Date Received: 2023-09-08
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I had made a non interest purchase for materials if paid in 6 months, company didn't put payments to promotional purchase, tried to have it fixed, they were not accommodating at all, made additional payments to be applied to purchase, and got charged over {$90.00} in interest even after being told I would not be Also effected payments to other cards that I have balance with, because I made over XXXX in payments to this card in past 6 months to not pay interest
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21122
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: Date of Application : XX/XX/2023 Requested Credit : Unsecured & Secured Secured Card : It appears that we have a bait and switch type of tactic being using as this Card is marketed for " rebuilding and establishing '' credit. Citi Bank has a recognized policy of extended credit based on relationship, and I've been a customer of thr bank for over 2 years. This Card does not present any type of risk to lending with the collateral secured by a deposit Only reason for denial would be to further hurt the financial situation, and not want to promote financial well being by the Card increasing the credit report positively, or XXXX discriminstion. Custom Cash Card : It appears that this card is being extended to individuals with XXXX 's credit score, and the current XXXX score is XXXX. There has been a long history of credit for 15-16 years with great payment history. Late payments are very good at XXXX out of XXXX payments paid on time and never late Income is average for the demographic. Inquiries I want these inquiries removed they are ruining my credit by black listing me and making me apply frivilously without ever obtaining credit. Every household is required to have a credit card for emergencies!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45424
Submitted Via: Web
Date Sent: 2023-09-08
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: Add-on products and services
Consumer Complaint: I am filing this complaint due to a credit card debt issue with Citibank Best Buy Credit Services and a Breach of Contract. Here is a summary of what happened : On XX/XX/XXXX, I lost my Full-Time Job in order for my previous employer to maintain the financial stability of their company and promptly informed Citibank Best Buy Credit Services of my job loss for this very reason. I contacted Citibank Best Buy to request the activation of the Enhanced Debt Protection Program that I had been consistently paying for and purchased on XX/XX/XXXX. I contacted Citibank at XXXX and spoke with a customer service rep who I believed understood my request and informed me to wait for a written confirmation via postal mail regarding my Enhanced Debt Protection request. On XX/XX/XXXX, I received a response from Citibank Best Buy Credit Services, however, it did not acknowledge my request to activate/begin the Enhanced Debt Protection Program due to job loss. Instead, the letter referenced a " Covid-19 Related Relief '' without specifying anything I spoke with the customer service representative about regarding the Enhanced Debt Protection Program. I immediately called Citibank Best Buy regarding the misunderstanding. This customer service rep assured me they would get started with the Enhanced Debt Protection Program Request and I was told to wait for another letter of confirmation in the mail. Subsequently, I received another letter this time stating that " no Covid-19 relief request could be applied at this time, '' indicating another misunderstanding of my request. The following months became more and more difficult to get on the phone with Citibank Best Buy customer service and eventually, I was no longer able to access my online account despite the automated messages informing me to make my requests online due to customer service being inundated with calls as the pandemic grew. On XX/XX/XXXX, I received a letter from Citibank Best Buy Credit Services stating that the Enhanced Debt Protection Program was canceled due to non-payment on the account. Despite my continued efforts to communicate my situation and activate the Enhanced Debt Protection Program that I purchased in XXXX, my requests were never properly addressed. One month later, my account was sent to collections and acquired by a junk debt buyer. Citibank Best Buy Services breached this contract by failing to activate the program as requested when I indicated I experienced full-time job loss, which was a covered event under the program. Due to Citibank Best Buy Services failure to activate the program upon my initial and immediate request, and then the subsequent cancellation of the program despite my efforts and without proper justification, I should not be held responsible for the outstanding credit card debt, which was initially protected by the Enhanced Debt Protection Program. The attachments will show my Credit Card statement for XX/XX/XXXX that shows the Receipt of Purchase of the Enhanced Debt Protection Program on page 3 of 9. I will also include the Termination of Employment email from my previous employer, all correspondence from Citibank Best Buy and the letter of Cancellation of my Enhanced Debt Protection Program received 1 year after I made my initial request to activate my Enhanced Debt Protection Program.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85226
