Date Received: 2023-09-26
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: This is a formal complaint against BESTBUY/CBNA, a financial institution, and XXXX, a consumer reporting agency, for multiple and egregious violations of the Fair Credit Reporting Act ( FCRA ), 15 USC 1681, and the Privacy Act of 1974, 5 USC 552a , as well as other relevant statutory and regulatory provisions. This complaint pertains to excessive, non-consensual inquiries into my account and inaccuracies in XXXX 's credit reports, particularly when compared to reports from XXXX and XXXX. The Fair Credit Reporting Act, 15 USC 1681 section 602 ( a ), mandates that consumer reporting agencies, like XXXX, exercise their substantial responsibilities with fairness, impartiality, and a profound respect for the consumer 's right to privacy. In this regard, the Privacy Act of 1974, 5 USC 552a, establishes safeguards for personal information held by federal agencies. BESTBUY/CBNA, as a financial institution, is obligated to respect the privacy of its customers and protect the security and confidentiality of nonpublic personal information, as articulated in 15 USC 6801 . However, my complaint revolves around the excessive, non-consensual inquiries made into my account. 15 USC 1681 section 604 ( a ) ( 2 ) clearly states that consumer reporting agencies may furnish a consumer report only " in accordance with the written instructions of the consumer to whom it relates. '' Neither BESTBUY/CBNA nor XXXX obtained my consent, let alone written consent, to furnish this information. Consequently, I formally revoke any and all consent, regardless of its form, be it verbal, non-verbal, written, implied, or conveyed by any other means, to XXXX, XXXX, XXXX, and BESTBUY/CBNA. Furthermore, my complaint extends to the inaccuracies in XXXX 's credit reports. 15 USC 1681e mandates that " Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title. '' XXXX 's credit report inaccuracies, particularly concerning inquiries, violate these procedures. Specifically, XXXX 's credit report contained inquiries that were not present in the reports from XXXX and XXXX, a clear violation of the accuracy requirements under FCRA. These inaccuracies cause undue harm and confusion to consumers like me. I request that the CFPB conducts a thorough investigation into this matter, emphasizing the excessive violations of privacy and the inaccuracies in XXXX 's reports. I further request that appropriate actions be taken to rectify these infringements, and that XXXX is held accountable for its failure to maintain reasonable procedures.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77406
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: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: **Please disregard the original complaint # XXXX as there was a mistype in the complaint. ** This is a formal complaint against BESTBUY/CBNA, a financial institution, and XXXX, a consumer reporting agency, for multiple and egregious violations of the Fair Credit Reporting Act ( FCRA ), 15 USC 1681 , and the Privacy Act of 1974, 5 USC 552a , as well as other relevant statutory and regulatory provisions. This complaint pertains to excessive, non-consensual inquiries into my account and inaccuracies in XXXX 's credit reports, particularly when compared to reports from XXXX and XXXX. The Fair Credit Reporting Act, 15 USC 1681 section 602 ( a ), mandates that consumer reporting agencies, like XXXX, exercise their substantial responsibilities with fairness, impartiality, and a profound respect for the consumer 's right to privacy. In this regard, the Privacy Act of 1974, 5 USC 552a, establishes safeguards for personal information held by federal agencies. BESTBUY/CBNA, as a financial institution, is obligated to respect the privacy of its customers and protect the security and confidentiality of nonpublic personal information, as articulated in 15 USC 6801 . However, my complaint revolves around the excessive, non-consensual inquiries made into my account. 15 USC 1681 section 604 ( a ) ( 2 ) clearly states that consumer reporting agencies may furnish a consumer report only " in accordance with the written instructions of the consumer to whom it relates. '' Neither BESTBUY/CBNA nor XXXX obtained my consent, let alone written consent, to furnish this information. Consequently, I formally revoke any and all consent, regardless of its form, be it verbal, non-verbal, written, implied, or conveyed by any other means, to XXXX, XXXX, XXXX, and BESTBUY/CBNA. Furthermore, my complaint extends to the inaccuracies in XXXX 's credit reports. 15 USC 1681e mandates that " Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title. '' XXXX 's credit report inaccuracies, particularly concerning inquiries, violate these procedures. Specifically, XXXX 's credit report contained inquiries that were not present in the reports from XXXX and XXXX, a clear violation of the accuracy requirements under FCRA. These inaccuracies cause undue harm and confusion to consumers like me. I request that the CFPB conducts a thorough investigation into this matter, emphasizing the excessive violations of privacy and the inaccuracies in XXXX 's reports. I further request that appropriate actions be taken to rectify these infringements, and that XXXX is held accountable for its failure to maintain reasonable procedures.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77406
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: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: Paid off a settled charged off account with Home Depot by Citibank. Contacted Citibank settled account in full on XXXXXXXX Requested paid in full letter they are claiming I didnt pay. Their system Shows paid in full but are refusing to apply payment and update balance hence keeping me from Reporting to credit bureaus and getting a loan.
