Date Received: 2023-10-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have never authorized an XXXX direct debit from the a fraud merchant XXXX XXXX Vis XXXX La, but they directed debit $ 79 monthly from my Citibank XXXX checking account from XX/XX/XXXX to XXXX XXXX. I have more than XXXX accounts in different banks, travel outside the country for months, so I didn't notice until XXXX XXXX. I contacted the bank right after I found out on XX/XX/XXXX. The Citi bank XXXX department refused to refund my transactions claiming under Electronic Fund Transfer Act. I was not able to get my money back and ask me to contact the merchant, but this merchant never is a legit merchant or I have never signed/ authorized them to debit my money. Citibank refused to refund me XXXX, XXXX, XX/XX/XXXX debit amount. But they credited me XXXX, XXXX, XX/XX/XXXX fund? How would that make sense??? The timing of those transactions that they refused was newer that those the bank credited me back. As a XXXX client, they are not providing very disappointing customer service. I would like to have my refund back,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 110XX
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
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 am writing to ( reopen/ appeal ) dispute a charge of XXXX XXXX of {$2200.00}, {$2600.00} to my credit card on XX/XX/23 and {$130.00}, XXXX and {$220.00} charged to my credit card on XX/XX/23. The charges are in error because I did not receive the items that I order. The items were not accepted when delivery company XXXX attempted to deliver the items since the items were 2 months late and were procured through another source. I object to Citi closing my dispute as per your last letter you were still awaiting a response from the vendor XXXX, who has not substantiated the charges on my account and havent sent me an invoice. The original date of dispute must remain and you must resolve my dispute within the 90 days from the original date of dispute as required by law. The referenced items Kitchen appliance package of refrigerator, dishwasher, range and microwave including 3 yr warranties for each were ordered on XX/XX/23. Delivery of the items were promised for XX/XX/23. I called XXXX customer on the evening of XX/XX/23 when delivery was missed. They offered a {$300.00} discount for the missed delivery and provided another delivery date. The next delivery date was missed, as well as the next two times. I filed a XXXX complaint, they provided numerous misleading reasons why the items werent delivered. As well as directing me to the delivery company XXXX whom informed me that they didnt have the items and to contact XXXX . Ultimately, I procured the items from another source with the exception of the refrigerator. I contacted XXXX via phone and email numerous times, I requested an invoice and refund. They advised not to worry they would issue the refund in 5-7 business days. After I exhausted all attempts to receive the refund, I filed a dispute with Citi for the charges on my credit card. Upon receipt of the dispute Citi issued a conditional credit for the disputed amount and advised they were waiting for a response from XXXX. In a letter dated XX/XX/23 Citi reversed the conditional credit and determined that I was responsible for the dispute amount because I failed to a prior letter. At no point did XXXX verify the charge or make contact with Citi. Citi reported the disputed amount to the credit Bureaus and my credit score was significantly impacted in a negative way. I responded with a letter via email on XX/XX/23 and XX/XX/23. I advised Citi that I'm confused as to why the disputed amount isn't conditionally applied to my account, I don't know what amount i'm responsible to pay and the harm done to me by the reporting of the erroneous debt to the credit reporting agencies. No relief was provided.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19709
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: General issue : Credit card company determined a large charge was fraud but did not remove the charge from my balance. This is in regards to a Best Buy Citi Platinum Visa. On XX/XX/2023 I received a fraud warning that originated ( I believe ) with the card issuer 's Consumer Protection Dept. about potential fraudulent charges on my card. I confirmed I did not authorize the charges and had no knowledge about them. They terminated my card and sent me a new one while investigating {$720.00} in charges from XXXX XXXX and XXXX at a hotel in XXXX XXXX, XXXX, while I was in another state. On XXXX, XXXX, I received a letter from " Security Operations '' delivered to my Best Buy Visa account that says " We recently spoke to you about suspicious activity that was attempted on your My Best Buy Visa Platinum. We have good news! After completing our investigation, the attempted authorization ( s ) have been determined not to be yours and have been declined. None of these charge ( s ) have posted to your account. '' I then activated the new card they sent me. On XXXX XXXX, I checked the card balance and the {$720.00} in fraudulent charges were posted to the account as due by XXXX XXXX. I called the customer service number and they were unable to explain the discrepancy and, after a long interval, transferred me to the Security Operations Department. I spoke with " XXXX '' who gave me an employee number of XXXX ( she would not tell me her full name ), and described the Security Operations as a " middleman '' working on my behalf to address my concerns. She said it was now necessary to launch an entirely new investigation that will take 90 