Date Received: 2023-12-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I paid off my Citibank credit card bill of {$12000.00} this past summer in a lump sum payment. I was under the impression that the balance was at XXXX. A couple of weeks later I had an XXXX XXXX XXXX and then contracted XXXX. I was recovering and wasnt on my phone. I then finally started using my phone and was shocked when my credit score dropped over 100 points. I investigated and contacted Citibank immediately. They then reassured me that since Ive been a customer and Ive never had any late payment on my credit history they would remove the late payment and nothing would be reported to the credit bureaus. To my surprise this did not happen. They lied and thats the issue here, I was completely misled by the people who work for this company. I am still disputing this case. I have attached a copy of the letter that I sent out to them after speaking to a representative named XXXX. I just want to know why they lied and werent truthful about the process. They removed the ding on my credit score and then put it right back in XXXX? So many months after the incident in XXXX. I want them to provide the chat history and answers that the employee provided because that is the issue, I was misled.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30080
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-17
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: i made a purchase two times for gift cards, {$100.00} each time. My credit card got locked, I was sent a fraud text with a phone number to call. I called the phone number twice and was placed on hold, after long waits i hung up. On the third call I was given an automated message that said their system was down and i would have to wait 1-2 hours, at this point it was after XXXX so i did not wait and called the next morning at XXXX. I was told on the call i had to provide an alternate phone number, not the one on my account, i did not have one since i do not have alternate users on my credit card and i do not have 2 cell phones. I was told i could give them a Citibank bank account or credit card to verify, i have another citibank credit card but their system did not recognize it so they could not use that. The last resort is to mail a physical letter to my address to verify, they will not verify me in person at a Citibank establishment either. I was also told if i call back in 1 day, they could use my primary phone number to verify me, so i waited a day, when i called back after that day, they told me it is actually a 2 day wait. I have spoken to 4 representatives and 1 supervisor, all telling me that there is no other way to unlock my card. To top it off, i had to use those gift cards that i purchased and was charged for and it locked all the other gift cards i used on the purchase so that i was limited on how i could use not only the gift cards from this Citibank purchase but the gift cards i had from another purchase from another credit card. I still don't have a resolution, i have {$450.00} worth of gift cards that i purchased with Citibank and another credit card that i can no longer use but have been scratched so i cant return them. Citibank credit fraud services really messed me up, caused me days of stress and i might be out {$450.00} for a legitimate purchase that was only {$200.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98033
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I sent money to my Citi savings from my XXXX savings for 6 months. Then, I needed the money to pay cash for a house til I refinanced. Citi has a {$50000.00} monthly transfer out so I made that and then called to do verify a wire transfer for the other {$50000.00} I needed. I spent 30 minutes of the phone with a foreign representative who was hard to understand who placed me on hold multiple times. During her questions verifying me the phone call had static and I could also hear her coworkers in the background laughing and talking. Once I was finally verified she told me the transfer would go through since we close in 2 days. The next morning I wake up to check my accounts. The money wasnt transferred to XXXX so I logged onto my Citi Account and the savings account was gone. I called Citi and had another static phone call with a foreign representative who put me on hold for 20 minutes. He said my account had a security hold on it but he didnt know why and hes researching it. This is the most frustrating and scary thing Ive ever encountered. I will not ever use Citi again and I wont be using them for my credit card either. If I dont get my money back, I will be suing. Im also at risk of losing the house Im supposed to close on because theyre holding my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 362XX
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I have been a customer of XXXX for a long time and always availed and enjoyed the rewards and perks they offer through their store credit card. So I know they are good with those offers and also know how to use them. But with last two purchases, I was supposed to get extra {$10.00} and {$25.00} extra scratch off offers but they never materialized. They usually send these after 3-4 weeks so there is a significant lag before I can call and ask them. When I finally chatted with the agent, she agreed I should get them and gave me a phone number to call, I called that number XXXX ( XXXX ) XXXX ) but the agents there told me those are promotional offers and no longer active so they can't do anything about them. They are going by a script but I should have some recourse where if I did not get what was promised, I should be able to reach someone and able to resolve. But the Agent on the line said there is no supervisor that will take my call. Her number is XXXX. The two purchases I made are : XXXX. XXXX XXXX XXXX XXXX ( purchased on XX/XX/XXXX XXXX ) for {$260.00} and XXXX. XXXX XXXX XXXX XXXX ( purchased on ( XX/XX/ ) for {$130.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I sent a letter to Citibank asking them to answer my questions regarding alleged debt. I asked for DEBT VALIDATION that they did not provide. I asked for my original application, original agreement signed by both parties. I also asked for full disclosure as per TRUTH IN LENDING ACT to be made aware who is the true party of interest in the transaction. I also asked for the licensing documents proving registration at Secretary of State that proves that CITIBANK is allowed to collect on, issue or originate promissory notes. I stated that the alleged debt is in dispute and they still say that I owe without providing any documents.They provided one page with half of it being redacted. Their response was " we believe that the debt referenced whiting the subject line of this letter is valid ''. I don't accept believes. They closed my account even though I gave them valuable consideration as in my application with my signature on and they discriminated against me by denying my right to extension of credit. They also reported my private non public information to third parties without my written consent as per 15 USC 1681 ( b ). They are responsible as per the policy of 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 customer 's nonpublic personal information, as per 15 USC section 6801 ( a ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33414
