Date Received: 2023-07-20
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 rented a car through XXXX when I visited XXXX on XXXX. I was charged for damage to the car I did not cause. I have a picture of the damage prior to getting in the vehicle and it is timestamped to show that it was prior to the rental. After returning the vehicle I mentioned the damage and how it was there prior but the rental staff did not do anything about it and I went on my way. A few days later I noticed a charge on my Citi credit card with a charge for the damage that I did not cause. I first reached out to XXXX as it was there issue and not CitiBanks. However they did not respond they claimed I caused the damage and were not helpful even though I had proof. After reaching out to XXXX I decided to go through CitiBank and dispute the charge in hopes that they would ask for my evidence. However they only reached out to XXXX XXXX to get there side of the story and closed my dispute without looking at my evidence which clearly proofs I was not at fault. The total amount charge for this incident was {$170.00} and was charged under the name of XXXX XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91324
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: Told me no because I would not give reason! Today second attempt, been on hold XXXX minutes but said needed reason, I told them the were a crook and finally canceled. My complaint is they refused to process my request to cancel account unless I provided a reason. The bank blackmailed me to provide a reason or they would continue charging {$99.00} per year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I reached out to Citi XXXX XXXX Bank today regarding a bill payment. I established a automatic bill payment for {$1.00} monthly. This payment was set up for my local newspaper " The Commercial Appeal. '' I established this bill payment so I would not be charge a {$12.00} service fee. When I called customer service, I spoke with a gentleman named XXXX. XXXX explained to me that " technically '' this was not a bill payment. It is not a bill payment because it is not a check that is mailed each month. However, it is a monthly debit card payment. I thought debit card payments were also bill payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 381XX
Submitted Via: Web
Date Sent: 2023-08-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Threatened to contact someone or share information improperly
Subissue: Contacted your employer
Consumer Complaint: This is a bit of unique scenario, so I'm not sure if the selections I made were 100 % appropriate to land where we did. I am a XXXX in the XXXX XXXX XXXX. I have about XXXX Soldiers I am responsible for directly out of the Kansas XXXX, MO area. Several Soldiers are being assessed undisclosed fees by Citibank on their Government XXXX XXXX. The fees include a {$29.00} late fee ( this used to be disclosed in the past, but is no longer ) and a {$89.00} salary offset fee ( never disclosed that I could locate ). They are using the military as their collection arm for said fees. I called Citibank directly on XX/XX/23 asking for these disclosures to be provided at XXXX. I was told I would need to speak to their collections department and transferred a few times. After about a 1/2 hour wait, I disconnected the call as I was at work. I had one of my Soldiers with fees also attempt to call in this week and she advised she disconnected the call after about an hour wait. I called Citibank back yesterday, XX/XX/23, and advised I would like to file a formal complaint regarding potential XXXX ( A ) P and SCRA violations regarding their undisclosed, pyramiding, and junk fees. They took my complaint and I received a return call this morning at XXXX AM XXXX from XXXX. I shared my concerns with the representative as he seemed unprepared for the conversation and had not read the complaint I provided the previous day. Ultimately he did confirm the fees are not disclosed anywhere beyond directly in the " master contract '' with the government. He also said the {$29.00} late fee is assessed on any balance over {$1.00} ( which is insanely high ). They will also charge late fees for late fees. My Soldiers are being charged these fees directly by Citibank, using the military hierarchy in an attempt to collect them, and are not disclosing any of this to the end user. The Soldier also can not avoid harm as they are required to have a Government XXXX XXXX. Please note I have collection attempt emails, but they will not attach. I can forward as requested.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50023
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On the evening of XX/XX/XXXX, I went to the Citibank drive-through as it was after hours and the branch across the street was closed. I deposited {$2300.00} in cash at the Citibank ATM located at XXXX XXXX XXXX, XXXX XXXX, NJ XXXX. After depositing the funds into the ATM, I received a receipt from the ATM stating : CASH DEPOSIT I'm sorry, but because of technical problems, I can't return your cash right now. Please take this record. For assistance please call Customer Service at XXXX. I immediately called the phone number and explained what had occurred, and a dispute was opened, XXXX, on XX/XX/XXXX, I was given the credit back to my account of {$2300.00}. On XX/XX/XXXX, I was horrified when I received an email and checked my bank account to see that the funds were reversed