Date Received: 2023-07-12
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I'm also a Citibank account holder of XXXX years standing. I have a current and savings account with the bank. Both accounts have been frozen for XXXX weeks and counting, and I'm unable to access any of them because a check I cashed for a returned security deposit was wrongly deemed fraudulent. I'm currently traveling overseas, and I will save you the trouble of spelling out how not having access to my bank accounts for over a week has caused tremendous difficulties, the fees I will be charged as a result, and the distress from receiving an email saying that my accounts are closing. I've been unable to speak to anyone in Citibank customer service who has agreed to put me through to a manager, and I've spent countless hours on the phone, unable to ascertain what happened and how I can resolve the issue. I still do not know what happened or why I can not access my accounts. Last week, I asked a friend in New York to walk into XXXX of the Citibank XXXX branches and ask for a manager so I could speak to someone on the phone who could help me. The branch manager was able to verify the check and has now put in the request to overturn the block and close my accounts. He told me I must wait two days to see if it works. In the meantime, I wrote to the XXXX of XXXX. XXXX Banking. The exec response team called me and explained that my account had been unfrozen but that I wouldn't be able to access them until I received a physical replacement debit card, which after hours of phone calls, was mailed to me. Today, I tried four times to activate the card online, and it didn't work. I have tried to call back the exec responsive team and am now awaiting a callback. Please help me resolve this. I haven't been able to access my bank accounts for two weeks now, and I'm now facing major financial hardship as a result.
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: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: We've requested reward program details from the Citi Costco Anywhere Visa card multiple times. In response to a previous CFPB complaint, Citi responded with a form letter referring us to their website. In a recent chat session with Citi 's customer support, we requested a specific link to find details about the rewards program, including any exclusions. The agent stated, " there is no such link from the bank 's side okay. '' When further questioned aobut where to get program details, the agent continued to insist that Citi does not have the requested information and directed us to contact Costco. We recognize it is a partner program, but Citi is the card issuer and should provide program terms and conditions, including any reward program exclusions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43054
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
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, I filed a complaint with Citibank about a charge of {$97.00} XXXX : XXXX XXXX XXXX The charge was revised, removed, and the {$97.00}, was credited back to my account. On XX/XX/2023, I received an email from Citibank stating, Your FICO score has changed click here to review. When clicked the link it took me to Citibank and I logged into my account. There is where I saw a charge of {$97.00}, XXXX : XXXX XXXX XXXX. I contacted Citibank immediately to let them know there was a fraudulent charge on my account. I was told after XXXX or so hours that the security department was closed, to call back on Monday, then the representative hung up on me. I called right back and spoke with a manager who told me that the charge was a previous charge from XX/XX/2023, and the credit was returned from a previous credit applied and placed back on your account on XX/XX/2023. I said XX/XX/2023. It is XX/XX/2023. Why I did not receive a letter in the US mail about Citibank 's decision or a letter to my email address Citibank has on file? She said, We sent you the letter via email on our website. I said, I dont have an email with Citibank XXXX She said, All customers have an email. I said, I was not aware, Citibank should have sent me something to my home regarding their change or a letter to my email that you have on file. I said, I would have never known about this, and the only reason I know about this now, is I received an email from Citibank saying Your XXXX score has changed click here to review. I am concerned about my credit score and additional fees. No one had called, emailed, or sent me a letter to my home or email warning me about Citibank 's decision to recharge me. I said, I just paid the account off in full in XX/XX/2023, and I feel like you guys are retaliating against me since I complained, about Citibank overcharging me after I paid off the account and I stop use the card. As a result, Citibank had to credit me back because you tried to charge me interest fees after the account was paid off in full. The manager said, Well I can show you where to find the letter. She and I look but the system would not allow me to download or open the letter. So she said, I can send you a copy to your email but it would take XXXX hours to receive it. So I told her to send the letter so I can see it. I feel like they have broken many laws. I have not received a notification in a month. I have not received a notification to my email there have on file, I have not received a notification to my home via US mail, and I could not download the document via their website, even with the help of a manager while on the phone. Citibank has not given a legal justification or reason why they are refusing to remove the charge and charging me {$97.00}. I am saying CFPB to investigate, Citibank 's illegal mishandling of this process. I am asking to have my account credited {$97.00} and place my account back to a zero balance to show the account is paid in full, and a positive and zero balance shown on my credit report on all three credit reporting agencies. ( XXXX, XXXX, and XXXX. ) FYI on XX/XX/2023, they canceled the original credit card and issued a new credit card. Then XX/XX/2023, decided to charge me {$97.00} after they canceled my original credit card and there are currently charging me interest on the {$97.00}. That makes no sense.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95961
