Date Received: 2023-09-03
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I have contested over 4 times a debt accrued last XXXX of XXXX under XXXX XXXXXXXX, with XXXX XXXX XXXX trying to set collections out for the amount. I never took out the amount, and have told them that my mother has used my information to take out credit under my name in the past and to look into her being the perpetrator. As of XX/XX/XXXX, my XXXX XXXX XXXX and have yet to receive a death certificate from the coroner for it to be able to send to anyone of her untimely passing. I have told them this is the best lead to whoever took this credit out in my name at that time, and have been stonewalled, no more communication from them, just a mark on my credit for the amount in collections.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98662
Submitted Via: Web
Date Sent: 2023-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-03
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 disputed is a charge by merchant XXXX XXXX that appeared on my Citibank credit card. I was given a partial refund in the amount of {$1200.00} which is lower the disputed transaction amount of {$3.00}, XXXX charged on XX/XX/. This disputed charge was for a one-person reservation for a vacation that I made initially before modifying it. That reservation was replaced two days later on XX/XX/XXXX with a two person reservation ( the previous person and a significant other ). The itinerary, hotel booking, duration of stay, etc., remained the same. A {$4800.00} charge was made for the new booking and it appears on the credit card statement. I gladly paid for the later charge but I shouldn't have to pay another amount for the same service because it appears on another reservation in the merchant 's system. Only a portion of the funds were refunded and what was basically done was they charged me two times for the same service. I have asked that the balance of {$2200.00} that they retained be refunded but they have failed to. Instead they recently billed me for it indicating that to be the resolution to my dispute. This eerily borders on fraud. Thank you for your consideration of this matter. Respectfully, XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 503XX
Submitted Via: Web
Date Sent: 2023-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-03
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My original complaint to you was ID XXXX. You helped because they finally sent me a check for {$8500.00} which is what they took out of my account. However, I also asked them for the following : 1. reimbursement for expenses - telephone XXXX since XX/XX/XXXX for calling them to try to resolve the situation 2. interest on my money I could not access because of their incompetence in sending me the balance in my checking account of {$18000.00} plus the {$8500.00} illegitimate check they deducted from my account after I told them it was illegitimate 3. compensation for the fact my monthly pension payments could not be made because they insisted on closing my account, told me I could open a new one in a few minutes which I could not do because I live in the XXXX XXXX which they knew at the beginning of the conversation. This resulted in a long delay of my getting my funds. On top of that once I had the check for XXXX and deposited it into my Citibank XXXX account it took seven weeks for it to clear. Because of the extenuating circumstances and despite the fact that I asked for the money to be transferred electronically I would have hoped Citibank US could have guaranteed the check they sent to Citibank XXXX so I could have immediate access to MY money. This was a total of {$26000.00} which I had saved to pay my XXXX XXXX taxes and the lawyer 's fees for my husband 's recent death. When they said they could only send a check it took two hours on the phone to get them to agree to send it by XXXX. And then I had to call them constantly because they did not send it in a timely fashion- took weeks. Subsequent to receiving that check I had to call to get them to send me the {$8500.00} which only happened when you contacted them. This created financial problems for me in the short term because I did not have access to the money I saved to pay my bills. 4. It also caused me great anxiety not knowing when and if I would get my money, trying to open a new account and trying to rearrange my two pensions to be paid to me by other means. 5. The fraud dept sent me a form to fill out and return in 10 days. It took 18 days to get to me. I called immediately and told them I just received it and would send it back special delivery. A few days later they closed the case because my form wasn't returned in ten days. In addition, their letter ( see attached ) does not respond to all the points I outlined in my earlier letter to them which I had sent to you ( see attached ). I hope you will be able to help me again and ensure that Citibank behaves with integrity and pays me compensation and interest. To not do so compounds their negligence and gross misconduct. Thank you for your consideration.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
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: 2023-09-03
