Date Received: 2023-12-20
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Best buy citi card {$3000.00} balance when my credit limit was only {$2000.00} also I was incarcerated for a large portion of the time I was " spending '' and refuses to remove the delinquency of my account from my report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78108
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Starting on XX/XX/XXXX I began to get text messages from Citi about potential fraud activity, By early XXXX I began to get calls from Citi about potential fraud activity. There were some fraudulent charges on my ATM that Citi, so they cancelled that ATM and sent a new one. Less than a week after getting the new card, activating it, Citi called again and there were a plethora of fraudulent activity including : Wire transfers, XXXX payments. So Citi had me close that account and open a new one, which we did. I received the new ATM card, activated it, but Citi hadnt moved my money, after another several hours on the phone they unlocked the old account and finally moved my money. Relocked old account. I began getting fraud alerts again. Called Citi and they placed a lock on the account. Before that happened, I had : - I logged in and noticed someone had changed my email and mailing address. - I changed them back. - I went to see when they had sent me checks for this new account ( so I could get my money out and into my new local bank account and saw that whoever had changed the mailing address had expressed checks to themselves at a XXXX address. I live in XXXX, MA. - I was then contacted that my Citi credit card had potential fraudulent activity, sure enough there were attempted charges to it, Citi cancelled that card and sent a new one. At this point I lost any faith that Citi had a handle and I just want my money out of the account so I can close it and be done with it. I was told a variety of options from Citibank : XXXX. I HAD to go to a branch to close my account. I couldnt close my account over the phone. ( The closest branch is a 4 hour drive each direction, not an option for me ) 2. Someone told me I could close the account over the phone and my options were : a. They could close and mail me a check it would take 10-15 days to receive a check b. My new bank could initiate a bank to bank transfer to request the funds out of my citi account to my local bank account ( XXXX XXXX ) c. I could write myself a check from this account to my new bank ( not an option since the checks hadnt arrived and still have not ( ordered XXXX, as of XX/XX/XXXX still havent arrived ) XXXX. I went to my new local bank and talked to them about the bank to bank wire transfer. I was told that they can not initiate it, it has to come from Citibank. 4. I called Citibank again they told me they could not do the bank to bank transfer, my account is locked, when I asked them how I can get access to my money so I can pay my bills, etc. They had no answer for me. 5. I called another time, talked to someone named XXXX who said he could close the account and send me a check. I asked for confirmation that he could do this via email or a reference or transaction number, he said he couldnt provide that. But it would be 10-15 days for me to receive a check. 6. I waited a few days and decided to call back to check on the status. Told it was processing because there is a fraud investigation and it would not close until the fraud investigation is resolved. 7. I have no ability to use online banking to see what is happening with my accounts. 8. I have NO ACCESS TO MY MONEY. I can not pay my bills. Citi doesnt seem to care. 9. I have spent over 20 hours on the phone with Citi customer service. I have had calls dropped, I have been transferred to supervisors who are not supervisors, I have begged multiple times for this to be escalated or sent to a US-based person who could help me navigate. They either refuse and just do not answer me. There is no one that can troubleshoot. Every time I have called I have to re-explain the situation over and over. I am bounced between Fraud and Customer Service often just sitting on hold with no response for 30+ minutes. More details, but thats as succinct as I can get.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: CBNA CBNA, XXXX XXXX XXXX XXXX XXXXXXXX, FL XXXX I demand this be inquiry removed immediately its not me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90680
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: XXXX XXXX used to have their own credit card so that passengers could book flights and then make monthly payments at 0 % as long as the balance was paid within the allotted time. A few months back, XXXX eliminated this program, transferred it to Citi AA Advantage cards, and called XXXX. Cards eligible for this program are found on this link : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I then applied to one of these cards, Citi / AAdvantage Executive World Elite Mastercard to be exact, to use this offer along with other offers. Today, I tried booking a flight 3 times, and the XXXX option does not appear. Eventually, I called XXXX XXXX customer service, and after XXXX minutes, I was told that I needed to get approval from Citicard. Today, Tuesday, XX/XX/XXXX, at XXXXXXXX XXXX EST, I called Citicard to inquire about adding XXXX to my XXXX account. The agent who helped me said that the XXXX option is an on-and-off promotion, and I need to check every time I book to see if XXXX is available for my purchase. Nowhere in the application or the website below says this is an on-and-off promotional offer. In fact, it says : " Book now. Pay later. Adventure is calling, and now you don't have to wait. With XXXX XXXX Pay on your eligible Citi / AAdvantage credit card, you can book your flight today and choose a convenient plan to pay over time. Any flight purchase of {$75.00} or more No application or credit check Flexible payment options Continue to earn rewards on your flight purchase as you normally would. '' XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). I feel that they misled me with this offer or the agent who I spoke to is not aware of XXXX Today, Wednesday, XX/XX/XXXX, I spoke to another CitiBank credit card employee, XXXX, who told me that, indeed, I am supposed to have this benefit enabled and to call XXXX XXXX as this is their issue. She first stated that the Citi Card would break down the cost into 6 payments. Still, when I showed her a flight I booked in XXXX, based on an email from XXXX ( attached here ), and the payments did not break down, she said that it was XXXX XXXX issue of not putting the fly now pay later option on their website. So I keep going back between XXXX and Citi, and nobody has an answer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29745
