Date Received: 2023-12-22
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I believe that Citi 's practices credit card practices ( specifically as it relates to fraud alerts ) are inconsistent, unfair and deceptive. On Thursday, XX/XX/2023 XXXX XXXXXXXX XXXX EST, after trying to make a purchase online that was declined, I received a fraud notification via text message to call XXXX. After calling and being on hold for 2 min, I was told no representatives are available and the line was disconnected. I then called the number on the back of my credit card XXXX XXXX XXXX The representative was able to authenticate my account and reviewed several transactions confirming that there was no fraudulent activity. I was assured that my account was fine and ok to use. After hanging up with the representative, I attempted the transaction again and it was declined. I called back again at XXXX using the same number. The representative was unable to authenticate my account using the same information. I logged into my Citi app to view my account and there was a fraud notification with a number to call. I called that number ending in XXXX and spoke to a representative XXXX XXXXXXXX XXXX who was able to authenticate my account using one of the numbers previously provided. I repeated the process and after verifying the activity, which was already verified approximately an hour previously, I was assured that my card is ok to use and there are no longer any issues. I stayed online with the representative to try and submit the transaction using XXXXXXXX XXXX and it was declined. I was advised by the rep to type the card number in instead as the issue may be with XXXX XXXX. After typing in the card number, I submitted my transaction. This time, the declination took almost 2 hours. At XXXX XXXX I received an email from the merchant that the transaction was declined. I noticed this at XXXX XXXX and called all the same numbers and was told the methods used to authenticate is not working. I would have to wait for a letter in the mail to authenticate. I asked to file a complaint and was told they could not take a complaint until they authenticated my account. I asked for an explanation as to why am I receiving different information, and no one would tell me. The declinations on my account did not start happening until after I accepted an offer that popped up in my app for a lower interest rate for charges made for a limited time period on XX/XX/XXXX. It is the only reason why I even decided to use the card. Ever since then, my card has been randomly declined for purchases. The first two declines were on XX/XX/XXXX, of which I did not receive a fraud notification or communication from Citi. One was online and the other was with my actual card at a doctor 's office. I called different numbers for the credit card as I did earlier in the day at XXXX and XXXX and no one would help to file a complaint. I had to had to call the number on the debit card to be able to file a complaint. That complaint number is XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11216
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: On XX/XX/2023, I received a text alert at XXXX XXXX : Free My Best Buy Citi Fraud Msg. XXXX XXXX Did you attempt a charge at XXXX XXXX on XXXX? XXXX, XXXX. Reply STOP to Opt-Out. I immediately texted XXXX for NO. Then, I received another message from the same source thanking me for the response and providing the number for a Fraud Dispute. I then spoke to XXXX separate representatives indicating VERY CLEARLY that I was at home and had not used the card for any purchases. The XXXX charges are : 1. XX/XX/XXXX for {$1200.00} XXXX. XX/XX/XXXX for {$100.00} I have called the company various times, I have spoken to various representatives, and they all give me false information about the fraudulent charges. Some of their representatives say these were online charges. Another representative - " XXXX '' - says that the Best Buy representatives gave me false information because the main purchase of {$1200.00} was purchased inside the the store. I HAVE ASKED REPEATEDLY FOR A RECEIPT OF THIS FRAUDULENT PURCHASE, BUT THEY CAN NOT OR WILL NOT SEND ME A RECEIPT. THEY HAVE PROVIDED ABSOLUTELY NO PROOF THAT I MADE THIS PURCHASE. THEY HAVE ARBITRARILY CHARGED MY ACCOUNT AND HAVE DECIDED THAT THEY DO NOT NEED TO PROVIDE ME WITH ANY PROOF OF PURCHASE. THE LAST TIME I COMPLAINED THEY SAID THEY WERE ATTACHING THE RECEIPT TO THEIR RESPONSE. HOWEVER, THE ATTACHMENT WAS JUST A STUPID COMPANY LOGO IMAGE - NOT A RECEIPT. I HAVE SPOKEN TO " XXXX '' WHO ASSURED ME I WOULD GET A RECEIPT FOR THIS FRAUDULENT PURCHASE, BUT SHE NEVER SENT ME ANY PROOF. I WANT PROOF THAT I MADE THIS PURCHASE, BUT THEY JUST WANT TO CHARGE MY ACCOUNT WITHOUT ANY PROOF WHATSOEVER! I DEMAND A RECEIPT PROVING THAT I MADE THIS PURCHASE!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92336
