Date Received: 2023-07-17
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX I received an email from my Citibank credit card informing my that my account would be closed at the end of XXXX, my card expiration date, because according to them, I was " currently enrolled in a repayment program for this account or another credit card issued by Citi ''. I knew this was an error since all my credit accounts are in good standing and none were in repayment plans. I called Citibank to learn more and explain that I all my accounts were in good standing. They said their information about the closure was proprietary and they could not help me until my account was actually closed. I filed a complaint with the XXXX XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX. On XX/XX/XXXX I received a letter from Citibank saying they received the XXXX complaint and their subsequent investigation indicated that my Macy 's credit card, issued by Citibank, had a prepayment agreement and the account any my case had been closed with no change plans to close my account. I called Citibank on XX/XX/XXXX and spoke to customer service agent XXXX. I explained that I pulled my credit report from all three credit bureaus to see if there was any indication of fraudulent activity, since I knew I had not authorized a repayment agreement of any kind. I told her that neither my records nor credit reports supported their claims of any repayment account with Macy 's or anyone else. She said shed re-open the account and put a note in. She sent re-review request to XXXX and said he would review and contact me via email and call ( I requested a call ) within two days. I never heard from him. The XXXX sent me an email on XX/XX/XXXX asking me if it had been resolved. I indicated it was not resolved because my account was still being closed due to erroneous claims and requested it remain open until everything was cleared up since I had not been given any proof supporting their claims. On XX/XX/XXXX I received a call from XXXX at the Citibank Executive Response team asking why my XXXX complaint had not been closed. I again asked for information/proof regarding Citibank 's claims. XXXX said he could not provide any proof because those were internal Citibank records. He did say he could tell me that repayment account was established XX/XX/XXXX from XX/XX/XXXX whereby it was agreed that a payment would be made in the amount of {$29.00} per month paid to pay off of {$190.00} balance. He said his records indicated that I made an agreement with collections about this. I told him I have never carried a balance on my Macy 's account and my credit reports supported that I always paid balances off completely. I also I told him I have never spoken to any collections department or made any such agreements and even their numbers didn't make sense because that would mean a total payment of {$580.00} over 20 months to pay off a tiny {$190.00} balance. He said he'd contact Macy 's Executive office and get back to me by the end of the following week. I never heard back from him. I contacted Citibank to follow up on XX/XX/XXXX and spoke to XXXX. She said my case with Citibank was closed and there was no record indicating that anyone was supposed to be following up on the issue. She said she'd speak to a Macy 's Analyst and call me in two days. I never heard back from her. I called Citibank again on XX/XX/XXXX and spoke to XXXX. She said there were no records of a call on XX/XX/XXXX or any follow up. She also indicated there was a note sent to Macy 's regarding the issue and she would send another note asking Macy 's to call me. On XX/XX/XXXX I received a call from XXXX XXXX at the Macy 's Executive office. After reviewing my records with her and confirming there was nothing derogatory, and not repayment agreement, she said she'd reach out to Citibank to get more information on their claims. On XX/XX/XXXX I received a call back from XXXX XXXX at Macy 's. She said she was unable to get a hold of XXXX at Citibank and they would not give her information regarding my case. She said, however, that Citibank said they would review the case again and contact me. In the meanwhile she would send a letter confirming that my Macy 's account was and has always been in good standing and there was no repayment agreement in place. I waited several days but never heard back from Citibank. I called Citibank on XX/XX/XXXX and spoke to XXXX. She said she'd have XXXX, the case manager, contact me. I received a call from XXXX at Citibank 's Florida Executive office on XX/XX/XXXX. He said my Citibank account was closed because they never received documents from Macy 's indicating my account with them was in good standing. On XX/XX/XXXX I saw that a payment in the amount of {$5500.00} ( my entire balance ) had posted to my Citibank account on XX/XX/XXXX. I called Citibank customer service on XX/XX/XXXX regarding the payment since I had not authorized any. Citibank said the payment was a " Bill Pay '', not " Auto Pay '' payment originating from one of my XXXX XXXX ( XXXX ) checking accounts. He gave me the last 4 of the account where the payment originated and suggested I follow up with my bank. I called XXXX and customer service agent XXXX said they had no records of any pending or posted payments to Citibank. I followed up with Citibank the same day and let them know XXXX could not find records of the payment. This time I was told by customer service agent XXXX that the payment was not coming from my XXXX, however she would not provide any information regarding what bank or bank account the payment was coming from since she could not ascertain that the account the payment was coming from was in fact owed by me. I told her I must have a right to know who and how my account was paid. She iterated she could not give me more information. She said she would request an investigation and someone would get back to me in 7-14 business days. I explained the issues with my Citibank account being closed and my suspicion that something was strange was going on. She the said that she did in fact see records indicating that Macy 's had contacted Citibank and their records indicating a repayment agreement account were made in error. This came as a surprise since I had been told on XX/XX/XXXX by the Citibank Case Mgr XXXX that my account was closed because they never heard from Macy 's clearing my account history. It appears from the constant obfuscation that there is something strange, potentially fraudulent, going on on the side of Citibank. I suspect there is some sort of discrimination going on.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92103