Issue: Problem with a company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I was using my citi double cash card to help me get through covid as I was unable to work. So my percent usage to balance got very high. Getting things going again and able to make a large payment of {$18000.00} on XX/XX/XXXX getting my use percentage well below 30 %. 4 days later citi bank lowered my credit limit by almost {$20000.00} to {$2000.00} effectively keeping my credit at the place it was. I have never missed a payment. I made this payment to help my credit bump up. Since I planned to buy a car In XXXX this would help me secure a better rate. Unfortunately when citi bank exponentially lowered my limit. I wasn't able to get that increase in credit score. I'm stuck paying 7.9 % interest now and can't refinance because of the state of current rates.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07740
Submitted Via: Web
Date Sent: 2023-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-03
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act this creditor CITICARDS CBNA XXXX XXXX XXXX violated my rights to privacy. Under USC 1681 Sec. 602 states I have the right to privacy. 15 USC 1681 Sec. 604a. section 2 it also states a consumer reporting agency can not furnish an account without my written instructions. Under USC 1666b. a creditor may not treat a payment on a credit card account under and open and consumer credit plan as late for any purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60621
Submitted Via: Web
Date Sent: 2023-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-04
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: After paying balance on my Macy American Express- and being a customer who never had a late payment- I placed a lock on my Macy 's American Express card in XX/XX/2023 to safeguard it while not in use. Also put a lock on my XXXX XXXX card and requests for my credit reports. XX/XX/2023 I requested a replacement card when I realized my current card had expired XXXX ; and had not received a replacement card. I was told a replacement card would be sent out right a way and to expect in 7-10 business days. I am unable to locate first individual 's name I spoke with- or time called. XX/XX/2023 @ XXXX I called to check on the replacement credit card that still had not been received. Of course this is also a safety issue! I spoke with XXXX. XXXX confirmed the call of XXXX ; and also confirmed that the replacement credit card had " NEVER BEEN MAILED '' from my call made on XXXX ; and " there was a mail issue. '' He promised to get it mailed out as soon as possible- even promising to " Overnight '' the card due to the delay- no card- no communications- no nothing. XXXX stated I should receive the replacement card from 24 to 48 hrs. and to be on the look out for it. XX/XX/2023 @ XXXX XXXX Macy 's American Express regarding nonreceipt of replacement credit card. Spoke with XXXX who state she could " see where the replacement credit card had been sent on the XXXX and I should have it. '' XXXX proceeded to tell me that she showed it had been both " sent and delivered on XX/XX/XXXX '' which of course would be impossible ; even if they were local- they're not. Then she kept up my ineptness and told me " to check your mail. '' No replacement credit card. XX/XX/2023 @ XXXX spent a disheartening amount of time on the phone with phone representative XXXX who was clearly doing her best without really knowing what to say to answer my questions regarding the delay of the replacement credit card- that kept being promised to be sent out??? After several excruciating minutes XXXX shared that my replacement credit card WAS in fact sent out and that I should receive it in 10 to 14 business days!!! Nearly twice as long as what I was originally told at the beginning of XXXX!!! I asked her for both a tracking number and my case number. After being on hold- again- I was given both. When I asked to speak with " a supervisor or XXXX, '' I was told no manager is available ( of course! ) and " the supervisor is with another customer. '' Of course again. Those call ALWAYS are at least a 30 minutes wait- minimum! This was no exception. XXXX the SUPERVISOR came on finally and stated she was the one who had given XXXX the case number AND the tracking number for my replacement cards. She had been " coaching her in the background. '' No empathy. No apology for the delay and ATROCIOUS customer service. And absolutely No understanding of customer inconvenience! WOW. NEITHER the case number or tracking numbers provided were valid. The tracking number went to NO major carrier ; and no where on Macy 's site for a " case number '' And as of this writing STILL have received no replacement credit card. HOW does that work? Does a company just not send you the card and your account just sits there with available credit but the customer never uses it because they never receive a credit card? HOW much money does Macy 's LOSE NOT sending customers out their replacement credit cards out timely or at all? That's just ridiculous!! WHY am I being penalized with this inability to get a replacement credit card when all I've done is be a good customer?????
