Date Received: 2023-09-16
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: THE HOME DEPOT/CITIBANK pulled my report without authorization on XX/XX/2023. I assume related to fraud found on my report. Ive attached police report and
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91945
Submitted Via: Web
Date Sent: 2023-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
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 to paid {$2100.00} to a contractor in XXXX, ( XXXX XXXX XXXX ) for a service via XXXX XXXX linked to my Citi Bank Credit card. After a month has passed an several follow ups the contractor number and website was deactivated when started requesting a refund. I disputed the charge with my credit card company on XXXX for goods and services not rendered. After which 10 Unauthorized charges via XXXX XXXX hit my Citi Bank account from said contractor. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This is not normal spending for an individual and their algorithm did not pick it up nor was my account blocked. From the first fraud dispute on XX/XX/XXXXXXXX Citibank stated it was from a digital wallet and advise I remove from cards from XXXX XXXX which I did. Every new card they issued kept being updated on a digital wallet which Citibank admitted they were having issues unlinking from their end. Every rep and supervisor said the same thing. Citi bank confirmed with me on XX/XX/XXXX they were finally able to unlink the digital wallet that the charges were coming from but yet still a charge got posted on XXXX Fraud decided moved all the reported unauthorized / fraud charges to billing dispute on XX/XX/XXXX because I had " Initial Contact " with the contractor Citibank dispute department is now treating all 10 fraud charges as if they are my initial charge on XXXX I have provided numerous information to Citibank explaining that the contractor contact number and website is no longer available for me to dispute with them for a refund and the 10 charges from XXXX XXXX XXXX was not me. I even provided a receipt from another contractor who I hired to complete my service. All the conditional credits there were provided totaling = {$23000.00} are now being reversed and they are closing the disputes in favor of the contractor.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33578
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Since I was XXXX, I have always paid the statement balance for all my credit cards. I have never been charged a late payment or interest in my life. Since taking out a promotional loan from Citi Bank, the statement does not correctly show the amount I need to pay to avoid interest charges. The statement includes the interest-free loan as what is due and does not separate new charges appropriately. For the last 4 billing cycles, I have called in, sometimes multiple times for one issue, requesting the correct amount to pay to avoid accruing any interest. Each time I call, every agent always starts with the same answer, they include the account balance as the amount I need to pay which includes the interest-free loan. I then explain that I have the interest-free loan and then they gave me the amount that is labeled on my statement as " Purchases ''. I pay that amount and then get charged interest. After the first time this happened, I called back to figure out what went wrong and all I got were the same answers. One agent even told me that I owe money for the transactions that are current but have not been generated on any bill and were transacted after the most recently generated bill. I am filing this complaint because I am at a loss. I have tried for 4 months to get in touch with someone who can help me!
Company Response:
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I paid off my balance over the phone as I thought I had already paid it. I pay my bills in the entirety usually before I get the bill. I received a notice to pay and called because i was confused I had already paid it. It was 2 days after due date and the person said they would give me a 1 time courtesy for the late fee. I guess it never happened and received an alert through text 2 weeks ago that I owe {$140.00}. It is late fees upon late fees for the promised 1 time courtesy back in XXXX. They said they do not have the transcript of the phone call. And strange I only received notice now. My balance should be {$0.00}. It is some scam the company is using
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94610
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I first requested in writing to close all my accounts on XX/XX/2023 because i moved to a state ( SC ) where Citibank does not have any branches. They closed the checking accounts but not the 2 XXXX XXXX accounts. I was told to submit another request in writing. I mailed it XX/XX/2023 but after that, only 1 of the accounts was closed. Every month since then, the 1 remaining open savings account incurs a {$25.00} service fee so i call customer service and they reverse the fee and they tell me the account will be closed next month. Today, XX/XX/2023, after the same scenario, I asked to escalate my case and I was with a supervisor who tried to connect to Retail Service Operations while I was on hold. After 1 hour 5 min, my call was picked up by a different agent and when i explained that i was placed on hold, she advised that i call back the regular customer service number. At this point, I need assistance in resolving this since the normal channels are unsuccessful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29414
