Date Received: 2023-11-17
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: XX/XX/2023 on old card - fraudulent charge card not present. I disputed. They sent me a letter saying it was removed. They cancelled that card, sent me new card I have not used AT ALL. Old charge reappeared - again disputed. Same amount, different vendor reappeared. 2nd letter saying they removed the charge. I ONLY used the Citibank Best Buy card at Beat Buy last year - all other charges are fraud. So now I have two USPS mails saying the fraud amount was removed and an email that says I am late on payment. When I saw they were still using the old account on my bill, I closed the whole account and now they are sending me the same bill under the new card they issued me. And it is not showing that the card is cancelled. And now the charges are larger because they are adding late payment fees on the account. I am afraid to log in to Citibank now because they keep moving the charge from one account to the next, The initial fraud had to be due to a Best Buy employee as the email was sent to an email address I no longer use that used to be on an OLD Best Buy account before I changed my name. All transactions I made on that card were made in person at a Best Buy Store.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 243XX
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
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: During my travels abroad, I encountered an overbilling issue at a hotel, which was duly acknowledged by the hotel staff. Subsequently, I received correspondence from the hotel extending apologies for the error, alongside a request from their banking institution for Citi Bank to intervene and rectify the situation. Regrettably, my initial claim with Citi was rejected, followed by a subsequent rejection of the second claim. I've been informed verbally that the third claim was approved ; however, as of yet, I haven't received any written confirmation from Citi. The frustration arises from the apparent reluctance of Citi to address a customer 's legitimate concern, despite clear communication from the hotel owner acknowledging the overbilling and their bank 's explicit request for Citi 's involvement. Despite possessing undeniable documentation supporting the validity of my claim for a credit, Citi continues to dismiss my credit requests, which is deeply concerning. Furthermore, the bank has informed me of their action in crediting Citi with the amount owed to me following Citi 's belated outreach to them. Yet, I find myself unable to obtain a transparent and honest response from Citi regarding the resolution status. Throughout approximately XXXX to XXXX communications, the consensus among Citi 's lower-level staff unequivocally supported the legitimacy of my claim. However, there seems to be a discrepancy between their acknowledgment and the decisions made at higher echelons, resulting in continued rejection of my claims. This persistent discrepancy is not only disconcerting but also indicative of a systemic issue within Citi, reflecting a lack of commitment to fulfilling customer promises and an apparent deficiency in oversight mechanisms.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33626
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: Have had citi bank Costco co branded card for several years, always paying off the full balance. I get a pop-up in the payment app saying that since I had been a good customer I was getting a special rate of 3.99 % till XX/XX/2024. I think sure why not. The thing they didn't make clear is that the " special rate '' has no traditional grace period, the interest starts the moment things are purchased and you are charged even if paying the card statement balance each month, so for a customer like me who pays off their card each month it means for the first time I am paying interest on this card because of the change in calculating the charge. I strongly suspect that CITI is only offering this " special offer '' to similar pay the balance of each month customers and if so it's pretty shady as it results in interest payments when they wouldn't be needed otherwise. I called CITI and they said they could /would not remove the promotion from my account and I would have to just have it till XX/XX/2024.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 982XX
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I paid my Citicard XXXX XXXX before my payment was due on XX/XX/23 via online ( my payment due date is on the XXXX of every month ). I requested for Citibank to close my account on the same day ( XX/XX/23 ). The very next day, I paid off my entire balance on XX/XX/23. Today, I received a notification of my statement and noticed that they charged me interest on XX/XX/23. When I contacted customer service, they claimed I missed a payment or that it was late! On my statement, it clearly shows that I paid on time and didn't miss my payment. Then the representative claimed I missed or was late w/my payment in XXXX. I had this card for 4 years, and I've never missed or was late with any of my payments!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07093
