Date Received: 2023-11-29
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened the account on XX/XX/2023 I funded the account on XX/XX/2023 The debit card was activated on XX/XX/2023 The account was frozen and closed without my consent on XX/XX/2023 I can not access my funds and was told it could take XXXX days for a check to be issued
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 03833
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: In XX/XX/2021 I purchased an air conditioner from Home Depot under the condition that it will be interest-free if paid in full within two year. I paid the full amount in full and within the 24 months yet I being charged {$1600.00}. Home Depot acknowledged receipt of the full amount and within the 24 months of the agreement but says that because their system only allows them information for few months only, they wont reimburse the interest. At one point I got a call from the H D and told me that they will return the charges but that I had to talk to Citibank. When eventually talk to the bank, they didnt know anything about the credit and the person who called me was no longer on the line, I have call H D over 10 times, sent many letters, including a certificate return receipt letter, but all to no avail. Please HELP me, I am a retired XXXX XXXX XXXX to whom this amount represents a fortune. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77429
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: On XX/XX/2023, I was the victim of identity theft. I learned that someone had opened a BestBuy credit card through CitiBank in my name without my authorization. This person made a single purchase at BestBuy with this new card. As soon as I learned of the purchase, I called BestBuy to report the fraud and close the account. I then called CitiBank to make the same report. I opened a fraud claim and created a PIN. I also created a fraud alert with the credit reporting agencies. I also filed an identity theft claim with the FTC, reference # XXXX. On XX/XX/XXXX, I again called BestBuy because I was still receiving emails from BestBuy about my account. I spoke with a customer care agent, and the agent " successfully sent an account closing request. '' On XX/XX/, I initiated a chat with BestBuy because I was still receiving bills and account statements. The person I chatted with assured me that the card had been cancelled and would not be sent to collections. However, I continued to receive bills from CitiBank. However, I continued to receive bills and calls from CitiBank about this debt. Whenever I answered the call, I was informed that the person calling about the debt could not access or do anything about the fraud claim. So on XXXX XXXX XXXX, I called CitiBank consumer protection. I spoke with someone named XXXX. She told me that this account showed a " confirmed active fraud claim '' and assured me that I would receive a letter in the mail to that effect. I was also told that it would not be sent to collections. One month later, the calls and letters from CitiBank continue. One week ago, I received a letter in the mail indicating that the account would be sent to collections. Feeling out of options and dismayed by CitiBank 's inability to facilitate communications between its consumer protection unit and its collection unit, I have turned to the CFPB. I continue to suffer from CitiBank 's intransigence. On XX/XX/XXXX, my credit score was XXXX. Today, it still records a " late '' debt that was due to fraud and my credit score is XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53590
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: One of the errors are late payments, under an open-ended consumer credit plan, which is against the law. The next one is security fraud. They are never credited my account for certificate of indebtedness. The company did not credit my account for dividend payment that they have made off my treasury coupon. Via Electronic Transfer Act of the interest of my coupon.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07111
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XXXX XXXX I noticed there were XXXX charges on our checking account that I had not done. They were done on days when I was in Colorado and done during times my husband was at work or had just gotten home from work. He works in XXXX, CA which is XXXX miles away from where the transactions were done. All of the transactions were done with his card. XX/XX/2023 {$82.00} XXXX XXXX XXXX, CA XX/XX/2023 {$120.00} XXXX XXXX XXXX, CA XX/XX/2023 {$120.00} XXXX XXXX XXXX, CA XX/XX/2023 {$100.00} XXXX XXXX ; XXXXXXXX XXXX, CA After Citibank denied our first REG E claim, while I was on the phone with their customer service I found XXXX more fraud transactions. I found them on XXXX XXXX. These XXXX transactions were also done on my husbands card. He was at work when those transactions went through also. XX/XX/2023 {$120.00} XXXX XXXX XXXX, CA XXXX {$120.00} XXXX XXXX XXXX, CA XX/XX/2023 {$64.00} XXXX XXXX XXXX, CA I have my husband 's time cards to prove he was at work during XXXX of the XXXX transactions and I was out of state. Citibank is claiming that because his card number was used and his pin number that it must be us. I believe they have forgotten that thieves use card readers to steal that info and make their own cards. I would just like the money returned to by bank account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92595
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: This was for my Citibank card. I had an autopay that usually pays in full but I moved across the country and had more charges than usual, so I changed that payment to {$1700.00}, an amount well over the minimum required. At least that's what I thought but I must have accidentally created another payment of {$1700.00} because two {$1700.00} payments were taken on XX/XX/2023. I spent hours calling that day and several days after to get one of the payments reversed, and even spoke with a manager who assured me it would be reversed. It was never reversed and this has had a big negative financial impact on me. This should be a simple and easy process. It should not have been difficult to reverse one of those payments. I have been a stellar cardholder for years and never missed a payment. In addition, I have continual fraud alerts with both Citibank cards I have. Every time I have to call to verify information, the process is inconsistent ( meaning they ask numerous questions that are different each time ) and it takes at least 30 minutes each time. The last time was this morning and they had to cancel my card. I told them that I don't want another one. Communication and hold/wait times are atrocious, as again, this should be a fairly simple process. I will not have a Citibank card again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 895XX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
