Date Received: 2023-08-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I received an email from Citi Bank, where I am a customer, offering a {$450.00} bonus to me, as a valued cardmember, for opening a Citi Accelerate Savings account and depositing at least {$50000.00}. That same day, I opened the account by clicking on the " Apply Now '' link in the email, where it asked if I was a Citi customer, which clearly I am as they sent the email to me since I was a customer. I then opened the account and submitted the transfer for {$50000.00}. The terms to qualify for the bonus were met in their entirety, which was confirmed via written documentation with 3 different chat representatives and by phone ( XXXX customer service phone number on XX/XX/XXXX at XXXXXXXX XXXX XXXX However, when the last chat representative submitted a complaint unsure of why the bonus was not applied even though it's been 4 months, it was denied because they said my account was not opened in the " Access Account package ''. This is highly misleading as I used the link in their email to apply, and their system directed me to login and apply for the account. I opened the same account, the Accelerate Savings, as they asked for. What difference does it make what package it was, and if it did, why did their system not direct me to the right spot? There was no way for me to know that the account I was opening would not qualify for the bonus. Further, I provided the invitation code on the email to a chat representative who assured me I would receive the bonus in that account once the money was there for 90 days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-06
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I discovered my minor child made almost {$9000.00} in purchases using my credit card. This was the beginning of XXXX. I filed a dispute. I spoke with a rep several weeks later to provide more details. I received a letter in the mail today stating that I am responsible for my child 's charges. My child is not an authorized user on the account and I absolutely did not approve of any of the charges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 39047
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: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Since at least XX/XX/XXXX my account has been locked to usage and I have been unable to get them to unlock my account by the numerous calls and messages I have sent them. They keep forwarding me to call centers outside of the United States and no one seems to understand the English language! I have had this account open since XXXX and have had NO issues until recently with is bank and I have had about had it with Citi bank ; I am at my breaking point. They tell me mixed messages about how to go about getting my account unlocked including calling their account security team or that I would receieve a letter in the mail with instructions and a code to get it unlocked to which I have NOT receviced and when I call they keep telling me to wait! It is going into XXXX already and this is completely unacceptable customer service provided to a XXXX year old woman who had remained loyal to this bank for FIFTY THREE years!
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
Date Received: 2023-08-06
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: They told me I called for requesting a promotion I never did it. That's how they charge me two interest in the same bill They never wan na show me the recording. Because they supposed to do recording all the time, we talk to them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93611
Submitted Via: Web
Date Sent: 2023-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On Saturday, XX/XX/XXXX, I received a letter in the mail from Citi Bank credit card services with my account ending in XXXX. The letter indicated that as of XX/XX/XXXX your AutoPay/Recurring Plan for my account was terminated for my CITI Bank Diamond Preferred Credit Card XXXX On Sunday, XX/XX/XXXX at approximately XXXX, I called the Citi Cards telephone number at : XXXX and eventually spoke to customer services representative : XXXX XXXX I explained to XXXX the letter I received in the mail and asked her to check my account and if there was no more auto pay available how will I pay my credit card bill? XXXX check my account and told me that I was passed due one month because there has been no auto pay. I asked XXXX why wasn't I informed in the month of XXXX instead of XX/XX/XXXX that there wasn't auto pay available. I would have paid my Citi Bank credit card bill on time. XXXX said, " I don't know what's going on ''. There was a problem with the day of the month ''. She then hung the telephone up on me. Citi Bank failed to contact me in a timely manner to let me know they were going to stop taking there automatic payment from my checking account. So they have now made me late and one month behind on making my credit card payment for the month of XX/XX/XXXX. So now because of their mistake I will now have to pay penalty fees and my credit report will reflect that I was one month late because of there mistake. I am requesting the Consumer Financial Protection Bureau to Investigate this matter and find CITI BANK responsible for causing me undue stress having to incur late payments on my credit card statement and screwing up my credit for the month of XXXX and XX/XX/XXXX. This incident was extremely unprofessional and who ever stopped my automatic payments in the moth of XX/XX/XXXX was extremely inept.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92505
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: Citi Card is engaged in fraudulent and deceptive pattern in charging fees and interest -- even after full payment is done way before the due date. While paying on-line, the following statement appears in their payment tab : A. " This is remaining amount owed to satisfy your last statement balance. '' {$41.00} Ex " 3. '' B. The last statement balance was {$63.00}. Ex " 2. '' C : If we do not pay statement balance of {$63.00}, Citi card charges fees and interest. D : When we tried to pay {$63.00}, Citi Card stated : " That payment is too large. You can only pay your current statement balance plus 7.5 % which is {$44.00} '' See Ex " 3. '' C : See Ex " 1 '' for current balance. Citi Card was told about this problem but they ignored everything in past. This is FRAUD ; and done with criminal intent to deceive. A class action suit is needed against Citi Card. We do not want any phone calls from Citi card. They must respond in writing by email. Submitted by XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30067
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-06
Issue: Improper use of your report
Subissue: Received unsolicited financial product or insurance offers after opting out
Consumer Complaint: This phone number that comes up as Citi Home Depot continues to call me at least four times a day leaving me a message in my voicemail for the last month. Their phone number is XXXX. I tried to call them back but they want a account number or my social security number and there was is no way to reach a customer service rep. I would for them to stop calling me cuz I do not have a Home Depot account and there is no way to tell them this so will you please get this stopped for me. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-06
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: On XX/XX/2023, I found an unrecognized transaction in the amount of {$290.00} from XXXX. I filed a dispute with CITI Bank which is the issuer of my credit card. A few weeks later I called to check on the status of the dispute and I was surprised they closed it without notifying me stating they needed additional info that I didn't provide. Before this happened, I'd already spent XXXX min with someone from CITI Bank providing all kinds of info about this. I asked them to reopen the dispute based on that, and they told me they will. I called again to follow up and this time they said the dispute was filed under the wrong category and that we will need to restart the whole process from the beginning, although they were the ones who filed the dispute with me over the phone so it should be their responsibility. A few weeks later after so many calls they said they were going to issue a refund until the investigation is over. On my last call with them, they said that no refund will be issued since it has been 90 days since the unrecognized purchase and that there is nothing they can do about it. I explained to them that I'd already disputed this multiple times before this 90 days frame and that I had a very good level of follow-up with them ( more than XXXX calls ) but they just said we can't do anything about it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: XXXXX
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: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: I am unable to register with some credit report agencies to check my credit score
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 273XX
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: 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: On XX/XX/XXXX XXXX orders from XXXX, the fast food restaurant, my order was then canceled as their own menu on their website had items they weren't serving at the time. Despite them canceling my order, me calling XXXX, who they use to deliver which called both the restaurant who did not answer and corporate who did not answer, and then submitting a request for a refund I was not refunded. I also placed a ticket via their own website asking for a refund and to date have not been refunded. I did not get my items, or anything I paid for, by no fault or choice of my own, and numerous attempts to contact XXXX have seemingly failed. I want my money now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30144
Submitted Via: Web
Date Sent: 2023-08-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A