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXX XX/XX/XXXX I was supposed to receive XXXX from XXXX when I looked it said it was there but wasnt in my account so I called Citibank and they said they are having difficulties with deposits at that moment and I should wait XXXX days. I did and when I looked at my account it still hasnt been deposited And they are saying it has but I have not spent or saw the money it is 4 days now.. they told me I spent it when I did not I watch my money I never got it I just want my XXXXthis in any the first XXXX citi did not give me my money back. I had a problem with a merchant that did not send me my things I brought and I was not reimbursed my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11238
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Make multiple payment monthly on my citi card with no issue. Had a family emergency for which I needed to wire money. My last statement my limit was {$5000.00}. Made a {$2500.00} payment to perform the wire transfer. Once I made the payment on the XXXX of XXXX they would not let me complete the transfer and the reason they gave was because as soon as I made the payment they found it a great time to lower my limit to an arbitrary # of XXXX. Without any notice. When I called to inquire they hung up on me twice and then finally said that we decided on the XXXX to lower your limit and we sent out a notice on the XXXX. In order to stop them from basically taking my money I told my bank to stop payment and when that wouldnt work I withdrew the funds from that account. If credit card companies can operate with total impunity on their customers by lowering credit limits instantly without review than the system is completely upside down and Id rather stay in debt and take my cash off the grid. Credit is supposed to work for us not rob from us. But in the end I realize that the entire system for which our economy is based is really just a figment of imagination and can be deployed by the credit card companies however they wish.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Fact, The Fair Debt Collection Practices Act ( FDCPA ) ( 15 USC 1692 et seq. ), which became effective in XX/XX/1978, was designed to eliminate abusive, deceptive, and unfair debt collection practices. Fact, XXXX is aware and has proof that XXXX XXXX XXXX is in violation of 15 usc 1692c. Without the prior consent of the consumer given directly to the debt collector or the express permission of a court of competent jurisdiction, a debt collector may not communicate with a consumer in connection with the collection of any debt. XXXX XXXX XXXX did not receive any prior consent from me. Fact, XXXX is aware and has proof XXXX XXXX XXXX is in violation of 15 usc 1692g. Within five days after the initial communication with a consumer in connection with the collection of any debt, a debt collector shall, unless the following information is contained in the initial communication or the consumer has paid the debt, send the consumer a written notice containing a statement that unless the consumer, within thirty days after receipt of the notice, disputes the validity of the debt, or any portion thereof, the debt will be assumed to be valid by the debt collector ; Fact, XXXX is aware and has proof XXXX XXXX XXXX is in violation of 15 usc 1692d. A debt collector may not engage in any conduct the natural consequence of which is to harass, oppress, or abuse any person in connection with the collection of a debt. Without limiting the general application of the foregoing, the following conduct is a violation of this section : ( 1 ) The use or threat of use of XXXX or other criminal means to harm the physical person, reputation, or property of any person. A negative account hurts my financial reputation. Fact, XXXX is aware and has proof XXXX XXXX XXXX is in violation of 15 usc 1692 ( d ) ( 2 ). Any debt collector communicating with any person other than the consumer for the purpose of acquiring location information about the consumer shall ( 2 ) not state that such consumer owes any debt. Fact, XXXX is aware and has proof XXXX XXXX XXXX is in violation of 15 usc 1692 ( i ) ( a ) ( 2 ) ( a ). Any debt collector who brings any legal action on a debt against any consumer shall in the case of an action not described in paragraph ( 1 ), bring such action only in the judicial district or similar legal entity in which such consumer signed the contract sued upon. Fact, XXXX is aware and has proof XXXX XXXX XXXX is in violation of 15 usc 1692 ( j ) ( a ). It is unlawful to design, compile, and furnish any form knowing that such form would be used to create the false belief in a consumer that a person other than the creditor of such consumer is participating in the collection of or in an attempt to collect a debt such consumer allegedly owes such creditor, when in fact such person is not so participating. Fact, XXXX is aware and has proof XXXX XXXX XXXX is in violation of 15 usc XXXX. Except as otherwise provided by this section, any debt collector who fails to comply with any provision of this subchapter with respect to any person is liable to such person in an amount equal to the sum of ( 1 ) any actual damage sustained by such person as a result of such failure. ( 2 ) ( A ) in the case of any action by an individual, such additional damages as the court may allow, but not exceeding {$1000.00} ; or ( B ) in the case of a class action, ( i ) such amount for each named plaintiff as could be recovered under subparagraph ( A ), and ( ii ) such amount as the court may allow for all other class members, without regard to a minimum individual recovery, not to exceed the lesser of {$500000.00} or 1 per centum of the net worth of the debt collector.