Date Received: 2023-11-27
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: My brother XXXX XXXX had a CitiCard credit card. He died on XXXX. I am the trustee of his XXXX. I reasonably canceled the card on XXXX, but at that time CitiCard did not inform me of the number of unclaimed rewards points, and did not tell me that by canceling the account, CitiCard would consider the points " forfeited. '' On XX/XX/XXXX, I spoke with a CitiCard representative about cashing out unclaimed rewards points. She requested I send them information about the account, which I did, but would not tell me the value of the unclaimed points nor about their " forfeiture : policy. I mailed them the information requested ( CitiBank Card Consumer Services XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, they sent me a letter saying the rewards points were " forfeited '' by closing the account. I wrote them an appeals letter on XX/XX/XXXX and got no response. On-line I found a CitiCard " ombudsman ( XXXX XXXX XXXX XXXX XXXX wrote to appeal the decision. It appears to be an office in XXXX. They have basically engaged in a run-around strategy of claiming they are " unable to trace the credit card number, '' which is nonsense. I suspect there are several XXXX XXXX worth of unclaimed rewards points, because my brother also had a XXXX XXXXXXXX XXXX which had that value of unclaimed rewards points. And after I canceled that account, XXXX reached out to me and sent the Trust a check. In my opinion, CitiCard is engaging in deceptive business practices to avoid cashing out those rewards points to the Trust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
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: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XXXX or so, I made a cash deposit of {$5000.00} via ATM. I then made a ACH withdraw request, asking XXXX to get the cash from the Citi account. This was because I was going to transfer the money overseas using XXXX. This would have been a much cheaper option than doing an international wire transfer. On around XX/XX/XXXX, I couldn't log into my account. I tried to reset my password, and the site told me my account was inactive. I called on XX/XX/XXXX, and Citi transferred my call to the fraud department. I told them why I made those transactions as above, and that I recognized the transactions, and they were not fraud. They only told me that the account was " in progress '' and for me to wait to the end of the week. Today XX/XX/XXXX, I called again and was told the same story. They told me they should have sent me a letter, but I have not received anything since the issue first came up around the XXXX. Citi is just keeping my money frozen with no estimates of when they will resolve.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11421
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: Fees or interest
Subissue: Problem with fees
Consumer Complaint: On or around XX/XX/XXXX, I received an email from my credit card provider, Citi, that a payment had been made on my account that covered the entire balance of the card. After a week, the balance did reflect that payment being made. I did not make that payment, I called Citi to question it and they said someone called and paid off the balance on my credit card. I did not further question this, I just assumed it was a gift. Shortly thereafter, I transferred a balance onto the card and made some purchases. After 3 weeks, the person who was allowed to mistakenly pay my credit card reversed that payment. Citi put the balance back on my card and is now making me pay anything due over the credit limit by XX/XX/ or they are going to terminate my current promotional balance and completely ruin my credit because i will be unable to make this payment. I called them and told them there is no way I could make that payment and it'd be 5 months before I could come up with that kind of money, but they did not care. They do not believe that they did anything unethical. They allowed someone else to pay off my credit card, took away my entire balance, then reapplied it all without my acknowledgement. I have no issue paying back the full amount. My issue is that Citi is now trying to charge me the entire amount over the limit due to their mistake and will not work with me on this whatsoever. This will ruin my credit due to Citi and someone person mistakenly paying the wrong credit card & them allowing it to happen in the first place.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29642
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 transaction problem
Subissue:
Consumer Complaint: I initiated a domestic wire transfer from my credit union, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX in the amount of {$82000.00}, sent to Citibank NA, XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX In a follow up call to confirm receipt of said funds on XXXX XXXX I was informed the account number provided was a DEACTIVATED account, and immediately reached out to my supplier and they informed me that I had inadvertently been given the wrong wiring instructions and to contact my credit union and have the wire transfer recalled/canceled and have the funds returned to my bank. I then contacted XXXX XXXX XXXX and they initiated a written request to Citibank on XX/XX/XXXX to recall/cancel the wire and return the funds to my account. XXXX week later I followed up with XXXX XXXX XXXX, and they said they hadn't received any response from Citibank regarding the request, I requested they initiate another request which they did, and they additionally phoned Citibank 's XXXX XXXX, and were stonewalled, refusing to acknowledge receipt of the written requests, and would not discuss anything regarding the transaction, and the funds were on hold. After several weeks of no action, on XX/XX/XXXX XXXX XXXX XXXX received an email with an attached copy of the transaction releasing the funds to another account number with no authorization from myself or my credit union, the funds had been accepted and immediately been wired outbound, but in their transaction record there was no beneficiary referred to in the transaction, showing NO REF. To date, my supplier has not received the funds, and Citibank refuses to discuss anything to do with the transaction, stating they were the beneficiary of the wire, and they operated within their rights, but will not provide any information regarding the outbound wire due to privacy laws, and after further investigation stated the case was closed and they would have no further communication with me or my credit union regarding the case. I have demanded the funds should have been returned to me via the multiple written requests submitted by my credit union to recall/cancel the initial transaction due to mistaken wiring instructions and the funds should have rightfully been returned to my credit union for me to send the funds to a proper account. Citibank was negligent in ignoring the recall/cancellation requests for several weeks, much less arbitrarily moving the funds to another account without any authorization from my bank or myself. I contend they should have immediately returned the funds to my bank when they arrived referencing the account was deactivated or closed and unable to deposit as dictated by the wiring instructions, yet they did not, and then after my bank sent multiple requests recalling/canceling the wire, yet ignored those requests as well, then after two weeks of holding the funds with no explanation to anyone diverted or released the funds to another account, and now my funds are a mystery that Citibank chooses not to address with either me or my bank and says the case is closed and will have no further communication regarding this transaction. Citibank needs to return the funds to me as they were instructed to do several times long before they elected to release the funds to a mystery account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 86301
