Date Received: 2023-10-12
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have been making online monthly payments on my Citi Costco Anywhere card. Citi closed the account in XXXX, and I was only left to making payments of {$350.00} on the XXXX of every month. I attempted to log in my account on XX/XX/XXXX to make payment but I was blocked from accessing my account. Citi requested verification of the CVV number of the credit card. I had explained to them numerous times over the phone that I don't know that number because I had destroyed the credit card ending in XXXX when they decided to close the account in XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33317
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Improper use of your report
Subissue: Report provided to employer without your written authorization
Consumer Complaint: I would like to make a complaint and report the egregious violations of the FTC, FCRA, FDIA Section 19 Amendment, Financial Services Background Check Laws, CFR Title 28 Section 16.34, 28 CFR 50.12 ( b ), Tennessee Ban The Box law SB1440 : 1 ( b ) and FINRA Section3 ( a ) ( 39 ) that Citibank, its employee XXXX XXXX ; Lead Investigator for the Background Investigating Unit, and their third party vendor XXXX XXXX also know as XXXX XXXX XXXX have committed and continue to commit during their hiring process in relation to their background check. They violated FCRA Section ( s ) : A. 604 : 15 U.S.C. 1681b ( a ) ( 3 ) ( B ), 15 U.S.C. 1681b ( b ) ( 1 ) ( B ), 15 U.S.C. 1681b ( b ) ( 1 ) ( a ) and 15 U.S.C. 1681b ( b ) ( 2 ) B. 607 : 15 U.S.C. 1681e ( a ), 15 U.S.C. 1681e ( b ), and 15 U.S.C. 1581e ( d ) C. 609 : 15 U.S.C. 1681g ( a ) and 15 U.S.C. 1681g ( c ) ( 2 ) D. 610 : 15 U.S.C. 1681h E. 611 : 15 U.S.C. 1681i F. 612 : 15 U.S.C. 1681j G. 613 : 15 U.S.C. 1681k H. 606 : 15 U.S.C. 1681d/ ( a ), ( b ) I. 615/ ( a ) ) : 15 U.S.C. 1681m ( a ) J. 603 ( y ) : 15 U.S.C. 1681a ( x ) ) Violated : FDIA Section 19 Amendment by not following the 10-year restriction on hiring applicants with convictions. Violated : FINRA Section 3 ( a ) ( 39 ) of the Exchange Act : certain misdemeanor and all felony criminal convictions for a period of ten years from the date of conviction. ( Despite me not applying for a Broker or Dealer position ). Violated : TN Ban the Box law/SB 2440 : 1 ( b ) which states no pre-employment background checks and SB2440 1 ( b ). On XX/XX/XXXX, I completed an application and started the process for a XXXX XXXX XXXX with Citibank for XXXX XXXX XXXX as a non-employee. The position pays XXXX per hour. On XX/XX/XXXX, I completed a 10-year Background report with XXXX XXXX which was submitted on XX/XX/XXXX, to the third party ( s ) XXXX and Citibank and it shows no criminal history in the last ten years. On XX/XX/XXXX, I received email notification to register to take a fingerprint background check. I was never asked permission nor signed documentation permitting to get or receive fingerprint background check, given written notification of fingerprint check, or received a summary of my rights in regards of the fingerprint background check by Citibank or their vendor XXXX XXXX. As a XXXX XXXX XXXX position and XXXX XXXX regulated position, I was made to submit a background check for FINRA ( Financial Industry Regulatory Authority ) without providing consent and without receiving a copy of the Summary of Rights afforded to me according to FTC and FCRA. Contact by phone with XXXX XXXX was XX/XX/XXXX, and XXXX XXXX. Email contact by XXXX was made XX/XX/XXXX, and XX/XX/XXXX. I emailed XXXX XXXX XXXX, XX/XX/XXXX and XXXX XXXX. I was made to provide additional information in reference to my criminal background, despite this being a violation of FTC and FCRA. XXXX XXXX asked me to provide verification that an XXXX in XXXX, TN dated XXXX of XXXX was related to the XXXX XXXX showing from Missouri. I submitted original court documents relating to the case and court documents from both Missouri and XXXX TN, and he stated that those werent sufficient. He then asked that I get the documents from the XXXX XXXX XXXX in Missouri, which caused further issues as the XXXX XXXX are over 20 years old and my XXXX ended over 16 years ago and theres a 60 day or more wait for those documents currently. I supplied documents on several occasions, despite asking why and if I could receive a copy of the background check report. I was never given a copy of the fingerprint background report despite asking both verbally and in writing. Instead, all my requests were ignored. I informed XXXX XXXX several times that this process is different than other background checks that I have been subjected to for employment purposes and that I would think that it was his duty and due diligence to get the necessary documentation himself as that is not my job entail or position to investigate background checks. I was never verbally, electronically, or by writing given both a Pre-Adverse Action