Date Received: 2023-07-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am contacting this company, Citibank, N.A., regarding a claim issue that has not been resolved for over three weeks now. The issue at hand has been fraud in the amount of {$2300.00} that occurred on XX/XX/2023 and XXXX I noticed that the fraud took place I contacted Citi, Citi advised XXXX wait until the transaction has posted and then contact them back so they can open the fraud claim. I then waited and contacted Citi. The agent I spoke with was very condescending and sounded like she was accusing me of lying. She kept emphasizing that the police will be involved but I told. her they were already involved as a report was filed. Nevertheless, the claim got filed. Days later the claim got denied, even though I provided valid information and what was asked for.I then had to appeal the claim. The agent I spoke with asked for a police report at which I told. her it should have already been included, she said it was not and asked for it and I asked if there is a way for me to send over the documentation she said no there is no way, she would just need police report number and department name / contact. I gave that to her and she advised not to worry my funds will be retrieved. I then called again, and the agent stated they needed documentation I told the agent what the previous agent said, and they said that is not true and they have a fax number for the documentation. For one, I am already being lied too and mislead and being condescended for reporting this fraud. I then sent the documentation over to the fax and then waited. Days later again I was told the claim was denied no one was able to provide why as I have stated I sent over what I was asked for and then the agent told me that the documentation was not attached to the case that is why it was denied. For the THIRD time, another case has been open. I have escalated this issue to XXXX, CFPB and Citibank headquarters. Again no one is doing anything gives generic responses. That is {$2300.00} of my money that has not been retrieved like I was told. I have been in communication with the financial crimes bureau and the county police at which they have stated the bank IS responsible for reimbursement. I am not the only consumer of this bank that they do this to.They state they protect against fraud, and you are not liable for unauthorized charges but then turn around and do not adhere or recover for you. The company on this date, XX/XX/2023, responded to my complaint on CFPB but with again another generic and late response which stated a third claim was opened on XX/XX/2023 and they are working on it. This response was late and not at all the solution to anything as the third claim was denied on XX/XX/2023 so that again was not true. I was advised by the governing financial institution that I can proceed to escalate this situation legally as I have attempted all matters to resolve this issue and Citi is not giving any resolution. All documentation and communication will be provided. Arbitration has been filed, if this matter gets resolved arbitration will be withdrawn.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
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 I am submitting a complaint against CitiBank and XXXXXXXX XXXX XXXX I had placed an order with XXXX XXXXXXXX XXXX and the company was non responsive with the order processing, I sent a cancellation request to the company and order the pergola curtains with XXXX. The package from XXXX arrived, however a second package arrived and unbeknownst to me was placed in my garage. I received an email from a XXXX XXXX XXXX informing me that the goods were sent. I then searched my house and discovered it was placed in the garage. As per XXXX XXXX instructions the goods were returned via XXXX on XX/XX/2023 to an address he provided via email. I put in a dispute request for a refund with Citibank before the money was released and Citibank refuses to refund my $ XXXX goods that were returned to XXXX XXXXXXXX XXXX Citibank reason for not refunding me my money, the company stated I never cancelled the order but the company has the goods. Your assistance will be greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12553
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: I received and activated a 0 % APR offer from Citi in XX/XX/XXXX which would run through XX/XX/XXXX. I ended with a final balance of {$7400.00} as of the end of the promo period with no new charges after the promo ended, and I had more than the amount available in my checking account to pay it off in full. I asked customer service in XX/XX/XXXX when I needed to pay off the balance in order to avoid accruing interest as I know different banks calculate interest differently and am not always able to discern from their disclosures how it will work ( e.g., Citi 's disclosures on statements say both that interest is calculated daily and that if the statement balance is paid in full on the payment due date then no interest will accrue ). I've often seen that the 0 % interest will remain on purchases up to the promo end date so long as the balance is paid in full by the payment due date for the billing cycle in which the promo ended, which is what I thought I understood from the disclosures and what I was contacting customer service to confirm. In this case, the billing cycle during which the 0 % promo ended closed on XX/XX/XXXX, and my payment due date was scheduled for XXXX. The rep said that I should rest assured that as long as I paid off the statement balance on the payment due date, I would not accrue any interest, so I scheduled an automatic payment for the statement balance on the card to be paid XXXX. While reviewing my recent transactions today, I saw that I was charged {$30.00} in interest on the previous statement 's close date ( XX/XX/XXXX ) for the days between the ending of the promo ( XXXX ) and the close date. I contacted customer service today, XXXX, and they explained that Citi calculates interest daily, so I started accruing interest the day after my 0 % promo. I explained what I was previously told and requested a waiver/refund of the interest as I felt this was a case of promissory estoppel, i.e., I scheduled my payment for the full statement balance on the payment date rather than the promo end date on good faith that customer service was providing me accurate information. I further paid off the entire balance ( {$7400.00} - slightly lower than the balance as of a month prior due to the previous month 's payment and some return refunds ) today, XXXX. The waiver was denied, and though customer service claims to have escalated the concern, they also told me I will accrue ~ {$110.00} in additional interest on the current cycle that I will have to pay off and further dispute until I have made two full payments to Citi. I told them it seemed ridiculous that I would continue accruing interest and having to pay for acting on the wrong information from customer service, and while the agent was sympathetic, she said there was nothing more she could do. She furthermore could not provide me with a timeline of when I might be hear more about the escalated complaint and/or its resolution. Given that Citi has previously charged me interest in situations where I was told by customer service that I would not be charged interest, and given that they haven't always refunded that interest when they said they were going to, I'm filing my complaint ahead of waiting for further contact from Citi.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30328
