Date Received: 2023-09-20
Issue: Other features, terms, or problems
Subissue: Problem with convenience check
Consumer Complaint: I have a credit card issue through Citibank. All the preferences for this account list every transaction document as paperless. I began receiving balance transfer checks for this account. I requested verbally to not receive these checks now or ever in the future. The first request was made over two months ago. The checks began then arriving once every two weeks. I have contacted Citibank multiple times, and told them that under no circumstances should I ever receive these balance transfer checks. Ive been assured on multiple occasions that I will not receive these checks ever again and that my preferences have been updated. I continue to receive these balance transfer checks, And believe that by sending these out my account could be compromised, as these checks could be used if stolen. Citibank seems to have no way to stop mailing me these checks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I filed an official written complaint to Citi Bank and still have not received a resolution. They acknowledged receipt and gave me a complaint number of " XXXX '' but still no response. ( documentation available if needed ) The complaint is due to the fact Citi Bank disabled my internet banking access for my credit cards 3 months ago without warning or reason. I am signed up for E-billing so I no longer get my bills nor can make payments online. I have contacted Citi Bank on numerous occasions and was told they don't know how to fix it. According to regulations a written complaint must be answered and can't be ignored so I would like a written response to my complaint from Citi Bank. Thank you,
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: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I received a virtual credit card from Goodyear tires on XX/XX/2023 for {$100.00} Exp XX/XX/2023, the term to spend the money was too short and when I asked to extend the Exp date they refused. I followed all the terms to meet the requirement but didn't have enough time to use the credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94598
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
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: XXXX XXXX XXXX XXXX XXXX I disputed five charges on my Citibank credit card by one merchant ( XXXX XXXX XXXX ) regarding two XXXX units the merchant admits they never installed. Citi asked for additional information which I provided in full XXXX The 5 charges totaled {$31000.00}. Citi reversed the {$7600.00} charge on XX/XX/XXXX and the {$7100.00} on XX/XX/XXXX in my favor. I discovered recently that Citi rescinded the {$7600.00} they'd previously credited to me on XXXX They can not provide a reason because the files are " so old ''. I've followed up with Citi 's Dispute Dept. 8X over the span of a year while they pretended to process my dispute until they aged it out into irrelevancy, then tried to blame me for their failure. On XX/XX/XXXX, I called Citi who told me the claims were all closed. In addition to the {$7600.00} they reneged on, Citi refuses to reverse the {$6900.00} and {$1800.00} charges for my alleged failure to respond to another request for info which they inadequately posted to my account without notifying me. The information was unnecessary in any event, as evidenced by the fact all the same information I provided XXXX XXXX XXXX allowed them to reverse two other identical charges ( and the reneged charge ). All five charges relate to the same merchant for the same transaction. The merchant admits they defrauded me by taking money for services they never rendered. All five charges should be treated the same and all should be reversed in my favor. Citi reversed charges for {$15000.00} but refuses to reverse {$16000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63130
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: The existence of a derogatory rating on my account is causing me significant concern. I am deeply worried about its potential impact on my credit. It has already resulted in the denial of a recent loan application and an increase in the interest rates on my existing credit accounts. I want to emphasize the severe financial and emotional distress that this negative rating has caused me and will continue to cause until it is resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33125
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Other features, terms, or problems
Subissue: Credit card company forcing arbitration
Consumer Complaint: A few weeks ago, I was purchasing a product on XXXX, but as soon as I tried to put my card through, there was a problem with the merchant. I finally realized the merchant was not credible, and backed out of the transaction. I called Citi and we went through what we thought was a 'fraudulent transaction '. They gathered all of the information and I was issued a new credit card in the mail. The old one was destroyed. So it was caught in time. Now, Citibank Double Cash MC is sending me an 'Investigation ' inquiry as part of a dispute, which means I may be liable for the purchases. I do not understand why they do not recognize the difference between a " Dispute '' and a " Fraud '' transaction. There is no dispute here. The merchant is not credible and the transaction was not completed. Still, Citi takes