Date Received: 2023-11-08
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX I received an email that said money would be charged to my XXXX account for a XXXX purchase. I XXXX the XXXX XXXX customer service number and was fraudulently led to believe that the person I called was a XXXX representative who would assist me with this issue. The number was XXXX, and he called me back several times at XXXX. This person said several things were charged to the XXXX account, specifically someone from Alabama and Florida attempted to charge the account several times. To fix this issue he said to download an app called any desk remote to see the accounts and he would put a block on these accounts. Since I believed he was a true rep I allowed him to download this app to view the accounts to fix the issue. He said to stop any further activity dummy accounts would be set up on XXXX and XXXX XXXX and to transfer money to them. There were several times when money did not go through and a pop up came on that said access denied and he said that's what we want. However when I checked my account {$2000.00} was gone. Specifically this rep did so many transactions that it appeared he was helping by blocking further fraudulent transactions, but in fact he was adding small amounts of money to the following persons via XXXX. XXXX. XXXX XXXX {$99.00}, XXXX, and {$240.00}. XXXX XXXX- {$630.00} XXXX. XXXX XXXX {$99.00} Then he did the same with cash app for amounts of {$140.00} and {$130.00} for XXXX. He claimed these were also dummy accounts and this was the only way to block future fraud. In the end {$2000.00} was taken from my Citibank savings and checking accounts under false pretenses. These false pretenses were that the person on the phone was a trusted rep and that he was fixing a fraudulent issue. Never did I authorize him to take my money for a purchase or personal use. This money was an unauthorized transaction. Immediately after this happened I called Citibank. Citibank said they would conduct an investigation and would possibly provide provisional credit. However I did not receive provisional credit and in fact when I called to follow up about it they said a letter was drafted and dated XX/XX/XXXX which said that I authorized these transactions. I find find this outrageous and feel Citibank did not do a thorough investigation. A determination was made less than 24 hours of the call. Furthermore, I received e-mails and texts from the bank that said they suspected there was unauthorized transactions and please call if it wasn't you. I complied with this, and Citibank unreasonably denied any credit. This fake rep also took a XXXX credit card out in my name and charged {$99.00} on the card to XXXX XXXX. The credit card is under synchrony. After their investigation they deemed this charge to be unauthorized and the account is now closed. If synchrony saw the fraud Citibank should also honor the fact that this is unauthorized as well. I have been a customer of citibank for over 25 years. They never even considered my transaction history or habit involving XXXX. This is an account I rarely use. Additionally, there were several amounts all sent in one setting to accounts that were never previously used. This is very upsetting to me because this isn't a small amount of money and I depend on this to pay mortgage and my sons college tuition. I have also filed a police report and they classified this as criminal impersonation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: XXXXX
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: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: We received your complaint. Thank you. We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. YOUR COMPLAINT i paid my account and then i requested payment plan in XXXX. They agreed with XXXX dollars a month, catch up plan. I was making the XXXX dollars a month and more monthly. In XXXX they reported my account past due delinquent and they offered another catch up plan before the delinquent report. I was making the new payment plan and paid over XXXX dollars, i was cought up with my payments and i reached to CITI Bank and spoke to someone name XXXX. She informed me that CITI Bank doesn't offer catch up plan or payment plans, and informed me that in my account, there's no record of me having a payment plan. I emailed them XXXX letters of proof for payment plan confirmation, after i sent them that i never heard back from them so i emailed again. They sent me another letter stating that they regret any inconvenience and that they didn't have any contact of a payment plan before XXXX XXXX XXXX. In the same letter at the bottom it mentioned that during there investigation into my concern, regarding unfair treatment we found no evidence of discrimination action, please note that CITI Bank dose not condone any behavior or practice which is unfair or decrement of any one. If i have any additional information for me to forwarded to address above that was provided in the letter. I've never had claim about that situation so i don't know what that is for. I replied to them telling them that i didn't know what they where talking about discriminator, I send them first later from XXXX of the payment plant and they never replied so i called today and spoke to XXXX from the XXXX response team. They acknowledge that i had a payment plan after i showed them proof, he said that he apologized for mis communication and didn't know why the other representative could not see payment plan information and that he would see what he could do, he would not promise anything after they where the ones at fault. Then they went and fixed my payment status on my account to paid as agreed, to no late payments. A few weeks later they changed the status to late, then back to current. I am not sure if this was some game being played, but to meddle with someones personal info as much as they were doing should be reprimanded. They sent me a letter stating that they will be updating my account to paid as agreed. They later changed their mind it seems and made so many unwarranted changes to my report without notifying me. This is pretty scary on how a company can just with a touch of a button report to a bureau on payment status at their own will without no such cause. They have backtracked and told me so many different stories, i was promised so many call backs and never received them. I called and asked to speak to the reps that i was dealing with and not a single rep would take my call or call me back as promised. This has become utterly disappointing and scary on how i can not trust a company that has my personal information and can change information without my consent and on the other hand is telling me something completely different. I recently received another letter stating that they are closing my account now, again none of this makes sense and i think this company needs to be investigated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92626