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: My card was declined for dinner. I contacted citi to understand why. I was told that my security code - the code i reset 5 times to the same word when my card informatikn was last compromised- would not work. Therefore i was unable to understand why my card would not authorize a transaction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 04103
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: We routinely pay slight more than our needed amount in a given credit card cycle. One month prior to the issue at hand, the balance required to be paid was {$3500.00} and we paid {$5000.00}. Next month required to be paid was {$3400.00} and we paid {$6500.00}. the next month required to be paid {$2800.00} and we paid {$3000.00}. We are paying current month charges before the cycle closes each time and paying above and beyond the prior month closing balance. The issue, the cycle starting balance of {$3400.00} was due for that cycle and we paid {$6500.00} via separate payments various return credits of {$560.00}, a mid cycle payment was {$2000.00} and end of cycle was {$4000.00}. That {$4000.00} was apparently not early enough even though it was in the current cycle. Citi wanted payment on the first and we sent it on the third and our cycle closed on the XXXX. We were charged {$68.00} for it not being in by the first. So, {$3400.00} less the {$2500.00} of " timely '' payments is {$870.00} not received by the first. {$68.00} interest divided by {$870.00} is 7.83 % which would be 93.96 % for the year and even worse if you figured the 7.83 % was only for 3 days. I understand we were late because we didn't pay attention and I would eat the {$68.00}. That statement closed with a balance of {$2800.00} which was once again due by the first. We paid {$3000.00} on the XXXX of the month before the first to avoid the issue. The cycle closed and we were charged {$93.00} of interest. That takes the total interest to {$160.00} of interest for the {$870.00}. That would be a 228.55 % APR. We called Citi, they explained it takes them XXXX months to charge the interest and there should not be any for the next month with a timely payment. They could/would not explain the calculation and they could not waive the interest charges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
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: Someone stole my Citibank Double-Cash Credit card Number and information and used it to make numerous charges on XX/XX/2023. I was given a text alert and immediately called Citi within the hour and confirmed to them I DID NOT authorize those charges. I had the credit card closed out and issued a new card within 3 days. I followed up through out the days calling Citi Customer service and their Dispute Operations to explain I did not authorize the charges. On XX/XX/2023 Citi credited my account balance of the charges and my XXXX and XXXX Statements were showing the correct balance I owed. I pay my account balance on the XXXX of every month and receive an email from Citi showing {$0.00} balance upon payment. Then all of a sudden on XX/XX/2023 one of the charges ( {$720.00} ) I did not authorize appeared back on my credit card balance. I have been calling Citi customer service and Citi Dispute Operations to dispute this charge of {$720.00} but nobody at Citi is listening to me or correcting my account balance of the fraudulent charge! I am not responsible for this fraudulent charge. Citi has not resolved my complaint and credit my account balance of this charge I did not authorize way back on XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53095
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: In XXXX of XXXX, Best Buy was offering a 24-month no-interest promo however this was during the pandemic. They claim that they didn't have adequate staff to fix the contract to reflect what the current promotion offed. Best Buy never cleared this up with Citi Bank. Citi is the issuer of the credit card. Two weeks after receiving the order I stressed to the BBuy rep about the contract that needed to be updated I was reassured that Citi was aware of the the issue. Trusted that they would rectify the matter. I ended up going paperless and automatic billing as I navigated my way through life in fear of a Pandemic. Citi never rectified the contract in the meantime Citi went with the 18 mo promotion and not the 24 mos as promised. This is a predatory practice I'm sure they take advantage of senior citizens who can not protect themself. On XXXX XXXX XXXX, I called Citi and they advised me that It was too late for them to do anything about it I should have called six months early. This is a case in which the two companies do not communicate with each other on behalf of the consumer. Each company says it is the other fault.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10475
