Date Received: 2023-12-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: CITIBANK XXXX ID : XXXX Case ID : XXXX I Opened a fraud dispute for XXXX transactions made with my debit card ending in XXXX XX/XX/2023 XXXX XXXX {$19000.00} XX/XX/2023 XXXX XXXX {$43000.00} The bank denied the claim on XX/XX/2023. Saying that the documentation provided by the airlines shows my name on the tickets. I request that letter from the bank and now checking the name XXXX cant see mine. The passengers are other people that I dont know them So, the bank denied the claim saying a LIE and false information, Im not on those air tickets. I called today XX/XX/2023 to reopen the case but the supervisor XXXX denied my right to have this fixed under the transfer act, regulation C and Z.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33029
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: 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: We bought a couch from XXXX XXXX back in 22. They had some shipping delays or do they claimed. We were patient and agreed to the delivery date of XXXX, 2022. They never showed up, called or communicated in any form. I reached out to them and they kept delaying. I got suspicious and suspected I was scammed. I saw a news report and XXXX reviews that the same exact thing was happening to other. I went to cancel my order and they said that they would refund once the bank contacted them. I disputed with Citibank. Citibank usually has great service and will send an envelope to my house or call if they need additional documentation. They did not do this. Nor was this ask posted to our account. We were credited the amount. Sometime later, we were charged back and admittedly we did not notice the chargeback. Later I resubmitted the dispute with the help of a bank manager because the system would not allow me to file it. I spent hours explaining the issue and asked over about 10 times why the chargeback happened, why we didnt receive the mailer asking for documentation, why they chose to believe the company over costumer and why they did not follow their normal procedures in communicating with costumers. The company still acknowledges that they owe us money, I provided ample documentation that they do and Citibank kept pushing the second dispute date forward in time. They also do not give us information regarding the statute of limitations regarding dispute times. The bank manager gave me great hopes that this would be resolved and I spent many hours communicating with various departments and uploading documents. It would have also been nice to know that if all parties at that time would have told me it was a total lost cause. Not one person in management or the credit cards dispute department did. They left me hanging another 3 months now thinking it will be resolved. I just called and the case will not go in my favor when they knew that all along, months ago. As I stated, on their system, the second dispute date is XX/XX/XXXX of this year but that is not accurate either. I called way before that, they just would not upload the case. I have never had their experience.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60074
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 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 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/XXXX with XXXX XXXX XXXX in XXXX XXXX XXXX CA , amounting to {$1400.00}, on XX/XX/XXXX with XXXX XXXX totaling {$430.00}, and on XX/XX/XXXX 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 ( XXXX XXXX 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
Date Received: 2023-12-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I mailed a check to XXXX XXXX, Texas for paying taxes. They do not accept any online payment. The check was stolen from the mail, manipulated the payee and amount. The original amount was for {$13.00}. The new amount is {$1900.00}. It appeared on our online statement and we called the same day to report it, which was XX/XX/XXXX. Citibank told us it hasn't been cashed yet, and took the fraud report and told me that the money will be reversed in 24-48 hours. I received a call today, XX/XX/XXXX and was told that Citibank made a mistake and that it had been cashed since yesterday 's report. They transferred me to someone in the XXXX to make a complaint. I can't even file the report for another 24-48 hours if I look online. If I wait for the mail, it's 5 - 7 days. I told them it is clear that the check was manipulated and we filed the report immediately. They said this isn't their fault and the maybe after the investigation I might get my money back in 90 days. In addition, my account is frozen, so I do not have access to any of my funds, and it's 4 days before XXXX. As a large bank, I feel the burden is on Citibank to ensure that documents are not manipulated before they pay anything out especially since they claim this happens every day. They put the burden on the consumer to prove this was not a payee or amount that I meant to pay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60631
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: Closing your account
Subissue: Company closed your account
Consumer Complaint: On or about XXXX I called Citi Bank about my rewards program. I was asked my social security number and I asked which country I was calling. The rep told me the XXXX. I asked to speak to someone in the XXXX. The representative who answered asked my information and I gave it. She did not ask for my social security number. I advised her it was not okay that I had to speak to the XXXX and never a XXXX representative. She didnt like that I said this. AT NO TIME DID I REQUEST MY ACCOUNT CLOSED. BUT SHE CLOSED IT SHOW I REQUESTED IT TO BE CLOSED. I have been calling constantly. I was informed I would need to reapply for a card I NEVER closed. I would have to take the inquiry on my credit when the account was closed fraudulently. And then when I call, they tell me that the representative closed it and then today on XX/XX/2023 I was informed that supposedly it was close through the phone system. Which I dont know how you can close an account through the phone system. Citibank has been very disrespectful and unprofessional about every situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 640XX
