Date Received: 2024-02-20
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I tried to charge tickets to XXXX XXXX XXXX. The payment app said they wanted to send a code to the phone number registered with the credit card company ( Citibank ). I saw that it is the wrong phone number. I have an XXXX phone number and do not have a US phone number. I logged onto Citibank 's website to change the phone number. They do not allow non-US phone numbers. Then they locked my account with a note saying to call the fraud department. I called the fraud department. They asked what my secret word is. I don't have a secret word. Then they wanted to send a code to my phone number, which of course is the root of this problem. They were not able to verify me. I asked to close the account. They said they couldn't close it without verifying me ( somehow they were able to open it, however ). I asked for a postal address and an account closure request. They said they did not have this and nobody has ever asked for it before. They said they would mail something to my adddress on file. I don't think they have the correct address on file. So it is a catch-22. Unless I can break out of this then the account may be open for the rest of my life. Their fraud system is not my issue in this case. My issue is that I want to end the relationship with them.
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: 2024-02-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-20
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I was told by citibank for my BestBuy card that interest is calculated on a deferred interest purchase at compounded daily making the deferred interest 80 % of my purchase price. They offered me a 2 month extension, sent no proof of this agreement, and for some reason sent me a form letter denying to adjust my credit report which I did not need or ask for.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2024-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2024 I attempted to withdraw money from my " Accelerate Savings Account '' ( XXXX ) at Citibank. When I attempted to wire the money to another bank account ( In my name ) I received a popup with " Error Code XXXX '' that had instructions to call Citibank because my account was now locked. I called the number on my screen. I was then told I had the wrong number and that the people in the location that I called couldn't help me. After finally reached the correct department the rep recommended we try again. So, I tried it again and got the same error. The rep then asked if I had alternate ways of transferring the money i.e. ACH. I told him that Citibank doesn't work with my bank so that wasn't possible. We went back and forth for a moment before I asked about the wire transfer again and the support rep began rambling about wire transfer scams. I interrupted him and said I knew what they were. Then, the support rep said that he thought I was being scammed. I replied " How can I be getting scammed if I'm sending money from My First/Last name to My First/Last name? I'm sending the money to myself. '' He only hesitated for a second before jumping back into his scam script. XXXX or whatever fake name he gave me is persistent, I'll give him points in that category! Anyway, I told him that this wasn't a scam. I informed him that I needed that wire pushed through because I had college and credit card payments to make with that money. Finally, the rep admitted that " the system '' was flagging me so there was nothing he could do to help me and that my money was stuck. I was a bit upset and asked to speak to whoever was above him. The next rep was just as unhelpful, repeated the same script, and then suggested I drive XXXX hours to the nearest Citibank. The only solution I was given was to wire the money to someone else. That seems like quite the quandary! " You're being scammed by transferring your money to yourself. You should send it to someone else instead. '' was the resolution Citibank offered me. Realizing we were going in circles that led me nowhere but deeper into frustration I said goodbye. Desperate, I looked over Citi 's website and saw their ACH partners include XXXX. So, I logged into my XXXX credit card account and opened a shiny new savings account. However, do you think the ACH transfer worked? Nope, error code XXXX! So, I sat and stewed for a while before I realized if I close my account they have to come up with a way to get me my money. Citi didn't care about me because they had the power. I decided to close the account in a desperate attempt to turn the tables. At this point I wasn't worried about my payments, I was worried that my savings were gone. Thankfully, when I called in and told them I wanted to close the account the new rep told me if I did that a check with the remaining balance could be mailed to my house. I quickly agreed to that and a few moments later my account was closed. My check showed up 8 days later which cost me late payment fees, interest on the credit card, and interest on my tuition payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45044
Submitted Via: Web
Date Sent: 2024-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-19
Issue: Other transaction problem
Subissue:
Consumer Complaint: My husband and I requested a domestic wire transfer on Friday, XXXX XXXXXXXX a transfer to a mortgage title company for our closing costs. On Monday, XX/XX/XXXX, my husband received a call to Citi Bank to verify his identity. He called back. He then received a text to verify his identity. After verifying the text for his identity, he was then asked two random questions : a ) Type of XXXX XXXX owned b ) Location of properties owned My husband has neither water vehicles nor any properties provided. After trying to clarify, Citi Bank said he had failed the verification and therefore the wire transfer was canceledd. We immediately requested a new wire for our funds and called Citi Bank. After being on the phone for 60 minutes, we were provided the number to the Citi Wire Speciality Unit. XXXX, the agent, with us on the phone said that there was a hierarchy to identity verification- text and then Citi uses a third-party company to find random information for clients to identify and confirm. The problem is that neither my husband nor I have ANY INFORMATION on the questions asked- we believe that the wrong identity was researched and therefore we can't access or utilize our money. We now have to hope that our second wire comes through and that, hopefully, the two questions asked are relevant to us. We are furious that we have had to jump through hoops ( getting access to our account was a whole other issue ) and now, we can not do what we need to do with our own money. The wire is time-sensitive and we are now further away from getting a remedy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78209
Submitted Via: Web
Date Sent: 2024-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-19