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: In XXXX of XXXX, I opened up a Home Depot/CitiBank credit account to purchase a quartz countertop for my condo. This account/credit card was only opened up to participate in the 24 month XXXXero interest promotion that Home Depot was offering. In doing so, monthly statements were sent paperless and my payment was set on Autopay every month from my checking account. I never carried this card in my wallet, nor was it accessible to any other person at any time. It was always kept in a home safe drawer. This being the case, I did not look at my account balance, fully knowing that there were no other purchases by myself & the balance due was paid every month on auto pay & was strictly for my countertop. I did not use this card at any other time and paid off the balance of {$5900.00} for this countertop in XX/XX/XXXX. Fast Forward to XX/XX/XXXX when I finally looked at my account for final payoff & discovered that there were 3 separate charges that I did not make, or approve, in XXXX of XXXX. ( see attached statements ) These purchases were : XX/XX/XXXX = {$1100.00} - Hardware electrical & lighting XX/XX/XXXX = {$590.00} - Hardware Gift Card Mall Kitchen & Bath Fees XXXX XXXX {$2500.00} - Hardware Gift Card Mall Kitchen & Bath Fees I immediately called Home Depot credit services on XX/XX/XXXX and began the worst 6 months of harassment and support from a Credit Card company that I have ever encountered. This has caused me months of stress, duress, and most importantly has affected my outstanding credit score of XXXX. It is currently in the XXXX- ALL due to this fraud. Upon this discovery, and payoff of what my original balance for my countertop was, I canceled any further auto payment due to the fraudulent charges being the only remaining charges listed. In doing so, late/no payments for what I know to be fraudulent charges is the cause. I did not present my phone logs at the time ( didnt realize at that time that I would need to ) of the initial dispute on XX/XX/XXXX and therefore have been harassed by almost each and every customer support person I have dealt with. I have been called a liar and told that although everyone claims to have my recorded voice approving someone by the name of XXXX on 3 separate purchases, they cant prove it to me. Initially, I was told that I was called 3 times for 3 purchases ( shown above ). These purchases were NOT approved by me, nor did I receive a phone call. I was told that I was a liar by XXXX because my XXXX XXXX XXXX birth name is XXXX. He does not go by that name, he goes by his middle name and this XXXX name is only on his birth certificate. I would NEVER approve of anyone by that name knowing it would be fraud as he has no need to go to Home Depot as a college student. After gathering my phone records for those dates - XX/XX/XXXX & XXXX of XXXX and several harassing phone calls by & to Citibank and Home Depot, I finally reached a helpful security advisor named XXXX who gave me an email to send the phone logs. I also included screenshots of the only 2 phone calls whos phone numbers I did not recognize on XX/XX/XXXX or XX/XX/XXXX further showing & proving that I was never called by anyone from Home Depot asking for approval for someone to use my credit card. XXXX said someone would review these logs and get back to me asap. Explaining to her the prior conversation with XXXX, She asked me if I wanted to file/report XXXX, who was extremely rude, harassing, and called me a liar over the phone. I said yes. She was apologetic for that behavior and we ended the call. At this point, I was told by everyone I spoke with that the calls for approval were made to me on the XXXX and XXXX of XX/XX/XXXX and they could not share with me proof of this - only that it sounded like my voice. No proof to me whatsoever. Even though, I had the phone logs from my cell phone number to prove that I did not receive a legitimate call from Home Depot or CitiBank. After a month of not hearing back, I emailed twice after asking for a response. I was on my honeymoon for a month and out of the country so I couldnt call. I finally called the Home Depot Security response number once again and I spoke to someone for 25 minutes once again explaining my claim. I was then redirected to XXXX once again, who claimed to have never spoken with me before. Although I knew this was false, I did not argue that, I just wanted someone to help me. I asked if anyone had looked through my phone logs that I sent by email to XXXX, and she claimed she never saw it. I resent it again to the same email and after back and forth, she THEN changes the day & claims that the actual approval call made by Home Depot to me was actually made on XX/XX/XXXX. This NEW date was NEVER told to me before, it was always stated to be on the days the fraud charges were made on the XXXX and XXXX of XXXX, XXXX. I instantly knew someone was trying to cover this up because # 1 - why would an approval call be made to me AFTER the charges were made? I was able to right then and there prove & back this up as my phone logs that were right for her to see in the email also had XX/XX/XXXX listed- no phone call came in on that day to or from any number that I could not account for. I knew every single number listed that was on that log for XX/XX/XXXX. The discussion went nowhere except further arguing & rudeness by XXXX, so I asked for a call back from a supervisor. So now, at this point, I have been told dates for approval called to me were on a NEW date, not the original stated by all employees prior. Again, they could or would not deliver proof by letting me hear that recording. On XX/XX/XXXX I called once again since I had not received a call back and spoke with XXXX. Explaining my situation once again, he was rude and argumentative claiming