Date Received: 2024-03-04
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Tried to use my XXXX card and didn't go through and I didn't cancel the account Citibank did illegally cancel my account and I never missed payment with them and they had no right to close account without my authorization
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 463XX
Submitted Via: Web
Date Sent: 2024-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-04
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: A fraudulent charge was made on various credit cards XX/XX/22 after my wallet was stolen. A masked man was seen in video surveillance at XXXX XXXX buying around XXXX dollars of gift cards. A police report was filed and video surveillance showed this within one hour of the incident. All credit card companies were called, refunds were made by all credit card companies but Citibank for {$4100.00}. There is a police report. Citibank still will not refund my money
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30161
Submitted Via: Web
Date Sent: 2024-03-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-04
Issue: Problem with customer service
Subissue:
Consumer Complaint: I filed this complaint before with ref numbers : XXXX & XXXX I emailed and called citi bank few times since XXXX XXXX asking to send my cheque- didn't get any response despite apparent 15 calendar days processing time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10025
Submitted Via: Web
Date Sent: 2024-03-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-04
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Hello, on XX/XX/2024, I made a full payment in the amount of {$6800.00} for my Citi Bank card. I was charged interest after I made a full payment towards my account. On XX/XX/2024, I contacted Citi Bank and was informed that the fees and interest would be waived, bringing my account to a XXXX balance. Not long after I was advised that the fees and interest would be credited to my account, I began receiving harassing emails demanding payments for a balance that I was advised would be credited to my account. On XX/XX/2024, I contacted Citi Bank again, and was informed that the {$72.00} balance would be credited to my account. On today, XX/XX/2024, I received an additional email telling me that my account was past due. In this matter, at a sensitive period where it's been found that XXXX Americans have been discriminated against by financial institutions, I can only consider these actions to be discriminatory in manner. It would appear that Citi Bank has been providing me misinformation regarding actions being taken on my account, only for me to find out later that no actions have been taken by the company to resolve the issue. Additionally, I was advised by Citi Bank that my credit bureau reporting would not be impacted as a result of the past due balance. At this juncture, I am not confident of this to be true.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 230XX
Submitted Via: Web
Date Sent: 2024-03-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-03
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: To Whom It May Concern, I opened my regular checking account at Citibank in XX/XX/XXXX. I have never been ordering any checkbook from the bank since then. However, 7 forgery checks were cashed and 3 direct wire transfers of money were transferred from XXXX to XX/XX/XXXX from my regular check account without my authorization. It caused my financial loss of {$14000.00}. ( see the attachments of Citibank statements ) I understand that all banks are responsible for protecting and keeping clients ' accounts safe. If banksfind that their client 's account has problems such as forgery checksand wire transfer money being stolen, etc., the bank would either send an alert via email or contact the client by phone call. Otherwise, how does the bank know which transaction is a forgery check or a direct wire transfer without the client 's authorization? Fortunately, 3 forgery checks and 3 unauthorized direct wire transfers have been refunded back into my regular check account in the amount of {$7900.00} from XX/XX/XXXX to XX/XX/XXXX under the bank taking action on investigations as well as my requirement timely. ( see the attachments of forgery check transaction details ) Unfortunately, there are 4 forgery checks for {$6900.00} unrefunded back to my account so far. For this reason, I strongly request Citibank to continue taking action and investigating this issue and refunding the remaining {$6900.00} for me as soon as possible. ( see the attachment of forgery check images ) Also, attached is Citibank Affidivate. ( see attachment ) Thank CFPB for your time and help. I look forward to hearing back from you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11354
Submitted Via: Web
Date Sent: 2024-03-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-03
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: Simply the issue is that Citi has denied a credit limit increase after numerous times of requesting. They even as went as far to send a promotional mailer in my email and my mailbox to push me to request for an increase to which was of no avail. Citibank doesn't have to issue an increase as they have the right to deny so however I've attached the documentation below that indicates the " reasoning '' as to why I was denied multiple times despite being pushed to do so. Apparently based from their system I have a late or missed payment with a lender which is false. I've reached out to Citibank for clarification as they were based this reporting off a report from XX/XX/2023. The issue here is first Citibank is using an old report from XX/XX/2023 instead of recent credit reporting. Second is the fact the information obtained was false and inaccurate, as no lenders or any of credit bureaus was able to confirm or locate any " missed/late payment or delinquent accounts ''. Third, I'm being mailed this promotional push when clearly Citibank is denied multiple times for no valid reason based on the dating of the XXXX requests when they were made. Lastly is the fact I spoke to managers multiple times for an explanation as to the XXXX issues highlighted here to which they simply stated to check with credit bureaus and lenders which I had done multiple times before asking for an actual resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11213
Submitted Via: Web
Date Sent: 2024-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-03
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: on XXXX XXXX XXXX i opened the account with citibank for {$25.00} by XXXX then on the XXXX of the same month i zelle to the account {$300.00} and then the XXXX of the same month i XXXX to the account {$1.00} to verify that the account is working because since i got the debit card on the mail it have never work almost 3 years now and they wont release the fund availableon my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11212
Submitted Via: Web
Date Sent: 2024-03-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-03
