Date Received: 2023-08-23
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: XX/XX/XXXX signed into Citi account and found 8 fraudulent transactions. Called Citi Fraud, spoke with XXXX. She disabled that card and promised to overnight new cards, as we needed for upcoming purchase. XX/XX/XXXX new cards arrive. Login to Citi to activate, to find fraud alert. Talk to XXXX at Citi, who tells me that new cards had to be cancelled also, as 2 fraudulent transactions were posted on XX/XX/XXXX. Told her I thought those were part of the 8 original fraudulent transactions that likely were mistakenly transferred to new card, but to be safe, XXXX cancels card, and promises to XXXX a second set of replacement cards. XX/XX/XXXX new cards haven't arrived. Call Citi, speaking to XXXX, then XXXX, then XXXX, all of whom seem to be confused and can't figure out if the first replacement card was ever cancelled, but they do seem clear that the ( second ) replacement cards promised by XXXX were NOT actually sent. I ask to be forwarded to someone in the XXXX, as the communications seem very scrambled. Speak to XXXX at Citi-XXXX XXXX who says it looks like the first replacement cards are good. She puts us on hold to speak with her Security center to be absolutely sure ( would be embarrassing to us if she's wrong ), then comes back and tells us we are good to go. XX/XX/XXXX Login to Citi, and find that yet another card number has apparently been issued. Call and speak with XXXX. She says Citi records show that, after we spoke with XXXX on XX/XX/XXXX, my husband spoke with someone else at Citi and asked that the second replacement card be cancelled and replaced. This is ABSOLUTELY NOT TRUE ... this call never took place! Not sure who they talked to, but it wasn't my husband or me. XXXX tells us that another set of replacement cards were mailed on XX/XX/XXXX. This customer service group is so scrambled. They can not keep their facts straight, they give conflicting information, and cancelled the replacement cards and mailed new ones without giving us any notice, and after assuring us repeatedly that the first replacement card was good. And their records indicate they cancelled the first replacement card at my husband 's request, which is not true. Citi 's websites make it impossible to complain to anyone directly. All phone numbers lead to long wait times only to speak with people who try to help, but are relying on scrambled and inaccurate information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 481XX
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: In regarding the identity theft from XXXX XXXX and her partner as named by the XXXX Police Department, I have additional information to add. Please remove the following hard inquiries : CBNA - XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX and CBNA - XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 706XX
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I was out of XXXX, FL on XXXX XXXX XX/XX/2023. On XX/XX/2023, around XXXX I received a notification alert on my cell phone that said that a {$240.00} charge was made from my account at a XXXX XXXX XXXX XXXX. I immediately logged into my bank account to verify the truth behind it and it was true. I immediately contacted my bank from the car due to the fact that I was on my way back to XXXX, FL from XXXX FL. I advised the representative that there was a fraud on my account and that I knew it was not me because I was not even in XXXX at the time of the use. I had my debit card on me and always do and my bank transaction will reflect that I had just used the card earlier in the day in XXXX FL. On XX/XX/2023, I contacted the bank again to follow up on the status of the fraud and was advised that nothing new had been done and at that time it would take up to 10 business days for a credit to be issued to my account for these funds. Needless to say, I was upset because here I was the victim in this situation and my own banking institution is treating me like I am a criminal. I called back again on Tuesday and was advised that there still was no update to the fraud and at that point, I contacted my local police department ( JSO ) to file a police report in hopes that it would speed up the process of returning these funds to my account. The police officer came to my home to gather a statement from me and I was advised at that time that the card had been used relatively close to my home which leads me to assume that this person got my information prior to me even leaving for XXXX on XX/XX/2023. The police officer went to XXXX and reviewed the camera footage of the incident in question and came back to my home to show me the picture of the woman using a card at a self check out register. I still had the physical card in my possession and I was advised that criminals are using skimmers to obtain bank information to clone debit cards and make them accessible for them to use. The officer said the woman parked in the further parking area of the parking lot and was unable to obtain the tag information for the woman who made the purchase. I contacted CitiBank immediately and provided them with the case number that the officer provided me and then I let it rest for the week in hopes that today, Monday, XX/XX/2023, there would be a resolution. I contacted the bank today since I did not see the funds back in my account and was advised that my case had been closed and denied due to the debit card being in my possession at the