Date Received: 2023-09-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a checking account with Citi in XX/XX/2023. The reason I signed up was because I am a XXXX male. Citi claims they are the bank for XXXX- people according to their advertising. I deposited 2 checks from the IRS on XX/XX/2023. One for {$430.00} and another one for {$1100.00}. I received communication from Citi that they had " confidential '' information that I was doing check fraud because the deposit would not be accepted. The money was held but released when the check cleared. I inquired about this " confidential '' information. I asked the representative and they had no answer. I am not sure what Psychic or Fortune Teller service Citi uses for these false claims. Then in the future, Citi gave me problems with Credit Card Fraud on my Credit Cards. Citi even closed some of them. I noticed today XX/XX/2023 that one of them was closed without any communication. I have never had a bank that functions like Citi does and makes false allegations against their customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 54703
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: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I closed my Citibank account after 33 years. In the morning of XX/XX/XXXX, I received a bill from a vendor through email, then signed onto the Citibank app to pay the bill using XXXX. Instead, the words Access Blocked appeared over the basic checking account information. After four phone calls to Citibank, I was informed that my joint account of 33 years had insufficient KYC data re : my wife, the account co-holder. My wife received exactly zero requests from Citibank for the information no emails, no phone calls, no textmsgs, no hard copy mailings. Rather, Citibank simply froze our assets held at Citibank. While the Citibank checking account played a small economic part in our financial picture, it played a very important one XXXX it was a facilitation account to keep vendors paid regularly. Ensuring that people are treated fairly and that I pay bills on a timely basis is very important to me. Over the following two days and more than four hours on the phone with Citibank representatives, the block was lifted. It is true that collecting XXXX information is critical for XXXX and that banking institutions need latitude to ensure the integrity of their banking relationships. Its also true that fair and reasonable notice should be given to customers to ensure customers have the opportunity to provide the information prior to an asset freeze. During one of the several phone calls to Citibank, the representative indicated that Citibank reaches out to people prior to freezing assets. Not true in our case and it often may not be true. I am not seeking monetary damages ; rather ensuring Citibank provide fair and reasonable notice to customers and that regulatory rules be enacted and enforced to ensure they do so. More than highly frustrating, this type of incident reinforces the American publics underlying concern of the US banking system and undermines the integrity of fairly doing business in the United States. Until only recently, my concerns were limited to actions of cyber-criminals and market-driven bank-runs. Now I am more concerned about the actions of the very institutions entrusted to protect our money and livelihood.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 630XX
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: Problem with personal statement of dispute
Consumer Complaint: I opened a card in XX/XX/2023 AFTER I was assured there was no Hard inquiry. I followed up a with a number of calls ... that HD mentioned were recorded for quality purposes to make sure there was no Hard Inquiry now after 7 months I see a Hard Inquiry on my credit score showing, and Home Depot they are saying it is correct and they can not remove it
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08831
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: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I enrolled with a Citibank XXXX XXXX XXXX card for XXXX store promotion during checkout at a XXXX 's retail XXXX. The store provided a temporary ( paper ) card with number. I then found XXXX 's online systems were broken to the point of not being able to access the account at all, for over a month. Weeks of stereotypical customer support fiasco followed. I eventually filed a Better Business Bureau complaint in an effort to compel Macys to respond. I was eventually issued the physical card they originally failed to deliver, so that I could access the account, review statements, and pay the balance. A late fee was reversed, and I paid the interest balance on the account in addition to the principal balance. This was the extent of the compromise initially reached. That is, I paid the entire account balance XX/XX/2023. I have since checked the account 's status and confirmed that the balance is {$0.00}. In a response letter to a Better Business Bureau complaint, a XXXX XXXX representative further stated that the balance at that date ( XX/XX/2023 ) was {$0.00}. There has been no activity on this account whatsoever since the initial purchases ( and refunds ) made in XXXX. A credit monitoring service from XXXX ( which I have instituted following this incident ) is now alerting me that this account shows an interest charge and a balance. I have attempted to access my account via XXXX XXXX XXXX XXXX and have received a message that " We can not display your information at this time ''. I am unable to manage the account in any way. As far as I am concerned whatever activity is now transpiring on this account is nothing short of credit card fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 020XX
