Date Received: 2024-02-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Citi cards XXXX XXXX South Dakota account XXXX I want the time and date the account was open the time and date the account was closed and time and dates of the XXXX late payments in writing I want to see it
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93292
Submitted Via: Web
Date Sent: 2024-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-22
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On my XX/XX/XXXX Citi credit card statement, I had XXXX balances with differing APRs : {$250.00} at my standard purchase APR of 26.74 %, {$930.00} at a promo APR of 3.99 %, and {$3800.00} at a flex loan APR of 9.99 %. On this statement, underneath the promo rate balance, it states : " Promotional Rate Expires XX/XX/XXXX, '' wherein the {$930.00} would be moved to my standard purchase APR. On XX/XX/XXXX, I made a payment of {$150.00}, about half of the minimum payment due. On XX/XX/XXXX, my transaction history shows that {$860.00} was moved from the promo APR to the standard purchase APR. In an attempt to pay off the rest of my minimum payment plus the entire standard purchase balance which I now believed to be about {$1100.00}, I made a payment of {$1300.00}. This payment was made in good faith, based on their policy as well as the Credit Card Accountability Responsibility and Disclosure Act of 2009 which states " Upon receipt of a payment from a cardholder, the card issuer shall apply amounts in excess of the minimum payment amount first to the card balance bearing the highest rate of interest, and then to each successive balance bearing the next highest rate of interest, until the payment is exhausted. '' Immediately after making the payment, my Citi app showed my flex loan balance reduced to {$2500.00}, meaning the payment was allocated to a balance with an APR of 9.99 % rather than my standard purchase balance with an APR of 26.74 %. When I called that day, the Citi representative I spoke to ( and several representatives since ), have told me that I must wait until the statement period closes in order for their " system '' to understand how to properly allocate the payment. This seems at odds with the fact that their system understood to move my promo APR to my standard purchase APR in the middle of my billing cycle. This means that Citi would have charged and collected interest on that balance between XX/XX/XXXX and XX/XX/XXXX. In any case, that representative forwarded a request to a team that issued a refund check to me in the amount of the excess payment, {$1100.00}. The amount was charged back to my account on XX/XX/XXXX, and as of today, XX/XX/XXXX, I have still not received that check in the mail. For the record, the refund was not because a refund was what I wanted, but because I believed Citi could not reallocate the payment manually, and I had to a. wait to receive the check, and then b. remake the payment once my statement closed. Today, I was able to view my latest statement. This statement now reflects a " new balance breakout '' of {$2000.00} as an Adjusted New Balance, and my Citi Flex Plan Balance is {$2500.00} ( an increase, with interest charged, but still reflecting the excess payment was allocated here ). In the interest charge calculation section, it states {$990.00} was subject to my standard purchase APR, {$450.00} at the promo APR, and {$3000.00} at the flex APR. I don't fully understand how this section was calculated. I spoke to XXXX Citi representatives today. The final person I spoke to said they put a stop on the refund check and are going to apply the {$1100.00} to my standard purchase balance. Perfect, that's what I always intended to do. That SHOULD satisfy my entire standard purchase balance. However, it seems somehow there may still be a leftover balance of {$890.00}, despite having made no additional purchases on the card. It's as if when they applied the credit charge, somehow that increased my standard purchase balance even higher than it was on the XXXX statement. The person I spoke to said they would issue a " request '' for a team to move this balance to my flex balance. This entire process seemingly will take XXXX business days. This solution could and would be fine. However, I still don't believe I should pay 26.74 % interest on any balance after XX/XX/XXXX when I made an excess payment to eradicate it that their system allocated incorrectly, and out of line with their policy and the law. It should not matter when the statement closes if what is communicated to me on my statement is that a. the interest rate on a balance will increase in the middle of a billing cycle, and b. that payments are allocated from highest to lowest APR.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30093
Submitted Via: Web
Date Sent: 2024-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-21
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 had car repairs done totaling {$1000.00}. I put these charges on my Master Card credit card issued by Citi Bank. The charge posted and I paid it off that very billing cycle. I then had a duplicate pending charge of the same amount from the same vendor with the same date. I called the vendor ( a reputable, large car dealership ) and they first assured me there was no duplicate charge sent from their end, and they went as far as to contact their credit card merchant who assured them there was no duplicate charge showing in their system. I then contacted Citi Bank for the first time on XX/XX/XXXXAs a frugal consumer I keep a low credit limit ( {$1400.00} at the time. ) Citi told me to wait 20-30 days for the pending charge to disappear, and in that mean time the duplicate charge would chew up roughly 70 % of my available credit. I called back the following day as that was unacceptable. They told me to contact the vendor, which I already did, and then said it was likely MasterCard 's fault. I went to MasterCard 's website and it said something along the lines of they are not responsible for cards once issued and to contact the issuing entity. I called Citi Bank back and demanded speak to a human and then to the human 's supervisor. The supervisor said there was nothing they could do to get rid of a duplicate