Date Received: 2023-08-07
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I had an inactive Citi American XXXX XXXX XXXX- which I have no activity on but have had since XX/XX/XXXX with no late payments. My credit report alerted yesterday that CITICARDS CBNA flagged my account as 90 days past due with a balance of {$170.00} and a " past due amount '' of {$82.00}. I had been getting robocalls claiming to be Citibank, but when I logged into my online portal it showed that I had one XXXX XXXX and the balance was {$0.00}. I disregarded the robocalls since there has been an increase in fraudulent calls recently. Today, XX/XX/XXXX, when I saw the credit notification I called Citibank using the number provided and was told that I could not see the account because it has been closed, but Citi had charged the membership fee to the card and I have been accruing interest and penalties. If I wanted it to stop then I could pay over the phone. I explained the situation, said I could not see anything ( even the account ) and told them it had been inactive for a long period of time. I was told that I had opted for paperless notifications at some point so I wouldn't have received any indication of the issues. As a result of this membership fee, interest accrual, and penalties on this previously inactive and now closed account, my XXXX score decreased by XXXX points. This feels incredibly predatory. I requested to speak to someone within the company to escalate the situation or to submit a complaint and did not get escalated or transferred to anyone else. Instead, I was just told the only thing I could do would be to pay the balance owed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92646
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 received alerts notifying me that there has been a data breach with a government entity that has my PI stored in their systems. I was urged to take action by reviewing all of my information to make sure there are no changes or anything unrecognizable on my accounts. I was also urged to change my information. This has happened twice already and when I reported the issue the first time after noticing some changes on my credit report, the issue had not been fixed. I tried placing a lock on my credit report but I discontinued with the payments which they then discontinued the service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60406
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: Closing an account
Subissue: Company closed your account
Consumer Complaint: I opened the account in XXXX, ( Acct # XXXX and savings # XXXX ) I funded it through direct deposit from my XXXX XXXX XXXX. I made XXXX XXXX payments to my new landlord on XXXX and XXXX for {$500.00} and {$600.00}. I woke up on XXXX and my account was blocked and set to be closed in XXXX days. There was no notice, no warning, nothing and they won't allow me to retrieve my money. I spoke with numerous people on XXXX and XXXX they all refused to help me and hung up on me. So I reached out to the Executive Response Unit for help. They took my information and gave me a reference number : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95834
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: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Yes, on or about XX/XX/XXXX, I had visited our local Best-Buy Store and had attempted to use my Best-Buy credit-card which wasn't working, which had prompted an immediate concern and embarrassment, which multiple attempts were made to either swipe or use the card. That further I was wearing my Veteran 's cap, which was yet another insult or slap in the face to us Veterans. This had prompted such a concern if my last payment had been received..., which Customer Service that we had called after using alternate tender to make our purchase had indicated ( plus automated system ) that the payment was received timely on XX/XX/XXXX, however that there was a " hold on the account '', due to the amount of the payment. i.e. that we were being penalized for paying the account off, etc. which said account has never had an NSF and were operating within the credit limit issued and open since XXXX. This creditor 's actions ( Citibank, NA ) were egregious and appearing of discriminatory as the hold placed was unsubstantiated and appears that this lender was placing us in a " pool '' of other customers?!?! Thus we were greatly inconvenienced and were left scrambling for answers following these events, that they didn't even advise us that there was or would be any hold. Wherefore, we're seeking reimbursement for the amount of our purchase that we were forced to use alternate tender for in the amount of {$55.00} which was and is a nominal customary purchase per our account with this lender.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 254XX
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: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/23 I tried to activate my new credit card with Citi bank and they told me they cant help me due to them having to send a verification letter in the mail? But they were able to activate my card with sending a verification code through text? The supervisor couldnt even help me to understand as to why this is even a thing and I asked her if this was for all new accounts ( not even asking for information about my account ) and they told me they cant help me due to me not having said letter with the code. The customer service sucks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 377XX
