Date Received: 2023-12-09
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: Citi bank online payment continues to practice inaccurate information. This invovles the amount of money that is due on my credit card. I use their pay current balance option and some how the next months when my statement show a random {$700.00} to {$900.00} dollars is still due. It does this every month for the previous month no matter how I pay. It never goes away, doesnt matter if show them the math and dispute it on the phone. They always claim on the phone it doesnt show pending charges but current pending charges and thats why I dont see what I owe. They try and list pending charges and it never add up to anything close to what they claim I owe. They will go in circles trying to claim well the money must have come from before. We need to go back a month and see what that statement balance was previously. I had the same issue with XXXX and eventually through working with cfpb the next day they credited me back the over charge of around XXXX dollars. This is false billing pracitce and is completely defrauding me. Currently they claim i owe XXXX dollars but i paid off my current balance right around the due date of about XXXX XXXX dollars. There is no way to get them to admit the online billing system is falsely showing information from previous statments. If this continues I will send them a demand letter to fix it and sue them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 939XX
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Some hacked my account and withdraw money
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10475
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This complaint is directed to Citibank 's mishandling of customer 's funds without proper explanation and failing to provide a meaningful way of communication to resolve the issue. Citibank removed {$14000.00} from my checking account ending in XXXX on XX/XX/2023. The transaction was labeled as an adjustment. There was no prior communication or notification from Citibank regarding this transaction. Later, I received a letter ( attached herein ) from Citibank dated XX/XX/XXXX stating that the transaction was due to a prior error, without explaining the error itself or why I should be the one paying for the bank 's error. I called Citibank four times regarding this issue on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, but was not given a confirmed answer. People who answered the phones, including the supervisor, took guesses as to what was going on and referred to a " back office '' that handles the issue. However, I was not able to speak to anyone in this " back office. '' Thus, Citibank effectively refused to explain to me the reason for taking my money and shut the door to speaking to anyone that actually handles the matter. I am left with no choice but to complain hoping that someone would look into this matter and give my money back. Taking a step back, based on the information that I gathered during the XXXX calls, this transaction may be related to a prior check fraud claim that was closed more than 2 months ago. Citibank 's customer service essentially blamed me for not responding to their information request. However, as can be seen from below, this allegation is baseless and contradict the evidence presented here. I also personally found it offensive to be blamed in this manner. Below I lay out the facts and my observations of the check fraud claim in chronological order to show why such allegation is erroneous. On XX/XX/XXXX and XXXX, XXXX : XXXX checks were cashed from my Citibank checking account ending in XXXX ( my " old account '' ) and a total fund of {$41000.00} was deducted from this account. The checks were deposited on either XX/XX/XXXX or XX/XX/XXXX. I did not issue, I did not recognize, and I do not benefit from these XXXX checks. On XX/XX/XXXX : I called Citibank and filed a check fraud claim against these XXXX checks. I also opened a new Citibank check account ending with XXXX ( " new account '' ) and moved all my remaining funds into the new account, as advised by Citibank. The above discussed transaction on XX/XX/2023 was on the new account. On XX/XX/2023 : My old account was reimbursed with the total fund of {$41000.00} with XXXX transactions, the description for all transactions is 'returned check '. On XX/XX/2023 : I received a letter from Citibank stating that the check fraud claim was denied because the checks were returned unpaid. The letter is attached here. On XX/XX/2023, XXXX transfer funds {$41000.00} from my old account to my new account. On XX/XX/2023, I closed my old account after moving all remaining balance from my old account to new account. Citibank has put a restrain on this old account, I can not use this account anymore thus I decided to close it. On XX/XX/2023 : {$14000.00} was removed from my new account by Citibank and the transaction was labeled as an adjustment. The amount is the same as XXXX of the XXXX fraudulent checks. On XX/XX/2023 : I called customer service to inquire about the transaction for the first time, once I discovered this transaction. The customer service said this transaction was handled by the fraud department and I can only call back after the XXXX holiday. On XX/XX/2023 I called the customer service again. My line was transferred XXXX times to different divisions. Finally, I was told that Citibank sent a letter to me on XX/XX/2023 to request a statement of unauthorized use form ( " form '' ). Because I did not send back the form, my check fraud claim was denied. And because the check fraud claim was denied due to my failure to respond, they removed {$14000.00} from my new account. This explanation provided on XX/XX/XXXX is problematic for at least XXXX reasons. First, the reason for denying my check fraud claim contradicts what the XX/XX/XXXX letter states. The XX/XX/XXXX letter states that the reason is that checks are returned unpaid. Thus, the check fraud claim was actually rendered moot because the money was returned, not that I failed to provide any requested information. Second, the claim was denied 2 days after the claim was filed. 