Date Received: 2023-12-26
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: On XX/XX/XXXX I purchased 2 pairs of shoes on sale on the XXXX website. I received a confirmation email, and it was from XXXX XXXX XXXX which is a company I never heard of and did not order from. I went to the XXXX website and found that they were not having a sale and when I went back to my confirmation email, there were links to view the details of my order and their website both of which were nonexistent. There were no terms of service, cancellation policy etc., because they do not exist. The only the contact was an email address which I immediately sent an email requesting cancellation. I sent 3 emails and then contacted my credit card company, Citi, and they said I could dispute the charge if it posted. It did post and I filed a dispute. From that point on, I have been going back and forth with them. They supposedly heard back from the merchant who simply said that the product was mailed, and they closed my dispute. I called them and they reopened it because I explained that I have had no contact/communication with this seller and the site does not exist. I sent them all the emails I had, and they closed it again saying I needed a confirmation of cancellation from the merchant. Again, I explained there is no confirmation of cancellation because this merchant has not contacted me in any way and their site does not exist. I asked them to get proof from the seller that it was shipped, and they said they do not do their investigations like that, and they could refer me to a supervisor to take a look at it.. I just received a notice saying they can not help me, and I needed to get a credit from the merchant. I never had any communication with a supervisor even though they said that I would be contacted. I am so frustrated. They take their word without any proof. I am being charged {$110.00} for a product I never received.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On XX/XX/2023, I tried to make end of year donations with my Citibank ( rewards ) Master card. They did not go through. I called every XXXX customer service number for Citibank credit cards, and all of them directed me to recording that the office was closed. I finally reached a living person, overseas, who informed me that my card was put on hold and directed me to call one of the XXXX XXXX numbers I had already called. Beside being terrible customer service, I wonder if it a card company can make claims about 24/7 service and not provide it. Especially for service like using the credit card. What if I was stranded in airport overseas, or at a gas station in the middle of nowhere. I want you to ensure that Citi does not repeat this unacceptable blunder again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I have had a Citi Best Buy credit card for 9 years. I am XXXX. I have never missed a payment on the card or a minimum payment. I'm 100 % on time. Citi bank has decided to call me 4 times a day every day. This is violating basic rights. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 029XX
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: My Citi XXXX card stopped sending statements - I didnt notice it until i was told via email it was past due. Citi put me on paperless statements without my knowledge or permission and then when I didnt pay on time charged me excessive interest and penalties. I was able to clear this up with them but I am concerned about the larger consequences of their actions in particular on senior citizens that arent all electronic. they should not be able to change my paperless status. they claim they notified me via their app. I dont use their app and never have. if they treated their customer base as they have me they are making a ton of money in interest charges and late fees that should NOT be there - latest scam way for them to make $ XXXX literally preying on seniors. same goes for the phone system with all of the prompts and craziness it takes to get to a real person- is that friendly for the elderly user? I think not - seems to violate XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33547
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I am dissatisfied with Citibank 's handling of a routine transaction on my card. They blocked my card for potential FRAUD and, upon contacting them to resolve the issue, informed me that a code would be sent via mail, with a waiting period of 7-10 business days. This antiquated verification process seems overly cumbersome for a major institution like Citibank. Despite my request for alternative verification methods, such as a one-time passcode ( OTP ) sent to my registered phone number, providing my social security number, verifying my address, recalling a secret word, or detailing the last 3 transactions on my card, they declined to assist. I find myself stuck with a {$100.00} annual fee card that I can not use due to the unavailability of a code that will only arrive after 10 days, hindering my immediate card usage. I implore you to expedite the removal of the fraud alert from my account using an alternative and more efficient method.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97224
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XXXX XXXX of XXXX several transactions resulting in {$3000.00} were charged to my account. I disputed these with my bank and they decided I was responsible. These transactions were not authorized. Citibank closed down the debit card and wrote a letter deeming me responsible. I have filed a police report and the number is XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60827
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: In XX/XX/23 I called the bank because my card declined and I could not login to online banking. The bank stated my account was being closed to fraud but could not tell me what kind of fraud was being done on my account then they stated the money I had In my account would be mailed and they kept giving me a wrong amount and then said it was not going to be mailed to me they couldnt mail it but couldnt give me a reason why.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 374XX
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I deposited a little upwards of {$1000.00}, in order to prepare for our mortgage payment. I know this because my husband paid me his share of or monthly mortgage, and went to the bank with me to deposit his share of the money. We were given a statement showing we deposited only {$63.00} on the XXXX of XXXX, we do not have the deposit slip, but we both definitely remember making a deposit. Our mortgage payment was returned, as if we never made the deposit. there are cameras pointing at each teller, and we even know which teller it was, but that teller was not there today, when we went in to ask. We were told they could do nothing for us, unless we had a receipt deposit. I feel that a review of the camera footage could clear this up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94605
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-27
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: To whom it may concern, I have received the email in XX/XX/XXXX attached with promo offer from Citi bank in my email and on my Citi bank app from the XXXX I opened in XXXX and opened the checking account in XX/XX/XXXX. The requirements to get XXXX were met after I called the bank prior processing deposits to confirm. The agent has confirmed this is what I was suppose to do to deposit over {$1000.00} and spend them within 60 days. In XXXX when I called inquiring about the mileage the first inquiry was sent to the department handling promo offers I have received similar letter attached stating I was not eligible and should submit proof of my offer sent to me. Since then I lost count how many times I have called and all the agents are located in XXXX, some stated they have never heard of this offer before. XXXX person on the phone from cc side gave me an email I emailed my offer to but never heard back. ( Attached ) then I called debit side and they told me I could either mail offer or fax it ( attached ) but it went nowhere too. On XX/XX/XXXX when I called I was connected to XXXX account manager and after total of XXXX hours on the phone between city and XXXX XXXX confirmed the offer didnt come from them. Then I was connected to a supervisor who opened another dispute and I received another rejection notice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76208
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-27
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Me and my husband, had checking account and credit card with the Citibank at XXXX and XXXX XXXX in XXXX XXXX. They allowed to my husband to send maximum {$10.00} per month to XXXX. He had building a three stores building in XXXX, he explains to the Citibank, On month he asked to me to sent 2 times XXXX dollars from my own checking account, to the contractor in XXXX, and then the manager closed my husband accounts and mine too. After that many stores like home depot and Macys closed our accounts too. I went to the bank one day and ask for that and they told you need to call. When we try to call to the bank nothing happen. No body gave any explanation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60202
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A