Date Received: 2023-08-10
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I signed up for the checking account bonus with Citi, which was to open an account, meet the minimum deposits and spending and received the XXXX XXXX XXXX miles XXXX days after completing the terms. I completed all the steps in XXXX and should have received the bonus in XXXX. I contacted Citi XXXX times and was told I qualified for the bonus but they did not know when I would get my miles. I was further told that I would have the miles by XX/XX/XXXX, which was significantly later than the terms, but either way I have not received the miles. I keep getting the runaround.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08822
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Threatened to contact someone or share information improperly
Subissue: Contacted you after you asked them to stop
Consumer Complaint: I sent them a cease and desist letter which they confirmed that they received in XXXX but they still contacted me after receiving the letter by sending me a letters on XX/XX/XXXX and XXXX different letters both dated XX/XX/XXXX which are FDCPA violations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/XXXX, I accepted an 0 % balance transfer of {$10000.00} from Citibank associate with my card ending XXXX to pay off another credit card for a fee of {$300.00}. I made the minimum monthly payments in XXXX to keep that interest free until XX/XX/XXXX. In XXXX Citibank sent me an erroneous statement that stated that " Your next Autopayment of {$10000.00} will be deducted from your account on XX/XX/XXXX. My spouse contacted them on XX/XX/XXXX, to pay the bill online but a few minutes after paying the full amount of {$10000.00} realized her error and pursuant to the rules that Citbank has ont he credit card called before XXXX that same day to cancell the payment. She called and cancelled that full payment, spoke to XXXX XXXX XXXX on XX/XX/XXXX at XXXX XXXX, to cancel the payment and he agreed to cancel it but would not give her a confirmation order and would not give her his last name but gave her an employee number. She again called Citibank on XX/XX/XXXX when we received notification the full payment was about to be made form Citibank. She spoke to someone in customer service and was placed on hold for over a half hour. Finlly she was able to speak to a supervisor named XXXX on XX/XX/XXXX and they recognized that the payment was cancelled but refused to stop the payment, claiming they needed to see acknowledgement that the payment was paid. They refused to stop the payment or provide their last names. They refused to provide any reference numbers for the cancellation requests. They refused to stop the payment or deal with us in a financially responsible manner. Their customer service is appalling. We paid {$300.00} for a loan of less than a month and they won't recognize our stop payment request or refund our {$300.00} fee. Its infuriating.
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: 2023-08-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am writing to submit a complaint against Citi Bank, detailing a series of issues that have arisen since I opened my checking account. Despite my persistent efforts to resolve these matters, I have encountered unresponsiveness and unprofessional behavior from various bank support teams. Below is a comprehensive breakdown of the events : Debit Card and PIN Issue : Upon receiving my debit card, I noticed that the accompanying PIN was missing, rendering the card inoperative. I've reached out to several departments within Citibank, but none have managed to resolve this issue. Contact with Online Support : While attempting to resolve this matter online, I waited XXXX to XXXX minutes for the agent to send a verification code, only to be logged out due to inactivity. Subsequently, the support team failed to follow up. Contact with Executive Response Team ( Case # XXXX ) : An analyst suggested ordering a new PIN and debit card, promising delivery by XX/XX/XXXX. Regrettably, the items never arrived, and the agent closed the case at the end of the initial call without waiting for confirmation of receipt, leaving the problem unresolved. Contact with Executive Response Team ( Case # XXXX ) : In a similar vein, an analyst proposed a solution involving a new PIN set to arrive by XX/XX/XXXX. The PIN never arrived, and the case was abruptly closed at the end of the initial call. Compounding my frustration, the agent unjustly blamed me for following up and arrogantly insisted that I should contact regular customer support because he had ordered me to do so. This directive was all the more unreasonable given that he himself was unable to locate the PIN. Video Appointment with XXXX, XXXX Area Banker ( Banker name : XXXXXXXX XXXX ) : I scheduled a video appointment with a local Citi banker, but the banker failed to appear, intensifying my concerns. Additional Concern - Floating Debit Card : The executive response unit issued a request for a duplicate debit card, yet no one within the unit seems aware of its whereabouts. This lapse has created a perilous situation where an active debit card is unaccounted for, significantly jeopardizing the security of my account. In light of these continual failures, my concern for my account 's safety has grown, compounded by the disheartening lack of support from Citi Bank. I earnestly request the CFPB to investigate these matters and work towards an expedient resolution. The uncertainty surrounding the location of my debit card and PIN, neither of which are in my possession, leaves me fearful that my account may be compromised if they fall into the wrong hands. Thank you for your immediate attention to this serious matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27312
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2023 I login to pay my credit card in full ( which I always do ) and I found my account closed. I've had this card for over 10 years and never had any issues with it, and my balance is always paid off in full. I called 3 times and in all times they said that I should have gotten a document in the mail but I do not have anything. To top it off, I lost all my thank you points that I have accumulated over the years.