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: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: XXXX XXXX I could no longer pay my Home Depot credit card XXXX XXXXXXXX. It was from my previous marriage and was a card for our business but was in my name and after splitting with my husband he took the business and left me with nothing. I was continuously contacted from the credit card company and finally settled with them for {$300.00} which was a fraction of the over {$3000.00} card owed XXXX XXXX XXXXXXXX I was served a court order from a XXXX XXXX XXXX XXXX attorney XXXX XXXX on behalf of XXXX XXXX XXXX saying I owed this debt even though it was after the XXXX years legal to collect the debt in XXXX and was now a legal resident of XXXX XXXX so XXXX years is the legal limit and even though I had previously settled with the credit management company. Today XX/XX/XXXX I received a notice of garnishment of earning dated XX/XX/XXXX saying I owed now {$4000.00}. I just spoke with the attorney and they told me the call was being recorded they received this XXXX XXXX XXXX XXXX XXXX XXXX XXXX which I informed them was XXXX years past the legal standing to attempt to collect a debt in XXXX since that was where this case started and even if it went to XXXX it was still a year past their legal standings and the attorney told me this call was over and hung up on me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ND
Zip: 58801
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: Managing an account
Subissue: Problem with renewal
Consumer Complaint: I opened a XXXX mo CD with Citi that matured on XX/XX/XXXX. I started receiving marketing emails and snail mail telling me I had XXXX high rate savings options that I must decide on by XX/XX/XXXX. These materials all referenced my CD by number! I immediately tried contacting Citi to review my options. I called every customer support number I could find, but as soon as I select banking it wants my ATM number. I don't have one. Literally have called dozens of numbers dozens of times and had been unable to reach anyone who could help with my CD since I started trying on XX/XX/XXXX. No Bot offered an option to convert CD. Tried calling nearest branch ( XXXX miles away ) multiple times but auto attendant told me nobody was available and sent me right back to the main auto attendant! Dial XXXX doesn't work on any phone number. The bot won't give you a human. Dozens of transfers, few live agents that were extremely difficult to understand but none could help with this. Today alone I started trying every possible means to contact someone at XXXX west coast time. It is now XXXX XXXX and I finally found someone to CLOSE MY ACCOUNT! They told me that the grace period XXXX!! Again, I haven't been able to reach anybody to convert CD since XX/XX/XXXX. I needed to put some of the money into my checking account and the rest in savings. Because of the horrible customer service, I was forced to closed the CD and take a {$700.00} penalty all because there's NO CUSTOMER SERVICE HUMAN AGENT AVAILABLE! This is the worst example of a big corporation actively removing the option to speak to a person. Worst customer experience ever! Today is XX/XX/XXXX, it matured XX/XX/XXXX and that day, and the 20 days before, I could NOT reach anybody. If you don't live close to a branch, NEVER USE Citibank for accounts. It's impossible!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94928
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: 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. '' XXXXXXXX XXXX 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 XXXX 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 XXXX 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: 2023-12-20
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My Best Buy visa card keeps auto billing me for a subscription to an internet antivirus service ( XXXX ) that I cancelled months ago. I received an email from Best Buy that my subscription was auto renewed. I disputed this on my bill and sent them proof ( email verification from XXXX ) that the subscription was cancelled and would not be autobilled again but they refused to remove this charge and have rebilled it a second time. Im so fed up having to dispute this over and over. Its time consuming and aggravating.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96815
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Fraud or scam
Subissue:
Consumer Complaint: I am a citizen of XXXX, living in XXXX for a year and a half. I purchased a car through the company XXXX XXXX. The purpose of my payment was to pay for the car.I am filing a complaint regarding the delay in the transfer of funds that was made on XX/XX/2023. My account number : XXXX in the XXXX XXXX XXXX XXXX XXXX XXXX ) XXXX, and transaction number : XXXX in the amount of {$6500.00}. The sending bank mistakenly indicated the wrong address of my residence, writing XXXX. I have been living in XXXX for more than a year, I have a legally confirmed business in XXXX. I was approved for a residence permit in XXXX. I have a lease agreement for an apartment in XXXX. I provided all supporting documents. According to the information provided to me by the bank, the delay is due to an alleged audit. this has been going on for two months now. I am deeply concerned about this situation, as such delays can lead to inconvenience and financial losses. Without these funds, my family will soon have nothing to live on. I am afraid that my money will be stolen. Then in the bank from which I I made a payment, I asked for a refund, because the company to which I sent payment for the car changed the details. But the intermediary bank ( XXXX XXXX ) ignores requests and does not respond. I ask for your attention to this issue and solution to the problem as soon as possible. Please provide me with details of the reasons for the delay and the time required to resolve the situation. I am attaching copies of all relevant documents confirming my transfer and transaction details. Thank you for your attention to this issue and I look forward to a prompt response. CITI bank has not responded to requests from the senders bank for more than a month, completely ignoring it. My money has been under consideration for almost three months now. Because of this, my child is hungry, we are being evicted from the apartment, since I have nothing to pay for rent. Perhaps your organization can help me .I really hope. Sincerely, XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A