Date Received: 2023-07-09
Issue: Other transaction problem
Subissue:
Consumer Complaint: Date : XX/XX/2023, XXXX XXXX PT Entity : Citibank , N. A. Issue : Domestic Wire Transfer Cancellation | Refusal to Assist w/same Amount : {$1500.00} USD I attempted a wire transfer from my Citibank account to a family member 's XXXX XXXX XXXX account . For reasons unknown to me, I was required to call in for authorization. I did so, and the agent confirmed the {$1500.00} USD transfer was initiated, and it showed processing in the Citibank system. However, minutes after hanging up the transfer showed as " unable to process '' with no explanation. I called in again, and Citibank was unable to give me any reason or rationale. Furthermore, they insisted I call in later to ascertain what went wrong with the last transfer as the " system was down '' and additionally noted I would need to initiate a separate transfer, requiring yet another call. Ultimately, the agent hung up on me. My bank account ostensibly includes 'free ' wire transfers. However, this is wildly misleading when the true cost includes three separate calls and multiple attempts to -potentially- process a transfer. This is unacceptably sub-standard customer service. Thank you,
Company Response:
State: WA
Zip: 98052
Submitted Via: Web
Date Sent: 2023-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: In XX/XX/XXXX I deposited {$1800.00} from my XXXX account to my citi bank account. Then in XX/XX/XXXX I deposited {$1000.00} from my XXXX account to my citi bank account. Shortly after Citi Bank locked me out of my account and I still have not receive my funds. I have had no updates.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33029
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I closed my Citi credit card ending in XXXX in XXXX, 2023, paying off my complete balance, bringing it to {$0.00}. I requested at this time that my account be closed completely, and was assured that this was done. I did not use that card or account in any way after that point. In XXXX I received a payment from Citi in the amount of {$290.00}. I assumed this was the result of overpayment. I subsequently received notification that the payment for {$290.00} was an error, and was asked to repay this amount. The payment was the result of another card member making a payment that ended up being credited to my defunct, closed account. Here are my concerns : 1. If my account was truly closed, how was it possible that a payment could be credited to it? 2. Why was another card member capable of making a payment to my closed account? 3. Why is this mistakea mistake Citi admitsmy responsibility to resolve? 4. My accountwhich I paid in full and closedis now active again. I did not authorize this. 5. How does the reactivation of this account, the mistaken payment, and now notification that I must repay this amount, affect my credit rating? 6. If I refuse to make this paymentwhich is the result of Citis admitted errorwill I accrue fees or penalties? Thank you for your attention to this matter, and for any assistance you can provide. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98112
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
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: Good afternoon. Ive been a loyal customer of Macys for decades however, lately I have been treated extremely unfair to the point that I actually think what they are doing is illegal and there should be some sort of ramification for their actions. On five separate occasions within the last 12 months Macys has sent something to me in error, paid for by my card, returned to Macys by me using a return label paid for by Macys, which they have sent after I spent at least an hour on the phone on each occasion, explaining their mess up. On each of the occasions, Im describing I ordered one item, yet. A completely different item with a completely different cost was sent to me instead of what I purchased. I returned the items each time after spending hours on the phone trying to get to the right contact and get the prepaid label and not to be penalized since it was not in any way, shape or form my fault. Not to mention the fact that I have missed out on not only the products that I want because by the time I get the incorrect product notify Macys and try to buy the correct product again for the second time the product is either a been sold out or be is a different price and on several occasions my Macys star rewards have been affected either through the return or by losing them while waiting to hear from customer service on how to proceed on re-ordering. Each time I call and routed to a representative in a foreign land, that is difficult to understand and barely knowledgeable. Just today I spent an hour on the phone speaking to three different representatives then was hung up on. This is ridiculous and its unacceptable. I am paying over {$90.00} a month in interest on items that were never even purchased. Find me not only were they not purchased by me, but when they were returned to Macys, the credit was never given to me for the items that I was charged for, but never purchased. This is not fraud in the traditional sense if its fraud, then its Macys that is doing the fraud Not anyone else This is 100 % macys mess up. They are responsible and I am being held responsible for interest charges that I am not responsible for not only that, but I disputed a rug delivery. I was told a rug was delivered to my home. However, the rug was never received when I reported this/disputed this, I was provided proof of delivery in the form of a picture Of my neighbors home. This again is not my fault, and I am not comfortable or willing to go and knock on the strangers door to ask for an item back that was not returned to me. Again, not my fault. I have wasted countless hours. At this point I feel like I am owed money not just from the interest that Ive paid over the last year but in pain and suffering. They are impossible to deal with and then after spending two hours on the phone to be hung up on is just unacceptable. The issue is they do not have one person capable of doing the forensics needed to ensure I am credited back the correct amount of money it boils down to pure stupidity. Again not my fault yet Im being penalized and forced to pay over {$90.00} a month in interest Because of a company having stupid employees and not caring when their customer calls and tells them of their error. My biggest question and what makes the least sense to me is why I wasnt immediately