Date Received: 2023-08-16
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I opened the Best Buy credit card account to purchase a laptop for about {$650.00} at the Best Buy store in XXXX of XXXX. I was barely using my card at that time. Made small purchases at gas stations and fast food places. The Citi bank never mailed me paper statements since I opened an account. In the summer of XXXX, I got a bill stating that I owed {$4600.00}. I tried to call the bank numerous times, talking to a lot of different representatives about it. I was told that the charges were made on onlyfans.com site. I asked to mail me a transaction history. I received it in the mail. The statement listed multiple charges in different amounts on the same website within a few minutes at different dates. I called back the bank to notify that those charges were not mine. The Bank failed to recognize and notify me of the fraudulent activities that were going on my account during the Fall and summer of XXXX. I asked to connect me with the Security operation department to open an investigation. I made a few payments on my card while waiting. In XXXX of XXXX I received a letter from the Security operations department notifying that the investigation was completed and the disputed charges were removed from my account. Unfortunately, the letter did not provide any details on the amount of the removed disputed charges. I was not able to access the Citi bank website to view the information online, because the site does not recognize my credit card number. The card is no longer active. I received another bill afterwards, stating that I still owed {$4600.00}. I also received a letter threatening legal actions if I don't pay that amount. When I call the Citi bank by using my social security number, it automatically transfers me to the XXXX XXXX XXXX that is trying to collect the debt. The debt is not mine! I appreciate your assistance in this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89131
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I like to make complaint against Citibank My debit was locked and cant get access To online banking I used my debit card online to make transactions and it was declined about three times then citibank locked my debit card and access to online banking I try to call them to verify my identity to restore my debit card they just ignore me and keeping my account locked.. All my money is there from work direct deposit paycheck and everything I can not purchase food and necessities using my debit card because they locked my checking account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84037
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Citibank closed my account on XX/XX/XXXX and sent me the remaining funds in the mail in the amount of {$4900.00} and told me I needed to contact the state of Colorado to reissue tax refund checks, as they did not process these checks. These checks were apparently the reason my account was marked as fraud and closed. However, the state of Colorado contacted me via mail and told me Citibank DID in fact cash my checks. I was able to obtain a bank statement ( which I have requested in the past ) from Citibank, which confirmed they did cash my check, and shows my closing account balance as {$5700.00}. I am missing {$710.00} which Citibank has not refunded me and has kept in their possession since XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80112
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: On XX/XX/2022, I became a victim of identity theft and fraud. I initially received a phone call from an XXXX number stating they were a Citibank representative and that someone was attempting to make a purchase of over {$500.00} in another state. I continued the conversation stating I did not make those purchases. At this time the representative continued to tell me that a few different transactions had occurred while on the phone with them. In summary, a loan was applied for online for the amount of {$4100.00}, approved and then put into my checking account without any knowledge or consent from me prior to this phone call. After that initial transaction, multiple transactions occurred that left me with {$0.00} in my checking account and an overdraft amount of {$420.00}. When I called and spoke to a real, true representative, I was met with a slew of denials and months of agonizing stress and financial hardship and no communication available to me to resolve my situation and get my money back that was initially in my account. This includes any branch that I went to in person. Since then, I have been hacked again with the same bank, changed accounts twice and now have closed my account to open with another bank. I have also been sent to collections for not agreeing to pay the overdraft amount fee when they gave me back the wrong amount of money that I never took out or applied for a loan in the first place. I finally went to a branch, where an associate had canceled the overdraft fee and payment that was supposedly owed, however when I continued to get letters from collection agency 's, I went to the XXXX of that branch to be told they fired the employee who told me she closed the payment that was supposedly owed. The XXXX then told me she would look into the situation. Months later, I return to find out she did absolutely nothing and it's out of her hands. She claims an amount was returned to me that I was supposed to send back but I never received a phone call or email stating this. I have phone records and documentation to back up everything. My credit score has fell and I am extremely unhappy with the way I was treated after being with Citibank for more than XXXX years. I do not want anyone to go through what I did after being a victim of identity theft and fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 110XX
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
