Date Received: 2023-09-29
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: Credit Card : Citi ( AA Advantage Miles ) Mastercard XX/XX/XXXX : I noticed charges on my Citi Mastercard that weren't mine and I didn't make with the card. Citi Fraud Dispute Dept. was notified, charges were investigated and removed, credits were issued to my account. That card ending in ( XXXX ) was deactivated. I was sent a new card ending in ( XXXX ). XX/XX/XXXX : Repeat of the above. ( XXXX ) was deactivated, I was sent ( XXXX ). XX/XX/XXXX : Repeat of the above. Card ( XXXX ) was deactivated, and I was sent ( XXXX ). This time I noticed the fraudulent charges were coming from an XXXX digital wallet. I do not have an XXXX phone, nor have an XXXX digital wallet and had NEVER had one. The Citi fraud rep said they would put in the request to cancel the AUTOMATIC transfer of the new card information to all digital wallets and reoccurring accounts. I was unaware Citi even engaged in that practice. It seems counterintuitive from a cybersecurity standpoint that if I was reporting fraud, they would forward new card information anywhere to anyone. XXXX XXXX, XXXX, XXXX XXXX, XXXX, and XX/XX/XXXX : Exact repeat of the above. All fraudulent charges are coming from a certain XXXX digital wallet ending in ( XXXX ). Each of the above calls, I am told by the Citi fraud rep that I can not cancel the card because of the ongoing fraud investigations. They WILL NOT send it to any digital wallets, etc., and that they will send a new card ending in ( XXXX ) and ( XXXX ). On XX/XX/XXXX, I insisted they close the account. I can fully see the issue in on their end by consistently forwarding my new card # to the same digital wallet! I was told, " If you cancel your card or close your account, you will loose ALL of your AA airline miles linked to the card!!!! This is an unacceptable business practice on Citi 's part. I did want to loose my miles, so I allowed them to send one more card ( XXXX ). Citi assured my ALL digital wallet activity would be deactivated, and only a physical card would be accepted for purchases. XXXX XXXX, XXXX : On XX/XX/XXXX, XXXX, I received card ( XXXX ) but DID NOT activate the card for fear the above scenario would repeat itself. When I checked online I saw 7 more charges that obviously I did not make, since I did not activate the new card. Of course, the same digital wallet was used to make the purchases from XX/XX/XXXX on! I called again, asking for a fraud supervisor. I was given the same spiel as above. However, this time Citi 's culpability was exposed for I had not even activated the most current card! I spoke with XXXX # XXXX a fraud dept. supervisor. The next card they will send will be the seventh card I've been sent trying to remedy this problem. PLEASE help me. I want to close the account while keeping my miles.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28031
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
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 bring to your attention a pressing matter concerning a recent transaction on my credit card account, which I firmly believe necessitates an immediate chargeback. The details of the issue are as follows : Transaction Details : Transaction Date : XX/XX/XXXX Transaction Amount : {$790.00} Merchant Name : XXXX Description of Goods/Services : Unauthorized charge for services not agreed upon The heart of this matter lies in the unauthorized charge of {$790.00}, which was processed on XX/XX/XXXX by XXXX. I wish to underscore that I did not authorize or consent to this transaction in any form or manner. CitiBank has responded with the following : ( I have attached the letter as well ) We respectfully decline your request to issue credit for the disputed {$790.00} XXXX charge that billed to your account on XX/XX/2023. We previously requested that you provide us proof that you cancelled in accordance with the merchants terms and conditions. An example of this proof would have been a cancellation confirmation email from the merchant. Because valid proof of cancellation was not received and due to the length of time that has elapsed since the charge first billed to your account, we are unable to assist you further through the dispute process. You will need to seek alternate means to obtain a credit. Thanks for your inquiry. We'd like you to know that it's important to us and we appreciate the opportunity to respond.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90036
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: When I tried to make a large purchase online with my Citibank credit card that had been opened for 2 months, I set off a fraud alert. I completely understood why I set off the alert so I was prepared to jump through some hoops but the process was unnecessarily frustrating and invasive. My complaint is about the fraud verification process. I spoke to XXXX representatives on XXXX separate occasions ( XXXX on XX/XX/03 at XXXX XXXX & XXXX? at XXXX XXXX ) to try to confirm this attempted purchase was not fraud. I provided them with the verbal password I set with Citibank, then somehow they were unable to verify me by text even though I am prompted for a verification code by SMS every time I log into Citibank online. They both could not explain to me why I could not verify by text using my cell phone and then kept asking me for more and more information. I gave them my employer and work number but I was calling Citibank after my workplace was closed so they could not call my workplace to verify me. Then they asked me for the last XXXX digits of my non-Citibank checking account, which was still not good enough so they asked for the full number of my credit card from another bank, which completely contradicts what Citibank claims in their FAQs ( they claim their representatives would never ask for sensitive information like this and that it is a scam if they do ). I provided them this information because I needed to make the purchase but I had to prepare myself for possible fraud on my other credit card. It was not completely communicated to me why this was necessary, especially because it leaves my financial information vulnerable to abuse. I was told they needed this info for bank to bank verification, which just turned out to be the Citibank representative calling my other bank 's customer service line to verify I was their customer via XXXX conference. The call to my other bank kept dropping, likely because the representatives thought the Citibank representative was a fraudster as Citibank 's fraud verification is basically trying to force my other bank to reveal their customer 's sensitive information over the phone just to follow Citibank 's anti-fraud protocols. In the end, I was on the phone for close to a hour and on hold for over XXXX minutes without any satisfactory resolution because the representative could not successfully conference in an agent from my bank. I offered to verify myself at the physical Citibank branch with physical ID and was told I could not and had to do verification over the phone. I was then told that I had to wait XXXX business days to receive a letter to even be able to verify my account. It did not help that both representatives did not seem to know what to say whenever I asked the reason for why they are asking for this information. They would play XXXX or pretend not to hear me or misunderstand me. It was a very frustrating experience.
