Date Received: 2023-10-06
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On Mon, XXXX XXXX, XXXX I received an email from Citi stating that if I open a checking account and fulfill certain criteria I will receive XXXX miles on my XXXX XXXX account. I already had an XXXX XXXX credit card with Citi and I decided to get a checking account too to get the bonus. The criteria to get the bonus was this : ( you can see it in the attached email ) 1 ( OPEN a new checking account and enroll in the offer the same day before XX/XX/2023 XXXX ) SPEND the required minimum amount on purchases using your Citibank Debit Card within 90 days after account opening 3 ) MAKE at least 2 Enhanced Direct Deposits totaling {$1000.00} within the first 90 days of opening your eligible checking account within the same 90day window YOUR AAdvantage bonus miles will be credited to your AAdvantage account within 30 calendar days from the date you complete all required activities I completed all the requirements on XX/XX/XXXX and my miles are not there yet. I contacted support multiple times on the phone and chat ( see chatlogs attached ) and the miles are still not on my account. Customer reps confirm in this chat logs ( citi promo 2 screenshot ) that I met all the criteria but when they open a support ticket to review my account it gets denied. I contacted support again today and they transcribed a letter that there is nowhere in my account telling me I have to send proof I was selected for a promo to a physical address in XXXX XXXX, Texas. I am tired of this game when their reps have recognized I have the promo, I met all the criteria and I received my promo on my personal email, which is linked to my Citi account. I have never had to chase a bank so hard to get a promotion posted to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75035
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Starting on XX/XX/ someone used my Citi Bank Mastercard information to make fraudulent charges to my credit card. There were 5 fraud charges totaling {$7500.00}. Citi contacted me on XX/XX/XXXX saying the charges looked fraudulent so they shut off my card. I confirmed that I had NOT made any of these charges so they told me they would investigate and send me a new credit card ( ending in XXXX ) to replace the one that was used for the fraud ( ending in XXXX ). I called Citi at least 10 times because the fraud charges hadn't been credited back until after my XX/XX/XXXX statement. However they had already charged my card {$110.00} in interest on the FRAUD charges. I called a few more times and they told me each time to NOT pay the interest because they will have it removed in about 3 days. Now it's a couple of weeks later and they also added {$30.00} as a LATE FEE on the {$110.00}. I have spent many hours speaking with Citi employees on the phone for almost 3 months ( I have all of their names, dates and times that I spoke with them ) but they still haven't REMOVED the {$140.00} balance for the interest & late fees on those fraudulent charges. I have NOT used their new credit since the fraud as I'm waiting for them to correct this problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33065
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: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Basically, Citibank wrongly double-charged me for a {$100.00} payment that I had already made and I still today do not have access to that {$100.00} and have just incurred a late fee for being unable to pay a separate bill on time due to Citibank 's error and their failure to refund me ( or to even give me access to an additional {$100.00} credit on my account on which I could have taken a cash advance on to pay my other bill ). They've drained multiple hours of my time and energy by wrongly withholding money that I needed to stay financially afloat ; they've caused me financial distress and have wasted my time and money. On XX/XX/XXXXXXXX I agreed to a payment plan with Citibank ( over the phone ) to pay down my credit card debt {$100.00} per month for the next 6 months starting with the first payment on XX/XX/XXXX ; an automatic payment was scheduled. At XXXX on XX/XX/XXXX, I called Citibank to inform them that I hadn't yet gathered the {$100.00} for the scheduled automatic payment and that I would instead need to make a manual payment myself later in the day the representative replied that that would not be a problem as long as I paid before midnight. I called again at XXXX confirming that I would be making a manual payment shortly ; I did my due diligence in communicating how and when I would be able to pay. At XXXX, I made a manual online payment of {$100.00} and the payment posted On XX/XX/XXXX, Citibank withdrew {$100.00} from my XXXX checking account ending in XXXX. On XXXX, Citibank erroneously double charged the same account and withdrew another {$100.00}. Upon learning this, I immediately called Citibank and informed them of their mistake and requested an expedited {$100.00} refund to my account so that I would be able to pay a separate bill and avoid a {$36.00} late fee. On XXXX, I called Citibank requesting an update for the refund so that I would be able to fulfill my payment to my other credit card ; no luck. On XXXX, I incurred a {$36.00} late fee from another bank as Citibank failed to refund what they erroneously took from me I still don't have access to the money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 040XX
