Date Received: 2023-08-03
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: For some reason, the CFPB prematurely closed the case when this was not concluded business. Your response to my initial complaint is not directly addressing what was asked of you. My complaint does not pertain to my individual Costco Anywhere Visa Card by Citi account ending in XXXX, but rather to the broader relationship between Citibank, N.A., Citibank Credit Card XXXX XXXX ( XXXX ), and XXXX XXXX XXXX XXXX XXXX. As per the latest XXXX prospectus and the Indentured Agreement, there is an established relationship between these entities. The Prospectus Dated XX/XX/XXXX, clearly states that Citibank, N.A., a national banking association, is the sponsor and depositor of the master trust and the issuance trust. It also indicates that XXXX XXXX XXXX XXXX XXXX, a New York banking corporation, is the trustee of the master trust under the pooling and servicing agreement and the trustee under the indenture for the notes. This information can be found under The Master Trust Trustee and The Indenture Trustee sections, and on Pages 11 and 220 of the Prospectus. The inquiry I gave is not related to my personal credit card account or its associated credit reporting. Rather, I am seeking transparency and access to the most recent information regarding the corporate indentured trustee signee for the latest agreement between these entities. This information is not currently up-to-date and is not readily available to the public, which is a concern for investors and noteholders that goes against the Trust Indenture Act 1939. In the most recent 10-K filing dated XX/XX/XXXX, XXXX XXXX and XXXX XXXX are listed as signatories, but not in the capacity of corporate indentured trustee signees, merely as corporate trustees. This lack of clarity leaves investors without a clear communication channel as noteholders and gives the appearance of withholding such information due to a potential conflict of interest to the beneficiaries of the trusts as noteholders in not disclosing this. Your prompt attention to this matter is needed and I look forward to an update soon. The lack of transparency in this matter is concerning and contrary to the principles of fair and open financial markets.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: This issue between XXXX XXXX XXXX, Citibank and myself arose before and was resolved via complaint # XXXX as at the time I provided this bureau with the documentary evidence that supported the fact that XXXX XXXX XXXX was at fault and such I should not have been charged, which said information was forwarded to CitiBank. See attached letter from CitiBank Notwithstanding Citibank has debit my account for the sum {$210.00} on XX/XX/2023 with the notation being '' Debit Card Purchase XX/XX/XXXX # XXXX REVERSE XXXX XXXX XXXX XXXX XXXX '' Further, I paid my internet bill to my provider XXXX on XX/XX/2023 for {$110.00}, Citibank seems to have opened an investigation regarding this payment as they have credited my account for the said {$110.00} with the notation " debit card adjustment ''. Please note I did not ask them to anything of the sort. I am absolutely frustrated with this bank and intend to close my account but before I do so I want you to instruct them to immediately credit my account for the sum of {$210.00} and cancel this " phantom '' inquiry against XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11233
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have been calling Citi Bank many times and for more than 2 months trying to close my Streamlined business checking account. Every time I spoke to a rep and they told me they closed my account and I would get a letter to confirm my account is closed in 5 - 7 business days but it's never closed. I have been spoken to more than 5 different reps and they told me the same thing, the last one I spoke to even gave me his ID number which is XXXX, his name is XXXX. But as of right now, my account is not closed and I am about to be charged for monthly fee again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07002
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I first notified Citicards of a significant overpayment ( electronic bank payment ) on my credit card on XX/XX/XXXX. I have contacted Citicards several times to refund the excess payment ( most recently today, XX/XX/XXXX ). On XX/XX/XXXX, a helpful supervisor told me she would investigate the delay in the refund but would not be able to get back to me for XXXX hours and could not tell me when I might receive the refund. It has already been XXXX business days since I notified Citicards of the refund request, and still do not know when the funds will be refunded to my bank account. My understanding is that under Federal Trade Commission rules a credit card issuer must refund an overpayment within seven business days after they receive a customer request. Thank you for any assistance you can provide in this matter. I also am interested in learning whether my situation is unusual or whether this is a problem that other credit customers have had.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VT
Zip: 05401
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have a Best Buy VISA card with Citi. I need to access my most recent statement in PDF form because my mortgage lender has requested it in advance of closing on a house this week. The XXXX statement closed two weeks ago but it's not available online. When clicking on the " view statement '' link, nothing comes up, just a refresh of the account home page. When clicking on the " statements '' header in the top menu, it pulls up the ability to pull an XXXX file of the transactions, but not the actual statement. I have tried on multiple devices and multiple browsers, with and without cookies, and with all the potential security/privacy features turned off ( i.e., popups allowed, etc. ). It's not a technical problem on my end. I have sent repeated requests to Citi about the problem but they refuse to actually review my question and simply repeat variations of the same basic technical issues ( only use this browser, try logging in and out, etc. ) or other generic information about how it takes 2-3 days after a statement close for it to become available. Literally, over and over, they send these insanely stupid responses that don't show any sense of reading comprehension. It's insulting, infuriating and intensely problematic for securing final approval of my loan. Hopefully my lender 's underwriting department is ok with a screengrab, but this is just nuts and could really hurt other people in similar situations. All I want is my statement, but they have a XXXX website, a XXXX customer support team and no interest in even hearing customer concerns. This company is anti-consumer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98335