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Subject : Follow-Up Consumer Opt-Out Dispute - Urgent Action Required- CITICARDS CBNA Account Number CITI CARDS Account number ending in : XXXX OPT-OUT MAIL TRACKING NUMBER : XXXX XXXX XXXX XXXX XXXX XXXX. Dear Consumer Financial Protection Bureau, I am writing to follow up on a letter dated XX/XX/2023, in which I formally opted out of any and all authorizations, whether written or unwritten, verbal or non-verbal, that I may have given to CITICARDS CBNA. This request is made in accordance with my rights as a Federally protected consumer under 15 U.S. Code 6802 - Obligations with respect to disclosures of personal information. Regrettably, CITICARDS CBNA has chosen to ignore my initial opt-out letter entirely, and my consumer information continues to be furnished without my consent. This persistent violation of my rights under the FCRA is unacceptable. I am now submitting a formal dispute with the following requests : 1. **Immediate Removal of Furnished Information : ** I request that CITICARDS CBNA ] takes immediate action to remove any and all information pertaining to my consumer report. This is in line with my explicit opt-out directive, which covers both written and unwritten, verbal and non-verbal authorizations, as per 15 U.S. Code 6802. 2. **Compensatory Damages : ** In the event that CITICARDS CBNA willfully continues non-compliance with 15 U.S. Code 6802 by failing to honor my opt-out request, I reserve the right to seek compensatory damages. I request that CITICARDS CBNA pays a minimum of {$1000.00} for every offense of willful non-compliance. This dispute is filed with the expectation that the Consumer Financial Protection Bureau will investigate this matter promptly and take appropriate action to ensure CITICARDS CBNA complies with federal regulations. I appreciate your immediate attention to this matter and request confirmation of receipt of this dispute. I trust that the Consumer Financial Protection Bureau will take swift action to rectify this situation and enforce the necessary corrections. Sincerely, XXXX XXXX
Company Response:
State: CO
Zip: 80012
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Subject : Follow-Up Consumer Opt-Out Dispute - Urgent Action Required- CITICARDS CBNA Account Number CITI CARDS Account number ending in : XXXX OPT-OUT MAIL TRACKING NUMBER : XXXX XXXX XXXX XXXX XXXX XXXX. Dear Consumer Financial Protection Bureau, I am writing to follow up on a letter dated XX/XX/2023, in which I formally opted out of any and all authorizations, whether written or unwritten, verbal or non-verbal, that I may have given to CITICARDS CBNA. This request is made in accordance with my rights as a Federally protected consumer under 15 U.S. Code 6802 - Obligations with respect to disclosures of personal information. Regrettably, CITICARDS CBNA has chosen to ignore my initial opt-out letter entirely, and my consumer information continues to be furnished without my consent. This persistent violation of my rights under the FCRA is unacceptable. I am now submitting a formal dispute with the following requests : 1. **Immediate Removal of Furnished Information : ** I request that CITICARDS CBNA ] takes immediate action to remove any and all information pertaining to my consumer report. This is in line with my explicit opt-out directive, which covers both written and unwritten, verbal and non-verbal authorizations, as per 15 U.S. Code 6802. 2. **Compensatory Damages : ** In the event that CITICARDS CBNA willfully continues non-compliance with 15 U.S. Code 6802 by failing to honor my opt-out request, I reserve the right to seek compensatory damages. I request that CITICARDS CBNA pays a minimum of {$1000.00} for every offense of willful non-compliance. This dispute is filed with the expectation that the Consumer Financial Protection Bureau will investigate this matter promptly and take appropriate action to ensure CITICARDS CBNA complies with federal regulations. I appreciate your immediate attention to this matter and request confirmation of receipt of this dispute. I trust that the Consumer Financial Protection Bureau will take swift action to rectify this situation and enforce the necessary corrections. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80012
