Date Received: 2023-09-26
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Unauthorized Card Transactions. On XXXX XXXX I was reviewing my bank statement and noticed transactions that I did not make. I had my card in my possession and did not authorize anyone to use my card. There was a lot of transactions that was made from XXXX, XXXX and other stores in Washington XXXXXXXX, and I havent been to Washington. I live here in California. Also while I was talking to the investigation unit from the bank, I noticed too that someone just used my card that day. It was started XXXX XXXX and just noticed the transactions XX/XX/XXXX. I have checking account with Citibank but I just keep getting letters from them that they needed more proof for the investigation. I gave them my bank statements already from the time the unauthorized transactions were made. Citibank says they dont have enough information to complete their research. But they have all the information like my bank statements. The total of the unauthorized transactions are {$3000.00}. Citibank dont wan na give my money back. Kindly pls help me regarding this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91402
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
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: Order two of the same gaming systems and I only received one. They said someone sign for it and nobody with that name lives in my home so I never received it and they said I still had to pay for it. The cost was XXXX Im not paying for something I never received. Called them several times sent them a police report not seems to help. The company name is Best Buy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60609
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/2023, my wallet was stolen by a pickpocket in XXXX, XXXX, while I was traveling on official business. In the wallet was my Government XXXX XXXX, issued by Citi. This is the card which I am to use when making purchases when on official travel. The thief ran up {$1700.00} in unauthorized purchases in the time ( roughly 1 hour ) between when he/she stole my wallet and when Citi deactivated the card due to suspected fraudulent activity. Citi has claimed that I am responsible for these charges because the thief used my PIN in making the purchases. They have cited a portion of the card agreement which states, essentially, that if I give my card and PIN to someone, then I am responsible for anything that they then do with the card. However, this is not what happened. Both the card and PIN were stolen. As for how the thief knew the PIN, I can only assume that he/she either surreptitiously watched me enter it, or obtained it using a keyboard overlay. I was immediately in touch with Citi upon receiving a text message from them reporting the suspected fraud. Receiving this text message is what confirmed for me that my wallet and card were stolen, and not simply misplaced. During this initial call, I arranged with Citi for a new card to be expedited to me, and also confirmed that all transactions beyond a certain one ( the last purchase I made before my wallet was stolen ) should be flagged as fraudulent. After a couple of weeks, I checked my online account and noticed that the fraudulent charges were still on my statement, and that my balance owed included those fraudulent charges. I called Citi a second time to get an explanation of this. I was told that the fraudulent charges would take " 1-2 billing cycles '' to be removed. But in the process of that call, the agent I spoke with once again went through the transactions with me, saying that she was flagging them as fraudulent so that they would be " investigated. '' This was confusing to me, as it indicated that the first person I spoke hadn't done so, and that perhaps Citi had done nothing at all about the issue to that point. She also asked me, interrogation style, why I didn't file a police report, and how the thief had learned my PIN. I later received a letter from Citi, dated XX/XX/2023, in which they rejected my dispute, citing the cardholder agreement as I mentioned above. The letter contained an itemized list of transactions which I had reportedly disputed, but it wasn't even the full list of fraudulent transactions. So over 2 phone calls in which I went over the fraudulent charges with Citi representatives, they still didn't even manage to have the full list. In the midst of all this, I decided to ask my employer ( XXXX XXXX XXXX XXXXXXXX ) to get involved, going through the Government XXXX XXXX department for my agency. They are reportedly in the process of disputing the charges with Citi, and as far as I know these communications are ongoing. However, in the portions of these conversations that I've been privy to, every Citi representative they talk to has the facts of the case wrong, and says something inconsistent with what I was told on my own 2 calls with them. It makes me wonder whether anyone at Citi really knows what is even going on, let alone are they taking the matter seriously and doing any sort of legitimate investigation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21075
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: This is the saga of XXXX XXXX XXXX XXXX and yes Citi you WILL respond to this one.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37849
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I made a purchase using XXXX and my Citi Card on XX/XX/XXXX and it went through. It was a fairly large purchase ( {$1300.00} ) so I was able to sign up for the XXXX XXXX option. Because of this, I made another purchase for my side business ( {$2000.00} ) on XX/XX/XXXX so I can manage the payments going forward - and for some reason this was no longer allowed for XXXX XXXX. In XXXX when I received my statement, I saw they had charged the {$2000.00} as a cash advance and charged me interest and fees associated with such. They never gave me notice that XXXX was being removed. They never gave me notice about the purchase being used as cash advance. They took almost {$200.00} in fees from me for without valid notification, and they charged compounding interest. I do not like how they handled this situation and I am appalled at how they do business.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11102
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: A company by the name of XXXX XXXX XXXX and/or Legal Services contacted me from ( XXXX ) XXXX and left a message to contact them at ( XXXX ) XXXX regarding a serious civil case. They left a case number to reference. I returned the call and they told me it was in regards to a lawsuit to be filed against me for a credit card with Citi Bank and they told me the last 4 digits of my social security. I until this week I have not had a card with Citi. I called Citi bank to discuss and they had nothing on record associated with my social security. I called the Legal Services back and asked the amount due. It was {$1000.00}. I told them I thought it was a scam and the lady said they were not going to pursue the issue. She said if it was a scam, they would be asking me for money. I did a search on the internet... .name and phone of that company and it appears they are known to be a scam. I have changed my passwords and reached out to the XXXX credit bureaus. I'm not sure what else to do.