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/XXXX, it was brought to my attention that there were several charges, or amounts on charges, that I didn't authorize. I immediately locked the card with the app option online and contacted Citi bank to let them know what was going on. At that time, I filed a dispute and advised them that I did have the card but I was in XXXX at the time and being a XXXX I had been taken advantage of, and exceedingly high amounts were charged on several scenarios, these amounts were not authorized by me. Also, there was a substantial charge of over {$1200.00} that I could not validate in any way. They advised me that they would investigate the situation and contact me if further information was needed. They made no attempt to contact me, but claimed they had, and closed the dispute on XX/XX/XXXX, although It's quite impossible to tell when anything was done, as their dispute center doesn't provide very accurate information, and there no alerts as to when the information is posted to the account. Because they claimed to need more information, I called their security center, as instructed in the dispute center, to reopen the claim. At that time, I had to go through the whole explanation again, and validate which charges were fraudulent. Several days later, I checked in the online dispute center, but no new information had been posted. I again contacted the fraud department, and was advised that they could see and active investigation, and that not to worry, it was being worked on. It's now XX/XX/XXXX and I contacted them again, this time I escalated the call to a supervisor who eventually tried to explain that my situation was consider a scam and that it was not covered. Citi Bank is trying to change the very definition of fraud to suit them. I've had a scam occur one other time and my bank covered the charges, but apparently Citi bank does what best suits them and does not, as their moto says, " Have your back. '' Throughout this entire time, Citi bank has never contacted me, they have never been forth coming with any information and now to have someone tell me that, even though you explained the scenario, that it's not covered. I've had scams and fraudulent scenarios occur with my bank, and they didn't try to change the very definition of the word. Also, during this time, Citi Bank increased my credit line without me requesting it. I brought this to the attention of the supervisor, who claimed he could not see this and that is not their practice. Well, when they about max out your credit line allowing fraudulent charge to remain, then giving you more room to rack up more charges must be their way of helping a customer out. Takeway : Citi Bank has the back of the scammer 's and fraudsters over that of their customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 989XX
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
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, while reconciling my Citi Double Cash credit card statement ( statement date XX/XX/2023 ), I noticed a charge for {$540.00} for XXXX XXXX that neither my wife nor I recognized/authorized. The credit card statement line item included a flight ticket number, so I contacted XXXX XXXX. The customer service agent stated that a one-way ticket had been purchased by/for a XXXX XXXX from XXXX XXXX XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) XXXX XX/XX/2023 for travel on XX/XX/2023 ( see attached electronic receipt ). This ticket was fraudulently purchased using a virtual credit card number on my account ( i.e., not using the physical card itself ). The same day I noticed the fraudulent charge ( XX/XX/2023 ), I deactivated the virtual credit card number that was used in the purchase, and contacted Citi to inform them of the fraudulent charge. After being passed around between multiple fraud department agents, I was told a case was being opened to investigate the fraudulent charge and that a temporary chargeback would be placed on my account while they initiated and conducted the investigation. Following up two days later ( XX/XX/2023 ), I noticed that the temporary chargeback had not been applied to my account, so I called Citi again. After speaking with multiple agents, they eventually opened a case, provided me with a case number ( XXXX ), and applied the temporary chargeback. On XX/XX/2023, I received an email from Citi stating that they were reaching out to XXXX XXXX for more information as part of their investigation. On XX/XX/2023, I received an electronic letter in my online account from Citi ( dated XX/XX/2023, see attached ) stating that they had denied my fraud claim, because XXXX XXXX stated that a ticket had indeed been purchased and used by someone ( supporting information provided by the airline attached ). It appears Citi erroneously told XXXX XXXX that I had made my claim because a ticket had not been provided/used, instead of telling the airline that the ticket had been fraudulently purchased. As a result, XXXX XXXX requested that Citi reverse the chargeback, which they did. On XX/XX/2023, I called the Citi security department to explain that there had been in error in which my claim had been categorized and investigated, and that they needed to re-open this investigation properly as a fraud dispute ( not as a billing dispute ). I was told by the agent that this would be done. My existing physical credit card was deactivated, and I received a new account number. The same day I received an email that my fraud dispute claim had been received by Citi. On XX/XX/2023, I received an email and an electronic letter in my online account stating that my claim had been forwarded to the Citi security department for further review, that my fraud dispute had been re-opened, and that I could monitor the status of the dispute online. On XX/XX/2023, I received an email from Citi notifying me that I had a new letter in my online account regarding this dispute that required action on my part. However, no new letter was present in my online account. The next day ( XX/XX/2023 ), I called the Citi security department to follow up. The agent notified me that the letter I was supposed to have received the previous day was related to the billing disputes department ( not the security department ), and transferred me to that department. The billing disputes person said ( 1 ) the email I received on XX/XX/2023 may have been a duplicate communication from XX/XX/2023, ( 2 ) that this case will be handled by the security department ( not billing disputes ), ( 3 ) that she spoke with multiple security department agents ( including at least one supervisor ) while I was placed on hold to confirm that the case was, in fact, being transferred to the security department, but that it has not been fully transferred/opened yet, ( 4 ) that it may take up to one billing cycle for the Security department to re-open the case, and ( 5 ) if I dont receive any communication in the next 2-3 weeks, I should call the security department again to follow up. On XX/XX/2023, I contacted the security department again. As was initially miscommunicated to me on XX/XX/2023, the agent said my dispute was supposed to be an issue with the billing department. I said that I had gone through this same conversation a month ago, and that the case was supposed to have been re-opened by the security department. After more clarification from me, the agent said ( 1 ) they will be opening a new investigation, ( 2 ) that they will need to contact XXXX XXXX again, because the fraud department asks different questions than the billing disputes department, ( 3 ) that I will be notified when a response from XXXX XXXX is received, ( 4 ) that I should give them a week to investigate before following up, and ( 5 ) that Citi is prioritizing this investigation. At this point I still didnt see this fraud dispute showing up in my online account. On XX/XX/2023, I