Date Received: 2023-09-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Citibank cashed a check made out to me and my husband six weeks ago froze our savings account closed our checking account said it was fraudulent for about two weeks. Then said they didnt cash it. then sent a statement showing it in there and never gave us the money back from either! Told us we would never get the money from savings it can only go back to the bank in a harmless bank to bank transfer that peoples has to initiate or the maker of the check. Which peoples wont because citi indeed cashed the check back in XXXX. This has caused a great hardship my husband is on social security and our primary income. Im attaching the letter with documentation of check cashed from peoples and a copy of my statement. I honestly dont know how they are allowed to do this!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06111
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: 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 am a licenced XXXX, very careful about only using my own secure wifi and not clicking on or answering unknown calls or links, etc. Financial and account security is a priority in my life. I opened a Citibank XXXX XXXXXXXX XXXX XXXX approx 3 months ago. When I logged in to pay my bill on XX/XX/XXXX I noticed a {$7000.00} charge from XX/XX/XXXX that was not mine. It showed no vendor or time, only " XXXX XXXX XXXX XXXX XXXX de XXXX XXXX XXXX which according to XXXX is a payment processing service, XXXX. I have emailed them with no response. I received no communication from Citibank about this, no alerts, text, emails, or phone call regarding this unusually large charge. I contacted Citibank immediately on XX/XX/XXXX and filed a dispute on the fraudulent charge and subsequently XXXX follow up calls, the last XXXX to their dispute department at XXXX and the fraud dept at XXXX. On my last call XXXX, they asked me to help them find a phone # for the fraudulent charge, it was at this point that I became concerned that Citibank has no idea what it is doing in investigating fraud. I know the technology is available to scan my card while out in public, but that is not the reason for contacting you. Aside from Citibank 's poor level of service in regards to crediting the charge back ( they haven't yet ), the other reason for my contacting you today is that Citibank appears to have suffered a security breach and compromised my information, which they have denied. On XX/XX/XXXX I received a text requesting I call Citibank at XXXX, an email that looked completely like an email from Citibank, and an automated voicemail identifying as Citibank asking me to contact them to discuss my fraud dispute and listing my credit card #. I didn't click anything, and googled the # and it was not from Citibank. I then called Citibank directly and they verified that XXXX is not a valid number for them. How did my card #, personal email, and phone # get out?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-02
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I had a CD with Citi Bank, when the CD ended the money was not returned. I have spoken with Citi, both online and in person, and they were unhelpful. They claimed to only have 1 account for me on file, an unrelated credit card account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94402
Submitted Via: Web
Date Sent: 2023-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-03
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: On XX/XX/XXXX I visited Macy 's regarding a furniture purchase. I left with a sample and business card. Two days later when I decided to make the purchase I called Macy 's credit card ser ice team to increase my credit limit for the expected value of the purchase, which was {$3000.00}. I then called the store to purchase over the phone. Store Macy 's XXXX XXXX XXXX XXXX Sales Colleague XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX The limit requested was {$3000.00} this should be on a recorded line in addition to my call for the purchase. The transaction total was {$3000.00}, which I question for being over the limit. I was advised it was not a big deal. I specifically declined fabric protection and it was stated I could purchase at a later date. XXXX sent an email on XXXX and requested I approve the transaction, I stated yes. The delivery was scheduled for XX/XX/XXXX and she mailed the receipt. Shortly after the delivery I noticed a second email from Macy'sfrom an alternate email address with a higher transaction amount that had the fabric protection added for a total {$3300.00} ; consequently, putting me over my credit limit by 13 %, there was no request to increase my credit limit or red flag that the transaction was pushed through. The Store employee makes commission on this product and put my credit reporting in a negative situation for an over limit. Once the statement arrived on XX/XX/XXXX I called Macy 's to initiate a dispute and they advised it can take 2 cycles or 60 days. I called back on XXXX and requested the opportunity to provide email proof and rationale regarding my credit limit increase to support the dispute after nearly 2 hours on the phone I was advised they could not update the transaction. I also requested the opportunity to speak with management and I was transferred to a furniture credit associate XXXX, that was kind ; however unable to address my concern.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48134
Submitted Via: Web
Date Sent: 2023-09-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-03
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: In late XXXX, 2023, due to the news about the collapse of XXXX XXXX Bank, we decided to distribute our cash deposits across more banks instead of putting them in only a few banks. Attracted by the good saving rate of Citibank at that time, we opened a new saving account with Citibank and transferred a total amount of {$150000.00} from our account at XXXX XXXX to our new account at Citibank. About a week later, we noticed that we could no longer access all our Citibank accounts ( including our existing credit card account ). We immediately reached out to Citibank trying to find out why. After numerous phone calls with their customer service, which took approximately 7 hours in total as well as countless call transfers and even abrupt hangups, we were finally informed that our new account was under checking by Citibank. They said the reason is that they suspected fraudulence with our new account, since our new Citibank account was under the name of the husband and our existing account with XXXX XXXX was under the name of the wife. Citibank customer service also told us that they would not restore our new account, but would refund XXXX {$150000.00} in the form of a check within XXXX to 60 days. Therefore we waited till mid XX/XX/2023, when we still had not received our refund. After that, we reached out to Citibank customer service again. This time, they told us that they would have to wait until XX/XX/2023 to close our account, and we should get our refund approximately XXXX weeks after that, which should be mid XXXX, 2023. Yet until today, XX/XX/2023, we still have not received our refund. In the meantime, Citibank never tried to contact us, either about verification or update. We therefore demand Citibank to refund our money immediately!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98008