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
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 have attached the prior complaint detail ( XXXX ) and the statement showing a balance of {$40.00} sent to me via email from CitiBank. I have also attached CitiBank 's response. The aforementioned complaint was closed after CitiBank asserted that my account had been closed and that I did not have a balance due. At the time of the original complaint the amount showing due was {$20.00}, that has now grown to {$40.00}. Just for additional clarity, here is an excerpt from the original complaint to provide some context : On Thursday XX/XX/XXXX, I received several alerts that my card had been used to make several large purchases that I did not make. The purchases totaled over {$1000.00}. I live in XXXX and these transactions were conducted in XXXX. The perpetrator was attempting to pickup the items at a store in XXXX, XXXX I immediately cancelled the orders on XXXX and then called the XXXX number to dispute the charges and report the card as stolen. I logged in again the XXXX day and identified XXXX more fraudulent transactions. Since the card had been closed, I was no longer able to cancel or dispute the charges online so I called the same number and they told me that they could not verify my identity. I am filing a new complaint because CitiBank still has not closed my account and is still showing a balance due from the fraudulent charges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49423
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a savings account with CIti inXX/XX/XXXX. I was able to transfer money in to this account no problem. When I tried pulling money out of this account a week later they told me I needed an ATM card. The company mailed an ATM card which was not delivered to me and instead went back to the company which they have record of. The company is refusing to send me a new card so I can get my money out of this account. I've called Citi every day multiple times a day for a week and half now trying to get my funds. Every time I've called I've verified all of the information and the company proceeded to lock my account. They said I needed a reference number to unlock my account. The person who called left a reference number and call back number that was not correct. Citi kept saying they would call back with a new reference number and never did. Citi then decided to permanently close down my account with all my money still sitting in the account. Even after verifying my information and the transactions I was attempting to make they shut down my account without my approval and now my money is no where to be seen. I can't even see my account on the citi platform. To make matters worse they not only did this to my account they also did this to my fathers account, so I know this is happening to multiple people.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85338
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I am writing to file a formal complaint regarding an account listed on my credit report, which I believe to be inaccurate and unjustified. Despite my previous attempts to address this matter directly with the reporting entity, they have failed to respond or provide any documentation supporting their claim, as required by the Fair Credit Reporting Act ( FCRA ) under Section 609. I have made multiple attempts to resolve this issue by sending both mail and email communications to the creditor, requesting validation of the alleged debt in accordance with the provisions of the FCRA. Specifically, on XX/XX/2022, I sent an email to [ XXXX 's Email Address ] formally requesting proof of the debt in question. Regrettably, despite the considerable time that has passed, I have received no response or acknowledgment from the creditor. Under the FCRA, Section 609 ( a ) ( 1 ) ( A ), consumers have the right to request verification of any disputed debt from the reporting entity. Failure to respond to such a request within 30 days of receipt constitutes a violation of this federal law. Furthermore, Section 611 ( a ) ( 5 ) ( A ) of the FCRA mandates the removal of inaccurate or unverifiable information from credit reports. Given the lack of response and failure to provide any supporting evidence, I believe it is evident that the creditor 's reporting of this debt is erroneous and inaccurate. Therefore, I kindly request your intervention and assistance in addressing this matter promptly. I kindly request that the Consumer Financial Protection Bureau take the following actions to rectify this situation : Initiate an investigation into the alleged debt and the creditor 's failure to respond to my previous communications as required by law. Direct the creditor to provide me with the requested validation of the debt in question within the statutory time frame. Instruct the credit reporting agencies to remove the disputed account from my credit report until such time as the creditor has provided sufficient evidence to substantiate their claim. Take appropriate enforcement actions against the creditor for their non-compliance with the FCRA. Enclosed with this complaint, please find copies of my previous correspondence to the creditor, including the email dated XX/XX/2022, as evidence of my attempts to resolve this matter amicably. I greatly appreciate your attention to this serious matter and your assistance in helping me rectify the inaccuracies present in my credit report. Please feel free to contact me should you require any further information or documentation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80516