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: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: XXXX XXXX XXXX ( XXXX minute ago ) to me I am a XXXX XXXX XXXX retiree that was Victim of a XXXX XXXX XXXX to my Citibank Account for an apartment Rental in XXXX and the bank refuses to reimburse me now again I am a Victim of a XXXX wire Fraud tied to my Citibank account, they have not refunded my account as they said. This is elder XXXX XXXX and I need someone to help me go after Citibank I can't be the only retiree that is having these issues with Citibank? Please help me or if you know a Lawyer can help me? Citibank is responsible the XXXX on the Citibank website on my account is not secure and I know its only {$5400.00} thats Pocket change to Lawyers but to a XXXX XXXX XXXX retiree on Social Security thats a several Month 's payment Lost it Hurts and I was just trying to rent an Apartment in XXXX and it was a XXXX apartment scam they knew they could use XXXX and Citibank will not reimburse me and its their Fault because its not secure. Citibank has rejected my appeal 2 Times so I am trying again. XXXX is NOT secure and Citibank Advertises it. I am XXXX used it once and scammed. Citibank is responsible the XXXX on the Citibank website and the 2nd scam was a fraud Real estate agent that turned out a Fraud a wire fraud again from my Citibank account. I did file 2 Police Reports with the XXXX XXXX XXXX XXXX Citibank XXXX CASE XXXX XXXX Wire Fraud Case XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92843
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
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: Back in XXXX of 2022 I was at dinner with a client and my card was not working citi called me and asked me if I had made purchases on XXXX or XXXX. I have an XXXX business and I often use XXXX so I told them it was me and to please approve the purchases as I was at dinner with a potential client and investor trying to pay my bill and was embarrassed that my card kept declining. To say I suffered emotional duress would be an understatement. In the heat of the moment I was just trying to pay my bill and I feel citi used this against me later down the road. At the time it was only a couple of XXXX dollars and that did seem reasonable to me as I often use XXXX for my business and personal needs and I have gone to XXXX to purchase things in the past. What I did not know at the time until I was trying to do my taxes with my accountant is that someone had stolen my card number and had made {$18000.00} worth of purchases at XXXX. Which was definitely not me. These fraudulent charges were not done using my XXXX account. For over 15 years I had XXXX credit and I have never overspent in the past. This past year my credit has suffered and I am struggling to make payments for items I never purchased. I am drawing in interest from these fraudulent charges and Citi is not helping me at all Over the past year I have made several fraud disputes with Citi but they refuse to work with me. They keep telling me to contact XXXX but since these fraudulent charges were never made using my XXXX account because it was not me they have not been able to help me either.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Problem with a company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I discovered several fraudulent accounts on my Credit reports from Home Depot being serviced by Citibank. I decided to give up and settle on account ending in XXXX which had a balance of XXXX. On XX/XX/XXXXXXXX I made payment in full with my debit card. The payment cleared my bank they are now refusing to provide a paid in full letter, acknowledging they received my payment and report XXXX balance to credit bureaus causing me prejudice to my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32955
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: In XXXX I opened up another account for my daughter. She is a minor and we only wanted to use the account for her allowances. When we signed up they told me we need to use direct deposit to avoid the service fees or have {$1500.00} or more on the account. We have been using direct deposit. But in XXXX they charged us with service fees and I went to one of the branches and asked why I am being charged with a service fees. They told me that I did not have {$1500.00} or more in the account. So I told them we did direct deposit to avoid the fees. And that my daughter is a minor and she is under my name as a joint account and I have more than {$1500.00} or more in my account. They said it works separately. Thankfully they refunded the service fees. And then I went and put more money in my daughters account from my account to have {$1500.00} or more. They still charged us again. I went and asked why am I being charged now. They told me that there was a period of time when there was not enough money in the account that exceeded {$1500.00}. And to avoid the service fees I have to do a direct deposit of {$250.00} or more which they never told me. I asked them when I was signing up a out the amount of direct deposit and they told me ANY AMOUNT. But now they changed there words and now all of the sudden asking for {$250.00} or more direct deposit a month. Its a minor account for allowances. I am getting frustrated by them changing words every time I go in there. It does not say it in the papers either. And when I was there trying explain they lady there did not listen and she just cut off and talking and she kept saying her things.
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: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A