Date Received: 2023-12-12
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: Dear officer, Hi, I am complaining to Citibank regarding my Home Depot Consumer Credit Card. I opened the Home Depot Consumer Credit Card in XXXX. On XX/XX/XXXX, The Home Depot Credit Card Company called me and informed me of my past due balance of {$2400.00}, and I reported those transactions were unauthorized use and fraudulent purchases. I told them I had not used my Home Depot Credit Card since this year. They canceled all the amounts from my Home Depot Credit card account on XX/XX/XXXX. But on XX/XX/XXXX, Citibank put back {$2400.00} in my account and sent me a new statement in XXXX. I have contacted the XXXX XXXX Department to dispute the fraudulent charges each month since XXXX. In XXXX, when I called the XXXX XXXX Department, the representative told me all the items with those purchases were sent to my home address, but when I asked for the address, she refused to tell me. Later, I called the XXXX XXXX Department again, another representative told me an address I didnt know, I told her that since XXXX until now I only lived at XXXX different addresses which were : 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 The lady told me I could provide a copy of my driver 's license with my signature, and fax this document to XXXX. On XX/XX/XXXX, I went to the Police Office Department to file a fraud report, and I faxed a copy of my driver 's license with my signature and the receipt of the police report to the Citibank XXXX XXXX Department. Later, they sent me a notice letter telling me they reviewed that and determined that I was responsible for the charges since it wasnt enough to support my fraud claim. I tried to contact the XXXX XXXX Department many times but they told me they were not going to reopen my case but gave me the phone number of the Citi XXXX XXXX XXXX XXXX. On XX/XX/XXXX, I called the Citi XXXX XXXX XXXX, I reported what happened to me about my Home Depot Consumer Credit Card fraudulent purchase, and the lady helped me open a case for investigation. On XX/XX/XXXX, the Citi XXXX XXXX XXXX responded to me that they believed I was responsible for the transactions because my name was listed on the purchase, I indicated the card was in my possession, and a coupon was used on one of the purchases, all the ordered items were picked up in the store, and their records reflect the address on my account has never been changed. On XX/XX/XXXX, I tried to call the Citi XXXX XXXX XXXX for almost 1 hour in the morning, but nobody picked up the phone. Finally, I called the Home Depot Credit Services Department and they transferred me to the XXXX XXXX Department. I explained to them that somebody stole my credit card information and of course, they would use my name to purchase. The statement was sent to my old address, and the full account number was present on the statement bill, too. So thats why my name was listed on the purchase, and the coupon was easy to find on the statement or other advertisement. I asked them how they investigate since in XXXX they told me all the items were sent to my home address, but when I provided the documents to show that it was not my home address where the items were sent, they told me all the orders were picked up in the stores. The investigation results were totally inconsistent. However, I told them those Home Depot stores I had never been to, which were located in XXXX XXXX XXXX XXXX XXXX XXXX XXXX As a three-kids working mother, on XX/XX/XXXX, which was a weekend, I had to stay at home and take care of my kids. I told them I couldn't pick up the items in stores since I had to work from XX/XX/XXXX to XXXX. And I asked the representative when that person picked up the items in stores, was asked to provide ID or phone number to verify my identity. The representative responded she didnt know. I told her they could check the stores camera since I had never been to those places. Since the Citi XXXX XXXX XXXX responded that their records reflect the address on my account has never been changed, I told them I asked the representative to change my address from my home address to my current home address in XX/XX/XXXX after I was aware of fraudulent purchases on my account. In addition, the total amount of fraudulent purchases was {$2400.00}, of which {$810.00} was being made in the Home Depot in XXXX XXXX on XX/XX/XXXX ; {$1000.00} was charged in the Home Depot XXXXXXXX XXXX on XX/XX/XXXX ; {$17.00} was charged in the Home Depot XXXXXXXX XXXX on XX/XX/XXXX, {$310.00} & {$210.00} were charged at homedepot.com on XX/XX/XXXX, and {$13.00} was charged at homedepot.com on XX/XX/XXXX. Unfortunately, Citibank has declined my request to reopen my case to investigate and asked me to pay the fraudulent purchase charges even though I tried my best to show my account was used to make fraudulent purchases for more than half a year. I think that is not fair to me, I am the victim of credit card fraud and was told I am responsible for the charges. Citibanks investigation results were so inconsistent and confusing such as telling me all the ordered items were sent to my home address at the beginning, but changing to all the ordered items that were picked up in the store recently time. Even though when I provided my documents they only responded with simple words Based on our review, we have determined that you are responsible for the charges in question. With the information we had, it wasnt enough to support your claim and resolve the dispute in your favor. How can the rights and interests of consumers be protected? As a result, this credit fraud has disturbed my personal life for a long time and made me feel stressed and troubled. I dont want to pay for any fraudulent purchases that were unauthorized use. I believe that I am not responsible for paying any unauthorized fraudulent purchases. Thank you for your patience and understanding. Appreciate it! Happy holiday!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60608
