Date Received: 2023-10-26
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: Dear Sirs, I am writing to you regarding the dispute of the transaction on my statement, case ID : XXXX. This claim / dispute is based on the following grounds : On XX/XX/2023, during my vacation time with my wife in XXXX, I bought some food from a restaurant called XXXX XXXX XXXX XXXX XXXX XXXX XXXX The merchant charged me XXXX XXXX XXXX XXXXXXXX XXXX XXXX ( XXXX {$3200.00} ) as it can be evidenced in the receipt attached to this claim, ( I provided the mentioned receipt when requested by Citi Bank after filing the claim within the appropriate time ). The conversion from XXXX {$3200.00} ( XXXX XXXX ) to AMERICAN DOLLARS by the time of the transaction was equivalent to XXXX American dollars with XXXX XXXX ( US {$20.00} ). The mentioned transaction was made with the card number ending in XXXX owned by myself. When reviewing my statement, I noticed that instead of US {$20.00} I was billed by US {$3200.00}, this means that the amount of XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX {$3200.00} ), was mistakenly paid in AMERICAN DOLLARS. Therefore, I have been overcharged by US {$3100.00} on a transaction that was only for XXXX American dollars with ninety-one cents ( US {$20.00} ), keeping in mind the conversion from XXXX XXXX to American Dollars. On XX/XX/2023, I proceeded to contact the merchants several times, but unfortunately there has been no answer, even to this day. On XX/XX/2023, following the internal process established by Citi Bank, I called to customer service to open a dispute for the mentioned transaction. As part of this process, I received an email from Citi Bank on XX/XX/2023, requesting some additional information about the dispute, instructing me to email a form to the address XXXX. On XX/XX/2023, I emailed the form named Action Required to the mentioned email address, providing the requested information about my case, selecting the first option in which I am confirming that I didn't authorize the transaction on my statement for {$3200.00} and confirming that I was being overcharged by US {$3100.00}. Additionally, in the same form I clarify that the receipt/bill issued by the merchant and provided to the bank was made in XXXX XXXX On XX/XX/2023, I received a letter in response to my dispute, informing me that the amount billed in my account is the same amount on the documentation I sent, determining that I was billed correctly. They proceeded to close my case, informing me that it could be reopened only if I provided a copy of the sales receipt or invoice ( which I provided when filing the form with the update on my dispute ). At the beginning of XX/XX/2023, I called Citi bank to show disagreement with the previous response, reason why my case was reopened. After calling several times to get un update about my case, on XX/XX/XXXX and XXXX, 2023, I received the same response : We have reviewed the information you provided regarding your dispute. Without a valid credit slip, we are unable to intervene on your behalf with the merchant or their bank. If you are unable to provide this, you will need to seek other means to obtain credit.. On XX/XX/2023, following the request made by Citi Bank, I submitted a letter with a complaint regarding this dispute. The letter was submitted at the email address XXXX. On XX/XX/2023, I received an Update on my case, informing that my dispute was closed due to the lapse of time since the transaction was billed. The same letter informed me that CITI was unable to investigate this dispute and was instructing me to contact the merchant and furthermore to proceed with the payment of the billing statement that is including the amount in dispute. Based on the previous grounds it can be evidenced that I disputed the transaction withing a reasonable time ( 5 days ) after several attempts to contact the merchant. Although I received a prompt response from Citi Bank, the response was not appropriate, because it is obvious that it does not take into consideration the different currency and the conversion that must be applied to resolve this case. It is not acceptable that the response after reopening the case is that I should provide once again the credit slip, keeping in mind that from the very beginning I provided a copy of the receipt as clear evidence of the mistake or unauthorized transaction. It is no clear to me why I should provide the credit slip instead that was issued by the merchant. From the copy of the receipt and from the information I provided in the updated of my dispute form, it is very evident that the receipt was issued in XXXX XXXX for the amount of XXXX {$3200.00}, and not in American dollars as it was implied, reason why it is unacceptable the determination according to the letter dated XX/XX/2023, which expressly said that the amount in the receipt ( documentation sent by me ) is the same amount as the one billed in my account which it was in a different currency, this is American dollars. As it was expressly described in the form sent by email, I did not authorize the disputed transaction, and there is no evidence that can prove the opposite. Unfortunately, the response is inadequate because I was billed the wrong amount. In addition, the system, and process to comply with the bank requests is not appropriate because CITI did not reply to the submitted documents to the provided email on