Date Received: 2023-08-31
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: I currently have a Best Buy store credit card issued by CITI account ending in XXXX THis card has been upgraded per below I received an email today from CITI as follows : Best Buy Credit Services Best Buy Credit Services Security Zone : XXXX XXXX Online Activity Confirmation DEAR XXXX XXXX, This email confirms the following action completed at Account Online for your My Best Buy Visa Card account ending in XXXX. See detail ( s ) below : New Account Added to Account Online User ID : An additional account was added to your Account Online User ID : XXXX and is now available when you sign-on. Quality service and the security of your account are of great importance to us. If any of the above information is inaccurate, please contact us immediately at XXXX ( TTY : We accept XXXX or other XXXX XXXX ). Please visit us anytime at XXXX to review your recent account activity or update your account information. We appreciate the opportunity to serve you. Sincerely, Customer Service Note : If you performed multiple activities at Account Online within the past 48 hours, you may receive separate confirmation emails. My Best Buy Card was a Store card and CITI converted the store card to a XXXX card without my consent and moved my small balance to the XXXX card. When i called customer service and told them i did not authorize this change they told me it was to late to cancel. They also told me that I was one of the select few customers to receive an automatic upgrade to a XXXX card from my store card. When I told them I do not want the XXXX card, they told me i would have to pay off the balance and close the account. They also told me that i received a previous email about upgrading and since i did not respond to the email they upgraded me automatically. I do not recall any such email but I do delete what looks like junk or suspicious emails from my email box regularly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 186XX
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
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: On XX/XX/2023, I purchased a washer and dryer from Home Deport with a CitiBank credit card I signed up for in order to get a discount. After multiple attempts, Home Depot was unable to deliver the correct dryer. I have receipts where I was credited for the dryer, each time they could not deliver it to my residence. Recently, I tried to reach the Home Depot Credit Card website because I kept getting phone mail messages about a late payment while I was at work. I was unable to create a password and I finally was able to wait on the phone for a customer service person, when I received one of the phone calls ( day off. ) The person on the other end kept asking me for personal information to verify an account, but would not tell me which account. Finally, after I explained I was not going to give out personal information over the phone from a phone call I received without knowing the details of the account, the person on the other end let me know it was Citibank for Home Depot. When I finally received a statement in the mail ( XX/XX/ ), the balance on the account was incorrect. The balance included what appeared to be a charge for the returned dryer. When I contacted Citibank card services, they indicated that even though I had electronic receipts detailing the credits for the dryers, they did not want them. They could not help me. It was my responsibility to go to the Home Depot and get the account balance straightened out. When I asked for an explanation as to why the electronic receipts did not reflect on my account, when the credits were clearly made on my credit card account. They could not explain and eventually just hung up on me. I am just now receiving a statement and aside from the phone calls, I did not receive any additional correspondence regarding the bill. I was under the impression I would not have to start making payments until they resolved the issue with the dryer. However, in addition, I have what appears to be a late charge on my account. I am concerned because this type of thing is hard to navigate for XXXX people. Having these types of policies, where credits made electronically on an account do not register is unfair at the least. I had to navigate long wait times, multiple phone transfers, rude customer service personnel and eventually being ignored and hung up on. There is a segment of our society that would not be able to work through that and would probably end up paying the unfair charges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27713
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Problem when making payments
Subissue:
Consumer Complaint: I was not able to access my loan online and that caused me to miss a payment and my credit score dropped severely.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43123