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I filed a complaint against CITI because they would not let me speak with anyone who could address the errors on my account until I paid the errors in full. They resolved the complaint by stating that nothing is their fault but they would remove the delinquencies and erroneous interest charges caused by their refusal to let me speak to anyone outside of the collections department. They later stated that they would not remove the delinquencies until I paid them in full ( all are still accruing interest ). Today I looked at my credit report and they have made a hard inquiry for an account that I did not request. This company maliciously complies with the law by creating barriers to resolution that are so high it is impossible to resolve any issues even after they commit to resolving them. Why I open another account with them after receiving six calls a day for XXXX months over an error they refuse to correct, and spending hours trying to rectify an error that wasn't mine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70117
Submitted Via: Web
Date Sent: 2024-03-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-03
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I spoke to five people at Goodyear Citibank, three were in the customer service department and two were in the collections department at XXXX on XX/XX/XXXX, no one quite knew what to do with me. I asked for any one who could help me with regards to taking three delinquent payments off of my credit, I did not want a refund or anything of the source, just the creditor to go to the XXXX credit bureaus and redact the delinquent payments as they occurred in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, all of which occurred during the COVID-19 pandemic and should be protected under the CARES Act, all three payments and any associated late fees were payed promptly in XXXX of XXXX after I regained my footing. My state at the beginning of the COVID-19 pandemic had some of the strictest laws in the country with regards to the COVID-19 pandemic with many places of employment completely shutting down. I confirmed with a customer service agent and a collections agent that my account shows a XXXX dollar balance to this day. Two of the people I spoke with, were supervisors, and to my understanding, both of whom told me that essentially I can not write a complaint here because I had no protection? However, everywhere I look states that Goodyear Citibank is, so I am a bit confused there and I don't see an exclusion on the CFPB for Goodyear Citibank. One supervisor, when I stated so to make sure I'm understanding this right, Goodyear Citibank is not protected and so I can not report a complaint through the Consumer Financial Protection Bureau ( which up until that point is how the conversation was going ), then redacted what they stated and that they believed that my card was not protected and then when I pushed further I was told that she can not see if my card was protected, so to be XXXX, I'm unaware what the truth is here. They then told me to submit this issue through the credit bureaus and was going to provide me with the XXXX XXXX numbers for them, to which she provided XXXX and then I declined the rest as it is a very quick and straight forward google. I also was not able to speak to anyone who could actually provide me guidance or help, as I asked repeatedly for someone who could help resolve this matter ( if it wasn't obvious given I spoke to two different supervisors and 5 people in total in two different departments ) as we went round and round and I was being XXXX walled.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07751
Submitted Via: Web
Date Sent: 2024-03-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-02
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I purchased the Citi AAdvantage Executive World Elite credit card XX/XX/XXXX understanding I needed to spend {$7500.00} by XX/XX/XXXX to receive a promotion for XXXX bonus miles. I spent {$7500.00} within the period ( attached file ) but did not receive my bonus miles. I called XX/XX/XXXX to confirm I had met the spend requirements, as I can see a spending summary in my Citi app. The representative said if I see the spending summary is $ XXXX I should be receiving my miles in 8-10 weeks. I waited 8-10 weeks and no miles had posted. I called Citi again to understand the issue. The representative told me I did not meet the spending requirement, I was short ~ {$600.00}. The representative could not explain the difference between their spend summary and the apps spend summary. I filed a complaint and was told Citi would review my case and get back with me- he took my email address. I never received an email. XXXX week later ( XX/XX/XXXX ) I called Citi again to follow up on my case. The representative told me Citi had no intention of following up with me. He said that I did not meet the spend requirement and I should review the debits and credits line by line to prove it to myself. I reviewed the debits and credits from XXXX, and still came to a {$7500.00} spend. I called Citi again XX/XX/XXXX to understand the difference they are getting - the representative explained the Card membership annual cost- {$590.00} - does not count in the {$7500.00} spend requirement. This is the first time this was stated. I reviewed terms and conditions and could not see this clearly stated anywhere that the {$590.00} you pay to get the card doesnt count towards your spend requirement. I was transferred to an account manager and I pointed out that no where in the terms and conditions is it made clear that the annual cost of the card is not an eligible purchase and it took her, a senior manager and subject matter expert in Citibank credit cards, over 20 minutes of research to determine this would fall into the interest and account fees exclusion embedded within the terms and conditions. If it takes this amount of time for a Citibank manager to arrive at this conclusion, it is reasonable to assume the information is not made adequately clear to a customer. This is a deceptive sales practice and Citi bank did not provide enough explicit language to the consumer to ensure they understood the {$590.00} did not count towards the spend requirement. In addition, the {$590.00} card membership is included as a debit in the spend summary for the card on the Citi bank app, further deceiving the customer into believing they have met the minimum spend requirement. Its also included as a debit in the transaction history, representing it as a purchase in the consumers view. I am reaching out to the CFPB for the following reasons : XXXX. I feel the terms and conditions are made to be intentionally unclear to a consumer and the exclusion of the {$590.00} annual cost of the card without explicitly stating this is the case is a deceptive sales practice, especially given the {$590.00} is included in the Spend Summary on the app, which gives the customer the perception that it will count towards the {$7500.00} total spending requirement. XXXX. In the numerous calls made to Citibank, which were made with the sole purpose of confirming I had hit the required spending amount, I was not informed that the {$590.00} would not count towards the {$7500.00} requirement until XX/XX/XXXX, which was far beyond the 3 month spending period. In fact, the customer service rep ( XX/XX/XXXX ) confirmed if the Spend Summary on the app stated I had spent more than {$7500.00}, I would received the miles and requested I wait until the XX/XX/XXXX statement was posted to call again. If I had been made aware of this fact earlier, I could have increased my spend to allow myself to collect the award miles. The fact that this information was withheld until it was too late felt like an unfair sales practice made with the goal of ensuring Citibank would not have to provide me the miles I am owed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28205
Submitted Via: Web
Date Sent: 2024-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A