and Adverse Action decision being made in relation to my fingerprint background check. Despite this I was still denied the position with Citibank. On the website of XXXX XXXX, Applicant Section it states that we could receive a pdf copy of the report. When I reached out on XX/XX/XXXX, I was informed on XXXX XXXX that I could not receive a copy of the report. Their background check process is not only illegal and non-compliant for employment of both employee ( s ) and non-employee ( s ) positions. This is creating a discrimination and disparate impact in the hiring process. I have worked in the banking industry as recently XXXX during the COVID-19 Pandemic period contracted as a XXXX XXXX XXXX for the governments unemployment payment bank. I successfully passed the required background check ; this could have been provided to XXXX XXXX had he asked about my time beyond the XXXX XXXX, such as my rehabilitation period as required. Instead, he chose to use illegal and non-compliant tactics towards my XXXX history. Which is why I am submitting this complaint today.
Company Response:
State: TN
Zip: 38301
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: so my complaint is again citibank i couple months i been having about 12 to 14 transactions with out my authorizationin XXXX washington when i call citibank to complain and dispute this charges i didnt receiveany help even when i was complaining iver the phone a transaction was preceding during the call in seatle i leave in XXXX XXXX california i got the letter from them that y dispute was denied i fight secon time they said that i used my pin number that are transatcions that i did i really upset with citibank now i got 2 small transactions again i dispute for this transaction again i not feeling confortable anymore with citibank i supposted be a trust bank even customer service is so bad no greet you as soon you enter one of the brunch if i need withdraw money the dont enough big bills ost of the time leave with a lot of 20 is so inconvinience i told them that i will complain with you guys because is no fair is my money and you trust a bank for your money to be safe and no they ending rob you. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94401
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: CITIBank Fraud prevention locked my chequing & savings accounts in XXXX and I've faced substantial difficulty accessing them and my money over the last 5 months. I've repeatedly spoke with agents over the phone to resolve this without success. They're unable to verify my identity with their 3rd party phone verification because my phone number is not on public record under my name supposedly. Instead they sent a letter with a reference number to my home address and when I called in with it, I was informed my account would be closed and I was hung up on. Since then I called in several times and they keep claiming to send letters to my home but I've not received any others. I verified with USPS that there was no missing mail. I'm so fed up and helpless to this situation. On XXXX I filed a complaint with Citi Executive response Unit ; case # XXXX. I'm still waiting for their response. I have {$2500.00} frozen with them. I also submitted a complaint with Office of the Comptroller of the Currency website ( https : //www.occ.treas.gov ). Notes I've taken from conversations with rough dates : XXXX XXXX - Locked out of my account because of suspected fraud - Called Citi bank fraud prevention, Agent : Megs - Last numbers of Employee ID XXXX - Told my phone number could not be used to authenticate my identity because it didn't contain my name and was not part of the public record. - Alternative was to send a letter to my home to verify my identity. XX/XX/ - Called XXXX Talking to Rep : XXXX - Transferred to XXXX security department Employee ID XXXX - Could not authenticate my phone number with their 3rd party system to verify my identity ; Sent me a reference number by mail. - Filed a complaint on my behalf, supposedly ; Never heard back about complaint. XXXX - Called XXXX ; 4 times 4 different Representatives Call # XXXX with Rep : XXXX - Called in with reference letter received ; reference number in letter ( REF # XXXX ) - Informed my account would be closed and I would receive a letter informing me of why it would be closed within 90 days - Said she would be terminating call and hung up on me abruptly. Call # XXXX with Rep : XXXX - Confirmed with me the amounts within each of my accounts and that my account would be closed and provided my account balances Call # XXXX with Rep : XXXX - Confimed my account was locked and would be closed. XXXX - Called again and was told I would have to waiting for letter with reference number to arrive and my account wasn't going to be closed. I just need to verify my identity. XXXX Called XXXX and spoke with Agent : XXXX to get my money back - Filed another complaint ; Informed I will receive letter in 