Date Received: 2023-07-31
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XXXX ) I opened a 1-year CD for {$5000.00} at 2.75 % interest online with CitiBank on XX/XX/XXXX. The CD was issued with number XXXX. XXXX ) On XX/XX/XXXX I called CitiBank to close the CD early and was told is would be assessed a penalty of {$28.00} leaving a balance of {$5000.00}, and I would receive a check in 10-14 days. XXXX ) After receiving my mail on the fourteenth day, I called CitiBank at XXXX and was told it could take 15 business days, and they would reissue the check if it was not received by XX/XX/XXXX. XXXX ) On XX/XX/XXXXXXXX, I called CitiBank again and finally talked to a supervisor named XXXX or XXXX, who said they were reissuing the check and he would attempt to get it expedited if possible -- was given a reference number of XXXX. XXXX ) Today, XX/XX/XXXXXXXX after waiting another fifteen business days and not receiving a check, I called CitiBank, and XXXX checked to learn that whoever requested the second check did it incorrectly, so he would need to cancel that check and reissue it again! I insisted that they should either send the money via an electronic transfer or mail it overnight, but he said their procedures do not permit that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Citibank Credit Card - I had both a Flex Pay ( fixed monthly payment and fixed interest rate due to be paid off in XX/XX/2023 ) and a deferred interest balance amount on my credit card. The deferred interest of {$0.00} interest plan was due to expire on XX/XX/2023 if not paid in full. On XX/XX/XXXX, the payment due date, I made a payment online and choose the payment amount option : " Adjusted New Balance + Flex Plan monthly payment - includes monthly Flex Plan payment amount and the non-flex plan portion of your last statement balance, it does not include Flex Plan payments due in future months ''. I paid the balance transfer amount in full listed on my statement as " Adjusted New Balance '' and the Flex Payment amount. Per the payment allocation regulation of 1026.53 ( b ), the payment should've been allocated to pay off the deferred interest balance transfer in full and the amount due for one monthly Flex payment. It was not allocated in this manor. The total was applied and paid off the balance of the Flex Payment plan which had an interest rate of 8.99 % and left a balance on the deferred interest balance. I have spoken to two different CITI customer service agents, one being a " manager '' named XXXX on XX/XX/2023 and yet the payment allocation was not and has not been corrected. On my next statement of XX/XX/2023, the standard purchase rate was increased by 2 % to 24.99 %, the flex pay interest rate from 8.99 % to 24.99 %, and an increase to the Balance Transfer rate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 540XX
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: On XX/XX/2023 and XX/XX/2023 I got a notification on my email saying that I had a three new inquiries added to my credit report which are : inquiry 1.XXXX XXXX XXXX ( XX/XX/2023 ) Inquiry 2.XXXX XXXX XXXX ( XX/XX/2023 ) Inquiry 3. XXXX ( XX/XX/2023 ) reported on my trans Union credit report only I then proceeded to call XXXX about this inquiry reported on my credit score but I was told they are not able to do nothing about that so I called the banks which the inquiries reported from and i didn't get the helped I needed. 1.15 U.S.C 1681 section 602 A. States I have the right to privacy. 2. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12180
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I was given a number of checks buy an individual who asked me to cash them because she did not have a bank account. After receiving several checks that were returned for insufficient funds, I realized I was a potential victim of a scam. I decided the only way to protect myself from her submitting another check, and possibly having it paid, was to withdraw all monies from that account ( savings account ending in XXXX ) and block that account, all of which I did. Not withstanding my efforts, when the last check for {$10000.00} was deposited rather than just returning it to the maker, or at least notifying me before paying it, Citibank paid the {$10000.00} notwithstanding the fact that account had no money on deposit and I had blocked it. As you can see in the attached screenshots of the accounts the notation in account ending in XXXX, i.e., transfer to OD account, Citibank paid the {$9900.00} out of that account claiming it had the authority to withdraw those monies from my other accounts if there were insufficient funds in the account which the check was presented. This ignores the fact that my Citibank accounts are not linked and have never been linked. Citibank took it upon themselves, and despite all the protections I had put in place, paid the {$9900.00} from savings account ending in XXXX ) as a transfer to OD account. That contradicted what Citibank initially said that there were monies in the savings account ending XXXX again at the time of check was presented. Not only was there no money in that account but I had blocked that account. Citibank has given several excuses why this happened. It is difficult for me to give exact information about the chronology because Citibank refuses to allow me to reopen the account I blocked ( saving account ending in XXXX ) and or give me any information about when the check was cashed. The first excuse was that Citibank paid the check because I had not withdrawn the monies before the check was presented. That is clearly untrue since I had withdrawn all monies from that account well before the date the check was presented. The next excuse was even bolder. Citibank took the position it was authorized to withdraw monies from a different account if there were insufficient funds in the account where the check was presented. This is blatantly false since to do so would require that I had linked my accounts. In the 40 years I have been a customer of the bank my accounts have never been linked and are still not linked with the exception of a checking plus line of credit account to protect against overdrafts in my checking account ending in XXXX. That account, however, was also by me closed years ago. I spoke with numerous Citibank employees, and they all repeat the same untruths. The first - that there was there was money in saving account ending in XXXX - is ridiculous because if there was money in that account, the bank would not have had to take the money out of my savings account ending in XXXX I find this all very strange. One of the first Citibank employees I spoke with agreed that the overdraft should not have been funded from any of my other Citibank accounts since none of my accounts are linked, but changed his story once more senior bankers got involved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10028
