Date Received: 2024-02-16
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: Around early XXXX 2023, I received calls from Citibank regarding my AT & T Universal XXXX Card, notifying me that my account was past due. I had not used this card in quite a while, so I had not been expecting any charges on this card and had not even been on the Citi card website in at least a year. I had used this card only in prior years only for a gym membership and a XXXX Subscription, which I had cancelled both around the beginning of 2023. The charge was for the XXXX renewal, in which I had previously notified XXXX, I no longer used the computer laptop and would not need this service. I disputed the charge with Citi and on XX/XX/2023 there was a reversal and security credit issued back to my account the {$100.00} bringing my balance back to zero and then {$100.00} back to my account again reversing the security credit back to charge me. This brought about a flurry of late fees etc., again and not used the card or been on my Citi account until another call for late payment from CitXXXX around XXXX. I disputed the charge again and the reversal of Citi charging me back again, stating XXXX should have cancelled any re-enrollment, and I do not have any XXXX service, a new download, or any other service or product from XXXX, because I do not even use the computer, I had it on anymore. Since then, Citi cancelled and reissued my Card, then cancelled card again when I called back the second time because of the reversing my credit charge, and now on a third credit card issued with the charge and fees accumulating. I have literally called at least XXXX times each time my inquiry gets transferred multiple times and they can not find any dispute of charges, when I have them giving me transaction numbers that I dont know if they are even real. Again today, I called and got nowhere. We are talking at least an hour, sometimes a lot longer on the phone every time.. I did finally get the first Update via US Mail dated XX/XX/2024 saying they are looking into the dispute with no information, claim number or anything else. It has my original card number last four numbers ( XXXX ), when the charge originated in XX/XX/XXXX, but I am actually on my third card cause they cancelled the card twice as described earlier. The problem I see is that these folks answering these calls do not understand XXXX well, as I can tell this when I am trying to have a conversation to explain the whole scenario on these charges and my multiple calls regarding this and me being under the impression that it is under review, when it has not. I do not want to ask if they can put someone on the phone that speaks XXXX, but I certainly believe its resulting in this issue not being adequately disputed if at all. I did call XXXX again on XX/XX/XXXX explaining that they did Bill me last XXXX when they should not have since I cancelled the auto enroll. They did say that they did cancel and refund that order, but I have no idea if this gets back to Citi. XXXX did say they see the charge and processed a full refund and stopped any subscription they till erroneously had me signed up for. The new XXXX Case number is Case # XXXX full refund that was for their original charge of {$100.00} that has grown under Citis late fees, etc. I can not even relay this update from XXXX to Citi, I tried call the number I have been given for disputes, they can not see the dispute, then bounced to another group, and have to start from scratch explaining this. My credit is excellent and I would have no problem paying for something if I owed the money. This is so frustrating and surely to my belief that its intentional. I can not even find a local Citi bank or someplace I could walk into to speak with someone. I will surely be cancelling this card altogether, but would like to get this fixed before I do so. I appreciate your attention to this matter and even if I could just get someone a little higher up than the call center representative to speak with and articulate these facts to, Im sure it would get resolved rather quickly. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 03038
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-16
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: XX/XX/scrub>XX/XX/24 overpaid Citibank credit card {$10000.00} XX/XX/24 requested refund of overpayment and was told to process refund online which I did. No additional funds beyond overpayment were requested or processed XX/XX/24 Charged {$470.00} cash advance fee and Citibank customer service says to wait until statement is issued and the fee will be reversed XX/XX/24 Statement issued and Citibank Customer Service refuses to refund the fee XX/XX/24 Supervisor XXXX says she will refund the fee XX/XX/24 Fee remains on statement and Citibank refuses request to refund
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My name is XXXX XXXX, XXXX. This is for my Citi checking account # XXXX. The XXXX : I put XXXX into a Citi checking account and tried to transfer out 2 week later. Citi closed my account without telling me and told me can not tell me why, and that the only way I can get my monet back is to file recalls of he money from funding banks and Citi can not give me the money or send me a check. Whole story : I put in around XXXX in late XX/XX/XXXX. XXXX of it were an ACH transfer from my other bank account, the rest of XXXX is a wire transfer from my husband ( XXXX XXXX ). This money I put into Citi as relationship money to lower my mortgage rate. The mortgage and house was closed on XX/XX/XXXX. And I tried to transfer my money out on XX/XX/XXXX online and it failed. I called Citi to see what is up and they told me the transfer is going through regular verification and will go through once it is done. I checked my account on XX/XX/XXXX and I can not log in. I called Citi bank and they informed me they have closed my account and can not tell me why and will send me a check to my address on file. I told me I am moving today and need to change my address, but they said they can not do that because my account is closed. I called the. banker that helped me open this account -- XXXX XXXX ( XXXX ). He helped me contacted the fraud department who closed my account on XX/XX/XXXX, and we 3 were in a call together. The fraud department guy ( XXXX ) said it is because my funds are not verified so I can not get the money but refused to tell me how I can get the funds verified. XXXX later said I can go to a branch and get the money and XXXX pointed out that he is at the branch and there is no way I can get the money from a branch. In the end of that call, XXXX said I can not get the money from a check and it has to be the funding banks ( XXXX and my husband 's bank ) to recall the money, and he agreed to further check with the backend office and see if they can get my money verified. Immediately after, I called my bank XXXX to recall the XXXX, and they informed me this is not possible as it is a direct ACH transfer into the Citi account that happened 2 weeks ago and Citi has the money not them. On XX/XX/XXXX, XXXX from fraud department called me back and said the backend office can not verify my funds and said I had to go to the funding banks to recall the funds, and Citi will not send a check to me. I told him that I have contacted the funding banks and they said it is not possible. XXXX said he will ask the backend office again and see if there is another way.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98103
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-16
