number to take payment. I am still awaiting funds to be returned to my bank account I contacted home depot to explain and they opened a case ( XXXX ) and they too were puzzled by the fact someone was able to use the check account/routing number to process payment. it later dawned on me to check the home depot consumer credit card account that is linked within my home depot app. i used my Home Depot consumer CC in store, made purchases on XXXX XXXX XXXX, then paid the balance end of XXXX. Sometime in XXXX, somebody accessed my home depot account, which links my consumer credit card. the criminal changed the address to a XXXX XXXX address, submitted for a new card, made purchases and returns across TX and MD, got a new card and repeat to present day. Through XXXXXXXX XXXX XXXX there are new cards issued ( i still have the original ) and Citi ( issuing bank ) allowed my address and email to be changed frequently and sent new cards to XXXX and other states allowing the criminals to continue to commit the fraud. It remained undetected, as they would charge in a store and refund in another, some of these happened on the same day across 2 different states. These are all detailed within my attachment. XX/XX/XXXX, a charge of {$2800.00} was made in XXXXXXXX XXXX and then they called in a payment of {$1000.00} on XX/XX/XXXX followed by a phone payment on XX/XX/XXXX for {$1500.00} as my bank account is my payment method for my card. The XXXX put me in overdraft, negative balance My XXXX statement shows an address of XXXX XXXX XXXX XXXX XXXX XXXX XXXX when i logged into the cc account, the address was listed as XXXX XXXX XXXX XXXX XXXX XXXX XXXX In XXXX, they changed my card to XXXX, followed by XXXX, and they called Citi to issue a new card on XX/XX/XXXX where the last XXXX getting ready to ship XXXX. Citi gave case XXXX, but i was instructed to call citi fraud, which i was unable to do due to the dept having select hours I have not received my funds from XXXX, Home depot can't see the transactions, and Citi is absolutely ridiculous for not catching several purchases, refunds, card changes, address changes and email changes on the account. Somebody needs to be held accountable and hopefully there is enough of a trail to prosecute
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 143XX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XXXX With my Home Depot credit card account ( managed by Home Depot Credit Services and Citi Retail Services ), Ive paid my bill ( on time, every month ) using my debit card on file with Home Depot Credit Services. Recently, though, I accidentally left my debit card in my banks ( XXXXXXXX ) ATM machine, and XXXX replaced my card with a different account number for security purposes, advising that I provide my new debit card information to all payees ( businesses and entities that I pay on a regular basis using debit card ). However, Home Depot Credit Services website will not allow me add my new ( replacement ) debit card ( after multiple attempts ). Instead, after clicking on Add Payment Source, the website only allows providing information about my checking account ( account number, XXXX routing number, etc. ). The first of these ( two ) options requires my consent to share my banking information with a variety of third party entities ; the second option ( labeled as Manually add your information may take 3 business days ) involves providing the same private bank account information, but ( apparently ) not sharing my bank account info. with multiple third parties. Where is the option to add my replacement debit card, without sharing details of my personal bank account? On Friday ( XX/XX/23 ), after many unsuccessful attempts to add my new debit card ( via Home Depot Credit Services ( HDCS ) ), I called HDCS and first spoke with representative XXXX ( who provided her ID as XXXX ). She was friendly, professional, and agreed that I should be able to add my new debit card without a problem ; but, she was unable to tell me exactly how. So, I asked for a manager ; XXXX then transferred me to XXXX, who said her ID is XXXX and indicated she is in Tennessee. XXXX also agreed I should be able to add my debit card ( as a payment source via the HDCS website ), but also could not tell me how to do this. As a manager, her lack of knowledge about this basic function somewhat surprised me. She then asked if I would provide her with my debit card number, security code, & expiration date, and she said I can try to add it. I hesitated, then said Id prefer not to, and would much prefer that she tell me how to do it. She was unable to, and seemed to then blame me for not wanting to share this information, and said Id have to pay cash at a Home Depot store to pay my bill. Home Depot Credit Services and Citi Retail Services charge a very high interest rate on outstanding balances, thus benefit financially when many customers ( for whatever reason ) are delayed in paying bills. By forcing me ( and presumably many other customers ) from conveniently paying my bill on time making it necessary for me to go to a Home Depot store, wait in line for a representative, have the representative complete paperwork for a bill payment and provide me with a receipt is a huge drain on my time ( and that of many other similarly-inconvenienced HDCS customers ). It is completely unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38117
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: This company is calling me repeatedly. They are trying to collect on debt that was discharged in XXXX many years ago. They will not stop calling despite repeated requests. They are threatening me, saying derogatory statements about me, and operating illegally in a phishing scheme. They refuse to give me information & want my attorney to call them but they wont give me any information except kind of teasing me with threats & asking me how I can sleep at night when I didnt pay my bill. They have many many many many phone numbers. They say they work for XXXX XXXX.
Company Response:
State: MD
Zip: 20877
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I have reported fraudulent charges in XXXX of 2023 and followed up with Citi Cards XX/XX/23. They had no information and thought maybe someone did not report the charges initially. Citi provided very little details, no case number, no verification the complaint had been recorded. Basically overall customer service is very poor.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28211
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A