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: On XXXX XXXX I thought I called XXXX XXXX to ask why they changed our seats, my husband and me, to fly home. First I stayed to long waiting on line so I tried later by calling a number I found on my cell phone. When I told my questions that non XXXX XXXX which I did not know then ) they pretended that it was because I had not paid taxes and/or fees on our tickets and they could not promise to keep our seats. I. argued a lot but wanting to be sure to fly back home I paid the {$200.00} they wanted, thinking I would fix that problem with the airline when home. But that fraudulent company send me sighing to sign in a text, so naively I did. When I called XXXX XXXX back at home, they told me that I never had to pay them anything and it was not their number. So I called CITI to close my card and explain the reason. The CITI agent did not write it the way I told her, just that I did not authorized the charge. After waiting for an answer many weeks, I was told thay I would be contactetoexplain my case, they did not do it.I called again, asking for the frauddepartment, and amantook my story again. Still they charged me the {$200.00} and saying it was because I changed my story. I did not, ghe first agent just reported it wrong. It is very easy to verify if Citi was doing their job.The fraudulent company sent a email saying that they did the changes I wanted, but their names as a car rental in XXXX XXXX, where I never went and rented a car. I asked CITI t show to them a rental agreement, or what the to verifyt he fees sent to XXXX XXXX, or why the phone number on that email is not theirs, or why they also memtion XXXX registration as a false heading. The fraudulent company triedtw
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 221XX
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: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Around mid XXXX XXXX XXXX XXXX XXXX email and later a ltr. to me stating I owed a debt in the amount {$2900.00} for a credit account that was originally w/Citibank. It states this amt. was owed as of XX/XX/XXXX. I have never had an account in my lifetime w/Citibank. I disputed this account first via email, then because the company continued to contact me I sent a certified registered letter stating I officially dispute this account and indicating I have never had an account with this company and felt it could possibly be a case of identity theft. I requested XXXX to provide a copy of the original contract with Citibank showing the original signature on the contract. The company did not provide this document, only a letter showing the account summary. I pulled & printed out my credit report and there is no place on the report showing an unpaid account or balance with Citibank or any other creditor. I did receive ltr from company titled XXXX dtd XX/XX/XXXX, stating a recent cybersecuity incident involving my personal infomation was disclosed. But I have never at anytime had an account for credit card with Citibank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21244
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: My interest free period on my Jewelers reserve card through CitiBank expired in XXXX. I received a statement where my balanced jumped from around $ XXXX to $ XXXX. After calling XXXX XXXX, i was informed that of a settlement amount to clear and close my account of the previous statement balance, which was good until mid XXXX. I made this payment in XXXX, calling them to confirm receipt and that no further charges were owed. Then closing my account. One month later, i receive a statement saying I owe @ {$600.00}. Again i call them and spend @ 30 minutes on the phone, before getting credited the amount as a bank error. I subsequently received written confirmation that my account had a XXXX balance and was closed. Another month later and i receive a statement saying i am past due and owner {$60.00}. Again, another 30 minutes on the phone. However this time, because i have received credits, the customer service representative was unable to help. Through this process, the tradeline has been incorrectly reported to all 3 credit bureau as having a past due balance, adversely impacting my credit scores. My goal is to raise the issues of the banking practices of the XXXX XXXX XXXX for continuing to bill me exorbitant amounts which are not owed, for failing to resolve incorrect statements, for failing to adequetly disclose a settlement amount at the end of the interest free period and for adversely impacted my financial position ( and waiting my time ) over 3 months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60004
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Citibank NA Fraud Department placed a hard hold on my account for no reason. They refuse to service my account over the phone. I have escalated my concerns to the Citibank Executive Response Team and they also refused to assist. Since I was abroad Citibank refused to allow me access to funds. I have received several XXXX transfers from family for expenses thus not being able to access funds ( last XXXX transfer ). Citibank deliberately blocked my acces to my account. They discriminated against me because of national origin, XXXX XXXX and gender. My debit card was blocked by the fraud department over XXXX times since Ive been abroad. Ive been abroad for over 5 months. They claim they need to speak with the account holder thus being myself. I am the only authorized signer on the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50401
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: made a balance transfer of {$7000.00} from citibank to pay for XXXX XXXX XXXX transaction was confirmed by citibank that they transferred the money to XXXX XXXX on XX/XX/XXXX, XXXX but the money was never credited on my XXXX account. i made the balance transfer via citibank app online using my cellphone. when i called citibank to verify the account number from XXXX, they said they have a different last XXXX of the account from XXXX XXXX. i made calls and correction multiple times but they also insisted that they have already transferred the money to XXXX XXXX. i called XXXX XXXX but they said they can not provide any solution to the problem because it was citibank 's fault. this has been going on for months. citibank already charged me for {$7000.00}, a money i do not owe citibank coz i didnt received any money/payment for my XXXX credit card. i can no longer count how many times i called citibank to just cancel the bank transfer but they declined. they said they can not retract a money that is already sent. few days ago, a citibank account manager set a conference call with XXXX XXXX during the conversation, XXXX XXXX stated they did not received any money from citibank for my credit card in XXXX XXXX citibank kept on telling me and the XXXX XXXX representative that they have customer id number and trace id number. citibank also requested XXXX XXXX to conduct and investigation where the money go. but XXXX XXXX refused to conduct and investigation and refused to take the customer id and trace id number. i dont know what to do anymore with this situation. citibank refusing to remove the {$7000.00} that they charged me and XXXX XXXX is refusing to conduct an investigation re this matter. please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89149
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
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/2023 I booked a hotel for a stay on XX/XX/XXXX through XXXX using my Citi Card ending in XXXX for {$160.00}. I tried to cancel the reservation with XXXX within the allowed time for a full refund which is before XX/XX/XXXX and no response was provided by XXXXThis notice was sent on XX/XX/XXXX through email. I then tried calling XXXX and resolving and they could not find a record of this and then would not refund. On XX/XX/XXXX I submitted a claim to Citi to dispute this charge based on the above information. On XX/XX/XXXX Citi resolved the dispute in favor of XXXX based on information provided by XXXX not acknowledging that I tried to cancel before, only stating I called asked to refund after the cancellation date. I did not stay at the hotel, and tried cancelling before the XX/XX/XXXX date and was not able.