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: According to the Fair Credit Reporting Act 15 USC 1681 section 602 a states " There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' XXXX and XXXX are consumer reporting agencies and I am the Consumer. I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states '' It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. '' ( Furnisher of information to credit agencies ) is a financial institution by definition under that title. 15 USC 1681 section 604 a section 2 states that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' ( Furnisher of information to credit agencies ) the financial institution and the Consumer reporting agencies XXXX and XXXX do not have my consent to furnish this information and they surely do not have my written consent. Any and all consent to XXXX, XXXX, ( Furnisher of information to credit agencies ) whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' ( Furnisher of information to credit agencies ) Never informed me of my right to exercise my nondisclosure option. Not only that 15 USC 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. '' This account is an adverse item they are reporting again without my permission which is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX and XXXX are not maintaining reasonable procedures. Also 12 CFR 1016.7 states that " A consumer may exercise the right to opt out at any time. '' I am opting out of your reporting services.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85035
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened a Citi account in XXXX. Recently, they froze my account citing fraud. But the refuse to send me information. I've called 8 times and each time get a different answer. Today, I was told they were now reviewing my incoming deposits. I have zero access to money for food, gifts or bills. I am a single parent and just need some answers. I spoke with XXXX with CitiERU and was given this reference number : XXXX Thank you XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
Issue: Problem when making payments
Subissue:
Consumer Complaint: I am writing to bring to your attention a matter regarding late payments on my credit report that resulted from an unfortunate and unforeseen circumstance. I am seeking your assistance in rectifying this situation. In XXXX XXXX, I encountered a significant life event that impacted my ability to manage my financial obligations. I was involved in a XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX. During this challenging period, I regrettably overlooked the timely setup of payments for my account. As a result, XXXX consecutive months ' payments were missed, and the creditor reported these instances as late payments to the credit bureaus. I understand the importance of maintaining a positive credit history, and I have consistently strived to fulfill my financial responsibilities in a timely manner. Prior to this incident, my payment record with was unblemished, with no missed payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33178
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
Issue: Fraud or scam
Subissue:
Consumer Complaint: I received a text asking if I spent money at Best Buy. it was made to look like a text from Citi Bank. When I answered no, a lady called me from a number that displayed Citi Bank on the caller ID. The number was XXXX it was received at XXXX XXXX on XX/XX/XXXX. They told me they needed to ask me some security questions to make sure it was me. Then they said they were going to send me a one-time passcode to verify it was me. I read back that passcode, not knowing it was actually the passcode to change my password on my online banking. I got another call from XXXX, which I think was someone working with the other person who called me be they asked the same things. I said I just talked to you guys, and he hung up on me. That call was at XXXX. I then checked my account and realized they got access to my online banking. they changed my password, then set up wire transfer ability on my account then added a recipient to my account to send it to They did a wire transfer for XXXX and left me XXXX XXXX in my account. I then went straight down to the Citi Bank at XXXX XXXX XXXX XXXXXXXX in XXXX XXXX. this was on the XXXX. citibank isnt being upfront with me either. when i first reported it ( less than an hour after it happened ) they told me to get a police report with XXXX XXXX XXXX XXXX XXXXXXXX XXXX which i did. after that i went into the branch everyday almost to see if the money came back yet. now on XX/XX/XXXX. 14 days after i first told them they tell me i need to get a notarized affidavit saying i didnt authorize the transaction. This was every dime i had, right before XXXX. the fraud department seems like they are delaying investigation on purpose. idk why and it really made life hard on me. my XXXX XXXX XXXX son isnt going to have a XXXX now becuase citibank dont care. they say they are waiting to hear from the other bank but its been almost a month. with nothing new
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90731
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