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 lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Recently, I have been a victim of identity theft. My information was compromised and I have been dealing for the last two months with the aftermath. My Debit card was used for an unauthorized transaction on XX/XX/XXXX for the amount of {$1900.00}. I did not authorize this transactions and was unaware of it and I did not authorize anyone else to use my ATM/Debit card in any way. Pursuant to the Electronic Fund Transfer Act, and implementing Regulation E, 15 U.S.C. 1693 et seq., 12 C.F.R. 205, of unauthorized transaction. See especially 12 C.F.R. 205.6, 205.11. the amount should be fully credited back to me. But Citibank , N.A . ( My bank ) sent me a letter that I am responsible for the unauthorized and fraudulent charge. Citibank Dispute ID # : XXXX This is an illegal act by Citibank and I should get my money back. I am attaching a copy of each of the following documents to this letter : A copy of my Identity Theft Report which includes : My FTC Identity Theft Report The police report about the theft of my identity The letter from Citibank stating that I am responsible for the fraudulent charge and they will not credit my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92618
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: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: I was told that there was going to be a soft credit check to qualify for a card on the site Wayfair. That was not the case. It was a hard, credit check I did not agree to this. They approve me for {$2000.00}. I am immediately told them to cancel the card. I did not want the card anymore since XXXX XXXX, send me an email stating that I had a hard credit check on my credit. I canceled the card within five minutes of being on the phone with the woman that I complained and complained why they were not being honest about what type of credit inquiry they were doing. I would like this hard check to be taken off please I did not get the credit card. I refused it. I did got approved for it but I dont want it. Please take the hard inquiry off my credit score. Thank you so much.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91367
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: 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: Hi there, In mid XXXX my Citi bank card info was hacked and so far thousands of dollars in fraud was put onto my card. Whoever had my credit card info also changed my primary bank used to pay my balance, so I was locked out of my account for almost a month since Citi couldnt verify who I was. This let the fraudsters continue charging my card because Citis policy was to send me a letter that was going to an old address. I tried desperately to have them verify who I was, spent HOURS on the phone, even went into the branch. But since by early XXXX they were unable to verify who I was, I was forced by them to pay my entire statement balance ( {$2800.00} ) including the over {$1000.00} in fraud put on my card by that point, to avoid getting charged interest on the fraud charges and it affecting my credit score. Between now and when I paid my balance ( including fraud ) an additional {$1600.00} of fraud was charged to my card. I was finally able to get my identify verified with the bank end of XXXX and submitted all of the fraud claims, but Im seeing that the additional fraud ( XXXX ) is still on my statement balance and has not been deducted from my account. Citi has a policy that you dont have to pay the fraud they allow onto your card- but thats clearly not the case. Citi owes me over {$1000.00} in the fraud I was forced to cover for them so I didnt incur interest or it hurt my credit score and they have not paid me back. To make matters even worse theyre still expecting an addition {$1600.00} in payment for the fraud that happened since I paid {$2800.00} in early XXXX and I simply am refusing to do this again. I can not afford to do this again. I need help! Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11101
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: Their investigation did not fix an error on your report
Consumer Complaint: Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or the customer service representative of the said accounts. CITICARDS CBNA XXXX was reflected as late payments on my credit report in violation of Federal Law. You are required under the FCRA to have a copy of the original creditors documentation on file to verify that this information is 100 % true, accurate & correct.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89074
