Date Received: 2023-11-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/292023 Citibank will not give me my money which is {$870.00} out of my account. They have placed a hold on my account and will not release the funds. This is completely against the ball and theyre stating that its fraudulent and there had to do a letter by mail. This is absolutely illegal and something needs to be done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90403
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: My boyfriend and I have a joint account through Citibank and we have had this account since XX/XX/2023. As of XX/XX/2023, we were blocked from our online portal access and we now have XXXX access to our funds. We called the Citibank support line & were told by a representative that our account was being sent for closure, with no reason available to be given, and the money in our account would be sent in the form of a check in XXXX days. We informed her that there was no reason to close our account and we had confirmed all deposit questions she had, which were from our employers. We since then have had no access to any of our funds and have had reps hang up on us because they said we will receive a letter in the mail in XXXX days. We also do not have access to our online portal so we can not even see our recent deposits or transactions to confirm with the representatives. We asked to be transferred to a supervisor to resolve this issue, which we were denied. We have contact the Citibank XXXX XXXX unit and were given a case number & told to wait 15 days for an analyst to reach out to us. We arent even sure what information to provide because they will not tell us the reason for closure. No one will help us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 852XX
Submitted Via: Web
Date Sent: 2023-11-30
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: On XX/XX/XXXX, I reserved a room in XXXX in the XXXX XXXX XXXX for the night of XX/XX/XXXX for XXXX through XXXX XXXX XXXX XXXX XXXX XXXX On the XXXX of XXXX, I noticed a charge for {$240.00} on my Citicard account, so I assumed they had accidentally overcharged me as the exchange rate for XXXX was only {$140.00} ; so I entered a dispute for {$97.00}. I spent several hours and finally got through to XXXX to notify them of the mistake. On XX/XX/XXXX, another charge from XXXX XXXX XXXX was placed against my card -- for the XXXX. At this point I realized that the entire charge for {$240.00} was fraudulent. I called Citibank to notify them to cancel the whole charge. The representative at Citibank wanted to cancel my card, but I asked them not to as I was in XXXX, where I needed to use the credit card, until the end of XXXX and would have no way to get a card mailed to my residence in NY. XXXX XXXX XXXX sends emails with reservation details and reminders of upcoming checkins and payments due. I never received any notification for a {$240.00} reservation. They also have a customer dashboard that indicates all of the reservations made and cancelled. I explained these policies to Citibank and sent a photo of my dashboard that showed my entire history from XXXX to XXXX with XXXX and there was no reservation made in XXXX in an amount similar to {$240.00}. ( There is a charge from XXXX for a reservation in XXXX in XXXX that has no relevance to the XXXX fraudulent charge. ) There were XXXX reservations, XXXX cancelled, and only XXXX confirmed, which was the XXXX for XXXX XXXX XXXX I called XXXXXXXX XXXX XXXX and sent photos of my dashboard indicating no reservation for {$240.00} to the agent, who assured me that the charge would be lifted. For the past several months, I have had repeated conversations with agents at Citibank, as it was obvious XXXX was operating in full knowledge of their fraud. I also gathered from other sources that this practice of false billing is common practice with this XXXX based company. Despite their inability to uncover any evidence of my having made a reservation with XXXX for {$240.00}, and my submission of evidence to the contrary, Citibank judged the dispute settled in favor of the merchant, so Citi and the merchant get to profit from this fraud. I have been so negatively impacted by the criminal actions of XXXX that I requested that Citibank deny payment to XXXX for the XXXX charge as well ; instead, they charged for both the hotel I used ( XXXX ) and a hotel I never heard of ( {$240.00} ). I have been deleteriously impacted for six months by the injustice and waste of time spent pursuing a fair and common sense resolution to this dispute. I am attaching some of the evidence that I submitted to Citibank : 1. photo of my letter to XXXX with a screenshot of the errant charge from my citicard statement XXXX photo of the XXXX dashboard that shows my entire transaction history going back to XXXX -- no XXXX reservation for {$240.00} in XXXX XXXX the text from an email sent to Citibank, partial excerpt : XXXX charged me a total of {$380.00}, when I only booked services totaling {$140.00}. Despite registering my dispute with Citicard to include the entire fraud, and notifying the merchant repeatedly ; Citi continues to plague me with these charges in support of the scam. How do I prove a negative... to this day, my account at XXXX shows NO reservation that matches the fraudulent charge : Attached is a photograph of my dashboard with XXXX XXXX XXXXXXXX XXXX ]. The dashboard includes my entire history -- reservations made and cancelled -- with XXXX. Please notice that there is no reservation near the date of XXXX XXXX, nor in the amount of {$240.00}. There is one uncancelled charge of {$140.00} for XXXX on the XXXX of XXXX, and XXXX cancelled reservations. The next legitimate charge is from XXXX for a reservation in XXXX for {$240.00}, which was paid for in XXXX. Please return to me all of my funds that you have rewarded to these XXXX thieves. Thank you for your time and attention.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10011
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I used to live at an apartment house, address XXXX XXXX XXXX XXXX # XXXX, XXXX, CO XXXX. I moved out of there in XXXX of XXXX. A CBNA Wayfair credit card was opened in my name from a person living at this address in XXXX of XXXX. It showed up in my credit report so I called them to report it as fraud in XXXX of XXXX. They dropped the case in XXXX of XXXX and sent all correspondence to the old address. Citbank seems to take no reponsibility for issuing a credit card to a complete stranger in my name. I need this removed from my credit report and history and they will not cooperate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
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: My Best Buy credit card through Citi charged me for services without my knowledge, request or approval. i wrote them requesting they correct their error, and they are not only refusing but threatening me and charging me penalties and fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 960XX
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: 2023-11-30
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I spoke to Best Buy Credit Cards department on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX to ask if they could please restore my credit limit to what Ive had for over 2 years as I had not had a history of any late payments during the life of that account up until XX/XX/XXXX which was a Sunday on a holiday weekend and I had honestly forgotten that I had a payment due. They immediate penalized me by severely reducing my credit limit the very next day and slammed me with interest and late fees. Theyve refused to reconsider to restore my credit limit despite my clean payment history with them and my plead for them to reconsider. I understand Citibank is the issuing bank for their credit cards, I especially find it appalling that Citibank has such a predatory and punitive policy towards their customers despite Citibank having been bailed out with taxpayer dollars during the XXXX recession.