stating that their investigation showed my dispute was unfounded. Of course, it was unfounded because they are looking at the wrong ATM. The ATM is located at XXXX XXXX XXXX, XXXX XXXX, NJ XXXX, which is the ATM at the branch and not the Drive through. I called when I received the email and letter and faxed the proof of the receipt to the dispute division 6 times as 2 of the 3 fax numbers are nonworking numbers and dispute # 2 was opened with XXXX while they reinvestigate which was opened on XX/XX/XXXXXXXX On XX/XX/XXXX, I called Citibank again to get an update on the investigation and was told that my dispute was again denied as no funds were located at the XXXX XXXX XXXX, XXXX XXXX, NJ ATM. This is again the wrong ATM address so of course my monies could not be found. I asked to speak with a XXXX based supervisor and for the first time with the 14-20 calls I've made I was finally transferred to one. A supervisor by the name of XXXX from the XXXX Call Center - Team XXXX XXXXXXXX, opened up another claim for me XXXX. She let me know that my monies would not be found as the back office keeps looking at the wrong ATM at the wrong address. XXXX told me that it takes 24-48 hours for a new dispute to be assigned to an investigator and that she would call me once the dispute was assigned that way she could explain to them the situation and get it resolved, to this date today XX/XX/XXXX, I have not received any calls back from here and have never been able to get transferred to another XXXX-based team or member. Today I had a conversation with XXXX XXXXXXXX XXXX XXXXXXXX, who would not transfer me anywhere or to anyone stating that she is not allowed to do so even after I told her that I had the information for the XXXX team and was told to be transferred by any team member that answers the line. That did not occur and she hung up on me. MY commercial account is not in negative since XX/XX/XXXX, and I am being threatened with collection. I refuse to deposit any other funds in the account as my monies are stolen and there is no help or resolution. I even contacted the XXXX XXXX branch numerous times and was told that they can not assist me, even though that's the branch that I opened my account at. They claim the drive-through is a Citibank but it is a third-party company that handles it so it is out of their jurisdiction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: I signed up for a Costco Membership as well as a Costco Anywhere Visa Card by Citi. I registered my account but was initially unable to log in. After troubleshooting on my own for a week, I called Citi Bank and was told it was an authentication error on their side. The customer service representative I spoke to said that they reset my account and that after 24 hours I should be able to register again and then log in. After waiting 24 hours, I was unable to reset my card. During the following weeks, I would continuously contact Citi Bank customer service and request assistance with this issue. For most of these conversations, I was told that a ticket was opened under my account to address the issue and that it should be fixed. Every time I contacted Citi Bank, I was advised to wait and try again after a certain amount of time. The second to last time I contacted them, I was told to wait a little over a week, and that I would receive an email confirmation that the ticket was resolved. During this time I also tried to pay off my credit card statement over the phone, and I was initially told that I was unable to do so because they were unable to find the routing number of the credit union I use. This was eventually corrected on a different call, but was still troubling. However, the registration issue persisted. On XX/XX/XXXX around XXXX XXXX several weeks after I first reported the issue and reached out to Citi Bank customer service, I was able to speak to a supervisor. Her name was XXXX, and she informed me that there was in fact no ticket associated with my account and that the only way to proceed was waiting 7 days to confirm my identity. At this point, my statement was due in 7 days, and she told me that I had no other options and that there was nothing that Citi Bank could do. This completely went against the previous information that Citi Bank had told me. The customer service that I've experienced has been the most unprofessional and unreliable I have ever experienced. Between the misinformation and miscommunication, I feel that this is a completely unreliable credit card service provider. I have spent close to 8 hours on the phone with Citi Bank customer service, and no solutions were found during this. This was not something that I did wrong, which the representatives I spoke to confirmed. This was an issue caused by Citi Bank, that they did not resolve, despite telling me it would soon be fixed. It should not take over a month and several frustrating phone calls to simply register for an account. I was also notified that there may be fraudulent activity on my account, but I have no way to confirm this. Even over the phone, I was told nothing. To me, this is completely unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 41017
