Date Received: 2023-09-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Since I opened up a new account with Citibank barely two months ago, my account is blocked. I lost count how many times I've called Citibank with my concern either the agents are very rude, say they can't help me than say I'm disconnecting the call, or take through interrogation like I'm the guilty one for opening the bank account. My bank account has been blocked now for over a week, I feel like I'm being taking around in circle with no one even trying to resolve it. I filed with XXXX, because this is getting way out of hand, I can't even add the money that's in the account to pay my rent. Every agent I have spoken with keeps asking me did I receive a call or voicemail with a code, I said no. That's when the agent said there's nothing they can do to help me, I'll have to wait for the verification letter to come in the mail with the code what sense does that make. I even called my cell phone provider to give me a new phone, obviously the number associated with my account is the big problem. I end up contacting Citibank Ethic Department spoke with XXXX who picked up the case from XXXX told me the program is old school and the company are stuck in the old days. She told me to give her 15 days, she needs to pull & listen to all the calls, which is tome consuming, I didn't understand why she couldn't unblock or transfer me over to someone who could do it. I'm so XXXX off, I've seen on the website going far back as 2-3 years with the same thing that I'm going through in XXXX. I end up calling my cell phone provider told them about my concerns which XXXX changed my number immediately. I went online today XX/XX/XXXX to bank in order to update the new number and called Citibank to let them know I changed my phone number of course that didn't work at all period. Every time I called ask for a supervisor it's the same old excuse either in a meeting and I'll one call you back or no supervisor is available, this has been 4 out of 7 days no supervisor is available. I told them my next step is getting a lawyer, it's stressing me bad. I would like results like yesterday and a sincere apology, update their systems to the 20th Century and more importantly retrain agents on how to talk to members when they call on the phone, BE PROFESSIONAL AT ALL TIMES.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85008
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-01
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I purchased a refundable online real estate course. Within about two days without accessing any of the course content I reached out to the company and told them I made the purchase too fast and wished to get a refund and sent them a screenshot of their refund policy. They initially tried to talk me into staying and even went as far as changing there refund policy which I have proof of via the archive website. Heres the link. https : XXXX : XXXX You can see what there refund policy was on XX/XX/2023. After I confronted the business about them changing there refund policy and threatened to dispute and open a complaint they responded, refunded. Will remove access today After the payment cleared I immediately put in a dispute with my credit card company. Citi. They recently resolved the the dispute in favor of the merchant even though I have email proof that they stated they would issue the refund and I also have screen shot and digital proof from the archive website showing that they changed the refund policy to no refunds to try and get away with not giving me a refund.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-30
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I signed up for a Best Buy credit card ( provided via Citi Bank ) about two years ago. I got this card because they advertised a low APR & monthly payments. According to what they showed me at the time of signup, my monthly payments were only supposed to be {$29.00} a month. Today ( XX/XX/23 ) I found out theyre trying to jack my monthly payments up to {$89.00} a month. I recently became unemployed, and can not afford that. I told them this is not the monthly payment plan I signed up for, and they tried telling me that the monthly payment can fluctuate. This is not what I signed up for, and I would not have gotten or used the card if I knew they were going to try and pull something like this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 226XX
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-30
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I purchased two appliances via XXXX 's and applied, ONLINE, for a Brandsource Credit card boasting 0 % interest for 24 months. I completed the application online and created an ONLINE account. To date I have received my stove but not my refrigerator. Approximately two weeks ago I received my card in the mail and have been unable to register it online. I keep receiving an online error message saying my card can not be registered. I can not reach anyone who speaks English at XXXX. Today I received three calls from " Consumer Protection '', supposedly a division of Citi. I hung up because I could not understand the foreign callers and I thought it was a scammer. I called back this afternoon and was able to speak to a woman who spoke English fluently ( XXXX ). XXXX said neither Citi or Consumer Protection are authorized to assist me because I have not called them with the 4 digit " verification '' code they mailed to me, via letter, 2 weeks ago. XXXX said no one at Citi can give me my balance, tell me when my first payment is due, mail me a paper statement, allow me access to my account online or tell me if I am racking up charges and late fees, all because I never received a " verification letter '' they claim they mailed. So, now I have to wait another 7-10 days for this letter to be mailed, I have to call a number and provide that code before they will assist me. So, to be clear, they allowed me to apply online, without any sort of verfication. Allowed me to purchase at least $ XXXX worth of appliances, mailed ME A CREDIT CARD WITHOUT VERIFYING ME, BUT THE MINUTE I WANT TO MAKE A PAYMENT OR ASK FOR MY STATEMENT, I CAN NOT BECAUSE I NEVER RECEIVED A VERIFICATION LETTER THEY SAY THEY MAILED? HOW IS THIS EVEN LEGAL? They will not tell me my balance, will not tell me whether or not I have accrued any late fees and will not tell me if I have lost my interest free promotion. How is this even legal? I am asking for the third time, that a paper statement be mailed to me, any fees, late charges or interest be removed and this account closed immediately please. I do not care to do business with the likes of this company. What a trap.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-01
