Date Received: 2023-11-16
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: 1 ) Dispute with Citibank Disputes : Case # XXXX XXXX XXXX ) Complaint against merchant known as Guest Reservations/ cci guest services XXXX or XXXX The facts are as follows : On XX/XX/XXXX I went online to what I thought was the reservation website for the XXXX XXXX in New York XXXX to check in on XX/XX/XXXX for XXXX night to visit my son and grandson. The charge for the room was quoted as {$550.00}. I charged the room to my Citi Advantage Platinum Select card ending in XXXX but after the situation with the merchant I cancelled that card and was issued a new card ending in XXXX because I did not trust them and was worried about my card being compromised. A few minutes after my credit card was charged I received a confirmation stating I had been charged a total of {$840.00} significantly higher than the initial quote of {$550.00} the higher amount included {$280.00} for what was described as Tax Recovery Charges. So to summarize so far, I had made the hotel reservation through a third party website who had deceived me into believing they were the hotels official website. In addition, a non-cancellation policy was added, but not until after my credit charge was charged. As I mentioned the charges were significantly higher than initially presented due to the undisclosed Tax Recovery Charges. I contacted the merchant the next day to cancel with them as I had been misled and overcharged and wanted to book directly with the hotel which was my original intention. The merchant only offered me a partial refund of {$200.00} which still left me short of the amount of {$640.00}. As a basis of fair comparison, when I made the reservation directly with the hotel, the same room was XXXX plus {$82.00} taxes for a total of {$600.00} with just a XXXX hour cancellation policy compared with the merchants room rate of {$550.00} plus taxes of {$280.00} for a total of {$840.00} with a non-cancellation policy. No hotel reservation that I have ever made has such a non- cancellation policy without giving a full cancellation refund at least a few weeks ahead of the check in date, and I cancelled the next day after realizing I hadnt booked directly with the hotel. If I had not been deceived, I would have never made the reservation with the merchant and would never have agreed to such a non-cancellation policy had I been aware of it before I gave my card. I believe my account is corroborated by a similar complaint to mine on a Trip Advisor review stating the following : This company is completely unethical. They are extremely deceptive and lure customers into thinking they are booking directly through the hotel. To conclude : I would like to lodge a complaint against the business practices of Guest Reservations/ XXXX guest services XXXX or XXXX Regarding Citibank, I contacted their Disputes department : XXXX Case # XXXX I gave them all the information and they initially credited my account with the {$640.00} They then rescinded the credit after the merchant contacted them. I responded to them by saying I was disappointed and dissatisfied with the reversal of my credit based on the information provided by the merchant not addressing the deceptive practices and lack of transparency in their booking process I would appreciate you reviewing first my complaint against the business practices of the merchant and second -the fact that Citibank should reinstate the {$640.00} credit to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33160
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
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 a fraudulent charge was made on my Citi XXXX card and I immediately notified them. There was a notification of a charge on XXXX on XXXX that I declined but there were 2 other charges that happened that I did not get an alert so could not decline. The next day I spoke to fraud department and and in the conversation I mentioned I still have the card which was a mistake on my part as I was referring another and not the one the fraud occurred that I had. I got a call from them asking me to open a police case which I did and gave that info back to them. When I followed back with them a week post that they said they have closed the case because I said I had the card. I corrected and they said they will reopen ( called twice and same answer ) but it did not and no communication from then on. Had a similar fraud happen on my XXXX XXXX same day and they refunded. The investigator did not which was surprising and against what Citi says on protecting their customers
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30041
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: Citibank issued XXXX credits cards for Home Depot and Best Buy with purchases without my consent or knowledge. Cards received in the mail. XXXX XXXX sent letter requesting additional information. Why Citibank did not do the same
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85286
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I disputed XXXX XXXX charge to Citibank Visa. As a result, Citibank Visa deactivated & discontinued XXXX card ( ending # XXXX ). However, XXXX Payment Support Staffs insisted that I gave XXXX # even though I had said 4 or 5 times that I no longer had the card ( I shredded the card ) Citibank Visa XXXX XXXX told me that XXXX # can not be released over the phone. So I requested to release the card XXXX in mail. Again XXXX XXXX XXXX XXXX XXXX in purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91768
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I hope this letter finds you well. I am writing to express my gratitude for your prompt attention to my previous inquiry regarding the late payments on my accounts. I am pleased to acknowledge that the late payment entries have been corrected, and I want to thank you for your diligence in resolving this matter. Your swift action in rectifying the reporting errors is greatly appreciated. I understand the importance of accurate credit reporting, and I am relieved that my credit history now reflects the correct information. Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact me or XXXX XXXX a customer service representative. Once again, thank you for your prompt and effective resolution of this matter. I appreciate your professionalism and commitment to customer satisfaction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90266
