Date Received: 2023-07-15
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Hello, I am unsuccessfully trying to get updated on my accounts being closed. I called the number as recommended once I was locked out of my accounts, and was told they could not tell me why my accounts were closed I just had to wait for a letter and XXXX days to get my savings back! I am rightfully frustrated, and to top all of this off the agent hung up on me the first time I called! I then called the corporate number and could barley hear XXXX as she was giving me basically the same information except this time I received a reference number # XXXX. XXXX then gave me a number, and the name XXXX to speak to about my case, I called the number turns out it was the exact one I called this morning ( XXXX ) XXXX. I don't think it is unreasonable to know why my checking and savings accounts have been closed without notice, or to have my money returned to me without waiting XXXX months! Could someone please rectify this in a timely manner? I was originally locked out of my online account on or before XX/XX/2023 ; I called them XX/XX/XXXX, XXXX and emailed. The response to my email : Citi Reference Number : XXXX Hello XXXX, Thank you for contacting Citi. We received your correspondence. Please be assured that your communication is important to us and will receive a deliberate and thorough review. We appreciate your patience while we investigate this matter. If applicable, we anticipate having a response to you within XXXX calendar days. Should you have any questions or wish to provide further information regarding this matter, please feel free to call us at XXXX. * Our business hours are Monday Friday, XXXX XXXX XXXX XXXX., CT, with the exception of holidays. I do not want to use this financial institution any longer I just want my savings back. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44266
Submitted Via: Web
Date Sent: 2023-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I opened a Citibank checking account and kept the required amount in the account to not be charged a fee. After about a month I decided I no longer wanted to keep the account but Citi makes it difficult to transfer money to other banks, so I tried to XXXX the funds to myself and Citi blocked my account. I tried calling in about it after receiving a letter telling me to do so and they closed my account without my consent or their willingness to verify that it was me who transferred the funds. Now they are holding my funds from the account and will not return it even though I asked for it to be expedited since they have no need to hold onto it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92602
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: THIS IS NOT A THIRD PARTY ADMINISTRATOR SUBMITTING THIS CLAIM ON MY BEHALF. I AM SUBMITTING IT MYSELF. I am submitting this as a new complaint at the recommendation of one of your phone reps this morning. On XX/XX/XXXX, I submitted Case # XXXX, an ongoing dispute with Citibank regarding an unauthorized charge to my account. I have attached a copy of my initial complaint below. The CFPB received a response from Citi stating that they need authorization from me to proceed with my complaint and as a result the CFPB closed the complaint. I received a response directly from Citibank dated XX/XX/XXXX via email stating that they did not receive a response from me to a letter from them dated XX/XX/XXXX and because of that they were unable to proceed. ( I have attached a copy of the letter dated XX/XX/XXXX. ) With all due respect that simply is not true. I responded to their letter via email on XX/XX/XXXX. On XX/XX/XXXX I received a letter from Citi, requesting that I resend the information that I sent on XXXX because my letter was " damaged or separated during processing. '' It was further requested that the information be returned by XX/XX/XXXX. I resent the information on XX/XX/XXXX by email via two separate documents because the file was quite large. I also sent the file via certified mail, return receipt requested. I have verification from the Post Office that the parcel was picked up at XXXXXXXX XXXX on XX/XX/XXXX. Citibank further states in their XX/XX/XXXX letter that the merchant claims that I agreed to the their terms and conditions which is also not true. The merchant never discussed the charge with me that I am disputing. I have made numerous calls throughout this process to Citibank to try to ascertain the status of my complaint and quite frankly have just gotten the run around. Now they say it is too late for them to do anything. I would appreciate anything the CFPB can do to help me regarding this very frustrating issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: In XXXX XXXX I met with XXXX XXXX XXXX XXXX of Citibank in XXXX XXXX Florida. Branch address XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I told her I was signing up for a special promotion I saw for {$2000.00} to open a Citibank business account and fund it with XXXX min for the required depsoit period. This applied to all citi business acounts at the time. I opened a chjecking account and a money market account. I never got the {$2000.00} signup bonus although I qualified for it. I called the toll free number on XXXX at XXXXXXXX XXXX and somebody in the XXXX told me she knows nothing about this. I understand that other Citibank business customers are not getting the proper bonuses as they should be. This seems to be a widespread problem that needs to be resolved. I could have gotten higher interest at other banks, however I took the Citibank offer and they do not want to pay the terms of the offer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33073