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Over the weekend it was either XXXX, XX/XX/XXXX or XXXX that I open an online banking account with Citibank because I already have a credit card through them and I have moved from the state of XXXX XXXX to XXXX and I open an account. I transferred {$50.00} from my account in New York to do initial funding and then on XXXX, XX/XX/XXXX I was issued a refund for an earnest check from XXXX XXXX XXXX XXXX XXXX And they physically gave me the check on XXXX, XX/XX/XXXX. I use the mobile deposit feature with my Citibank app to do a mobile deposit of this check so I would have access to these funds while Im waiting for my unemployment to start and to get my first paycheck I called Citibank to find out when these funds would be available. These funds I was told would be available on XX/XX/XXXX. I called them right after I did the mobile deposit on XX/XX/XXXX on XX/XX/XXXX. I went into my mobile app to just to check to see if my funds were available those funds were not showing it was still showing as pending, so I started a mobile chat with Citibank to inquire on when these funds would be available. The person that I was on the mobile conversation was the mobile app said that these funds were going to be available by XX/XX/XXXX and he said possibly sooner if the check cleared so later on the day of XX/XX/XXXX, I went onto my mobile app to just check the status and happen to see if the funds may be had cleared and when I went in my account my banking account checking account was not even showing I couldnt even see it, I did call Citibank to find out why I couldnt view this and I was told a block was put on my account and I really didnt understand why so I was told to give it XXXX to XXXX hours. The box should be removed and everything would be fine. I did called on XX/XX/XXXX oh no XX/XX/XXXX which was XXXX to find out about my account and I was transferred to the fraud department I was being accused of fraud. I did not commit any fraud. The representative that I was on the phone with which happens to be in XXXX, and they will not connect me to anybody in the United States, or anybody of hire service in Citibank that I could speak with. They told me that my account was in the process of being closed because of fraud they said it would be XXXX to 60 days before I would be able to get any funds if they approve me getting any funds from this account I called the XXXX XXXX XXXX XXXX XXXX to ask them if there was any way they could put a stop payment on the check that they issued me and issue a new one I would pay their fee they were going to do that for me and when they called the bank to put the stop payment they were told by their bank that the bank had already cleared the check, so Citibank got my money on XX/XX/XXXX, Citibank is telling me that the check has not cleared that they are going to close my account even though they verified with XXXX XXXX XXXXXXXX XXXX XXXX that they gave me the check and that the check was legitimate they are saying that I have committed fraud, which I have it. They are blocking access to money that I need to get by on until up. I get my first paycheck I have I dont know what to do I dont know how to fight them. I know it takes XXXX to XXXX business days with you guys to help with these complaints but do you if theres any way anybody can help me this heater I would appreciate it, they refused to transfer me to anybody that could maybe help me to try to expedite this they refuse to unlock my account. They are saying that I committed fraud which I didnt. They are saying address is in this and that does not match. I told them I changed my address on your website. I have not had a chance to change my address on my drivers license because I just moved here to Alabama and I am trying to get my house set up And they dont care and I have a gut feeling that these people are going to take my money theyre going to try to say that I committed fraud and theyre going to keep my XXXX and {$50.00} that I deposited with them in good faith, that so I would have some money to use to pay some bills wow Im in this transition process from XXXX to Alabama I just need how do you need some help to report these guys are of this predatory and fraudulent practice that they are doing. They wont even call the customer to let them know that they blocked the account. They want the customer to go in and try to either use their account or check something to find out that theyve blocked it and then be told that for some reason theyre just not gon na open their account and unblock it so they can get to their funds and theyre going to close their account and theyre going to make you wait XXXX to 60 days until they decide if they want to give you your money back, this is wrong but I just need some help from somebody. Ive got my email with my phone number. I just need some help thats all thank you if theres anything else you need just let me know. Thank you much bye-bye. Another address that they may have associated with this banking account is XXXX XXXX XXXX, XXXX, NY XXXX. I dont know if me changing my address to where Im currently living causes. I have no idea but if thats the case, its still wrong because I did it still didnt do anything wrong I moved so I just need resolution please thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 360XX
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I am writing to bring to your attention a legal matter which has been ongoing since XX/XX/XXXX. This is related to the closure of my late father 's bank account with Citibank, which has been handled by Citibank in a way that is very confusing and distressing. On XXXX XX/XX/XXXX my father very sadly and completely unexpectedly passed away. He was in XXXX with the family at that time. Later in the year we found out that my father was a Citigold customer at Citibank, XXXX, Florida. My father had no will but under XXXX Law he has XXXX beneficiaries all XXXX other beneficiaries gave me the authority to act on their behalf, in securing their rightful inheritance, in this case my late fathers bank account with Citibank. Under XXXX law, that is all that is needed for me to assume that responsibility. At the beginning of XX/XX/XXXX, I contacted Citibank for the first time by telephone and informed the bank of my fathers passing. Since then, even though I have provided every single document from the checklist Citibank originally sent, together with some other documents requested on several occasions at a later stage, often with insufficient or no explanation or justification for such requests. Despite that, Citibank refuses to release my fathers funds, although Citibank has recognized seemingly, that the XXXX of us are indeed the rightful beneficiaries. During the last XXXX years Citibank and their team assigned to my case were not only making it difficult to effect the closing of my late fathers account and the release of the funds to his proven beneficiaries, but they also threatened me on a few occasions with changing the status of the bank account to inactive as well as abandoned. Therefore, I hereby respectfully request you and your office to contact Citibank on our behalf to sort out what lies behind their refusal to act professionally and reasonably in releasing our funds. If my late fathers funds are not promptly released, I will have no choice but to consider potentially seeking legal redress, with all the additional stress and costs that such a course of action could incur for us. I await your response, and I am hopeful that the Consumer Financial Protection Bureau can help in resolving the closure of my late fathers Citibank account and the release of the funds to his rightful beneficiaries. The history of this whole process thus far, is set out in the attached document.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