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 purchased XXXX XXXX XXXX XXXX XXXX necklaces in XXXX. On XX/XX/XXXX I purchased 1 at {$680.00}. On XX/XX/XXXX I purchased another that I was charged {$680.00}. Both purchases were confirmed by their service personnel as full credit within 30 days. I returned both in the same package on XX/XX/. I received a credit of {$440.00} on XX/XX/XXXX and another credit of {$490.00} on XX/XX/. Total charges were {$1300.00}, partial credit received was {$940.00}. I called XXXX XXXX, spoke to customer service and was told a supervisor would contact me with 10 days. Nine days later I received a voice mail message from " XXXX '' who said there was a restocking fee with returned items and that is why I did not receive full credit. This is when I contacted Citi Visa to dispute the missing {$420.00}. Now after 4 months of dealing with Citi Visa they sent a letter to my online Citi account saying due to the amount of time since the original charges they no longer have any recourse on my behalf. Citi Visa made mistakes from the beginning over credits, conditional credits and credit reversals. Citi Visa has charged my account and extra {$680.00}. Citi owes me {$680.00} credit plus the {$420.00} they never resolved with XXXX XXXX. It absolutely has taken me a long time to try to get this resolved. Citi Visa never got the amounts correct, never done the right thing by standing for me, they have only allowed time to go by without ever persuing the correct amount I should have been credited by XXXX XXXX in XXXX! Three months later they give up and charge my account again! I am absolutely disgusted with XXXX XXXX for not properly crediting me the full charges stated in their their policy and 3 of their employees, 2 when I purchased and again when I called to verify the return mailing address stated. I am more disgusted with Citi Visa for not properly addressing my dispute, doing anything about it other than charging my account incorrectly and now for totally dropping the ball. They need to credit my account {$1100.00} immediately. I will then pay the balance on the account and cancel the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30005
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: On XX/XX/XXXX, I contacted Citi Bank and requested to be connected to their fraud department after noticing three fraudulent charges on my account. The charges occurred on XX/XX/XXXXXXXX with See Tickets *XXXX in XXXX XXXX , CA , amounting to {$1400.00}, on XX/XX/XXXXXXXX with XXXX XXXX totaling {$430.00}, and on XX/XX/XXXXXXXX with XXXX XXXX XXXX in NY for {$39.00}. The {$39.00} charge was promptly removed, and a dispute was filed for the other two charges. While awaiting a response to my dispute, I discovered another pending fraudulent charge on my account. I immediately contacted Citi to cancel the pending charge. Despite being assured that a new card would be sent and the old one closed, the fraudulent charge remained pending. After numerous calls to Citi Bank throughout XXXX and XXXX, the charges were finally reversed in XXXX. However, in XXXX, I received a letter from Citi regarding my dispute. According to the letter, the merchant provided documentation affirming the validity of the {$1400.00} fraudulent charge ( See Tickets *XXXX ), and the charge was reinstated on my account. Upon reviewing the documentation, I found compelling evidence on the first page indicating that the charge was indeed fraudulent. Specifically, the email address associated with the purchase differed from my valid email address, which I confirm on every call to Citi Bank. Additionally, the IP address on the purchase did not match my home address in XXXX XXXX, NV, showing XXXX, California. I am urgently seeking assistance in removing the fraudulent charge of {$1400.00}, confirming the illegitimacy of the {$430.00} charge, and obtaining a refund to close my account. I no longer have confidence in the security of my information with Citi Bank. Citi Bank responded to my original complaint with a letter that they were going to take care of it. It has now been 3 weeks. My account is currently past due, and I am being asked to settle a substantial minimum balance to bring it up to date. Despite being informed of fraudulent charges being removed three weeks ago, they have not been removed, resulting in my account being in the red due to the delayed resolution process and my credit being ruined. According to previous communications, I was assured that I wouldn't be obligated to make any payments until the fraudulent charges were resolved. However, nearly SIX MONTHS after the occurrence of these charges, they remain on my account unresolved. This situation has left me hesitant to proceed with the payment, as the promised resolution has not been fulfilled.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89115
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A