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I contracted XXXX on XX/XX/XXXX. I was severely sick for a year. Unauthorized charges to my account began to occur XX/XX/XXXX which I was medically unable to discover as I was unable to go through my finances. These charges total {$29000.00} from XX/XX/XXXX until XX/XX/XXXX with companies I have no account with such as XXXX and XXXX Eats. Charges were made in different states on the same day and being a Citi Gold customer I was advised my account had protections from such fraud. The bank has returned {$14000.00} but says because I did not report the theft sooner the balance of funds stolen from my account will not be returned.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Wednesday XX/XX/XXXX I received an email from Citi bank that they would be closing my account within 60 days, and that they were freezing my account because I violated one of the terms of their savings accounts. I have done nothing wrong, I am not entirely sure why my account is being closed and they wont tell me whats going on. I have called 8 different times and gotten several supervisors at the Citi bank call center. The first person I talked to said we could transfer my money out no problem, then transferred me to another person who hung up on me. Then one by one I call back each of the representatives that I talked to either hang up on me, or put me on a silent hold until I hung up, each one promising that they would help. I was not belligerent with anyone, but I was firm, I need to know where my {$15000.00} is, and I need to have access to it. I am a single parent raising a 3 and 6 year old, I am a full time student, and I suffer from XXXX, XXXX and XXXX. The last thing I need is a bunch of call center associates taking enjoyment in playing games with me. This is their only point of contact, so I have no other means to contact any supervisors within the company. I had associates telling me Oh yeah, dont worry, Ill make sure you dont get disconnected and then disconnecting me. I find this completely unprofessional and quite disturbing that a company would condone or encourage behavior like this. I trust my bank to keep my money safe, and I feel not only betrayed but hurt as well. Nobody should have to go through the stress that I have had to deal with over this, and I still have no answers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97035
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I am a Citi prestige credit card holder. There's a benefit called " complimentary 4th night hotel benefit '', the description of this benefit can be found below : " '' '' Complimentary 4th Night Hotel Benefit Eligibility requirements The Complimentary 4th Night Benefit is eligible for any hotel when you book a minimum of 4 consecutive nights. The following restrictions apply : The reservation must be in the name of the Citi Prestige primary cardholder or authorized user. Use ThankYou Points, your Citi Prestige Card, or a combination of the two. This benefit can not be used for two simultaneous bookings at the same hotel or at different hotels. Cardmembers are eligible for no more than two Complimentary 4th Night Benefits per card account per calendar year. The 4th Night Benefit is calculated based on the average nightly rate of your complete stay, excluding taxes and fees. Total cost of reservation will include the 4th night discount. " " '' On XX/XX/XXXX, I made a reservation and used this benefit. OnXX/XX/XXXX, I canceled this reservation without using the benefit. In normal cases, this benefit should return to my account automatically. However, it didn't happen this time. I made multiple phone calls and online chat with Citi, tried to resolve this issue, but it's not resolved. My first attempt was on XX/XX/XXXX. I called Citi travel and Citi reward. They are different departments, and they both claim that the other party should fix the issue. One of the online chat agents said they submitted a request to the back office, but it didn't fix the issue. The full chat history can be found below : " '' '' XXXX, XX/XX/XXXX You : talk to an agent Info : Well connect you as soon as a representative is available. Thanks for your patience. Info : You're now connected to : XXXX. XXXX, XX/XX/XXXX You : Hi XXXX XXXX, XX/XX/XXXX You :?? XXXX, XX/XX/XXXX XXXX : Hi XXXX! Hope you are doing well! Welcome to Citi Live Chat. We appreciate you taking time in contacting us today. XXXX, XX/XX/XXXX XXXX : How may I help you? XXXX, XX/XX/XXXX You : here : )? XXXX, XX/XX/XXXX You : Yes, I have the citi prestige credit card XXXX, XX/XX/XXXX You : which comes with the 4th night free benefit XXXX, XX/XX/XXXX You : however, I can not see the benefit on the website now XXXX, XX/XX/XXXX You : I've called the customer service XXXX, XX/XX/XXXX You : They told me that it's likely because I made a reservation using the benefit, and cancelled it XXXX, XX/XX/XXXX You : can you please hlep fix this : ) XXXX, XX/XX/XXXX You : Thanks XXXX, XX/XX/XXXX XXXX : Thank you for sharing your concern and the credit must show even if you have cancelled the previous reservation, may I know if you did have a word with our travel team on this? XXXX, XX/XX/XXXX You : yes, I called twice XXXX, XX/XX/XXXX You : they said they will transfer me to the other department to fix it XXXX, XX/XX/XXXX You : but both call was drop : ( XXXX, XX/XX/XXXX XXXX : Please allow me some time while I confirm it with my supervisor. XXXX, XX/XX/XXXX You : sure XXXX, XX/XX/XXXX You : take your time XXXX, XX/XX/XXXX XXXX : May I know when did you cancel it? XXXX, XX/XX/XXXX You : XX/XX/12 XXXX, XX/XX/XXXX XXXX : Thank you for your patience! XXXX, XX/XX/XXXX XXXX : I have confirmed it with my supervisor and would like to inform you that you can bool the hotel and made the reservation now and 4th night credit apply on next statement in case you have already cancelled a reservation. XXXX, XX/XX/XXXX You : ok, that's one of the option the phone service told me XXXX, XX/XX/XXXX You : the other option is you can fix this, so that I can view the price after 4th night credit on the website XXXX, XX/XX/XXXX You : becuase there are fee and tax when I make bookings, so I'd like to view the actual total amount before I make a booking XXXX, XX/XX/XXXX XXXX : Yes, you can made the reservation and whatever amount it will show, based on the 4th night credit will be applied. XXXX, XX/XX/XXXX XXXX : If you still have any confusion, you can call again our Thankyou team and they will book it for you right now since it can be booked either over the phone or through Thankyou website in order to get this benefit. XXXX, XX/XX/XXXX You : you don't understand my request XXXX, XX/XX/XXXX You : there's a bug on the website, so that the 4th night benefit is not available to me XXXX, XX/XX/XXXX You : I know I can just make a booking and ask customer service for the credit later on XXXX, XX/XX/XXXX You : but this is not what I need, I want you to help me fix my account issue, so that I can browse around with my 4th night benefit available, I can see what exactly the cost XXXX, XX/XX/XXXX You : and then make a booking XXXX, XX/XX/XXXX XXXX : I see, my apologies, I can submit a request to our technical team so that they can fix the account issue since only they can fix it. Just a minute please. XXXX, XX/XX/XXXX You : yes please... XXXX, XX/XX/XXXX XXXX : I have submitted the request for you and request you to please allow XXXX hours and then try again. XXXX, XX/XX/XXXX You : thanks! XXXX, XX/XX/XXXX You : may I get a ticket id for future reference? XXXX, XX/XX/XXXX XXXX : I apologize, I do not have reference number as such however you can copy this transaction and paste it in notepad and save it with you. Also this conversations will be saved automatically for you and our team for future interactions and you can access it anytime when you login to your account. XXXX, XX/XX/XXXX XXXX : Please note down our Technical team contact number as well in case you need it in future. The number for our Online Technical Support team is XXXX ( For TTY : use XXXX or other Relay service ). This department is available XXXX hours a day, 7 days a week. " " '' On XX/XX/XXXX, I tried again, same story, multiple calls and online chat. I've made at least 5 calls, the total call time was more than 4 hours. At the very last call, the agent from citi reward said she's talked to the supervisor and submitted the request to fix my issue to the back office, but it's still not fixed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95131
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: In XXXX of 2016 Citibank mailed an unrequested credit card to an unsecured mailbox, located at an address I was no longer occupying. This card, which was issued in my name, was stolen and activated by an unknown person. During a period from XXXX to XXXX of 2016, numerous fraudulent charges were made to this card. These charges were added to my credit card balance. I never had possession of this card. I was paying off a previous balance on this Citibank account, but had not made any new charges to it for many years. Because I did not to my knowledge have an active card with Citibank, I did not notice the fraudulent charges. When I became aware that the card existed and had been stolen, I immediately informed Citibank of the fraud. The account was frozen. The customer service representative at Citibank told me that the charges would be investigated, and that Citibank had policies in place that protected consumers against fraud. Meanwhile, the charges were not removed, with the exception of two items equaling about {$65.00} combined. The interest on the fraudulent charges continued to accumulate. I have contacted Citibank repeatedly since I reported the crime, and also mailed a letter to Citibanks credit card fraud investigation department. I have never received a response to my inquiries. Citibank never notified me of a resolution of this case or gave me any information on the purported investigation. Each time I called, the representative only said that the matter was still under investigation. Some of the charges were made to out-of-state entities, which means that the identity thief purchased goods or services via the U.S. Postal Service, a parcel delivery service, or over the telephone. For these transactions the unknown person likely used his own contact information. I believe that investigation of the details of the fraudulent charges would show that the charges were not made by me. The total sum of fraudulent charges made to the account is {$6600.00}. The interest charged during the period in which the card was active reached approximately {$720.00}, and has continued to accrue since then. I make monthly payments to this account. The fraudulent charges have made it extremely difficult to pay off the balance that I legitimately owe. Also, I have no way of knowing whether I have already paid off this amount. Thank you.
