Date Received: 2023-07-08
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I believe someone cashed a fraudulent check on my account. I no longer have access to ANYTHING of mine in the account. I got a email saying something about fund available and thats the last Ive gotten about anything. Thank XXXX my account is a backup XXXX account instead of my main checking but I dont see why I cant access my account? I dont even know the issue ( to add to this I believe the fraud may have been done by my roommate who moved out, right after he left now I am having this issue )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95127
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: XX/XX/23 at XXXX XXXX I have had a credit card with this company for XXXX. I also have another credit card and was trying to talk with this company to transfer the balance of the other card to them. I wanted to work with them to get the lowest APR rate on the transfer amount or, try to get it interest free for a period of time. Everyone I talked to repeated the same thing, could never provide me an APR rate on the transfer and when I asked to talk with supervisors I would be transferred to other people who would transfer me to other people and finally was given a " direct number to our specialty department '' to call for assistance which turned out to be their general customer service department. I was placed on hold for 15 minutes and, twice was disconnected from their system. I realize I am just a small entity compared to what Citi typically deals with however, I find this to be horrible service. Especially when I ask what department manages balance transfers and am told " Customer Service does everything '' which I feel is not true especially with a company this size! The company is Citibank-
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75080
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2023 and XX/XX/2023, I fell victim to a multi-layered scam operation run by criminals presenting themselves as Citibank employs which involved me making deposits for a total amount of XXXX USD from my Citibank account to fraudulent firm ( XXXX ).
Company Response:
State: CA
Zip: 90804
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On XX/XX/XXXX - When attempting to make an online purchase using my CitiBank CitiAdvantage Platinum Card, I received an email and text message stating suspicious activity had taken place on my card and to call CitiBank to resolve. Considering I had just attempted the transaction, I assumed I would just need to call and confirm the transaction. I immediately called the CitiBank Fraud Department where I was asked to state my name and my account code word for identity verification, which I promptly did. I was then told I needed to provide the phone number on my account to further verify my identity, which I did. CitiBank then placed me on hold while they verified my account information. The fraud representative came back and asked if there was a different number I could provide for a " callback '' as the number I provided could not verify my account. This was surprising because I have had the same phone number my entire life and it is the same number that I received the Fraud Alert text on. The representative told me they are unable to provide any more information on the account for identity protection purposes and they would need to send a letter in the mail to verify my identity, during which time I would be locked out of my account completely. I told them that was not the route I wanted to take and to speak with a supervisor, who gave the same information word-for-word, without providing any explanation as to why I could not access my account anymore, not even to confirm there was a potential fraud on my account. Over several calls, I continually asked why I was asked to call the Fraud Department if I could not even speak with them regarding the issue nor receive an explanation as to what was going on, causing a large amount of emotional distress. Further distress is being caused by CitiBank as I have payments that must be made which can not now and will collect interest due to CitiBank 's frivolous locking of my account against my will. I researched the topic and it appears this has been an issue for CitiBank Cardholders for several years. Some testimonials referenced alternative methods for verification that worked for them in the past, such as verification from another bank, Driver License, Mailing Address, etc. I called CitiBank Fraud Department again, as well as the Main Customer Service Desk and offered several methods of verification. I was met each time with no assistance other than asking me for other numbers for them to callback on, which made me start to wonder if this was a fraudulent act in of itself. I asked the Fraud Department to file a complaint on my behalf as I feel it was unethical to lock me out of my account with no explanation and subject me to potential emotional and financial distress even though my number is clearly on file, or how could they have sent me a Fraud Alert Text? It was also concerning to see numerous online threads dating to XXXX regarding this exact issue at Citibank, with some customers waiting for up to three ( 3 ) letters, each with deliveries of over ten ( 10 ) days. It's unacceptable especially with upcoming payments that must be paid on time and it was no fault of mine this issue is occurring.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 282XX
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: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Back a few months ago I tried to pay a {$1000.00} on my Cititcard. It would not let me at all. So I tried different amounts and it finally let me do {$200.00}. Today I tried to pay a {$100.00} and it would only let me pay the minimum payment. I think this is terrible, because I am trying to pay this card off. I paid {$5000.00}, {$3000.00} and other large amounts to othe creditors with no problem online.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 174XX