time of the fraud. This is completely ridiculous when I have a police report of the fact that it was another woman who used a cloned card to make this fraudulent purchase. I have now had to dispute this case again today with an updated case number and now will have to wait up to 10 additional business days in hopes that these funds are returned to me. If these funds are not returned to my bank account, I have already obtained legal counsel and will move forward with litigation to rectify this situation. It is ridiculous that there is camera footage and a police report that states this was in fact not myself who made this purchase and proof that I was not even in XXXX Fl and the card was used in XXXX FL just earlier that day which is over 3 hours away from XXXX FL. I am completely distraught with how the bank is handling the situation and I will never recommend this bank to anybody. These funds need to be refunded back to me and legal repercussions should take place for the woman who fraudulently cloned my card and used it.I have provided police documentation and XXXX has agreed that will release the camera footage of the transaction made. How can this still be denied when the police report states the woman had a different hair color than myself? How can this still be denied when your records should show that MY debit card was used just earlier that day IN A DIFFERENT CITY that is HOURS away from this location?? The response I received was not clear as to what is going on and nobody is making the proper attempts to resolve this issue. I really do not want to pay the money for an attorney. I have spoken with my local news stations and will be completing an interview shortly because I am not the only one who has had this issue with CitiBank before!! That tells you that your 'fraud department ' is not doing their job. I will be emailing the CEO XXXX if I need to on top of the interview to get this message spread that I have been treated unfair and your company is using deceptive practices because NOBODY states they have contacted the local police department to obtain the CLEAR INFORMATION on the fact that I filed a police report and nobody has done any due diligence to handle this matter. I was in another city, I filed a police report, and I have complained time and time again. What other proof do you need?!?! PLEASE TELL ME WHAT PROOF YOU NEED SO THAT I CAN DO YOUR JOB AT INVESTIGATING THIS MATTER TO GET THIS RESOLVED. I NEED MY {$240.00} AND I NEED IT NOW!! THIS HAS BEEN A MONTH OF JUST STRESS AND EMOTIONAL STRESS. I will filing all of this into my civil complaint against CitiBank to make sure NOBODY goes through this like I am.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32221
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On or around XX/XX/XXXX I was aaproved for a Citi Diamond Preffered card online. The approval came back on my screen as a XXXX dollar credit limit. The following statement came up on the screen Congratulations, you have been approved for a Citi Diamond Preffered card with a XXXX credit limit. Your card is active immediately with 10 % of your total credit limt available for the first 10 days. After 7-10 days your card shuold arrive in the mail. My card has arrived and I have reached out cusotmer service, the escalation department and the approval department. No one can say anything but its XXXX and they are extremely rude thinking they have answered my isssue. They either are fraudently telling people one thing and then decreasing limits after or they are incompetent in getting me to the corect department with the answer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37205
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
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 have bought a microwave from XXXX from {$510.00} which I never got delivered as I had to cancel the order. For many days XXXX refused to issue a refund and I opened a dispute with Citi Bank, the issuer of my credit card. XXXX processed a refund on XX/XX/2023 after a lot of insistence and since but since there was a dispute on going, Citi kept the money and never refunded me. They closed the dispute saying that 30 days were passed. Now it has been 3 months since the order and I still haven't got my money back : XXXX provided proofs that they sent the money to Citi and they won't process any additional payement. Citi didn't answer and I just re-opened the dispute for the third time. I need help to get out of this nightmare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My name is XXXX XXXX. I have been banking with Citi bank close to 3 years now. On XX/XX/14. I was unable to use my debit card at target. So I tried accessing my mobile app on my phone but it told me to call bank. I called citi bank and I asked them why was my card not working. I asked to speak to a supervisor but they denied my request. And finally the agent said fraudulent activity. I was told that I have {$550.00} in my savings and I had between XXXX to XXXX dollars in my checking. They told me I had to wait 8-14 business days for the remaining in my account. I got a letter today saying that my account is closed. I called citi bank to get a estimate date when will I receive MY money. Now they are telling me 30 to 60 days. I have to pay my bills and this is a big inconvenience. All I needed was an explanation but they are not telling me anything. Why should I have to wait for MY money. Citi bank is the worse bank I ever had.
