Date Received: 2023-12-07
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Citibank closed 2 store specific credit cards ( Macy 's & Best Buy ), 1 Citi Simplicity credit card and 1 Costco Visa ( Authorized user ) without any notice and 3 different agents refused to provide me with any information as to why all of my Citi cards had been closed on the same day XX/XX/2023. One agent went as far as telling me to call XXXX if I wanted more information. A second agent referred me to a letter in my document center that I was also not notified about that stated for me not to call Citi and they will not provide any additional information. I called and a second agent told me the bank decided to close all of my accounts and refused to give any additional information. I was then transferred to another agent who stated they were all closed due to fraud risk, but I have never reported any fraud on any of the credit accounts. Not a single person at Citi provided me with any additional information and then insinuated that I am the fraud risk even all of the accounts are over 10 years old, no fraud has ever been reported, there is no unusual activity, the accounts have never been past due 30 days or greater and are all current with possibly 2 returned payments between all accounts during the life of all the accounts. No one would answer any of my questions, refused to transfer me to a manager and would not document my complaint. When my mother, the primary Costco Visa account holder called, they gave her a completely different story than what was explained to me and the agent released my financial information to my mother, which completely violates my privacy. A final agent I spoke with advised me to write a letter ( attached for reference ) to Citi requesting my accounts be reopened and that would 100 % guarantee the issue would be resolved and the accounts be reopened, which left me extremely skeptical and untrustworthy of the agent and the information provided. All I have received from Citi is deception, lies, privacy invasions and complete disrespect. I have done nothing wrong, I have made all payments and I have been treated like a criminal that is not being told what the alleged reasons are. I have called Citibank multiple times, written letters as directed by customer service agents and have had escalations created internally by Citibank agents. Every single time I call no one will provide any form of legitimate response as to why this negative action against me was initiated. I received letters from Citibank for all of the accounts affected and they all provide the same fictitious reason. Due to unusual XXXX credits and withdrawal transactions, the bank has closed the account. How can the accounts be closed for unusual transactions that are impossible to perform on credit card accounts? XXXX does not support credit cards and none of the accounts had a cash limit available for withdrawals ( 2 of the 3 accounts are store specific credit cards ). I have had the accounts for almost 20 years and I have never once reported fraudulent activity on any of them, i have never disputed a single transaction and have never even attempted to conduct a cash transaction on them. How can Citibank close a 2 decades long customer relationship for fictitious reasons that do not exist, refuse to tell me what has happened and what is currently happening with my accounts and practice discriminatory business actions without any explanation or accountability. It has been more than a month that all of my accounts were unexpectedly closed with malice for no apparent, realistic or actionable reason. I have been lied to by every Citibank employee that I have interacted with during multiple phone calls. This form of deception is wrong and I do not appreciate being discriminated against after being a loyal Citibank account holder for 2 decades. I will continue to escalate and submit various complaints regarding this matter until there is a reasonable resolution for this unfair treatment. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89141
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I want these inquiries deleted I did not authorize these companies to run my credit its fraudulent
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93552
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I want these inquiries deleted I did not authorize these companies to run my credit its fraudulent
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93552
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I want these inquiries deleted I did not authorize these companies to run my credit its fraudulent
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93552
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Communication tactics
Subissue: Used obscene, profane, or other abusive language
Consumer Complaint: XXXX XXXX XXXX has called on multiple attempts, asking for a balance. I have no acknowledgment of from a former credit card company that I was told that already disappeared. This is wrong behavior and no proper bussiness.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34746
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: On XXXX of 2023 I called Macys credit card customer service because My account was frozen due to card replacement and I made a phone call to unfreeze it so I can make the payment but they took a long time to do this therefore the payment period expired and they reported a late payment in my account, balance on account was {$260.00} and minimum payment of around {$29.00}. Once account was un-frozen I resumed making payments but the merchant refuses to accept their mistake and remove late payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33020
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I opened an account with Citibank, using a check I got from a job settlement from my lawyer. Two days later my account was closed for fraud and suspicion. The company explained that the check I have is invalid. My lawyer is telling me it works fine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92570
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2023, I went to a Citibank branch in XXXX to submit a wire transfer to a business associate. Because the wire transfer was for a large amount, {$48000.00}, I decided to visit this local branch to complete the transfer to avoid any delays or restrictions. The banker who assisted me processed the transaction and gave me documents that confirmed that the funds were transferred to the recipient. They waived the wire transfer fee for me as well. XXXX minutes after I completed the transaction, I was unable to access my account so I went back to the branch where I completed the transfer and they informed me that my account has been closed without providing me with any reason. They also reversed the wire transfer so my business associate never received the funds. They informed me that they will mail a closure letter to my home. I reached out to customer service after to find out when my funds would be returned to me that was available in my account before the closure and they informed me that they will not be issuing me a check. The informed me that my remaining balance was returned to the previous company that paid me and that I would have to retrieve my funds from them which wont be available for at least 60 days from the time when they initially closed my account for no reason.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11203
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/2023, my savings account was changed to a checking account in the XXXX XXXX XXXX of Citibank and it has been impossible to obtain an online view of this checking account. Also, it took five weeks to obtain said checks because I was told that they did not have my " zip code ''. On XX/XX/2023, a visit was made to the XXXX XXXX, Illinois, branch of this bank where I was told that I needed a debit card to obtain an online account to view my checking account. On XX/XX/2023, an ATM card was sent which did not allow me to get anywhere because it was not a debit card. On XX/XX/2023, a debit card arrived and it was impossible to see my checking account online as well. This is very frustrating and causing me great XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60451
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I spent 3 hours on a chat with two representatives from Citi to understand why I had been charged interest on purchases made within my current billing cycle. To provide background, I transferred {$7000.00} at 0 % through XX/XX/XXXX on XX/XX/XXXX. This billing cycle ended on XX/XX/XXXX, with a due date of XX/XX/XXXX, and I made a {$1000.00} payment on XX/XX/XXXX. Additionally, I enrolled in a special rate offer of 3.99 % on XX/XX/XXXXXXXX through XX/XX/XXXX. During the billing cycle of XXXX I made several purchases totaling {$3000.00}. The due date for this bill is XX/XX/XXXXXXXX ( I have made {$3100.00} in payments prior to the due date ). When reviewing my bill, I noticed I was charged {$6.00} in interest. The interest is based on a balance of {$1700.00}. When chatting with a representative, XXXX, and the supervisor, XXXX, I was given different answers as to why I was charged interest. I was told I was charged interest for not paying off my balance transfer in full. I was told I was charged interest because I made a payment before the statement was generated. I was told the purchases were made before I enrolled in the special rate offer. Lastly, I was told I was charged because I took advantage of the balance transfer offer, subjecting me to interest on all purchases. It is apparent that I still don't understand why I was charged interest on {$1700.00} or what that amount represents. My questions are : 1. What is the {$1700.00} balance that was charged interest? 2. Why was I charged interest on purchases made during the billing cycle? 3. Is any of the information that was provided to me true? Being charged interest immediately upon using the card is deceptive. Additionally, I feel the supervisor did not take my concerns seriously. The information received lacked detail and was inconsistent. Furthermore, when I asked to speak to a supervisor or have a contact number to continue this conversation, I was told to call the Customer Service line to start this all over again. I've been a Citi customer for 15 years and have never been treated this way. I am appalled and disappointed. Yet the supervisor asked me to treat the service I received today as an exception! All of this is documented in a chat which I expect Citi has retained. I have screenshots of the conversation available upon request. I look forward to a response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06606
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A