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
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: Hello, This complaint is in regards to Citi 's refusal to open a dispute on a charge posted by XXXX XXXX XXXX XXXX for {$1600.00}. Attached is Citi 's resolution letter. Citi has stated in its resolution letter " After a review of your dispute, we determined that we are unable to assist you because you received the services for which you contracted. Any further attempts to resolve this dispute will need to be directed toward the merchant. We now consider our investigation complete '' Dispute Date : XX/XX/XXXX Transaction Date : XX/XX/XXXX Transaction Amount : {$1600.00} Merchant : XXXX XXXX XXXX XXXX Citi Dispute Case ID : XXXX This charge was for a reservation at Best Western Premier Hotel Royal Santina between XX/XX/XXXX - XX/XX/XXXX. The hotel did not provide services per contract / reservation. I have contacted Citi multiple times requesting to reopen this dispute as I believe that they have incorrectly closed it without conducting a full investigation. I called Citi on XX/XX/XXXX and XX/XX/XXXX. During the XX/XX/XXXX call, a disputes resolution XXXX said they will place a request to reopen the case. The case remained closed. On XX/XX/XXXX, another disputes resolution XXXX said the very same thing. The case continues to remain closed to date. I emailed Citi on XX/XX/XXXX and have not received a response. I believe that Citi has incorrectly closed the case without conducting a proper investigation. Since they remain unresponsive, I would like to ask CFPB 's help in resolving this matter. Thank you XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60607
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I reported a fraud activity to my bank CitiBank about cheques, which were deposited into my account that I knew nothing about. My stolen deposit card was used for purchases and money transferred from my account. When I reported this, the bank decided to close my account upon investigation. A few weeks later I received a statement saying my account balance is XXXX. Then a few days later another letter saying the cheques have been returned and my account was negative {$15000.00}. A couple of day later my account was closed. Any attempt to open a new account has failed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10453
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Checking account was opened on XX/XX/XXXX with a promotional code that I confirmed was attached to the account. The terms are laid out here https : XXXX The requirement of {$1000.00} in enhanced direct deposits was completed XX/XX/XXXX. The requirement of {$1000.00} in debit card purchased as completed on XX/XX/XXXX. The terms state XXXX XXXX miles will be deposited within 30 days of completing the requirements, which would have been XX/XX/XXXX. It is now XX/XX/XXXX and the miles have not posted.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 64151
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
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: Hello, on XX/XX/XXXX, I submitted four disputes ( all from the same transaction and vendor ) to Citi Credit Cards ( " Citi '' ) because the service provided by the vendor was not performed as agreed. In short, on XX/XX/XXXX, I hired XXXX XXXX XXXX ( " XXXX '' ) to replace a standing bathroom shower along with some other plumbing work, and within a month of job completion, the newly installed shower began to fall apart. Multiple attempts to contact XXXX for a resolution were made from XXXX XX/XX/XXXX, without success. As such, a dispute was opened with Citi on XX/XX/XXXX. On XX/XX/XXXX, I received Citi 's instructions to provide additional details regarding the dispute. See attachment named " Citi Instructions signed ''. I provided Citi with the following on XX/XX/XXXX via email. Note that all communication/documents are attached here as well with the name of each documents in parenthesis below : 1- Signed Billing Dispute letter ( Citi Instructions signed ) 2- Letter explaining the specific details for the transaction and claim ( Dispute Letter ) 3-Original merchant invoice/disputed transaction ( XXXX XXXX Invoice Dispute ) 4- Communication attempts made to resolve the issue ( XX/XX/XXXX Text ) 5- Estimate/Invoice from new vendor corroborating that the work performed was poorly done and needs to be corrected ( XXXX XXXX Estimate ) 6- Pictures ( in pdf ) showing the poor quality of the work performed ( Pictures ) XX/XX/XXXX Citi emailed me the following communication : I am a Billing Dispute representative at CITI. We are investigating your disputed charges you opened on XXXX with XXXX XXXX XXXX XXXX NJ : that posted to your XXXX account ending XXXX in the amounts of {$370.00}, {$400.00}, {$2200.00} and {$2400.00}. To investigate further we need additional information and documentation. Please provide a timeline of events, including the first and last dates that the merchant was on your property for the installation, and the dates that you contacted the merchant for your request for credit. Because it appears that you are disputing the work that the merchant completed, you must provide documentation to support that it was not completed correctly. This may include obtaining a second merchants opinion. The second opinion must be a direct comparison to the sales contract provided by the merchant and the work completed. It must explain line-by-line what the first merchant did not finish, or complete correctly. Have a business card attached to your second merchants opinion. Lastly, please indicate the date that you advised the merchant to come pick up any materials that you received, and the merchants response to your request. Please be as detailed as possible and include specific dates and timeframes in your dispute explanation. When providing supporting documentation, please do not send photographs or smart phone pictures, as they