Date Received: 2023-12-13
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I was notified via email that Citi credit card account has been compromised and a few unauthorized users were added to my account without my knowledge as a result multiple unauthorized charges were made. I called Citi fraud prevention and requested to open an investigation and to close my account. Citi refused to do it and issued another card that was hacked immediately. When I called the fraud department, my XXXX account that had my Citi card had unauthorized ppl added and they made multiple charges. I currently can't use my XXXX account because of the pending unauthorized charges that Citi never resolved. I called Citi and spoke to the fraud department more than 10 times with a request to close the hacked account and up to today, the account is still opened. Citi opened another account that was hacked immediately. I also received a card to my home address with someone else 's name that I did not recognize or authorize to use my card. When I kept requesting to close all my accounts with the Citi the answer is that they can't do it and I need to wait 3-5 business days. As a result, my XXXX, best buy, XXXX and XXXX accounts were hacked and unauthorized charges were made.
Company Response:
State: NY
Zip: 11214
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Dear Consumer Financial Protection Bureau, I am writing to formally file a complaint against Citibank concerning the abrupt and unexplained closure of two of my accounts, which has resulted in severe damage to my credit score and overall financial well-being. On XX/XX/2023, I was shocked to discover that both of my accounts with Citibank had been closed without any prior warning or explanation. I immediately contacted Citibank 's customer service to seek clarification on the reasons for the account closures. Unfortunately, the representatives were unable to provide a satisfactory explanation for the closure of one of my accounts, and for the second account, their sole justification was that I had been late with a payment once. When I inquired if Citibank applies the same standard uniformly, closing consumer accounts solely due to a single late payment, I was informed that this was not the case. The representative could not provide a coherent explanation for the disparate treatment, I further asked the Citibank representative if there was any possibility of reinstating the account, he stated that reinstatement was not an option and offering no reasons for this decision. The abrupt closure of both accounts has caused severe damage to my credit score and credit report, which I believe is entirely unjustified. I can't help but shake the feeling that I may have been a victim of credit discrimination, especially considering the recent class action lawsuit against Citibank for discriminating against Armenian names. This raises serious concerns about potential redlining practices and prompts the question of whether Citibank engages in discriminatory practices against individuals of other races, ethnicities, or names. I am concerned that Citibank 's actions may be in violation of several consumer protection laws, including but not limited to the Equal Credit Opportunity Act. The lack of transparency and coherent reasoning behind the account closures is not only distressing but also raises questions about Citibank 's compliance with regulatory standards.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49428
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Citi Cards is reporting negative transactions and experiences on my consumer report which goes against 15 USC 1681a ( d ) ( 2 ) ( A ) ( i ) where Congress states that reports containing information solely as to transactions or experiences between the consumer and the person making the report should be excluded from a consumer report. Citi Cards has failed to provide the proper way for me to exercise the nondisclosure option given to a consumer by 16 CFR 313.7 and 15 USC 6802. I have provided them with notice that I have opted out of them sharing my nonpublic financial information with 3rd party nonaffilates. They have ignored this notice and are in violation of the Fair Credit Reporting Act and the Privacy Act of 1974. This is a violation of my rights that are to be enforced by the CFPB according to 15 USC 3805.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37122
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: Hi my name is XXXX XXXX Somebody use my information on credit buy stuff Best buy city bank XXXX XXXX I tried to dispute but they refused... It drawning my credit score
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43147
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