pending charge before it posted. I explained that it wasn't actually charged twice by the vendor and seemed to be an IT error on their end. Needing to buy groceries and knowing they constantly suggest I raise my credit ( I decline each time ) I eventually asked if they could just raise my credit temporarily by the amount they chewed up with this duplicate charge and then lower it back afterwards. The supervisor said they were " just about to suggest I request a credit limit increase '' but if I request it go back down afterwards it would be a permanent decision. I relented, having had my card declined at the grocery store, and let them raise my credit. The charge dissappeared about 2 weeks later on or around XXXX XXXX, before the end of the billing cycle. I find it very strange that when my average credit card transaction is around {$20.00} that the one time I would experience this issue with was over two-thirds of my entire credit amount. Citi has been pestering me for years to raise my credit limit and I have concerns they used this " unexplainable issue that they have no power to resolve '' to gas me into raising my credit limit. I want to file this complaint to see if in aggregate Citi is duplicating large charges to frustrate consumers into raising their credit limits.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 121XX
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-21
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: CITIBANK HAS NOT PROVIDED PROOF OF ME CONSENTING TO BE AN AUTHORIZED USER ON ACCOUNT XXXX Citibank XXXX XXXX XXXX XXXX XXXX, SD XXXX XX/XX/2024 Dear Citibank, I am writing to formally request that you cease and desist from reporting me as an authorized user on the credit card account [ XXXX ]. Despite numerous requests, you have failed to provide any proof of my consent to be added as an authorized user on this account. As a consumer, I have the right to verify and confirm any information that is being reported on my credit report. It is essential that you comply with this request and provide documentation demonstrating that I have indeed given my consent to be added as an authorized user on this account. Until such proof is provided, I insist that you immediately remove me as an authorized user from the account and cease any further reporting of this information to the credit bureaus. Failure to comply with this request may result in legal action being taken against your company. I trust that you will take this matter seriously and act promptly to rectify this situation. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30094
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-21
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 a nutshell, two flights were booked through XXXX XXXX. The first one was made by mistake. Told that we were going to be refunded never were so disputed it with the credit card company, and the credit card company says that they refuse to pay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11741
Submitted Via: Web
Date Sent: 2024-02-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-21
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: My XXXX XXXX XXXX passed away on XX/XX/XXXX. they bank was notified, i traveled to his state of Florida, were a banker advised me he had no beneficiary assigned. Probate case was closed XX/XX/XXXX I sent the required documents on XX/XX/XXXX I was told they were received XX/XX/XXXX and to give the department about 2-3 weeks before i followed up. I called XX/XX/XXXX and was advised they received the paperwork but were still processing it. I received a letter saying that they needed my letter of administration to proceed proceed on XX/XX/XXXX for XXXX accounts, best i knew there were XXXX and the bank NEVER even added the third account on any correspondence, hence my lawyer did have the information to pass on to the judge. I called XX/XX/XXXX spoke to XXXX and was told that the paperwork was 3/4th the way processed and from that conversation it was figured out that the letters of administration needed to be notarized. keep in mind the letter came straight from the lawyer in Florida who deals with probate and banks all day. i faxed the NOTARIZED letter to the bank XXXX/XXXX/XXXX. I called on the XXXX to confirm the letter was uploaded and XXXX informed me they had not received the fax, they were backed up and to give them a few days. i called back XX/XX/XXXX spoke to XXXX again, she claims they still were waiting on the fax, i ask for a mailing address and she suggests to resend the fax. i resend XXXX. she takes my number and assures me she will call me when she receives the fax. I called back on XX/XX/XXXX spoke to XXXX, he also told me neither faxes have been received but he would take my number and call me when it did. i asked him if there was another department, or number, or address that I could contact besides a call center where my calls are not noted, and unfortunately this is just how they do business. I would like to know who holds this department accountable because right now there is nobody i can really get any information from, I have no timeline and i have no way to properly get the letter of testament to the bank. they are incredibly hard to work with and in order to get any information about the so called XXXX account i would need to pay my lawyer an additional {$5000.00} to reopen my case. but I cant even get an answer of what happens from here or a timeline because according to CITIbank I still haven't given them the TIME SENSITIVE document they require. every time I call its like reliving the death of my father, closing his accounts should not be this time consuming, stressful, and painful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 68107
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have requested money wire from Citi bank to XXXX XXXX on XX/XX/year>. Citi bank blocked this money wire, saying that account is under review. I have called the Citi bank 3 times to understand why the account is under review and the status of the review, but the bank refused to provide this information. The customer service representative keeps saying I will get a phone call about the review, but I have yet to receive any phone call from the bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22003