are not compatible with our system. Our fax number is XXXX and our email address is XXXX. Awaiting your response. We appreciate this opportunity to be of service. Merchant Acquirer Please Note : the attached email came through the Citibank secured email environment from the customer and was forwarded to the Citibank dispute area from our Customer Service Unit. Billing Dispute Unit, XXXX XX/XX/XXXX I emailed a response pointing to my initial email from XX/XX/XXXX, and forwarded all documents numbered above ( 1-6 ), as I believed everything asked for was already furnished on that communication. XX/XX/XXXX Citi responds stating that the dispute is closed because " we understand that you hired another merchant to complete the work, as the merchandise installed by the merchant can not be made available for return in the condition it was received. As a result, we have closed our investigation. '' See attachment named Citi Response XXXX. XX/XX/XXXX, I responded to Citi with the following email : Good afternoon, I received attached letter stating that my dispute was closed because I " hired another merchant to complete the work '' I kindly ask for clarification as I have not hired another merchant to complete/fix the work performed by XXXX XXXX . I obtained a quote from a separate merchant, which corroborates my claim that the work performed by XXXX XXXX was not done properly, and needs to be re-done. However, at this time, the work has not been completed/fixed. Please feel free to contact me via email or phone. Thank you for your time, Note that I did not receive a response back from Citi. On XX/XX/XXXX, I called Citi 's dispute department to inquire once more and attempt to either clarify or understand why Citi though that I had hired another vendor. The rep instructed me to sign the response letter from Citi dated XXXX, and email it back to the dispute team with the explanation that I had not hired another merchant ( note that I had already emailed the dispute team with this info on XX/XX/XXXX ). The rep also pointed out that on Citi 's original information request from XX/XX/XXXX, Citi failed to inform me that there was a separate dispute ID for each transaction, and this could have caused the information sent XX/XX/XXXX to be applied to only one disputed transaction. I did as instructed and both emailed and faxed Citi all documentation from XX/XX/XXXX, explained that I had NOT hired another vendor, simply obtained a quote as proof that the work performed by XXXX was poorly done, and asked for the disputes to be re-opened. This was all done XX/XX/XXXX. XX/XX/XXXX, I received communication from Citi stating that the disputes were closed because too much time had passed since the transaction and now they could not be disputed. See attachment named Citi Response XXXX. I immediately called Citi indicating that these transactions were disputed on XX/XX/XXXX, and that if the transactions were past the dispute timeframe, the disputes would not have been opened and under investigation for the past few months. The rep informed me that a " referral '' was placed to re-open and investigate the disputes, along with re-instating conditional credit, which at this point, was reversed by Citi. XXXX XXXX No response from Citi on the continuation of the disputes or applying the conditional credit. Again, I called, again a " referral '' was placed to investigate. Note that each rep indicated that I should have received a response within 4-6 business days. XXXX XXXX I had not heard back from Citi . I called again, the rep insisted that he would place a referral and that nothing else could be done, and there was no one higher that I could speak to regarding the matter. As you can imagine, at this point I was quite frustrated with these interactions, as I think any reasonable person would be. This rep again tried to tell me that the transactions were " too old '' to dispute, I of course, corrected him. This rep was also able to confirm a key piece of information that I found troubling- Through this dispute process, since XX/XX/XXXX, now XX/XX/XXXX, Citi had never contacted the merchant regarding these disputes... I agreed to have the " referral '' placed again. XXXX XXXX I emailed Citi to memorialize my calls from XXXX XXXX and kindly ask that they take my dispute seriously, and complete the investigation. XXXX XXXX Citi responded saying that the disputes were closed because I had hired another merchant to complete the work.. Again, the same reason erroneously given for closing the disputes on XX/XX/XXXX. As you can see, I have complied with everything asked of me from Citi for these disputes to be investigated, and what I found is that ( a ) Citi has not taken my disputes seriously, which is truly an abusive and unfair practice on Citi 's part, or ( b ) they made a mistake somewhere along the dispute process by not contacting the merchant in time, and decided to end this investigation at my peril. Either way, I hope that you can help me find a solution, as this was a large transaction, and having this type of treatment from a banking institution is simply unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20018
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Citibank closed my account and did not give me all the money back. They closed my account because I deposited a check of my friend in my account. She owed me some money and I took the check as a payment of her. Now, Citibank does not want to give the money back and is asking the issuer of the check to ask for my money. How another person will be asking about my banking information? This is a confidentially violation. They can not share my information with more people.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01843
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I am a senior trying to purchase my first home built my credit score up. Citi Bank gave me a Costco Citi Visa Card. On XX/XX/23 they obtained a copy of my XXXX XXXX XXXX and due to increase usage on some of my cards they lowered my limit from {$7100.00} to {$4000.00}. After my card usage was at {$3700.00} I never paid late and always paid 3 times the amounts plus on the amount due. This unauthorized action put my card at over 90 % usage and will damage my fico score by at least XXXX points. See attached documents!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20121
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A