Date Received: 2024-02-16
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I applied for a 0 % interest credit card to do a balance transfer to help assist following a financial issue. When I called to complete the balance transfer, I was told that I could not transfer the balance from my existing Citi Advantage Card to the new Citi Diamond Preferred card for the 0 % interest. I read through the terms and conditions which were mailed to me which do not indicate that is required to be a balance transfer from different institution. When I further questioned, where it was within the terms and conditions mailed to me with my card, I was advised it was only an internal policy indicates this and it was not in the terms and conditions of the agreement provided. As a customer, I am not privy to your internal policies and only to the terms and conditions provided to me in writing under my name in my card agreement with Citi. This is completely in appropriate to refuse a customer based on an internal policy and not based on my written agreement with Citi, it is discriminatory and bad faith by a financial institution. I was only given broad brush answers that well everyone knows ... .There was no further remediation offered except to close the card which had already pulled and affected my credit. This is not a resolution to something that is the fault of Citi not their customer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
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: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I paid the total balance owed {$310.00} on my Citi Bank/Home Depot account . The funds have been released from my checking account on XXXX Citi Bank/Home Depot is stating theres a 13 day hold before funds on available credit line are released. This is unacceptable when Citi Bank/Home Depot has already been paid in full. It make absolutely no sense why they are including a hold on my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43016
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: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XX/XX/XXXX - My bank sent the full payment due {$2600.00} ( full statement balance ). XX/XX/XXXX- Payment received and the due date by Citibank Best Buy XX/XX/XXXX - called to validate payment. they claim they did not receive. said I have until XXXX and not late fees or interest. It may take 7-10 business days. XXXX - called and spoke to XXXX in the XXXX. He said that it may take XXXX business days. He confirmed that he would credit back the {$29.00} late fee. He did not and lied to me. He said that by Monday XXXX it would be resovled. XXXX - got a call from Citibank from XXXX. I thought that she was calling to validate our discussions on Friday XXXX with XXXX. She had NO record of any of the notes ( per above ) and she calling to COLLECT as I was late .... really? Ended up paying {$110.00} via bank ACH to resolve while I called my bank to put a stop to the check sent. XXXX - call my bank to put a stop payment on check. They indicated it would put a stop on it right away. XXXX - called back to Citibank and paid the full remaining balance ( less late fee and interest ) - which came to {$2500.00}. Paid this via ACH. XXXX - My bank sent notice that XXXX cashed the original check ( {$2600.00} ) -- -- WOW. They posted the date as XXXX - interesting right!! XXXX - called Citibank and spoke to XXXX XXXX who was very helpful ). She said, yes, they owe me a credit now. Request ACH deposit back to my bank- NO can not do. Requested PRIORITY mailing of my refund. She said she would request but it is not in her control. Asked to speak to manager. Got XXXX. Advised him that they have no controls there. Something needs to change. I have had the card since XXXX and never had an issue in making payments. XX/XX/XXXX - Still no check. No follow-up on check. My account showed {$0.00} balance and check was credited on XXXX. Called back. Luckily got XXXX again. He said check was cut on XX/XX/XXXX and sent. It will take until XX/XX/XXXX to get it. Well XX/XX/XXXX is a holiday. No tracking number. No verification that I will get it. So, recheck on XX/XX/XXXX. This is deceptive practices. This company needs oversight and an investigation. I have impeccable credit. I sent HOURS working with them to resolve and they have no regard for the customer no really care. They take and hold your money with no regard to get it back to you timely.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60010
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: 2024-02-15
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XXXX : couldnt access Citibank accelerated savings info. It had just disappeared from my online accounts list. XXXX : spent hours in the automated system trying to connect to a representative without having access to my account number. Rep said that it was flagged for fraud. XXXX : access to all of my Citibank online accounts is restricted. Cant see my credit card now either. Have not received any emails, texts or usps mail about any of the accounts. Spent hours again trying to get an actual human representative. Got transferred between departments and hung up on. Finally got someone that could tell me fraud resolved their case and has chosen to close my savings account. I may or may not receive a check for any money that belongs to me ( {$6500.00} from tax return has been transferred to there from my external checking ). Supposedly I still have access to my credit card. Credit card dept says I need to clear up my Savings issue first.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 56560