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I opened a XXXX XXXX XXXX ending in XXXX ) in XX/XX/XXXX with a 0 % for 24 month promotional offer. I made a purchase at that time. In XX/XX/XXXX, I called the XXXX number provided on my credit card to ask if the 0 % for 24 months was still in effect for a purchase I wanted to make. I was told by the customer service representative at XXXX credit card XXXX XXXX ) that it was still in effect and that I could still take advantage of that offer. After being told that I could still take advantage of the 0 % promotional rate, I asked if they could increase my credit limit, which they did, from $ XXXX {$7500.00}, on that same day. I told the customer service representative that I would be making two separate purchases, so Citibank would be aware that there was no fraudulent activity happening. I made the purchases, XXXX for {$2400.00} and another for {$1600.00}. I called Citibank on XX/XX/XXXX to make sure that the 0 % promotional interest rate for 24 months was applied to those purchases because I did not see it on my credit card statement. They told me that the customer service rep who gave me that information was incorrect, and that I dont have access to that promotional interest-rate. According to the supervisor, I spoke to ( XXXX on XXXX XXXX ) there is absolutely nothing they can do, and I, the consumer am left to figure out how to pay for {$4000.00} that will be coming due in the next XXXX to XXXX days. I would not have made the same purchase decisions had I known I was not able to take advantage of 0 % for 24 months. And I certainly would not have used my XXXX card for any additional purchases had I been informed correctly. It is not OK for a Citibank employee to give out mis-information to a consumer, that the consumer will then act upon, and that Citibank has no way to try to rectify the situation, and has no interest in trying to help the consumer. This is not only misleading, it is wrong.
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: 2023-11-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XX/XX/XXXX : I was notified by XXXX, employee number XXXX. XXXX no. XXXX. Online account was closed. According to them there were 4 charges made by someone that hacked the card. There is no proof because they canceled my acct so I can not verify this information. I was told that no XX/XX/XXXX I'd receive my new card by XXXX and there has been no notifications whatsoever from XXXX or XXXX regarding this issue. This means they have taken control of my money and my account, which is Fraud at this stage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92804
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Originally dated XX/XX/ ( sent via email ( w/attachments ) To whom it may concern : I am including documents related to my continued dispute of a charge for a reservation, which I had to cancel. If there are any other documents needed, please email me with instructions. If you need a doctor 's letter, explaining my physical condition as to why I cancelled, please let me know because I have a debilitating XXXX condition that has gotten worse, and can not walk without help or a wheelchair. I am XXXX XXXX XXXX and on a fixed income and have never made a hotel reservation in my life where it had to be paid up front ( always at check out at the hotel ). I was with major corporations where I travelled extensively, and never heard of this type of cancellation policy, let alone agreeing to it! I also am skeptical of something which prompted me to dispute this charge. When I checked into it on the Citi Bank website, I saw dates differing from my already planned XXXX XXXX XXXX reservations. It was for mid XXXX, which was incorrect & I thought it could be a scam, either from the hotel or XXXX... but now, mysteriously, it has disappeared from your site. I originally questioned it with my first Chacontact yet did not know I was to copy & paste the entire conversation! If you could please investigate that, I know I am not losing my memory or going crazy, for I still have excellent cognitive thinking & perception skills! Thank you for following up on this critical issue, I will await your response or any further follow-up needed. Going forward, if I make hotel reservations, I will only use XXXX, which I have used for many years and never had to pay up front but pay the hotel upon check out! If they are, in fact, affiliated with Citi Bank, I would change their policy before recommending that your customers use your travel site for points, why I used it, in the first place. I believe in excellent customer service, having had a successful career dealing with customers and I hope your company feels the same. Yours truly, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92240
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A