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: In their terms and conditions, they state that after 12 months of perfect on time payments, I will get my security deposit back and my card will then be turned in to an unsecured line of credit. It has almost been 5 years since I have opened the card. They refuse to give me my security deposit back, even though I have a perfect payment history. I never have missed a payment. Every time I call them to get answers, I get none.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 13760
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-16
Issue: Other transaction problem
Subissue:
Consumer Complaint: I placed an international wire transfer to my wife from my citibank account to XXXX for {$19000.00} on XX/XX/XXXX bancolombia on the XXXX stated they were returning the funds. I have placed an investigation with citibank and spoken directly to XXXX XXXX citibank states the funds are with XXXX. XXXX states the funds are with citibank. I have called several times requesting documentation and certification of the transfer be sent to me from citibank and they have not complied each time I am told there back office is busy. as of today the funds have still not been transfered back to my account. I suspect fraud somewhere and banking instututions should not be allowed to just take funds and not give any explanation
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94545
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-16
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XXXX reports a $ XXXX charge from XXXX on my credit report. I do not have this credit card nor have I made a purchase on that site. I am not sure how to prove that I dont have something.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48823
Submitted Via: Web
Date Sent: 2024-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-16
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: This my attempt to allow Citibank to in good honor open my credit account. They previously denied my application and gave a fews which have no standing and they asked for my credit report be improved before being approved. I have made it clear that banks do not loan out capital as it is against 12 USC 83. Secondly, they said they couldn't approve me due to having collection reports in my credit report with XXXX. XXXX has removed all collection accounts from my credit report and all marks which Citibank used as an excuse have been removed indefinitely. I want my account opened immediately and my limit set in accordance the consumer open-end credit plan pursuant to 15 USC 1602 ( j ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97338
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/2024 I called Citibank to settle a charged off Best Buy credit card account. They informed me I had to call XXXX XXXX XXXX as they were handing the account. On XX/XX/2024 I called XXXX XXXX XXXX to settle the Best Buy credit card charged off account. The balance owed was {$3200.00}. I was offered a settlement of a XXXX time payment for {$1700.00}. I accepted the settlement offer and made my payment directly over the phone for {$1700.00} on XX/XX/2024. I received a verification letter to my email from XXXX XXXX XXXX before I was off of the phone call. On XX/XX/2024 Citibank reported a payment of {$1700.00} with a balance of {$1400.00} remaining. I disputed this with XXXX on XX/XX/2024. I provided the settlement verification letter. This letter includes the account information, original amount owed, the settlement offer, stated that XXXX XXXX XXXX was granted the authority to do this and will report it to my creditor, and payment confirmation. On XX/XX/2024 will remain on my credit report as Citibank certified to XXXX the information was accurate and the item was not changed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61761
Submitted Via: Web
Date Sent: 2024-02-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-17
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX XXXX - credit inquiring for a credit card on XXXX XXXX XXXX XXXX XXXX. Ive never applied for this credit card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07501
Submitted Via: Web
Date Sent: 2024-02-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-17
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2024 around XXXX I contacted Citibank and reported XXXX fraud wires within minutes of when they were posted to my citibusiness account totaling over {$50000.00}. I requested they perform a swift recall and immediately contact the receiving bank where the wires were sent and tell them this was fraud. I come to find out that Citibank waited almost 3 days until the XXXX to send out the message and formal communication to the receiving bank. After speaking with XXXX Citibank representatives in the wire escalation department including XXXX supervisors and a XXXX they have now all said this is NOT how this should have been handled and that they do not know why it took so long as it is supposed to be sent same day especially with these high amounts. All I can get them to say is they would look into it. I have no answers other than their verbal confirmation that that is not according to their policy. I later found out they originally deemed this case a scam as opposed to fraud without a single call from the fraud investigator or conversation with me to hear what actually happened. Ive found out that a Scam holds the customer responsible and for fraud citibank is legally responsible. I can only conclude that they chose not to expedite since the bank themselves would not be responsible if this was in fact a scam. Ive since had the fraud investigation reopened as someone accessed my account without my knowledge and placed wires without my knowledge which is in fact fraud and Citibank released these wires via confirmation of a phone call to someone who is not me. I am now being told by the XXXX department in Citibank that they are so overrun with fraud at their bank that my case will take 2 to 3 times longer to be investigated so up to 3 months. So I have NO provisional credit and no resolve for {$50000.00} of fraud and have to wait for their delay in excess fraud. These XXXX wires were verified with a single phone call where no identity of who they were speaking with took place, just verified the details of who the wires were going to. This treatment is so unacceptable for fraud over {$50000.00}. The delays and lack of care or urgency especially with the high value amount is horrible. The other funny thing is the only way they will let me access the additional funds in my account is to open another Citibank account. I tried to tell them that after being told they are overrun with fraud I dont want an account with them and they need better security and would prefer to have them transfer to another bank. They will not allow this stating the only way to the funds is thru them. Which is a joke. Ive had trouble with Citibank in the past where their representatives locked my account and wouldnt give me access because I am a female with a mans name. They asked to speak with my husband and told me they didnt believe I was in fact who I was stating I was. This happened not just once but twice and locked out of all my funds with a high risk. I filed all the complaints. Not a thing happened. So being a woman with a mans name seems to trigger their fraud team but not XXXX wire transfers at the same time on a Friday for over XXXX. I also have a token card for access to transfer and no one apparently asked for that to verify. The way all their claims are handled is so poor. I dont even know what to say. And I am stuck with them because I must open another account to even access the funds I have left.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 911XX
Submitted Via: Web
Date Sent: 2024-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A