2 days is not a reasonable time period for me ( or anyone ) to even receive a letter from Citibank, let alone return what was requested in the letter. Thus, even assuming that a letter was sent out on XX/XX/XXXX requesting the form, I wouldnt have received that letter by the time Citibank rejected my claim on XX/XX/XXXX. Third, I never received this XX/XX/XXXX letter requesting the form. In fact, I suspect that Citibank never sent this XX/XX/XXXX letter out because they were able to get the money back and close the case without conducting any investigation. But now, Citibank is using my nonresponse to their XX/XX/XXXX letter as an excuse to take my money from my new account. This is unacceptable in another sense that Citibank promised me that my old and new account are totally separate. Because my old account is comprised, I specifically confirmed with them whether any suspicious activities will carry over to my new account. Without acquiescing to the allegation that I failed to respond to the letter requesting the form and solely to expedite the process, I visited a Citi branch XXXX in XXXX XXXX XXXX, XXXX, MD XXXX and obtained a copy of the form on XX/XX/2023. I have sent the form over to Citibank. On XX/XX/2023 : I received a letter dated XX/XX/2023 ( attached ) from Citibank stating that my money was removed from my account because of a prior error. The letter does not explain what and whose error it was. I called the number on the letter. But once again, the person who answered the call refers to the " back office '' that may be handling the matter. I was not offered an opportunity to speak to anyone in this " back office '' and was told to wait without any specific information regarding what was going on or when I will be contacted. In summary, Citibank took my money with no prior notification, refused to provide a meaningful communication to inquire, and blamed me for their own mistake. The only communication method I was provided is waiting for their phone call. However, this is extremely inefficient. The only time they will call me is when I was unable to answer the phone call ( e.g., in middle of a work meeting ). XXXX time I picked up the phone and ask them call me back in XXXX minutes, but of course no one called back. Every time I reach out to the customer service, I need to explain the whole situation, waiting for my line to be transferred ( potentially multiple times ), never got useful results from these lengthy phone call. Moreover, I am at XXXX weeks pregnant at the moment of filling this complaint. Given my inconvenient situation, I have asked whether they can contact my husband instead with my authorization, or send me email. They refused saying they are not allowed to send emails to clients, and I have to be the one they talk with. I don't feel secure about depositing fund in Citibank as they can withdrawal it anytime without appropriate explanations. Though I have been banking with Citi for more than 10 years, I don't feel be treated fairly when unexpected frauds happen.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20878
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: Citi bank, Opened a new card for balance transfer, was approved instantly. Card was to be sent out and about a week later, I received a text message that the card had been sent back. So I called the Citi Bank and was told they would resend it promptly, I did not receive the card. So I called back today for info, Turns out they just closed my account and never intended to send out my card. Took me 30 mins on their customer line and dealing with reps that clearly didn't speak XXXX. This is a hit on my credit report, and I never got my card and instead was offered to reapply to their garbage company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84015
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-09
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: A payoff payment was made to my Best Buy Account as of XX/XX/2023. Best Buy is claiming this payment was returned. I have supplied Checking Statements from XXXX - XX/XX/2023, which shows the payment was withdrawn from my account and never returned. Best Buy is stating the payment was returned in XXXX, yet my checking Statement for XXXX does not reflect this. I have requested documentation from Best Buy that would support that the payment was somehow returned or not made, yet they have not been able to furnish any documentation. They have harassed me, calling me every day, even on weekends to make a payment that I have already made. Which I understand they are not permitted to do. Yet they do not want to take the time to further investigate the mistake on their end. I do not owe the balance shown on the account as it has been paid since XXXX. I need my account updated to reflect a zero balance and my credit report updated accordingly. As they have sent inaccurate and misleading information to the credit bureau
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33063
Submitted Via: Web
Date Sent: 2023-12-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-09
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: This company closed my bank account for no reason, I didnt violate any bank policies or agreements and they are holding my money and are not releasing it to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33014