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: I had store charge cards from XXXX and Best Buy opened up in my name without my consent. I have contacted the companies to close those accounts and have claimed that they were fraud. I had over {$2400.00} spent at best buy on that card and {$800.00} spent at XXXX in the form of gift cards from what customer service told me. I have since frozen all my credit accounts on XXXX XXXX XXXX XXXX as well as filed a police report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 542XX
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: In XXXX, XXXX, I was sent a notice that my credit limit was lowered from {$10000.00} to {$500.00}. There was no contact information given, and the reasons given were not justified. They said it was because of my credit score which is XXXX, a Very Good credit score. They also said my payments were too low which was never true, and that I missed a payment over the past year. The latter was true simply due to an oversight on my part, but I have been a customer since XXXX, and I have missed payments on occasion in the past as well. Never was I informed that my credit limit would be so severely restricted. I called to complain, and was told it would be reviewed, but I never received any further information about it, and my credit limit remains {$500.00}. Then in XXXX of XXXX, they informed me that my interest rates were going to be raised substantially only due to my credit score, which again is XXXX. My credit score has not changed significantly in years, so there is no reason this should have led to higher interest rates for me. There was again no contact information given on the notice, and when I went to the website customer support, I was told the contact information would be in the email, and they could not help me. It is clear, that those who made these decisions do not want to take responsibility because they know they are doing nothing more than scamming long time customers who pay their bills in full and on time. And because I dont use the card very much, I am being punished.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: added an authorized user to my citi bank credit card in late XXXX or early XXXX, authorized user was my son, XXXX XXXX XXXX ; the authorized user account was fee-free. he never used the card. on XX/XX/XXXX, i was charged a new annual fee of {$590.00} for my card and an additional {$170.00} fee for the authorized user. i contacted citi today to request that the authorized user card be cancelled -- my son had never used the card. i also asked that the {$170.00} fee be cancelled for the same reasons -- and that because the authorized user card was being cancelled the {$170.00} fee ( for the forthcoming year ) should be cancelled. to my astonished surprise, i was told the fee could not be refunded or cancelled! this is comparable to my being charged for a pair of shoes that i had not received and in fact had cancelled the order for those shoes, which never had been worn -- but citi saying I must pay for the shoes! Was told that while there was no charge for the authorized user fee last year, there is a {$170.00} fee for such a card this year -- effective, in my case, on XXXX XXXX, I talked with citi this morning after doing an on-line chat and was told that's the policy. also was " offered '' to switch cards from the $ XXXX {$170.00} card I have now to a {$99.00} annual fee card, with some unspecified portion of the {$770.00} i've been charged prorated to the " new '' card. that makes no sense. citi also told me I was notified of this change in a ten-page letter sent to me on XX/XX/XXXX, XXXX i asked for a duplicate copy. citi repsenative said she would email a copy to me. seems to me that such a major change in fees and charges should not be hidden in a XXXX mass mailing
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44240
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Electronic payments no longer being processed from XXXX XXXX to shop your way XXXX, unable to make eltronic payment over the phone after providing bank routing number and bank account number, told payments are not received when they were, payments sitting in processing for days while unapplied to account, mislead by customer service, Was told if I wanted to speak to an American representative I had to hang up and continue to call back back until I reach one. Then was able to be transferred to an American representative when I said my next phone call was to the consumer financial protection Bureau. Payment mailed on XX/XX/XXXX was told not received on XX/XX/XXXX I placed a stop payment on XX/XX/XXXX and issued a new check. They then posted the original payment to my account dated XX/XX/XXXX proceeded by posting a reversal due to the stop payment. I mailed a third check on XX/XX/XXXX, this time sending it certified mail. As of XX/XX/XXXX neither the 2nd or 3rd payment had been applied to my account. I called them again and was told my 2nd and 3rd payment had not been received. Then when I told them I mail the 3rd payment certified mail an I knew it was received then then told me my 2nd payment was in processing as of XX/XX/XXXX. As of today no payments have been applied to my account. I was charged interest and a late fee which they agreed to reverse.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19446
