Date Received: 2023-09-09
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: Around XX/XX/XXXX, I called CITI concerning fraudulent charges on my credit card. I believe the contact was initiated by a warning when I logged in online. I might have received a text as well. I called CITI on XX/XX/XXXX. I had a total of 3 calls to CIT on XX/XX/XXXX for a total of 39 minutes as they were having issues verifying my account. At that time, I let CITI know these were fraudulent charges and to turn the card off. I have had over 20 phone conversations from XXXX today XXXX, with CITI about the fraudulent changes for more than 4 hours in total talk time. We have gone through the charges more than once. I spoke with CITI on the following dates XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, and XXXX. On some of the dates, there were multiple calls. The fraudulent charges were made XXXX XX/XX/XXXX. There were pending charges after the 17th that never hit the account, as I had spoken to CITI. CITI recognized the fraudulent nature of the changes as they notified me once they started occurring. CITI should have turned the card off after I contacted them on XXXX. I have asked CITI for a case number associated with the disputes, and they said each dispute was its own case. There are approximately 38 fraudulent transactions. I received a notice from CITI around XX/XX/XXXX ( this is the date I retrieved from the mail ) saying that CITI had tried to reach me. They claimed that I did not contact them and were denying the dispute for that reason. When I called CITI, I was told a letter dated XX/XX/XXXX was mailed to me, but I have no record of receiving this document. When I called CITI on XX/XX/XXXX, I believe I spoke to the Dispute Investigation Department ( not sure of the actual name ) ; the representative was not able to see the times I had spoken to CITI prior, including the calls on XX/XX/XXXX for 24 mins, and XXXX for 17 mins. I have phone records of the calls, so I was very surprised that CITI claimed I had not responded. On XX/XX/XXXX, I was unable to get a resolution, and the agent refused to allow me to speak to a supervisor. Eventually, the agent transferred me to the Fraud department, and I went through all of the charges again and was told that the disputes was reopened. I called to follow up on XX/XX/XXXX and was told that the disputes were not reopened on XX/XX/XXXX. On the call on XX/XX/XXXX, I was told on the phone that they reopened the disputes, but I have not heard back and feel I am getting the runaround. After over four hours on the phone, it feels like CITI is trying to make the process as difficult and time-consuming as possible. It seems my prior conversations are not noted by CITI representatives. Looking online, I see many other consumers making similar complaints about CITI and their process to dispute charges. I filed an online Fraud/ID Theft report with the Colorado Bureau of Investigations this morning, XXXX. I have not yet received a case number. I have had this card for over 30 years, and CITIs system recognized the fraudulent nature of the charges. I am unsure if my credit card info or an actual card was stolen. I requested a replacement card from CITI on XX/XX/XXXX. I could not find my card but did not think it was lost or stolen, so the number was not changed. I have possession of a card ending in XXXX and think there was more than one physical card ending in XXXX because of the replacement sent. I could not get the information about the replacement card from XX/XX/XXXX from CITI until a call today that lasted 39 minutes. No consumer should have to go through this effort to dispute fraudulent charges. I did not make the disputed changes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80403
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-09
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: In Mid XXXX I completed XXXX balance transfer requests utilizing Citi Bank XXXX transfer system on their App. Again I made XXXX separate transfers XXXX was for {$490.00} to pay my chase freedom credit card ending in # XXXX. This transaction went fine and posted on XX/XX/XXXX -The second balance transfer was for {$490.00} as well to my chase freedom unlimited card ending in # XXXX. This transaction went through on Citi side and posted on XX/XX/XXXX as well, however it was never credited to my chase freedom unlimited card I have made at least XXXX phone calls to both chase and Citi trying to get this resolved to no avail I believe this to be an error with citi banks balance transfer app. I took a picture with my phone and it automatically reads the card and inputs it. On XXXX of my many phone calls to citi they stated that the payment was sent to an account ending in XXXX ... .my card ends in XXXX I was promised repeatedly that it had already been fixed and that I would see a credit and to wait for it to hit my account... ..it has not. I have even receive a physical letter from citi stating in has been fixed ( which I have included in my documents ) it has not been fixed to date Why is this so complicated... this has to happen all the time. I have spent hours on the phone with no results
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61761
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-09
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: I used my Home Depot card to finance my new roof including materials and installation. The roof is leaking causing water damage inside and outside my house so I contacted Home Depot. They told me to contact XXXX Warranty Claims Dept which I did and as requested sent XXXX shingles purchased from Home Depot. In XX/XX/2023, XXXX for Claim No XXXX said there is nothing wrong with the shingles and the damage was caused by the installation of the roof. XXXX told me they would contact Home Depot. I have not heard back from XXXX or Home Depot. The roof is guaranteed for 16 years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32003
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-09