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: on XX/XX/23 i tried to use my citibank credit card ending in XXXX it was .declined. then i tried using my citibank XXXX XXXX card ending in XXXX it was also declined. i called citibank and was informed that citibank had closed both accounts unbeknownst to me. both of these credit cards have rewards associated with them. the XXXX had rewards of {$2600.00} accrued. citi promptly sent me a check. the account ending in XXXX had cash rewards of {$28.00}. when i asked to redeem the money, i was told that it was forfeited. why? these are rewards that i earned by making purchases at XXXX. i might understand it if i had closed the account, but it was citi who closed it. also there is an inherent inconsistency citi 's policy. why did they send me a check for one citi account, but not the other. both of these credit cards are under the citibank umbrella.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: In XX/XX/XXXX, my CITI COSTCO XXXX credit card account was seriously compromised. I asked customer service/fraud department to investigate and close the account. My card was just replaced after few more fraudulent charges they identified, last four of the card XXXX. This was the last card I received.After paying the last statement ( see attached ) seeing they did not close the account yet, I blocked myself the card/account on XX/XX/XXXX. Prompted by an alert by mail, Sunday, XX/XX/XXXX I called again.I was transferred to fraud department talked to " XXXX from Texas '' who promised she will verify me and close the account. After this call my account info was changed, email, address etc, I was locked out of my own online account and starting this moment new credit cards were issued, cards I did not request, authorize nor I did receive. What I did receive were the alerts of " suspicious activity ''. As a good customer I called every time and after few people hung up on me I talked to the fraud department ; I told them is fraud and ID theft and I begged them to close the account ; each time they promised to verify and close the account but instead issued a new credit card. Last episode was on XX/XX/XXXX. I talked to XXXX who asked me if I agree to forfeit my {$80.00} rewards on the card. I said " yes '' just close the account.She promised to send me in XXXX h an email to confirm the account closing. Saturday, XX/XX/XXXX, called to inquire about the email I did not receive, talked to XXXX, who communicated that the account is not closed, and a new card was issued on Friday, XX/XX/XXXX. The COSTCO CITI credit card customer service was/is enabling and perpetuating the ID theft, on XX/XX/XXXX perpetrators tried to compromise my CITI bank account I was paying the credit card with. I went in person to the CITI bank location in XXXX and closed the bank account I had since XXXX ; the private banker was outraged by my story, talked on a secure line with CITI COSTCO credit card, fraud department, disputed all fraudulent charges pointed out all wrong info on my account, changed by perpetrators ( email address, residential address etc. ) ; the call ended with the promise that I will receive in 30 days a letter that will confirm the closing of the credit card account. The private banker thought the issue was resolved ( see attached her email ) XXXX XX/XX/XXXX to speed up the process I sent a letter to the CEO of CITI BANK and CEO of CITI COSTCO XXXX card telling my story ( attached ). I received a reply from CITI executives communicating that I will have an answer in 15 days, but 30 days later still no answer. On XX/XX/XXXX I sent by email to Citi Executives the ID theft report together with the letter detailing the laws the credit cards have to abide by in these cases and on XX/XX/XXXX sent by mail the same documents to the fraud department together with their last alert ( at that time ) dated XX/XX/XXXX ( attached ). Their answer to all this, was to send another alert with " suspicious activity '', dated XX/XX/XXXX, for a totally different card,. No explanation, no answer, no communication, all they wanted, it was for me to step back on the hamster wheel and call them, practically to do again what I did for the last 8 months, with absolute no information, no result and no resolve. Please see the attached documents. I am an exemplar customer, I always paid in time my dues, I never have passed a deadline for anything not only credit cards payment, before the ID theft my XXXX score was XXXX or more.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21218
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Made my deposit of {$5800.00} through the app since I dont have a local branch in my state on XXXX XX/XX/2023 around XXXX after work. Deposits were accepted, then around XXXX on XXXX XX/XX/2023 my accounts were closed without notice. Ive called numerous times on XXXX XX/XX/XXXX from XXXX to XXXX, from numerous corporate offices, customer support lines, and theft prevention. I finally spoke to XXXX from loss and theft prevention department after being referred from a Citibank atm out of state and was told my deposits were deemed invalid even though they were money orders purchased the day prior. I asked about my deposits and the money already in my account and was told it would be mailed in XXXX days. I called today XXXX XX/XX/XXXX because that time has elapsed and no representative will help me without the account number to a now nonexistent account. I couldnt be helped because of their mistake and now invalid banking information. This has now put me in an unnecessary financial bind and XXXX customer support, theft prevention department and corporate offices refuse to help, listen or act.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72113
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A