Date Received: 2023-12-23
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: This issue started when I reserved a room at the XXXX XXXX in XXXX, Tennessee. My travel plans were altered, and I needed to cancel the room, but I could not find the reservation under XXXX. My normal provider. The next event was when a charge appeared on my Citibank Master Card as a charge to XXXX XXXX XXXX. I contacted Citi, and they said I should cancel my card and dispute the claim as fraud. I followed the instructions. I received a new card. I received an email from XXXX with a copy of an email confirming my reservation, and I responded that I would be happy to pay for the first night as a no-show, as stated in the hotel 's policy. I contacted Citibank, and they said they understood the problem and that women from the dispute department would contact me. My next experience was a letter from Citi saying they had disclosed the dispute because I acknowledged the charge with XXXX. I explained the problem, and an agent tried to open a new dispute. He later told me it was impossible. I called Citi back, and another agent told me she opened another dispute for me. I received communication from Citi saying the new dispute was closed because it was duplicated. I called citi back on XX/XX/XXXX and a representative in Florida named XXXX said she resolved the problem and would call me on the XXXX to confirm. I did not receive a call, so I contacted Citi again and spoke with another agent in Arizona named XXXX. She finally told me there were so many documents in my file that she could not find the one I was referencing and that I should mail or fax a new file to XXXX XXXX XXXX XXXX The issue is simple. I want to pay for one night at the hotel as a no-show as specified in XXXX policy. That seems to be out of the grasp of the Citibank XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77007
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: 2023-12-23
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: In XXXX of XXXX, my car was broken into. I had a debit card stolen and a CitiBank Best Buy credit card stolen. My bank fixed the fraudulent charges on my debit card. However, the Best Buy CC was newly opened and I had never used it. yet, someone had made a {$1200.00} purchase on it. I reported the card stolen to Best Buy ( the number on the card ) immediately, I was told that they would sort it out and issue me a new card. They never did either. Now this debt is severely effecting my credit. The debt is not mine. This company allowed someone who was not me, make a purchase in their store, without even checking their identification.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78260
Submitted Via: Web
Date Sent: 2023-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-23
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 was charged on XX/XX/2023 for {$1500.00} from XXXX XXXX XXXX XXXX XXXX which was in error as it was unauthorized and I did not obtain insurance from them. I contacted Citi Cards over and over and opened a dispute. They say that I accepted the charge and closed the dispute which never happened. XXXX XXXX XXXX XXXX XXXX acknowledges that they owe me the money and that it will be credited back to my account. This has not happened.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 956XX
Submitted Via: Web
Date Sent: 2023-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-23
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My account was closed by Citibank. I had funds in the account, I was told I would receive my funds within XXXX days. Received nothing, called several times and was told it was on the way and to allow some time. It have been well over XXXX days and I have received nothing
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78754
Submitted Via: Web
Date Sent: 2023-12-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/XXXX I called CitiBank to let them know that I could not access my savings account for the purposes of submitting a withdrawal. They informed me that my account was locked because there was no Withdrawal/Deposit activity since XXXX The account has been earning monthly interest each month and I would see the balance increase in my monthly statement, so I never thought anything of it. They instructed me to send a letter requesting reactivation of that account to their service center in XXXX XXXXXXXX XXXX. I sent a letter via USPS on XX/XX/XXXX. One week later I did not hear back anything, so I called to check on the status of my request. They asked for the tracking number which I supplied, and they looked up the status on USPS site and they indicated it was delivered on XXXX That surprised me because priority mail indicated an expected delivery date of XXXX So at that point they only had the letter one day and the call center person I spoke too indicated that she would send an email to processing center to expedite the process. It is now XXXX so I followed up with CitiBank again. This time they gave me the same run around. I asked to speak to a supervisor, and she asked me for the tracking number again. Well at this point I had discarded it because the letter was delivered, and they already confirmed the date the processing center received it. The supervisor said that she would resend another email to processing center because she said there was no mention in my file of an email being sent to the processing center from the call center. I gave her the call center person 's name, but she said that was of no help. I then requester a number to speak to someone in a branch office or processing center and she declined my request saying they don't do that. So again, no way to pursue this correspondence. Terrible business practices. I'm once again in a loop of correspondence that is leading nowhere. I stressed the importance to gaining access to that account and she said Well it will be at least 3-5 days until we'll probably hear something. At this point I am infuriated and told her on the phone that I would be submitting a complaint to your organization concerning this matter. If they record their calls as they say they XXXX, it will be on record, concerning my sincerity about this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