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: 2023-11-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
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 paid my macy 's bill of {$430.00} twice and requested a refund of the {$430.00} on XX/XX/2023. On XX/XX/XXXX, I called the customer service line to inform them that I did not receive the refund check of {$430.00}. The representative said that a new check would be sent or a refund to my account. Neither solution was instituted and there is no evidence that a check was sent or a refund to my account. I called for the third time today for the refund of {$430.00} and was told that I must wait 6 months for the XX/XX/XXXX check to expire before any further action can be taken by Macy 's credit. Further, they requested my birth date and last 4 social security number, even after I gave my account number. No supervisors would speak to me. Please help me get my {$430.00} back from Macy 's.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08002
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I was trying to close my account on the citi website. My complaint is that are deliberately making it very difficult to do so, hiding the options to do so, providing misleading information for how to do so, then forcing the consumer into a marketing/retention call. I went to the app, no ability to cancel. I went to the website, no ability to cancel. I opened the chat feature, asked to cancel, and it send me to phone support I called phone support and was put on hold for XXXX minutes. After being on hold, a person answered and asked me what i wanted, I said to close my account, and they said they had to transfer me. I asked not to be transferred and they refused. While waiting on hold I put my close account request into the chatbot again, and it said ( this time ) it could connect me to a rep. The rep connected and " reviewed '' my account, then asked the reason for my cancellation, which i told her ( didn't want to pay the annual fee ), then she told me i had to go through the voice system. Around this time, I was connected to the " account specialist '', I asked this person at least XXXX times " Please close my account '', and they would not refuse, but would not comply, instead trying to get through their retention scripts. This is abusive behavior, this is friction deliberately put into the system to discourage people from cancelling the card, and I think companies should be forced to allow cancellations to be done at least as easily as signups.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92127
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/XXXX, I made a purchase at XXXX on my Citi Double Cash card. A few days prior to making this purchase, I enrolled via Citi 's portal in an offer for cashback at that retailer as part of " Citi Merchant Offers ''. The offer was for " 8 % back when you shop with your linked card at XXXX XXXX ] and spend a minimum of {$250.00} '' and the offer expired XX/XX/XXXX. The amount I spent was approximately {$470.00} and appeared on my statement as " XXXX XXXX XXXX I waited about XXXX weeks and after seeing no statement credit for the promised 8 %, I called Citi on XX/XX/XXXX. After explaining my situation to the representative, they informed me I would need to make a " rewards dispute ''. I clarified I did not want to dispute a transaction, nor the rewards points earned, but that my issue was with a " Citi Merchant Offer ''. They insisted this was the path to take, so I did so. They said I would hear from them in about XXXX days. After waiting an additional XXXX weeks and receiving no communication, on XX/XX/XXXX I called Citi again and explained the same issue. The representative informed me there was no record of a prior " rewards dispute '' but that I needed to submit XXXX again. I insisted there was XXXX, but they said they couldn't find it. I submitted a new rewards dispute and asked for a confirmation number, but they said there was none. Frustrated, I insisted I receive some sort of confirmation before hanging up given that I had already done this once. At that point they said they had located my prior dispute but that it had not been acted on. I told them I expected a response in 14 days. Shortly thereafter I received a letter from what I assume was my initial call, indicating that the correct rewards points were issued for my purchase. This of course was not my issue despite my clear explanation in that vein. Now, a month later, I have received no follow up from my second call.
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: 2023-11-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX I was able to log into my Citibank account # XXXX to check the balance. XX/XX/XXXX, I logged in to see if a deposit was made to my account and was unable to login. I gave the company a call and I was told that my account was blocked. The customer service rep was unable to give me an answer as to why my account was being blocked so I called back the next day which was Monday a business day XX/XX/XXXX. I was told by a company rep that my account was in the process of being closed without notice of any transactions being flagged or notification of any suspicious transactions on my account. I went to the XXXX XXXX branch on XX/XX/XXXX hoping to resolve the issue the banker was just as confused and gave customer service a call. The banker was told theres nothing he could do and I would have to wait for a letter to arrive in the mail. I received a letter in the mail on XX/XX/XXXX but the letter did not detail why my account was closed and why my money was being held. I returned to the XXXX XXXX branch. The branch manager tried to resolve the issue by asking customer service if he could return my money in the form of a check to me printed out at the bank that day, but was told not to by customer service. They told him I should wait for a second letter in the mail explaining why my account was closed it can take up to 90 days. This account is primarily used for my tenants to send their rent money to might as well as Housing authority city of Los Angeles rent payments for a tenant. There are three transactions that are deposited into my account each month and the only outgoing transactions are to my mortgage at XXXX and to maintenance and utility bills. A total of XXXX transactions a month. Due to Citibank closing my account unknowingly I was unable to pay my mortgage with the money that was sent to me for that specific reason. It is unfair that my account was closed without knowledge, and with the bank holding my money without reason.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91406
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A