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
Date Received: 2023-08-10
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: For over the past several years my personal information has been dumped on the dark web and the internet. Over XXXX cases of fraud on my account. Accounts emptied. Mail stolen. All due to credit card companies and credit bureaus and banks failing to secure their databases allowing information theft. I have brought this issue up with bank and they have not been cooperative. I have spent the last several years working to clear my financial records. In the past year starting in XX/XX/XXXX and in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX I have sent debt validation letters, some not asked for by creditors in a effort to research issues with fraud. This creditor has not seemed to respond to my letters within 30 days. The creditor needs to respond within 30 days to requests.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43040
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Citi lied to me about sending a new credit card, then canceled my current credit card, and locked me out of my citi online account. I can't keep track of my bill, and I can't provide them with a credit card number for my new card. I also haven't received any paper statements from them period. I've received several phone calls from some XXXX company with an XXXX claiming to be Citi. In XXXX I paid them {$400.00} twice, and then received another call XXXX days later from " Citi '' stating that I haven't made any payments since XXXXXXXX XXXX When I call Citi, I'm placed on hold for hours ( seriously ), and offered no explanation as to why Citi closed my credit line ( as I've never EVER missed or been late on a single payment ). I'm assuming they got hacked or something and this is their way of not disclosing this to the public.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08854
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On XX/XX/23, while traveling in Alaska on Vacation, Citibank began declining my purchase transactions. First amount was {$460.00} at XXXX XXXX in XXXX, AK. They messaged me to call them, which I did. I was angry because I provided them a travel notification. We finally got through the verification process, and I was told my card would be unfrozen. Tried the transaction again and it was declined. I tried another card that also would not work and eventually had to pay cash. I called Citibank back and escalated to a supervisor who refused to release my card. I asked for her manager and after a hold was told one would call me back. No such call occurred. Citibank left me stranded in Alaska as far as I am concerned. Come to find out the first woman, without my authorization, activated my new Citibank card. I have no idea where this card is since I was traveling on vacation, and now that I am home still do not have this card. Unacceptable that this happened and they were unable or unwilling to fix the issue. This was the second vacation in row they have done this to me. There will not be a third time. I am a XXXX year customer who will be closing every single credit account Citibank services . I have a great Credit Score and any Bank will take me in XXXX seconds. This is going to impact my credit reports but I will not allow this to continue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01880
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: citi global risk management did a soft credit pull and denied my my right to have a credit card with them. as the equal opportunity ask state no one should be denied credit just because of a living situation or race etc.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95206
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: A number of charges appeared on my credit card that I did not authorize. Citi proactively notified me, but since then it has been a week+ of XXXX. I informed Citi I was traveling abroad BUT did not authorize payments. Citi staff notified me they would mail me a new credit card to my mailing address even though I was not home ; I requested they hold on mailing a new card numerous occasions ( at least XXXX ). The card was mailed and now sits in my mailbox which is unattended. The new card continues to have fraudulent transactions charged to it even though I am in a foreign country. Citi continues to call me and text me to alert me of transactions, however I am unable to speak with Citi as I am locked out of my account until a code can be delivered. I notified the company that the charges processed were fraudulent ( all charges in Massachusetts ) and yet the charges posted- this is a violation of regulation z/e as I had provided the transactions + my account + my name. And now it just drags on closing my accounts when all is said and done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 04103
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A