days -- despite the fact that the Security Operations Department had already completed the first investigation and determined the charges to be fraudulent. I asked her repeatedly what had gone wrong and she would not respond with an answer. The first investigation has already determined these charges to be fraud within XXXX days. Why is their procedure to launch a lengthy repeat investigation when they have already determined this to be fraud? In the meantime, the charges remain on my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: Please note both Citi cars are on auto pay No missed or late payments No late or missed payments on my credit report on any account I was issued a Citi bank premier card XXXX with a XXXX limit have a Citibank premier promotion when I got the card the promotion was to spend XXXX in 90 days for XXXX point bonus cash reward Which I did When I got the reward I applied it to my balance which lowered it to XXXX Citi lowered credit limit to XXXX State credit card usage Second card Citibank issued me a Aadvantage card master card in XX/XX/2023 with a XXXX limit I had charged XXXX as of yesterday XXXX XXXX They lowered limit to XXXX Taking me from XXXX % usage to I received emails on both accounts that the credit limit was lowered due to credit usage I called and asked for both accounts to be reinstated ASAP to the original credit line because once this hits my credit report, its going to destroy my credit score lowering it even even more The reason too many new accounts, and too much credit usage I explained to them that the new accounts were open by them, which were XXXX XXXX accounts that were used for an emergency with my property I also stated which Im confused why open open accounts being XXXX XXXX and my American Airlines account just to penalize me months later The reason for my credit score from XXXX to XXXX is in fact credit usage I had serious damage on my home located in XXXX XXXX and I spent {$60000.00} during the months of XXXX XXXX, XXXX and XX/XX/2023 to repair the house so XXXX could rent it I also explained to them that by the time the work was finished the house was not able to rent until XX/XX/2023, which has not given me enough time to catch up on all my credit card balances Please understand no credit cards including Citibank or any accounts on my personal credit. File have been paid late. I have no late payments. All payments are automated through my bank account. Nothing has been paid late I do not have any late payments. With them to reinstate the account as my XXXX card did when they seen heavy usage with the house repairs The representatives in the Citibank manager yesterday lied to me instead of applying my account to reinstate the credit limits, so it would not mess up my credit score showing 100 % utilization. They proceeded to process credit line increases on both accounts, which obviously got denied being that the credit limit was Just decreased they refused to transfer me to anyone in the credit department. They stated credit department is not take phone calls and theres no way to contact their own credit department even internally I find this hard to believe. To be fair the very last manager I spoke to Was helpful I can not remember the gentleman name but they do record and log all the calls so it was the last manager that I spoke to. He even stated that the credit line increases shouldnt not have been done He stated that the only way to try to get the credit limit back up was to do the increase but thats not the conversation I had with the previous representatives and a previous manager they to me and said it was a reinstatement it was not I was not requesting a reinstatement to go on a charging spree. I can not have my credit score reduced anymore. Im going to go from good credit to fair credit, which, in many lenders eyes is bad credit. This is going to cause a snowball effect, and financially affect me destroying my credit. I stated on here I asked them over and over why approve a credit line just to decrease at three months later by half and put me in a position to where its gon na negatively affect my credit score for no reason for no late payments for no payments And then open up to XXXX XXXX accounts for my home emergency which I very much appreciate I do I could not have finished the project if it wasnt for those but why do it to penalize and punish me XXXX months later and it is going to be punishment because this is a snowball with all my credit card companies But Im still upset about the customer service lying to me about reinstatement Discover card the company, XXXX card lowered my credit limit XXXX months ago I called in I spoke to a manager. She contacted the credit department, reviewed my situation and reinstated my account/ limit while I was still on the phone. Citibank does not have this option Been trying to process credit line increases and telling me theyre trying to do a reinstatement of my credit limit was a straight lie Also, I noticed the first manager they told me I needed to pay my credit balances down, which is not an option for me right now Put derogatory notes in the system that every other representative that I spoke to after the fact read and I can tell explaining as Im explaining to you guys that wants the notes for whatever they said the whole demeanor was changed I spoke to, as I said, was trying to be helpful and was, but after the experience as a whole And the lies and treatment Ive got from the other representatives and management. I could honestly say Im not sure if he was really trying to help or just pacifying me. I apologize about the long explanation, but in a nutshell Citi bank a company that I have credit with and no negative payments Is actually hurting me financially by Reducing limits which 100 % utilization will drop my credit score to fair/ poor credit With no late payments
