Date Received: 2023-09-04
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: According to the Fair Credit Reporting Act 15 USC 1681 section 602 a states " There is a need to ensure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' XXXX and XXXX are consumer reporting agencies and I am the Consumer. These agencies have failed to do so. I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states " It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. '' ( Furnisher of information to credit agencies ) is a financial institution by definition under that title. 15 USC 1681 section 604 a section 2 states that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' ( Furnisher of information to credit agencies ) the financial institution and the Consumer reporting agencies XXXX and XXXX do not have my consent to furnish this information and they surely do not have my written consent. Any and all consent to XXXX, XXXX, ( Furnisher of information to credit agencies ) whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' ( Furnisher of information to credit agencies ) Never informed me of my right to exercise my nondisclosure option. Not only that 15 USC 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. '' This account is an adverse item they are reporting again without my permission which is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX and XXXX are not maintaining reasonable procedures. Also 12 CFR 1016.7 states that " A consumer may exercise the right to opt out at any time. '' I am opting out of your reporting services.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93722
Submitted Via: Web
Date Sent: 2023-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-04
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Made an initial payment on XX/XX/. Paid {$150.00} towards minimum payment. I owed {$150.00} more but was unable to meet that payment. Entire payment was due on XX/XX/. Phone calls from citi bank started on XXXX in which they called 2 times at XXXX XXXX and again at XXXX XXXX. They then called again on XX/XX/ at XXXX XXXX XXXX XXXX XXXX They called again on XXXX XXXX XXXX XXXX XXXX XXXX XXXX. They called again on XX/XX/ at XXXX XXXX XXXX XXXX XXXX and finally they called today XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Over the past 5 days they have called a total of 10 times and have left 4 voicemails. I plan to pay my past due payment when I get paid this week, but the amount of phone calls everyday is harassment.
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: 2023-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-04
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I was charges an interest fee of over {$500.00} plus a monthly interest rate that accrues daily. I was told i would be interest free for 1 year. I was not told it would be interest deferred. Now it seems that the Best Buy Visa card ( provided by Citi Bank ) is double charging me interest payments. On which is being added as the yearly rate to be paid in full of over {$500.00}, and the other is the expected interest rate attached to the principal payment as a monthly fee. I called the company they said they will not send me the agreement form and that I could go to best buy and ask them for it. The company said that they will not remove the fee and i am expected to owe them the additional XXXX XXXX as it is interest owed for not paying interest for a year. I told them it was supposed to be interest free they said I was. They also said since I didn't pay the card down the were back charging me for the interest. I explained that is interest deferred not interest free. This seems like deceptive trade practices and I'm certain I'm not the only person they have done this to. This additional fee of over {$500.00} is un acceptable and needs to be corrected. I understand the minimum amount increasing due to interest kicking in however I should not be charged an additional years worth of interest on top of the expected monthly interest fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 775XX
Submitted Via: Web
Date Sent: 2023-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-05
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, someone made charges ( without the card present ) at a Best Buy location in XXXX Florida. ( I live in XXXX Ohio ). One charge was for {$740.00}, the other for {$640.00}. I have text alerting on my account, so when the first charge alerted me ( {$740.00} ) I immediately reported it as fraudulent. On the phone with the Tier 1 customer support, I explained the situation and they said they'd cancel the card and issue a new one. The same day, the 2nd charge for {$640.00} came through ( when the new card hadn't even been mailed to me yet ). I received communications ( attached ) saying that they opened a case and were investigating. I called back again, and they escalated me to the Security Operations team. The person I spoke to then transferred me over to another team called the " Citi Consumer Protection Team ''. He cancelled that new card ( that hadn't even been mailed yet ), and issued another one. But then after I asked him how that could've even happened, he said that Best Buy ( the card is managed by citi, but it's the Best Buy credit card ) has a process where the employees can look up the card info for people if they don't have it, and it's possible that it was either an improperly trained employee, or potentially someone having a fake ID with my information on it. He then gave me reference number XXXX for my claim I have a Best Buy Rewards account which shows purchases on the account and