5-7 days to verify my account - Never received letter XXXX - Called at XXXX 24min duration : XXXX and spoke with Agent : XXXX - Transferred to another department ; Fraud Department and Risk prevention Agent : XXXX Employee Number : XXXX - I informed them I never received a letter. Informed me they would have to send another as my phone number could not be used to authenticate my identity XX/XX/2023 - Called at XXXX 20min duration : XXXX option 7 - Automated menu redirected me to consumer fraud department Agent : XXXX Employee Number : Refused to give employee number, claimed not allowed - Cant help me, transferred to another department ; Fraud department XXXX Employee Number : Refused sharing employee number- I repeatedly asked for supervisor because its been months of not receiving a verification letter - Agreed to forward me to supervisor - Held for several minutes before being informed that no supervisor was available. - Took my number down and I was told I would receive a call back within the hour- No Call back received ever. XXXX XXXX Called XXXX ; Citi Executive response Unit Spoke with XXXX and was given Case ID
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98087
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Purchased TV XXXX XXXX XXXX, new BestBuy card CityBank Visa. Paid balance, on time agreed, Received Card in mail, put in office. Never used again. CitiBank notified by Email of outstanding dept or {$1000.00} Only person possible to have my card number is the BestBuy XXXX in XXXX, XXXX store. Have had Fraud card claims from same BestBuy against my XXXXXXXX XXXX debit card, in XXXX, year prior. I believe BestBuy XXXXXXXX XXXX, is using personal information to take money from customers. I believe the manager is the most likely suspect, may bether employee stealing information. This is my best guess. Very Sincerely, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 979XX
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I applied for a CITI Credit Card and got denied regardless of the reason I was denied. I have the right to credit, withholding my access to my security is SECURITIES FRAUD! You are violating the Equal Credit Opportunity Act and Consumer Credit Protection Act since you are denying me my credit PLEASE RETRACT MY APPLICATION. THANK YOU XXXX XXXX Attorney in Fact for XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30127
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Citibank claimed that a check, from another bank, ( XXXX XXXX ), that I deposited was fraudulent. It was a distribution from a XXXX account and printed with the deposit details. Citibank is lying and saying they did not cash the check, when I have proof from my 401K company that they verified the check was good and that Citibank cashed it. Citibank closed my accounts and will not return my funds although it's proven that they cashed it I have spent hours over the course of 2 weeks listening to their customer reps fumble through this nightmare, transferring me from rep to rep. The BANK MANAGER from the Citibank branch where I deposited the check joined me on a conference call to try to resolve this and could not do so with their own inept representatives. CITIBANK HAS THE WORST CUSTOMER SERVICE, COULD NOT CARE LESS ABOUT THEIR CUSTOMERS AND TRULY HAS NO IDEA WHAT THEY ARE DOING. Citibank has no right whatsoever to sit on my funds, close my accounts and offer no explanation when I caught them in their lie. Meanwhile I still do not have access to my funds or any indication when I can expect them. I want my funds, plus interest, plus penalties and significant punitive damages as a lesson that they can not do whatever they wish, whenever they want, and have no accountability. I'm sure if I had a couple XXXX in there they would swing a different tune, but everyday hardworking clients do not have a prayer with them and they could not possibly care less.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 113XX
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I am writing to express my deep dissatisfaction and frustration regarding an ongoing issue with my Amex Citi Macy 's Credit account. Over the past three months, I have encountered multiple problems when attempting to make payments, and I have received inconsistent and erroneous information from your oversees customer service agents. This has significantly affected my credit and left me in a state of distress. The primary issue I have faced is with payment processing. On three separate occasions, I contacted your customer service department to make payments on my account. Each time, I was assured by XXXX customer service agents that the payment would be deducted from my account and promptly posted. However, to my dismay, the payments were not processed, and I received confirmation numbers that were essentially worthless. This left me with the false impression that my financial obligations were met when, in reality, they