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 with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Around 2 weeks back, my credit score went down by XXXX points, when I have never missed any payment ever. I called XXXX and found out that there is a credit card debt in my name. After looking deeper into credit report, found a Citi bank account associated with my SSN that I never opened. It has a balance of {$13000.00}. So I opened a dispute with XXXX to fix this fraud situation and take it out from my SSN. Also, reported the issue to Citi bank immediately. Citi bank did their investigation and confirmed to me on the call that this account is not associated with my SSN anymore and it was indeed a fraud. XX/XX/XXXX, My credit score again went down by another XXXX points. I contacted XXXX to find out that the Dispute is now closed, as per the creditor the account is still associated with my SSN.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94545
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: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: My credit card was closed yesterday XX/XX/2023 without any notice or opportunity to rectify. I had the credit card available balance in case of emergency home repairs ( I am in Florida and hurricanes are getting worse ) and would have easily set up autopay on some monthly expenditures had I known it would be closed. In addition, customer service ( XXXX ) asked if to reopen, would I agree to a credit check as if I were applying anew after I gave all my personal information. He could not say whether this account closure would negatively impact my XXXX XXXX and then a credit check... He could not provide any meaningful information as to the ramifications of the account closure or contact information to the company 's regulatory and compliance department. My biggest concern is the no-notice or opportunity to rectify but also their firewall of no information as to the effects of their actions to my credit and basically, requesting a new application. Lastly, I worked very hard to rebuild my credit and have been very diligent to maintain it in good if not excellent status ( 805, not sure what it will be next month ). I am concerned my ratios will be negatively impacted by losing this line of credit all of a sudden and not knowing if their account closure adds to the impact. It seems because they were not making any money off of me, they abruptly closed my account. As I indicated, to ensure a good credit rating I would have and will gladly transfer monthly autopay accounts to their card. Thank you for your assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I report abuse of trust by a former co-worker in the process of processing the AUTO loan and where they took advantage of my good will and conducted a whole process of strong consultations with different banks and financial companies, through deception, manipulation and tricks. unscrupulous The car process is requested by XXXX XXXX ( XXXX XXXXXXXX XXXX XXXX - Please see attached data / Digital backup ). XXXX XXXX asked me to help accompany her to her office ( XXXX XXXX ) on XX/XX/XXXX, because she was being offered a car and she wanted to know the amount of the monthly payment and financial responsibilities. - First. They checked her credit and her credentials. ( SSN ) And the salesperson who helped her at that time told her that her credit score is incredibly low and that she needed to present a guarantee and contribute a higher premium to the AUTO. Given that the monthly fee would be approximately USD XXXX to XXXX. Having this information, XXXX XXXX suggested to the seller that she try my personal credentials ( SSN ) to see the numbers and take advantage of my credit history and see if the monthly payment could be lowered. So, $ XXXX was a very heavy amount for her finances. She was looking for an average fee of approximately USD XXXX. I acted in good faith and with the healthy intention that we would try the alternatives and that she would make the best financial decision for her budget. She and the sales associate assured me that only 1 inquiry would be made to the credit bureau and that it would be smooth. And it would not affect my score in the slightest. situation, which is NOT true at all. At no time do I request and/or provide my authorization for multiple inquiries to be made for credit validation and I NEVER request to be the main debtor and/or co-debtor in this credit process. Here, the deceived, used and useful fool has been my person. And I was almost scammed, due to this bad practice and abuse of trust from my former co-worker.