XX/XX/2023. Additionally, CITI has provided neither evidence that can prove the opposite of my claim in this letter, nor an explanation about their resolution of this dispute which results into a very inappropriate, disrespectful, and incomplete process from the consumer point of view. Enclosed are the following copies : Copy of the receipt issued in XXXX XXXX for the amount of XXXX {$3200.00}. Copy of the Action Required from emailed over to the bank dated XX/XX/2023. Copy of the response issued by Citi Bank dated XX/XX/2023. Copy of the response issued by Citi Bank dated XX/XX/2023. Copy of the response issued by Citi Bank dated XX/XX/2023 I look forward to your reply and a resolution to my problem. I hope this matter can be resolved within the month of XXXX and beginning of XXXX, so that way I get a refund of the amount US {$3100.00} that was not authorized as the owner of this account. However, given the circumstances of my case and the lack of answer by CITI, I am seeking help from a Consumer Financial Protection Bureau, the Office of Financial Regulation of Florida, among others protection agencies. Please contact me at the above address or by phone at XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32803
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I landed at XXXX airport on XX/XX/ around XXXX XXXX. I went to taxi stand to get ride to parking facility. I ( stupidly ) got in a XXXX XXXX that had an XXXX tag and the guy did he could take me. He said it cost {$30.00}. I gave him my card. I didnt get a receipt. He didnt disclose terms and conditions. My XXXX statement on my Citibank Costco XXXX had a charge for {$2000.00} to a vendor called XXXX XXXX XXXX XXXX XXXX. Citibank says since I used my chip I am responsible. BTW- if you try to find the XXXX XXXX company, there is no info. If you call the phone # it is disconnected. I asked Citibank to ask the vendor for a receipt. Maybe ask them to prove that I charged something instead of asking me to prove that I didnt charge anything. I have called them 7 times and spent hours trying to resolve this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I purchased a refrigerator from XXXX XXXX and used their credit card to receive 0 % financing for 12 months and currently have a standing automatic payment each month to pay that promotional balance in full at the end of the 12 months. The fridge was purchased in XXXX. Then in XXXX, I made XXXX purchases, XX/XX/2023 and XX/XX/2023 totaling just over {$340.00}. To cover these purchases, I scheduled a payment of {$340.00} in XXXX before the due date, in addition to the regular automatic payment for the refrigerator. In this last statement, I was charged {$4.00} in interest for charges which I assume are my purchases on XX/XX/2023 and XX/XX/2023. I specifically made an extra payment in XXXX on the XXXX of {$340.00} to cover the aforementioned purchases and now I am being charged interest. XXXX XXXX has told me the following : An interest charge adjustment will be credited to your account and will be shown on your next billing statement. We are unable to answer questions that are related to merchandise, returns, exchanges, shipping, warranties, etc. Please contact your local store or XXXX XXXX at Voice : XXXX, Hearing and Speech Impaired for TTY : Use XXXX or other Relay Service for further assistance. Your statement due date is at least 25 days after the close of each billing cycle. We will not charge you interest on purchases if you pay your XXXX XXXX by the Payment Due Date each month. If you fail to pay the New Balance by the Payment Due Date Interest charges will accrue between the Statement Due Date and the date the payment is received in full. There is a {$2.00} minimum interest charge. Interest charges are computed for each billing cycle based on your Annual Percentage Rate ( APR ). See your Card Agreement and your billing statement for details. Your purchase for {$260.00} was placed on the revolving plan which requires minimum payments each month. Interest charges will be posted to your account each month until the balance is paid in full. Thank you for your inquiry regarding payments allocations. The following is an explanation regarding how we allocate payments to your account and how to avoid interest charges on your deferred interest promotion. Payments in excess of the Minimum Payment Due are generally applied to higher APR balances first. However, when you have a deferred interest promotion on your account that is expiring within the next two to three billing cycles, we will apply your payment first to the Minimum Payment Due and then to the expiring deferred interest promotional balance before other balances. If the expiration date of a deferred interest promotion is before the payment due date in the billing cycle in which the deferred interest promotion expires, excess payments received before the deferred interest promotion expires are applied to the deferred interest promotional balance first in the last XXXX billing cycles of the promotional period. This may allow you to pay off your deferred interest promotional balance before it expires and help you to avoid interest on the deferred interest promotional balance that might otherwise be billed to your account. We currently allow you to reallocate payments in excess of the Minimum Payment Due if you have an active deferred interest promotional balance on your account, provided