Date Received: 2023-11-21
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: I used autopay and only look at my balance to pay my card off and never noticed the fees until XXXX of XXXX. In XXXX XXXX XXXX I noticed that I was being charged a monthly fee on my Best Buy Citibank Credit card for Enhanced Debt Protection for a balance that I had for purchases made in XXXX. I never signed an acknowledgment of membership for any Enhanced Debt Protection services and never have needed any product like that. I called Best Buy Citibank Credit to inquire about the charges, cancel the membership and request a refund of the charges that I had accrued. I escalated the claim as far as I could with Best Buy and I was told that I enrolled in the program in XXXX XXXX XXXX and any charges were valid. I have since found out that Citibank was found to have violated the law fro their practices in regard to enhanced debt protection products and that anyone that signed up after XX/XX/XXXX should receive a refund. However, since I did not have a balance until around XXXX I did not receive a refund. I never signed an Acknowledgment of Membership for this product and should not have been charged what I have been charged ( in excesss of {$2000.00} that I know about ). I demand a refund. Please help me resolve this matter. Respectfully, XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48104
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I applied and received a Platinum Citbank XXXX XXXX XXXX credit card last year. I never used the card and do not plan to do so, and closed the account last week. I was told by the phone representative that the annual fee would be erased and nothing more was required. However, I continued to receive daily phone calls from Citibank leaving messages saying it was about my card and when I called back, I was told they were calling " to collect a debt. '' I had to speak with three different representatives to get it cleared up. I finally spoke with someone today named " XXXX '' who confirmed the fee was erased.The first twXXXX representatives with whom I spoke claimed I still owed the fee and offered to collect it over the phone. This seems extremely shady and has altered my opinion of Citibank forever.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Problem with a company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I paid my Citibank credit card off years ago. I looked at my report on XXXX and it said I had a {$72.00} balance. I disputed it to make sure it was legit. Since my dispute, all of a sudden, the card that has been closed has been reopened and Im being charged interest. The company keeps telling me that I have been making {$25.00} automated payments from my account. When I told them that I was not, they insisted and said I am. When I gave them the last XXXX digits of my checking account number, it didnt even match what they had in front of them. This card has been paid and closed for at least XXXX yrs.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44145
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023 I initiated a bill payment to myself from my XXXX XXXX Credit Card account to my Citibank checking account. The bill payment check was for {$1400.00} and was mailed to Citibank, XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. My account was never credited for the {$1400.00} deposit. Looking at a copy of the cancelled check I received from XXXX XXXX, I can see the check was received and cashed on XX/XX/2023. The endorsement on the back of the check reads : XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX After several calls to customer service, on XX/XX/2023 I visited the Citibank branch XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX, DC XXXX and spoke with XXXX XXXX XXXX She was not able to assist me, but took my copies of the cancelled check and letter from Citibank requesting additional details about the deposit. XXXX said she would give my information to the XXXX representative, along with my documents and he would be in contact with me. On XX/XX/2023 I emailed XXXX to get a status on my missing deposit, she never answered my email or calls. I have placed more XXXX phone calls, visited the branch and placed numerous investigations ( XXXX, XXXX, XXXX ) attempting to locate my missing deposit without any resolution. I keep getting the runaround and no one will take responsibility to investigate where my {$1400.00} deposit went.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20020
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: My CD with CitiBank was closed on XX/XX/XXXX but they sent the check of the CD funds to the wrong address twice. They are not sending the check to the right address and refuse to help in this regard. A second request was created on XX/XX/XXXX and even that check was sent to wrong address. Total amount- {$5100.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89012
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I applied for a special promotion rate for a Citibank savings account that offered a 5 % interest rate for 6 months but I have not received the special rate after multiple attempts at resolution with the bank. The history of resolution attempts is as follows : XX/XX/XXXX Received letter from the OCC that the issue was not under their jurisdiction and referred me to CFBP. XX/XX/XXXX received case number from OCC email. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX filed online complaint with the OCC. It will take 2 business days to receive a case number. XX/XX/XXXX I called customer service at XXXX. Rep filed a complaint for me. XX/XX/XXXX XXXX XXXX left a voicemail. I called her back and left a voicemail. No further outreach by Citibank. XX/XX/XXXX I did not receive any further contacts from the bank. I sent XXXX, XXXX XXXX, an email to complain and gave her 1 week to resolve before a formal complaint is filed and move account to another bank. XX/XX/XXXX XXXX, XXXX, called to check on how everything was going. I gave her the history of the issue I am having with the savings account promotion and she said she will escalate to her manager who will be back on Monday. XX/XX/XXXX : I visited the branch as I did not see new rates yet and XXXX, XXXX XXXX, said it may take 30 calendar days instead due to monthly statement cycle. She has escalated to manager. XX/XX/XXXX : I visited the branch as I did not see the new rates and XXXX, XXXX XXXX, stated that it should take 10 calendar days to see new rates. XX/XX/XXXX : I Deposited {$25000.00} on top of my existing amount into my savings account. XXXX, XXXX XXXX, said that I needed to deposit {$25000.00} within 10 days to get a special rate
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10308