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 when making payments
Subissue: Problem during payment process
Consumer Complaint: Made the XXXX payment of {$41.00} on XX/XX/XXXX and made the XXXX payment of {$41.00} on XX/XX/XXXX due to possibly not having access to make XXXX payment. Spoke with XXXX, XXXX number XXXX who informed me that the second payment of XX/XX/XXXX would be applied to XXXX and not to worry and volunteered to give me his badge number in case they " gave me a rough time ''. Citi applied both payments to XXXX and did not follow through as their employee XXXX told me they/he would. Now I have to make another XXXX payment. That is dishonest to say the least.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 166XX
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: Fees or interest
Subissue: Problem with fees
Consumer Complaint: This is for wayfair credit card on XX/XX/2023 and XX/XX/2023 I made two payments of XXXX each to be directed to my interest free for 24 months balance. I did these payments online and then called over the phone to have them posted to the intrest free for 24 months. They were done and when I was done with the last one I was advised my balance was XXXX. Then in the coming month I charged XXXX to the card for the statement for XXXX XXXX When When I received my statement for XX/XX/2023 my total due was XXXX. But there was a charge for XXXX which I never did. I called the company they advised me there was a payment that was reversed by my bank for XXXX. I advised them that was not correct and filed a dispute. I got my new statement for XX/XX/2023 stated my balance was XXXX I called and I filed a dispute the agent told me they did not see any payments made by me for XXXX and I filed another dispute, because I never heard about first dispute. Then in XX/XX/2023 I received my new statement balance was XXXX because the last agent credited me interest charges for XXXX while dispute was being investigated she stated I was not suppose to have the returned payment of XXXX because I never attempted that payment. Mean while never heard about dispute so I continued to make minimal payments. Finally XX/XX/2023 I filed another dispute for the same charge and finally got a response that the charge for XXXX was not from a retunred payment it was a issue with my direct payments being applied to the account. i was told by account manager that when they add direct payments to a account there is suppose to be equal positive and negative charges to balance out the account but in my case there were only postives and no negatives but they fixed it and account balance is correct. I hung up the phone and for the first time I when threw all my statements since XX/XX/2023. I found that oon my statements there were a lot of direct payment adjustments on my account that I never made. There as followed XX/XX/2023 XXXX, XX/XX/2023 XXXX, XX/XX/2023 XXXX, XX/XX/2023 XXXX, XX/XX/2023 XXXX, and XX/XX/2023 XXXX. I only made two direct payments of XXXX each on XX/XX/2023 and XX/XX/2023. I called the bank back and spoke with XXXX from tennessee on XX/XX/2023 at XXXX XXXX we were on the phone for 1hr and 10 min he went threw my entire account and found there was a error with the direct payments and he advised me he filed another dispute. I called back the next day to see if there was a dispute filed I was told no, so I asked for a account manager I was put on hold and called dropped. I called back on XX/XX/2023 spoke with XXXX from tennessee explained to her the entire situtation she researched and found there was a error as well with direct payments, She stated we should remove all direct payments and start all over to fix your balance she put me on hold and then came back and adivsed the direct payments are to old and the system will not allow her to remove or change them. She advised she needs to speak with a supervisor to have them removed she put me on hold and came back and advised they are to old to be removed and there is nothing that can be done. I asked her what do you mean this effecting account balance and my credit she apologized and advised there is nothing that can be done. My account balance is XXXX and over the limit by XXXX they are not willing to fix my acocunt. Someone messed up on the direct payments and the company will not fix the issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33612