this case is closed and I am at fault. I requested a call back from a supervisor knowing I would get nowhere. I was finally called back 3 days later on XX/XX/XXXX. Knowing that this was call would be coming, I answered a call at XXXX XXXX from XXXX ID # XXXX. Unfortunately after explaining this situation once again, he was instantly very argumentative and claimed for me to be at fault. He also divulged that the approval phone call came into me at XXXX XXXX on XX/XX/XXXX. The third time this story changed. Again, he could or would not deliver proof by letting me hear that recording. I told him to look at my phone log for that day proving I did not get a call at that time on that day, or any other day. I asked him why would I ever answer a phone call at that time of night and ALSO why would a security team be calling for approval in the middle of the night on a credit card AFTER purchases were made in 2 separate stores by gift cards used with my credit card? He basically called me a liar and said phone records can be altered. He then told me that emails are never accepted for proof. Why was I directed this way before? After much frustration I asked what else can I do besides SUE, he gave me this address to the XXXX. NOT ONE single CitiBank Or Home Depot support employee has ever mentioned this, EVER. He THEN proceeded to threaten me for mentioning this. I have proof of my phone logs, screenshots of the fraud/spam numbers that are the only 2 calls unaccounted for on the days. Also, the monthly statements showing the fraudulent charges were made by GIFT CARDS- which are easily accessed and used fraudulently.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
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 wooden swing from Wayfair in XXXX XXXX The swing had a one-year warranty from Wayfair. On XXXX XXXX XXXX, I sent Wayfair pictures to show that my wooden swing 's wood had rotten. I shared photos that showed my swing was under the porch and that I had purchased a cover for additional protection. After accepting the photos, Wayfair indicated that my account would be credited for the damaged swing within 5-10 business days. When I checked my Wayfair account ( Citibank ), the credit was not issued. I called Wayfair to inquire why my account had not been credited. I was informed that a credit could not be issued until the dispute I had with Citibank was resolved. I informed Wayfair that I did not have a dispute with Citibank, the Wayfair representative indicated that nothing could be done ; therefore, my Wayfair account had to be sent to an executive resolution specialist. An email from Wayfair, XXXX, executive resolution specialist, was sent to me that read, " This is in regard to your XXXX XXXX XXXX XXXX XXXX XXXX XXXX At this time, you will need to contact Citibank regarding your refund. A dispute was entered with the credit card company, and they are holding the money for the transaction. They will provide a refund to you based on the findings of that dispute. '' I called Citibank, the Citibank representative indicated " We are a bank, any refunds must come from Wayfair. '' During the conversation with Citibank, I asked for a XXXX conversation with Wayfair. Wayfair, Citibank and I discussed my refund, and I was told the same thing, that Wayfair could not do anything until the pending dispute was resolved. The Citibank representative told the Wayfair representative that there was no dispute pending. On XXXX XXXX XXXX XXXX, a Wayfair Executive Resolution Specialist finally sent an email that confirmed that the dispute that Wayfair referred to was resolved XXXX XXXX XXXX Even after the email was shared on XXXX XXXX XXXX I am still going back and forth with Wayfair and Citibank since XX/XX/XXXX, regarding my account being credited. Citibank has added interest, late fees and a negative report to my credit report. Once Wayfair credits my account and the late fees and interests are removed, my account is XXXX. I followed all instructions that were asked by Wayfair and my account still has not be addressed by Wayfair. At this time, I have no swing and I am expected to pay a bill. Please assist, I will share all emails and pictures at your request. Prior to this incident, my credit report was exceptional ; never a late payment of any kind.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 386XX
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: There are three hard inquires on my credit report of account that I have not requested to open. The requests are in my name, one has my home address and not my cell phone number and the second is on my home address or my cell phone number. I have a fraud alert on my credit file. XXXX. XXXXXXXX XXXX XXXXXXXX request on XX/XX/2023 XXXX. XXXX XXXX request on XX/XX/2023 XXXX. Citibank NA, XXXX request on XX/XX/2023 The amounts are unknown, as well as if there request has been accepted. I have called all three banks. All asked for my date of birth and SSN. There are no cards connected to this information. I received a credit report from all three credit bureaus. I have removed an unknown number and currently in the process of disputing/removing unknown names from my XXXX credit report. Lastly, I am in the process of reporting identity theft.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
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 duffle bag was purchased from the company XXXX for {$85.00} on XX/XX/XXXX, but was never sent. The company stated they would provide tracking information when the bag was shipped, they never did. The company ceased to response to all of my efforts to reach out to them. I attempted to contact them XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX with no response ever received. I filed a dispute with my credit card company, Citi Bank, on XXXX when it was clear that the merchant had no intent of providing the product I purchased. They contacted the merchant on XXXX and the merchant did not respond until XX/XX/XXXX. The dispute was resolved in the merchants favor on XX/XX/XXXX, leaving me to still pay for the unreceived product. Citi Bank never asked for any supporting documentation from me, showing that I never received the product and tried multiple times to reach out to the merchant.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77840
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A