Date Received: 2023-12-28
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 paid for my move using my Citi credit card. The moving company charged me for services that were not rendered and in the process they damaged and stole a number of items that were meticulous cataloged as part of the move. I reached out to Citi to file a dispute. I gave them pages of factual evidence outlining the moving company 's breach of our contract, the fact they did not provide services as rendered and the evidence of physical damage to our new house and to our furnitures and possessions that were moved. I provided all of this information to the Citi. I heard nothing back for weeks. Finally, after over 8 weeks, I heard back from Citi that they disagreed with my dispute and were not going to issue any refund or settlement. They never reached out to me to ask for any additional detail, despite my numerous attempts to tell them that I would also like to speak to a supervisor to describe in detail the situation. When I called to voice my concerns over lack of clarity with the dispute process, I was told by a supervisor that I was given the wrong guidance when I filed the dispute. The supervisor told me had I filed as services not received or as expected, I would have a legitimate case. I was so disappointed as I rely on Citi for guidance and whoever I spoke to during my first dispute call, made a critical error which cost me thousands of dollars. I spoke to several supervisors regarding this issue and not one of them could correct the critical mistake that initial colleague made. Not one of them could provide me with any additional details on the dispute process. Furthermore, the dispute team did not read any of my documents I provided to them. The first letter they sent me basically stated for me to deal with this in court. They wouldnt help me because it is was fair that the merchant made the move, despite all of the factual evidence to the contrary - items were missing, stolen, damaged and we were charged for numerous services that were not rendered. Citi 's entire dispute department is incompetent and they often contradict one another. they have no process or controls to protect consumers from fraud. They are a joke. Had they been more transparent and provided for clarity and proper guidance, I would have had a better outcome. My original charges for the move were {$770.00} and {$6900.00}, for a total of {$7600.00}. I filed my dispute claiming at least {$3000.00} in damage. The primary contributors were a broken TV ( caused by the mover - we have pictures of the damaged box on arrival and we had a TV repair person come out to inspect the TV which was not repairable ). the TV was packed by the mover ( we paid extra for this service ). Two missing designer belts that were stolen, each were {$500.00}. And then significant damage to a leather chair. The moving company foreman put packing tape directly on the leather chair ( he did not use a moving blanket ). the leather is damaged beyond repair. We provided all of this to Citi plus damage to our walls caused by the movers. Nothing was done. they did not even acknowledge receipt of the information. They then claimed that the dispute process was out of their hands and XXXX neglected to file a claim. I asked them if all of my evidence was supplied to XXXX, they told me they couldnt answer that- which means NO it was not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80211
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Background : On or about XXXX, I entered into an agreement to purchase an XXXX system from a reputable local dealer/integrator. A pivotal factor in my decision was the 'zero-interest ' financing offered by Home Depot through their Consumer Credit Card issued by Citibank , N.A . I was approved for a credit limit of {$14000.00} ; my first statement was dated XXXX. During the setup of this account, two decisions were made with the assistance of a Citibank representative. Both decisions proved problematic : o The Paperless Statements option was selected. o Auto-payments of $ XXXX were established. Issue : On XXXX, the XXXX promotional period ended. Unbeknownst to me, the total of auto-payments was insufficient, leaving a balance of {$2800.00}, triggering a lump sum interest charge of {$5400.00}. Explanation : My intention was always to pay off this credit account within the promotional period. Due to a change in my email security settings, Home Depot email statement notifications were filtered into a Spam folder for the past two years. I have not seen any email statement notifications since that change. I had mistakenly assumed the XXXX XXXX monthly payments were adequate. I expected that the Citibank representative would have advised me on the proper monthly payment during the account setup. Beyond email notifications, a call or text from Citibank to inform me of the carried balance issue would have been a professional courtesy. If notified, I would have paid the balance before the promotional term ended. Responsibility Acknowledgment : I acknowledge my responsibility to manage the account and pay the balance within the 24-month promotional period. I also believe Citibank should bear some responsibility for failing to advise me on appropriate monthly payments and failing to make a better effort to notify me of the term 's end.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I had a previous billing dispute with a fraudulent and highly abusive merchant. This dispute was related to moving charges in XX/XX/2023. I was in direct communication with this merchant in XX/XX/2023 to settle my claims against them because Citi failed to protect me during the billing dispute process. During my communications, the merchant became agitated with and proceeded to use my credit card number they had on file and charged my card WITHOUT my authorization in an amount of {$7600.00}. This was a fraudulent charge and again I did not authorize the charge. The merchant told me they could abuse the chargeback system with Citi and therefore were playing games to charge me card. I immediately called Citi to inform them of the fraud. I spent XXXX minutes with them on the phone where I was bounced around between fraud and billing disputes. Citi did not have an ability to cancel the authorization -despite it being fraud. Again, I did not move twice and I did not receive any goods or services for the XX/XX/2023 unauthorized transaction. I was alarmed that Citi was unable to detect this as fraud, given it was a duplicate charge from XX/XX/2023 and the merchant and I were involved