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: 2023-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: On XX/XX/2023. I called in to pay off a 3.99 % interest rate promotion before it expired on XX/XX/2023. I chose in to pay it with an agent so there would be no mix up of what I was paying instead of paying it online. The amount was figured out by the agent and the amount was told to me by the agent to pay the promotion off on that day and the agent said it was paid. I went online to pay the new balance that was not part of a promotion on my statement date to find out that the promotion was never paid out ant the interest increased from 3.99 to 27.24 %. I had three other promotions with 3.99 % and 7.99 % interest rate for the life of the balance that they chose to pay off with my payment so they could charge me 27.24 % interest for those balances also when their payments were made on the due date automatically on the due date like it always was. They intentionally misappropriated the payment to increase the interest rate on the expiring promotion. I can not explain them paying out the two lifetime interest rate plans because they were paid. I guess it was just greed all the way around! Plan XXXX was paid out 6 days early and plans XXXX, and XXXX should still be in effect with a new balance that I was prepared to pay until this. I will never pay on this account until it is corrected!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29405
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I had a perfect history with Citi Bank for several years. I never missed a payment nor did I ever have a returned payment. The company says they closed my account due to a drop in my credit score. Never did anyone ask why, but I'm curious because my XXXX XXXX, XXXX XXXX XXXX, and various other store cards didn't close my accounts. I understand Citi closed my accounts due to their own terms, but they kept almost {$1900.00} of cash rewards they I fairly earned over the year. They canceled my cards because of a credit score drop and stole my legally earned credit rewards. I want my credit card rewards valued at almost {$1900.00}, this is a straight and simple theft.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78574
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened an account with Citibank on Saturday XX/XX/XXXX and deposited {$37000.00}. Subsequently, another {$55000.00} deposit was made on XX/XX/XXXX. All these deposits were loan paybacks to me. On XX/XX/XXXX, I was notified VIA email that Citibank is having a problem with the checks that were deposited and they were closing my account. I visited the branch to understand the issue and was told by XXXX ( banker ) that I needed to call the fraud department to discuss the situation. I called the fraud department and was told that I need to have the check issuer call the fraud department to validate the checks. The check issuer of the checks called the fraud department on XX/XX/XXXX and validated all checks, and he was told that everything was cleared, no additional action was needed on our end. I called the fraud department on XX/XX/2023 to follow up and confirm that everything was clear. After spending 80 minutes on a call and merging the call with XXXX ( banker ), we were told that the fraud department investigated the situation and will be reinstating the account on Tuesday XX/XX/XXXX as Monday XX/XX/XXXX was a Holiday. I called the fraud department on XX/XX/XXXX to follow up and was told that they couldnt reinstate the account because they didnt have any notes or records from the check issuer calling in. I requested the check issuer to call in again and record the whole conversation so he can send me proof of calling. The check issuer sent me the recorded conversation with CitiBank where he verified all checks. I called the fraud department again after receiving the recording and was informed that the maker called from a number they couldnt verify. After multiple calls, on XX/XX/XXXX I decided to go in person to the branch located at : XXXX XXXX XXXX XXXX NY XXXX. The check issuer went with me and he brought his articles of incorporation along with his ID to prove his identity. We spoke to a banker representative named XXXX XXXX and she took the information and advised they would contact me within 48 hours. I never received any phone calls. Since I was not contacted, I decided to go into the branch again on XX/XX/XXXX. This time, I met with the branch manager, her name was XXXX XXXX XXXX and she told me I needed to come back with the check issuer once again along with 2 valid IDS and bank statements from his account showing the funds were taken. Once again, we came back on XX/XX/XXXX to meet XXXX XXXX and brought all of the requested documents. She told me I would get a call within 48 hours. Again, I never received a call and went back on XX/XX/XXXX to get an update, this time I was told that she could not help me and I needed to follow up with the Fraud Department as she was just " the middle person ''. I am seeking help to resolve this matter, I have exhausted every resource and followed up numerous times without any success and it seems like it would be an endless situation. I feel that I have just been robbed for {$92000.00} without any explanations whatsoever and being thrown around by CitiBank Corporation. Your immediate assistance regarding this matter would be more than greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11746
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I purchased few items from Macys online on XXXX end and XX/XX/XXXX week this year with Macys credit card that is linked with my Macys account. I returned all the items still my balance was shown as complete amount of original purchase with added fees etc even after month. I disputed and it was in my favor, but still i was shown some random amount of more {$180.00} in my account. I called macys customer service department, credit card and dispute department multiple times but didn't get much help. One of the customer service person asked me to pay {$69.00} and they will close the account. But still after paying it remained with pending balance. I have called customer service department and stayed in calls for 2hrs each time and everytime they were removing latest late fee and interest and not giving any explanation for pending amount. On Tuesday XX/XX/XXXX, I called macys and got confirmation in email that i don't owe any amount to macy 's and they told it should havXXXX XXXX balance updated in 3-4days. But now again i am getting reminder emails to pay the balance. Can you please help? It impacted my credit score. They have harassed and tortured me alot. Please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95136
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A