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-21
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: In response to the unsatisfactory resolution and dismissive actions of Citibank following the submission of the original complaint, XXXX XXXX XXXX seeks to escalate the matter further to address the severe repercussions arising from the persistent account discrepancies and erroneous fees. The negligence displayed by Citibank, coupled with the lack of support from the Consumer Financial Protection Bureau ( CFPB ), mandates a formal follow-up complaint to demand accountability and restitution for the detrimental impact sustained by the company. Recap of Original Complaint The original complaint submitted on behalf of XXXX XXXX XXXX highlights the series of distressing events experienced between XXXX and XX/XX/XXXX, wherein the company 's Citibank business checking account was subjected to severe overdrawn balances, erroneous charges, and a cascade of unproductive interactions with Citibank 's customer service and branch staff. Despite extensive evidence and clear indications of systematic errors in balance calculations and transaction processing, Citibank 's inadequate response failed to rectify the situation, pushing XXXX XXXX XXXX to suffer exorbitant financial losses, business disruptions, and substantial personal strain. Substantiating Evidence Duplicated Transactions and Miscalculated Balances An important addition to the pending complaint pertains to the provision of specific transactions that were duplicated, corresponding dates, and the inherent association of these transactions with the miscalculated balance discrepancies. Notably, the transactions duplicated during XX/XX/XXXX, as originally provided, offer tangible evidence of the recurring glitches that have inflicted undue financial burdens upon XXXX XXXX XXXX. These transactions, as detailed in the original complaint, manifest a pattern of discrepancies and inaccuracies that directly contribute to the unwarranted fees and overdrawn conditions experienced by the company. XXXX Bank Statement In conjunction with the aforementioned evidence, a comprehensive XXXX bank statement has been furnished to underscore the discrepancy between the posted balances depicted in the submitted screenshots and the actual balance amounts reflected in the official account statement. The compelling variation between the calculated balances and the documented statement affirms the veracity of the disparate figures, further substantiating the contention that Citibank 's response and review failed to acknowledge the gravity of the situation at hand. Disappointment in Citibank and CFPB The failure of Citibank to address the verifiable errors and discrepancies, despite repeated engagements, signifies a disregard for accountability and fair resolution, constituting a breach of trust and duty owed to XXXX XXXX XXXX. Furthermore, the lack of robust intervention from the Consumer Financial Protection Bureau underscores a critical oversight in enabling Citibank 's injurious actions, presenting a disconcerting deficiency in safeguarding the interests of affected consumers. Demand for Accountability and Restitution In light of the foregoing, XXXX XXXX XXXX beseeches the Consumer Financial Protection Bureau to fulfill its mandate by conducting a thorough and transparent investigation into the protracted account discrepancies, erroneous charges, and the pervasive impact on the business and personal well-being of the company 's principal. The demand for accountability extends to Citibank, necessitating substantive rectification, credible explanations for the identified errors, restitution for unwarranted fees, and comprehensive preventive measures to avert future recurrences of similar deleterious conduct by the financial institution. Conclusion The amplification of evidence and expression of profound dissatisfaction with Citibank 's handling of the recurring account discrepancies and the lack of robust support from the Consumer Financial Protection Bureau reinforce the critical imperative for meaningful redress and restitution. In pursuit of equitable resolution and fair treatment, XXXX XXXX XXXX remains resolute in seeking the due accountability of Citibank and the proactive intervention of the Consumer Financial Protection Bureau to rectify the protracted distress and hardships inflicted upon the company. -- - The follow-up complaint echoes the profound discontent and frustration experienced due to Citibank 's dismissive response and the lack of robust intervention from the Consumer Financial Protection Bureau in adequately addressing the detrimental repercussions arising from the persistent account discrepancies and erroneous fees. It underscores the imperative for meaningful redress, accountability, and restitution for XXXX XXXX XXXX. Original Complaint : On or around XX/XX/XXXX, I was XXXX XXXX XXXX for a work related trip. I had used my card Citibank bank card attached to my XXXX business checking account for my accounting, tax and consulting company XXXX XXXX XXXX. When I woke up the next morning, the account was all of a sudden severely overdrawn. I noticed that the running balance of posted transactions was way off and had gaps in it even when the transactions were already posted. I had to call customer service 4 times and finally I was then connected with tech support who acknowledged that there was a glitch and some transactiions were being double counted and I was advised to let the balances clear and it would all straighten out. I did do that but had to call back to get a bunch of the overdraft fees cleared out. However, this problem kept happening. I really did not have a chance to delve into my account every day by mid XXXX, when I was almost certain I had plenty of funds, again I was overdraft. In XXXX things snowballed out of control only because the erroneously assessed fees were then putting me into an actual overdraft state. Between XXXX and XXXX alone I was charged more than {$3100.00}. This is ridiculous. I have spent literally more than XXXX hours on the phone with customer service and about XXXX hours in branches. The