where they were made and also gives me access to digital receipts. Attached are documents and screenshots showing the progression of events. The fraudulent purchases made the purchases at a Best Buy location in XXXX, FL, and then waited until the XXXX, and then exchanged one of the originally purchased items for different items at a 2nd Florida Best Buy location, and then waited until the XXXX, then exchanged the other items for store credit ( that looks like it's being applied to a gift card of some sort ) at a 3rd Florida Best Buy Location. Best Buy 's security operations team sent me a letter 2 days ago stating that " based on their investigation, they determined I'm responsible for the charges '' and one of the reasons they cite is that I didn't dispute the transactions. However, the attached paper trail shows that I did, and they acknowledged it. On top of that, I did actually use the card here in XXXX Ohio where I live on the day the fraudulent transactions occurred, once at the XXXX, Ohio Home Depot location, and at another grocery store called XXXX 's, the fraudulent transactions occurred less than 2 hours after that. I explained to them over the phone that would be physically impossible or me to use my physical card here in Ohio, and then be at a Florida best buy location less than two hours after that. The member of the Consumer Protection Team chuckled and agreed with me, and even said on the phone that the member of the Security Operations team " must be a new guy '' or " isn't doing his job right '' ( the calls are recorded, so that can be verified ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 442XX
Submitted Via: Web
Date Sent: 2023-09-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-04
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: FOR THE THIRD TIME - involving over a dozen phone calls- I was bumped off my online Best Buy account for " security '' reasons, instructed to call an XXXX number, where they again refused to give a reason for their action. ( Security : we can't tell you, it's a secret - and BTW, your phone doesn't work ( the phone I'm talking on to them on. ) ). They said - again - that they would send me a letter BY MAIL! Is this XXXX? Who the " XXXX '' uses XXXX to remedy an online problem in XXXX? CITIBANK DOES!!! AGAIN - THIRD TIME!!! WHAT THE " XXXX '' IS WRONG WITH THESE PEOPLE? I CAN'T EVEN PAY MY BEST BUY BILL!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 434XX
Submitted Via: Web
Date Sent: 2023-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-04
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Hello, Sometime last year my Citibank credit cards were all closed. I was on automatic payments with my accounts. One of the account had a small balance. When Citibank closed my accounts they automatically stopping my auto payments. By the time I realized it my account was 30 days late. I have never been late on my Citibank accounts. They themselves can verify it. I am asking that they remove this lateness from my credit report. Also during this time my husband was in a major accident. He was later diagnose with XXXX and just passed. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2023-09-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-04
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: ( This information is reproduced in a better format as an attachment, below. ) To whom it may concern : Citi has wrongly accused me ( XXXX ) of violating the terms of my account, presumably due to alleged fraud, and is holding $ XXXX hostage against our will. This is almost our entire life savings, which we have been saving to use as a down payment for a house ( we would be first-time homeowners ). Despite hours of discussion, Citis customer service representatives will not give us any additional information about why Citi has taken this action and have promised no more than that our funds will be returned after 60 days. Accounts from similar customers online say that Citi does not always honor this 60-day timeline, and often holds the money indefinitely. We are frustrated and angry about this entire ordealand frankly we are scared to death as we feel like two powerless, relative nobodies ( a XXXX and a XXXX at a small manufacturing company ) staring into the face of an uncaring, multi-trillion-dollar corporation. They are keeping our hard-earned money for who knows how long, and they are telling us there is nothing we can do about it. We allege that Citis behavior in this matter is itself unethical and violates their agreement with customers. We request that the full amount of our funds, complete with all accrued interest, be returned within five business days ( XX/XX/2023 ) so that we can move forward with a potential purchase of a house ( should we find a good option ). We are asking for your help in resolving this matter. A full account of our experiences can be found below. I ( XXXX ) handle most of our financial matters and am the best point of contact. We both work full-time, but we can make ourselves available at the same time if needed since XXXX name is the one on the account. Sincerely, XXXX and XXXX XX/XX/2023 THE DETAILED ACCOUNT We have been saving money diligently for a house down payment for the last five years. I ( XXXX ) received a mailer from Citi in XXXX advertising the Citi XXXX XXXX XXXX account. We signed up, closed our old XXXX XXXX savings account, and began the process of trying to move $ XXXX into the XXXX XXXX XXXX account . Because Citis ACH transfer software was not compatible with XXXX XXXX, we had to use our account at XXXX XXXX XXXX as a go-between. The