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I applied for a new card and received it in the mail and activated it. As I was attempting to add the card to XXXX XXXX as it requests in the app as part of the setup steps it asked to verify by sending a text to the phone number on file. I selected that option and never received the text. I tried to have them call and never received the call. I then called in to have them add the card to XXXX XXXX where they requested to call a landline which I dont have a landline to receive the code. They asked to call back later to get a verification code which I did and they called me back on my same number using call waiting and added it to XXXX XXXX. The representative said the card was unlocked and the fraud block lifted. After making a couple purchases on the card it got marked with a fraud alert again. I called back in and they asked if I had another bank account with citi I could verify with as well as a bank account I use to pay Citi which I did not have added yet. The only resolution has been to send a letter to my mailing address which will take 4-7 or 7-10 business days depending on which Citi rep you are talking to. They are preventing me from using my card as agreed on and they have not been able to tell me at all why the card was flagged as they were normal purchases they asked about and now the fraud block requires a different verification. The citi fraud team has been entirely unhelpful and the methods of verification dont have anything to do with my identity another landline apart from the number I applied for the account with shouldnt be the only alternate route to verify and I can provide ID background info etc but they are not consistent with the options I have to verify from one call to the next. I have requested a supervisor and it has been a terrible experience so far working with them. Part of the reason I applied for the card is due to the bonus miles from using the card but I am unable to spend on the card to achieve the bonus without access to my actual card so it feels a lot like a bait and switch so far. My ideal resolution to this would be that they are able to verify my identity so I can use the card and not wait for verification through mail in 7-10 business days when I just received the card to the same mailing address within the last 3 days so another piece of mail sent just proves I am at that address recieving mail but I obviously am if I have the card in my possession and activated it when they sent it to that address.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85339
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: Citibank informed me via their chat support, in writing, sometime in XXXX or XX/XX/2023 that my secured credit card will be unsecured and a check would be mailed to me in XX/XX/2023. I called their customer support XXXX to verify this, one time before XXXX, once during the month of XXXX, and once today, XX/XX/2023. The first 2x I called them they informed me I would be receiving a {$500.00} check in the mail and the card would be unsecured. The 3rd time I called them, they informed me that my card would not be unsecured and would be reviewed again in 12 months, and they stated that they sent me a letter in XX/XX/2023 confirming this. Citibank uploads all letters sent in the mail via a secure platform on their mobile app. I have letters from before XXXX, and after XXXX, however no such letter regarding the card being unsecured is anywhere in the app and I never received a letter regarding the card being unsecured in the mail. I would have never made the decision to use the card, and would have used a different card and would have left a XXXX balance on it had I known that it was not going to be unsecured. I want the card unsecured and I want my {$500.00} back NOW. This is unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 565XX
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have to attach a copy of the letter In sent to Citibanl which explains my problems. 1. ) My balance may be low in my account but it is a positive balance. I have several debit transactions " pending ''. I base my account balance on what my app says is my " available balance '' which is supposed to include amounts for all pending transactions. They are pending anywhere from 3-7 days. Routinely. They post on the day I get my paycheck deposited. They post, Citibank then adds them as posted transactions but they are being deducted twice from the balance of my checking account. Citibank allows several transactions to be paid although they overdraw my account. This month. I was overdrawn by approx. {$900.00} from debits Citibank made from my account, paying them back for provisional credits they gave me from XX/XX/2023 through XX/XX/2023. I filed a dispute for unauthorized mobile purchases- sign based going back to XX/XX/2023. I saw several transactions to the same XXXX stated as a " debit wallet authorization '' or a " mobile purchase-sign based ''. I was told by the Citibank XXXX That there was a difference as one payment method was done putting my debit card number