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: My name is XXXX XXXX and I have been with citi bank for 3 years and they closed my account on XX/XX/14. They said it was fraudulent activity on my account but they are not being specific about it. They sent me a letter saying it will take up to 30-60 days for me to receive the funds that I had in my account. The funds I had were for me to pay my car. Now I lost my car and I am about to loose my job. I am a single mother and I have no help with transportation. Citi bank stated that they are a trustworthy bank. They failed and they are holding my funds. 30-60 days I will have been lost my apartment. I am about to loose my job. Citi bank can not be trusted. How can any company hold money that is yours without a detailed explanation. I need help on getting my funds asap. And I want to sue Citi bank on failure and lack Of communication.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90250
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a Citi Bank account on XX/XX/2023 and deposited {$400.00} cash. On XX/XX/2023 I deposited a check of {$210.00} paycheck. they told me, the check will clear up in a week. On XX/XX/2023 I was unable to deposit my 2nd paycheck and was told my account was blocked. Citi Bank teller gave me,XXXX option XXXX to call to unblock, on XX/XX/2023. XXXX XXXX, from the fraud line, after half an hour of investigation on the phone, told me the checks were forged. I called my employer who connected me with the comptroller of XXXX XXXX. Again after half hour with the comptroller, XXXX XXXX assured me the checks were good and put me on hold to clear, unblock the situation. But came back with a new issue about my identification, many questions : how long have I been at the address? proof of identification. I gave my social security number and my driver license. he decided to keep it blocked and gave me another number. today, XX/XX/2023 i called and they are unable to answer my questions : Why my account is blocked? why can't i withdraw my cash? why did they opened my account to block it 2 weeks later? what are the reasons i have been flagged and how can i clear it? what information i need to provide you to unblock my account? All my questions have been unanswered by multiple agents. Citi Bank agents are rude, unprofessional, unhelpful not knowledgeable. i need your help. thank you for your assistance in this matter XXXX XXXX XXXX XXXX opt XXXX to
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10463
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: i open citi bank check account online # XXXX, i deposited my pay roll check of XXXX on XX/XX/2023, 2 days later i lost the access to my account. few days later i received a letter of the bank like the found will be cleared on XX/XX/2023. I try to access the bank account and i saw a block account message. I called the bank and they said i deposit a fraudulent check. i called my boss i told him about the situation and he send me a bank statement like the citibank cleared the check or has the money. i called back to citibank and they said my account will be close because i did a violation to the bank rules. after 2 weeks i received the letter. i called back the citibank and they said the check is a fraud. i call my boss and he said citibank has the money no my bank or me. i went to my boss bank XXXX XXXX and i spoke with XXXX XXXX, she call to citibak fraudulent department and informed the check is good and they have the money. I never received a phone call from citibank during 4 days and i don't have access to my bank account. i called to citibank and they said the founds are freeze. i spoke with the citibank fraudulent department and they said they dont have the money but i have a bank statement with the founds in the account still there. Citibank make me a big damage with this action because i lost my job for this, 2 i reuest a familiar loan to pay my bills, until todays i dont have the money or any aditional notification from citi bank . They are playing with my life. please i need you help on it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80920
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
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 XX/XX/XXXX I purchased 4 guitar cases from XXXX on XXXX for {$230.00}. The vendor stated in their listing that 100 % customer satisfaction was guaranteed and that return shipping would be paid by the vendor. ( I have screen shots proving this and I provided them to CITI CARDS. ) When I asked to return the items, XXXX sent me to a webpage that provided me with four postage-paid return labels THAT WERE ALL EXACTLY THE SAME. I packed up the items, attached the labels, and brought them to the Post Office, where I was told that none of the labels had enough postage to return even one of the items. XXXX subsequently told me that the cost to return them was more than they were worth and offered to refund me {$5.00}. I could not find a way to contact XXXX, which I'm sure was their intention. So I contacted CITI CARDS ( in XXXX ) which promises to protect its customers from fraud such as this. CITI refused my dispute. They have given various excuses for this at various times. They claimed I didn't prove that the vendor did not honor their promises, which is false. They also claimed that they could not refund my money because I didn't return the items! This is clearly a Catch 22 and it is THEIR fraudulent rule, which they could change. They have also claimed, recently, that there is nothing they can do because it has been so long. Lie. CITI is in cahoots with criminals on XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
