Date Received: 2023-08-11
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: My name was added as a joint account holder on a Macy 's department store credit card without my knowledge or consent. The customer service department would not allow me to remove my name or add personal information such as phone number and address because I am not the primary account holder. I was told to speak with the fraud department. I contacted the fraud department and they initiated a report and told me an investigation would take 2-3 billing cycles. The account is delinquent and has impacted my credit score negatively. I have no account access and have never had a credit card sent to me and I have never made any purchases with this account. I was told today that the balance is {$2600.00}, the amount due is {$340.00} with a due date of XX/XX/ which includes a past due amount of {$200.00} and that the last payment posted on XX/XX/XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37043
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This involves an altered and fraudulently cashed payroll check. Reported by me on or about XX/XX/23. The check was obviously altered, in fact unreadable, yet Citibank removed the funds from my business account. It has now been over 90 days since it was reported, all data has been provided. Case # XXXX. I have been refused reimbursement pending a response to Citibank fraud team from XXXX XXXX XXXX which received the check. Citibank breached their duty to protect my account from obvious fraud. Just glancing at the submitted check it is obvious and impossible to make out the date, numbers or written amount, yet they took the funds out of my account. There is no way I could deposit a check written like this at the Citibank across XXXX XXXX as they scrutinize each and every check in a tedious process while I am making a merchant deposit, yet they allow a check like this and remove funds with no scrutiny. I want my taken funds returned to me ASAP. Many phone calls meet with no pro active action, other than they are waiting on something. The error was initially/principally theirs so they should make me whole first and foremost, then seek action against who ever they think was involved in this fraudulent activity. Regards, XXXX XXXX XXXX, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95070
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-11
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: Dear CFPB XXXX RE : Citi Bank NA, Credit Card ending in XXXX We have a dispute we withdrew and closed on XX/XX/2023, and the Merchant issued a refund for {$3600.00} that posted on XX/XX/2023 CITI we requested our refund to be transferred to our checking account. The Citi Staff has lied to us and told us different versions of excuses. Last was XXXX, in the Citi XXXXispute Team tel XXXX who said it was suppose to be transferred to our checking account in 2 to 3 days and the 2 to 3 days have come and gone and every time we call its a different lie. This morning I was transferred to an insurance department that has nothing to do with my money being held against my authorization by Citi Bank NA and the Staff is not being helpful to resolve the issue of returning my money. Thank you for your help in getting this complaint on file and helping us get our money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 315XX
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-11
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: I have held a store card through Best Buy which is administered by Citibank since 2019. I specifically applied for the store use only card at that time and have never asked for anything different. I tried to use my card today and was surprised to find that the existing account was closed and a new open-loop ( usable anywhere that takes Visa ) card was opened without my request, authorization, or consent. I called Best Buy to ask about it and they referred me to Citi. I spoke with Citi and they said it was simply a " migration '' to a new card, but I never asked for this. They said they sent me a letter in XXXX informing me of the change but that I needed to opt-out from this happening. I don't recall seeing this letter, but I shouldn't have to opt out of a new account being opened without my request. I never opted-in to this happening, so why did it happen? They said it was because I was a " good customer and they wanted to upgrade my account '', but I don't want a different account. I don't want a card from them to use anywhere other than Best Buy, that's why I signed up for the Best Buy specific card. I spoke with multiple individuals today at Citi and they all stated the old account is closed and can not be re-opened but suggested I could simply reapply for the card I already had. I have now closed all my accounts with them and will not reopen anything with them or Best Buy.
Company Response:
State: OK
Zip: 74055
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-11
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX Citibank closed my account for unknown reasons. They were supposed to disburse all the money in my account to to me by check. When I got my check the amount of {$2500.00} & {$1400.00} that were deposited into my account by XXXX were missing from the check. I have called Citibank & went to Citibank branches over the course of 8 months to get ahold of this money. They have told me numerous times that they would send it to me or send it back to XXXX & they have never done so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-11
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/2023 I received an ACH deposit from taxes. Account access was immediately blocked and put into closure account has still not been completely closed almost 30 days later, not my Checking or Savings account! I want to end all relations with this banking constitution and receive my funds in full! I have contacted the XXXX and filed complaints. This is causing me financial hardships and unnecessary havoc in my life. The funds are mine, in my name, into my account ; from a legit constitution, I do not understand why I am still being blocked from access to all of my funds!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90018
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-11
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Citi bank Costco card Terms minimum credit limit {$500.00} They wont let me lower my limit lower than XXXX I want the limit to be XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 542XX
