Date Received: 2023-12-20
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Citibank decided to freeze my funds and Im not able to access them I been calling all day and they telling me they cant do anything to wait! I read they do this to a lot of customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95307
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: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I initiated the opening of a credit card account with XXXX XXXX XXXX, but the information I provided was inaccurate. I'm encountering difficulty accessing and closing the account because, during identity verification attempts, they send the verification mail to my previous address. All communication with the bank/company is online, I lack a means to physically verify my information. The account is connected to my financial history/reports with XXXX, XXXX, and XXXX. I want to prevent any fraudulent activities on an account I have no access to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89103
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: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have just spent over an hour on the phone trying to remove a security block on my account due to me trying to purchase tires from Discount Tires online. The first agent stated she could not verify me since I did not have a landline The second agent, which was the same as the first one, stated she had to call me, which she never did The third agent, which was the same as the first one AGAIN, AND when I requested to be transferred to anyone else, she refused and just sat their quite until I hung up The fourth agent, did not listen, called me on my mobile and then refused to change my security word as the one on my account was setup 20 years ago when I had a joint account with my ex-husband! When I told him that my response to any question can be what ever I wanted, and I threatened to file a complaint with the FDIC, he finally did and stated my card was no longer blocked. I tried to use the card again, but his time I used a virtual card number that I set up thinking it would help. Guess what.. The card was denied again! The fifth agent had to transfer me, then I got XXXX who stated that my password was not changed, had to call me back, then since I did not want to hear what she had to say after she stated my card was unlocked, she said goodbye and hung up on me. The sixth agent stated that my card was still locked, and he unlocked it. He also stated that my security word still had not changed, and then started to tell me that all my purchase attempts from XXXX XXXX was actually going to be paid by Citibank! WHAT?!?! How, when XXXX, the last agent, stated that they were all charged and refunded immediately. PLUS, when I pointed out that my available balance plus my current balance still only equaled my total credit limit, so how was I being charged XXXX times for non-existent orders?!? I hung up! WHAT A JOKE! XXXX CALLS TO GET MY CARD UNLOCED!!!! WHY DO YOU KNOW JUST SEND A CODE TO THE APP LIKE XXXX?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: XXXXX
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: 2023-12-21
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2023, at approximately XXXX XXXX PST, I discovered that my account had been closed, leaving a remaining balance of {$3800.00}. This abrupt closure was unexpected and troubling, as I have not engaged in any activities that violate Citibank 's terms of service, nor have I committed any treason or fraud. I have been a loyal Citibank 's customer, and this incident has caused significant inconvenience and distress. To provide a comprehensive overview of the transactions leading up to the closure, on XX/XX/2023, I transferred {$3000.00} from my savings account to my checking account. Subsequently, I transferred {$2400.00} to my significant other through XXXX within the Citibank app to reimburse him for expenses. It is important to note that I adhered to the daily transfer limit of {$2500.00} for my basic Citibank account. These transactions were well within the normal usage of my account, and I received no indication of any irregular activities, closure of my account, or any communication via text, phone call, or email from Citibank or XXXX from the time I made the transfer to the date of my account 's closure. This situation has put me in a vulnerable position as I am unable to pay my monthly bills. This was an isolated incident and my first time conducting such a big transaction of over {$2000.00}, with no intention of violating any terms or rules. My attempts to seek clarification and resolution through Citibank 's customer service have been met with frustration and inconsistency. Despite multiple calls to customer service, I have been redirected to different numbers and received conflicting information from XXXX different representatives. This lack of uniformity in responses has only added to my XXXX and uncertainty regarding the resolution of this matter. Furthermore, I have sought confirmation on the amount I will be receiving through checks for the remaining balance, but each representative has provided varying information. I have also requested proof of the correct amount and assurance that I will receive my funds, but I was informed that such documentation is not possible. This situation is both perplexing and distressing, and I find it imperative to make a formal complaint against Citibank for handling this matter. I kindly request a thorough investigation into the circumstances surrounding the closure of my account, as well as transparent communication regarding the amount I am rightfully entitled to receive through the checks that will be sent to me. I trust that Citibank values its customers and is committed to resolving issues promptly and fairly. I appreciate your prompt attention to this matter and 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: CA
Zip: 95111
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 filed a dispute in XXXX 2023 and citi dispute center resolved the dispute after getting response from the merchant. The letter from citi dispute center stated " If after reviewing the merchant 's documentation you still wish to dispute this charge, please specifically address the merchant 's response along with the complete details of your dispute. " " Please sign and return this letter with the requested information by XX/XX/2023. Please do not send photographs, smart phone pictures, or zip files as they are not compatible with our system. Our fax number is XXXX and our email address is XXXX. Please reference this ID in the subject line of your email : XXXX. '' The merchant provided some false answers in their document. So I sent my response on XXXX XXXX to the citi provided email XXXX through my gmail account before the deadline XXXX XXXX. The email was received since there was no bounce back. But a week later when I called in to check the status of the dispute, I was told the response was not received and ask me to send it again. And I forward my original response to the same email and on the following day I faxed the same document through XXXX to citi fax number and the fax was successful. I called in again and I was told the response was received. On XXXX XXXX, I got the investigator 's response better stating that my response was not on time and so the dispute was closed. The fact is that I sent my response on XXXX XXXX which was on time since it is before the deadline XXXX XXXX. I sent my response on time but they did not handle it on time. But the investigator still rejected to reopen the dispute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91331