in prior billing disputes. I then had to go back and forth with Citi for 2 weeks, providing proof that this was fraud and unauthorized. The entire process provided insight to how incompetent and chaotic Citi 's billing dispute department really is. I was given conflicting and contradictory information ( this wasnt the first time this has happened ), which could have been detrimental to my ability to recover these funds. The funds have been refunded by the merchant likely because XXXX XXXX realized the wire fraud they committed and the legal consequences for their actions. However I spent over 10 hours on this issue which was easily avoidable if Citi had the appropriate fraud protection controls in place. My account should never have been charged this amount without some fraud protection alerting me to the unauthorized use of my card. Citi did not apologize and again their incompetent systems and department threw up their hands. I filled multiple disputes on this latest charge trying to get my available credit back onto my account. Citi failed me. they did not protect their consumers. Luckily the deranged and psychotic merchant came to their senses, but I received a credit in NO PART DUE to Citi. Citi knew I was in dispute with the merchant. Citi knew this was a duplicate charge. And Citi should have had the controls in place to avoid this. Instead they failed me as a consumer and allowed a crazy merchant to make unauthorized and fraudulent charges on my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80211
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: guaranteed service of a loan of credit card an denied an put on credit report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: It has come to my attention several companies made a hard inquiries to XXXX, XXXX XXXX and XXXX without my permission or authorization and I would like the hard inquiries removed. I contacted each bureau and they said I need to file a report and get a FTC number to remove. There were several hard inquires made by XXXX by XXXX XXXX, Citibank, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/2021 I was sent a wire transfer from the SBA for {$15000.00} for a business grant. I had my grant sent to Citi Bank. I had an account ( checking 's & savings ) with them for about 6 months at the time of transfer. Once the transfer was completed. Citibank chose to close my account, after the transfer was completed. My account was closed XXXX XXXX. Per their own policy after 60 days the funds will be sent to the SBA or they will issue a check back to me with the remaining funds. After 6 months of calling and waiting Citibank expressed to me that the accounts were closed and the funds will be returned to the SBA. It is now XXXX XXXX and the savings account is still open even though i have no access to the account. And my funds are still being held by Citibank. I spoke with a rep and they advised me that i need to now send in more documents for them to even close the account and send the money back to the SBA. I have contacted the SBA but they can not help me until the funds are returned.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31705
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I was charge interest on a promotional balance that should have been paid in full. as of XXXX of XXXX I had a remaining balance of {$540.00} on a 0 % interest for 2 years. Since then I have made the following payments. XXXX - {$50.00} XXXX - {$50.00} XXXX - {$29.00} XXXX - {$93.00} XXXX - {$88.00} XXXX - {$91.00} XXXX - {$190.00} XXXX - {$93.00} XXXX - {$93.00} XXXX - {$99.00} XXXX - {$93.00} XXXX - {$120.00} XXXX - {$230.00} This reflects {$1300.00} in payments. The promotional balance should have been paid off first but the company applied the payments to other charges. This is predatory and they do this to ensure that they can charge the back dated interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I have been a customer of Citibank using the Citi Doublecash as my primary credit card. On my statements ending in XXXX and XXXX, I was charged interest on purchases. I should not have been charged interest - there was a bug with payments being applied to the account as a whole but not to standard purchases or my balance transfer offer. Thus, the balance subject to interest rate in both of these months was higher than the previous statement balance ( makes no mathematical sense... ). I called Citi in XXXX and XXXX after I received these statements. I was credited for the incorrect interest charges. In XXXX, a Citi representative informed me that a report was made so that this bug could be corrected. Most recently on XX/XX/XXXX I received my statement. Again, I was charged for interest and the total balance subject to interest was higher than the previous statement balance. I made a {$5000.00} payment during my XXXX to XXXX statement period and while this was applied to the balance as a whole, it was not applied to my balance subject to interest rate. I have included my statements for reference. I tried calling on XX/XX/XXXX around XXXX PST and eventually spoke to Floor Supervisor " XXXX '' who was unhelpful and rude. He was not able to answer why the balance subject to interest was higher than the previous statement balance but insisted the charges were legitimate. Looking at my statement closing in XXXX... Previous statement balance = {$24000.00} Payments during period = - {$5000.00} ( excluding new purchases to calculate balance subject to interest ) Total balance subject to interest = {$19000.00} In addition, most of this is a balance transfer that is charged interest at a much lower rate. Instead, the balance subject to interest rate is a total of {$25000.00}. This makes no sense as this is higher than my previous statement balance and current statement balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91768
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: This bank mistreated me and my applications I applied for a store macys credit card and was denied also a secured credit card to rebuild establish my credit history with them they deny me and their also suing me for a Llbean credit card I had with them in the past they sent it to an attorney they refuse to work with me directly
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11365
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: They are denying my application for my macys store credit card I have a disability and feel discriminated against
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11365
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A