credited back to money as soon as the return label was scanned by XXXX or XXXX whatever the preferred shipper that was used was? None of what I experienced was so difficult than it should have taken this long to resolve or I shouldve had to go to these lengths to get a resolution. I am extremely upset, and I feel as though I am being treated unfairly and they dont care and XXXX not willing to do a thing to ensure I am properly credited for the money owed to me. I need help and Im not sure if I even may need a lawyer. I cant imagine how to begin calculating the actual amount of money thats owed to me- the amount thats just gone!!!!! Between interest, missing product, and product that was sent in error - returned to macys and never was I credited a dime!!!!! I have a high credit limit and high balance and I dont diligently monitor the account. I shouldve. But now that I have begun my investigation and I see that there were zero credit issued over the last six months. I know I have a serious issue that needs help with getting a resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24541
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Citibank did not send me a statement, which should have been for XX/XX/XXXX to about XX/XX/2023. I normally receive paper statements as I do not have easy access to the internet. I called Citi about a week ago and was told to wait a while longer. But, nothing. I suspect that Citi purposely delays sending out paper statements because it wants to save money on mailing paper statements by scaring those who won't sign up for electronic statements and/or wants cardholders to make late payments and collect exorbitant fees and interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-09
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I applied for a Citi AAdvantage Platinum Select World Elite Mastercard at the beginning of XX/XX/2023 for the sole purpose to immediately start earning miles for XXXX XXXX flights. I received the card in the mail around the middle of XXXX. After activating the card and making my online account, I called the customer service line to reduce my credit limit. There was XXXX issues verifying my identity, and I was able to successfully and easily reduce my credit limit. Later, I attempted to make my first purchase -- buying concert tickets through XXXX. The purchase was declined, so I called Citibank back to inform them it was indeed me who was attempting to make the purchase. Prior to speaking with a customer service agent, I had already provided the last 4 digits of my SSN and even the secret passcode for my account. When I finally reached an agent, I was asked for my cell phone number, so they could send me a verification code. I provided the phone number -- the ONLY phone number I provided when opening my account and the SAME phone number I had called from earlier in the day. The agent proceeded to tell me that they could not use this phone number to send me a code to verify my identity, and then asked if I could provide another phone number, such as a work number or landline. First off, how does it make any sense security-wise for me to provide a phone number that isn't even linked to my account? After I told the agent I did not have another phone number, he said the only way to verify me was to send me a letter through the mail. After going back and forth with the guy on how that made zero sense, I had no other option but to wait for the letter to come in the mail in order for Citibank to verify my identity, so I could have my card unblocked and be able to use it. When I received the letter, I called to get the card unblocked, and I also asked what I needed to do so that I do not have to wait another 5-7 days for a letter if this issue was to ever happen again. The agent said that I could provide my husband 's phone number as a back-up phone number to receive verification codes. Fast forward to today, XX/XX/2023, I had received a text message from Citi last night saying " Please confirm you recently opened a Citi Advantage Platinum Select Card acct. Yes=1, No=2, etc... '' I thought this was quite odd and suspicious, as I opened the card in XXXX, and it is now XXXX. I did not respond to the text message, but when I logged on to my account, I saw a message about possible fraud ( however, I did not see any fraudulent charges on my account ) and that I needed to call Citibank to fix my account. I called the number provided, gave the last 4 of my SSN and my passcode prior to speaking to an agent. Once I spoke to the agent, she said she needed to send me a verification code before I could review the possible fraudulent activity on my account. I provided her with my phone number, which is still the same phone number that I opened the account with. She put me on hold for 3 minutes, then came back to say that she could not use that phone number. I then provided her with my husband 's phone number, since I was told in my previous phone conversation, that I could use that to receive verification codes. She put me on hold again for another XXXX minutes, then came back to say that number could coincidentally also not be used. She then asked if I had any other phone numbers that could be used ( once again, how does this make logical sense? ). She said the only option to verify my identity was to wait for a letter in the mail that would come in 5-7 business days then for me to call back to discuss the possible fraudulent activity on my card. I asked her why do I need to wait for a letter in the mail when I have already provided two different phone numbers that should be the only numbers linked to my account? She could not provide an actual answer. I do not understand this verification process. It is absolutely absurd, inconvenient, and anti-customer. I understand and appreciate Citibank looking out for me ( and themselves ) for suspected fraud, but I did not open the account to not be able to use my card. My card has a promotional offer with spending requirements that have to be met within 4 months, and I have already lost 2-3ish weeks due to this insane ID verification process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37091
Submitted Via: Web
Date Sent: 2023-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-09