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: We have a cash back credit card with Citibank. We generally pay our balance off every month, so Citibank is not making a lot of money in interest payment from us. Lately, the company has been repeatedly putting temporary freezes on our cards so that we can't use them while they " verify '' that there haven't been any fraudulent purchases. They have done this multiple times this month, to both my husband and me. In the latest round, I called to get a freeze lifted, but they decided they couldn't verify my identity on the phone and would have to send me a letter, and that I would be unable to use the card for 5-7 days while I waited for the letter. The letter never came, so I called them and they said they would re-send the letter, and I would have to wait another 5-7 business days. At this point, I've been unable to use my card for weeks. I believe that Citibank is harassing us by making it impossible to use the card, in hopes that we will close the account, because they are no longer happy with the deal they made in signing us up. Is this legal? I am having no luck getting my card unfrozen.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: XX/XX/2023 : Fraud alert placed on my credit card. Called the number listed and was asked to verify my phone number and secret word on the account. Both were matched. Then I was told my cell phone number could not be used to send out a code to verify my identity. I was then asked a barrage of personal questions, such as my maiden name, my mother 's maiden name, what other Citi accounts I have. They then asked me for another phone number or another person 's phone number to send a code to. I don't have another phone number and did not provide another person 's number to them. None of my answers worked, and none of that information was included in my application, so how would that be used to verify me? This in itself seems fraudulent. Where is that information being check against, and where is it now stored? Finally I was told I would have to wait for 5 to 10 days to receive a letter in the mail with a code and instructions to unlock my card. XX/XX/2023 : Made another call to see if I could get this resolved. The exact same process began again. Once she told me she could not send the text message, and started to ask for other personal information, I told her I was done with the call. I have since done an online search and found that there are hundreds of people going through this and it has been happening for a very long time. This is an unethical practice and in no way in the best interest of me and others as the customer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93001
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Citibank is in severe violation of the FCRA by failing as a furnisher to provide reasonable investigation, and committing unfair and deceptive practices ( UDAAP ) by failing to acknowledge they are participating in attempted identity theft. On XX/XX/2023, I received a credit reporting alert of a new credit inquiry. XXXX reported a credit inquiry that same day from Citibank NA., Best Buy. I immediately called Citibank at XXXX to dispute this credit reporting because I did not request an extension of credit or authorize the use of my information in any manner. I have excellent credit and was fearful the credit was open, but Citi confirmed it was denied. Citi never provided me a reason for denying the extension of credit, but during this call I was grateful Citi did not find it appropriate to approve the request. That same day I initiated a lock on my credit with all three credit reporting bureaus to prevent future attempts of fraud. On XXXX Citi called to verify my mailing address so they could send their final investigation results. A few days later I received Citi 's denial to remove the hard credit inquiry. Citi justified maintaining the reporting because all of my correct personal information was used to initiate the credit request. Because my personal information was fully used to make a credit inquiry, open an account, etc., does not negate fraudulent activity. I am disappointed by Citi 's failure to acknowledge attempted identity theft and the attempt to open an account with their financial institution using my personal information. Citi clearly found reasonable justification to deny the fraudulent attempt to open the credit account, but fails identity theft victims by refusing to remove incorrect credit reporting information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 41017
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: The Fair Credit Reporting Act ( 15 U.S. Code 1681 ) says ( 1 ) The banking system is dependent upon fair and accurate credit reporting. Inaccurate credit reports directly impair the efficiency of the banking system, and unfair credit reporting methods undermine the public confidence which is essential to the continued functioning of the banking system. So whenever there is a violation under the FCRA, it impairs the efficiency of the banking system. This is a violation of my privacy with my consumer report, since I control what is listed and what is not. In the event that any accounts are reported without my written consent, that is considered identity theft. This is a violation of both 15 U.S. Code 1681b ( 2 ) and 15 U.S. Code 1681c-2. This leads way to civil liability against the credit reporting agency for negligent and willful noncompliance under 15 U.S. Code 1681n, which allows for {$1000.00} per violation, for account listed without my expressed written consent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90059
Submitted Via: Web
Date Sent: 2023-08-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A