Date Received: 2023-10-30
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 purchased a {$500.00} visa gift card from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for {$500.00} ( {$500.00} for the gift cad, and a {$5.00} activation fee ). THe gift card had {$0.00} funds on it. I attempted, over the course of several months and at least 10 phone calls, to resolve the issue with XXXX ( who issues the gift card ). They never provided a replacement card with funds on it. I disputed the transaction on my credit card. CITI labeled it as " did not receive a service '' and requested documentation from me. I sent them documentation explaining that it was a gift card that was sold to me with {$0.00} in funds on it. I included pictures showing the defective card ( which had paper over the barcode, which is what made it unusable ). CITI closed the dispute and claimed I did not " prove '' I never received the service and that I had not responded to their requests. I attempted to reopen the dispute, and they did the same thing again. THey have not specified what documents they woudl need -- I was sold a product, but was never give that product. To continue to bill me for this is fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97217
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Im still having problem with Citi Bank ( shop your way ) credit service. Im being charged extra fees when my account is not over the limits, I paid on my account 4 days late, I was charged usual late fee plus increase in monthly payment along with the late fee. When I called to speak to a representative, he had a hard time explaining the extra fees. Since complaining about Citi Bank they closed my shop you way and NTB accounts. My NTB was paid on time and never late. However, they closed both, they bill me extra fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75134
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I was denied for a XXXX XXXX credit card. The reasoning stated " The credit privileges on your existing accounts are currently restricted. '' I don't understand this reasoning and asked via phone call about that as well. The phone call said that it was based on Business credit card rules, which were not explained in any detail to me. I currently have a working store credit card that Citi services, has a credit limit and that I am able to use. Also this was for a Business credit card, which I don't believe should be affected by Personal credit card rules.
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: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
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 I contact Citibank customer service at XXXX to request a dispute of a charge for a vehicle repair that was never performed. I explained in full detail that the vehicle was brought into the repair facility because it was running rough and was then towed back to my home and dropped off as " fixed ''. It actually no longer runs. I stated to the representative that there was no evidence any repair had been done, no replaced parts were present, no invoice or any repair documents of any sort were left in the vehicle. I also stated I contacted the repair shop and they blamed the tow truck driver and did not reverse the charge.. Additionally the charge the merchant made to my credit card was more than agreed. On XX/XX/2023 I received a letter from Citi indicating they need more information about the repair, receipt documentation of what was done etc. I contacted them again at the above number and re-stated everything I had done before. I was then told to put everything I had told them on these XXXX occasions in writing and send to them. I have attached that letter that I delivered to them via email " XXXX ''. On XX/XX/2023 I contacted Citi for a status and was told that my dispute was denied. I challenged this repeatedly with the agent because how can a merchant make a charge on a credit card and provide no evidence any service was or product was delivered and actually return the product in worse condition that when given to the merchant? The agent said all he could do is to request it be re-opened and I would be contacted within XXXX business days. I was never contacted.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93446
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XX/XX/23 - I reported that the {$10000.00} charges on my card from XXXX XXXX were fraudulent. The charges were removed by Citibank. XX/XX/23 - XXXX of the XXXX XXXX fraud charges totaling {$5800.00} were put back on my account. I called Citibank again to report these charges as fraud again. Citibank claims XXXX XXXX sent proof that I made the charges, despite the fact that the telephone number, email address, and travel companion information provided by XXXX XXXX do not match any of my personal information. XX/XX/23 - I emailed Citibank to continue the dispute. XX/XX/23 - I reverse looked up the information provided by XXXX. The phone number of the person who made the fraudulent reservations was from a land line in XXXX and the email address used by this person does not exist. XX/XX/23 - I called Citibank and was told the charges are still under investigation and can't be removed from my account. I also emailed them sending them the information I looked up about the information provided by XXXX. XX/XX/23 - I wrote a letter to the XXXX XXXX XXXX XXXX at XXXX XXXX to inform them of the fraud and someone intending to fly using my identity. I also emailed Citibank dispute center again. I was doing this almost every day. XX/XX/23 - I filed a police report regarding the theft of my credit card number. XX/XX/23 - I froze my credit on all XXXX credit agencies. XX/XX/23 - I was notified on my Citibank online credit card account that all XXXX fraudulent charges of {$750.00}, {$770.00}, {$1000.00}, XXXX, {$1100.00}, and {$1200.00} will have a security credit issued. This has not happened. XX/XX/23 - Only XXXX fraudulent charges were reversed. I spoke to XXXX different people at Citibank, XXXX in customer service, XXXX in fraud, and XXXX in security operations. Not one person could explain to me why only XXXX of the fraudulent charges were credited back to my account. At this time the remaining fraudulent charges of {$1000.00} and {$1200.00} still remain on my account. No one at Citibank responds to my written correspondence. No one on the phone at Citibank in any department has a clue what is going on with my account. No one at Citibank can explain anything to me. All I am told over and over by Citibank since XXXX is " it is still under investigation. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07866
