Date Received: 2023-11-09
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Since XXXX of XXXX Citibank closed my account for no reason and still refuses to tell me the reason. They held my remaining funds and I have still yet to receive them. Everytime I speak to someone over the phone they are clueless and tell me they will send request to see whats going on. It has been XXXX MONTHS. One person told me I will need to go into a branch to fix this I drove XXXX XXXX to New York to go into a main branch guess what they told me? We cant do anything for closed accounts in person you need to call the customer service line. Another person said theres no money and that any checks I deposited havent been cashed. I spoke to the company that issued the check and put them on a XXXX way with Citi and they informed Citibank that the check has been cashed by them. Now they say we will mail you a check but its been half a year and they havent done a single thing. How do you know I dont need the money badly to pay my bills or credit cards?? Which I do. This is ridiculous and no one should have to go through all of this for THEIR money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29456
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Last Saturday XX/XX/2023 my daughter got her check from working at a XXXX XXXX during the month of XXXX called the XXXX XXXX XXXX. Her check in the amount of XXXX became available and we used our cards believing everything was ok later in the day when there was XXXX dollars left in the account it was brought to my attention the account has been blocked when I inquired about that they said the check was flagged the person I spoke to in the fraud department had called the issuers bank after I told them that the bank would not speak to me. Also her boss had called and spoke to them verifying the company which he owns and the check was also verified by his bank as well. Today when I spoke to them I was informed that the back office team made a decision to no longer do business with us and closed the account out. No other explanation was given other than they claim they can't verify anything although all calls are recorded so there is recordings that everything was verified so therefore there seems to be something wrong something that's gone XXXX somewhere when asked to speak to a higher up my request is been denied and manager hang up on me. Please I need to know what to do about this manner there is no local branch near me. The representative even stated they would not speak to me anymore.
Company Response:
State: OK
Zip: 73507
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: According to Citibank, secured credit card was opened XX/XX/XXXX. Informed Citibank in XX/XX/XXXX this was not my account after seeing it on my credit report. Per Collection agency at the time, account was closed XX/XX/XXXX and I had no choice but to pay to get it off my credit report. informed agency it made no sense to open an account and then close it less than a year later and that it seems to be fraud but Agreed to pay XXXX dollars to have it removed, payment made XX/XX/XXXX debt was removed temporarily, then placed back on my report. XXXX I applied for a mortgage an found the debt back on my report. Called Citibank to inform them I already paid to have removed in XXXX and that this was not my debt, I have NEVER had or applied for a secured credit card from Citibank and was told I have no choice but to pay it because there are no notes on the account stating that I was paying to have account remove from credit report. Was then transferred to another department to pay debt AGAIN, but then informed by agent I would have to visit a branch to pay/ have removed. Visited Citibank Branch located at XXXX XXXX XXXX XXXX XXXX IL. on XX/XX/XXXX spoke to branch manager who sates she can't take a payment because the debt is not valid, there is nothing to post a payment to, told me to call XXXX number AGAIN, and tell them to remove debt. called the XXXX number back for the 4th time only to be directed back to the branch. refused to take any payment. So, I can't pay it or have it removed, and keep getting routed in circles.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60620
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Remove all Fraudulent Accounts Immediately
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: 2023-11-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I make my monthly payment, i had one payment return due to double payment which i gave them a heads up about. They acknowledge the error and advised they will make note of it. Ever since that payment they have ever payment from debit card, ach, and cash on float, I understand ACH due to the nature of ach payment. Debit cards payments are real time payments applied immediately into Citi Banks possession. They recieved one this past month and wouldnt clear untill i made it a point. I have had several team members from exectuive team and managment always giving me bad information. I ask how long floats last for they advised me " whenever the system wants to. '' To hear that is a insult to my intelligene espically when i worked in the banking industry. Im constantley mislead. They want to call my bank on three way to see if funds cleared when ach team should be doing that. That representive isnt privileged to hear my full social security number and full bank details,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07047
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Fraud or scam
Subissue:
Consumer Complaint: I applied for a job online and got sent over to XXXX where I got into a job called sears and began working on a site called XXXX. An agent on XXXX explained how everything works and the first few days seemed easy I didnt have to spend any money, instead I was making it. Im in the XXXX, Im a XXXX I was looking at a new way to earn some extra income, at least online because I dont have any sort of transportation to go and get another job. About the XXXX day I had to blow about {$1800.00} and I let myself get scammed into paying money. The agent said if the product order that we send reviews on is more than the commission for the product then your account will go negative. My account for XXXX is now - $ XXXX and they expect me to break even with that negative number to be able to finish the final product review to where they will let me withdraw more than $ XXXX. Like I said I let myself get scammed I dont have the money to pay that negative number and I wan na find a way to hopefully get my money back but idk what to do so I need help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28311
