Date Received: 2023-12-18
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 credit card was stolen when there was a break-in in my apartment in XXXX XXXX XXXX NV on XX/XX/2023. The credit card was issued in the XXXX. It is a CITIBANK VISA credit card under Citibank N.A. bank. I already filed a case with the police and a detective is already investigating it. I contacted the credit card company on XX/XX/XXXX past XXXX XXXX, US time ( XX/XX/XXXX past XXXX XXXX, Philippine time ) to report the stolen credit card and there were already about 15 pending charges on my credit card. I received an email on XX/XX/2023 from the Citibank Fraud department in the XXXX saying that I am liable for the charges and that they won't be able to reverse the charges.They did not say in the letter what investigation they did. They just said, " We regret to inform you that since the following transaction/s occurred before the loss of the card was reported on XX/XX/203 at XXXX XXXX, we are unable to reverse the following transaction/s posted on your Citibank XXXX XXXX card in the total amount of XXXX XXXX. '' No investigation was done I believe based on their statement. They did not even say that they contacted the merchants to resolve the issue. There was no receipt/transaction or any document requested from the merchant. I called XXXX XXXX since the Citibank credit card that I have is a Visa card and the supervisor of XXXX XXXX did find in their system my Citibank Credit card account that was issued in the XXXX. I asked her about the XXXX XXXX XXXX XXXX that can be seen at XXXX XXXX XXXX She said that the issuer will be the one to explain it because it differs on each credit card issuer which I didn't get because it did not state that on their website that it would depend on the issuer of the credit card. XXXX Zero Liability is their regulation so it should be honored by all credit card issuer but apparently based on the supervisor 's statement, it sounded that the policy depended on the credit card issuer but why was that policy in their main website.
Company Response:
State: NV
Zip: 89117
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Communication tactics
Subissue: Called before 8am or after 9pm
Consumer Complaint: Over the last several months I have received repeated calls from Home Depot as early as XXXX. They leave automated voicemail continually filling up my voice-mail. When I call and text back I can't get through because the person they are calling about isn't me. I have no account information. They will not stop!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23320
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: BEST BUY DESTROYED MY CREDIT FOR {$27.00}... I had a great credit score over XXXX, a Best Buy credit card with a credit limit of $ XXXX available, that had ZERO money owed on it! Because of a perfect storm ( moving/computer hack/email hack ... resulting bank account closings/openings ) I received late charges for something I did not know I had ... causing my good credit to drop to the XXXX XXXX XXXX FACTS : -- I have since found out ( XX/XX/2023 ) that I owed {$27.00} ... that went up to {$54.00} (? ) in late fees. ( immediate payment to fix this did not go through ... because of the above perfect storm, I changed banks /cards EVEN THEIRS! and they charged it through my old bank account that they had on file ) -- I did not know it didn't go through until XXXX, and paid it again then. -- I have had $ XXXX avg in my checking account well before the issue for well over XXXX ( I can supply documents ) ... I could have paid {$27.00} at any point. -- I pay my bills on time ( see : over XXXX credit at the time ) ... and I had no idea I owed this amount. -- Looking back, I still don't believe I owed this amount in the first place. I found out that it was a jump drive for {$27.00} ... I believe I took that back, and then bought another one for {$16.00} because I didn't need that 'size '' to recapture all my files from the hack. -- I don't believe I got credit for the return. I don't have a receipt for that jump drive ( who would ) like I said, I think I returned that one in dispute anyway. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85029
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I received a pamphlet from XXXXXXXX XXXX regarding a promotion bonus. It stated that by opening a checking account with a certain amount and maintaining it for a specified period, I would be eligible for a bonus. On XX/XX/XXXX, I opened a checking account and deposited {$75000.00}. According to the agreement, I should receive a {$1000.00} bonus approximately 3 months later. However, they have not issued the bonus yet, and every time I call, they only say that they are still investigating. I just had a conversation with XXXX XXXX, and when I informed them that I would report to the Consumer Financial Protection Bureau ( CFPB ) if they didn't provide my bonus, they just forcibly closed my checking & saving accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Citi Card I recently noticed you are attempting to collect the listed alleged debt. Please be advised that I hear by dispute the validity of this alleged dept listed below in its entirety. I further, I request verification of the alleged debt, specifically, a copy of the ORGINAL PURCHASE AGREEMENT. Said agreement must with the original creditor and signed by all parties involved. I am requesting this because I have had different companies reach out to me about the same alleged debt. Amount {$7700.00} I am requesting immediate deletion of all prior reporting made to any reporting agencies. You must Cease Collections efforts until the alleged debt is validated. You must show proof that you legally own this alleged debt and it accurate and complete. Sincerely,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98201
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XXXX XXXX I initiated a wire transfer of {$6000.00} from my Citigold account to my account at XXXXXXXX XXXX XXXX XXXX XXXX XXXX. This is the partner bank to my bank in XXXX, XXXX, XXXX. I own a home in XXXX and spend the winter there. I received notification of a " fraud alert '' on the wire transfer and that it was under review for 24 to 48 hours. About 12 hours later, I received an email stating that my online access to my Citigold account was on hold. Shortly thereafter, I spoke with my wealth manager at Citigold who did an investigation. He told me that a " hard closure '' of my account had occurred and that he could not speak to the fraud unit that had closed my account. I have heard from the Citi Executive Response team that they have until the end of XXXX to distribute the funds in my account ( approximately {$13000.00} ). I have no access to my bank records or Citi credit card. I do not know what bills have been processed or what monies received. I believe the fraud alert was triggered by my initiating the wire transfer from my computer in XXXX. I understand the need to monitor these sorts of transactions. However, no one contacted me to ascertain my circumstances. I have just been victim to the bank 's algorithms. This situation has been written about in the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Frankly, this is a grotesque way to treat customers, especially one who has been with the bank for over XXXX years ( and at the elevated " Citigold '' level ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 137XX