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92629
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
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 receive yesterday a communication letter from CITIBANK about the Dispute They are not able to resolve on my behalf due to the Answer from the merchant. In the letter they stated as a Courtesy they provided credit in XXXX of the XXXX Disputed I have with the same merchant for Incompetent services received from merchant. I would like to have CITIBANK provide me the process under VISA Policy in regards Disputes for Services not received and the Fact I had to pay for the same Repair for the same part of my truck twice, I don't believe I have to be responsible to make any payments in the amount disputed for {$1000.00}. So At this time I would like to report CITIBANK has violated the Following : Federal Section 15 U.S. Code 1666i and California Sections 1740.40,1747.50,1747.60,1747.65. This is my last effort and to have it reflect it as an exhaust Administrative Option before I take legal Action against CITIBANK along with another Matter I have pending. I already Informed the CFPB Ombudsman in regards this Dispute I have with CITIBANK. If CITIBANK still deny assistance and due to its Actions making reports to the Credit Agencies and damage my credit report, by Law I make CITIBANK Liable for XXXX times the amount on Dispute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91311
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Inquiry was present on my credit report for a credit card I did not apply for
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48237
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: I'm a fist time home buyer hoping to purchase my dream home, then I choose Citi bank to finance the mortgage everything was going well until they change my loan office in charge of my loan. the people who took over from her was very negligence. my closing day was supposed to be XX/XX/2023, and the loan processing started since XX/XX/XXXX, 2023. it was always very difficult to get the loan processor on the phone, and if I send her email her respond delay. we have 45 days to go through this whole process. all document they ask was sent promptly. last week when I see the closing date was getting closer, I have to send another email and copy customer service. each day I will not ear from then, until i send an email and they will respond that I should send another document, which I will send to them right away. this was going on and on until we get to this point and the seller of the property have decided to cancel the contract. because my closing day past and loan have not still clear to close. they now promising Friday XX/XX/XXXX for closing. I put a lot of time and energy in this. i want to be compensated for my time and return my {$650.00} i have earlier paid to them for processing fees. this is due to their staff negligence. they treated me very very bad.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60123
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I tried to transfer funds and use my debit card but then citibank put a block on my account. They told me that my number could not receive a code or be verified. This is the phone number I had on the account since day one. I got a email to call the fraud department with a 4 digit code. When I called and told the representative the code, the lady was rude and told me to wait for a letter with a code. So ridiculous and unnecessary. I also logged on my online banking and the representative in the chat told me to call the bank and that he put a note on my account and to call while he was still in the chat. So I called and again and a rude representative told me to wait for a letter and hung up the phone. I haven't been able to use any of my funds for the past 2 weeks and this is very frustrating and upsetting. I need help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11354
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Citibank aaadvantage credit card. Applied for the citi credit card, application declined but still receiving statements from citibank for annual membership fee for the card which was never issued. Tried to work with customer service, fraud dept and other departments in last two months. Still the issue is unresolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60532
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: Problem with a company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Hello, My best buy store credit card put a 30 day delinquent notice on my credit report, of all the loans and credit cards I have for the last 16 years, this is the only late/negative mark on my credit report. My XXXX XXXX account was hacked, causing me to have {$10000.00} stolen from my account. It was soon recovered but my account was closed and a new one created. However, my best buy card was on auto pay on the original account, I had switched ALL my other accounts, but somehow missed the best buy store card. I travel, and did not get the letter stating payment was not made and i was in delinquency... I had to spend alot of time and effort to switch bank accounts and update my security on all acounts, I would greatly appreciate it if I could have this negative mark removed from my otherwise perfect credit history, and help me forget about my hacked account incident. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A