XXXX billing cycles to investigate. I have so many questions surrounding this. Why am I being targeted for the crime? Secondly, a " XXXX '' ( positively terrible ) in Customer Service was no help whatsoever. I would like to understand how Citi differentiates between fraud and a dispute, and why I'm being investigated when I did nothing wrong? This letter is a fraud in and of itself because it is NOT a dispute with the merchant, but it's obvious Citi doesn't conduct background checks on its merchants, and that IS a problem for the consumer. So who is at fault here? I would like to know what to do with this letter, and what is going on. Or we will need to resolve this in court. There is no dispute. It was a fraudulent transaction by a major financial firm who did not do the appropriate background checks before issuing the use of their credit cards for merchant sale. This is a case closed. I have the new credit card and it was a transaction of fraud That's the bottom line.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60025
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: I was scammed by someone and they sent me fake checks and told me to wire transfer them money. The checks were fake but despite my account having no balance, the bank allowed for the activity to go through and I have a negative balance that i have to pay back now and I called the bank several times, they either said they cant disclose anymore information about what happened or cant help me at all with my issue despite me explaining everything clearly about what had happened.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10002
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened my Citibank account on XX/XX/2023. They blocked my account on XX/XX/2023. I opened a Citibank account because my wife has Citibank and wanted the convenience of having the same bank. I used my XXXX XXXX XXXX from them and maybe that triggered a fraud warning, but unsure. They told me I would be mailed a check with my balance within 30 days and wouldnt be allowed to use my account. Its been over 8 months and Ive received no check and every time I call I get the run around or hung up by the service agents.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94118
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
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 booked a stay at the XXXX XXXX in XXXX, TN, through which I thought was the hotel website, for the dates of XX/XX/XXXX through XX/XX/XXXX, total cost {$3200.00}, with my Coscto Citi Card. Due to unforeseen circumstances, we were unable to make the trip, so on XX/XX/XXXX, I called the XXXX XXXX to cancel the hotel reservation. I spoke with XXXX who told me the reservation was booked under XXXX ( conf # XXXX ) and they could not cancel the reservation for me. I then called XXXX and was informed they had no record of this reservation, and the confirmation number was not one of theirs. At this time, I also realized I had never received a confirmation email for the reservation. On XX/XX/XXXX, I called both the XXXX XXXX and XXXX during the daytime hours to again inquire about canceling the reservation but received the same responses, neither would cancel the reservation. I knew then that I must have been scammed, so I immediately filed a dispute through my Citi account online. On XX/XX/XXXX, Citi sent an online letter stating the " Merchant '' had responded. I immediately called the Citi billing dispute center to find out who the merchant was as neither the XXXX XXXX, nor XXXX claimed responsibility for the reservation. I was told by the Citi representative it was XXXX XXXX. I informed her I had never heard of XXXX XXXX and would never book a stay through a company I did not know. On XX/XX/XXXX, Citi sent an online letter stating the merchant ( XXXX XXXX ) would not issue a refund because I violated their cancelation policy of not canceling before XX/XX/XXXX. However, as explained above, I tried to cancel this reservation on XX/XX/XXXX, and XX/XX/XXXX, but I was unable to do so. At this time, I attempted to contact XXXX XXXX. It was very difficult as I could find no phone number for this company. I involved a family member who is a lawyer, and she found a group on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. It was there that I found an email address for XXXX corporate and XXXX customer service. I emailed both and received a response stating that since I filed a chargeback with my credit card, there was nothing they could do to refund my money. On XX/XX/XXXX, Citi sent an online letter stating I was responsible for the charge ( {$3200.00} ) and marked my dispute as " resolved ''. I was shocked and extremely disappointed that Citi did not protect me from this scamming company and refund my money. I called the Citi billing dispute center to speak to someone for an explanation. They stated that they tried to get XXXX to refund my money, but since XXXX stated I violated their cancelation policy ( regardless of the events surrounding my attempts to cancel ) there was nothing they could do, thus, holding me responsible for the charge. Citi also stated that since I willingly gave my credit card number, it was not considered fraud. I tried numerous times to plead my case to the Citi billing dispute center. On one occasion, I was made aware by the Citi rep that the series of numbers following the charge on my credit