Date Received: 2024-02-17
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 paid {$1000.00} to have artwork restored, matted, and framed. After not hearing from the merchant, I called her on XX/XX/year>, to discuss the status of the project. She let me know that she was not able to frame it because she could not restore the print, but that I could pick it up and discuss it on XX/XX/year>. Upon seeing that the artwork was only pasted to a posterboard and that I would not receive a custom framed image with glass and hardware to hang it as I paid for I requested a refund from the merchant. She said she could not provide it because I am a small business and I do not give refunds. Upon leaving the business with my unframed artwork without the services that I paid for I filed a dispute with Citibank on XX/XX/year>, because the merchant refused to provide a refund. The Citibank investigation, or lack thereof, concluded with me being liable for the charge. The merchant claimed : - That because I made XXXXhree other transactions that are not being disputed, there is proof that this transaction is valid. - I paid for the goods when I received them so there should not be any concern regarding the goods/services not as expected. The first claim is irrelevant because I am not disputing that I approved the charge. I am disputing that the services were not provided. I am not disputing those additional charges because the services for those were provided as expected. Also, the claim that I paid for the goods when I received them from the merchant is a lie and in no part factual. This is why the charge was authorized. All the charges were paid before receiving the goods, which is why there is a 49-day delay between the purchase and the dispute. I disputed the charge on the day I received the unframed artwork and the services were not provided. I have supplied documentation, photographs, and other evidence as to why the services were not provided. Citibank failed to investigate and to provide a reasonable response as to why the dispute was not resolved accordingly when the merchant did not provide the service and could not provide evidence of the service. Rather, during a phone call I was offered a {$150.00} account credit with no explanation as to why. Why would Citibank offer a credit if they believe I am at fault for the charge? I refused the credit because I would not accept fault for the transaction when services were not provided. The representative then tried to dissuade me from filing a complaint with the CFPB. Citibank is failing to investigate fraudulent charges beyond the merchant 's response and automatically siding with the merchant even if there is no proof of services provided.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 701XX
Submitted Via: Web
Date Sent: 2024-02-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-17
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Citi has a partnership with XXXX XXXX to send payments to. XXXX XXXX describes that payment will be received to the bank by 2-4 hours but Citi receives payment within 2-3 business days. I would like more clarity and more enforcement between expectations. I paid an " expedited '' fee from XXXX XXXX to process this payment immediately which I could not deselect. So I would need this fund refunded.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01844
Submitted Via: Web
Date Sent: 2024-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-17
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I am requesting an investigation into Citibank 's deceptive business practice of refusing to allow consumers to discuss the possibility of closing an account before the account becomes delinquent. Citibank first refused to allow consumers to reach a live representative and kept the consumer in an automated voice system as a deterrent and as a tool to collect additional late fees and interest. Citibank then transferred the call to a foreign country where the representative could not speak or understand XXXX XXXX XXXX when asked to be transferred to the United States the call was disconnected and forced the consumer to repeat the process for hours with no result. This deceptive business practice is designed to prevent the consumers from possibly settling the account without the account before delinquencies and allows Citibank to continue to collect late fees and interest before accepting a settlement intentionally and deceptively forcing a negative impact on the consumer credit score. I am asking the CFPB the enforce or enact laws that prevent this deceptive business practice and allow consumers who express willingness to pay to negotiate a settlement in good faith without the account going delinquent and additional late fees and interest are applied.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2024 a replacement debit was expedited to me over night. Received new card in XXXX days. On XX/XX/2024 I called the number the activation number to activate my new card. Then was sent to the fraud security department and rudely told that I am supposed to have received a reference number via voicemail. I was never informed of this or even told I should look out for a phone call. I never received this reference number by voicemail so they offered to send it via USPS and I would have to wait 5-7 business days for this reference code in the mail. Without that they have told me over and over again that I cant be verified even after showing my IDENTIFICATION and answering all security questions correctly. It has been 20 business days as of today. My direct deposits have been processed into my frozen bank account that I have not been able to pay any of my bills or have access to any of my money and funds in my Citibank account. Their policies do not make any sense the customer service is disgraceful and so rude! They just keep hanging up. Please help here are a list of the numerous dates and times I have sat on the phone trying to resolve my issues and unblock my account. Rudely hung up on and wasting hours of my time I will never get back. I just want my money recovered and want to close my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10016
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: 2024-02-16
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: On XX/XX/2023 while on a vacation in XXXX I was fraudulently charged {$230.00} on my account through a known fraud Jewelry store located on XXXX XXXX in XXXX. XXXX XXXX XXXX XXXX XXXX XXXX {$230.00} This is a scam company with hundreds of one-star reviews of them selling fake jewelry and doing the same exact scam they did with me ( charging much higher then they originally indicate ), see reviews below : https : XXXX XXXX XXXX XXXX My fiance and I were lured into the store by someone that claimed they recognized us from the hotel we were staying at and asked us to visit his family 's Jewelry store. Inside the store, they kept showing us different jewelry and kept pushing on us to purchase something. We just wanted to get out of the store and did not feel comfortable at all, so when they showed us a ring and stated that the price was XXXX pesos ( Around {$26.00} USD ) we agreed to this price just to get the transaction over with and get out of the store. The merchant took my CITI credit card and charged us XXXX pesos instead of XXXX pesos. I immediately knew at this point they were just trying to scam me by charging a much higher fake price that we did not agree too and then saying they made a mistake and could not cancel the transaction. I told them I did not want the ring at that price