process of closing the XXXX Account, depositing the check into our XXXX XXXX XXXX account , and waiting for it to clear took nearly a month. I ( XXXX ) was cognizant that this delay had already cost us a significant portion of the perks promised by the Citi XXXX XXXX XXXX account due to lost interest. We were XXXX to re-start interest accrual as quickly as possible. Wed, XX/XX/XXXX Once the check from XXXX XXXX cleared our XXXX XXXX XXXX account , we logged into the Citi account and attempted to transfer the full $ XXXX from XXXX XXXX XXXX to Citi. However, Citis software has a $ XXXX monthly transfer limit. We decide to transfer $ XXXX and postpone the final $ XXXX until XXXX. Thu, XX/XX/XXXX The initial $ XXXX transfer goes through. Sat, XX/XX/XXXX We logged into the Citi account to see if it would let us transfer the remaining $ XXXX. We were not sure if the per-month limits were enforced by a 30-day waiting period, or if they were monthly totals. Since we made the initial transfer in XXXX, and it was now XXXX, we thought we might be able to transfer the rest. Upon reaching the transfer origination page, we were given a message that Citi was in the process of upgrading their software and was limiting all deposits to XXXX XXXX/day. This was annoying, but we did not think it was a problem. We setup four consecutive $ XXXX transfers to be processed Mon-Thu of the following week. Citis software allowed us to set these up without any issue. Mon, XX/XX/XXXX The first of four $ XXXX transfer goes through. I ( XXXX ) receive a confirmation email. Tue, XX/XX/XXXX I ( XXXX ) receive an email that the second $ XXXX transfer has been cancelled. No reason is given. Wed, XX/XX/XXXX I ( XXXX ) receive an email that the second $ XXXX transfer has been cancelled. No reason is given. Thu, XX/XX/XXXX I ( XXXX ) receive an email that the second $ XXXX transfer has been cancelled. No reason is given. Fri, XX/XX/XXXX I ( XXXX ) receive an email with the following verbiage : Hi, XXXX. We periodically review customer accounts and assess account activity. Based on a recent review of your Citi XXXX XXXX XXXX account, we found that you have violated the terms of your account per the client manual. As a result, your Citi XXXX XXXX XXXX account and any other Citi accounts you have will be closed within 60 days of the date of this communication. All of your accounts are now restricted from receiving deposits or credits, effective immediately. Sun, XX/XX/XXXX Because I ( XXXX ) left town on Sat, XX/XX/XXXX and did not return until Fri, XX/XX/XXXX, we did not notice the email from XX/XX/XXXX until Sun, XX/XX/XXXX. We immediately called Citi, but their fraud customer service department was closed. Mon, XX/XX/XXXX We called XXXX, Option XXXX, and were on the line for 37 minutes. During this time, we spoke to the lowest tier customer service, who escalated our request to the second tier customer service. We spoke with a representative named XXXX. She tried connecting us to the third tier customer service, a US supervisor, but that person ( XXXX ) was unavailable. They promised to call us back by XXXX EST. They would not provide any alternative means of following up except to work through the phone support tree again. Citi did not call us back that evening. Tue, XX/XX/XXXX Citi called me ( XXXX ) while I was at work, in the middle of XXXX an English class at my high school. I was unable to answer. We called Citi after work and had to start at the bottom rung of support again, though we were quickly elevated to the second tier of support. As with the previous night, they were unable to find a US-based supervisor with whom we could speak. They offered to connect us with a third-tier supervisor abroad, and we accepted. We spoke with XXXX ( user ID : XXXX ), a Supervisor of Deposit Risk, at the third tier of support. She, like all the other supervisors, refused to give us any additional information about why our account was closed, whether there was fraud ( we were concerned about identity theft ), and if we had any option to recover our life savings sooner. After some time, she connected us with her manager, XXXX, whose title was Manager of Deposit Risk, and who was the highest level of support in that department. We spoke with XXXX at length. He was sympathetic to our plight but gave us no additional information. He only promised that the funds would be returned within 60 days. XXXX confirmed that no one in the customer service department would be able to either ( a ) reverse the account closure, or ( b ) return our life savings sooner than 60 days. The call lasted 1 hour, 22 minutes before we finally gave up, exhausted. Wed, XX/XX/XXXX Unable to find any recourse from Citi, we scoured the internet to see if other customers had encountered the same scenario. It turns out that we were very much not alone. Even more frighteningly, a cursory XXXX search of online discussion forums has convinced us that Citi often stretches this 60-day window into much longer time periods. At present, we now find ourselves separated from our life savings, unable to provide proof of funds ( much less payment ) for a down payment for a house, and wracked with XXXX and fear. We are reaching out to you for assistance in convincing Citi to release our funds immediately so that we can move on from this mess. ADDENDUM : ON ALLEGATIONS OF VIOLATION OF TERMS/ FRAUD Friends of ours who have worked in financial sectors have told us that it was likely the consecutive $ XXXX deposits that tripped Citis fraud filter. Neither of us have experience in this field. To us, it seems incredibly natural to use consecutive