customer service phone people first tried to tell me originally that these were not Citibank fees. Then they said they were. Then I was told that the fees would have to be reversed at the branch level. I went to XXXX branch and was told they would look into it, then was told to go to the branch I opened the account in but the banker assigned ot me was out of town. Another nearby branch manager went to take a look but then she was going out of town so she had a business banker go on the phone with me with customer service. I literally on that phone call spent XXXX min asking for an explanation of just XXXX overdraft charge that was assessed on XX/XX/XXXX ( By this point I have noticed fees were being assessed throughout the whole year when as one can see from the balances on the statements, is just not possible ) and after being threatened that my account would be closed if I left it overdrawn ( it was about {$1500.00} that day ), I still had no answer on just XXXX transaction. Conveniently the customer services computer system didnt go back that far for her to be able to see. I have been told twice at the branch level that the fees are accurate and there is nothing they can do until I then demonstrated not only did I have screenshots that clearly shows the running balance is not being calculated properly, but I also showed them the notices I was sent by mail stating that on XX/XX/XXXX for example the available balance at the beginning of the day was {$100.00}, but on this day in particular, I had take a client and my assistant out to a nice lunch, my assistant and I had a drink at the bar after our client left, and I filed articles of organization and paid the filing fee for a new client that day. I would not have been able to use my card had that been the available balance. The other example is that the notices say my available balance at the start of a day is- {$480.00}. At the end of the day it was - {$1500.00}. But the notice for the very next day states that my available balance for that day started at {$120.00}. But there are no transactions whatsoever that could explain how {$1700.00} all of sudden becoming available when nothing had been deposited for a few days in that account so therefore nothing was waiting to clear. Citibank is now conducting another investigation after I stated I would take this to court if need be. I feel like Citibank is caring ore about not wanting to admit fault, not wanting to credit anything, and wanting me to shut up. This has devestated my business and has had some serious implications on me personally.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60654
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-21
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: First, I have previously reported a portion of this issue to CFPB. This is a follow up from what happened since then.Refer to complaint # XXXX. As you will see from a review of the record mentioned above, I erroneously sent XXXX to Citibank in early XX/XX/2023. Upon recognizing my mistake I called Citibank for a refund of the XXXX balance on my account- XXXX. They informed me that it would take XXXX weeks. Subsequent to many calls to them and a complaint to you, ( I can provide names and dates of representatives I spoke with throughout this process ) they mailed me a check on XX/XX/XXXX, which I received and deposited into my checking account on the same day - XX/XX/2023. Contrary to my request, they mailed the check instead of direct deposit to my checking account, which they said they could not do. Subsequently Citibank, for an unexplained reason, on XX/XX/2023 stopped payment on the check they sent me. XXXX representative said it was because I had requested direct deposit. However, they again needed to investigate whether or not I was entitled to the refund. So it would take even longer to get my money back. The investigation wasn't initiated until I called and informed them of the returned check on XX/XX/2023, when I became aware of the problem. Ultimately Citibank did refund my money on XX/XX/XXXX. They did so by depositing the funds directly into my XXXX account, which they repeatedly said they could not do. I speculate that XXXX staff person in particular, who got very argumentative and actually hung up on me, retaliated because of my complaint to you. I believe that conversation took place on or about XX/XX/2023. I write now to inform you of this debacle. Hopefully the issue will reach some level of Citibank that can ensure this doesn't happen to someone else. I see no reason why the refund of this money took nearly XXXX weeks to occur. When I need to make a payment, I can have funds transferred immediately. Why is it different for Citibank? Lastly, I have delayed this complaint until I felt safe that Citibank could take no further action against me, and I do not intend to do business with them again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95628
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-21
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/2024, I called to report that a credit of {$170.00} had been issued on returned merchandise. Citibank absolutely refused to apply this credit on the monthly statement balance due of {$220.00}. The {$170.00} credit specifically is for the current monthly statement amount of {$220.00}. The customer service agent including the manager threatened that if the total monthly statement balance of {$220.00} is not paid, interest and penalty will be charged. This is exhortation of extracting money from the public. This can amount to millions being held by Citibank creating enormous ill-gotten gains for them. XXXX XXXX does not participate in such a practice as the credit amount is immediately subtracted from the current monthly statement balance due. Citibank needs to apply the same standard. Citibank needs to immediately apply the credit amount of {$170.00} against the current statement balance of {$220.00} instead of keeping an unjust gain of {$170.00} by forcing the customer to pay twice. Thank you in advance for your anticipated help with this matter. Best, XXXX XXXX
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: 2024-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A