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/XXXX, I applied for, and was approved for, a Citi Custom Cash Rewards credit card which included two signup promotions and a {$3000.00} credit limit. The first promotion was to receiving XXXX Citi Rewards ThankYou Points for spending {$1500.00} on qualified purchases in the first 6 months ( by XX/XX/XXXX ). The promotional timeline for this spend bonus was effective immediately, even though the card was not shipped out until XX/XX/XXXX, did not arrive until XX/XX/XXXX, and was not activated until XX/XX/XXXX. The second promotion was an introductory period of 15 months 0.00 % APR on qualified purchases and balance transfers which was not activated until XX/XX/XXXX when I made an initial balance transfer of {$1900.00}. Since the balance transfer did not qualify for the first promotion, this meant that as of XX/XX/XXXX, I had {$1000.00} of available credit to spend towards the {$1500.00} total spend required to receive the bonus. As of XX/XX/XXXX, I still had {$230.00} worth of qualified purchases to make with my Citi Custom Cash Rewards card to receive the promotional XXXX bonus Citi Rewards ThankYou Points, which I had planned to spend on XXXX shopping. At that time, I had {$86.00} of available credit, meaning that I would have to make a payment of at least {$140.00} to have enough available credit to be able to meet the spend bonus. I made a payment of {$150.00} towards the card on the following Friday, XX/XX/XXXX, when I got paid, so that I could use the remaining balance to buy XXXX presents and qualify for the promotional bonus. Prior to this, I had made XXXX different payments to card, totaling {$630.00}, and in each case, my available credit balance was immediately adjusted to reflect the payment made. I made one payment XX/XX/XXXX, one payment on XX/XX/XXXX, two payments on XX/XX/XXXX, one payment on XX/XX/XXXX, one payment on XX/XX/XXXX, and one payment on XX/XX/XXXX. In every case, the payment was immediately applied to my available credit. The payment of {$150.00} made on XX/XX/XXXX was not immediately applied to my available credit. As of today, XX/XX/XXXX, it has still not been applied to my available credit. The {$150.00} payment appears on my Citi recent transactions as posted on XX/XX/XXXX. My bank statement confirms that the {$150.00} was withdrawn and the payment was posted on XX/XX/XXXX. I called Citi on XX/XX/XXXX to find out why my available credit has not been adjust to reflect my recent payment and they said that it could take up to 7 business days for my available credit to reflect any payments made to my account. This is a very convenient loophole for them to have up to an 11-day, interest-free loan any payment made by a customer on a Friday, while ensuring a mechanism to prevent customers from fulfilling spending requirements to qualify for promotional spend bonuses. How come it is that in every other circumstance that I applied a payment, I was permitted to immediately spend the an amount equivalent to that payment and add that to my outstanding balance, except in the case where it may require Citi to have to honor their promotional signup bonus and reward me XXXX Citi Rewards XXXX Points, equivalent to {$200.00}? I was coerced by Citi to spend {$1500.00} on purchases using their card with the false promise of a {$200.00} reward, effectively making {$1500.00} worth of goods and services cost me only {$1300.00}. I spent {$1300.00} before they pulled the rug out from underneath me, ensuring that they come out on top and net {$45.00}, while not having to give away {$200.00} worth of bonuses, and potentially having a larger balance with which to charge a high interest rate to starting XX/XX/XXXX. This is clear and deceptive, predatory lending behavior disguised as customer rewards and hiding behind fine print and vague terms that always favor the house. I want my XXXX Citi Rewards ThankYou Points, but mostly, I would like the CFPB to look into Citi 's deceptive rewards program to ensure this doesn't happen to others in the future.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23112