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
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: A merchant charged our credit card on XX/XX/23 for {$1000.00}. They never did any services so we started a dispute near the end of that month. Citibank said to look out for something in our email re : this case and we never saw/heard anything until we saw a reversal in favor of the merchant on our credit card statement. Citi said they sent something in the mail - saying the merchant responded and we were supposed to respond back by a certain date. We never received that mail. The merchant just sent over an invoice stating that he charged us {$1000.00}. Based on that they reversed it for some reason ... no valid contract whatsoever, and we never saw any mail from Citi. We called and they re-assured us many times that they will re-open the case since we didn't get the letter and since we were a customer for near 20 years. We told them the company was fraudulent from the beginning of the dispute -- why should we be held accountable for not getting this letter? They could've sent an email, as well - certified mail, etc... mail " DOES '' get lost these days & person in charge in disputes should not have reversed the charged based on just an invoice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60053
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I contacted XXXX to advise them I need a letter of deletion to submit to XXXX due to this being a fraudulent inquiry. They were not helpful in providing that information. I have several other inquires from other lenders as well documented below. I file police report on XX/XX/XXXX to support claims. All fraud began XX/XX/XXXX - XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 722XX
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Citibank has sent repeated checking account invitations to a person who has never lived at my home, XXXX XXXX, whose address is XXXX XXXX XXXX XXXX XXXX, NOT XXXX XXXX, which is MY address. All previous correction attempts have been ignored, & I have no knowledge of this person. The enclosed uploaded documents show incorrect address AND a XXXX search proving his voter registration with XXXX XXXX Immediately correct the issue as I am considering legal action for this harassment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89103
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I contacted XXXX to advise them I need a letter of deletion to submit to XXXX due to this being a fraudulent inquiry. They were not helpful in providing that information. I have several other inquires from other lenders as well documented below. I file police report on XX/XX/XXXX to support claims. All fraud began XX/XX/XXXX - XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 722XX
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Hello. I have a credit card with Citibank -- it's an AA Advantage card. I have used it for years as my primary card spending anywhere from $ XXXX a month to $ XXXX a month. I like the card as it accrues me miles, has a high limit, and great features. In the past, there have been fraud warning that were tripped for various reasons : maybe an item of clothing that seemed weird, maybe a strangely large purchase -- all valid, and while annoying in the moment, all were easy to avoid. They would send me a text message asking if it was a valid purchase, I would type Y into the chat, and it would be approved. Easy, no fuss. 3 weeks ago, the night before I was heading to fly to XXXX on a 2 week vacation, I tried purchasing a XXXX pass for the country of XXXX. During the 2 step verification process I fumbled the 2FA on my keypad, and messed up a few times : I am human afterall, and mistakes happen. The fraud protection got tripped, and my card stopped working. But what started was a bizarre next 3 weeks. That night I tried calling to clear the fraud warning, but the call was odd. The fact I had to call was odd too -- no emails or texts this time. I called, I knew my security answer, and yet, they were asking me my phone number. Not only that, they were asking me to add a second phone number -- a second cell phone number specifically -- to verify me. Who has 2 cell phones? No matter what I did I could not get them to verify me : I had every verifiable piece of information available : security word, previous addresses, social security -- none were good enough. They resorted to sending a physical letter to my home address. This poses as a safety risk -- I was leaving the next day on a 2 week vacation. But what if I were already on vacation? They would have financially stranded me -- I usually only travel with a single credit card when I travel specifically for security purposes. What if that was the card that I brought? Being stranded in a foreign country without a deep financial resource could have been a very, very dangerous proposition. So there is that. Luckily I could change my strategy and took a different card with me. While on my trip, once the authorization letter came, I had a third party take a photo and send it to me so I could verify and get on with it : it was incomplete with the top of the letter cut off, so when I called back, I only had the 4 digit verification code, and not the date stamped on the letter. Because of this, the whole thing was scrapped and had to resend yet another letter, postponing it another week! When I got back from vacation, and had the new letter in hand, I called again to verify -- and this time, they didn't even need the date all the sudden -- just the 4 digit code, even though the last time I had called they said without the date they couldn't enter it in the screen to lift the fraud warning. It makes no sense! So, now, finally with it lifted, I asked to ask for a supervisor to explain it all -- specifically if Citibank, as a company, has XXXX biases to middle eastern companies. That is the only thing I can think of : there is no difference in this fraud warning versus the others in the past. The fraud protection must have some kind of filtering process that treats transactions for non-us -- or possibly middle eastern countries -- as alternative fraud systems. So not only is the fraud verification system fraught with inconsistency, it's also incredibly dangerous for travelers, and quite possibly powered by racist-leaning algorithms.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85251
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A