Issue: Problem with a company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I filed multiple disputes with Citi bank and Best Buy starting in XX/XX/2023 about a newly bought and delivered refrigerator that was broken being returned.On XX/XX/2023 I received an email stating the items were returned and refund was issued. The following month a credit was issued and the credit card balanced went to {$0.00} ( XXXX ). The next month the credit was removed and the balance went back to full amount {$900.00} amount ( XXXX ). I called Citi bank and filed another dispute. I also called Best Buy and was assured it was a mistake and the credit would reflect on next billing XXXX made the disputes go passed 30 days without resolution and I wasnt notified in writing in any case. In XX/XX/2023 I was notified by credit karma that my credit score changed XXXX for delinquent payments in XXXX. Citi Bank reported me as delinquent during open credit card disputes. I called Citi bank and was notified the dispute was closed because of lack of documentation on my end when no documentation was requested. I asked for the information necessary to reopen dispute and was told to fax information to XXXX. I gathered the necessary information and receipts of the product being returned and faxed over. I received another credit karma notification that my credit went down XXXX points for delinquent payment and decreased credit limit in XXXX. Citi bank restricted my account and threatened my credit rating during multiple disputes without any resolve. I contacted citi bank to find out about the last reopened dispute and was told I need to contact the merchant and no recourse available to recover funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92648
Submitted Via: Web
Date Sent: 2024-02-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-20
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: We purchased a XXXX dishwasher through BestBuy on/around XX/XX/2022. At the time we made the purchase, we signed up for and were approved for a BestBuy credit card. One of the features of making this purchase through the credit card was coverage ( warranty ) for one year. This warranty was called the Total Tech Plan. We were told that any warranty repairs were at no cost to us. However, upon making a claim, we were told that we needed to pay {$99.00} plus tax, or roughly {$100.00}. We ended up canceling the scheduled repair as we were not certain being charged was correct. However, even though we didn't have anyone come out, and even though we have been on XXXX calls trying to explain the situation and get our {$100.00} back, neither BestBuy nor the issuer has not refunded the amount nor provided proof that such an amount was credited back to us. We are escalating to see if CFPB can assist and to let others know to steer clear of BestBuy 's warranty service. It just isn't worth the huge headache it has been for us. It is now about principle, not about the amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77389
Submitted Via: Web
Date Sent: 2024-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-20
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: In early XX/XX/XXXX, my mother and I received a letter from Citibank indicating that they would close my checking account and all related Citibank credit cards. I went to my local branch and spoke to the local branch manager regarding this surprise issue. She said it was due to my excessive deposit ( of {$6000.00} in 2 days. XX/XX/XXXX XXXX, see attached supporting document ) I was planning to take my vacation to XXXX and want to have extra cash on hand while I was abroad. The branch XXXX said she could not not give me any more reasons but I would have to write a letter to request the specific reason for closing my account. In the following weeks, I received XXXX more letters ( all of my other Citibank credit cardsXXXX Costco XXXX Home Depot Commercial card, Macy ) all had been closed without any specific reasons. Even Citis bank support phone was not able to give me the answer and they asked me to write a letter to the Citi Bank service support unit. It has been over 30 days and I have not received or hear back any valid response from Citi Bank. I feel this could be a misunderstanding by the Citis security A.I. protocol detecting a potential fraud. Ive been a great customer with Citi bank for over 10 years, maintaining a good balance ( about $ XXXX XXXX ) monthly and without any NSF XXXX any late payment nor bounced check in the past 10 years! Citi gave us the run around, instructed me to call the customer service, the the phone rep, they have no info, I've to write a actual letter. and nearly 50 days later, they replied, still without any valid reason why they chose to close our account and simply claim they donot practice any type XXXX discrimination. But It is now known for a fact that Citi Bank, under the new CEO, have officially made unfair discriminatory actions pertaining to extending credit against several certain XXXX history, based on their last names. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX " The CFPB found that Citi purposefully discriminated against applicants of XXXX descent, primarily based on the spelling of their last name, said CFPB XXXX XXXX XXXX " Citibank has been found guilty and fined {$24.00} in penalty for their XXXX discrimination policy against several races- including XXXX, and XXXX last name. We feel that because our last names end in XXXX and XXXX respectively, we are part of such unfair discriminatory policies actively practiced by Citbank as well. We urged CFPB to further investigate other XXXX discrimination practice for class action lawsuit that are still being actively implemented in the company at all levels. This unfair closure of all my credit card accounts is causing significant disruption to my daily lives. My mother is a XXXX XXXX XXXX retiree, who needs to shop for low cost gas and groceries and home depot repairs regularly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91607
Submitted Via: Web
Date Sent: 2024-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-20
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I have been asking since XX/XX/XXXX to review my XXXX payments ( from XXXX ), and ensure the payments made were allocated to the account properly. They split my account and continue to split my payments so that they continue to collect interest on a higher principle balance. I repeatedly call, have been hung up on/ disconnected. Ive been placed on hold longer than having conversations with the customer agents, and continue to be told that Im being helped but unfortunately I am not being assisted properly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94109
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX 2024 at approximately XXXX pm, I made a cash deposit with XXXX of Citibank 's ATMs at their XXXX XXXX XXXX XXXX. Instead of depositing the correct amount of {$2400.00}, the machine took the whole sack of bills and only deposited {$1900.00}. The atm screen showed errors and I couldn't take the money back. I believe the XXXX dollars was jammed into their machine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94539
Submitted Via: Web
Date Sent: 2024-02-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-20
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 a charge of {$110.00} appeared on my credit card transaction history. It was from a travel agency in XXXX XXXX, XXXX, and I definitely did not initiate or authorize this purchase. I disputed the charge within 60 days with my credit card company. They issued a temporary credit, but they reversed it later and closed the investigation. The credit card company stated the following : 'If after reviewing the merchant 's documentation you still wish to dispute this charge, please provide a new updated signed letter that specifically addresses the merchant 's response along with the complete details of your dispute. Also provide a credit slip or chargeback approval letter from the merchant, to prove they agree you are due credit for this charge. ' I tried to communicate to them that I do not know the travel agency or the person issued the flight ticket, so I am not able to provide any documentation from the merchant as they requested, and that the charge is fraudulent, but the credit card company is unresponsive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 488XX
Submitted Via: Web
Date Sent: 2024-02-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A