were not. Moreover, the situation escalated when I contacted your customer service department to rectify the payment errors. I was met with inconsistent and confusing responses from different foreign agents. Some of them claimed to have no record of my previous inquiries, while others were uncooperative and unable to provide a satisfactory resolution. It is incredibly frustrating to explain the same issue repeatedly, only to receive contradictory and unhelpful responses. The consequences of these payment issues have had a severe impact on my credit score. My financial responsibility and credibility have been unfairly damaged due to the inadequacies of your customer service department. I am deeply concerned about the long-term repercussions this may have on my financial stability and future credit opportunities. I kindly request that you take immediate action to rectify this situation. I expect a thorough investigation into the miscommunication and negligence that I have experienced with your overs customer service agents. Furthermore, my credit limit was decreased from {$5000.00} to {$300.00} over mistake from agent who doesnt know what they are doing
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10314
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: I have been a Citibank customer since XXXX with a $ XXXX credit limit. I am a single XXXX, and have been living with a son full-time since he was XXXX in XXXX. I was living off the card and was paying it down when I had medical issues that prevented me from working for 2 years. I got back on my feet and agreed in early XXXX to pay down the remainder @ {$500.00} per month. I calculated I have paid over $ XXXX in interest to date. I am now XXXX, not working, and have no income. I called Citi to ask if I could reduce or eliminate the remainder of the balance as I could not afford the {$500.00}, did not want to ruin my credit and subsequently file for bankruptcy. I was told that since I have paid off the principal and was not able to pay {$500.00}, I should pay XXXX more month and call next month to settle. I called this month and was told to call back next month again, and that there is no settlement that can be offered. With some persistence, I learned if I fail to pay for the next XXXX or 4 months ( this is an automatic deduction from my depleted checking account ) there may be a settlement offered, but no guarantee that 1 will be offered. So my credit is about to be ruined, and no settlement is offered until that damage is done. I need assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95117
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Dear Sir/Madam, I have a Best Buy Visa Store Card which offers promotional purchases with zero interest rates which expires on a certain agreed upon date. There have been several times where the " automated '' system deliberately allocates payments towards higher balanced items rather than the next expiring promotional balance. To safe guard against this, I can not always rely on the billing statements which indicate how much I need to pay in total to avoid interest. Citibank which services Best Buy XXXX Store Card has a feature online where you can view exactly the amount owed on a specific promotional balance. This is greatly useful as it updates after a payment is made. Recently in the last four ( 4 ) to six ( 6 ) billing cycle this feature has been " offline ''. When I contacted customer support using their " messaging '' system they had failed to read the issue and copy pasted a generic response. When I called in I had to wait around an hour to get in touch with a representative who confirmed that the payments made paid off the promotional balances. I informed the representative that the feature which made this process easier has been " offline '' for several months which was concerning to me as a consumer ; especially when there is an automated allocation system which prefers paying off higher balanced promotions rather than the next expiring one. This is anti consumer is designed by Citibank to insure purchasers pay monthly expecting that the amounts go to the next balance but then when it is too late they find out that the allocation system did not do so and they end up paying Citbank interest when it could easily be avoided. The response I received from the Citibank 's messaging system was not only frustrating but also concerning. They have no concern of whether the customer 's issue was resolved ; instead they exist to enforce Citibank policy without knowing that Consumers have certain recourses when " Company policy '' is inherently anti consumer. I have attached the following as evidence : Best Buy XX/XX/2023 statement ( See Exhibit A ) Citibank Customer Service message ( See Exhibit B ) Citibank feature which is no longer operating ( See Exhibit C )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11106
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A