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: Sent card you never applied for
Consumer Complaint: I have had a credit card with Citi Bank for 3 to 5 years now. About 3 or 4 weeks ago I received a non-discript credit card in the mail from Citi Bank that WAS NOT the current card that I used. I did not submit a request for a card, I did not fill out an application for a card, I did not want another card. My credit score around that time was XXXX. I did not activate the card, there was no explanation as to why I had the card, and I didn't want it if it was a new card. On Friday XX/XX/XXXX I received the following : To activate your Citi credit card txt the last 4 digits of your card within XXXX. Txt HELP for info, reply STOP to opt out. Msg & Data Rates May Apply Afraid that my account was going to be closed I texted the number, shredded my current card thinking this was a replacement, and started using the new card. I now have 2! Credit cards through Citi Bank because they created a new account without my consent and tricked me into opening it via text message. I just called them today and attempted to get clarification. The woman on the phone was very hard to understand, had a very bad connection, and sounded like she was talking to me through a tunnel. When I asked her if my old Double Cash account was being closed she said " it depends on you and how you use the account. '' Not a straight answer but it does tell me that this account is not slated for closure. She also informed me that I had set up a security code which I had not. When I told her that I wanted the new account closed she told me that if I did that my current charges would not process. This was a VERY unhelpful phone conversation that wasted a LOT of my time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43230
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: On Wednesday XX/XX/XXXX, I was trying to make an online ACH transfer from my Citibank savings account into my credit union checking account. The Citibank software would not allow me to complete the transaction. They said the account wasn't linked, but it was the same account that I had used to fund the Citibank account in the first place. Citibank has the worst software for a financial institution that I have ever used. After speaking with several representatives and being on the phone for over an hour, Citibank required me to have an ATM card with a pin to complete the transaction. They said they would overnight a new card and pin. I was also told to do a wire transfer instead of an ACH transfer when the ATM and Pin arrived. I was expecting both to be delivered the same day. No such luck. On Friday XX/XX/XXXX, I received the ATM card and had to wait until Monday XX/XX/2023 to receive the pin. When I received the pin, I immediately went online and tried to activate the card to complete the transaction. I entered the ATM and pin and it would still not let me enter my account. I tried several times and then I called customer service and was on the line for 1hr and 46 minutes. The account was finally unlocked and I initiated the wire transfer to the original checking account that the money was deposited from. I used my wife 's name as she is the primary owner of the account. I was then sent to the fraud center, because I was told my wire transfer was on hold for 48 hours and then 48 business hours and then 48 hours again. They couldn't read the script correctly and I still don't know what the correct answer is. When I answered all of their questions concerning the fraud and the security questions correctly, they still said that the funds were on hold. I asked for the reason and they said it was a new beneficiary ( again note it was the same account that I used to open the Citibank account in the first place ). This is not a reason to hold my funds from me. I answered all their questions, had the latest ATM card and pin number that should without a doubt prove that I am the lawful owner of the account. I believe the call center was vindictive towards me and would not release the funds. The customer service line was useless and frustrating to say the least. These funds were needed for a timely reason and now this in jeopardy. I allege the Citibank used unfair and deceptive means to keep my lawful funds from my possession even after successfully speaking with their fraud prevention center. The final customer service supervisor I spoke with was XXXX, the rudest of all and wanted to hang up on me but couldn't until I allowed him to. He also placed me on hold to see if I would hang up. The Citibank document number I was given was Document # XXXX. I don't know if this exists, but I am filing an official complaint against Citibank. I waited 120 hours and then I was told I would have to wait another 48 hours or 48 business hours before granting me access to my money. They have prevented me from accessing my money. The lost of interest on my account, the interest that Citibank made by holding my funds and the missed opportunity was costly. I will never do business with Citibank again and recommend no one else do business with them. Please inform me of my next steps, how to prevent Citibank from using these practices against other customers and any legal options that I have to pursue damages against Citibank and their call center for willfully withholding my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48329