and to cancel it, and they said they were unable to do so. I contacted CITI on the spot while in the store ( I'm sure CITI has a recording of this and can look it up ) and asked them what to do, and told them I did not agree to being charge this large amount and they were trying to fraudulently charge me an amount that I did not agree too. The CITI representative told me not to worry and that nothing could be done until the pending charges went through and I could file a chargeback with the merchant and they would change it to reflect the correct price. The merchant tried to get me to sign documentation in the store that I authorized the XXXX peso transaction. I did not sign anything and later found out that they forged my signature and also put a fake address and fake phone number on the documentation. They later used this fake signature and fake information in the dispute when I filed a chargeback. For some reason CITI is saying that I am responsible even after I pointed out that the evidence the merchant provided is fake ( The address and phone number they listed are just a random address and phone number in New York ). They did not have my real address so they had to make it up. They also forged my signature. There are also hundreds of reviews out online of this company scamming other people. I am not sure what kind of investigation was done into this dispute, but it was done very poorly done and anyone who put even 10 minutes into looking at the documentation or how hundreds of other people were scamming by this company online they provided could see that they are a fraudulent company. I contacted CITI two times on that same day and I am sure the investigator to listen to the recordings while I was in the store and afterwards too see that I asked CITI support for help and was told to just wait until the transaction went through for further assistance. Furthermore, the merchant also claimed in the dispute ". Our merchant has indicated that the cardholder left your establishment satisfied with his purchase and had no subsequent approach or attempt to return it. '' This is a straight out lie. If the investigator had listened to my recordings with CITI on the date that this transaction happened, they could clearly see that I tried to get the merchant to cancel the transaction because they charged a fraudulent amount and that I did not leave satisfied at all. They scammed me! Please assist me in resolving this situation. It is clear that no real investigation was done into this dispute. I have attached documentation of the receipt they provided me and also the fake signatures that they forged with a fake phone number and fake address. I also attached the merchant 's response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-16
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I had a best buy card thru citi. I became late and it was in charge off. I worked out and agreement for a XXXX percent settlement with citi with XXXX payments. I paid XXXX monthly for XXXX months but the last payment was during covid and they agreed to break that remaining portion into smaller XXXX payments because of job lose during covid shutdowns. I paid the amounts and citi was waiting the remaining XXXX on the account and said it was in good order. They then apparently sold the amount they waived off to XXXX XXXX XXXX and they have refused to verify the remaining debt is mine. They only send a old copy of the statement from when I was still repaying the settlement and a letter that says they bought the debt. The remaining XXXX was to have been forgiven as the agreement was I pay XXXX percent of the balance and citi would report the account as payed as agreed on the credit report. Instead they sold the remaining XXXX and won't fix the issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43055
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-16
Issue: Problem with a company's investigation into an existing issue
Subissue: Problem with personal statement of dispute
Consumer Complaint: i paid off both of my credit cards at citi bank over XXXX dollars. i have been with them for years and never had a late payment. after i paid off debt they closed my accounts. after inquiring i was told i was a felon, which is true. but that felony was over 12 years ago and i paid my debt to society and finished in XXXX over this past 10 years they had no problem collecting interest on both cards with never a single late payment. i find they didnt want to cancel me when i owed them a large debt but after paying they took advantage and this hurts my overall credit report. is the any recourse
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33486
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-16
Issue: Charged upfront or unexpected fees
Subissue:
Consumer Complaint: I got an email from Company that a loan was applied under my credit card and a telephone bill that was applied to it also on XX/XX/2024
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07726
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: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Citibank is advertising on XXXX XXXX website a credit card which gives a {$400.00} credit when you purchase an airline ticket on XXXX XXXX. Upon applying for this credit card by phone, the Citibank representative explained the card offer in detail. She advised that the {$400.00} credit would apply on my first statement. I was approved for the card, and purchased the airline ticket. Upon receiving my first statement from Citibank, it did not show the advertised {$400.00} credit. I called Citibank to ask why and the completely denied that the offer existed. During that same phone call I opened the XXXX XXXX website and the advertisement was still there! They continued to deny the offer existed. I spoke to a Citibank supervisor and they also denied the offer existed. I called Citibank again today and now they are saying to call XXXX XXXX. I called XXXX XXXX and they said they get mulitiple complaints about this Citibank card offer scam every week! So why are they still allowing Citibank to advertise on their site? This is outrageous, that a company as large as Citibank can get away with such a blatant scam.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 778XX
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: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Sears citi credit card is reporting a late on my credit report over a disputed amount I initiated an investigation on approximately XXXX of XXXX. They failed to investigate timely and properly it went into XXXX. Not only did they refund me by paper check I also paid the XXXX in XX/XX/XXXX when they reported me late. I called and spoke to managers and they said they were not going to report anything to the disputed amount to the credit agencies and I trusted that response. My credit is flawless besides this mark and it's has affected my ability to obtain credit, or effected the interest rate at which I obtained credit. I contacted SEARS multiple times and disputed with all three credit agencies SEARS CITI refuses to remove the late claiming its accurate. I offered to send confirmation of payment as well and they refused it as well as requested statements over a month ago and still have not received any. I spoke with many during XXXX over this issue and many gave inaccurate information as well as other information and I was told it would all be corrected, it wasn't.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33411
Submitted Via: Web
Date Sent: 2024-02-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A