Submitted Via: Web
Date Sent: 2023-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Starting XX/XX/2023 to XX/XX/2023, I made a series of deposits totaling {$200000.00} from my XXXX business savings and my XXXX checking into a new Citi Accelerate Savings. I am also a Citi credit card holder and opened the account online through my portal The funds were properly transferred by XXXX. On or around XX/XX/XXXX, access to my Citi portal was shut down. After approximately 15 phone calls and dozens of transfers, I was told my savings account was shut down due to violations of their terms and conditions. The agent stated I or my wife could ask XXXX to recall the funds. The next day we asked XXXX to recall the funds. The funds were not able to be recalled as Citi notified XXXX no funds available. Citi would not tell me why my account was closed nor when my funds would be returned. I also asked for a statement, since I had no online access to this savings account, nor had received anything from them in mail. As of today XXXX XXXX, I still have not received the mailed statement of account nor any correspondence from Citi about my {$200000.00}. I made an inquiry with their executive response team almost 2 weeks ago, but have not heard back. Citi won't return my money, which is essential to my business nor let XXXX recall it. I need my money back immediately, it's legitimately mine, transferred from an Arizona XXXX branch to Citi. I need assistance in locating and having my money returned asap.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 859XX
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: 2023-09-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Thu. XX/XX/XXXX, my XXXX XXXX tied to my Citibank checking account was declined twice at a point of sale. I called the bank to ask why and they said the account was locked due to a KYC issue involving my sister who I live with and who is a passive co-signer on the account in case I get sick. They said they had not heard from her in a while and tried to contact her. They offered to have me answer the KYC questions so I did. These were simple KYC questions to confirm cohabitation and the name of her employer and salary range. I answered these and they announced that they were going to recommend the account be opened and it would be opened in 24-48 hours. I later learned from my sister that she did speak to them earlier that week, XXXX. XXXX, and had answered these questions. It's been 8 days so far with this locked account. I have had to migrate all of my transactions to my wife and my other account at XXXX and open an online checking account, as well as change all of my employment disbursements. This is a huge. hassle. I called them every day from Thu. XXXX-Thu. XX/XX/XXXX except for two days, with hold times of 30 minutes, on two KYC department numbers. They still won't unlock the account, citing different reasons such as not being able to due to not being the analyst working the case, longer than expected wait times, and technical difficulties affecting account unlocking. The other thing is, they have told me that I am right to expect the account open, nothing is wrong, and that they have " escalated '' the urgency of unlocking the account three times.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11374
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Struggling to pay your bill
Subissue: Problem lowering your monthly payments
Consumer Complaint: Company citibank has been calling my phone multiple times a day starting on XX/XX/XXXX. I will submit screenshot of the times they have called. I've been having a hard time paying bills at the moment because I haven't been able to work more hours due to a high risk XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11105
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I booked a hotel room for a wedding online using the stored card on my XXXX account ( my citi card ). I then find out that my account had been suspended and the purchase was declined. I never had this happen before. I called to rectify ( something that was not my fault ) and I was told the transaction must be done again ( by me ). I then requested to close. After providing all the information requested, the rep would not close. I then transferred to a supervisor who requested the info again, and would still not close.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
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: Have had this credit card for approximately 30 years and the service was fine until last XXXX od 2022. Since that time I have had several fraudulent charges and trying to resolve is nearly impossible. I am XXXX XXXX XXXX with XXXX XXXX XXXX and the customer service system that Citi uses is horrendous, As a retired AT & T manager I did some investigation and Citi uses XXXX with VOIP for its customer service system and its quality of transmission is extremely poor. Trying to settle the problems is nearly impossible and even after sending several emails and letters there is still outstanding problems. Since XX/XX/2022 I have had more than a half dozen fraudulent charges, new cards issued and nothing significant has been done to solve the customer complaints. Their customer service is terrible and some charged have taken over 6 months to resolve. New cards only create significant problems for the customer to inform all the various companies the cards are used for. The need is two fold, an improved customer service and why so many fraudulent charges? I have been a good customer all these years and am being treated poorly. I expect better.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 04210
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A