Date Received: 2023-11-13
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/XXXX, I switched to a new XXXX and transferred all of my XXXX XXXX cards to the new XXXX. All of them transferred successfully, except my credit cards from Citi Bank, which were immediately flagged as " fraud '' and frozen, so I could no longer use them. This is the fifth time in five years that I have had this problem. It occurs every time I switch phones or get a new XXXX XXXX and every time I have to call to resolve it. On the same day at XXXX EST, I called Citi Bank to try and cancel my account because I did not want to deal with these issues anymore. Citi informed me that they would not close my account until they verified my identity and the only way to do so was to send me a text, but that it could NOT be to my phone number, the number I have had on file since first opening my account with them, and for over 15 years. They further said that I could provide " any '' phone number and they could send a text to it to validate my identity. I do not have another phone number. The agent escalated to a supervisor who repeated it and said they would send me a letter before saying " Okay goodbye '' and disconnecting the call. I called back on that same day at XXXX EST. The agent again refused to close my account or take any action whatsoever because they could not send me a text.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98133
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: In XXXX I went to XXXX with my XXXX XXXX troop. We arrived on XX/XX/XXXX and left on XXXX on XXXX. On XX/XX/XXXX my troop was on a tour of the island. The tour guide told us to leave our bags on van since there was a high rate of theft on the beach we would be swimming with turtles. This was the only time my bag was not in my possesion. I believe during this time a couple of my XXXX XXXX XXXX XXXX, my debit card and my Home Depot card were copied by the tour guide. After I got back home I saw charges on my XXXX XXXX XXXX XXXX and bank card ( these have been reversed by those institutions ) and then, in XXXX, I received a bill showing that someone had used my Home Depot card to purchase {$5700.00} in merchandise, mainly generators and electrical eqiopment, it also showed a credit for these charges. The P.O. has a name of a person not on my account. I do not own any property on XXXX nor did I give anyone permission to use my account. I called Home Depot and was told their system was down and that I could not make a report at that time. The next week I received a new card and since the statement had shown a credit on my account against the charges I thoght the fraud had been caught and corrected. Later, in XXXX, I received a call from a business in XXXX letting me know that their business account had been used to pay the fraudulant charges. During that conversation the employee there and I discussed a number of fraudulant transactions that had occurred to both of us during that time period. she shared that hotel rooms had been paid for with their business account under the name of the tour guide from my island tour. After speaking with that business I made a report with XXXX P.D. who told me I would have to speak to my local P.D. since the thefts occurred after I left the state. I attempted toto make a report to Home Depot/Citibank but their online reporting system asks you to check the transaction that was fraudulant. Since the items showed thay were paid for 2 days later it would not let me make a fraud report on them. I had to choose the removal of the payment. all of the above information was included on that report. On XX/XX/XXXX I received a letter telling me that I had not proved fraud, and that I am responsible for all the charges on my account including late fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 96080
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On or around XX/XX/2023 I purchased two items from XXXX. When I realized I ordered the wrong items I contacted XXXX the next day. They contacted me several days later to tell me I can not cancel. So I contacted Citi bank to dispute the charge of {$62.00}. Citibank refuse to authorize the dispute. I did authorize the charge but I have the right to cancel. I want my money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I stayed at XXXX XXXX due to a Constructive Eviction on an Uninhabitable home. The Hotel room was missing the screen on the window. I heard Hotel guests speaking about XXXX XXXXXXXX. Instantly the XXXX XXXX XXXX entered my room. I called the front desk manager who was dismissive. I promptly contacted XXXX police. XXXX police falsely stated hotels are private private and XXXX XXXX is permitted. Citibank refused to credit me my full refund for the final night stay. I want my complete refund ASAP.
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: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: On XX/XX/XXXX, I attempted to book travel through the Citi XXXX mobile site. I had accumulated XXXX points and wanted to use those on a flight. When I attempted to book the flight the system rejected the booking saying that the processing failed. The cost of the flight was {$1800.00} and the XXXX points would have covered {$1500.00}. I contacted Citi XXXX, they told me that the card got rejected and that I should contact Citi card services. I contacted Citi card services and they said the card is fine and the travel system is reversing the charge, I need to talk with them. Reached back to Citi XXXX, they told me there is nothing they can do because their system rejected it, I need to either wait 3 days, most likely losing my flight, book directly with the airline and not use any of my points or try to use my points after the booking for half their value. I further escalated to the supervisor in the Citi XXXX support team which gave me the same answer, only that they are contacting the tech team which are overworked and will likely take 3 days to check what the problem is. In Summary, I tried booking travel using my Citi ThankYou reward points, it didn't work, the only solution I got presented is : a. lose your flight b. book independently without your rewards c. lose half the value of your reward points The whole idea of travel rewards is that it is available on the few occasions when you travel, if that isn't the case, then why even bother.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94087
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
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 I looked at my Macy 's statement and seen there was an additional interest charge for a 12-month promotional credit program that expired. The interest charge was {$520.00} for a purchase that was made for {$1600.00} on XX/XX/XXXX for a loveseat that was delivered and sent back because it was damaged. Macys took of the interest charge but not the charged amount. The loveseat was delivered but sent back and my account was not credited. Macy did remove the additional interest but didn't remove the charge for {$1600.00} from my account. I paid the entire balance of {$1600.00}. I've been trying since XXXX of XXXX to get this charge removed and I am not getting anywhere. Macys keep closing the case. I feel at this time there is nothing I can do about it unless I just don't pay my bill. Also, Macys is not allocating the paid monthly payments to the promotional balances evenly. This is causing us consumers to get hit with an extremely higher interest rate. They charge you the interest on the original balance and not what is the current balance. Macy changed the account number. The original account ended in XXXX. Now the account is XXXX. Macys is continuing to give me the run around. I have been trying to get this removed from my account for over six months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23606
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Other transaction problem
Subissue:
Consumer Complaint: There was an unauthorized wire transfer from my account in the amount of $ XXXXI received {$9000.00} back but the other amount was denied.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33056
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: The company Car History Audit has charged my account for a service I never signed up for. They have access to my Citibank card. I contacted my credit card issuer already and told them this was unauthorized. I also contacted this company via email. This is absolutely fraudulent and very disingenuous. From XX/XX/ they charged my credit card every day or every other for {$170.00} So far they charged over {$2000.00} of unauthorized payments on my card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07304
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Citibank sent me a letter dated XX/XX/23 saying that they closed my checking account. The letter just says I should get my balance in XXXX days. Ive gone into several Citibank locations trying to get an approximate date of when theyll mail me my checking account balance of {$100000.00} I got your agencys information from the California attorney general when I sent a complaint there. Seems they dont generally handle these types of complaints.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92833
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting Act convergent Account # XXXX has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plans as late for and purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38109
Submitted Via: Web
Date Sent: 2023-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A