the payment has already been posted to your account. To request a reallocation of a payment, please contact Customer Service. Their number can be located by selecting the HELP & CONTACT option at the top right of any Account Online screen. If you wish to avoid interest charges on a deferred interest promotional balance, the entire outstanding promotional balance must be paid in full by the promotions expiration date. After spending an hour on the phone on the website and on the phone with multiple representatives I was told that I needed to make another payment and then call again to have the payment allocated to my revolving balance. I am trying to be a responsible consumer and avoid interest - yet XXXX XXXX is making it difficult for me to pay my revolving balance for the sole purpose of collecting interest income.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 530XX
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
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: XXXX charge with XXXX amount XXXX XXXX charge car rental company about XXXX Spoke to managers at the dispute dept and customer service they dont appreciate customers time and were not knowledgeable about dispute process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
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 Citi Bank XXXX XXXX and Credit Card. My flight for my cruise got canceled and the cruise would not issue a refund. The Citi Bank XXXX XXXX card, which I closed refunded the flight tickets. But the Citi Bank credit card is not issuing any refund. I also purchased a bedroom set from XXXX. The furniture was defective with tears, cracks and a broken dresser drawer. I wanted to return it within the window for returns, but they only offered to have someone look at it. They claim the furniture is not defective and I provided pictures to Citi Bank and they are not protecting me or my money and say I have to take these giants to court. I don't have time and this is just to much for my XXXX and XXXX. I've been taken advantage of and no one cares!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
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 added my daughter as the authorized user on my Citi Master card because she needed it for her XXXX XXXX student exchange program. The following is the transaction details as well as the dispute case opened by Citi bank. 1. Transaction Details- Transaction Date : XX/XX/XXXXXXXX - Transaction amount : {$460.00} - Merchant : XXXX XXXX XXXX in XXXX XXXX 2 . Dispute Details- Dispute Date : XX/XX/XXXX - Dispute Amount : {$460.00} - Dispute ID : XXXX - Citi issued a conditional credit of {$460.00} to my account on XX/XX/XXXX 3. XX/XX/XXXX - Citi closed the investigation based on the Merchants response and reversed the credit on my MC account. I was told to provide more information as well as evidences if I were to continue the dispute. 4. XX/XX/XXXX - I sent Citi dispute department a detailed email with transaction details, supporting documentations as well as photo evidences of the service. Citi confirmed on XX/XX/XXXX that my email was received and under review. On XX/XX/XXXX, Citi notified me that the additional information was sent to the merchant. On XXXX, Citi informed me via email that they were reviewing the information the merchant provided and would get back to me within 10 business days. 5. XX/XX/XXXX, I called Citi dispute department since I hadnt heard back from anyone. I was told that a letter was sent to me on XX/XX/XXXX which I never received. I was told that although I provided all the evidences but the merchant refused to issue a credit and theres nothing the bank could do. When I spoke to a supervisor, she told me Citi could only credit me {$250.00}. I told her since I was not the party at fault and I had all of the details and evidences to back me up, I should have the full amount credited to my account. She denied my request. When I asked to speak to the manager, she said I wasnt allowed to speak to anyone above her. 6. XXXX I received an email from Citi that the full amount of {$460.00} is charged back into my account along with any related fees and interest charges because the investigation is over. The email also states that while Citi realizes my account may be in good standing, Federal Regulations require it to remind me that it may report my account as past due to the consumer reporting agencies listed below if it does not receive the minimum payment by the due date shown on my billing statement. * I applied for the Citi Bank MC because it is a big bank and I feel that I would be better protected. The bank has a dispute department and its job is to investigate the claim then decide on one of the outcomes : either my claim is untrue or the merchant failed to provide the service as promised. In my case, the merchant failed to provide the service. Instead of crediting the money back to my account, Citi bank sent me an email demanding me to pay the money back or else they will report me to consumer reporting agencies. I am very confused and frustrated about the situation. And to make it worse, I couldnt even speak to anyone in the department who has the power to resolve this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07024
