Date Received: 2023-07-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I opened a complaint to get this Citibank card account removed as they told me they would do. They are refusing to do that, and now have reported the account as recently charged off in XXXX and it has taken my score from a XXXX down to a XXXX on XXXX due to an error on their end of reporting the account charged off last month. That is completely incorrect and it was charged off starting back in XXXX of XXXX over 3 years ago. They have also stated that I did not try to contact them back in XXXX of XXXX and I have the call recorded from them that I made into their collection department and they stated they would be sending me a physical paper letter detailing the amount they were offering to settle for. They failed to ever do that and instead sold my debt to a collection agency which further dinged my credit. I have paid this account and settled it in return for them agreeing to delete the account. They refuse to do that, and now I am asking that they atleast update the info on my credit report that they have falsely reported. I am in the middle of a mortgage and this is keeping me from being able to buy a home now due to their failure to furnish correct info. The account was not charged off recently nor was I late on any payments in the last 3 years. This needs to be fixed immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 460XX
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-27
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: Just checked my Citi card and saw they decreased my limit from XXXX to XXXX. They sent no letters there is nothing in my message center and I have never paid late so Im not sure if they think theyre going to charge me outrageous interest rates to now put me over my limit bc thats what it looks like is going to happen Im left with XXXX. They could have at least bc I always paid on time gave me a notice I know they dont have to but with their high interest they are now going to put me pretty much over the limit and then what charge fees on top of that?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02760
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XX/XX/2023 for XXXX at time XXXX. Police report XXXX with XXXX XXXX XXXX XXXX, NC Informed Citi Bank of fraud and informed Best Buy. I fear this charge will not be removed from my card. I did not make this instore purchase and have requested XXXX retrieve footage at time of purchase but am being told they will not release the footage. Please assit me with this request or to ensure all measures are being taken to resolve this fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28117
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX, I telephoned Citibank customer service department via telephone and asked if I could pay off a Citi Flex Pay plan number XXXX that was accruing a monthly service fee of {$2.00}. I am not sure what happened and/or how the monthly fee came about, but rather than argue the point, I simply asked to pay the entire amount owing on that plan in full, which I did. The amount owing on that day was {$410.00} and their customer service representative took my payment over the telephone and assured me that it would apply in full toward the Flex Plan number XXXX. It should be noted that the payment was extra above any minimum payment due as of that date. On XX/XX/XXXX, I noticed that the balance of Flex Plan number XXXX had only decreased down to {$380.00} and the rest of my payment from XX/XX/XXXX had been spread across the balances of other flex pay plans on my account. I telephoned Citibank customer service team again at XXXX XXXX and was told that an error had been made by the first customer service representative, but my request would be honored since that was the agreement when I made the payment. Today, I noticed that the Flex Pan number XXXX still has a balance and made another call to the Citibank customer service team. During that conversation today, I spoke with supervisor XXXX with an ID of XXXX, who told me that the payment I made WILL NOT be used to pay the Flex Plan I had requested be paid in full. He then hung up on me! It should be noted that the supervisor for Citibank also stated that payments made by me apply first to late fees and interest, then to balances with lower APR. I believe that is a violation of the Fair Payment Allocation provision of the Credit Card Act of XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43228
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
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: I want to report them for their incredibly poor customer service and the number of months I've tried to resolve fraudulent charges. Fraudulent charges appeared on this card in early XXXX. I have never used the card so every purchase ever made was fraudulent. I disputed all charges which were credited back to my account over a few months. A new card was reissued in XX/XX/XXXX and new fraudulent charges appeared. They allowed a XXXX subscription to renew on the new card. Again, called to dispute the new charges and requested they close the account. I was told they could not close the account until the charges were settled. And, that it may take up to 60 days to investigate. In the meantime, late fees and interest charges occurred each month and they were threatening to report to a collection agency. I have spent hours and hours each month to get these resolved. As of today, they still reported disputes under investigation since XX/XX/XXXX. After 1+ hours today and speaking with three representatives who I could barely understand, I'm told they will have reversed all charges but I won't be able to see that for 3-5 days. I have to assume their systems are live and that these reversals should be visible online immediately. Something needs to be done. This has to fall under some kind of law which protects XXXX ( XXXX XXXX XXXX ). I was very close to just paying the balance to make it go away. Instead, I spend hours each month getting passed around. I was told today that I couldn't speak with a manager because they couldn't help me. The last agent ( work ID XXXX ) assured me the account would be credited to a zero balance and it would be closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