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89123
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: 2023-09-02
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/2023 on my citicash card ending in XXXX I disputed a charge from an XXXX for {$190.00} from XXXX. At the XXXX XXXX XXXX I had called an XXXX and gave them my Citi XXXX number I was not in XXXX When I went to the XXXX stand there was no XXXX which I had called and no message from an XXXX driver. When I received my statement there were two charges for {$190.00} from the XXXX XXXX. I talked to XXXX at Citi on XX/XX/XXXX at XXXX XXXX He said because I was a valued customer he would remove {$180.00} When I called next morning to pay my {$710.00} Citi bill the {$180.00} had not been removed Also XXXX said he had emailed me a letter about protesting the second XXXX {$190.00} charge as I had not received the original letter sent to me. From XXXX XXXX on XX/XX/XXXX I talked with three or four reps from XXXX and XXXX until XXXX XXXX mostly waiting on hold.. I told them I had memorized the card ending in XXXX and wanted to keep that credit card number. Also I did not want the hassle of calling ten companies to tell them because of a disputed charge I had to give them a new autopay CC number. XXXX the US supervisor who I got to after an hour took 15 minutes and removed the second {$190.00} XXXX charge and tried to help me keep the XXXX number I memorized, I am XXXX XXXX XXXX by the way. but he would have to go through fraud and I would have to get a new card to memorize and call the ten companies i have on autopay. After waiting another XXXX XXXX i got to Fraud in XXXX and they hung up on me. I am asking for the XXXX card to be reinstated and the removal of both {$190.00} XXXX charges I have disputed I spend {$100000.00} a year on credit cards and have an XXXX to XXXX credit score so I am worth keeping as a customer and having my request heard. Thank you XXXX XXXX PS I dont have these problems with XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-02
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I had a Banking relationship for XXXX years with Citibank which included bank accounts and multiple credit cards. I always conducted my business with CITI in accordance with their stablished guidelines. To my surprise and without any warnings on XX/XX/2022 I received a letter from CITI advising they were closing all my accounts, I went to the branch to request information and they said that the only way to request information was writing to the company. I wrote them a letter asking for the reason and the only answer I got was that they reserved the right to close my accounts. I feel that I was treated unjustly and at least I deserve to get an explanation. I had no overdrafts, always paid my credit cards on time and I consider myself to be an honest person, the way they closed my accounts made me feel like a criminal, specially after calling the XXXX number where an account specialist told me that it could be for several reasons including money laundering.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33176
Submitted Via: Web
Date Sent: 2023-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-02
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: In XX/XX/XXXX I received an email notifying me that a Home Depot credit card was open under my name. My wife and I called Home Depot credit card services on XX/XX/XXXX to report the account as fraudulent. We were assured that the account would be closed and reported to the credit bureaus as a fraudulent account. Then in XX/XX/XXXX I saw that the account was still listed as open on my credit report, so I called Home Depot credit card services again on XX/XX/XXXX to request again that the account be closed and reported to the credit bureaus as fraudulent. We were assured again that they would do as requested and would send us a confirmation through email. We never heard anything back and the account is still listed as an open account, although on XX/XX/XXXX the status was changed to be under " payment as agreed ''. We called Home Depot credit card services again on XX/XX/XXXX and received conflicting information about whether the account was closed or still under investigation ( consumer protection department rep. XXXX ). Throughout the whole process we have been told that they do not provide customer service representative ID numbers or any written confirmation of our phone conversations for the purpose of documenting these conversations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06880
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-02
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: Citi was supposed to give me a {$59.00} and a few cents in a dispute I won. On my call with them in the middle of XXXX, they said they would give me the credit in XXXX days. I called and the person said the supervisor forgot to approve the credit. Now 20 days later they want me to wait another XXXX business days for the credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92123
Submitted Via: Web
Date Sent: 2023-09-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A