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: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/2023 my Bestbuy card from Citibank was charged {$2700.00} at Best Buy in XXXX Fl. I did not make or authorize this purchase. I contacted Best Buy and filed the transaction as fraud. I was asked if the credit card was in my possession which I replied yes. The Best Buy credit card I had was not activated. The fraudulent transaction was made via their look up method which you provide personal information to verify your account and can make a purchase without the physical card in hand. Today I receive a call from citi bank fraud department stating my claim has been denied due to me having my Best Buy card and the transaction being done via chip reader. I expressed the improbabilities since XXXX. I never made the purchase. XXXX. The card was never activated. XXXX. I have the online receipt that clearly states the transaction was made via look up. As my frustration grew from being accused of committing fraud I asked to speak to a supervisor, which I was denied and would need to wait XXXX hours to get a call back. I went to the extent to get a copy of the receipts and send them to their email. Attached youll find a copy of the fraudulent transaction which next to the dollar amount youll see the term look up. Also attaching a transaction I did with the chip reader which youll see next to the dollar amount. This is an unethical attempt to decline my claim with false information
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33144
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: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/ I received a Macy 's Statement of Account indicating that I had a balance of XXXX. I have not used this card. While I was told that nothing more was due I am troubled by the charges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91103
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: Deposits and withdrawals
Consumer Complaint: Opened a account online, everything went smooth.. started depositing money into the account and went to withdrawal from the ATM using my newly set up PIN. Called Citi Bank because I couldnt withdraw money, Citi Bank claimed they sent out and needed a verification letter since the account was opened online, was transferred to the fraud department multiple times. Attempted to just close account and get my money sent as a check but the agents would not assist me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43701
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 an account
Subissue: Company closed your account
Consumer Complaint: Around XX/XX/XXXX, my account was locked by Citibank. Subsequently, I attempted to contact them to resolve the issue. They informed me that they would need 30-60 days to close all my accounts, including my credit card. Now that the allotted time has passed, I have not received any response. When I tried calling Citibank, I was transferred between four different departments, and in the end, no one seemed to know how to resolve the issue. They only informed me that my savings account was locked but not closed. I would like to inquire about what they have been doing during this approximately 60-day period. All my other bank accounts and credit cards are linked to the Citibank account, and this situation has significantly impacted my ability to manage my credit cards.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92880
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: On XX/XX/23 I tried to do a balance transfer of {$5400.00} from my XXXX XXXXXXXX XXXX card to my Citibank card because Citibank was offering 0 % interest. To perform the transfer using the Citibank app, they obtain your credit information by scanning a photo of your credit card then issuing the payment. After a few days, I noticed the balance had not moved from my XXXX XXXX XXXXXXXX Card so I contacted Citibank to find out what happened with the transfer and they say the transfer had gone through successfully, to which I explained to them it had not so they temporarily reversed the charge while they investigated. During this time, I believed they had corrected the issue so I initiated a new transfer for {$5000.00} which went through successfully. On XX/XX/23 Citibank then reversed their decision again and recredited my card with the initial {$5400.00} transfer plus a {$270.00} balance transfer fee. I called Citibank several times speaking with different representatives who all told me that the transfer had been issued and that I had to resolve with XXXX XXXXXXXX XXXX. I then called XXXX XXXXXXXX XXXX who had no record of a balance transfer of {$5400.00} from my account. They also told me that since they have no record of the transfer on my account, they can not do anything so I called Citibank back and the representative I spoke with confirmed that the credit card number was incorrect on their end, but that payment had already been sent and that XXXX XXXXXXXX XXXX had to resolve the issue. I called XXXX XXXXXXXX XXXX back and they again told me that they could not do anything because they have no record of the transfer, and the representative offered to remain on the phone with me while I spoke with Citibank. So I called Citibank back again with the XXXX XXXX XXXX representative on the line, the Citibank representative told me that it was my problem because I had entered the account number incorrectly, which I told him was not possible because I scanned my card via the Citibank app so they had an actual photo of the card number and name on the account. The representative even suggested to me that I reach out to the person who received my funds and request them to send them back to me, to which the XXXX XXXXXXXX XXXX representative even laughed and said that's not possible for two reasons, 1 ) they don't have the information of who the funds were sent to and 2 ) even if they did, they can not provide me that information. The XXXX XXXXXXXX XXXX representative even requested that Citibank work with them to obtain the account information so they can investigate on their end and the Citibank representative told him they can not give out that information. I've filed complaints with the XXXX XXXX XXXX and the FDIC and on XX/XX/23 I did receive a call from Citibank stating they would correct the matter and I assumed it would be taken care of, but it is now XX/XX/23 and it still has not been resolved. To make matters worse, Citibank took back {$3500.00} of the successful {$5000.00} transfer on XX/XX/23 which has not been applied to my account as of today. So not only do they owe me {$5400.00} from the failed transfer, but now they also owe me {$3500.00} of the transaction they took back. All the while I am paying to have these balances on both my Citibank and XXXX XXXX XXXX credit cards. This issue also has me over my Citibank credit limit therefore Citibank is demanding a minimum payment of {$1900.00} to get my account under the credit limit. I would not be over my credit limit if they had taken care of the initial error. I want them to refund the amount they owe me plus the balance transfer fee associated to the failed {$5400.00} transfer. I also want the {$3500.00} that they took back from XXXX XXXX XXXX from the {$5000.00} transfer. This has been going on since XX/XX/23 and it is ridiculous that it has taken this long to resolve. I can't reach anyone other than their extremely unhelpful customer service representatives, who when I requested to speak to a supervisor or someone higher up, they flatly denied. If this is not resolved, I will be taking legal action.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22309
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A