directly on the XXXX 's website for payment, and the other from a mobile or digital wallet. I do not use a mobile wallet. The main XXXX where these mobile transactions took place do not accept mobile wallet or third party mobile wallets for payment. I had been watching my transactions closely on my statements since around XXXX. What caught my attention was the fact that I had made purchases online to a XXXX XXXX for coin packages. There were transactions made often enough for me to notice that were for {$50.00} and there would be 2-4 transactions occurring 2-4 minutes exactly for the same amount. It would be next to impossible to purchase a coin package of {$50.00}, go back to the game you were playing at usually no more than {$1.00} a spin, and run out of coins in 3 minutes and go and purchase another. I checked my statement transactions against the XXXX 's record of my transactions and they matched. I did not think I spent that much. From XXXX XXXX, 2023 statement records showed an increase in mobile wallet transactions. On the XXXX statement, there were XXXX of a page showing transactions made to one XXXX on XX/XX/2023 alone. I could not afford to spend that much. My total debits at the end of that statement period were {$11.00}, XXXX and credits for the month were {$11.00}, XXXX. I only make {$4000.00} a month. This statement did include provisional credits for a dispute I filed for unauthorized transactions. My last XXXX statements are a mess. Transactions are out of order. They are grouped into amount of transactions, not by date and time so it is difficult to keep track of or figure out suspicious transactions. I sense that I am being double charged for my debit card transactions. They tell me that the date the transactions post is the day the XXXX picks up the payment and led me to believe that they then deduct the amount of the transaction from my balance. I always thought when the bank gets the transactions, they are deducted from my account at that time and funds set aside for 10 days. It looks to me like the XXXX gets paid. The transactions stay pending until I get a deposit in my account. They then post the transactions. They allow several transactions to be processed that overdrew my account. Then my mortgage payment is returned for insufficient funds. My last check on XX/XX/2023 for {$3000.00} was deposited. All the debits for provisional credits I had received were debited from my account along with {$1000.00} in unauthorized ACH withdrawals that occurred after I filed the disputes on XX/XX/2023, without my knowledge or consent and while they had a block on my account. One of the XXXX withdrew {$1600.00} from my account when they received the charge back items that were numerous They refunded {$550.00} of that amount but refused to refund the remaining {$1000.00} due to the increased workload it put on his company. Each transaction corresponded with legitimate credit they made to my account for XXXX winnings dating back to XX/XX/2023. My paycheck for {$3000.00} was deposited right after Midnight that morning. They put a block on my account and I was unable to access my money to pay bills. The bank gave me {$1000.00} in provisional credits for these unauthorized transactions. They debited my account for that amount also along with a disputed transaction of {$300.00} from a transaction that originated on XX/XX/2023 that I received provisional credits for. That was close to or more than {$1500.00} of my check. My house payment was returned for insufficient funds as it overfrew my account by {$210.00}. The mortgage payment was added back into my balance and i then, once again, had a positive balance of {$430.00}. I am still trying to find out if my mortgage payment was made. On XX/XX/2023, i filed a dispute for unauthorized mobile purchases sign based going back to XX/XX/2023. There were several. The Citibank XXXX did not go over each individual transaction but there were several. He gave me XXXX claim nos., filled out the dispute information himself and filed the dispute. In my letter, I stated there was a mathematical error in calculating the total amount of the credits given to me on XX/XX/2023 alone. Their calculations show provisional credits of {$2100.00}. I added them up manually and my total was approximately {$3300.00}, a discrepancy of {$1100.00} which has not been credited back to my balance. That would have helped with my mortgage payment. I sent my Appeal letter to Citibank in XXXX XXXX, S.D. on Friday. On Saturday, I saw they had placed a block on my account. I can not access any information. I can not download my XXXX statement to give you a total amount of all debits that I had to refund them for provisional credits given. They found in favor of the XXXX as I did not provide sufficient documentation to support my claim. The XXXX. I spoke to said my checking account was