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: I opened a 0 % credit card account and transferred 2 balances. One had the incorrect account information and credit card name. A check for XXXX was issued to Citi Card XXXX XXXX XXXX, XXXX KY XXXX- I have no account with Citi Card. Citi Card sent a letter to XXXX XXXX XXXX ( the new 0 % apr card ) saying they could not find the account on XX/XX/2023. The check was cashed the following day on XX/XX/2023 by Citi Card even though I have NO ACCOUNT WITH THEM and they asked for account verification. On XX/XX/XXXX I was sent a copy of the letter from Cit Card requesting my correct account information. I have been out of town and opened the letter yesterday along with an account statement from XXXX showing the balance transfer went through. I have contacted both XXXX XXXX XXXX and Citi Card numerous times today with no results. Both are pointing the finger at each other. Citi Card will give no info as I have no account, XXXX says they can not cancel the check since it was cashed. I will be very grateful for any help with this matter. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-09
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/2023, while in the process of booking a flight through XXXX XXXX, I was presented with an enticing offer to apply for a Citi AAdvantage credit card. The advertisement was clear : apply for the card, and upon approval, use it to complete my ongoing flight booking to receive {$250.00} in statement credits and XXXX miles after spending {$2000.00} in the first 3 months. On the application form, it stated : " If approved today, you will get an account number and temporary minimum credit limit to use on travel immediately '' Trusting these explicit terms, I paused my flight booking to apply and was subsequently approved for the card. However, the company 's system failed to reliably provide me with the promised account number. While Citi claims that a virtual card number is displayed briefly after approval, due to technical difficulties, this critical information was not accessible to me. When I sought a resolution from Citi 's customer service, they refused to regenerate or retrieve the number, stating it was a one-time display. I also requested this policy in writing for further clarification. This key limitation was neither disclosed in the promotion nor covered in the terms and conditions. Because of the company 's failure to deliver on their promise and their unwillingness to rectify the situation, I have missed out on the benefits of the promotion and incurred an unnecessary credit inquiry that has negatively affected my credit score, as well as a lot of time trying to resolve this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-09
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/2022, my XXXX account was compromised which had my Citi Double Cash card linked to it, the account was used to purchase some odd item with that card which amounted to XXXX. I immediately, within seconds, requested to cancel the order with XXXX and notified Citi of the problem. Citi thanked me for informing them and requested I wait to see if XXXX will cancel the order, and if not they will proceed with reversing the transaction. It seems at this point Citi opened a dispute and closed it marking it consumer responsibility as XXXX was supposed to handle it. To my misfortune and after many different attempts trying to get his resolved over a few months, XXXX could not cancel the order since the item bought was sold by a third party seller, of which they contacted the seller requesting a cancellation to no avail. I asked them how I'm supposed to get my money back if they can not refund it. The representative of XXXX told me to dispute it with Citi, as they have no way to refund the money to me. I took and have screenshots of this conversation. I went on to call back Citi, informing them of what happened with XXXX. The Citi representative asked me to send the screenshots to XXXX, and told me upon review of the screenshots a refund will be issued. This was in XXXX of 2022. I called back a couple months later as I did not see a refund, and to my surprise there was no notes or information about my prior call and none of the information was reviewed. I reexplained what happened, told them what XXXX said, told them what the last citi representative said, and they assured me it will be reinvestigated and I will be kept informed. Again, a couple months go by and nothing. I call back, again, and ask about any update. Lo and behold, there was no notes or information about that call either. At this point I'm quite upset, so I demand to speak with a manager, and after practically begging to speak with one I get connected to one after some time. I reexplain everything again, what XXXX said, what the first representative said, what the last representative said, my frustration with being deceived and delivered false promises, etc... The manager sympathizes with me, apologizes, and assures me the case will be reinvestigated. I thank them and hang up. This was probably in XXXX of this year, I cant quite recall. I waited a couple weeks, didn't hear back, didn't see a refund or update in my Citi app, so at that point I was done. Their fraud department is so frustrating to contact so I simply did not have the energy to continue fighting this battle. To this day theres no followup. FYI, the card number inputted on a later page in this complaint was an older card that has since been updated, i.e a new card number was issued. The number inputted was the number that was compromised.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33837
Submitted Via: Web
Date Sent: 2023-09-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-10
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: my identity was stolen and used to open several credit cards
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91367
Submitted Via: Web
Date Sent: 2023-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-10