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Dear representatives of The Consumer Financial Protection Bureau, I hope you are doing well in Washington D.C. I'm writing to you because I want to file a complaint against the credit card company Citibank. I applied for the XXXX XXXX XXXX XXXX XXXX XXXX from Citibank last XX/XX/XXXX. They have been giving me a very hard time and they don't want to activate my credit card even though I was approved for this credit card since XX/XX/XXXX. They are very mean and rude to me on the phone when I'm calling them. I got two very mean representative based in The United States who sounded like that were XXXX to me on the phone when I was speaking with them. They sounded like they were from one of the southern states. I'm originally from XXXX, XXXX and I'm a naturalized XXXXXXXX XXXX. I have a little accent when I speak the XXXX language. I applied for this credit card on XX/XX/XXXX and I was approved for this credit card the same day. I got approved for my new credit card last XX/XX/XXXX. They told me that they were mailing me the credit card in a few days. I was waiting for this credit card for around 13 days. I finally received it on XX/XX/XXXX during the night.. I tried to call the credit card customer service around 4 times with the intention to activate my credit card. I have an XXXX XXXX XXXX XXXX Account. I fly with them sometimes especially inside The United States. I want to link both accounts, I have many miles in my miles account and I want to preserve them but I'm not able to do it because my credit card customer service is not letting me activate my credit card. That's not right. Two of the representatives were telling me by phone that they saw attempted fraud activities. The credit card didn't arrive until XX/XX/XXXX in the night and the envelope with the credit card was completely sealed when I get it. I provided the customer service with my name, credit card number, date of birth and secret word that is my favorite teacher 's name.I also provided them with my code number that I received in my I have wasted hours of my time because of these credit card company employees and I called this XXXX number several times. Two representatives of the credit card company hang up the phone on me in a very rude way and one representative didn't call me back when he couldn't hear me even he promised to call me. I don't know what else to do to activate my credit card. I will appreciate your help and cooperation in order to resolve this matter. Respectfully yours, XXXX XXXX XXXX
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: 2023-10-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am writing to urgently dispute delinquent payment statuses on two Home Depot credit accounts I never received, which have significantly impacted my credit score. These accounts are inaccurately marked as delinquent due to circumstances beyond my control, requiring immediate rectification. The accounts in question were closed by me on XX/XX/XXXX and XX/XX/2023. Despite this, they continue to tarnish my credit report with delinquent payment statuses60-89 days late for one and 30-59 days late for the other. The root of this issue is twofold. First, when I spoke to the payments collectors to pay off the entire account balance and close both accounts they apparently closed the accounts but only paid the minimum balance ; second, I never received the Home Depot cards via mail, making it impossible for me to log in and make the required payments. I initially applied for these cards to take advantage of a discount offer, not anticipating the ensuing complications due to their non-receipt. Given that the delinquent statuses are due to systemic issues and not any fault of my own, I urgently request that the CFPB conduct a swift investigation to correct these errors and amend my credit history to accurately reflect my financial conduct. I stand ready to provide any additional documentation or information as necessary.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10009
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Citi customer service told me I have 30 days to cash out my Citi Thank you reward points after my account was closed, but later when I called within the 30 days time frame, I was told my reward points had been forfeited. Below is a detailed description of what happened : I called Citi at XXXX on XX/XX/ at XXXX XXXX PST after unexpected account closure to redeem my citi thank you rewards. The customer service representative told me I can cash out the rewards in the form of a check. He also updated my mailing address. I didnt make the decision at the time because I was still trying to figure out why my account was closed, and was hoping for a better solution. After I expressed my concern, the CSR told me I will have 30 days to cash out my rewards. So I said I would think about it and ended the conversation. I called again on XX/XX/XXXX at XXXX XXXX PST to redeem my reward points, but was told that my rewards had been forfeited even though it was within 30 days of my account closure. I had more than XXXX reward points ( I dont know the exact number because I lost access to my reward account ) accumulated over the years, which are very valuable to me and a major reason why I use my Citi credit cards. As a result of being misled by the wrong information directly provided by Citi customer service representative, I have lost my reward points. I think Citi is resposible and I should be given another chance to redeem my reward points. The time stamps of the recorded phone calls are listed above so that you can properly investigate the situation. Both calls are from ( XXXX ) XXXX Thank you. Please let me know If you have any questions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91752
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: For years I've been paying my citi bank best buy credit card via autopay. It was due for an auto withdraw. I had more than enough money to pay the card on the XXXX. The system for some reason did not take my regular amount min due on the autopayment schedule, it's being called " late '' and possibly sent to collections unless I pay {$2000.00}? Why did it force this. I had no idea this didn't go through until my card was declined. Nobody called me or texted or emailed me until extreme consequences were taken. If somehow I had taken myself off of autopay, please forgive me I had no idea I did that and wasn't keeping up. Please forgive me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78660
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
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, I contacted Citi Bank credit card online to file a dispute for an unknown transaction. The customer service agent made it rather difficult for me to file the dispute. In addition when I supplied a number for contact the representative informed me that the number supplied wasnt one that was connected to my account. I informed the representative that I do not need to give a number tied to my account as I have the freedom to use whatever information I need. The dispute could have easily be resolved online using a simple check box and a section for completing this instead this company has made it rather difficult to file any claim. I still havent been able to file my dispute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A