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: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Citibank is lying saying that theres no funds owed to me from an account that they closed but I have all my statements and proof that money was transferred from my account ending in XXXX to XXXX on XX/XX/XXXX for the total of {$270.00}. Additionally at this time I had no access to funds so I transferred money to my XXXX account that was completed but later reversed leaving me account negative since I already spent some of the money. All this reflects on my statements from citi bank and XXXX but yet they continue to say no money is owed to me. I just want my money and interest since my check was supposed to be sent XXXX and its now XX/XX/XXXX. What they are doing seems illegal and reading online reviews they are stealing from customers left and right. The customer service agents are outsourced and its impossible to talk to someone who can actually resolve the issue its like playing a game of telephone and just waiting around. They are playing with peoples lives and its not ok!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85323
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-24
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I had a secured credit card with citi bank and I had trouble paying the bill so Citibank closed my credit card and did not refund the {$500.00} that secured the credit card. I'd like for the money to be returned to me as soon as possible
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-24
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: My initial Citi Simplicity card started out relatively low ( around 12 % ). In XXXX, rates were increasing by .25 % like other credit card companies ; however, in addition to this increase Citi increased my rate by over 5 % starting in XX/XX/XXXX. When I called and asked why, the response from customer service was " other credit card companies are doing the same thing. '' This is absolutely not true ; no other credit has increased my rate by such a large amount in one shot. I have never been late paying and have paid the minimum, if not more, on my account. After this huge increase, Citi continued to increase every month by a small margin like .25 %. Recently, I received another notice that as of XX/XX/XXXX, the rate on my card would increase another 4 %. To add insult to injury, Citi sends me a marketing promotion that I was pre-selected for a card at 0 % for 18 months. After the 18 months, the rate would be lower than by 7 % than what I am currently paying. When I asked customer service about transferring my current card to the Citi Rewards card, they then said I was not eligible. Why send it to me? Why such a HUGE increase in rate, not once but twice? No one seems to be able to give me an answer. All I can determine is that it is greed on the part of Citibank. I will never be able to pay off this card at this rate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-24
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: I am XXXX XXXX with a Citibank credit card for 30 years. My credit score is XXXX, I have always payed on time. My current balance is {$5700.00}. Over the past 12 months, my interest rates have increased from 4.99 to the most recent whopping 18.74 % ( an increase of 4 points over the past month! ). I called Citi in protest and spoke with XXXX in the XXXX ID : XXXX, then a supervisor. They advised me to write and email to XXXX XXXX XXXXXXXX, etc. The REASON for the increase, on my XXXXXXXX XXXX statement was as follows : " As of XX/XX/XXXX your credit score is XXXX. Credit scores range from a low of XXXX to a high of XXXX XXXX' NONE of the key factors that " adversely affected your [ my ] credit score '' are true. Further, per CITI, " if you have any questions regarding your credit score, you should contact the consumer reporting agency identified above ''. It's XXXX. What's WRONG with my credit score or my BALANCE!? I urge you to support XXXX XXXX low-earners like me, who pay on time, and who are being unduly punished by the Catch-22 between Citi and credit agencies . My son serves in the military, as did my beloved father, XXXX XXXX and XXXX XXXX in XXXX> Thank you for your service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90274
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A