Date Received: 2023-10-07
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 transferred {$9500.00} from my XXXX card to my Citi card. I accidentally transferred it to my daughters account and asked Citi to correct the error. A little bit later I received the money back into my XXXX account and I thought I had to make the transfer again myself. I transferred {$9500.00} again. Then shortly after that, they apparently completed the second half of their correction and took the {$9500.00} out of my XXXX account again and put it into my Citi charge account. I called several times to ask them to correct this because now my Citi card was showing a credit of {$9500.00}, and I was over the limit on my XXXX card for that amount. They asked me if I wanted to do a balance transfer, which wouldve cost me money, and I declined. I said please just refund the money. Then I spoke to someone again, and the money completely disappeared from my Citi account but also never showed up in my XXXX account. The first {$9500.00} Balance transfer was made on XX/XX/XXXXXXXX from XXXX to Citi, and the second {$9500.00} transfer from my XXXX card to my Citi card was made on XX/XX/XXXX. First dispute reference # XXXX was closed with no action taken. I then talked to Supervisor XXXX XX/XX/XXXXXXXX who said shed call back XX/XX/XXXXXXXX after the billing cycle closed ( or something ) to see where the money went. Never called. XX/XX/XXXX spoke to supervisor XXXX (? ) # XXXX who opened another dispute forwarded to refund team 11 business days later nothing ( I was told 7-10 days ) XXXX supervisor XXXX # XXXX in Arizona said I should hear something by Monday. Im not waiting anymore.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55105
Submitted Via: Web
Date Sent: 2023-10-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-07
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 disputed a pending charge on my Citi/AAdvantage XXXX XXXX XXXX XXXX XXXX XX/XX/23 for {$2000.00} as I did not make or authorize the charge. I formally disputed the charge on XX/XX/23 and provided all relevant information. The agent informed me that the charge had been made over the phone and not swiped. On XX/XX/23, I was advised via the app that I would be responsible for the charge and no credit would be provided. This is NOT acceptable and I expect Citi to provide evidence I made this charge along with providing an acceptable credit as soon as possible including all applicable finance fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75214
Submitted Via: Web
Date Sent: 2023-10-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I woke up this morning trying to buy food for my kids just to find out they locked my account and now talking about, I have to wait on a reference number for the 50th time in 2 months! But always wan na charge extra for the XXXX account. I asked the representative to tell my why my account is lock but they all just hangs up on me!!! I want my money out this account and this account closed!!!! I absolutely hate this bank with a passion
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38127
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened my account, After a couple of weeks I was trying to put the minimum amount of money to avoid fee charges and my account was blocked. All the transactions I made were done by me via XXXX wirh my other bank accounts. They are saying they are working on this but I find it outrageous that my account got closed without any prior notice email or something to back up their actions
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11211
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: In XX/XX/XXXX I made three promotional purchases using my BestBuy store card issued by CitiBank. The promotions had zero interest for 12 months if the promotional balances were paid by the expiration of the promotion ( XX/XX/XXXX ). Since that time I have made regular, non-promotional purchases that are subject to interest charges. In an effort to pay down my promotional balances before the 12 month expiration, I made extra payments exceeding the minimum payment due on the monthly statement. The order in which Citi applies extra payments is at Citi 's discretion, a term which is buried deep within the terms and conditions of the card and not prominently disclosed. The cardholder must call Citi every month to ask that extra payments be applied towards promotional balances. with wait times to talk to a representative often exceeding 30 minutes. This misleading practice is a way for Citi to entice cardholders to make promotional purchases that will never be paid prior to expiration of the promotional period if the cardholder carries a non-promotional balance. This is a deceptive and misleading practice that is harmful to cardholders who believe they are getting a good deal with no interest for a set period.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 741XX
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
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 Wednesday, XX/XX/XXXX, I paid my entire Citi credit card balance of {$7400.00} and planned not to use the card again. On Saturday, XX/XX/XXXX, at XXXX XXXX I received a text alert asking if I attempted to use my Citi card at a XXXX store for {$810.00}. I was working then, so I did not see or reply to the text until the following day, Sunday, XX/XX/XXXX, at XXXX XXXX, stating I did not attempt to make the purchase. Shortly after my response, I received another text asking me to contact the Citi Fraud Department at XXXX. I contacted them and checked my mobile app to review my Citi statement. My statement showed five purchases on Saturday, XX/XX/XXXX, totaling {$4100.00}. Three charges at a XXXX store in XXXX XXXX, NY. One purchase at XXXX XXXXXXXX XXXX in XXXX XXXX, NY, and one purchase at XXXX XXXXXXXX XXXX, in XXXX, NY. The purchases were as follows : XXXX XXXX XX/XX/, {$810.00}, {$1500.00}, and {$1800.00}. XXXX XXXX XXXX XXXX XXXX$5.00} and XXXX XXXX XX/XX/ {$4.00}. I talked with the fraud department and disputed the charges. Several weeks later, I received a letter saying the dispute was not honored and I would have to make the payments. I contacted the police to file an official report. I also contacted Citi Cards again to dispute the charges and provide the police report number. Citi opened another investigation and said they would contact me in 1-2 weeks. I contacted the Citi fraud department several times to follow up on the investigation status but was not given any updates. On Friday, XX/XX/XXXX, I reached back out and was told for the second time that they were not removing the purchases, and I was expected to pay for the fraudulent purchases. I requested they open another investigation and asked what additional information I could provide to prove this was fraudulent activity. They told me to write a letter and an investigator would contact me in 1-2 weeks, which they continue to say to me, but I never received a call from anyone. Citi Cards expects me to pay the balance each month while they investigate for the third time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11225