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My Account was frozen and then closed by CITIBANK without any apparent reason, explanation, and I did not have any access to a considerable amount of my money which was frozen by them during approx. 6 months! Below is my original complaint from XX/XX/2023. No explanation was provided by Citi following this complaint. After spending lot of time, efforts, transferring large amount of money based on their sweet words and promises, all my recently opened Citibank accounts ( Checking, Savings, Cards, etc. ) and my money are " blocked '', I can not use My money in the checking account, I have no idea how and when I am going to have it back, since I reside abroad. They claim that I have violated their terms without giving any details or explanation... Before opening the account, I have explained to them multiple times that I am not a XXXX resident, that I don't have SSN, that I live abroad most of the time. I have shown to them my foreign passports. I have asked them multiple times if there could be any problem in such a situation to have a fully active Citibank account, to perform multiple wire in/out transactions ( including international ), to have a fully active brokerage account, etc. Their answer to all these questions was a BIG NO, " no problem whatsoever ''. After I have disclosed all the possible information, they have convinced me and have encouraged me to sign for the Citigold account, to expect a call from XXXX XXXX, who as they said to me is XXXX of the stars of their investment teams, to expect a long-term cooperation and a " beautiful friendship '', etc. Based on their nice promises and sweet words, believing that these were true, I trusted them... I worked hard trying to transfer all available funds as soon as it was possible. This did cost me money, loss of alternative income and of course time. This has worked for about 45 days ... Until I have requested the execution of my first wire out of MY account of a small portion of MY money... Following this request, they have blocked imprisoning my total balance, my hard-earned money that I have foolishly and trustfully deposited in their hands .... there were signs that something is going very wrong even before that wire request... I feel deeply deceived, robbed, used by Citibank system for unknown reason. I know that this is a completely wrong, unjust, unfair situation that I find myself trapped into thanks to my unjustified trust in Citibank employees, branch manager and the entire institution. Today I am robbed of a considerable amount of money by this institution without any explanation, without any reason. It is very sad that in a country, which glorifies itself as a birthplace of a personal and financial freedom, I personally experience one of the worst possible financial imprisonments, inhuman, hostile, deceiving service and attitude, a major deception by a well-established and " well regulated '' institution... This institution repeatedly fails and refuse to provide me with any explanation about what is going on and why my account was first limited, then frozen/blocked, and finally closed ; with any information regarding how, when and where I can expect to get my money, that to my understanding they illegally hold for unspecified length of time, back. I hope that they are very happy and satisfied with this achievement of causing financial, emotional and other damages to their clients. I from my side deeply regret that I had this bad and undeserved luck of stepping into their branch... My name : XXXX XXXX XXXX Citibank, NA XXXX XXXX XXXX XXXX, XXXX, IL XXXX, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-11
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Citi contacted me regarding suspicious charges on my Double Cash card. I responded to the first message by calling them and advised those were not my charges. They said they marked those and reissued my card with a different number. They then had me call them four more times for the same charges and issues. I was patient and advised those were fraudulent charges. However, they have not marked a foreign charge of {$10.00} to " XXXX XXXX XXXX... '' as fraud as I requested and my account has been charged a foreign transaction fee as well due to this charge, totaling {$0.00}. I also only received one replacement card and did not receive the card for my authorized user. This has been annoying, disjointed, and honestly a mess. After my account was flagged for fraud, purchases should have been unable to be made, any connection to the fraudulent XXXX log in should have been removed ( wasn't removed till the 3rd call ), and they should be able to reissue cards correctly. I work in escalated complaints for another credit card company and these actions would be coachable and apology-worthy errors ; however, I am not being paid by Citi to deal with this, unlike my employer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SD
Zip: 57701
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: We decided to switch banks to Citibank so we opened a checking and XXXX savings accounts on XX/XX/XXXX and transferred money to them. On XX/XX/XXXX, I realized I wasn't able to log in to my account online ( because they never sent me my debit card ) so I had to call them to unlock it and send me one. Once I received my debit card it wouldn't activate online so I had to be on the phone with them for XXXX minutes to get it activated. After all of these issues ( and additional issues applying for a CC with them ), we decided to leave Citibank so I asked what I need to do to close my accounts and they said I had to transfer the money out of the accounts and I could call to close it. So I transferred the money from checking back to our old bank account and tried to transfer money from savings to our old account but it said access was denied and then I couldn't login to my account. I called them and they tried to verify me using my phone # but said it didn't work so I had to wait for a letter to get verified. The letter came on XX/XX/XXXX, I called them again on XX/XX/XXXX to get my account unlocked ( because I wasn't able to access my account or have access to any of my money in my accounts during this time ) and the man on the line, after talking with the security team, told me I had to call them back in XXXX hours since their system was down. I called them on XX/XX/XXXX and the lady told me my accounts had been marked to be closed so I had to wait until my accounts closed in 30-60 business days and then I would receive a check in the mail with the money of all my accounts. I asked if there was a way to re-open them so I could actually get access to my money ( since I still wasn't able to access any of my money at this point ) but she said she couldn't undo the process and I have to wait 30-60 business days until they could mail me my money. There should have been no reason why I was locked out of my account in the first place ( since they literally told me to transfer the money out of my accounts in order to close my accounts to switch banks ) let alone now it is marked to be closed and I still don't have access to my money. They also never notified me of the fact that they were closing my account until it was too late and I was on the phone with the lady on the XXXX. I don't know even know how much money I have with Citibank right now and I want to know so I can make sure they send me all the money that is righfully mine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78729
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A