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 spotted 2 unauthorized charges on my CIti Dividend card from XXXX, one {$15.00} and another {$55.00} and notified Citi. Citi closed my old card, issued security credit and started an investigation. On XX/XX/XXXX Citi sent me a letter saying the 2 charges were legit and put them back to my new card. It was puzzling how they made that conclusion since the orders were placed from an email which was different from the one I registered with XXXX or Citi.com. I called Citi 's Security Operation. The agent said they will re-start the investigation. When asked whether I should pay the charged while the investigation was going she specifically told me " no, you don't have to pay ''. These 2 charges were the only thing on my XXXX statement so I didn't send any payment. Then the XXXX statement came with these charges as overdue together with a late fee. On XX/XX/XXXX and XXXX I called again, the agent promised they would credit my account but nothing happened. On XX/XX/XXXX I asked to speak to a supervisor. this time she said the Security Operation couldn't issue a credit while the investigation was on going and there was nothing she could do and " suggested '' me to pay. When asked to speak to her supervisor she said they can only be reach via snail mail. I've been a Citicard holder for 20 years and kept a perfect payment record. Now my credit is affect purely because of the incompetence of the Citi Security Operation agents and the couldn't-care-less attitude of the " supervisor ''. Yes Citi is a giant cooperation so much so that they think they don't have to care about their customer 's satisfaction. I doubt how effective this complaint would be in solving my problems but I still would like to put my experience out here on record.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 017XX
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On or about XX/XX/XXXX I received an email to receive a lower interest rate on purchases outside of Best Buy, offer ending XX/XX/XXXX. Then again in XXXX another email with same offer ending XX/XX/XXXX. I made a large purchase XXXX, XXXX. The following month my purchase received the regular interest charges previously agreed upon. I expected the above purchase to receive the promotional interest. When I called the company, I spent four hours on the phone, I was disconnected several times, I was told by Best Buy I needed to take my case to the card issuer ( Citi ). Citi followed the same protocol of disconnection and ultimately said they could not help and that Best Buy needed to correct my interest rate. I later spoke with a supervisor who stated the promotion ended XX/XX/XXXX and although, my purchase was in XXXX I would be subject to the higher interest rate. I questioned why they would send promotional email if the interest ended in less than 30 days. She could not respond and stated my account is subject to regular charges
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 286XX
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Upon reviewing my credit report, I discovered that a charge off has been reported by Best Buy/CBNA on XXXX, indicating that the account has been closed and charged off as a loss. However, I believe that this charge off is inaccurate and in violation of consumer protection laws, specifically 15 U.S. Code 1681 ( a ) and 15 U.S. Code 1666 ( b ). Basis for Removal Request : Violation of 15 U.S. Code 1681 ( a ) : Under this federal law, consumer reporting agencies are required to provide fair and accurate information about individuals ' credit history. It is my understanding that the information provided to the credit reporting agencies must be factual and substantiated by appropriate documentation. I have not been provided with any evidence to justify the charge off, nor have I received any communication indicating the intention to charge off the account. Violation of 15 U.S. Code 1666 ( b ) : This law requires that creditors provide consumers with a written notice, clearly stating the reasons for the charge off, at least 30 days before the actual charge off occurs. I have not received any such notice, and as a result, I was not given an opportunity to address or rectify any potential issues with the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33705
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: There were many charges made to my credit card from XX/XX/XXXX through XX/XX/XXXX, mostly at gas stations that I did not make. The fraudulent charges at gas stations in cities that I had not even gone to totaled {$2600.00}. I reported these as fraudulent charges to Citibank and they responded with the following message : " We've completed our investigation and your dispute is now closed. During the investigation, it was confirmed that you participated in the transactions with the merchant-we didn't find any evidence of fraud. Additionally, you verified that your card was in your possession a the time of the transactions. '' Although the card was in my possession I DID NOT MAKE THESE CHARGES. Someone obviously stole my credit card info and was using the card to make gas purchases, mostly in XXXX Michigan. I have been to XXXX only once since XX/XX/XXXX and yet there are numerous charges for gas at XXXX gas stations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 486XX
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Dear XXXX, I am writing to file a complaint against XXXX XXXX XXXX Card for XXXX unprofessional and unethical practices that I experienced during my recent interaction with their customer service representative. On the day of XX/XX/XXXX, I was purchasing an air ticket online, when I came across an advertisement for American Advantage Card, which stated that by enrolling in their program, I would receive a discount of {$200.00}. I accepted the offer and bought the ticket, after which I realized that the card was charging an annual fee. I immediately cancelled the ticket and contacted the XXXX XXXX Card company to cancel my enrollment, to which they assured me that the card will be cancelled. However, I continued to receive emails from the company regarding payment of the annual fee. I called again on XXXX, XXXX. They said the card was cancelled. After several attempts to resolve the issue over the phone, I spoke with the manager today ( XX/XX/XXXX ) who was extremely rude and disrespectful. He refused to waive off the membership fee even after I explained the situation and hung up the phone without any explanation. I understand that many people may take advantage of the {$200.00} discount and then cancel, but that was not the case with me. I cancelled the ticket and immediately contacted the company to cancel the membership, and yet was still charged for an annual fee. I request that the company refund me the annual fee, as I was misled into enrolling for their card. Moreover, I urge XXXX XXXX XXXX to re-train their customer service representatives to be more respectful towards customers and avoid being dismissive of their concerns. Thank you for your time and attention to this matter. Sincerely, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02180
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A