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: In XXXXXX/XX/2023 my account was closed down by XXXX XXXX with little to no notice or explanation as to why it was being closed. I requested over XXXX times a brief explanation of why and the bank consistently refused to provide me any explanation and I was advised they were entitled to end the business relationship with me at any given moment. I had monies in my account at the time and was told I had to wait XXXX days after investigation and if any money was owed i would receive a check in the mail. In which i just received my money back from them on XXXX XXXX. And still no explanation as to why my account was closed. I opened a new account with Citi bank in XX/XX/2023 and they have now closed my account down that was funded with over XXXX in it and advising me of the same thing XXXX XXXX said, which was I violated terms and conditions ( which I have no idea what term or what action of mine caused a violation to their terms and regulations ) and they closed my account down. And they will investigate and any money owed i will receive a check in XXXX days after investigation. I have bills to pay. We are in the biggest crisis in American history right now there is no way anyone should have to wait that long of a time frame to receive their money that was indigenously taken away from them without any warning. This is extremely unfair and something has to be done to ensure people money is not being taken and used for other gains and profits. Please accept this complaint as a formal matter of course to generate a balance and better solution to consumers as myself. This is extraordinary behavior by a both XXXX XXXX and Citi banking institutions and they deserve to be investigated and held accountable. Thank you for your time XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77407
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: I was trying to apply for a mortgage loan, and this account has been under my collection and never let my score go up. Initially, many years back someone used my name credit card to make the purchase at Macys. I knew about it later, but they told me that I do not have to pay If I didn't make those purchases. My score went very bad because of this account. I called macys asking for the information to send the payment, and they sent me a letter saying I do not have to pay. Now I want that account be removed from my collection account so I can work on making my credit score better.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17111
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: I was trying to apply for a mortgage loan, and this account has been under my collection and never let my score go up. Initially, many years back someone used my name credit card to make the purchase at Macys. I knew about it later, but they told me that I do not have to pay If I didn't make those purchases. My score went very bad because of this account. I called macys asking for the information to send the payment, and they sent me a letter saying I do not have to pay. Now I want that account be removed from my collection account so I can work on making my credit score better.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17111
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: 2023-11-20
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 missed the 60 day response window by one day for claim # XXXX ( attached ). I thought I had through XX/XX/XXXX. So I am starting a new complaint since the company 's response, which I have attached, is simply and unequivocally false. I did agree to the flex plans 5, 6, 7, and 8 as seen on my XX/XX/2023 statement and began paying them off in XXXX over a period of 6 months as proven by the subsequent monthly statements. I did not override any auto payment plan on XX/XX/2023 to result in the full repayment of my flex plans because if I had they would have all shown to have been paid in full in the next statement and not shown as having remaining balances on the subsequent statements. I did call to have the company explain to me why the {$4300.00} was added back to my balance when I requested the refund because it was set to be repaid in a 3 month repayment Citi Flex plan 6. I thought I was being double charged. They never clearly explained it to me, so I had to go to a third party to understand that it had to be added back to my balance. However, I reduced my autopay on XX/XX/XXXX by the {$4300.00} because they were trying to have me pay the full balance of {$4300.00} plus the monthly payment for flex plan 6, which was paying off the same amount of {$4300.00} over 3 months. Ultimately, I fully paid the {$4300.00} in Citi Flex plan 6 as seen on page XXXX of my XXXX statement. Starting with the XXXX statement, you can see a payment of {$1400.00} was made in XXXX, XXXX, and XXXX, resulting in a {$0.00} balance for the plan on the XXXX statement. I have attached the email from Citi stating I had paid off the plan. Then on the XXXX Statement, Citi added duplicate flex plans 10, 11, and 12, for the identical amounts as the plans 7, 8, and 9, which I had already made 4 payments, 4 payments, and 3 payments on, respectively. They completely restarted the plans to show 6 months worth of payments due. I never agreed to this and have no idea why it was done, but it is complete and blatant fraud. They are essentially stealing money from me. On the XXXX statement, they continue with the errors by applying my XXXX payment to the fraudulent Flex plans XXXX, XXXX, and XXXX. They add another fraudulent flex plan XXXX for a full 6 month term, which is for the identical amount of {$1200.00} as plan XXXX and the fraudulent plan XXXX. They also cleared the remaining principal amounts on Citi XXXX plans XXXX and XXXX and put the amounts under balance transfer offers XXXX and XXXX. They also cleared the remaining principal amount on Citi flex plan XXXX and said they moved the amount to balance transfer offer XXXX, which doesn't even show up anywhere on my statement. Again, I have NOT AGREED to any these flex plans XXXX or balance transfer offers. To reiterate from my last complaint have had multiple calls with an accounts specialist in Arizona named XXXX, but she has now stopped calling me back. They screwed up my XXXX statement so bad I can't even understand what they did or why. This has caused me great distress and anxiety that I should not have had to deal with. I've always been a customer that pays off the full monthly balance when due. They have provided no help or resolution in this matter. My balance should should never have had these fraudulent flex plans 10-14 added, and should be lower by {$5300.00}. Any funds applied toward those fraudulent plans 10-14 plans through from XXXX through XX/XX/2023 should be immediately refunded along with any interest paid as my balance has been in dispute this entire time. The fraudulent flex plans and any balance transfers should be completely cleared from my balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A