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Hello- For the last month 1/2 I have been trying to move my checking account from XXXX XXXX XXXX by taking advantage of an offer that CITI offered via my AAdvantage Citi credit card log in. The offer appears to be an online offer only but the system repetitively gives me " I am sorry but we are having technical difficulties '' When I try calling CITI customer service they are not able to assist or look into the matter and just dismiss the case. My hope is that citi can look into this error and grant the AAdvantage miles offer via the phone since its not working online via the link provided under the offers tab of my credit card log in Thanks for help pushing this to CITI XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11225
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: I'm in the balance transfer from XXXX XXXX card to the city card ending in XXXX but I had a very small balance on the city card so they issued me a credit on my statement of {$6500.00} the amount of the balance transfer when I requested to get that credit amount and the check the company fooled around with me I call them like XXXX to XXXX times trying to get a check trying to get a direct deposit I never received it after XXXX months the credit on my statement disappeared and I tried numerous times to call the company and to get from them the credit they are sometimes they hang on the phone on me sometimes they send me over to other other departments and nobody was wanted to help me I even tried to get to speak to some supervisors and no one of them helped me it's really XXXX months they're keeping my {$6500.00} with them and no letters coming from them no update is coming from them I really call that stealing my money I want my money back plus a amount for that inconvenience and for that time frame I was withhold my money
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10952
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Fraud or scam
Subissue:
Consumer Complaint: XX/XX/23 I reported an incident of fraud to my bank- Citibank XXXX This incident occurred on XX/XX/23. I was told that I would receive a provisional credit within 2 days, and that an investigation would take place for the next 45 - 90 days. After 2 days, I called back and was told that a provisional credit would be provided within 10 days. At no point was I contacted for additional information. XX/XX/23 I received a letter from Citibank saying that they have reviewed their records and verified that my money could not be returned, even though this was a fraudulent transaction, Citibank has the account information for the person who committed the fraud, and I was reassured that an investigation would happen. At no point was I asked for the documentation that I have to prove that this was a fraudulent transaction. I desperately need these funds returned in order to continue my business and for an investigation to happen to help prevent this from happening to other people.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
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 spotted a fraudulent charge XX/XX/XXXX on my Citi Credit card and notified Citi online the same day as the charge on my card. Citi acknowledged my dispute and credited my account for the amount. On XX/XX/XXXX Citi informed me that they considered the charge valid and was reversing the credit. Citi supplied the documentation they used to decide the charge was valid and in reviewing it Citi allowed a foreign bank to make a cash advance from the credit card which should not be allowed. What I believe happened A hacker with my card info opened an account with XXXX XXXX and using my card deposited {$400.00} into another account supposedly my nephew ( which I have none ) at XXXX XXXX. The bank charged a fee of {$8.00} for the cash advance. The documents XXXX XXXX provide are self explanatory. I do not have an account with XXXX XXXX My email is not XXXX I do not have a nephew and no idea who XXXX XXXX is My North Carolina driver 's licence number is not XXXX Citi it treating the disputed amount as a charge when it is a cash advance. It would appear that Citi is allowing illegal transactions
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 281XX
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On XX/XX/2023, I attempted to add my Citi Premier credit card to my XXXX XXXX, an action that triggered fraud alert and locked my card entirely. I then contacted the customer support to unlock my card and lift the restrictions, but after I provided two different phone numbers to verify my identity, they claimed both of these numbers can not be used for verification purpose. They suggested that the only method to unlock my card is to send a physical letter to my residential address, which would take up to 7 business days, during which I can not use the card at all. This is the second time in a span of one month that my card was flagged and locked by Citi 's fraud department, and in both cases it was because there was an attempt to add the card to an XXXX XXXX. It shows that after a month, Citi has not undertaken any actions to address this issue and allows this to happen repeatedly. In a response to my last complaint, they dismissed this simply as necessary measures to counter fraud, which in reality does nothing but ruins the customer experience. I opened this credit card because of its attractive new member bonus and planned to reach the spending goal of XXXX dollars before XX/XX/2023, but the incompetency of the fraud department has significantly obstructed this process. Since the new member bonus can only be granted if the amount of spending reaches at least XXXX USD within the first 3 months, the time I actually have to reach the goal is greatly reduced due to the fact that I had to wait for almost 2 weeks in total for the 2 verification letters.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43201
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A