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: As of XX/XX/2023, I have had several accounts compromised. Attempts to apply for loans or credit cards have been made without my consent. I have not done any such activity for a long time. I have also received several e-mails, starting on XX/XX/2023, stating I requested to reset my password or my password has been changed. I have been rigorously been changing passwords for all these sites. I have also had to shutdown the credit card I regularly use, three times this year, due to fraudulent charges. I suspect identity theft has taken place and I need corrective action taken immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 158XX
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: To Citibank Customer Service : Subject : Difficulty in Updating Contact Information Due to Change of Mobile Carrier I am reaching out to address an issue I have encountered while attempting to update my contact information in your records. Recently, I changed my mobile carrier, which resulted in a change of my phone number. Upon trying to update my new phone number in the Citibank system, I encountered a procedural challenge. The system consistently attempts to send a verification code to my previous phone number, which is no longer in use. To resolve this, I contacted your customer service team. However, the representative was unable to directly update my phone number in the system. Consequently, my case was transferred to the fraud department for further verification. During my interaction with the fraud department, I complied with the identity verification process. Despite this, when I provided my new phone number, which is a standard number issued by my mobile carrier, it was deemed as not meeting Citibanks criteria. In an attempt to find a solution, I then offered my work phone number. Regrettably, this number also apparently failed to meet your criteria, although the specific reasons for this were not made clear to me. The call concluded without a resolution, leaving my phone number unupdated in your system. This situation is causing inconvenience, as I am unable to receive important communications and verification codes from Citibank. I am seeking clarity on the criteria used for validating phone numbers and request your assistance in resolving this issue promptly. It is essential for me to have my current phone number registered correctly to ensure seamless banking services. Thank you for your attention to this matter. I look forward to a swift resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78634
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX day, my wallet, phone, and a couple other items for stolen by a family member. I had to order a new phone and during the days that I was without a phone, I was unable to check my bank account or get any notifications regarding my account and this family member was making it a whole bunch of fraudulent charges the day I receive my new device I immediately call Citi Bank reported my card stolen, filed a dispute. They denied the transactions only two days later I believe so I called back, resubmitted the dispute. I was notified today, that I would not be receiving a provisional credit because my pin number was used in some of the transactions which my pin number was my grandmas birthday, who just recently passed away, and my cousin was who stole my wallet in my purse and everything and of course, he knows what my grandmothers birthday is, but they went ahead and permanently gave me a credit for all the credit transactions so those disputes with resolved in my favor but pin based transactions were all denied
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75150
Submitted Via: Web
Date Sent: 2023-12-20
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: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I completed a return of the mattress on XX/XX/XXXX it is now XX/XX/XXXX and I still haven't received my refund for {$670.00}. Between wayfair credit card and wayfair customer service NOONE has contacted me to get this resolved and whenever I call in I'm being ran in circles trying to get my money back. This has been a horrible experience from start to finish!!!!!! I just want my money refunded so I can be done with both of these companies
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28117
Submitted Via: Web
Date Sent: 2023-12-20
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: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I opened a fraud claim with the Home Depot credit card trough ( Citibank ). On XX/XX/XXXX my wallet was stolen at a Costco foods store, this wallet included my Home Depot credit card and California License amongst other cards. I called the police department and got a police report where the officer confirmed by watching the store cameras that my wallet was stolen by 1 individual. When I found out that the thief used my Home Depot credit card and ID to but {$1300.00} worth of items at a Home Depot store I called and opened the fraud case. I submitted all information they needed including the police report number, my California ID pictures, dates of the incident etc. They still denied my claim, I re opened it to submit more information and I was denied again for reasons unknow. This is very unfair as I have always paid my bills on time and now they are ruining my credit. They didnt put a credit on my account to avoid any late fees or credit reports wile the investigation was opened. Can you please help me resolve this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92335
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Incorrect exchange rate
Subissue:
Consumer Complaint: They did not exchangXXXX XXXX XXXX XXXX by the rate. The exchanged it XXXX pound and XXXX euro each for {$1.00} US.dollar. everyone knows XXXX XXXX XXXX are worth more than USD. When I was buying it, it cost me more. Please help. I've been robbed by Citi.Bank
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11230
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A