Date Received: 2024-02-29
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I applied for Best Buy Credit Card ( Citibank ) several years back. According to Citibanks associates they upgraded everyones Bestbuy credit card to XXXX last year XXXX ( XXXX ). This was done for consumer protection. I never received this card. I made a purchase since this new card was issued. I made my first payment on time in store because I assumed I forgot my login credentials and DID NOT WANT TO DEAL WITH THE PHONE SYSTEM to figure out how to reset my login. XX/XX/XXXX payment is completed a day late due to the same issue. I called this time to pay over phone and to address my inability to access my account online. This is when I was informed of a credit card I NEVER RECEIVED. Citibank has denied my access to my account because I have not activated a card they sent out. I never asked for an upgrade or for a different card. I think its completely predatory to deny access to a consumers account. Force them to either call the banks phone number or pay in person at a physical Best Buy location. Its predatory to add late fees to an account the individual has no access to. I was unaware of the late fees until today when I filed a complaint with Citibank via a supervisor. The associate kept talking about how my profanity was unprofessional but this financial institution is NOT CONDUCTING business professionally. As of this month XXXX ( XXXX ) I once again have no ability to access my account. It is 1 day late again because I need to make sure I drive to a location to pay my bill in person. The supervisor stated that he would remove the late fees but my concern is how this would impact my credit score as I HAVE NEVER MISSED A PAYMENT ON ANYTHING BEFORE. Last month was the first time in my 12 years of dealing with any financial institution. I am livid. I want to this resolved. I want this financial institution held accountable and I do not believe I am a fluke in the way they conduct themselves.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91352
Submitted Via: Web
Date Sent: 2024-02-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-29
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I applied for a Citi XXXX XXXX in order to receive the 0 % interest for 21 months on balance transfers. I was approved for a decent credit limit -- more than I actually wanted for the balance transfer. I called Citi to make my initial balance transfer from an existing card to my new Citi card. They said that they could not complete the transfer over the phone and that I needed to make the transfer online. I went to do it online. On my Citi dashboard, under the " payments and transfers '' menu option, the dropdown only included a " make a payment '' option. It did not include a " balance transfer '' option. I did a search to find another way to initiate a balance transfer. When I went this route I got a " Looks like something went wrong '' message. I called Citi again. They told me it might be an issue with the browser I was using ( XXXX. ) So, I tried XXXX. Same issue. They gave me a claim number and told me they would send me an email to submit my issue via email. They told me to take a screenshot of the message I was receiving. I did. However -- they never sent me the email as they told me they would. This is extremely frustrating. I simply wanted to do a basic balance transfer to my new card. I have plenty of room on the card to make the transfer I wanted with more than {$2000.00} remaining of my credit limit. I feel like I have been scammed by Citi -- a company that seems to be a mainstream, reputable company. It is not. I've been scammed. If they are incapable of doing a simple balance transfer from one card to the other, they should not do a promotion touting themselves as a great balance transfer option. And -- on top of it -- no one on the phone seems interested in helping resolve the issue. Total scam. So frustrated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49546
Submitted Via: Web
Date Sent: 2024-02-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-29
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: The company lowered my limit after i paid on my balance causing my utilization to go up with no reason for lowering my limit
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72034
Submitted Via: Web
Date Sent: 2024-02-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-28
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Request proof of submission for a loan or credit account. This was not provided by either company or credit reporting agency. this is because it was part of a Identity theft breach. I provided information proving the Identity theft. The CBNA inquiries need to be removed from my credit report. All of them. No one tries the same company and application this close apart after being denied except if its identity fraud. XX/XX/XXXX CBNA CBNA, XXXX XXXX XXXX, XXXX XXXX, SD XXXX XX/XX/XXXX CBNA CBNA, XXXX XXXX XXXX, XXXX XXXX, SD XXXX XX/XX/XXXX CBNA CBNA, XXXX XXXX XXXX, XXXX XXXX, SD XXXX XX/XX/XXXX CBNA CBNA, XXXX XXXX XXXX, XXXX XXXX, SD XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90746
Submitted Via: Web
Date Sent: 2024-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-28