Submitted Via: Web
Date Sent: 2023-12-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-09
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: On XX/XX/2023 around XXXX CST a representative with Citi Bank disclosed my account information to an unauthorized 3rd party. While i was away from my phone, i received a call, my sister answered the phone for me since i was not in the same room as my phone. When my sister asked who was calling ( to leave a message for me ) the representative went into detail with my sister regarding my credit card account. There was no verification on the representative 's part on who she was speaking with, or if the person who answered the phone was me the account holder. My sister asked to speak to a manager/supervisor while informing me of what just happened. I was able to speak with a representative by the name of XXXX ID # XXXX who identified as a Escalation Specialist. When i asked for the name of the representative that disclosed my information to an unauthorized 3rd party XXXX could only give the representative 's ID # XXXX. I asked XXXX what their practices are for verifying consumers, XXXX explained that they only confirm first and last name. I expressed to XXXX my concern for the lack of verification on the initial phone call that the representative gave my account information out openly without confirming they were speaking to the correct party. XXXX apologized.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2023-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: XXXX Below is a complaint I filed with the CFPB orginally and I received an email from Citi saying, " we didn't do this. '' Case closed by the CFPB. Not even close. Besides the offenses they committed below we can now add FRAUD and BAD FAITH. I had a SIMPLE request and I called the Executive Response Team-Sound Very Important huh? Bunch no good do nothings liars. I requested copies of my original Credit Card Agreements for the Exxon Card and the Two Citi cards. I requested this because I was told repeatedly told me they did nothing wrong- no Discrimination, Defamation, Predatory Lending, Retaliation, and now Fraud and Bad Faith. I wanted them to produce the agreements where I would ever agree to be treated this way. I was told THREE times on three calls those would be sent. Then, I was told they were mailed on XXXX and to wait a couple of days. Yesterday, I received an email from the lying Executive Response Team stating these exact words : " We respectfully decline to provide the requested agreements, and then they made the point I could obtain them through Subpoena. '' ( Meaning, XXXX XXXX. ) I'm going to do so much more than that. So, they mailed them on XXXX and on XXXX I receive an email stating they respectfully refused to provide them. So which was it? Did they LIE when they told me they sent them on XXXX or did they MAGICALLY retrieve those three agreements in the billions of pieces of mail? Either way, XXXX XXXX are begging to be made an example of. I am just that guy. Do you want know why they respectfully declined to send agreements I signed or agreed to? BECAUSE THEY DON'T EXIST AND THEY KNOW IT. OUT AND OUT LIE-WHICH IN BUSINESS CONSTITUTES FRAUD AND BAD FAITH! Goody, more legal claims for me! And, what is so much fun about this, its all documented. Now, The Consumer Financial Protection Bureau states these exact words ( from their website ) - " A financial institution must submit the credit card agreement, which is defined as the written document or documents evidencing the terms of the legal obligation, or the prospective legal obligation, between a card issuer and a consumer. '' Well CFPB, time for you to do your job right this time, they refused to provide the agreements which is my legal right to possess and for them to provide. Make em do it! Complaints are in with The Attorney General, State and Federal, FTC and CFPB. CFPB- Don't you want to know why Citi thinks they can spit on their obligations to your Bureau and to me? And to you Citi, you want to fight me? Let 's do it. You picked the wrong guy. A Class will be formed within a week because if you did this to me you did to others. Let 's dance! If they are any consumers that wish to contact me and speak of any similar treatment by Citi stand apprised, I will have more information if these idiots at Citi don't do this right, I will make this my project full time and not rest until Justice is done and that looks like a Judgement against them in a Class Action Suit. XXXX XXXX XXXX XXXX Texas. That would be them Original Complaint Submitted and shown as resolved?! Who are you kidding? We received your complaint. Thank you. We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. YOUR COMPLAINT I have/had 2 Citibank credits cards, both for over the years. My payment record is perfect. I lost my job over a year ago. We were in financial trouble. I always try and maintain relationships. In XXXX fo XXXX, we had an unexpected medical problem. It was hard enough not having a job. I knew I was going to be 2 ( TWO ) days past due on my Citibank payments. I called them to give advance notice and to assure them they would get paid. On that call I was told I was a GREAT customer, never late in all these years. That there was a grace period and I didn't even need to call them. I found out in the most humiliating way Citibank lowered my available credit on BOTH cards to about {$100.00} above whaw I owed. Prior to that, I had several XXXX dollars of available credit on both cards. Not having a job meant I did most of the chores including going to the grocery store. I found out the cut my available credit because both cards were declined. Just like in the movies, a line was forming behind me. I had no other way to pay. I pleased