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: This is a second complaint to the previous CFPB Complaint I filed on XX/XX/ ( Complaint XXXX ), stemming from issues going back to XX/XX/2023. I previously reported that I was the victim of fraud, where someone had stolen my physical credit card, and left a very obvious trail of fraud charges on XXXX XXXX, a service I have never, ever used as a adult ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). The thief that stole my card left a very obvious paper trail : its linked to their XXXX account, and added the card to their XXXX XXXX XXXX, which should give Citi more than enough information to determine who the thief is and what their contact information is. However, Citi has done NOTHING. To the contrary, Citi by its own omission in the response to my previous complaint, cant figure out how to report this issue as fraud without sending me a new card, which I cant receive, because I am traveling. So instead of addressing the issue, they sent a form letter to my previous complaint, and have let the issue linger, and now have the AUDACITY to report that my account is past due, putting a giant blemish on my perfect credit. Instead, they have completely locked me out of my account, so I am unable to even pay the fraudulent charges to avoid late charges. I am blocked from accessing my account online AT ALL and the CSRs that answer the phone will not assist me. I want this issue that has been going on for MONTHS resolved, the information regarding the fraudulent charges reported to the appropriate authorities, and all negative credit reporting removed IMMEDIATELY. It is astonishing that a company of this size is allowed to get away with this type of treatment of its customers. They clearly do not take the oversight of the CPFB seriously.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28205
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Other transaction problem
Subissue:
Consumer Complaint: I am a personal injury attorney in New York with a Law office at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX. I spend part of the year at my home in XXXX XXXXXXXX XXXX but all my banking and business dealings are in XXXX XXXX Starting on XXXX XXXX XXXX I started receiving calls and messages as to whether I was making wire transfers. I emphatically said No. The calls and messages were from Citibank. It turns out that my 4 Citibank bank accounts had been hacked and compromised in a very sophisticated scheme. Over the next 3 days these fraudsters wired out over {$650000.00} from all my accounts including my attorney escrow account where I was holding about {$320000.00} of clients money. This was done despite me telling the Citibank rep that I was locked out of my account and had not authorized any bank transfers. It turns out that the regular Citibank customer service number had been spoofed and the calls were diverted to the hackers. After the initial notice of wire transfers that I said were fraudulent, I got no further messages, or texts. Moreover, a Citibank Letter Dated XX/XX/2023 was sent to me indicating that due to " suspicious activity '' they were shutting down the app and access to my accounts ( which I did not have anyway since the fraudsters changed my password and I had no access to the accounts ). To my utter amazement, when I got a print-out of the wire transfers about 12 transfers were sent out from my accounts on XX/XX/XXXX at a time when the accounts were supposed to frozen or blocked. At no time did I ever make any wire transfers or approve any transfers. Every one was a fraud and Citibank made no attempt to stop when it was clearly fraudulent.
Company Response:
State: FL
Zip: 33434
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: After reviewing my credit report i must inform you that i am NOT responsible for these fraudulent inquiries. Someone stole my identity and generated fraudulent inquiries in my name. 15 U.S. Code and 1681c-2 a consumer reporting agency shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from an alleged identity theft, not later than 4 business days after the date of receipt. It has been 30 days and you are in violation of this law because I am a victim of identity theft! Please delete these items IMMEDIATELY! These inquiries should not be furnished on my consumer report as they are in VIOLATION!!! Under, 15 U.S Code 1681b- Permissible purposes of consumer reports ( a ) IN GENERAL Subject to subsection ( c ) any consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( 2 ) in accordance with the WRITTEN CONSENT to report anything on my consumer report which violates my rights as a federal protected consumer. NO CONSENT IS IDENTITY THEFT. As a consumer I am demanding the deletion of the unauthorized inquiries listed IMMEDIATELY! I have already notified the Federal Trade Commission by completing an identity theft report and I have included a copy for your review.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89139
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX XXXX XXXX ( spouse, joint account ) received email from Citibank Costco credit card. Wanted to review recent suspicious activity. Responded to email and also called the bank. Card was cancelled. XX/XX/XXXX XXXX received call from a Citibank number XXXX. Person on phone identified himself as an employee from Citibank fraud dept and was on a recorded line. During conversation he mentioned XXXX at Citibank for XXXX years. He needed the code to stop the fraudulent activity that was associated with account. Code was given and stated our account would not be accessible until XXXX the next morning. On XX/XX/XXXX XXXX discovered all XXXX accounts ( business checking, personal checking, and savings ) were depleted, a total of {$130000.00}, plus fees ). The money was wired to XXXX different accounts under XXXX names. These transactions were made without our knowledge. Citibank allowed all our money to be suspiciously transferred without an alert or notification to us. XXXX has been with Citibank for XXXX years. This activity was not normal for us should have been recognized and the fraud stopped immediately. We are distraught.
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: 2023-12-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A