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: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: In Accordance with the fair Credit Reporting Act this creditor has violated my rights under 15 USC 1681 section six two states I have the right to privacy ( 15 USC 1681 ( section 6 4a section 2 ( It also states a consumer reporting agency can not furnish an account without my written instructions under 15USC 166B a creditor may not treat a late payment on a credit card account on an open end consumer credit card as late for any purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19027
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: A third person deposited a check in my account for {$30000.00} on Friday, XX/XX/2023. On Monday XX/XX/, when I reviewed my account I found {$9000.00} as AVAILABLE in my funds, I send a note to my bank manager asking about it because I did not know about partial payments, She told me that she was seeing the same, then on Wednesday XXXX XXXX XXXX in my account I saw another {$5500.00} available in my account. Again I called my bank manager and she told me that we can call to Customer Service to ask when the total money will be available but I told her that it was OK while finally the money will come to my account. As I was informed that FUNDS WERE AVAILABLE, I made one payment for {$9000.00} based on the Citibank information that funds were available. I have to say that I made payments using other bank account but confidence that funds were available in Citibank. To my surprise on Friday, XX/XX/, my Citibank accounts shows XXXX funds availability because the check was rejected. I call to the bank asking what happened and told me that theirs procedures allow them to put availability funds in my accounts while the check deposited is in process to be fully collected. I want to put a complaint to the authorities that supervise banks because Citibank has the following procedure : Check Deposit limits apply and vary based on clients tenure ( new vs. existing ) and banking segment. The current limits set on your account are in accordance with the terms and conditions governing your Citi International Personal Account Package. Deposits received before the end of a Business Day ( Refer to the Client Manual Consumer Accounts for definition of Business Day ) will be credited to your account that day. However, there may be a delay before these funds are available for your use. Depending on the total amount of your check deposits on any one day, the deposit amount may not become fully available to you until the fourth Business Day after the day of the deposit. Funds from all check deposits on any one day that total {$5500.00} or less will be available on the third Business Day after the day of deposit. The first {$220.00} of these check deposits will be available on the first Business Day after the day of deposit, an additional {$450.00} will be available on the second Business Day after the day of deposit and the remainder of the deposit will be available on the third Business Day after the day of deposit. If the total of your check deposits on any one day is greater than {$5500.00}, the amount in excess of {$5500.00} will be available on the fourth Business Day after the day of deposit. On XX/XX/, we received your personal check deposit in the amount of {$30000.00}. In accordance with the terms and conditions governing your Citi International Personal Account Package, the funds were available as previously described. On XX/XX/, we received a return of unpaid deposited check of {$30000.00}. Unfortunately, the funds were withdrawn from your checking account ending in XXXX As you can see the bank did not follow the procedure leading me to be subject to scam. Also they do not want to give copy of the checks either information anbout the accunt and company who deposited the check in my account because I want to sue that people for scam but bank does not cooperate giving the information. AS YOU CAN SEE CITIBANK DID NOT FOLLOW THEIR OWN PROCEDURE THEY PUT AS AVAILABLE TO MY ACCOUNT A MUCH MORE LARGER AMOUNT THAN {$250.00} OR {$450.00}. This mistake from the bak made me subject to scam por {$9000.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Citi agreed they made a mistake when investigating fraud and determining the result. I called Citi as soon as fraud occurred on a date near XX/XX/23. I told them there was fruad, clearly since there were inmate transactions from XXXX as I am from XXXX. Additionally I told them I had never activated the card. The card was fraudulently activated and then used without my consent. The charges were said to be removed. After 1 month had passed, nothing had happened. So I called them back on XX/XX/23. They were able to investigate further and claimed they refunded all the fraudulent activity. After a month had passed, I was receiving messages that I had a late payment due. They in fact did not investigate ALL of the charges leaving a balance of XXXX after a late fee. I called twice about the fraudulent activity, and they claimed both times it was fixed. Finally after I received a late payment activity from my credit, I called a 3rd time to see what was happening. They finally reversed all of the charges and late fee, but left the missed payment credit report. I then chose to dispute the missed payment due to them not investigating ALL the charges the 1st time I called. Additionally, THEIR WEBSITE SAYS THEY WILL PAY FOR LATE FEES WHEN FRAUDULENT CHARGES ARE UNDER INVESTIGATION. Therefore, Citi was NOT DOING THEIR JOB when I reported the fraudulent activity the 1st and 2nd time I was in contact with them. I do not deserve a missed payment on my credit report due to the LAZINESS of CITI workers. Please look into call records that I have made with CITI.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95380