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
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 card has agreed to reverse a fraudulent charge of {$290.00} on XX/XX/XXXX ( see attached Citi letter ) but has not issued a credit to the account yet to date. Since XX/XX/2023, the charge has been shown as deliquent and the credit card company charged late fees twice. To resolve the issue, we called the credit card company numerous times but each service rep who answered transferred us to another rep many times without getting it resolved, ending up spending almost an hour each time we called.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45242
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-06
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: On XX/XX/XXXX I was on the XXXX XXXX website. I went to purchase a seat upgrade. An advertisement to sign up for the XXXX XXXX Citi AAdvantage card popped up. The advertisement stated I would receive a {$400.00} statement credit when using the card for travel purchases. It also stated that I would be receiving XXXX reward miles after spending XXXX amount of dollars, I applied for the card and did receive the {$400.00} statement credit. I did not receive XXXX bonus miles. I received XXXX bonus miles. I never received any disclosures regarding the credit card or any information regarding the promotional offers. I called Citibank for help. I was told by one representative that they would give me XXXX bonus miles in lieu of the missing miles that I was inquiring about because there was no such offer but as a courtesy they would give me XXXX bonus miles. I did not accept that offer and asked to be transferred to a supervisor. the representative stated that a supervisor would tell me the same thing and would not honor the additional XXXX bonus miles unless I had proof that I was supposed to receive a total of XXXX bonus miles. I opted to still speak with a supervisor, and I was transferred. The supervisor ultimately offered me XXXX bonus miles and seemed to be very frustrated with me and my persistency to get my additional XXXX bonus miles. He stated that if I do not have proof that I was supposed to receive XXXX bonus XXXX then theres nothing he or anyone can do for me. He told me that I had one last chance to accept his XXXX bonus miles and I refused and asked to open a case which she offered in the event I did not except his XXXX bonus mile offer. He stated to me that I would be receiving an email within 24 to 48 hours of the case being opened. The case was opened XX/XX/XXXX from what I recall. I called Citi on Wednesday XX/XX/XXXX to inquire about the case. The representative stated that I should be receiving an email by end of day Wednesday, XX/XX/XXXX as per the notes in her system. I was told to check my spam in the event I did not see the email. I have yet to receive any email from Citi in my inbox or in my spam. When I initially signed up for this credit card which I was solicited on the XXXX XXXX website, I never received any disclosure regarding the bonus miles or the {$400.00} statement credit when I use the card for travel purchases. I did not receive any disclosures regarding the promotional offer. I asked all representatives for that information and the information of the bonus miles for the card and which I applied for, and none of the representatives offered to send search disclosures. I am requesting that I receive the offer that I saw when I applied for the credit card. I am also requesting that Citi be required to send such disclosures when other consumers apply for any of their cards on any site that offers their branded card. I am missing XXXX bonus miles and I would like my bonus miles. I would also like my disclosures with the promotional offer I signed up for that I, as a consumer, have a right to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93552
Submitted Via: Web
Date Sent: 2023-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-06
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I ordered a couch and ottoman from Wayfair in XX/XX/2021. I got a Wayfair credit card only because of their 0 % interest promotion ( which they're still advertising https : /XXXX ). I set my account on autopay, which has been in place since the beginning. When I logged in to pay off the balance before the XXXX year XXXX interest period ended, I realized they never applied the 0 % interest promotion to my account at all. They had been charging me over 30 % interest the whole time. I called to have them fix their error and they said because I didn't alert them within 60 days, there's nothing they can do. First of all, it's THEIR error, not mine. Therefore, their responsibility to catch, not mine. In fact, I don't believe it was an error at all. I think they do this as common practice to everyone who gets a credit card from them and unless the customer catches the interest charge, they do not apply the promotion.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92618
Submitted Via: Web
Date Sent: 2023-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A