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XX/XX/XXXX Citibank Dispute Resolution XXXX Dear Sir/Mam, Good day, during the period XXXX XXXX I have had XXXX loans originating and/or serviced by Citibank. XXXX. XXXX XXXXOriginal Note date-XXXX XXXX XXXX XXXXsold to XXXX XXXX. XXXX XXXXOriginal Note dateXXXX $ XXXXsold to XXXX XXXX. XXXX XXXXOriginal Note dateXXXXXXXX XXXX XXXXSold to XXXX XXXX. Loan XXXXOriginal Note date XXXX XXXX XXXXsold to XXXX XXXX. Loan XXXXOriginal Note date XXXX $ XXXXsold to XXXX XXXX. Loan XXXXOriginal Note date XXXX XXXX XXXXServiced by XXXX. XXXX. Loan XXXXOriginal Note date XXXXXXXX XXXX XXXXServiced by XXXX XXXX. Loan XXXXOrignail Note date XXXX XXXX XXXXServiced by XXXX On or about XX/XX/XXXX, The Consumer Financial Protection Bureau ( CFPB ) today acted against Citibank , N.A . for student loan servicing failures that harmed. borrowers. Citibank misled borrowers into believing that they were not eligible for a valuable tax deduction on interest paid on certain student loans. The company also incorrectly charged late fees and added interest to the student loan balances of borrowers who were still in school and eligible to defer their loan payments. Citibank also misled consumers about how much they had to pay in their monthly bills and failed. to disclose required information after denying borrowers requests to release loan cosigners. The Bureau is ordered Citibank to end these illegal servicing practices, and to pay {$3.00} XXXX in redress to consumers and a {$2.00} XXXX civil money penalty. Citibanks servicing failures made it more costly and confusing for borrowers trying to pay back their student loans, said CFPB XXXX XXXX XXXX. We are ordering Citibank to fix its servicing problems and provide redress to borrowers who were harmed. For the student loan accounts that Citibank was servicing, the Bureau found that Citibank misrepresented important information on borrowers eligibility for a valuable tax deduction, failed to refund interest and late fees it erroneously charged, overstated monthly minimum payment amounts in monthly bills, and sent faulty notices after denying borrowers requests to release a loan cosigner. Specifically, the Bureau found that Citibank : As a direct result of inaccurate advice and failure provide accurate or timely information on these loans, we have had collections account negatively affecting our credit for several years and have spent countless hours going back and forth attempting to locate and rectify these issues. These issues have been directly identified in the CFPB settlement. To date, only XXXX ( XXXX ) of these loans ( XXXX and # XXXX ) that have either originated or serviced by Citibank during the period XXXX as referenced by the legal CFPB settlement listed above have been addressed. All other loans that were held or serviced by Citibank have not been addressed to date. In a recent conversation with a Citibank representative by the name of XXXX XXXX XXXX I was again mislead and advised that I only had XXXX loans originating during this period which was incorrect. She stated that the only loans I had originating at Citibank were loans listed as follows : # XXXX Note date XXXX XXXX XXXX Note date XXXX XXXX XXXX No note date provided. The representative also listed that these loans may have been sold. However, these loans were all serviced by Citibank within the XXXX period and subject to the CFPB legal settlement. As to this issue, we can testify that we have made several attempts to get this rectified. Initially we were never advised by Citibank that these loans were sold. In addition, when we continued seeking clarification we were again inaccurately advised or in some cases not advised as to when these loans were sold or where they are. In our last communication we provided this information and was again incorrectly advised that the loans do not fall within this time frame, and we have not been misled. The representative advised that Citi bank would be removing all negative tradelines and these accounts from my credit reporting as did with XXXX of these loans already. However, this has not been done to date. As each of these loans are within the scope of the CFPB settlement and we were misled with wrong information on numerous occasions were asking to remove the balances of these loans as per settlement and correspondence prior. Please send rectify the balances on these loans listed below that were serviced by Citibank within the period of XXXX and have all negative tradelines removed from my credit report. I have attached all correspondence for reference. XXXX. Loan XXXX-Original Note dateXXXX XXXX XXXX XXXXsold to XXXX XXXX. XXXX XXXXOriginal Note date-XXXX XXXX XXXXXXXXsold to XXXX XXXX. XXXX XXXXOriginal Note dateXXXXXXXX XXXX XXXXSold to XXXX XXXX. Loan XXXXOriginal Note date XXXXXXXX XXXX XXXXsold to XXXX XXXX. Loan XXXX-Original Note date XXXXXXXX XXXX XXXXsold to XXXX XXXX. Loan XXXXOrignail Note date XXXX XXXX XXXXServiced by XXXX I can be reached at XXXX XXXX XXXX and happy to provide all correspondence I have with the company. Sincerely, XXXX XXXX
Company Response:
State: GA
Zip: 30093
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