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
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: My car was stolen on XX/XX/2023, and I have a rental car from XXXX. My XXXX XXXX Insurence paid for my rental but I need it to provide XXXX with my credit card. After returning the rental car at the end of XXXX I was charged by XXXX in XXXX on my credit card {$240.00}. When I called XXXX they told me that they can do anything about so I started a dispute on my credit card. On XX/XX/XXXX I received a letter to sign that I didn't authorize this charge. I emailed Citi credit card on XX/XX/XXXX, then I called them around XX/XX/XXXX and they told me they needed to process my documents. Then I waited and at the beginning of XXXX I called them back this time they told me that they did receive my letter so I ended another one on XX/XX/XXXX. After that, I called them on XX/XX/XXXX and they told me my case was closed and they couldn't resolve my dispute because I was late with my signed letter. On XX/XX/XXXX I got an official letter that I needed to pay {$240.00}. I followed all that they asked and I am not responsible for their unprofessional way of dealing with customers. Please help me resolve that problem. I had so many problems from this thief who stole my car.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60126
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: 2023-11-08
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/2023, I noticed fraudulent transactions for XXXX XXXX services ( a service I have never, ever used, because I am an adult and not a teenager that plays video games ), and realized when I had recently lost my wallet at the airport, my Citi card must have been stolen from my wallet. I immediately reported the concern to Citi. The service representatives were inept, unskilled, and struggled to understand the very basic concepts of fraud. I was repeatedly put on hold, the call dropped, had to call again, and then speak to a supervisor. I attempted to explain that I wanted to report the charges as fraudulent and the card to be cancelled, but did not want a replacement card at that time, because I was traveling, and did not want a new card sent to my home when I wouldnt be there to get it ( I previously had an issue where Citi sent my credit card to the wrong address, and because Citi for reasons that are inexplicable to me, includes a pin and instructions to activate the card for whomever gets the package to activate it, it was activated and fraudulent purchases were made ). The CSR was so inept, they kept attempting to close my account, which I did not want. I was told repeatedly not to worry, and all would be okay. The transactions would be reported as fraudulent, they would not send a new card until I contacted them again, and no further charges would go through on the card. About a week later, I got a fraud alert and once again called Citi. When I spoke to the CSR, they were totally clueless about my previous call and requests. They once again tried to send me a new card, and once again, when I told them I could not receive the new card, tried to close the account. I once again had to walk them through what was going on : I wanted the old card blocked, the charges reported as fraudulent, and not to send a new card until I was back from traveling. It is now XX/XX/2023, almost an entire month later, and I notice that the fraudulent charges are still showing on my account via the app. Because a payment is due, and I always pay the balance in full, I call Citi YET AGAIN. YET AGAIN, the XXXX has no clue about any of my previous calls, and attempts to walk me through the entire fraud process from the very beginning once again. ONCE AGAIN, I have to explain that I dont want to close the account ; I just want to block the old card, report the fraudulent charges, and not receive a new card until I have returned ( I am on a long term travel work assignment and will continue to be for several months ). I asked to speak to a supervisor, and after being placed on hold for over XXXX minutes, the XXXX came back on the line and said : We are experiencing a systems upgrade and unable to access any accounts. Please call us back after an hour or XXXX. I can only XXXX that when I call again tomorrow there will still be no record of any of these issues, and I will deal with yet another XXXX that will treat the issue as if it is happening for the first time. The fact that Citi has let these fraudulent charges sit for over a month, and has not addressed the issue, is pathetic at best and a blatant violation of customer trust and false advertising that they protect their consumers from fraud. The fact that I have had to call on multiple locations, and there is no record of me reporting the fraud shows that fraud monitoring is unacceptable, their risk controls weak, and their ability to conduct financial business a danger to US consumers. I implore the CFPB to investigate this matter thoroughly and apply the appropriate reprimands and sanctions against Citi. The fact that they cant accurately monitor fraud or protect their consumers makes them unfit to sell financial products.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28205
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have reports to Citi bank that the account they have opened under my name is a fraudulent account. I have never done business with the company and I have never opened any account with them they are are refusing to close this account and remove it from my credit report! This account has a balance with multiple fraudulent purchases and items sent to addresses I have never lived at!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28117
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have reports to Citi bank that the account they have opened under my name is a fraudulent account. I have never done business with the company and I have never opened any account with them they are are refusing to close this account and remove it from my credit report! This account has a balance with multiple fraudulent purchases and items sent to addresses I have never lived at!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28117
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A