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: On XX/XX/XXXX I went into the local Brooks Bros. store and learned they no longer stock the mens dress shirt I have bought from them for 40 years. XXXX XXXX the store manager told me he could sell me a custom shirt and when it came in if I did not like it or it did not fit I would not have to take. That day I charged the shirt and a tie on my Citibank , N.A . Brooks Bros. credit card. I left with the necktie. XXXX from the store called me to tell me the shirt had arrived. I went by the store and XXXX helped me try it on. XXXX was not there. The shirt does not fit it is too tight in the body. I left the shirt with XXXX. I asked XXXX to credit my account and produced my Brooks Brothers credit card. XXXX said he could not do the credit, XXXX would have to do it and he would make sure the credit happened. He said he would have XXXX call me. XXXX never called me. When my Brooks Bros. bill came in the charge for the shirt was on it. I called and got XXXX on the phone and he said he would talk to XXXX. I asked him to have XXXX call me. XXXX said he would and assured me the credit would appear on my account. I followed up the call with an email. XXXX would not respond to me. I also sent a notice of billing errors in writing to the address the top of my account statement. Citi continued to bill me. I called Brooks Bros. Customer Service on XX/XX/XXXX and spoke to XXXX. I followed up with an email to XXXX. XXXX wrote me back and said I spoke to XXXX at the store. He agreed with what we had spoken about and XXXX will credit you for the cost of the shirt via POS at the store. They apologize for the lack of communication as well. XXXX will be back in on Saturday and will take care of the refund then. Citibank N.A. has continued to bill me and every month it adds late fees and interest. On XX/XX/XXXX Citi Retail Services wrote me about my XXXX account with a determination that the charge was authorized. Obviously that letter made no sense because XXXX is not involved in this matter. On XX/XX/XXXX Brooks Bros. wrote and thanked me for being a valued Brooks Bros. cardholder and said in order to receive the credit I need to contact the store manager for further processing. Regrettably the store manager will not respond me. Yet Citi keeps sending me monthly statements with a new {$40.00} late fee and interest charges every month. I have continued to write Citibank N.A. monthly protesting the charges and asking them to cease and desist these unfair billings. I have copies of my monthly requests to cease and desist. Im requesting this agencys assistance to require Citibank N.A. to stop this fraudulent billing practice and mandate Citibank N.A. credit my account all charges and reflect a XXXX balance without any adverse credit agency reporting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40220
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I paid my entire Citi Bank credit card balance of {$7000.00} via XXXX XXXX ACH transfer on XX/XX/23 to Citi Bank. I was told there would only be 24-48 hours posting time, which meant I could not us my Citi credit card because I had reached my limit of {$7000.00}. After XXXX business hours, my credit card limit was still freezing the use of my card. When I inquired about why, customer service personnel said because my {$7000.00} payment via ACH was so large, it was considered a suspicious transaction & therefore my card had a credit limit imposed for XXXX business days, even though Citi acknowledged that they had received my XXXXXXXX XXXX transfer of {$7000.00} after XXXX hours of receipt. I was trying to make another purchase of deck materials to install my new porch, but was held up by 7 days, which I felt was punitive. My credit score is XXXX, which is excellent, but I assumed to be a suspicious credit risk by Citi Bank, which any written rules or guidelines in the credit card agreement to outline their internal policy. My Citi Bank credit card was finally unfrozen on XX/XX/23 at XXXX XXXX. I feel that Citi Bank owes me a written apology & {$100.00} credit reward on my card for my inconvenience. I was insulted by their customer service representatives with their " suspicious transaction '' language, when they could clearly see my credit score was XXXX. Thanks for reviewing my complaint. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48335
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2023 I went to my local Citibank atm in XXXX California to deposit {$2000.00} cash into my savings account via atm and the machine broke down and didnt deposit my money in my account. Citibank only credited me {$100.00} after the investigation. I want my money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90241
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A