contacted the security department again. The agent again miscommunicated that this was supposed to be an issue with the billing department. I explained that they needed to review notes from my previous calls. They said they reviewed the notes, and said that they will open up an investigation. I asked why an investigation hadnt already been opened given the several previous calls where I had been told the same thing. They said they would forward this information to the investigator. I asked why I didnt see a fraud dispute listed in my online account. They said they would take care of this and it would be updated in 24-48 hours. I asked why a new chargeback had not been applied to my account. I did not receive a meaningful answer, although again they mentioned 24-48 hours to see an update. I asked specifically - would I ( 1 ) see the fraud dispute listed in my online account in 24-48 hours, and ( 2 ) would I have a new chargeback applied to my account in 24-48 hours. The answer they gave to both was yes. On XX/XX/2023 ( today ), I received a physical letter from the security department ( dated XX/XX/2023, attached ) that my dispute has been closed. It states that I accepted responsibility for the disputed charge when I provided my account number for the transactions somehow implying that I willingly gave my account number to the person who made the fraudulent charge. It also states that the charge will remain on my account ( I already had to pay the charge in full in a previous billing cycle due to delays associated with this dispute ). No additional information was provided regarding the investigation. Even today, there is nothing in my online account to indicate that I made a fraud dispute no case number, no updates, etc. Additional clarification : I am not familiar with any XXXX XXXX in the XXXX, XXXX XXXX. Although the XXXX XXXX supporting information shows that my home address was used with XXXX XXXX name in conjunction with the ticket purchase, there is no XXXX XXXX residing at my address in XXXX XXXX - although certainly my address can readily be found ( /abused ) by internet search. There are XXXX XXXX phone numbers ( XXXX and XXXX ) and two email addresses ( XXXX and XXXX ) associated with the ticket purchase noted in the XXXX XXXX supporting information that are not associated with me or my family ( nor any of our XXXX Airlines XXXX XXXX ) in any way. The electronic receipt from XXXX XXXX indicates that a separate XXXX account number was used to pay for luggage fees an account number I do not recognize, and perhaps also used fraudulently. Interestingly, according to the supporting information, it appears that when XXXX XXXX arrived in XXXX, they were not able to provide appropriate documentation to XXXX immigration authorities, and they were deported back to the XXXX the same day on another XXXX XXXX flight ( unrelated to my fraud dispute ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94530
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Citi makes verifying your card unnecessarily difficult by requiring a second number to send a verification code to. You tell a representative the verification code which also feels less secure because I can not be sure that they are not scamming me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23220
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: When opening the account I used an offer that would give me XXXXXXXX XXXX miles after ( 1 ) making direct deposit and ( 2 ) make debit card purchases of {$1000.00} or more. I did both. Citi hasnt honored the offer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22043
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have been a Citibank credit card customer for many years. Sometime in XXXX, Citibank had a promotion that it will pay {$1000.00} bonus for new checking account with deposit of {$75000.00} held in the checking account for XXXX or 90 days. As there is no citibank branch in XXXX XXXX XXXX I was asked to open a new account over the phone. I opened checking and a saving account in XXXX and funded {$75000.00} from my credit union using Citibank web portal. I have XXXX statement showing account balances. After 90 days or so, my online account access was blocked. When I called citibank, they said that my account was compromised and asked me to verify my account with their fraud department. I called and verified my account multiple times. My account is still blocked. At some point, they asked me to open a new checking and savings account and then transfer funds to new account. After jumping through lot of hoops and spending numerous hours over the phone, they opened new checking and savings accounts. With in few days, without any intimation, they closed the new accounts. On XXXX when I called, I was told that my checking and savings accounts are under closure process and within XXXX days, they will send return my funds via check in the mail. Its been almost 60 days, I have no communication via email or regular mail on account closure process. I called again yesterday, now they are saying that my account is still blocked and it may take somewhere XXXX days before I can get my funds. Here is my situations, I saved these funds all my life for my daughters college. She graduated highschool this year and I have no funds to pay for her college. Citibank does not provide any concrete answer on why my account was blocked and when I will get my funds back. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76248
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have been with Citi Financial since XX/XX/XXXX. I've had one credit card ( 2 accounts ) and have never had a payment go 30 days late in the 10 years I have had an account with them. Never! XX/XX/XXXX I received a notification that Citi Financial was decreasing my credit limit by XXXX XXXX from {$19000.00} to {$8000.00}! First, any company that would reduce an on-time loyal customer by {$11000.00} is just bad business! Secondly, my balance with Citi at the time was {$7800.00}. Because of this abrupt and unwarranted decrease, it has also caused my credit scores to drop by almost XXXX points because my utilization instantly increased to 95 %! Have I made payments after the due date? Yes! Have I ever went 30 days late? No! Have I ever been negligent in paying Citi financial? No! Even when I went through a temporary hardship, I called and asked for help. Asked for a pay deferral! They advised they couldn't help! So because I valued the relationship and my credit history, I still paid them on time even when it was a sacrifice to me! But for them to drop my credit limit by {$11000.00}. This is unfair and unethical! It is also an unfair practice under XXXX and XXXX XXXX! It's unfair and deceptive! And to also do this without warning adds to the issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19702
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A