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: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I enrolled in a new checking account with CitiBank as part of a bonus reward program through XXXX XXXX. The terms of the reward program dictated that I sign up for a checking account, set up direct deposit and have at least {$1000.00} worth of deposits made as well as spending at least {$1000.00} in debit card purchases within 3 months in order to receive XXXX bonus miles from XXXX XXXX. I signed up for the account in XXXXXXXX XXXX XXXX and had satisfied all program criteria by the next month, XXXX. I reached out to CitiBank representatives multiple times asking if I had satisfied all the requirements and when I would receive my bonus miles. Well - Every representative told me that yes I had indeed satisfied the criteria. However, some reps told me I'd get my miles within 30 days of satisfying the criteria. After 30 days passed, I contacted them again. This time they said it was 90 days. After 90 days no miles. Nothing. Each time I reached out, a rep told me that they had launched an investigation for me. I contacted them again today, XX/XX/2023, and was told that they didn't know what the deal was and that no investigation had previously been launched. I had been repeatedly lied to. Now it's XXXX and I still haven't gotten my bonus miles and I'm about to take legal action against the bank for luring in customers with false advertising and failure to deliver their promise as outlined in the fine print of the terms of service. I read the fine print and follow the requirements meticulously. They did not live up to their end of the deal and it's absolutely not right. When I asked for a copy of the chat transcipt from my conversation with the rep online, he told me to just copy and paste it into a XXXX XXXX. What? How unprofessional.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 81501
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Was charged an annual fee that accrued interest charges. I called and paid the entire amount and wanted to cancel the card but was told I have to call back. I called back and eventually cancelled the card. After the card was cancelled, I received a bill for {$2.00} dollars. By the time I called the charge increased to {$4.00}, then XXXX although my balance is {$0.00} ( I had cancelled the cars and had not used it ). So I called and then asked why am I being charged these fees. I was told Macys does not apply payments until two billing cycles have passed. How can that be? I paid the {$8.00} amount which should have put my account at XXXX. However, today I received a Macys bill showing I owe {$2.00}. How can this be? Please help! This is disgusting, predatory and unethical. I am attaching my latest bill.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98335
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I opened an account to fund, last week. they claimed they called left a voice mail and set me a letter. never got a voicemail or a letter for the verification. i have now decided to open a different checking account with a complete different bank. i asked them to allow me into MY OWN ACCOUNT to get MY money to transfer it to close this account with them today. they have since claimed they cant transfer MY MONEY. and now wont let me make a user id to get into the account to do the transfer myself. they wont let me in my account with my own money and refusing to give me the bank office to call me verify my identity give me my money and close my account with citi immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 13090
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/23 I set up one payment for each of XXXX of my credit cards. There wasn't enough in the bank account the money was coming from because I selected the wrong acct. But the credit card company attempted to take the money XXXX times for each card. Resulting in XXXX chargeback fees for only XXXX payment scheduled ( XXXX because XXXX separatecarda they did this to ). I called the company and they didn't accept that they did that attempted to take money XXXX times. I can clearly see it on the bank statement.. and refuses to pay for the fees that their program/company messed up on. I have emails from the company saying my " scheduled payment did not go through and must be rescheduled " so there should not have been XXXX more attempts to take money from the acct. For each card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75217
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: On XX/XX/2023 I was approved for a credit card from Citibank which had a teaser promotion of 0 % interest for 21 months. At the time of application, I initiated said transfer with a balance I had at XXXX in the maximum amount of the credit given by Citibank of {$17000.00}. During this process, it appeared all was going well, account page indicated transfer was being processed and card was received in mail and activated. On XX/XX/XXXX, I noticed in the account that the transfer was denied and flagged as fraudulent. No contact from Citibank was made ( or at least that I received ) that there was a problem with the account and said balance transfer. On XX/XX/XXXX, a call was made to customer service. XXXX agents in addition to XXXX supervisor out of the XXXX XXXX had in fact stated my account was suspended and the transfer was cancelled. However, XXXX said that since " they verified my identity, I could move forward with the transfer ''. He indicated that I would have to initiate once again and they could not on their side. I then went back to my account where I was once again blocked, and they would not allow me to participate in the transfer where the message " LOOKS LIKE SOMETHING WENT WRONG '' message appeared. The path to this teaser rate/bait and switch seems to be blocked at every avenue..Was the balance transfer amount too high? Does Citibank use this as a " teaser '' to lock unsuspecting consumers? Questions that I would like answered..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33414
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: Charges were made to my XXXX XXXX without my knowledge or consent. Also a Citi bank diamond preferred account was opened in my name without my consent or knowledge
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72034
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
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 placed a order from Macy's.com and never received the items. I filed XXXX disputes and they where denied. Never providing a signature or where it was left. I shortly went on vacation and never got it.i came back looking for it it was never here. Noone in my family signed for it. Now I'm being charged interest on stuff I never received I ask for a resend of the lost items. Denied. And I've been a faithful loyal client to remove since XXXX. Very disappointing XXXX XXXX XXXX {$960.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07302
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A