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: I had a Sears credit card ending with XXXX. I had a financial difficulty, worked something out with Sears and made a payment with agreement on the phone to pay to delete. After Sears closed down, they sold the account to a 3rd party. In XX/XX/2023, I saw a negative report from them on my credit report so I called the credit card to dispute it. They refused to settle but also refused to remove it from credit report. They sent me a letter stating that they are no longer attempting to collect the remaining balance on my account. They refused to acknowledge my settlement payment that I already paid to delete from Sears because they're now the new owner of the account. Please help me to have them remove the negative report from my credit report because it is hurting my opportunities to purchase a house. I can be reached at my email : XXXX or my cell ( XXXX ) XXXX. I give you permission to talk to my wife on my behalf as well. Thank you so much for your understanding. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34231
Submitted Via: Web
Date Sent: 2024-02-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-28
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: On XX/XX/XXXX I ordered bedroom furniture from " 1 Stop Bedrooms '', the cost was {$3500.00}. The merchant only delivered no 2 of 2 shipments ( bedrails only, delivery date stamp XX/XX/XXXX on the box, shipment photo dated XX/XX/XXXX ), and no 1 of 2 shipments was never received ( bed/ headboard, nightstands, 8 drawer dresser ). I attempted to resolve directly via phone numerous times with no result. I was told the furniture was in transit and scheduled to be delivered between XX/XX/XXXX and XXXX XXXX and I would be contacted by the freight company for a delivery date. I asked for the name of the freight company, so I could follow up, and the merchant refused to give me the contact information. After almost 2 months, on XX/XX/XXXX, I opened a dispute w/ Citi Bank . On XX/XX/XXXX, Citi Bank responded ( Exhibit A ) closing investigation, stating that the merchant claimed that all was delivered. Merchant had a copy of a photo on their portal of one small box. This photo was only of shipment 2 of 2 ( bedrails ), and there was no photo of a large shipment ( headboard, nightstands and dresser ). Citi 's letter did permit me to respond and continue the dispute, sending evidence. On XX/XX/XXXX I submitted a response disputing that the shipment 1 of 2 was delivered, including a copy of merchants own Tracking portal report which indicated that 1 of 2 was still in transit, and I also responded by asking Citi Bank investigator 's to review the merchants photo - " it is clear that the photo only shows one small box ( bedrails ), and the photo does not show any large boxes that would be necessary for nightstands, headboard and dresser ''. Further, we asked investigators to go to the merchant 's web-site and look at reviews - numerous bad reviews, complaints to the XXXX ( see XXXX ), reports to NY XXXX. This merchant is a serial scammer, and many consumers have been defrauded ( like I have ). The XXXX has issued an alert indicating that " 1 Stop Bedrooms '' files indicate a " Pattern of Complaints concerning the company 's order fulfillment '' ( Exhibit B ). On XXXX XXXX ( Exhibit C ) I received a response from Citi Bank that they had made every effort to resolve the dispute, but the merchant is not willing to issue a credit. We no longer have any additional recourse to pursue a credit ... Our investigation is now closed. Citi bank is negligent, as its investigation team failed to consider my response and ask the merchant to refute it, or require the merchant to provide any evidence that a delivery was actually made. The final Citi Bank response on XX/XX/XXXX ( Exhibit C ) only included : -Citi 's response included the same photo of shipment 2 of 2 ( which was on the merchant 's tracking portal ) of one small box on my porch. I had pointed out to XXXX on XX/XX/XXXX that the photo obviously does not show delivery of a large shipment with headboard, nightstands and dresser. ( which would have been shipment no. 1 of 2 ). - Citi 's response included a copy of the Delivery information from the merchant that explains that the delivery of big and fragile items require special handling, and that they use a " final mile carrier '' who will CONTACT US TO SCHEDULE A DELIVERY APPOINTMENT. Accordingly, Citi should have requested that the merchant provide confirmation from the " final mile carrier '' that it was delivered. Citi did not. -Citi ignored our request for the investigation team to look at the merchant 's reviews and history of complaints. The XXXX has issued an alert indicating that " 1 Stop Bedrooms '' files indicate a " Pattern of Complaints concerning the company 's order fulfillment '' ( Exhibit B ) Citi Bank did not provide or require the merchant to provide any additional evidence to address or refute our XX/XX/XXXX response. The merchant and Citi bank did not provide any evidence that the shipment 1 of 2 was delivered. To repeat for emphasis - at the time the merchant stated it was delivered, the merchant 's transit portal indicated it was not delivered, their photo on their portal and later submitted to Citi was of only one small box. The merchant did not divulge who the " Final mile carrier was '', which if it had, delivery confirmation could have been easily obtained by Citi Bank from a third party. Citi Bank is obligated to protect the consumer. Their own marketing says " Citi is at your side