deposits in the scenario in which Citis software has provided such low transfer limits. If suspicion of fraud is truly Citis concern, we can provide ( 1 ) statements from XXXX XXXX XXXX showing monthly direct deposits from our places of employment going back five years ; ( 2 ) statements from XXXX XXXX XXXX showing transfers to XXXX XXXX ; ( 3 ) statements from XXXX XXXX showing transfers from XXXX XXXX XXXX and closure of account ; ( 4 ) a statement from XXXX XXXX XXXX showing a check deposit for ~ $ XXXX from XXXX XXXX. This chain of documents would prove that the full $ XXXX in question was earned through gainful employment and has always been held in bank accounts in our name. We should note that we offered all of this to Citis customer service representatives, and they were not interested. We also offered to disclose to Citi the IP addresses and computer hardware IDs that we used to login to citi.com, so that Citi could cross-reference our activity with any potential third-party access that we are not aware of.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 280XX
Submitted Via: Web
Date Sent: 2023-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-04
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I send money weekly to my daughter. Today, out of nothing I am asked to called customer support to get a code. Citigroup with their unacepable practices, blocked my access partially to the account. Called to ask the reason, they refused to provide the reason, escalated and spoke to a rude manager, who refused to help. Then in order to use the account, code, they asked me for a secret word, that I don't remember. They were unable to help. unwilling to identify the reason, unwilling to provide information for a relevant complain. I believe, I am in the right as owner of the account to know the reason of such block, and second to access my account... they should have a secondary way to verify the user, wether it is sending a picture of ID, or asking more questions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07111
Submitted Via: Web
Date Sent: 2023-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-03
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: This was first opened as an XXXX XXXX AAdvantage account in order to get miles for flying. I was never able to use the miles so decided to close the account. I paid it off in XX/XX/XXXX and assumed it was closed. When I received a bill for {$50.00} user fee for XXXX, I called to dispute it. I was told the account wasn't closed and I still owe the fee. I've spent innumerable time with people who speak very poor English. At the end of the last call I was told my account was not closed in XXXX but they would close it now. BUT I still owe the {$50.00}. I told them I will NOT be paying it. I started getting daily phone calls giving directions for making a payment. The calls have been coming daily, even Saturday and Sunday. Please be advised this is beginning to look like XXXX ABUSE. I do not owe this fee and am fed up with the daily phone calls.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
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: 2023-09-03
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I am writing to file a formal complaint concerning deceptive marketing practices that I believe may have violated Section 5 of the Federal Trade Commission Act ( FTC Act ) ( 15 USC 45 ) by Best Buy, a prominent consumer electronics retailer. On XX/XX/2020, I visited a local Best Buy store located at XXXX XXXX XXXX XXXXXXXX XXXX, XXXX XXXX, CA XXXX. During this visit, I made a substantial purchase exceeding {$1000.00} and opted for a financing option offered by Best Buy through their credit card program. The offer presented to me was a 0 % Annual Percentage Rate ( APR ) financing plan over a 24-month period. I was told that the {$1000.00} would be evenly divided into monthly payments over the course of 24 months. Regrettably, I later discovered that the payments were not arranged as initially described. Instead of the expected 24-month installment plan, the payments were set to " MINIMUM DUE, '' which caused the 0 % APR to expire, leading to a significant accumulation of interest charges over nearly two and a half years. This discrepancy arose from what I believe was inadequate clarification and transparency in the marketing of Best Buy 's credit card offer. Unlike previous experiences with other retailers, I was not given clear and accurate information regarding the terms and conditions of the financing arrangement. I have attempted to address this matter through Best Buy 's customer service, particularly their credit card department. Unfortunately, my efforts have been stymied. I received a whole bunch of gibberish from their executive team. I hereby request the following actions be taken : An investigation into Best Buy 's marketing practices related to their credit card offers, particularly the clarity of terms and conditions provided to customers. A remedy for my specific situation, which entails a full refund of all fees and interest charges incurred on my Best Buy credit card account in relation to this purchase. I trust that the Federal Trade Commission will treat this complaint with the seriousness it deserves and take appropriate actions to ensure that consumers are not misled by deceptive marketing practices. I anticipate your response within a reasonable timeframe. Thank you for your immediate attention to this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90036
Submitted Via: Web
Date Sent: 2023-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A