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: When I open the basic account, on XX/XX/XXXX, I had used the promotion code saying that if I have XXXX direct deposits in to this account with total amount of {$1000.00} within 90 days of opening the account, I will receive {$200.00} as a intro bonus. However, after the XXXX direct deposits went in and no bonus coming in, I called the customer service around mid XXXX. They replied that they put a claim for me to receive that {$200.00} and told me that I should be expecting it within XXXX week. After XXXX weeks, I still haven't got the bonus. I called again for that, they said exactly same thing. Another XXXX weeks passed, I still haven't received the bonus. Then, on around mid XXXX, I called again, they told me the reason I haven't received it is because I will need to wait for 90 days in order to receive that. She gave me a certain day on XX/XX/XXXX. She said, on XX/XX/XXXX I should have received the amount. Today is XX/XX/XXXX, the amount is not in my bank account. I called again, and they told me I am not qualified for that bonus. They have been changing their words for avoiding delivering what they advertised. {$200.00} is nothing but it is a fraud if a company do not deliver what they promised!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 47401
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
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: On XX/XX/XXXX of, 2023, I received several unauthorized transactions that were flagged by Citi on my credit card, including a {$300.00} charge from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Upon reporting these fraudulent charges, Citi promptly reversed all of them, leading me to believe that the issue had been successfully resolved. However, to my astonishment and disappointment, on XX/XX/2023, Citi placed a letter requiring action on my behalf in the letter/notification section of my Citi app XXXX Given the importance of this letter, it was never been mailed to me or accompanied by an email notification as is usually the case. Regrettably, I only became aware of this correspondence on XX/XX/XXXX in which I immediately returned the requested documentation attesting I did not make the charge. The content of the letter revealed that not only had Citi failed to honor the reversal of the {$300.00} charge, but they also tripled the amount, falsely attributing a {$300.00} charge to my name and increasing the total to {$900.00}. This fabricated claim by the vendor, who possesses my husband 's name and address but used a fake email address, is deeply troubling. I am gravely concerned about the security of our personal information, as it seems the vendor could easily track down the individual responsible for the purchase made with the gift card purchase. Neither I nor any authorized user of the credit card has ever made a purchase from this particular vendor. A quick XXXX search of this vendor does not produce a business or company with this name - further supporting this is fraud. The website the vendor provided does not exist either. My bill is due today, and I paid the amount in full minus the {$900.00}. While I have contacted the fraud line on XXXX separate occasions and have been reassured that the charge would be reversed, no action has been taken thus far. I want to emphasize that I can not and should not be held accountable for the {$900.00} or the associated late or interest charges resulting from this fraudulent activity. Thank you for your attention to this serious matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14226
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
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: Made an XXXX purchase with the card. The item was counterfeit and I returned it to the seller. Seller did not issue a refund so I disputed the charge with Citi Visa. Their response was that the merchant had no record of my return although I have the USPS receipt for the return but they never asked for proof. The seller wants to issue a refund but XXXX won't allow it and Citi Visa won't reconsider their decision.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 930XX
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Between XXXX and XXXX XXXXXXXX XXXX took money from my CITICARDS CBNA XXXX credit card account. I informed CITI that I did not authorize this transfer of money! They did any way So I closed he account in XXXX over 7 Years ago! The account is still on my cred report! of XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48220
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: As per Citibank customer service advice, there is possible malware affecting on my computer that may have been trying to steal my credit information. They decided to blocked all future transactions with Citibank/Home depot Card .
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
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: On XXXX XXXX I attempted to purchase a XXXX XXXX and XXXX XXXX at XXXX XXXX, they didn't have them in the store. I never left XXXX store with merchandise. I decided I didn't want it delivered because Best Buy had lost my Brothers Printer and destroyed my XXXX XXXX during XXXX deliveries. I decided I will pick them up from the store if available. Due to catching XXXX I wasn't able to pick the order up because of being quarantine. I've reached out to XXXX XXXX numerous times to say I wasn't feeling well and they said they will credit my account. After noticing being charged but not creditied on the statement. I spoke with XXXX at Citibank to file a dispute in XX/XX/XXXX on my bill. Citibank refused to take a charge dispute complaint and said I had to go to the store because it takes too long to dispute a charge. XXXX the manager gave me a copy of my orders and said I wasn't being charged on my credit card. I followed up with Citibank and XXXX said the dispute was resolved XXXX. I asked her did she need copies of XXXX final receipts, she said no. I asked to close the account. In XX/XX/XXXX, instead of getting a {$0.00} balance Citibank refused to resolve the issue, they mislead me to believe they resolved the matter and I'm still fighting late fee, interest charges to merchandise I don't have, harassment XXXX and Citibank has destroyed my credit. Citibank called themselves doing a dispute investigation in XX/XX/XXXX but it's no signature of me authorizing the charges. Citibank destroyed my daughters credit too by putting erroneous charges that belonged to my dispute on her credit report. I've asked Citibank to close ALL the accounts I have with them including XXXX because they make too many errors and do not protect the creditor. I have copies of all the information concerning this complaint. I want Citi to repair my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A