before, during and after every purchase. Your Citi Team ''. I DID NOT RECIEVE MY BEDROOM FURNITURE! Citi Bank should have protected me - been on my side, as they say they are. Citi Bank 's Investigation team was negligent in their duties, and it is disappointing that Citi would side with the merchant considering that the merchant provided no proof that the entire shipment was delivered, and that the merchant has a bad record of prior complaints as evidenced by the XXXX. I have been a loyal customer of Citi Bank for almost 20 years, I have an impeccable credit rating and history of paying my Citi Bank account balances every month. I have closed my account with Citi, and demand that Citi rectify this issue. I have called Citi following the final XX/XX/XXXX letter numerous times, and we can not get any assistance. Actually, they have been rude at times and terminated the call while I was explaining the situation. If possible, I will upload the following : -Exhibit A- XXXX letter dated XX/XX/XXXX that I returned on XX/XX/XXXX with evidence disputing the merchant 's claim that anything was delivered. -Exhibit B - XXXX alert - merchant has pattern of complaints -Exhibit C - XX/XX/XXXX XXXX XXXX final response -4 screen shot/ photos- consumer reviews and complaints about merchant
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32958
Submitted Via: Web
Date Sent: 2024-02-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-28
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: The collectors have come after me for a {$6300.00} balance in which the creditor has written off and filed as a loss on taxes. Unfortunately, this was sold to debt collectors. There is a double Jeopardy with that. Also Im asking for original billing and certification that this collection is she is legally able to collect in Pennsylvania.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19132
Submitted Via: Web
Date Sent: 2024-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-27
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: The credit card issuer is Citi bank. I have never used the card at all, not even once. All of the transactions were fraudulent. On XX/XX/XXXX I asked to dispute all transactions and to close the card and be sent a replacement. The new card was also compromised with fraudulent transactions. On XX/XX/XXXX, due to the fraud risk, I asked to dispute a new {$15.00} transaction and to permanently close the account as I do not want it any more due to fraud risk. I spoke with an agent named XXXX who agreed to permanently close the account. Today, XX/XX/XXXX, I called again to confirm the {$15.00} transaction had been removed as fraud and spoke with XXXX who was the supervisor. Not only did XXXX not dispute the transaction as fraud, but he also never permanently closed the account. Instead, he only sent me another card which I do not want.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89107
Submitted Via: Web
Date Sent: 2024-02-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-27
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: On XX/XX/2024 I tried to make a purchase on a merchant website with my citi Costco credit card, I made the purchase on the website and my card got charged XXXX mins later I received an email saying my order could not be processed and it got cancelled, the email says I will receive my ful refund since they cancelled my order, however after waiting several days I never received my refund, so I reached out to my credit card provider Costco Anywhere Visa Card by Citi I requested them to file a dispute to see why I havent received my refund since the company cancelled my order & said my refund was issued. After sever days of the dispute being open Costco Anywhere Visa Card by Citi keep asking me for documents which I promptly keep providing that clearly shows the merchant is the one who canceled my order & never delivered anything to me. Yet Costco Anywhere Visa Card by Citi went ahead and close this dispute based on false documents provided by the merchant, the merchant told Costco Anywhere Visa Card by Citi that Im the one who requested to cancel the order & they dont accept cancellation which is completely false information. This cancellation was done by the merchant which all my evidence provided clearly shows that the merchant canceled my order and should provide me my full refund!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2024-02-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-27
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/XXXX I intended to purchase appliances at Best Buy after all appliance 's were purchased they could not be delivered until XX/XX/XXXX we could not so Best Buy Associate in store assured me all transactions were deleted. In XX/XX/XXXX I received a bill stating payment was past due I to dispute charges I didnt make and copy of charge and didnt receive any copies was told they would investigate I did not have to pay until completion. I didnt receive answer and continued being billed and reported to Credit Bureau XXXX On XX/XX/XXXX finally was told Best Buy Associate didnt remove and I am responsible to pay for their mistake. Best Buy allegedly is charging for what they are calling a Membership and a Gift Card I didnt purchase.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29588
Submitted Via: Web
Date Sent: 2024-02-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A