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Dear XXXX XXXX XXXX, I hope this letter finds you well. I am writing to dispute a 30-day late payment entry on my credit report that pertains to my charge card account with The Home Depot/Citibank . I believe that the reporting of this late payment is inaccurate and does not reflect my payment history with The Home Depot. I kindly request your assistance in rectifying this matter. To provide you with the necessary information, please find below the details of my account : Account Name : THE HOME DEPOT/CITIBANK Account Number : XXXX Account Type : Charge Card Date Opened : XX/XX/XXXX Status : Paid, Closed. Status Updated : XX/XX/XXXX Credit Limit : {$500.00} Highest Balance : {$340.00} Payment history guide : 30 days past due as of XX/XX/XXXX I would like to bring to your attention the consumer protection law, specifically 15 U.S. Code 1666b, which states that a creditor may not treat a payment on a credit card account as late unless they have adopted reasonable procedures to ensure that each periodic statement, including the required information, is mailed or delivered to the consumer not later than 21 days before the payment due date. Based on this law, it is incumbent upon creditors to follow reasonable procedures for the timely delivery of statements, ensuring that consumers have ample time to make payments without incurring late fees or negative reporting. In my case, I have never received any late payment notices or reminders, and I have a history of making payments on time. Therefore, I dispute the accuracy of the 30-day late payment notation in my credit report. I kindly request that you investigate this matter and rectify the reporting of this late payment to accurately reflect my payment history. The accurate status of my account should reflect that it was paid on time and in full. If you require any additional documentation or information to process this dispute, please inform me promptly, and I will provide it to you as soon as possible. I understand the importance of providing all necessary evidence to support my claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08060
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I had identity theft that resulted in the creation of the account. The identity theft occured from a roommate who lived at my property and had access to my mail. Through illegal activities including physical theft and identity theft, they opened this account fraudulently and used it to acquire merchandise that I did not authorize, benefit from, participate in, or allow. The police were notified, the FTC was notified, the credit bureaus were notified, and in spite of numerous police reports, direct complaints, indirect complaints, and disputes, they refuse to remove the information certified its accuracy under false pretenses.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78247
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I am writing to file a formal complaint regarding my recent experience with Citi Bank, which has left me deeply concerned about my Citi Savings Account and the potential closure of all my Citi accounts. On XX/XX/XXXX, I opened a Citi Savings Account with the intention of using it as a joint savings account, shared with my significant other. I transferred {$300.00} from my paycheck into this account on XX/XX/XXXX. However, I soon discovered that it was not possible to add a joint account holder to this specific account. Consequently, on XX/XX/XXXX, I transferred the funds to a joint account. To my surprise, approximately a week later, I received a letter from Citi, stating that I had violated the terms of my Citi Savings Account and that all my Citi accounts would be closed within 60 days. In response to this notification, I immediately contacted Citi 's customer service and spoke with three different agents. Despite providing my account number, social security number, and card information, I was informed that my identity could not be verified due to an issue with my phone number not being on my account. I have been a Citi member since XX/XX/XXXX, and I have received verification codes via text messages in the past, which only adds to the confusion. The agents I spoke to advised me to await a letter with a reference number in the mail, which was supposed to help resolve this issue. Regrettably, it has been nearly two weeks, and I have not received any such letter, leaving me in a state of uncertainty and frustration. I would like to emphasize that the delay in receiving the reference number has created a pressing issue for me. My Citi credit card bill is approaching its due date, and I am currently unable to access my Citi account to make the necessary payment. This situation has put me in a difficult bind, and I urgently need intervention to resolve this matter. I kindly request your immediate attention and assistance in addressing this issue with Citi Bank. My goal is to maintain my relationship with the bank and find a solution that allows me to keep my Citi accounts. Your prompt and thorough consideration of this complaint is greatly appreciated. Thank you, Citi XXXX XXXX : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76226
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There are multiple discrepancies on all XXXX of my credit reports. I had my identity stolen in 2019 and there have been bank accounts opened in my name, fraudulent checks ordered, and likely more.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83835
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A