Date Received: 2023-08-07
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have a balance of approximately {$3000.00}. I have consistently made payments that are not reflected in the account balance. In other words, I have made regular monthly payments however, the account balance never goes down. I have contacted Macy 's customer services and frequently get a representative who barely understands English and have difficulty understanding me or me understanding them. This has been extremely frustrating and disappointing. There are also items that I have reported to Macy 's as fraudulent but, they have not been removed. I closed this account over a year ago and have consistently made payments and the account balance barely moves and I have paid several thousands of dollars. The reason that I have continued to make payments is out of fear of receiving a bad credit rating.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48227
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/2023 I mailed an endorsed bill, Power of attorney, Federal reserve act 16, and instructionals ( claim of credits ) indicating to apply the principals balance to the principal 's account for each and every billing cycle for set-off. I also instructed the CFO XXXX XXXX XXXX to communicate in writing within 5 business days once instructions are completed. If instructions are not completed, I instructed the CFO XXXX XXXX XXXX to respond in writing within 5 business days giving a reason for non-performance of fiduciary duties. If no communication is made within 5 business days I can assume that instructions have been completed.They received letter on XX/XX/2023. ( tracking # XXXX ) Never got any response. On XX/XX/2023 I mailed another endorsed bill, federal reserve act XXXX ( XXXX XXXX XXXX ) and instructionals ( opportunity to cure ) stating the same thing as the first packet that I mailed. They received on XX/XX/2023 ( tracking # XXXX ). Still got no response on the issue or that it has been complete. On XX/XX/2023 I mailed another endorsed bill, Federal reserve act 16, 29, and the same instructionals as above. ( Notice of Default ) They received packet on XX/XX/2023. ( tracking # XXXX ) Still no response and still have not credited my account. I have sent 3 letter to Home depot, the letter i received from Citi indicates that they never received anything but Home depot is Citi groups affliated party meaning they should have sent it to Citi group the moment they received the first letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29673
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On XX/XX/2023, I got three emails saying my XXXX XXXX XXXX online account was changed by someone else. I couldn't log in and went to the bank the next day to reset my credentials, but they were stolen again. After another reset, I downloaded XXXX and found malicious credit accounts in my name. XXXX showed more unauthorized accounts. I think my SSN and ID were taken. My XXXX was hacked, losing {$300.00} to scammers. They kept making unauthorized transactions. I deactivated my XXXX XXXX XXXX cards. I reported it to Identifytheft.gov and the report record is attached here.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11355
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
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 at 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. If my funds are not returned to my bank account by XX/XX/2023, I will move further with the legal counsel I was forced to obtain today to rectify this situation.
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: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Citibank acknowledged after 4 months that I was a victim of Identity Theft but only credited my checking account half of the funds ( $ XXXX {$5000.00} ) that were fraudulently withdrawn. I have filed a XXXX appeal with their Citi XXXX XXXX XXXX ( Citi Reference Number : XXXX ) only to be told that my appeal has been denied to have the remaining {$2500.00} credited back to my account. The special investigator assigned is XXXX ( XXXX Ext # XXXX ) who I found to be very rude and completely unsympathetic to my situation. I have left him several messages but he never returns my phone calls. I am at my wits end trying to get the remaining funds credited back to my account. I am a XXXX living on a fixed income and being out all of these funds has created a significant financial hardship. I am calling upon the Consumer Financial Protection Bureau to intervene in this matter to facilitate the respective funds to be credited back to my account by Citibank. I can be reached at ( XXXX ) XXXX and welcome the opportunity to discuss this matter in greater detail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10314
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Tuesday, XXXX XXXX, I deposited a personal check for {$20000.00} with a teller at CITIBANK that my mother gave me from her joint checking account that belongs to her and my step father. On Friday, XXXX XXXX, I went into my bank app on my cell phone to check to see how much of the check had cleared. I could not get into my account so I called the bank. They told me I had to call the fraud department as my account was being closed. I immediately called the fraud department number and they told me the check had been flagged as fraud. I asked why and all they would tell me was that they had to get in touch with the person who wrote the check, I said I would have to call my mother as my step father has XXXX and does not speak XXXX. They told me they would speak to my mother. They told me to have them call the fraud department so I did that. When my mother called they told her they could not speak to her and for them to go to the bank and have the bank call them. On XXXX or XXXX, XX/XX/XXXX XXXX XXXX, XXXX, they did that. They went to XXXX XXXX XXXX whereas a person from the bank called the fraud department and thought she had straightened everything out. She told them the check was good and even where the money had originally come from. I didn't hear anything back from CITIBANK so I thought everything was done but decided to call just to make sure. They told me no one had called them from the bank and they still had to speak to my step father. My sister got his cell phone, charged it, and gave me the number for them to call him. I called the fraud department and they told me that they don't do that. They can't just call any number. This has been the situation since day one. One