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 made online purchase of two items in the amount of {$620.00} from Macy 's, with same day delivery. The amount was charged to my Macy 's credit card. One of the items was not delivered ( {$150.00} ). I contacted Macy 's same day, initially I was told item will be reshipped and I will receive it in 2 days. This did not happen. I also did not receive an email confirmation of the communication I had, nor shipment information which I was told I am to receive in 24-48 hours. I contacted the store again after not receiving the communications I was told I will receive via email, or the item, and requested refund at this point, I did not believe I will ever receive the item. In fact this continued to occurred. Each time I was asked to explain what happened as I have never contacted them before. Each time I was told I will be receiving an email in 24-48 hours and refund is processed within 3-5 business days after that. I never receive any communication, call or emails to inform me of how this is being handled. On XX/XX/XXXX, since my statement on my credit card did include the charge, and at this point I was concerned that this have not been handled appropriately on the store side, I contacted the actual credit card services. I explained the situation and I requested they process this on their end since I have a charge on the credit line, for an item I never received. In my understanding, the representative processed my dispute, told me I will receive an email confirmation and once again once this is processed I will receive credit to my account in 3-5 days. Today, XX/XX/2023, I called to follow up with the credit card services since once again no communication was received on my end. I asked to speak with a supervisor since the representative told me I do not have existing disputes on my account! A supervisor came on the phone, asked some information and told me to hold while she reaches to online department. I was then all of a sudden transferred to the store department ( the one I tried to resolve with initially ) without notification. Again I had to explain my issue, and I was told that there were multiple claims on my account ( which I was not aware of since I have not received no communication on this to notify of such being created ) and that they have been denied. I asked what is the reason for that and why I am not aware. I was told because of multiple claims. No respond was provided on why I was not made aware of this decision. I was told that the representative can open a new case and request secondary store review. I asked about the charge on my credit card, and was transferred back to the credit card services upon my request. I requested a dispute to be initiated for the finance charge on my credit card account since this amount is included in my statement balance ( including relevant interest ), and I do not believe that the store is processing this appropriately. The representative tried telling me the store needs to research this. I argued I have the right to dispute this amount and have provisional credit to my account while investigation take place. I was told this is to take " long time ''. I insisted on opening dispute ( Case ID XXXX was provided as I verbally requested on the call ). I was then told this will take 60 days, and when I asked if the amount is to be removed from my statement balance while investigation takes place, I was told NO, and that this will happen after the investigation, if I guess investigation rules in my favor. This have been very unpleasant experience. Complete lack of communication, and definitely not good customer service. At no point I was made aware ( while calling ) or received communication ( via email as told ) of multiple cases being created, or that I have one already- so that I could have not created more ; or of the case decisions made. No provisional credit is to be provided on my account, according to the credit card services, and at this point I am questioning the validity and appropriateness of the case investigation that is/ have been taking place. My cases on the store side that I found out exited today were denied because of having multiple cases?! What kind of investigation is this!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30066
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: Citibank has put the the restriction on my credit privileges for now more than XXXX years even after explaining that the merchant was rogue. And, Citibank still not ready to lift the restriction. But they have no issues allowing me to open a checking or savings account and make money out of it by lending the same money to their customer and ear higher interest on it. This is sheer case of profiling.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28277
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: Subject : Concerns Regarding My Macy 's and Citibank Account My name is XXXX XXXX. I am writing to express my deep concerns and frustrations regarding recent developments with my Macy 's and Citibank accounts. It has been over XXXX weeks since I first reached out about these issues, and I have yet to see any significant progress or resolution. So unfortunately I'm having to escalate this issue. To provide context, I made a {$400.00} payment towards my account balance, expecting it to be promptly credited. However, this payment has not reflected in my account, adding unnecessary financial strain, particularly during this time of the year. Furthermore, I encountered a sudden reduction in my credit limit, which stemmed from software errors during payment processing. As a survivor of trafficking, I have communicated the challenges I face to both Macy 's and Citibank, seeking understanding and support. Unfortunately, my