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 purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: An unauthorized purchase was performed at XXXX XXXX on XX/XX/2023 for {$500.00} with my Citi credit card account. The charge was disputed, and the bank ruled against me. The bank stated that I participated in the transaction. The bank stated that the card used during the transaction was a card ending in XXXX, belonging to my wife. My wife is an authorized user ( has an " additional card '' ) of my citi account. Citi asked me to confirm that the card was in our ( me and my wife ) possession. Citi asserted that the card was present, and that the " chip '' was used to complete the purchase. Citi claims the chips can not be duplicated. Hence they conclude that we participated in the transaction, and ruled against me. I contacted Citi via phone on XX/XX/XXXX, and they confirmed that the extent of their investigation was that the " chip '' was used, and that those can not be duplicated. Citi apparently decides to routinely ignore the fact that there are known attacks against EMV ( a.k.a. chips ) and immediately rule against the consumer. I don't have any sort of proof as to the time of this writing - that the transaction was indeed EMV-based. We had possesion of the card ending in XXXX, and we ( my wife and I ) were both hiking up a mountain at the time we received texts from the bank asking for confirmation for the transaction regarding this complaint. Makes me wonder how often this happens, and how much money Citi is keeping from the customers. This due to Citi immediately ruling against the consumer whenever the disputes are about *supposedly* EMV-based transactions XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98074
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: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: In XXXX, 2023 I received a letter from XXXX XXXX XXXX XXXX on behalf of CitiBank N.A. On XX/XX/2023, I sent a detailed letter requesting the following : XXXX. Certified copy of the XXXX contract or agreement between XXXX, CitiBank, and I ; XXXX. XXXX ' business license, showing that they have the authority to do business in the XXXX of Ohio ; XXXX. XXXX ' Debt Collector License in the XXXX of Ohio ; XXXX. Complete payment history between me and the alleged Original creditor XXXX. The Original Purchase Agreement that shows XXXX legally owns the alleged debt. Including all of the terms and that are included in the purchase agreement ; XXXX. The age of the alleged debt ; XXXX. A calculation of whether the Statute of limitations has expired for collecting the alleged debt ; and XXXX. The last action taken on the account for the alleged debt. I sent this letter Certified Mail - Return receipt requested. XXXX XXXX : XXXX. XXXX received the letter on XX/XX/2023 at XXXX am. I received the return receipt, Receipt No. XXXX. Today, XX/XX/2023, I received a letter from CitiBank, attempting to validate an alleged debt that they are having XXXX collect on their behalf. They only sent me a stack of credit card statements, and included that since they - CitiBank- is a national bank that they are not required to hold a debt collection license. " To the extent you asked about our authority to collect this debt : As a national bank, we are not required to hold a debt collection license. '' I never asked CitiBank to validate my alleged debt, nor were ANY of the demands in my letter addressed to CITIBANK, but to XXXX XXXX XXXX XXXX, a separate third party entity. CitiBank then claims to have provided everything to me that their third party debt collector is required to provide, when they clearly haven't and consider this alleged debt as valid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45013
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I check my credit report regularly. I noticed CBNA on my report. I do not have an account with them. I contacted them and using my social security number and my email, they could not find an account. Im not sure why Im seeing this. Ive never had an account with this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27107
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Changes in loan terms during the application process
Consumer Complaint: In XX/XX/XXXX, we initially wanted to take out a mortgage between $ XXXX. We communicated this to XXXX XXXX, the mortgage lender, who advised us to apply for the largest amount of money that we would possibly need and then provide citibank with a finalized loan amount XXXX week prior to closing. When the time came to provide this new amount, XXXX alerted us that the terms that we had locked in would not apply if we dipped below the jumbo loan minimum ( {>= $1,000,000} ). This was the first time we had learned of this citibank policy. To save our rate, we requested to borrow only {>= $1,000,000} on XX/XX/XXXX. On XX/XX/XXXX, we received an email from XXXX XXXX, another mortgage broke, on behalf of XXXX XXXX to let us know that changing the loan amount would trigger a 10 day freeze on the account which would put us past our initial closing date of XX/XX/XXXX. Given this information, we were forced to take out a loan for {>= $1,000,000} which is about {$800000.00} more than we need. The problems continued from there including but not limited to XXXX repeatedly asking for information that we had provided previously, delays in receiving the required paperwork to close as scheduled which resulted in two last minute cancelled closings, multiple days taken off work for me and my husband or the above mentioned closings that did not take place. With the lack of an approved mortgage and the jeopardy of losing our house, we started mobilizing cash assets at a cost as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A