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I received my debit card from my new CitiBank account around the first of XXXX. On XX/XX/2023, I made my first deposit, {$1000.00} in cash at my local CitiBank branch. To my surprise, my debit card was declined when I tried to use it shortly afterward at a grocery store. I immediately returned to the bank to figure out what went wrong and was informed that my account was frozen due to a fraud alert because my account was just newly opened. Despite providing my passport, drivers license, and the very debit card I had just used for the deposit, the banks response was that I needed to wait for a letter from their Fraud Department to clear things up. This means waiting around for 10 business days without access to my funds, which is quite inconvenient, to say the least. The bank is holding my money hostage. Im perplexed because the deposit was in cash, and I would think the availability of those funds would be immediate. It seems unusual to lock down an account like this without a direct and timely way to resolve the issue. In other words, I deposited cash to the bank, and they wouldn't give it back. Isn't that against FDIC or some kind of banking statute?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90272
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Victim of identity theft
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10550
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: There was XXXX different charges within a week days on my Best Buy Credit Card. I had lost a previous card so I requested a new one. I never received it and was told I'd have to wait for the card to get to me and activate. Within the time that I waited for them to figure out where my card ended up it somehow was charged multiple times. I didn't even know I could use the card elsewhere until I realized it was used at these places when i went to make my monthly payment : XX/XX/2022 XXXX XXXX {$180.00} XX/XX/2022 XXXX XXXX {$50.00} XX/XX/2022 XXXX Inn- {$50.00} XX/XX/2022 XXXX {$96.00} XX/XX/2022 XXXX {$30.00} These are the biggest purchases made on it. I don't understand how someone else received my card and was able to " activate '' it without having my information I had never used a credit card in my life outside of the store it is meant for and have never been to the specific locations the card was used at I sent bank statements to Best Buy showing my spending habits which they asked for. They sent a letter a month late staying there was not enough evidence to prove I wasn't the one who made the purchases. To this day I never received the replacement card they supposedly sent to me. I have a television under a promotional balance that is about to expire because I couldn't pay it fast enough since those charges were made it is accruing interest and it takes up more than my monthly payment. The really high differed interest is going to hit on XXXX and will only create a higher bill for me which we can not afford.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I transferred from my personal checking # XXXX ( that i used as single business owner using my own name or my DBA ) to my personal saving account about the amount of $ XXXX. Citibank sent {$12000.00} to the federal government to : Citi Bank account seizure, Case no. XXXX XXXX XXXX Assistant United States Attorney XXXX Asset Recovery Division, Chief United States Attorneys Office | District of Colorado XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX, CO XXXX XXXX : XXXX XXXX ) XXXX which amount of {$12000.00} I received back from the federal government but the remaining funds I've never received it because the district attorney never received the remaining balance. I went to the local bank branch in XXXX, but they said don't know where the funds are located. Nobody knows where the funds can be found. The frozen funds were borrowed during covid19 from the SBA for my business that I run under my name. I am a single business owner using a DBA name : XXXX XXXX XXXX, XXXX # XXXX. I did take the loan using my ss # XXXX, the sba deposited the funds to my personal bank account and Citibank didn't like the funds to be put into a personal saving bank account instead of a business bank account. Citibank closed the personal saving account and froze the funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10039
Submitted Via: Web
Date Sent: 2023-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I was traveling abroad in XXXX in early XX/XX/2023. I attempted to purchase train tickets and the credit card company put a hold on my account for suspicious activity. I contacted the company when I returned home and they stated they were unable to reinstate my account over the phone because I only have a mobile phone and not a landline. they said they were mailing a letter with instructions to follow to unlock my account. I waited more than 10 days and never received the letter. I contacted the credit card company again and after a 20 minute phone call a very disrespectful customer service representative told me no supervisor would be available to assist me for 24 to 48 hours. She stated I needed to wait for the letter to come in the mail. At this point, it has been over a month, and I can not access my card, can not review my balance, and can not make a payment on my account. I am concerned that interest and late fees are accumulating, and I am unable to get assistance from the company to unlock my account. My account name as it appears on my credit card with city is XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18940
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A