card statement was actually a phone number. I called this number on XX/XX/XXXX, and spoke with XXXX from XXXX ( XXXX apparently has several different names and companies they are affiliated with ). XXXX advised that there was never a confirmed reservation under my name, and she stated that I was not in violation of the cancelation policy. XXXX stated she would file a chargeback that would take XXXX business days, and I would then receive my refund. I asked her to send confirmation of this. She only sent the original hotel confirmation to me. ( This was the first time I had ever seen this hotel reservation confirmation ). I never received any money from this XXXX, and every time I called back to see where my refund was, I was told since I filed a chargeback with my credit card company, that I would have to go to my financial institution for the refund. ( You can see the discrepancy from the first phone call. ) ( It is important to note that I never received a confirmation email from XXXX XXXX confirming my reservation until I spoke with XXXX on XX/XX/XXXX, and requested one. Thus, I had no way to know who or where to call to cancel my reservation, which is why I called the hotel directly. ) I have excellent credit and always pay my credit card balances on time. I feel very wronged by Citi that they did not protect me from the scam that XXXX XXXX ( now called XXXX XXXX ), is running. This is why I used a credit card and not a check card to book the reservation, because credit card companies are supposed to protect consumers from scams. I have filed complaints with the Pennsylvania and California Attorneys Generals as well as the XXXX. I am a hardworking consumer who unknowingly fell into a scam and deserves to be protected by my credit card company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 16066
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX, I called THD XXXX XXXX XXXX and made a payment in the amount of {$750.00}. I asked the representative to apply payments as follows : 1 ) apply a requested amount toward a monthly minimum payment, 2 ) the rest of the money apply toward promotional balances starting with the oldest. The rep XXXX ( Agent ID XXXX ) and rep XXXX from the financial (? ) department assured me that the payments will be applied as directed. XXXX also read the statement/disclosure indicating that the allocation will be applied as discussed. The call was recorded on XX/XX/XXXX @ XXXX XXXX EDT. On XX/XX/XXXX, I called THD XXXX XXXX and made another payment in the amount of {$640.00} to close the promotional balance only which expires on XX/XX/XXXX. I made two payments during the same billing cycle ( XX/XX/XXXX and XX/XX/XXXX ), the minimum monthly payment was covered during the XX/XX/XXXX payment. The due date is the XXXX day of each month. The reference number is XXXX XX/XX/XXXX @ XXXX XXXX EDT. On XX/XX/XXXX, I noticed that the payment in the amount of {$640.00} was not applied toward my expiring promotional but applied only partially and the monthly minimum was taken out of this payment again leaving the outstanding balance of {$450.00}. I called back on XX/XX/XXXX, at XXXX XXXX EDT. The rep XXXX from a supervisor team assured me during the verbal statement on a recorded line that my payment in the amount of {$640.00} made on XX/XX/XXXX will be re-applied toward an expiring promotional as a requested XXXX out the outstanding balance. Today, XX/XX/XXXX, I noticed that the outstanding balance of promotional charges in the amount of {$640.00} is indeed zeroed out, but the balance was moved to an earlier closed promotional charge which now generates compound interest daily. This is not a first assurance when THD XXXX XXXX employ deceptive practices. The consumer has no options to make payments as needed, instead, the consumer is forced to call in to request an allocation otherwise the promotional charges can not be paid overtime but must be paid along with the monthly payments. The CC Services do have the option to allocate additional money to promotional charges, but the consumer can only select up to 3 expiring promotional charges and the funds will be allocated in the way that only 33 % will be allocated to the first promotional charge, 33 % to the second, and 33 % to third, or if a consumer selects to pay off two promotional charges, then only 50 % will go toward the first selected charge, and 50 % to the second promotional charge. But if the consumer wants to pay off several ( two or more ) promotional charges at the same payment, there is no way to select 100 % for each promotional outstanding balance. The consumer must call in. However, even if the consumer calls in and requests payment allocation, that does not guarantee that the payments will be allocated as requested. The payments can be allocated whatever the " system '' allocates which makes the tracing of allocation of funds incredibly difficult. This is a deceptive practice by THD XXXX services and I am certain that many if not thousands or hundreds of thousands of consumers are affected by this practice. I am also asking the Consumer Financial Protection Bureau to initiate a thorough investigation into the XXXX XXXX services and take legal action against financial THD XXXX XXXX that engage in unfair, deceptive, or abusive practices. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27587
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A