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: On XX/XX/2023, I called the Citi ThankYou Service Center number at XXXX. I inquired about the ThankYou points, over {$1000.00} worth, that I accumulated were missing from my account. I was informed that the points had expired because the credit card from which I earned them was closed, and 60 days had passed. I expressed my lack of awareness regarding this policy and inquired if there was any way to restore the points ; the customer support agent told me that nothing could be done. I asked the support representative to escalate to see if they could look into the issue further and I was informed that I would hear back in about a week. I never heard back. I called the Citi ThankYou Service Center number again on XX/XX/2023, asking for an update on my case. I was informed that a case was never submitted and the issue was not looked at any further. I asked the support representative to submit a case again on the issue ; this time they claimed that they could not do so. Since they had initially agreed to submit a case in XXXX but failed to follow through, I asked them to file a complaint regarding the lack of follow-through. I requested them to provide a follow-up on the complaint, which I was told that I would hear back within one to two days. Once again, no one contacted me. Additionally, I would like to point out that the information provided about the XXXX point removal policy after account closure is inaccurate according to Citi 's own website. The Points Expiration section under the Loss of Suspension of Points on their website indicates a XXXX period. XXXX XXXX XXXX XXXX XXXX XXXX " You Close Your Citi Account or Convert Your Citi Account to an account that does not participate in the ThankYou Program. If You voluntarily close your Citi Account enrolled in the Program, or convert your Citi Account to an account that does not participate in the Program, You must use the Points within ninety ( XXXX ) days after closing or converting your account, or, if required by law, from notification of account closure or conversion, or You will lose the points that you earned with the closed or converted Card Account. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22150
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
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: XXXX I spoke with someone at the cfpb and found out the Email on file didn't match my account. I was told to resubmit with my claim number. The priests phone was hacked and I received a text asking to purchase XXXX gift cards XXXX {$100.00}. The church posted on XXXX it was fraud, a few people received it. I let my credit card company know and they are not helping me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48152
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I setup a new exxon mobil smart card credit card account in late XXXX. The objective was to enjoy virtual payments through my cell phone at gas stations. I setup reoccurring payments upon receipt of the new exxon credit card. Since I used the card only for gas, I never really thought about the account, it was a small balance credit card. Turns out, I had been setup to only pay the minimum payment amount on a re-occuring basis, something I never do when I setup automatic payments. As a result, I was charged interest every month for XXXX months in XXXX and all of XXXX the entire duration I had the card. I am certain that I setup the correct option, last statement balance. When I realized the credit card was near {$800.00} through XXXX in XX/XX/XXXX, I realized that I had not bought {$800.00} of gas that month and signed in. Turns out, exxon mobil had charged me interest every month since account inception. I complained, they ( exxon mobil credit/citi ) were rude, I paid off the balance, they waived last XXXX months of interest. Still waiting for those XXXX months to hit my account. I closed the account thereafter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28277
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I opened an account with CitiBank I believe back in XXXX. From the start of the start of this account there were issues. My normal purchases kept being flagged as fraud and required me to keep calling back to get resolved. Cut to XX/XX/XXXX, I find out that my account has been closed and that I can expect my money in 30-60days. Unfortunately this is my only account and source of income, so I go down to the branch to request a refund and they refuse. Ive proceeded to call CitiBank multiple times a week, cutting into my work to try to get a resolve. They told me that the back office who theres no way to contact is handing this and that they can escalate my case. After what feels like 90 escalations, last week they finally told me that the back office replied to them and would be sending out a check of ~ {$2400.00} and that I can expect it in 7-10 business days. I checked back a few days to see if I could get a tracking number or check number with no luck ; the lady told me to call back in 24hrs since she needs to get that number from the back office today I check in and theres no record of any check or anything and Im being put through the back and forth again. At this point XXXX is in a few days and I have no money, Im in desperate need of my refund.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11226
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
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, someone made a purchase totaling to the amount of {$2600.00} at the XXXX XXXX located on XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, in person. I called and filed a dispute immediately and also went to the store location to ask about the transaction. At this time, I hadnt received my card in the mail yet and was shocked someone used my information to make a purchase in person. The cashier said the man making the purchase had the physical card, and so he didnt ID the man in question when he made the {$2600.00} purchase. They told me to file a police report, which I did later that evening. XXXX XXXX has been investigating my case and pulled video surveillance showing a XXXX man, possibly in his XXXX, using my card without being IDd. I do not have any other authorized users on my account. The case is still pending as theyre trying to figure out who this thief is. However, I got an email on XX/XX/XXXX stating my dispute is closed and I was found responsible for the charges based on not enough evidence supplied by me. I would like to know what evidence I would need to supply, when Ive given XXXX XXXX my case number and Detective XXXX has pulled footage from XXXX XXXX security cameras showing someone who is not XXXX XXXX and was not authorized to use my card was able to make a purchase using my identity and card. I want this dispute opened back up and to not be responsible for the {$2600.00} fraudulent charges that were made on my account without my knowledge or consent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78240
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A