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 am writing this complaint to seek assistance from the Consumer Financial Protection Bureau in informing others that Citibank provides no protection for consumers when dealing with hotels when the room you paid for months in advance is not the room you receive at check-in after seeking resolution through the Citibank Dispute Department XXXX I was disappointed to learn today that the Costo Citibank Visa fails to offer protection in such cases. On XX/XX/2023, I spoke with a Citibank representative named XXXX, who informed me that Visa and Mastercard always side with hotels in such situations because the registration card signed upon check-in is considered a contract. When I asked for documentation to support this policy, the representative could not provide it but suggested it could be available online and that I should " XXXX it. '' My contact with Citibank 's Dispute Department began on XX/XX/2023, when I submitted a dispute for {$680.00} for the XXXX XXXX XXXX XXXX The hotel should have provided the room I had initially booked on XX/XX/2023, for which I had paid a deposit of {$680.00} using my Costo Citibank Visa. ( For your review, the additional details of what happened on XX/XX/XXXX and XXXX, 2023, are outlined in the attached document. ) On XX/XX/2023, I contacted Citibank to file a dispute regarding my stay at XXXX XXXX. The bank issued a temporary credit of {$680.00} on XX/XX/2023. A few weeks later, Citibank received a response from XXXX. The hotel provided a folio and registration card in response to the dispute. However, the documents provided by XXXX XXXX did not address that the room I was given on XX/XX/XXXX, XXXX, differed from the one I had booked on XX/XX/2023. Additionally, the folio provided by the hotel falsely stated that I had stayed for two nights, which was not true. I was quick to point out in my response that the registration card is a necessary document for check-in, as guests must sign it to access their hotel room, and it has nothing to do with the fact the room I was assigned was not the room I paid for. In fact, on the afternoon of XX/XX/2023, after speaking with two XXXX employees ( XXXX and XXXX XXXX and reaching a resolution on XX/XX/XXXX. I would return the keys to the room I had been given at check-in. In exchange, I was offered food and beverage credit and a new room, which was the type of room I had initially booked. Unfortunately, a traumatic encounter with two different XXXX employees occurred later that day, which caused me to leave the hotel on the afternoon of XX/XX/2032. The folio and statement XXXX provided to Citibank are bold lies. In a detailed statement to Citibank Visa, I did not receive the room I had paid for and left the hotel on the afternoon of XX/XX/XXXX. I filed a dispute with Citibank on the evening of XX/XX/2023. After providing the details of what happened that evening by phone, the conditional credit of {$680.00}. However, a few weeks later, I received the XXXX ( the XXXX ) response to Citibank on XX/XX/2023. The letter provides a limited explanation for why the conditional credit was reversed in the XXXX 's favor on XX/XX/2023. I contacted Citibank 's Dispute Department for more information. I was told that I would need to respond in writing, provide a detailed response/ explanation, and ask for the credit to be resorted after submitting the additional details. The credit of {$680.00} was restored on XX/XX/2023. I responded to the request for more information by providing the Citibank Dispute Department additional information that included a signed XXXX letter with images of the room in question and further supporting details, including reviews of other guests that experienced the same mistreatment, website data that XXXX made changes to their website after my encounter, regarding the room types and booking options. The information I provided to XXXX clearly outlines the dishonesty and mistreatment I received from Circa to the XXXX XXXX Department. A short time later, I received a letter from XXXX stating that they had contacted the Merchant regarding the credit and XXXX would contact me if there was an issue. On XX/XX/2023, Citibank again reversed the credit of {$680.00}, finding the XXXX 's favor yet again and without explanation. I contacted Citibank on XX/XX/2023, for an explanation as to why, after all the detailed information I provided, I was still responsible for a service I did not receive. The first Citibank representative could not explain ; he could only say that it was the decision of the XXXX Department and that there was nothing more that Citibank could do for me. At this point, I asked him to speak with a supervisor. Initially, the Citibank supervisor, XXXX, could not explain why the charge was upheld in the XXXX 's favor. I asked to speak with the Dispute Investigator and was told they are only available by correspondence ; I asked for an email address. XXXX could not provide me with any information, including a contact email for the specific person handling my dispute. However, moments into the conversation, XXXX made a claim that struck me as odd. She informed me that Visa and Mastercard always side with the hotel because the registration card is a signed contract. Even if the hotel does not provide the services you paid for, if they produce a registration card, you have XXXX recourse as a consumer. She went on to state that this is XXXX and XXXX policy, and XXXX must abide by this policy. This was a policy I was unfamiliar with when I asked for that documentation. XXXX told me she didn't have it, but I could XXXX it. To be clear, I asked her again. If I sign a document expecting a specific service and the XXXX doesn't provide that service, I'm just out of luck. She apologized and said that, unfortunately, when it comes to hotels, she is afraid so. I asked her what protection I would have, and she said very little, if any ; again, I signed a contract. I have never heard of any such policy, and I have yet to be able to verify this policy that Visa and MasterCard