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: Citi XXXX by XXXX has rejected a dispute request for a charge on services not rendered ( wedding flower preservation ). I was charged {$530.00}, by ( XXXX ), in XXXX of XXXX. Due to XXXX, wedding was postponed until XX/XX/XXXX. XXXX promised to preserve my wedding flowers in a resin cast but I never received the product. In XX/XX/XXXX, I was told that I should reach out to my creditor since XXXX would be closing their doors and no longer offering refunds to consumers. I supplied my creditor with ample evidence of the charges and services unrendered. In the first communication from Citi, I was told that I didnt supply adequate information with my claim. Therefore, I resubmitted a new claim with the missing statement and a printout that another Citi consumer had received a chargeback ( for an XXXX purchase ) even though the 60 days from billing for a refund had also passed for them. I dont understand how a creditor can get away with giving credit back to only some consumers but not all who find themselves in the same predicament. This seems to be an unfair credit practice and should be regulated to better protect the consumer. I have lost faith in the creditor and would consider leaving the company if I had the option to keep my XXXX membership with an alternate creditor.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91320
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I am unable to login to my Citi consumer account online. As such, I can no longer manage my " AAdvantage Platinum Select - Citi - World Elite XXXX '', see balances, or update payment information. The error I receive when attempting to login is " For security reasons, we can not allow you to proceed. If you require assistance, please contact Citibank Online Customer Service at XXXX [ TTY XXXX ] and mention Error Code MFA. '' When calling that number, i am sent into an endless loop as it does not even recognize the card number I provide. When speaking to citi agents, they request me re-register my account, over and over, which leads nowhere. This has been going on for over a month. Citi is not servicing this card as they should and provides no avenues for assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33467
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: To whom it may concern : I am writing in response to CITIBANK NA reply ( ATTACHED ) regarding my consumer rights under federal privacy laws. While I appreciate your response, I believe CITIBANK NA has fundamentally misinterpreted its obligations under both the Gramm-Leach-Bliley Act ( GLBA ) and Fair Credit Reporting Act ( FCRA ). As established in my previous analysis, FCRA Section 1681a ( d ) ( 2 ) ( A ) ( I ) excludes transaction data between myself and CITIBANK NA from a consumer report. This means CITIBANK NA can not legally furnish this information to consumer reporting agencies. While CITIBANK NA claims that 15 USC 6802 ( e ) ( 6 ) ( A ) provides a GLBA exception allowing it to share my transaction data with consumer reporting agencies with first complying with 15 USC 6802 ( a ) & amp ; ( b ), this is incorrect. This exception explicitly states it only applies when the sharing is in compliance with the FCRA first. By furnishing information excluded under the FCRA, CITIBANK NA failed to meet the requirements to utilize this exception. Therefore, CITIBANK NA can not rely on 15 USC 6802 ( e ) ( 6 ) ( A ) and remains bound by the opt-out notice mandates in GLBA Section 6802 ( b ) ( 1 ), which they violated by denying me my right under federal law to restrict the sharing of my personal information. It has also come to my attention that this private information was shared with the intention of collecting extensions of credit by extortionate means, which is also crime under 18 USC 894. Furthermore, by knowingly providing false information about my federally guaranteed privacy rights under GLBA, CITIBANK NAs actions constitute an intentional deprivation of my consumer rights codified under federal law. This violates civil rights statutes intended to protect the exercise of legal rights from interference. Additionally, willful denial of my privacy rights through false pretenses facilitates the unlawful access and use of my personal data, meeting the definition of identity theft under both federal and Washington state laws. These criminal issues require urgent redress in addition to civil liability. Finally, failure to adhere to GLBA, FCRA, and other federal laws also constitutes a breach of the contractual terms binding CITIBANK NA to comply with applicable regulations. In light of these violations, I again request CITIBANK NA immediately remove any non-public personal information from my credit file, provide an accurate opt-out notice, and cease any further unauthorized reporting. Because CITIBANK dishonored my previous notice, I have incurred avoidable damages. Should CITIBANK NA again fail to comply with the request made in this notice, I will be forced to file a case in my local small claims court to recover those damages. I am still however willing to resolve this matter privately and discharge all liabilities caused, but only in exchange for an immediate deletion. Please confirm receipt of this notice and that CITIBANK will begin taking steps to address these violations without further delay. NOTICE : A Signed & notarized copy of this notice has been mailed via USPS Certified Mail
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A