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: once again Citibank fraud department froze my card bc I called to set up my PIN. Once again, they can NOT send a pin to my phone number, never fixed. XXXX I don't know how they stay in business. Once I am done with the card, I will cancel it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have made a dispute with XXXX on XX/XX/23 for fraudulent credit card creation from XXXX XXXX that I have absolutely no knowledge of that I found on my credit report. I found out on XX/XX/23 that my dispute of fraud credit card got denied, so I got on the phone with a XXXX agent to file another dispute, and found out on XX/XX/23 again that my dispute got denied. I got on the phone again today XX/XX/23 to file a dispute about this, but I am afraid if it keeps going on like this, XXXX will reject my dispute again and I am going to be in a loop of constantly filing dispute and over-time, my credit will falsely be harmed, because there is already a charge of $ XXXX on that card and it is under my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77433
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: XXXX. contacted right as the Citibank debt had come off my credit report. As an honest person and gullible as well, XXXX did a bad thing to me. They threatened me with legal action and then settled with me from {$3900.00} to {$1900.00} and XXXX payments of {$25.00} dollars. I made my payment every month and then they disappeared and then XXXX XXXX took over and the agreement that I have in writing was stated null and void. Is this not illegal?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90044
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: My Citi Dividend Card stopped paying cash back at a {$300.00} limit which it never had before and I received no notice of such change. I called representative and got no acknowledgment of additional funds due to this account. I saw where XXXX XXXX XXXX did the same type of thing and possibly XXXX XXXX as well. Just thought that I would raise a red flag on this card as well. Thanks, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: The Citi Dividend card offers a cash back feature and I had accumulated greater than a thousand dollars in rewards. When Citi unexpectedly changed a number of other card benefits, card usage came to a complete halt. The reward dollars were lost because the card was not used for over a year. Apparently, this is in the card terms and conditions wherein reward dollars are forfeited if the card is not actively used. I was not aware of this. However, during the course of over one year, no updates, no card statements or notifications were provided as Citi kept on deducting reward dollars. I believe Citi had a responsibility to provide statements each month when the reward dollars were being deducted and the balance was being reduced. This would have alerted me to the issue and enabled me to take corrective action. Multiple calls to customer service have not resulted in Citi acknowledging their fault of not notifying customers when customer funds were being deducted from customer reward account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75063
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX, someone stole my wallet in my car. He or she used my credit card and used my debit card to withdraw all money, {$1600.00}, from four different bank ATMs. On the day of XX/XX/XXXX, I confirmed this theft and crime through a fraud alert on the Citibank app, and as soon as I found it, I immediately reported it to Citibank and reported it to the police as well. I know, if I notify my bank or credit union within two business days of discovering the loss or theft of the card, the bank or credit union cant hold you responsible for more than the amount of any unauthorized transactions or {$50.00}, whichever is less. If I notify my bank or credit union after two business days, I could be responsible for up to {$500.00} in unauthorized transactions. However, Citibank did not refund the {$1600.00} stolen for the following reasons, even though I reported it on the day of XX/XX/XXXX and requested reimbursement four times by investigations. " Based on the information you provided and the results of our research, our records indicate that these withdrawals were made from your account with your Citibank Banking Card. Please note that your Citibank Banking Card and Personal Identification Number were required to perform these withdrawals and the activity appears to be consistent with your normal banking activities. '' I have never told anyone my pin number, and I have no clue of pin number in my wallet, which is obviously a major theft and password theft by a professional robber. I shared police report number with Citi Bank, requested to see the video on 4 different ATMs, and request reimbursement this fraud transaction more than 4 times. However, Citi Bank denied my request again and again. I didn't withdraw my money by my self and this is obviously a major theft and password theft by a professional robber. The Citi Bank also refunded the fraud transaction of credit cards, but I can't understand why they don't refund fraud withdrawals of my debit card. I reported this fraud transaction within two business days to Citi Bank as well as Police. According to the law, I strongly request that the bank return the money I have not withdrawn immediately and I sincerely hope that you will help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90638
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
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: In XXXX of XXXX a dispute was filed about a charge with XXXX in Washington State. That dispute was resolved in my favor and the money was returned to the card. In XXXX of XXXX the merchant charged the card again without authorization. I tried to resolve it after that. On XXXX XXXX, XXXX I filed a dispute with the credit card. I received a letter via mail dated XXXX XXXX that the dispute was recieved. Since then I have called several times for a status update. They said they have none but would by XX/XX/XXXX. I called today ( XX/XX/XXXX ) and was told they have " lost '' the information and can't find anything. I spoke to a supervisor who was talking like a robot programmed to keep repeating the same thing. She didn't seem trained correctly to be able to respond. The new case number is XXXX. I have a recording of the call. It can be provided if needed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97132
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A