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: My bank account has had a consistent amount of income and fairly predictable expenditures for years now. Last week, I paid my rent through XXXX, ordered some XXXX gifts... all was fine. The next day, my cards started declining ( I have XXXX checking accounts/ debit cards and XXXX savings account with Citibank ) but I received no warning of fraudulent charges or a reason why this would be happening. I was also suddenly cut off from access to online banking so I could not even check my account balances. I called Citibank and they told me that my accounts were flagged for fraud but they didn't have a specific transaction to verify with me at the fraud department ( as is usually the case when they are skeptical of my charges ) and told me that I should wait for a letter to arrive in the mail within 10 business days that will tell me how to restore my account. The next day after that I received 2 emails that told me each of my accounts were closed due to violations of account guidelines. I immediately called Citibank to inquire about how I had violated the guidelines and what would happen to my money. They did not tell me at all how I had violated guidelines and simply kept telling me that my account would be closed within 60 days and IF Citibank determined that any of the money in the accounts were mine that they would mail me a check within 60 days after that. I asked the representative what he meant by " IF Citibank determined that any of the money in the accounts is mine '' and told him that I am the account holder, I put all the money into the account... who else 's money would it be? The man simply replied " Ma'am, if Citibank determines that any of the money in the account is yours, it will be returned to you by check within 60 days of account closure. '' I never received the letter that they originally mentioned would come with information to restore my account, my local bank manager isn't able to access my information, calling and talking to someone at CitiBank is hard because my card and account numbers are no longer recognized as a form of identification necessary to speak to the reps.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
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 purchased a service on XXXX the XXXX and I was promised a guarantee with this service. After failing to provide that I opted out to cancel this service. The merchant declined with no reason. I then reached out to CITI to file a dispute. I provided them documentation showing the guarantee. I have tried multiple times to resolve this but the merchant has no interest in solving this dispute. Thank You!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33180
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have been a Citibank member for over twenty years and have had my CitiXXXX Checking Account Since XX/XX/XXXX At the XXXX Branch. On XX/XX/XXXX I noticed that over XXXX days, money had been taken from my Citibank XXXX account - a total of {$640.00} of Fraudulent Transactions. I called Citibank XXXX and the money was provisionally credited to my account. On XX/XX/XXXX I looked at my account and the money reimbursed was taken away. On the same day I went personally to the Bank and along with the Bank Manager called the XXXX Bank accounts. On the call we were told that case number XXXX was closed. I was asked if I knew XXXX XXXX who used the money to pay {$640.00} to pay a XXXX XXXX account. I replied NO, I DO Not Know her ( XXXX XXXX ) I was asked another question Did I give my routing Number to someone I answered NO, this money was stolen from me. On the call from the Bank phone we were told there would be a new Case investigation - Case XXXX. I was given over the phone a new Case number and was told I will be notified via email. l never was. I followed up with Citibank on XX/XX/XXXX to ask about the new Case Case XXXX. I was told the Case did not exist, my case was closed. A phone number for XXXX XXXX was included for follow up, for me to call XXXX XXXX. I called XXXX XXXX and was informed they only provide information to a XXXX XXXX. On XX/XX/XXXX I asked Citibank to put a stop payment confirmation to XXXX XXXXXXXX XXXX XXXXXXXX - XXXX XXXX. This was done while on the call with CitiXXXX As of XX/XX/XXXX I have not been credited the {$640.00} to my CitiXXXX Checking account. I am waiting for that money to be reinstated. For Security purposes I have closed the old CitiXXXX Checking account ending on XXXX and opened a new CitiXXXX Checking account NO. ending in XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91016
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Today XX/XX/2023 I attempted checking my savings account through online banking and needed to be authenticated. I just recently opened the account on XX/XX/2023 by online in which I was referred to open by a bank representative telling me that it would be a faster process. So I went according to her advice and opened an account which allowed me open a savings account automatically. I then on the same day deposited {$8400.00} to the bank Teller at the bank branch XXXX XXXX XXXX XXXX , XXXX XXXX, FL XXXX. I was told that my account was accessible and that I would have to wait 7-10 business days to get my card. Unfortunately today XX/XX/2023 as I attempted to find out how to access my online bank account I was referred to the fraud department. The fraud department informed me that my account will be closing and that I have to wait 30-60 days to recover my money. I went to the branch and I spoke to a manager. The manager inform me that when speaking to the fraud department there is nothing they can do on their end to expedite me receiving my funds and that the fraud department is the only ones authorized to release my funds. Today as a consumer I was neglected by Citi Bank not giving me proper protocol and information concerning why they closed my account, also if whether I will be able to properly retrieve all exact funds back. I am writing this report to bring a paper trail of this attempt to retrieve my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33068
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A