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Citi Credit Card has lied to me. The company has allowed payments to occour on my account after specifically telling me they would not allow any charges to be made to a closed credit card. The issues occurred when in XXXX, I called and asked them to stop all transactions on my account and informed them that I had locked my account but was still having charges showing up. A Citi representative had informed me that this is due to it being a reoccurring charge and that Citi, would automatically allow these charges to go through. I also received an email telling me this as well. I asked to have these stopped to which he said he would cancel my card, and issue me a new one so that this would no longer happen. On XX/XX/XXXX, a charge in the amount of {$1100.00} was made to my closed account. This was one of two reoccurring charges that had been happening the other was a cellphone bill that did not ever show up again. The one in question is to a company that handles payments for housing rentals. I called and asked to make sure this would not happen again. They assured me that it would not and again cancelled my closed card and reissued me a new one. XX/XX/XXXX, Citi card again, allowed a charge the closed and locked credit card that I, again did not give out information on. The charge this time was for XXXX to a name of XXXX XXXX XXXX GEORGIA. A phone call to the credit card company again proved frustrating. They had not allowed the reoccurring cellphone bill to be processed but instead provided payment, on my behalf, to another company and could only apologize and say they would issue me another credit card. I filed a dispute for the two charges. XXXX came and no more charges showed up on my, still locked credit card. I contacted them again to confirm my card was not to be charged. None were again, and I filed a dispute online. Later in the month, we spoke on the phone. The company asked if I had ever done business with them. I told them not directly but a second authorized user had and that it was irrelevant because the cards were closed and locked and I was specifically told that they would not allow any reoccurring charges to be made in the future. My cards had remained locked and all new cards in my possession. I asked them to verify that all the cards were locked each time they authorized payment and check the voice records of the representatives telling me no futher charges would be made to my account. Today I logged onto the app and see that the disputes have been settled. They denied my claim. They lied to me and are extorting me. They gave out money they are now charging me for after telling me they would not allow any payments on my behalf. To add to this, the payment amounts have been fluctuating and I had not caught an allowed payment prior to this while my card was locked that I did not dispute though I am dismayed it was allowed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 025XX
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I have a Citibank credit card that I had planned to use while traveling in XXXX since the account does not have foreign transaction fees. I set up travel dates online so that I would not have issues using the card outside of the United States. I used the card from XX/XX/2023 to XX/XX/2023 with no problems. When I tried to use it on XX/XX/XXXX, I received a fraud alert on my phone. I called the fraud number, and was told that they could not verify my account for some reason. I called back again with the same response. When I arrived back home, I tried to close the account on XX/XX/2023, and they told me that they can't close the account because they can't verify my account. This makes absolutely no sense at all. I have the credit card in my hand. I answered all of the questions they asked about my " secret word '', my address, phone number, etc. I have had a Citibank credit card since the XXXX. Apparently, if I don't have another Citibank account, they can't verify your account. I just want to close this account, and have no way to do so, since Citibank has no locations near where I live.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 62025
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
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 bought an ounce of gold from XXXX for {$2000.00} but never received it. I called the usps to see what happened as the proof of delivery said it was delivered on XX/XX/2023 and signed for by me, but the signature was not mine and I did not receive any package. The XXXX apologized and acknowledged the signature was not mine when I complained but said it was the merchants responsibility to handle the matter as they were the ones who would have insured the package ( I am unsure if they did in fact insure the package ). I then called XXXX, who said the item was sold by a third party merchant, and that all they could do was contact them and have them respond to me, and that I should dispute the charge with my credit card company. The third party merchant, XXXX, responded and apologized for the issue but since the XXXX tracking had the package as delivered they would have to investigate it. They requested I file a police report, which I did, and said they would respond when they complete their investigation. I have contacted them several times since and have received the same response, that they are still investigating the issue. Since I made the purchase with my Citi bank Best Buy Visa card, I contacted Citi bank to dispute the charge on the grounds I never received my purchase. Initially they sided with me on the issue after I provided documentation, but subsequently changed their decision and put the charge back on my card. I reopened the dispute and am still waiting for a response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30533
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: When Best Buy changed its reward program to only be given if someone had a Best Buy credit card, I responded to the offer of 15 % back on your first purchase when opening a Best Buy Card. I opened a card in approximately XXXX of XXXX and subsequently spent {$4300.00} on a single invoice. I should have had {$640.00} in rewards or credits. I have spoken with numerous people, spent over XXXX hours on the phone on multiple occasions first being told that the credit would come 60 days after purchase, then when it did not and I called they said it was 90 days, then called again and an investigation was opened. It is 6 months now and I still do not have a credit, I have a reference number from where this should have been credited on XX/XX/XXXX of XXXX. This is FRAUD to offer a promotion solely for the purpose of having people open up credit cards then not deliver the promotion.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A