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: 2023-07-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I have been charged for a canceled product XXXXXXXX XXXX. I made an attempt to purchase multiple times in XXXX and all are canceled by the system. One purchase got succeeded on XX/XX/XXXX one time and made the payment for it. List of orders on this item 1. order -1 : XXXX on XX/XX/XXXX ( cancelled ) 2. order -2 : XXXX on XX/XX/XXXX ( cancelled ) 3. order -3 : XXXX on XX/XX/XXXX ( cancelled ) 4. order -4 : XXXX on XX/XX/XXXX ( cancelled ) 5. order -5 : XXXX on XX/XX/XXXX ( cancelled ) Order processed and payment also done. 1. order -6 : XXXX on XX/XX/XXXX ( picked up at XXXX store ) An order canceled and changed : 4. order -4 : XXXX on XX/XX/XXXX ( cancelled ) charged on the card again on XX/XX/XXXX Amount : XXXX This transaction was disputed multiple times and the company didn't look into it properly and mentioned I am res [ responsible for the payment. the dispute happened multiple times because they don't want to reopen the old dispute. also, they advised me to close this dispute by mentioning it unknown charges so that they can close it and issue a new card. Thanks & regards
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I am facing severe issues due to the failure of Citibank 's fraud detection system, and a subsequent lack of prompt resolution of the fraudulent charges on my account. Around XXXX of XXXX, I had transferred a balance to this credit card, which prior to that had an account balance of {$0.00}. I had only used the card occasionally before this event, and following the balance transfer I used it exclusively for monthly auto-payments to reduce the transferred balance. There were no other activities on the card. On XX/XX/XXXX, Citibank contacted me, stating they had noticed suspicious activity on my account. Upon reviewing my account, I discovered numerous fraudulent charges from XX/XX/XXXX to XX/XX/XXXX. I immediately contacted Citibank, requested to close my card, and initiated a dispute against these charges. The Citibank representative assured me that the majority of claims are resolved and credited within a few business days. However, on XX/XX/XXXX, I noticed the fraudulent charges were still present, and new unauthorized charges had been posted to my account. I contacted Citibank again to add these charges to the dispute. I was then informed that it would take two weeks from the initial dispute filing date ( XX/XX/XXXX ) for the charges to be credited. On XX/XX/XXXX, I found another fraudulent charge had posted to my new card, with a posting date of XX/XX/XXXX. I again contacted Citibank to add this to the dispute, and I was then informed that it could take up to XXXX months for the fraudulent charges to be credited. Moreover, they confirmed these charges would remain as part of my owed balance as reported to credit bureaus during this period. Citibank 's claims of routine account monitoring of suspicious activity to detect fraud or unauthorized use and their assurance of {$0.00} liability on unauthorized charges are clearly contradicted by my experience. From little to no activity for years, my account suddenly showed dozens of charges at convenience stores, liquor stores, fast food, pharmacies, restaurants, movies, bars, hotels, from XX/XX/XXXX to XX/XX/XXXX, for a total of {$1500.00}. Citibank 's early warning fraud detection system failed to alert me to these clearly suspicious activities until XX/XX/XXXX, XXXX days after the spree began. The repercussions of this are severe. The fraudulent charges are reflecting in my balance, causing my debt-to-income ratio to increase, and my credit score to decrease. This negative impact on my credit score is entirely due to Citibank 's failure in their detection and resolution system, and it appears this may not be rectified for up to three months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91403
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A