efforts have not resulted in a timely resolution or the reinstatement of my previous credit limit. The XXXX software malfunctioning was the reason behind my visit to a retail location to settle my bill, as the system could not recognize my new account, a measure I took to protect my finances following my trafficking experience. I must emphasize that before escalating my concerns to the credit bureau, I reached out to Macy 's and Citibank. Congress has enacted laws to protect individuals like me from unjust adverse impacts on our credit reports. Nevertheless, the reduction in my available credit limit by Citibank has directly affected my credit score, adding further distress to my already challenging situation. What is particularly disheartening is that I had proactively reached out to the credit department and explained my situation to a manager on XX/XX/XXXX. We collectively decided that, given the system errors, it would be best for me to make an in-store payment to avoid complications. I promptly paid the full balance of {$400.00}, expecting it to be credited accordingly. However, my credit limit was subsequently reduced to {$100.00}, leaving me puzzled about the whereabouts of the remaining {$300.00}. This drastic reduction has severely limited my ability to make necessary purchases, further exacerbating my distress. I urge Citibank and Macy 's to acknowledge the consequences of their system failures, as they affect not only me but also other customers. Survivors should not endure further suffering due to system errors. I am earnestly seeking a resolution to this matter, as it has deeply affected my emotional well-being. It is crucial to recognize that this situation extends beyond XXXX XXXX circumstances. XXXX XXXX XXXX XXXXXXXX trafficking may face similar challenges, and I fear that if this happens to me, it might affect others. This is unjust and requires immediate attention to rectify the systems and protocols that fail to consider the vulnerabilities of survivors in these situations. As a loyal customer, I value my relationship with Macy 's and Citibank. However, I am left feeling as though this sentiment is not reciprocated. I wish to continue enjoying the benefits of our partnership without feeling penalized for seeking assistance. Additionally, I want to emphasize that not only was the money I paid withheld from being in use on my account, but I also missed out on multiple deals and offers that were available at Macy 's. This situation led me to do most of my shopping through other retailers such as Amazon, which was a significant inconvenience. I kindly request your prompt attention to this matter, with the hope that we can come to a resolution that prevents further victimization of survivors and ensures a smoother path to financial recovery. I am also working closely with trafficking survivor resource groups and XXXX state senators to address these issues comprehensively. Moreover, I routinely use my card, and my account is very close to reaching platinum status. I should have had money credited to my account based on the payments I've made. Currently, my account displays only {$55.00} available for usage, which is not accurate. I kindly request that this discrepancy be rectified as soon as possible. Thank you for your time and consideration. Opening up about such personal matters is not easy, and I hope this transparency helps you understand the urgency and importance of my request. Sincerely, XXXX XXXX ( XXXX ) XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38002
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
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 - ATM cash withdrawal {$180.00} XX/XX/XXXX - Cash advance fee {$10.00} XX/XX/XXXX - Credit card charge XXXX XX/XX/XXXX - minumum charge {$1.00} Customer Service has taken forever to get a hold of and is poorly able to handle the issue. They told they would remove the charges but they still have not. But my greater issue is that they allowed the criminal to add an authorized user, change my pin, email, etc. It's absurd that it was allowed and that I have to go through the process of calling and spending hours to try to resolve this. This is with Best Buy Citi card with card number ending XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 946XX
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: 2023-12-22
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: XX/XX/2023 - I opened a dispute, case ID XXXX with citi card for a purchase for {$9700.00} made on XX/XX/XXXX at a merchant named XXXX XXXX after unsuccessful attempts of getting a refund from the merchant for a purchase which I canceled well within the cancelation policy. XX/XX/2023- Citi requested additional details and proof of purchase and cancelation to show it was canceled within the cancelation policy. I provided the documentation and Citi acknowledged the receipt of the documentation. XX/XX/2023- Citi contacted the merchant and issued a conditional credit. XX/XX/2023- Merchant responded with false information that they shipped the item with no proof of shipping - no tracking number or proof of receipt. XX/XX/2023- Without even reviewing what merchant provided carefully, Citi resolved the dispute in merchant 's favor and sent me a letter asking me to confirm. XX/XX/2023 - I provided the updated and additional details of how the watch was canceled and proof of all email communications clearly showing merchant acknowledged the cancelation and mentioned they have a system issue and cant refund my money even after almost 4 months of cancelation. XX/XX/2023- Citibank still hasnt issued a chargeback even when it is clear I never received the item I paid for using citi card. At this point, I'm even past eligibility for purchase protection feature with Citi card as my purchase is older than 90 days due to Citi 's inability to resolve the dispute in a timely fashion.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75013
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A