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I had 2 credit cards for citi Bank. The one balance was an amount under XXXX. The other credit card had a larger balance of around XXXX. A portion of the card with the larger amount was going to start charging me interest so I did a balance to XXXX. It was around XXXX. During the balance transfer process there were fraudulent charges on that citi card so that card number changed and I got a new card. Once the balance transfer was paid by XXXX XXXXXXXX added the XXXX to the credit card with the balance under XXXX which then made that account over paid. Ever since XXXX I have chatted, talked to them over 12 times. They keep moving money, fees, and payments all over the place between the cards. They have my accounts a complete mess and can not fix this. I am beyond frustrated and I don't know where to turn. I am so upset. This is my money they are playing with. Adding and subtracting amounts and everything else. I am a good paying customer with good credit. I'm to the point they better fix this or I'm not paying it. It's not right what they have done. At this point they should have to pay for this mess they have created. I didnot mess the balance transfer up to begin with. This was not my fault at all and now I am the one who is suffering. They keep making it worse and worse. Please help... please
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 155XX
Submitted Via: Web
Date Sent: 2023-07-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a new checking and saving account with my name only on XX/XX/2023 at a local branch in XXXX, MD. I used Citi Banks Global Transfer to fund my new account from my joint account with husband, changed my bills over to my new checking account, paid a credit card bill, and XXXX my daughter her allowance. On XX/XX/XXXX, I went to use my debit card, it was declined, so I went to log on to my Citi Bank account on line and was not able to log in. I called the help desk and after verification process they told me that I had to speak with the fraud department. I called the fraud department and they told me that my accounts were closed due to suspicious fraudulent activities which they were not able to tell me and said that a letter was in the mail with the reason. On XXXX, my husband and I went to the local branch and the banker called multiple people also, but she was told the same thing, that we would receive a letter as to why the account was closed and that we would receive our money in XXXX. Then the next day I received an email stating : Hi, XXXX. We periodically review customer accounts and assess account activity. Based on a recent review of your REGULAR CHECKING account, we found that you have violated the terms of your account per the client manual. As a result, your REGULAR CHECKING account and any other Citi accounts you have will be closed within 60 days of the date of this communication. All of your accounts are now restricted from receiving deposits or credits, effective immediately. They did not only close my account, but they also closed my joint account with my husband. Our joint account is used for all bills and daily living expenses. My joint account also has my quarterly and half year tax payments that are due on XX/XX/XXXX. We do not have access to any of our money and have no clue what we did wrong to cause this issue. At this point in time we are struggling to pay for groceries, gas, and bills. They have indicated that we would receive our money within the next XXXX after the account is closed by the bank. We cant see the activities on the accounts, have no clue what bills has been paid, or what they are doing with our money. They say that they will send us a check for what is in the account, but how are we to know if they took money out of the account or refund us the actual amount that they owe us. They are saying that it will take up to 60 days for them to process the payment. Im not sure how we are supposed to live, eat, or travel as planned.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20832
Submitted Via: Web
Date Sent: 2023-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
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 had four texts, emails and phone calls about fraud on my card. Four times in two weeks. When I called they said they cancelled it. Then I got another text/email and phone call about fraud on a card that's not even mine. I called on that one, they said they cancelled that one, which one? It wasn't mine. Then I went online to check my status and another two fraudulent charges were on my new card. I called and they cancelled the new one. Then on XX/XX/23 I got another fraud text/email/ phone call on my card. I called again, she said it's the same issue and the card has been cancelled, they're just re-sending the texts/emails/phone called. She said she'd note to stop sending the messages. That's not a resolution to me. What is going on? Obviously Citi is out of control.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 547XX
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I opened a miles rewards card ( Citi/AAdvantage Platinum Select World Elite Mastercard ) to preserve my frequent flier miles with XXXXXXXX XXXX XXXX It had an annual fee that I was fine paying, but recently have not used at all. I called Citi to close the account around XX/XX/XXXX, one month before the new fee would be applied. They convinced me to convert my account to a no-fee card ( XXXX XXXX XXXX XXXX card ). They assured me multiple times throughout the call that by doing so I could avoid the membership fee and maintain my miles. I received a notice of conversion dated XX/XX/XXXX. I received a statement in XXXX with a balance of {$99.00}, and checked my email to see that on the XXXX they had billed me the membership fee for the converted account. I called on the XXXX to dispute this fee, and I was assured that it would be removed within XXXX to XXXX business days. I checked again on XX/XX/XXXX as the billing cycle would soon be up. The fee was still there. I called customer service again and was now informed that it would take 1 to 2 billing CYCLES to come off my account, at which point I would be refunded. I escalated to two more managers, who confirmed that if I did not make the minimum payment, it would hit my credit report. They offered to fast-track the refund process to 1-3 business days, something that should have been done in the first place. I was then informed that they would not return the money that I shouldn't have to pay without calling their customer service. They have assured me over a recorded call that there would be no interest fees on the remaining balance, but that remains to be seen.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19711
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A