Submitted Via: Web
Date Sent: 2024-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-15
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have a credit card from XXXX XXXX, another two from citi bank the interest are super high and I don't have idea why because constantly I have paid but the amount of interest is always large the next period of payment and desperate and disappointed that this companies does not have any kind of audit or entity that advocate for the clients.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33155
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-15
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I opened a savings account with Citi. I did make a previous complaint because they did not award to promised air miles but that complaint was resolved. I closed this account in XXXX, 2023. I have now received two XXXX forms for XXXX. XXXX for the correct amount of interest earned. The second was for an incorrect amount for the bonus promotion of XXXX miles. I know this is incorrect because my husband opened the same kind of account, never had a problem and received one XXXX form with both cash interest and an amount for the miles promotion. His single XXXX shows {$300.00} for the miles promotion. The second XXXX I received shows {$600.00} for the miles promotion. I explained in my phone call to Citi that once these XXXX forms were filed, the IRS will expect me to pay tax on an incorrect amount. Citi 's representative 's advice was to ignore it. Having worked in the business world, I know the only way to correct this is the submit ( to me and to the IRS ) a corrected XXXX form. I have entered only one account number. However, the second XXXX shows a completely different account number which can be read on the uploaded document.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78703
Submitted Via: Web
Date Sent: 2024-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-15
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2023 at XXXX XXXX, I received text messages from my bank, Citibank , informing me that my online banking password had been changed. There was no request for verification or 2-factor authentication. Within 15 minutes, two wires left my account in the amounts of {$1700.00} and {$1800.00}, so there was no time to stop them even if I had seen the texts immediately. I called Citibank Fraud Prevention and they were no help. On XX/XX/XXXX, I went to the nearest branch in XXXX XXXX, Illinois to fill out affidavits stating that I did not steal my own money. While in that branch, I randomly encountered another customer who had the EXACT SAME issue : two wires for {$1700.00} and {$1800.00}. This means it was a systematic, organized cyber crime attack by a sophisticated, external threat actor. But that customer 's funds were returned to his account the same day because he was a high net-worth banking client. After that, I spent four hours per day researching, emailing and calling Citibank managers and regional VP XXXX XXXX XXXX to get my funds returned. But they only pushed my case around from one investigator to another. I informed them I would be reporting this to all relevant financial and criminal authorities, including the SEC for possible violation of the new 4-day Disclosure Rule for public companies to report a material breach of customer data. On XX/XX/XXXX, my mother was tragically killed in a house fire and I have been engrossed for the past eight weeks in dealing with the aftermath, including police, fire, and insurance investigations. Needless to say I have been unable to pursue my fraud claim with Citibank to get my funds returned. And I have not heard from the bank. I finally filed a complaint with the FBI today. And after I finish this complaint with your office, I will try the FTC and also the Attorneys General for IL and WI ( recommended by your support staff on the phone ). Doing some online digging, I found that Citibank has a history of letting their customers get scammed with weak account security protocols and fraudulent wire transfers that they do not return. Based on this XXXX XXXX XXXX XXXX XX/XX/2023, I spoke with attorney XXXX XXXX who is representing several clients against Citi for the same type of scam XXXX XXXX XXXX XXXX For documentation of facts, names, and communications with Citi staff and management XXXX I have over 20 emails in one chain I can provide. I also have photos of texts and screenshots of the fraudulent wires, all with dates and times.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 531XX
Submitted Via: Web
Date Sent: 2024-02-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-15
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: on XX/XX/XXXX, i wrote to THD/CBNA in reference to their reporting on my credit report and put them on notice about them continuing to report activity on a closed/charged off account which is CONTINOUSLY causing damage to my credit. This per said account charged off for loss in XX/XX/XXXX. From the IRS website it states that whenever a account is charged to profit or loss/closed reporting must CEASE from that date and no more than 90 days you must report the date of first delinquency that led to the default and that date is to be considered the commencement date of default. This account states CHARGED OFF AS BAD DEBT and has still reported XXXX which credit bureaus refer as CHARGED OFF. An account can only charge off 1 time. The reporting of XXXX after the closed date shows inaccuracies and should be removed IMMEDIATELY for not complying with Section 623 15 USC 1681a as this has caused me to not get qualified for a home mortgage. Also when an item is wrtten off for loss, the company notified the IRS that the debt was considered a loss, but to date I have yet to receive a 1099c form to be able to notify the IRS that the debt was written off and I can report it for income. The company has failed to meet he obligations of the IRS and has me feeling as if Im committing tax fraud right along with THD/CBNA. Please help me resolve this matter as I have put them on NOTICE 2 times before and now I will be seeking STATUTORY and PUNITIVE damages for their negligence