person tells me one thing, another person tells me something else and I cant just speak or work with one person. I have personally gone to CITIBANK twice, they don't help. I have personally gone to XXXX XXXX XXXX twice. They have tried and are still trying. They finally told me they filed a Hold Harmless Claim on XX/XX/2023, almost 2 months after this whole thing started, even though I had told XXXX XXXX XXXX that CITIBANK told me to tell them to file the claim back in XX/XX/2023, and them telling me on two separate occasions that they had filed the claim back in XXXXXXXX XXXX, but neither bank will tell me anything else. I live in a different state than my mom and have gone 2 times to XXXX XXXXXXXX XXXX to try and get this resolved but they say that CITIBANK wont work with them. When this problem started, XXXX XXXX XXXX said CITIBANK should have called them to verify the check before they put a hold on it and they never did that. They never even called me to say there was a problem. XXXX XXXX XXXX said they have never seen a situation where one bank wont work with the other. I have called both banks over and over and the money is still being held by CITIBANK. They will not release the funds back into my mother and step father 's account and XXXX XXXXXXXX XXXX doesn't know why they wont put the money back. Citibank had since closed my account but still has the {$20000.00} on hold. I don't know what to do. Neither bank will tell me anything. All CITIBANK tells me is that XXXX XXXXXXXX XXXX hasn't filed anything. They also told me to get a claim # from XXXX XXXX XXXX for the Hold Harmless Claim but every time I call XXXX XXXX XXXX they don't have one to give me. I called them today, XXXX and still nothing. A manager at XXXX XXXXXXXX XXXX told me to file a complaint with your company to see if anyone can help cause I don't know what else to do. Please help. My mother is elderly and this money is all she has left. Thank you for reading this and I hope you can help.
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: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I made a promotional purchase on XX/XX/XXXX of {$1000.00} from Best Buy using the Citibank card. Since that purchase, I have made payments totaling more than enough to clear my promotional balance by the XX/XX/XXXX due date. When reviewing my statement, I see Citibank still shows me owing a balance on my promotional purchase. I called and requested my payments be reallocated to correctly reflect and pay off the promotional balance to keep me from being charged over {$250.00} in interests. I was told by Citi that I had to call after each payment and ask that my payments be reallocated. That's a ridiculous request. I made all payments online which should indicate to them I have no time to sit on the phone to make such a request. Additionally, Citibank provides no option when making an online payment to request allocation to the promotional balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 354XX
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I opened an account with Macy 's in XXXX XXXX paid my first bill in XXXX. Began receiving bills for 'charges. '' No one in their customer service could explain why. I cancelled my card the next month. Bills kept coming, repeated calls to me to ask for payment. Multiple calls over the next several months. I did not want to damage my credit rating, so paid what I thought was the total for " fees '' and now I am getting bills for interest and purchases.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 932XX
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: There appears to be some sort of software glitch when attempting to register for online access. Before completing the process the system assigns a random user name. Then, the system will not allow access to the account using that user name. Today I attempted using the chat service online to resolve the issue. The person identified as " XXXX '' kept disappearing. He didn't even ask what I wanted. He just told me to fill out a form. Which I did. Then, he disappeared for about 5 minutes. I was asked to verify my phone number. Then he said he could not use that number to verify my information. He said I'd need to call. So I called and spoke to one person and they said I'd need to speak with someone else. When that person came on I could barely hear them, as they appeared to have their mouth too close to the microphone. This person said that they were unable to verify my phone information. He then said he needed to end the call and call me back. Then they never called back. I called to speak with another person. That person claimed that the person I spoke to before him should have told me that they needed to send me a letter in order to enable me to have online access. Which didn't make any sense. I hung up and called back and asked to speak with a supervisor. This supervisor, who said his name was " XXXX '' was extremely rude. Claiming that I interrupted him after asking him a question and didn't let him explain. It's true I may have interrupted because i may have thought of something else to say. But, it was the condescending way he put it. Talking to me as if it was some sort of joke to him. His attitude was very unprofessional. He treated the entire phone call as if it were a prank. At one point, in response to his flippant attitude I asked him " is there how you talk to your customers ''? His response was to sarcastically say " are you my customer ''? Which was his way of confirming it is the way he talks to his customers. He refused to give me any information regarding his supervisor. Saying he didn't know. The only information I was able to get was his name ( XXXX ). He claimed he worked in Florida. The entire phone representative staff treats it all like they are pulling pranks on the people that call. Worst customer service experiences I've ever had.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 950XX
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have unauthorized and unverified inquires on my XXXX credit file. They are as follows 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 Each application was for pre-approval soft pulls and I didn't authorize hard pulls. I contacted each institution to ask why they pulled my credit, they responded that the applications were no longer in there system because it was more than 30 days from applications.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12203
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A