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 booked a two bedroom apartment for one night through XXXX with XXXX adult and XXXX child ( XXXX XXXX XXXX ). I have a confirmation email confirming the reservation with the statement at the bottom of the email stating This property considers guests aged XXXX and under, at time of travel, to be children. PLEASE SEE THIS STATMENT ON PAGE XXXX, under " Guest charges and accommodation capacity '' of the " XXXX XXXX XXXX '' Apartment manager called us the day before our reservation, accused us of lying by saying that our XXXX is a child, and refused to allow us to stay in the room. In a chat with XXXX they also said we lied, even though i have the confirmation FROM THEM that we didn't lie, and that a XXXXyo is considered a " child. '' I disputed the charge with my CitiBank credit card. They are refusing to credit me the {$590.00} even though we paid for the room for XXXX people, were not allowed to stay in the room, and were refused a refund, see " XXXX XXXX XXXX XXXX ''. CitiBank will not refund the money unless XXXX agrees to give a credit slip. The entire reason I am disputing the charge is XXXX wouldn't give me the product AND refused to give me a credit for it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29063
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I received an email notification from Citicards customer service XX/XX/XXXX thanking me for contacting them to update my travel plans and changing my secret passcode. I did not contact CitiCards customer service on XX/XX/ and make these changes so I called CitiCards customer service and told them I had made no travel arrangements, verified my address, and was told a replacement card was sent to an address in XXXX, FL. I let the customer service agent know I did not make this request and no attempt was made to intercept the replacement card request or any additional measures taken to secure my account by CitiCards at this contact. I called Citicard customer service on XX/XX/ because I received email notification the replacement card I did not request had been activated. The CitiCard customer service agent I spoke to talked very fast and over me, not accepting any responsibility for the fraudulent activity that occurred on my CitiCard credit card account. The customer service agent on XX/XX/ said she would transfer me to a supervisor because she could not help me resolve my concern and told me a supervisor would call me back in 24 hours. I received no call and no attempt was made to secure my account or card that had been fraudulently mailed to an address in XXXX, FL canceled shut down. I logged onto my citibankonline account this AM and noticed {$150.00} charge on the replacement card that fraudulently activated so I called CitiBanks Fraud Dept and was told a replacement card was mailed XXXX to my address and the address in XXXX, FL ( the address I do not live at ). I spoke with a fraud prevention specialist and was told the account ending in XXXX had been shut down a new card was being mailed to me in 5-7 business days. I have no confidence in CitiBanks Fraud dept to protect my information or make sure my information is safe. This has cause an undue amount of time and frustration on the phone with a bank credit card company that does not value its customers or care about securing their information.
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: 2023-08-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Hi, I opened an new checking account Citibank, I deposited {$25.00} as a requirement to open new account them I deposited {$1700.00} issued by my client as I work as a caregiver for him. The next day after opening my account online, I tried to open my mobile banking and I couldnt, I called customer service and they transferred me to the fraud department, they said my check is suspected fraud and they need to verify it with the issuer of the check, ( They didnt give me a reason why they think its suspicious ) So I gave them the phone number and they said, they couldnt call the number because its not verified phone number. they said its registered to the issuer but not verified. I gave them their house phone number again and its the same it is bot verified. So I have not idea how will I give them another number. Other option is to go to the physical branch with the issuer but they dont have any branch in my state. I asked the issuer to call them using his phone number but they couldnt honor that since theyre saying the couldnt verify that on their end all the customer service is in the XXXX and they barely speak the language and doesnt have enough resources for verification. The only way I can get my money is to wait 30-60 days till they close my account and theyll issue me a check and thats not even guaranteed. The check issuer even called his bank and see if he could stop the payment but they couldnt because the money has been deposited into my account. I asked them my account number since I didnt get a chance to get it since they closed my account right away, they couldnt give it to me even though I gave them all my details and answered all the security questions. I spoke to the executive agent and gave me a case number here it is : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98204
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A