supposedly have in writing somewhere on the internet. I selected the Costo Citibank Visa because of the supposed consumer protection. If that policy exists, what protection does Citibank offer its customers when services are not provided? According to the representative named XXXX, there is XXXX protection if a consumer signs a hotel registration card. A signature, ID, and credit card are required at the time of registration for any hotel. It was only after my husband and I got to the room that we found out the room they assigned was not the room I had reserved. I was shocked to hear that a Merchant can produce fraudulent documents and refuse to provide the service the customer has paid for, and Citibank will always find in the Merchant 's favor... I am disappointed as I believe that Costco Citibank has mistreated me again. having found out today, from a Citi Bank representative that the Costco Citibank Visa card does not provide any protection against fraudulent activity. According to Citibank, Visa, and MasterCard ignore the dishonest behavior exhibited by companies like XXXX XXXX and XXXX based on a policy that the Citibank employee I spoke with today could not locate. I want to bring to the attention of the Consumer Financial Protection Bureau that the experience I had with the staff at XXXX XXXX is not unique. Many other guests have reported similar behavior from the establishment. The issue is that guests often reserve a specific room, but upon checking in, they are given a different room from what they paid for. I have come across various online reviews where guests have expressed their frustration with the dishonesty and aggression shown by the staff at XXXX. Knowing that Citibank is willing to support fraudulent behavior based on an unwritten credit card policy is disheartening. I am disappointed that Costco Citibank offers no protection to consumers in good standing like me. It is even more concerning that representatives like XXXX disseminate unsupported claims about XXXX and XXXX. In summary, I feel let down by Costco Citibank, and I hope that the Consumer Financial Protection Bureau will investigate this issue and help end such fraudulent practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 934XX
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I purchased a XXXX XXXX using a XXXX XXXXXXXX XXXX credit card in 2019. The ATV was paid off in full, and the credit card company sent me a lien release letter and signed title so I could transfer the title into my name. Unfortunately, I lost the paperwork at some point and forgot about it. In XXXX ( XXXX ) of this year I phoned the credit card company, Citibank, and explained the situation. They agreed to send a lien release letter so I could re-title the ATV. No letter arrived. I phoned again XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Each time, I was told they will send the letter, but I never receive it. I would simply like to have the lien release letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84414
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: On XX/XX/XXXX, Citibank sent a letter to me indicating denial of a preapproved double cash mastercard application due to a filing of XXXX The one and only XXXX involving myself occurred in XX/XX/XXXX. Citibank was on the list of write offs at that time in the amount of {$1900.00}. They also indicated a " history '' of late payments, which is an outright lie. They claim one late payment in XX/XX/XXXX. Which I dispute as I have never, ever been late 30 days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/ " CBNA '' has furnished a hard inquiry on my XXXX credit report. I first sought out to resolve the issue with the " CBNA '', but there is no information on the company to ask for information. From my recollection, I have received no " firm offer of credit or insurance '' from the company listed on the dates listed nor since the dates listed nor before.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 13820
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
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/23 I applied for a Macy 's credit card to take advantage of a store sale. I paid the entire amount of the purchase using another credit card. XXXX Citi Bank purchased the account. On XX/XX/23 I received a letter from Citi Bank claiming that my account was past due. I called my local Macy 's and was able to determine that I owed {$64.00} of which {$30.00} was past due. These charges were not authorized by me. I spoke with the XXXX XXXX and was told, over the phone, that due to the dispute my account now had a XXXX balance. I was not allowed to close my account.
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: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: To whom it may concern, I ordered XXXX XXXX from XXXX on XXXX XXXX in the amount of XXXX. When I received the order all three of the boxes were empty Ive made XXXX aware of this and they instructed me to contact my bank, Citi representative for some reason denied my claim without giving me any type of reason, my understanding was that my funds and purchases were protected under fdic regulations, Im asking that someone please review this and find a solution for me because that is a large amount of money to lose
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07002
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A