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: My Citi bank credit cards were locked after I made a large purchase. When I called customer service they said to wait for a letter 7-10 days. That's when I was notified all my credit cards were now permanently closed down. When I logged into my account, my XXXX ThankYou points were removed and forfeited, valued at {$2300.00}. They told me this can not be reversed. I also just paid a {$95.00} annual fee 1 week prior. I tried to resolve on phone. They keep transferring me to different department and ultimately the line is so muffled from multiple transfers nothing is resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08854
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: Applied for Citi American Airlines card when purchasing a airline ticket to get a card to accumulate miles about a month ago. Card offer said I'd get XXXX miles if I spent {$2000.00} in first four months including available balance transfer at intro APR of 0 % for first 14 months with a one-time balance transfer fee of 5 % of balance. I received the card this month & activated card this morning. When I went to balance transfer option, the intro APR rate was 29.99 %. I tried an online chat that went nowhere for about 15 minutes because the Representative " XXXX '' said their systems were very slow this morning. So I called & the person kept putting me on hold to check on things & finally after about 20 minutes said they'd put in a query about it and see what would do. I said 'cancel the card ' because it just seemed a little too shady. I don't expect any additional results from this complaint but just wanted to mention it because it's so obviously & blatantly wrong.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
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: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Since my Account was close I been waiting for they send me my money back, My Account was on XX/XX/2023, and still not receive my funds, i been calling the last they say was in XX/XX/XXXX that my final check was sent the day, and now is XX/XX/XXXX i contact them again and they say still have to investigate and no body can tell me nothing where is my money
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34476
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I am resubmitting this complaint as the last complaint did not get sent to the company, and the issue has never been resolved. This is not a duplicate complaint! CITI bank closed my CITI XXXX credit card account in XX/XX/XXXX and just before that, Citi charged a {$95.00} annual fee for my CITI XXXX card for the year XX/XX/XXXX to XX/XX/XXXX on XX/XX/XXXX. CITI has sent a letter confirming that the {$95.00} annual fee will be refunded in the subsequent statement ( see attachment highlighted in yellow ), and Citi Bank has a policy to refund all annual fees if the card is closed within one month after the annual fee is charged. I have called CITI customer service several times and got confirmed by the different agents about this annual fee refund policy. I already paid this annual fee of {$95.00} from my linked XXXX XXXX account on XX/XX/XXXX. Until now almost 3 months I have not received the {$95.00} annual fee refunded to my credit card account. I have called CITI customer service many times, and each time the CITI agent promised CITI would refund the annual fee within 3-5 business days, but the refund never arrived. I think CITI should value integrity and do as you agreed on writing. Please refund the {$95.00} annual fee of my CITI XXXX card to my account immediately. Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10036
Submitted Via: Web
Date Sent: 2023-11-28
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 got a homedepot consumer credit card and never made a purchase. On XX/XX/XXXX someone charge the card for over XXXX dollars of stuff and I was not aware of it so only took notice when my statement balance was over XXXX dollars in XXXX. I filed a dispute as soon as i was aware and it was with 30 days also I filed a police report with the XXXX police department. Citi found me responsible without asking any questions of me. I called XXXX times filed supporting documents and had been told some named XXXX manually entered my card in store. I find this incompetent and it is harming my credit score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 017XX
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: 2023-11-28
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: In XXXX of XXXX, my experience with Home Depot took an unexpected turn when I received a text about an attempted charge of over {$800.00} on my card. Swiftly responding with a resounding " No, '' I immediately contacted Home Depot to ensure the charge was halted and to cancel my card for security measures. During the call, I took the opportunity to inquire about any other transactions on my card. Surprisingly, they informed me of two additional smaller charges that had gone through on the same day. I promptly asserted that these were not my transactions and requested their removal. Additionally, I sought a case number and details on how I would be updated about the ongoing investigation. Initially met with resistance, I persisted until they finally provided me with a case number. Despite my efforts, my claim faced a setback as it was denied on the grounds that the purchases were allegedly made with the card chip inserted. Puzzled, I emphasized that I had maintained possession of my card and had not set foot in a Home Depot for years. To add to the frustration, Home Depot claimed to have mailed me letters and a replacement card. Despite multiple confirmations of my mailing address, not a single letter concerning my case reached me. Now, I find myself in a perplexing situation, forced to pay for purchases I did not make, all while grappling with an exorbitant 30 % + interest rate. How this occurred remains a mystery to me, especially considering the supposed use of the card chip. It appears that these fraudsters have evolved their techniques, leaving me both bewildered and disheartened by the unfolding events. My hope is that this unfortunate experience does not happen to anyone else and that measures are taken to prevent such incidents in the future.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33130
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A