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 have/had 2 Citibank credits cards, both for over the years. My payment record is perfect. I lost my job over a year ago. We were in financial trouble. I always try and maintain relationships. In XXXX fo XXXX, we had an unexpected medical problem. It was hard enough not having a job. I knew I was going to be 2 ( TWO ) days past due on my Citibank payments. I called them to give advance notice and to assure them they would get paid. On that call I was told I was a GREAT customer, never late in all these years. That there was a grace period and I didn't even need to call them. I found out in the most humiliating way Citibank lowered my available credit on BOTH cards to about {$100.00} above whaw I owed. Prior to that, I had several XXXX dollars of available credit on both cards. Not having a job meant I did most of the chores including going to the grocery store. I found out the cut my available credit because both cards were declined. Just like in the movies, a line was forming behind me. I had no other way to pay. I pleased and apologized to the store clerk and XXXX. They know what customer service is, they allowed me to go home, get another form of payment and get my cart to the side. Needless to say I called Citibank and asked what they did. These exact words from thier agent, " Oh from time to time we check our customers and issue credit based on several factors. '' When I held her feet to the fire and she admitted it WAS BECAUSE I CALLED AND SAID I WAS GOING TO BE TWO DAYS LATE. THE PAYMENTS HAD BEEN MADE AND CLEARED MY BANK YET SHE HAD THE NERVE TO TELL ME MY ACCOUNTS WERE DELINQUENT. I asked for a supervisor and she would not budge. I found myself begging this woman for her help in putting my available credit back to where it was. She would not. It caused my wife and I great harm and suffering. We have an Exxon/Mobile card for 40 YEARS, NEVER A LATE PAYMENT. About a week after they cut my available credit my wife called and told me she'd been to 2 company owned Exxon 's and both at the pump and inside at the register her card was declined. The card had nearly a zero balance. There was no risk of us going over the limit for my wife filling up her car! Of course I called Exxon furious. The agent seemed very confused and she asked me if I had two Citibank cards. I asked her why that was her business and that when I found out Citibank does Exxon 's credit cards! I asked her point blank if they closed my account. She said it appeared closed, was confused and flustered. She asked me to hold and put a supervisor on the line who told me, " there must be a problem with the card readers, your account is in good standing!? '' SHE WAS THE FIRST OF MANY LIARS I'VE HAD TO DEAL WITH. WHAT THIS AMOUNTS TO IS EXACTLY WHAT I SAID, CITIBANK PRACTICES PREDATORY LENDING, AGE DISCRIMINATION, RETALIATION AND DISHONESTY. If anyone else has experienced you should talk to your attorney or look for one to tell this too. This is so illegal, we are looking at Civil and Criminal charges. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 762XX
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
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 disputed the charge from XXXX Concepts for {$6000.00} on XX/XX/XXXX with citibank credit card because I did not make the purchase. The owner of XXXX sent me text messages stating that it was charged to the wrong customer and it was immediately reversed. Citibank charged my account and would not reverse the charge. I filed a dispute on XX/XX/XXXX sending them text messages between myself and the owner of pitch concepts. They resolved the dispute in the merchants favor and held me responsible. I forwarded them email from pitch concepts on XX/XX/XXXX showing again that the charge was a mistake and was reversed. Citibank still has not resolved the dispute despite saying on their website that it will be resolved at the latest by XX/XX/XXXX. They claimed that the merchant is disputing the charge when I have have spoken to pitch concepts multiple times who have said citi bank has not reached out to them. Citibank is claiming that the merchant is lying to me. Pitch concepts have even offered to wire me the money and they will follow up with Citibank so they have no reason to lie to me. I have contacted Citibank repeatedly in the past XXXX months and they keep saying theyre working on it. I have asked the citi banks rep for proof their correspondences with pitch concepts merchant processor ( stripe ) but have not received any documentation from them. The supervisor at Citibank told me on the phone today that Whenever you have give your credit card to a merchant, they can charge your credit card any time for any amount and essentially said they will continue to investigate and if the merchant is disputing it, then youre responsible even though there is clear evidence that I was wrongfully charged. They have said multiple times they require no more information from me yet still wont reverse the charge.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60622
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: They day I got a new card from citibank I paid my debt of {$64.00} but they never took the money from me. Today XXXX XX/XX/2023 I got a letter saying I owe {$93.00} for past due. This is a government card and my military unit did not help me they dragged there feet and now citibank screwed up taking my late fees and now adding more this is not the first time and I feel I'm paying for others mistakes. They should pay me back every cent I paid out of my pocket.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-15
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 we filed a claim with Citi Bank for fraud on XXXX airline ticket upgrades of {$1900.00} ( total XXXX ) with XXXX XXXX. I filed these claims because XXXX did NOT upgrade our fligths... the plane was broken. After nearly XXXX weeks of trying to resolve the issue with the original merchant, on XX/XX/XXXX, we filed a claim, within the 60 days that regulation E allows. I have proof that we filed the requested information. During the dispute process with Citi Bank, several Citi issues were encountered... first being they closed the duplicate disputes as a mistake. Second, we provided documents in XXXX and XXXX at neither when asked for documentation did they indicate the time was lapsed and we could no longer dispute. My husband, XXXX XXXX was added as an authorize signer in order to assist with obtaining a resolution. After XXXX calls, emails and XXXX CFPB complaints of his own that Citi XXXX he was not authorized on. This is false and yet another issue that Citi caused. I want my Dispute resolved with a FULL refund. Citi and XXXX have fraudulently bait and switched then caused their own delays to prevent refunds. This is illegal collusion that Citi and XXXX fraudulent operate to prey on consumers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60073
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A