and apologized to the store clerk and manager. They know what customer service is, they allowed me to go home, get another form of payment and get my cart to the side. Needless to say I called Citibank and asked what they did. These exact words from thier agent, " Oh from time to time we check our customers and issue credit based on several factors. '' When I held her feet to the fire and she admitted it WAS BECAUSE I CALLED AND SAID I WAS GOING TO BE TWO DAYS LATE. THE PAYMENTS HAD BEEN MADE AND CLEARED MY BANK YET SHE HAD THE NERVE TO TELL ME MY ACCOUNTS WERE DELINQUENT. I asked for a supervisor and she would not budge. I found myself begging this woman for her help in putting my available credit back to where it was. She would not. It caused my wife and I great harm and suffering. We have an Exxon/Mobile card for 40 YEARS, NEVER A LATE PAYMENT. About a week after they cut my available credit my wife called and told me she'd been to 2 company owned Exxon 's and both at the pump and inside at the register her card was declined. The card had nearly a XXXX balance. There was no risk of us going over the limit for my wife filling up her car! Of course I called Exxon furious. The agent seemed very confused and she asked me if I had two Citibank cards. I asked her why that was her business and that when I found out Citibank does Exxon 's credit cards! I asked her point blank if they closed my account. She said it appeared closed, was confused and flustered. She asked me to hold and put a supervisor on the line who told me, " there must be a problem with the card readers, your account is in good standing!? '' SHE WAS THE FIRST OF MANY LIARS I'VE HAD TO DEAL WITH. WHAT THIS AMOUNTS TO IS EXACTLY WHAT I SAID, CITIBANK PRACTICES PREDATORY LENDING, AGE DISCRIMINATION, RETALIATION AND DISHONESTY. If anyone else has experienced you should talk to your attorney or look for one to tell this too. This is so illegal, we are looking at Civil and Criminal charges. XXXX XXXX XXXX, Texas Hide full complaint
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 762XX
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I proceeded to open a checking/debit card account online with Citibank, and deposited funds into the checking account. I began to fund the Citi checking account with an initial deposit of {$3000.00} electronic transfer from my current checking account, then deposited a second transaction of another {$3000.00} for a total balance of {$6000.00} into the new Citi checking account. I registered my current large bank checking account via Citi 's website so I could transfer funding into the new Citi checking account, which Citi accepted both my current bank account as valid, and Citi accepted the deposited funds of {$6000.00} per the 2 transactions. Citi then proceeded to immediately blocked my new checking account, after they accepted the {$6000.00} deposits, and told me I am a security risk, and my account and funds are being blocked and withheld, refusing to allow me access to my already approved and deposited funds into this Citi checking account. I followed Citi 's online menu commands, and did nothing outside of their online prompts. I proceeded to call Citi numerous times over the phone, to find out why Citi accepted my deposits and then refused to allow me access to those funds, to only be constantly referred to their rude and obnoxious fraud department telling me that I am a security risk. Citi could not explain or clarifying what I was doing to be labeled such a risk where Citi was allowed to block my account and funds. I performed all these transaction per the Citi website and mobile app, only using Citi 's menu commands. Why would this labeled a security risk if I am following Citi 's procedures?? I had only a total of 4 transactions with this new Citi online checking account, 2 deposits that Citi accepted my cash deposits, and 2 attempted withdrawals from me in an attempt to gain access back to my deposited cash funds that Citi continued to block and refuse access to my approved deposited funds. See the enclosed file for copies of the online deposits/withdrawal 's that I was able to perform each time Citi blocked my transactions. It took so much effort over the phone to allow me access to my deposited cash funds. This is total abuse and discrimination for reasons Citi was unable to explain or illustrate to me what I was supposedly doing wrong. Cit has erroneously closed all of my accounts based on false accusations. All I did was perform deposits and attempted withdrawals per Citi 's website. Citi has no right to refuse me access to my deposited funds, and they should return my cash funds immediately. Citi owes me a full apology fo rthis abusive treatment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60031
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: 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 XXXX XXXX XXXX XXXX Dear XXXX, I received a copy of my credit report and am writing to dispute the following information that appears on my XXXX report. The following inquiries are unauthorized, and I ask that you delete them : Inquiry from Citibank Na., Best Buy on XX/XX/XXXX I dont recognize this lender and I dont remember authorizing them to perform a hard inquiry on my credit report. By the provisions of the Fair Credit Reporting Act, I demand that these items be investigated and removed from my report. Please remove any information that the creditor can not verify. I understand that under 15 U.S.C. Sec. 1681i ( a ), you must complete this reinvestigation within 30 days of receipt of this letter. Thank you for your time and help in this matter. Sincerely, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11208
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A