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Greetings. Last XX/XX/XXXX I started receiving letters from Citibank saying that there was a problem with my mother 's address ( this is a conjoint account, where I am the primary holder ). I called the number provided and also contacted my branch manager in XXXX XXXX XXXX XXXX XXXX XXXX XXXX I provided the required documents. They said all was fine. Then, last month I could not pay a credit card using this account. I did not know why. Then the same week I received a letter saying that the account had been blocked. However, I had complied with the rules the letter mentioned. It states that an account can have a mailing address AND a physical address ( residential or business ). That is the case of all my accounts. In this particular XXXX XXXX, that was confirmed the month before ( XXXX ) by several calls to Customer Service and XXXX XXXX. However, on XX/XX/XXXX, after I received the letter XXXX suddenly said that I can not have a mailing address different from the residential one, denying my right of privacy. But in fact, based on what the Citibank letter says, there is no reason for this account to be blocked, causing me and my old mother stress and late payments in her credit cards. Citibank must reactivate my account immediately. After that phone call ( XX/XX/XXXX ), XXXX said she was going to call me back the same afternoon. She did not, just sent an email saying she had transferred me to another branch. That is rude and unprofessional. At the moment the account is still blocked, as my mother is traveling. This is outrageous. We had followed the rules, I have been with Citibank for 29 years in 3 countries. But from XXXX the service hasgotten worse and worse. It seems discrimination, like they are trying to get rid of me. Does the CFPB allow this kind of behavior? I hope not. Thanks, XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-09
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I had a Citibank Mastercard with a XXXX limit that I had completely used up and I was slowly paying it off a little each month as I have many other bills and I can not afford to just pay off the entire balance all at once. in the app one day I was making a change to the autopay feature and I somehow and completely unintentionally set up Autopay to pay off the whole balance due on the card each month. I intended to setup autopay to pay some amount under XXXX a month, a little more than the minimum payment. I realized I had made this mistake when one day I looked at my checking account and it was overdrawn by {$1300.00}. Citibank had attempted to pay themselves {$1800.00}. This was a result of what I had done on the app without realizing it. I immediately contacted Citibank and told them what happened, apologized for the mistake and explained that I never would have intentionally created an autopay for the full balance due since I had no where near that amount in my account and it had only just happened that day so they said it would be reviewed and they would be in touch with me to let me know if they were going to reverse this charge and send back my money. So next I called the XXXX XXXXXXXX XXXX where the checking account is and their explanation was a little Different as they acted as if I had nothing to worry about as the money was never transferred to citi and assured me it would be back in my account by the next day. It was back in my account the next day, but the day after that Citi once again attempted an electronic transaction to get the full balance owed from my checking account. The same day I received notice that Citi was lowering my credit limit to {$600.00}. After one more failed attempt to remove {$1800.00} from my checking account that was at the time down to a balance under {$200.00}, Citibank finally stopped that transaction from happening and with fees and interest, etc. my citi app showed the card now had a balance of {$2300.00} and that I was over my new lower credit limit by {$1700.00}. Soon thereafter the app indicated that my minimum payment due on XX/XX/17 would be {$1700.00}, the entire difference between my already existing balance and the new lower {$600.00} credit limit. I contacted citi and was told there was nothing I could do but payoff the whole amount over the {$600.00} limit and if I did not then citi would start adding {$40.00} a month as a penalty fee for exceeding my credit limit. So, because of the mistake I made with the app, it seems I am about to get seriously penalized by Citibank and their reps I spoke to didnt seem to think it made any difference that I am only over the limit because they retroactively lowered my limit and I have not engaged in any transaction that caused my account to be over the limit, I am only over the limit because they lowered it. They wanted to explain the reasons why my limit was lowered but that was really not the point, although I am certain they only lowered the limit when they thought momentarily that I had paid back {$1800.00} and lowered my balance to {$600.00}. I just dont think they should be able to lower my limit and then demand immediate payment of the entire difference, {$1700.00} as the minimum payment, which will if not paid cause them to add more penalties to the balance making it even farther over the limit. I mean can they just lower my limit to XXXX and demand all their money right now? They seem to think they can.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91030
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-09
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I signed up for the XXXX Citi credit card and in store I used my name of XXXX XXXX, Citi took this even though they had my full SSN and I'm an existing account holder and made a new backend profile for me. I found this out today when I tried to activate my card and it's forcing me to make a new account. I called in and their phone system is terrible and I got bounced around several times before getting someone. They informed me that Citi needs documentation of my name on a legal form of ID. I was offered to send this information via the XXXX mail or via fax. I denied fax due to it is fundamentally insecure and can not provide encryption as well as the post office where there is only a law protecting me, but someone can still sniff my mail. Neither of these methods can guarantee encryption of my data in the security of it. I offered multiple times to send a secure email to use the city document, upload center or any other method to where I can guarantee encryption of my data and Citi outright refused stating " policy ''. XXXX XXXX : XXXX
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: 2023-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A