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63136
Submitted Via: Web
Date Sent: 2024-02-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-15
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Complainant, XXXX XXXX, hereinafter referred to as " Complainant, '' alleges as follows : XXXX. On XX/XX/XXXX, while visiting the CITI.com website for the purpose of paying the balance on my existing Costco Citi Visa card, I was presented with an offer of {$500.00} for opening a new checking account. 2. The terms of the aforementioned offer and the actions of Complainant are as follows : a. Open a checking account between XX/XX/XXXX, and XX/XX/XXXX ( see Exhibit 1 ). b. The checking account was opened on XX/XX/XXXX ( see Exhibit XXXX ). c. Deposit {$30000.00} into the new account within 21 days, completed on XX/XX/XXXX ( see Exhibit XXXX ). d. Maintain this balance for an additional 60 days, completed ( see Exhibits 3, 4, and 5 ). XXXX. Upon fulfillment of the aforementioned requirements, CITI was to deposit the {$500.00} bonus within 30 days after the termination of the 60-day period. This was to occur on XX/XX/XXXX. 4. Complainant has not received the {$500.00} bonus as of today. 5. Complainant contacted CITI, and CITI replied that the account does not qualify due to timing issues. 6. Complainant hereby requests the Consumer Financial Protection Commission ( " CFPC '' ) to review this matter and investigate CITI Financial Services , Inc. for potential violations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21014
Submitted Via: Web
Date Sent: 2024-02-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-15
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: To Whom It May Concern, We are appealing to the Consumer Financial Protection Bureau for assistance with a billing dispute concerning three charges made with our Citibank credit card. On XX/XX/XXXX, we filed one dispute against XXXX XXXX XXXX XXXX ( " XXXX '' ) pertaining to " services not as expected. '' This singular dispute is related to a home renovation project and there were XXXX separate charges of {$1200.00} ( XXXX ), {$500.00} and {$20000.00} ( XXXX ) XXXX While the dispute involves the exact same circumstances, we understand that Citibank ( " The Bank '' ) elected to break the charges into two separate disputes because XXXX of the charges were incurred at the end of XX/XX/XXXX and the third was incurred at the beginning of XX/XX/XXXX, just days apart. Notably, The Bank resolved the overlapping and associated dispute XXXX in our favor on XX/XX/XXXX. Since filing the dispute several months ago, our experience with The Bank 's billing dispute department has been extremely disappointing. We have included with this appeal all of our correspondence with The Bank in chronological order. This correspondence contains numerous thorough and detailed descriptions of the underlying issue involved as well as additional information describing our experience with The Bank. As indicated through the extensive written correspondence, we have gone above and beyond to support our billing dispute for services not performed by XXXX XXXX XXXX. Despite our best efforts, The Bank is not making a good faith effort to conduct an appropriate investigation. The dispute involves a home renovation project but The Bank 's XXXX makes continued references to " merchandise '' even when we have clarified there was no merchandise involved. We received a favorable decision on XX/XX/XXXX in connection with one of the three charges for the identical issue, which we would argue is absolutely binding on all three disputes because they pertain to the exact same services that were not performed. We received nonsensical written responses when we have provided additional information. We have spoken with no less than 10 different representatives in the dispute department, including supervisors, all of whom ask us to " wait another 10 days '' without offering any additional information or alternative avenues for appeal. We have twice requested all documentation upon which the unfavorable decisions were made but have not been provided with any of this information to date. We understand that all calls have been recorded and we believe that a review of our telephonic communication would show The Bank 's representatives have been most unhelpful and, in some cases, dismissive and rude. In the interim, based on an incomplete and inadequate " investigation, '' the conditional credit in the amount of {$21000.00} has been reversed and is now showing on our account with interest accruing. Our attempts to escalate our concerns and have a thorough investigation conducted domestically have essentially been ignored or rejected outright. At this point, we feel we have no other option than to appeal to a U.S. government agency for assistance in reaching the appropriate and fair resolution. Thank you. XXXX and XXXX XXXX ( XXXX ) XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29715
Submitted Via: Web
Date Sent: 2024-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A