set to be closed. She could not give me any information about my account. She said I would receive a letter. In XXXX days from Citibank as to why. I asked if they received my Appeal of their decision in XXXX disputes. XXXX {$1000.00} of unauthorized XXXX withdrawals they allowed to be processed to a XXXX on XX/XX/2023 after several provisional credits were given to me and my social security check had bern deposited and I could not gain access to my money to pay bills. But Citibank allowed a XXXX to withdraw these funds from my checking account without my knowledge or permission. They had given me provisional credits for that amount then debited {$1000.00} on XXXX XXXX for the provisional credits paid they say I owed the bank. Citibank is liable for repayment to me for these funds. The transactions are still in dispute and have not been refunded to mr. As stated, the XXXX refused to refund that amount to me. They have not had to pay for any chargebacks. However, on XX/XX/2023 when I discovered the block on my account and was denied access to my money, I called Citibank. The XXXX. Informed me that there were XXXX separate investigations going on. XXXX had XXXX transactions, the second XXXX and the third XXXX. I was shocked as I did not realize there were that many. I told the XXXX Just to cancel my dispute as I could not wait a month or XXXX for them to lift the block on my account so I could pay my bills. I received a notice from Citibank stating they received my cancellation of that dispute. The notice said I received {$100.00} in provisional credits that they would debit from my account Citibank continued with their investigation of this dispute after I cancelled it. Recently, they said I had cancelled my dispute of the unauthorized XXXX withdrawals on that day. I did not even know about them at that time. Those are also still in dispute and now the minimum of {$1100.00} that has not been credited to my account yet due to Citibank 's mathematical error. The whole statement needs to be recalculated as I suspect there are more mathematical errors in their favor that they need to credit or pay me for. The XXXX Today did not answer my questions about the Appeal and the extra money they owe me from investigating a dispute for which I received one notice and one claim no. For each individual transaction. They wanted me to write down each claim no. For approx. 200 transactions. I am still working on it to submit to them. They know i presume that that is a time consuming chore. These notices came after I had cancelled my dispute and they continued their investigation. It is obvious that these transactions were fraud or not mine as almost all of the notices state " This notice is to inform you that our investigation of this transaction made from YOUR DEVICE WITH CARD ENDING IN XXXX found in favor of the Merchant and we will be deducting the provisional credit we gave you on _____date in $ XXXX. I told them I do not have any debit cards or credit cards ending in XXXX and never have. The notice states tge transaction was for an account ending in XXXX and my account does not end in that. Basically. I was told that my account will be closed in 60 days. Why it takes that long is beyond me. I do not think they were planning on reviewing my disputes. I was told that at the end of 60 days, they will refund me all deposits made to my account during those 60 days. I told her I could not wait 2 months for my money. I can not see the activity going on on my account. It bothers me that my income is depodited into this account and they can continue to charge me debits for provisional credits that I know were from unauthorized transactions. I fear that they will claim that I owed them most of my paycheck due to refunds I owe them from credits given here or there and they will take most of it. I have mo control over it. I mentioned the math error and refunding the amounts they claim their investigation could not find sufficient evidence to pay for, and i think they are responsible for the XXXX withdrawals they processed without my consent or knowledge and while my account had a block on it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93619
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: Closing an account
Subissue: Company closed your account
Consumer Complaint: Citi bank closed my account due to fraud transfers from my XXXX XXXX to my account. My account was closed they said they will provided my balance after 30-60 days which would be XX/XX/11 now they are saying they wont give me my funds because they closed my account due to my last check deposit I have to contact the maker have them issue a refund. Its inconvenient to have my employer due that due to the fact they confirmed check was cashed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91343
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A