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Im writing with regard to a Citi fraud investigation related to a series of fraudulent charges to my Citi Premier card occurring on XX/XX/XXXX. The charges were attributed to a merchant unknown to us ( XX/XX/XXXXXXXX XXXX in the amounts of {$880.00}, {$3400.00}, and {$6000.00}. When contacted by the Citi fraud department on XX/XX/XXXX through their early fraud warning system, I was asked whether our card was in our possession. I explained to the caller from Citi that we did have at least one card in our possession, but that this was our previous Citi Thank You Card, not the new upgraded Citi Premier cards wed recently requested. In fact, the new Citi Premier cards hadn't arrived through the mail in a timely fashion, leading us to now believe that they may have been intercepted and used for the fraudulent charges. I have filed a police report with the XXXX Police Department and can provide you with the report number if needed. Yet, according to a letter we received from Citi dated XX/XX/XXXX, Citi has closed the investigation of these charges and is holding us responsible, citing that we had the cards in our possession. I have called twice in the interim to again explain that the cards in our possession at the time of the fraudulent charges were our previous Citi Thank You cards and not the Premier cards that were yet to be received through XXXX mail. Note that Citi did determine that two charges taking place on XX/XX/XXXX were indeed fraudulent, and is not holding us accountable -- making it puzzling that they did not determine the fraudulent charges on XX/XX/XXXX as related. Pertinent to Citi 's investigation, we also received a bill from XXXX for a fraudulent charge which appeared related to one of the disputed charges ( we are not XXXX customers ). XXXX quickly investigated, verifying that the charge was indeed fraudulent, and has notified the credit bureaus on our behalf. We have provided this information to Citi. We have also provided the XXXX Police Department police report. Please let us know if you need any further information from us to assist in asking Citi to reopen the investigation and reconsider their decision. Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60622
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: I made a paymment to my insurance compamy, XXXX, whixh was returned and not paid and was alsonot discosed to me at any time and there is no record of it on my staement. Furthermore, shortly after that time period I requested that my account be frozen because of fraud attemps that were clearly present as confirmed by a branch manager in XXXX XXXX, CA. My account was frozen as requested but then I was not allowed to have any information for seven months, being charged for the account the entire time and not being able to use the account while being treated like a criminal with refusal to communicate with live representatives on the phone, hanging up and cutting me off when calling without explanation even though I reminded them that I had been the one to freeze my accont. I tried over well over ten times to get through to someone in charge through email letters, executive offices, etc. Finally after seven months I was allowed to get information when I tried to do so without explanation. Then again finally after asking several times what had been the problem someone said casually, '' it was our mistake '' with no explanation or appologies, nothing in the way of information of any kind. Meanwhile I'm being XXXX for a traffic accident with that payment still in question as to whether I was covewered by my insurance through that payment. Citi Bank has refused to give me info about my account saying I need a subpeona which I know is false. I am entitled to know what happened with that payment for which there is no record and to withhold such info is illegal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92284
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-01
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: My XXXX and I funded a XXXX account with Citibank in XXXX ( it was a XXXX XXXX XXXX XXXXhat was set to mature XX/XX/23 ). We had a XXXX day window to close it. When we opened it, it was extremely easy to fund it electronically within a XXXX or so. However, they made it so difficult to take out the money when it matured. On the website it says that there are XXXX options -- in person withdrawal, online withdrawal, or renewal. HOWEVER ... when we clicked on the drop-down menu ONLY XXXX OPTION was available -- to renew for XXXX more months!!! In small print on another part of the page the site said we needed to call and withdraw that way. When I called, the phone tree was setup so that we had to put i our XXXX XXXX XXXX account number to move forward... but we don't have XXXX! We only had the XXXX XXXX XXXX ... XXXX had to call multiple times through an alternate number I found online. Finally I got through the next day and was able to speak to someone, but only after shouting 'representative ' over and over. They would only issue a physical XXXX in the mail, which would take XXXX business days! I think Citibank intentionally made it extremely difficult and cumbersome to remove the funds, and I think providing contradictory information on its website about the optional available for withdrawal is deceitful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90037
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-01
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: I got my check garnished from d credit card debt that was over XXXX XXXX XXXX in va which is past the time they cab take it. And they never provide me information that the debt was mine they took the money before my court date in XXXX
Company Response:
State: VA
Zip: 230XX
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: False statements or representation
Subissue: Impersonated attorney, law enforcement, or government official
Consumer Complaint: Someone claiming to be a lawyer contacted my father on XXXX XXXX XXXX and asked to reach me. My father gave me the number and reference number to call, which I did on the same day. They said they're trying to serve papers with intent to sue on behalf of Citifinancial/Citibank and asked to verify the last 4 of my social and address, as well as a time I would be available to receive the process server. I informed them the debt was time barred, but they wished to have me served anyway. The following day after work ( approximately 23 hours later ) I went to the Sheriff 's office to speak to the deputy who handles process service in my county and no papers had been filed to be brought to me. As the debt is over 16 years old, and I have previously asked to no longer be contacted regarding it, I now wish to file a formal complaint against Citibank for violating the Fair Credit Reporting Act.
Company Response:
State: AL
Zip: 359XX
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have a Citi Costco credit card that is able to be used anywhere, supposedly. Since the end of XX/XX/2023, there have been many numerous times where the card hasn't worked and I've had to call Citibank to clear the card. I've verified everything on this account MANY times since then. They've sent out 4 letters with reference numbers since the XX/XX/XXXX, of which I've already verified 3 of those numbers. They've also had me verify the account by using text messages, phone calls, and providing account information. I've had no issue being able to complete the verifications, yet they continue to block the account and reissue more letters. It's been non-stop trying to resolve this matter. I've called at least 100 times if not more, spoken to just as many agents and supervisors, just to be spoken to rudely or hung up on. There have been several who actually cared to listen and acknowledge the issue and tried helping. They've stated that they added notes to the account, in the effort to prevent the problem from continuing, but it still continues. They refuse to acknowledge a problem within the system and just keep subjecting me and my account to this constant harassment. Their Fraud Early Warning Department is a joke and obviously no one there has any real concern about helping their cardholders.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 776XX
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A