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This account was sold to a 3rd party. That 3rd party is and was reporting to the credit bureau. I have tried to resolve this with the org company and they have continue to tell me to call the 3rd party. The 3rd party is not the one reporting Inaccurately. This is preventing from me getting a mortgage and needs to be resolved ASAP
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75010
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On XXXX at XXXX XXXX, I got an email from Citibank XXXX XXXX ) with the following content. I also got notified by XXXX. I did NOT submit this request. I then called XXXX and submitted a dispute. I tried to call Citibank but can't get through to support. Hi, XXXX. Thanks for your interest in opening a Citi / AAdvantage Platinum Select Card account. We're reviewing the application you submitted on XX/XX/2023 and will get back to you within 7-10 days. For the most up-to-date information on your application, you can check the status online at any time. All you'll need is your Application ID
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22201
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have been in dispute with Citi Bank over an account takeover that took place on XX/XX/XXXX. I contacted Citi immediately on XX/XX/XXXX and XX/XX/XXXX. Since the account takeover, I have filed a police report and provided this to Citi Bank multiple times via phone calls on these dates : XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, XX/XX/XXXX and I have communicated with Citi Bank tirelessly via phone calls and fax that over {$15000.00} in unauthorized charges were taken out of my Deposit account on XX/XX/XXXX. As a result of Citi Bank allowing the Fraudster to act on my behalf as the consumer and allow the account takeover on XX/XX/XXXX additional unauthorized accounts were opened in my name, they applied for a personal loan, along with additional unauthorized funds transferred out of my account. I was notified of this by Citi once I was able to talk to a validated Citi employee and as of today, XX/XX/XXXX, I have not received any provisional credits based on Regulation E and Regulation Z. I have appealed all of the open cases with evidence of this account takeover and Citi Bank has not provided evidence as to why these cases have not been resolved and provisional credits not provided. As a consumer who has been banking with Citi Bank for several years, I find these actions from Citi Bank to be very dismissive, irresponsible and lacking accountability as a top ten financial institution. As of today, XX/XX/XXXX, I have contacted Citi Bank almost daily for the last 4 months. Although some funds have been recovered... .when Citi identified this as fraud, they only refunded some of the funds and did not include the 2nd checking account that was fraudulently opened. I was told all funds and accounts were included in the original investigation. I was later advised in XXXX after the partial credit, that there was an error and the remaining funds would be immediately credited to my account. It is now XXXX ... 2 months after that clarification, and I still don't have the credit in my account. I have not been able to pay my bills and my landlord has filed eviction. I am in desperate need for this to be reconciled immediately. There are still two outstanding fraudulent transactions that have not been reversed by Citi... The identified this checking account and fraud, and I do NOT have access to see the account, so I do not know the account number that was fraudulently issued, however, the Banker at my local branch was able to see the account and confirmed the amounts that the Fraudster moved out of my account was for {$2400.00} and {$2400.00}. I have exhausted all resources, including visiting the local branch weekly. Please advise on this resolution. Thanks, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 913XX
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I opened an account with Citibank, {$2000.00} limit and if I spend {$4000.00} by XX/XX/XXXX I get an additional XXXX points... So of course the purpose of getting this card is to get the bonus. I spend a {$1000.00} and made a pymnt on XX/XX/XXXX for {$1000.00}, they then put my account on hold until the XX/XX/XXXX to verify the payment is real. So althought it cleared my account to them on XX/XX/XXXX, my acct is frozen and no one is able to clear the hold until XX/XX/XXXX. I spent the {$1000.00} I had, made a {$980.00} pymnt XX/XX/XXXX, again the money has cleared and citibank has my account is on hold again. I must spend {$4000.00} by XX/XX/XXXX for bonus. I called and yes my credit has once again been put on hold until XX/XX/XXXX, a supervisor just called my bank and verified that the {$980.00} has cleared. I have a credit of {$1700.00}, but need to spend XXXX to get the award. Why is my account being put on hold when they have received the money and there is no fraud on the account? I understand if I was writing a check, there is time needed to clear, but this is a direct from bank to bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 240XX
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: In XXXX of 2022 I noticed my XXXX score dropped which led be to investigate why. I pulled my credit report and i noticed an XXXX XXXX card used at macy 's under my name. I called macy 's and reported I have closed my account with them a few years back secondary to having problems not receiving a physical card after multiple attempts. They told me they will do an investigation and get back to me. In the mean time I reported the fraud to transunion. A few weeks passed and my XXXX score was restored to it's normal score. I though the issue was resolved, however I received a latter from XXXX XXXX saying I owed them for the charges on the card. I called macys and reported the situation in which I was told I no longer owe them any money as the issue has been resolved and my case has been closed. A few weeks pass and now I receive another later from a city bank with Macy 's latter head stating I owe them XXXX the money I supposedly owed before and that I need to pay them, I explained the situation, however the person was rude and was not wanting to listen to what I had to say. I called back Macy 's again and this time I asked for a supervisor who stated there might be a foul play in which my information at Macys might have been compromised and they will do there own investigation and get back to me. In the mean time my XXXX score has dropped again. At this time I feel that Macy 's do not have my best interest and they are borderline abusing me. My XXXX score is important to me at time as I am in a process of getting qualified for a mortgage loan. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92374
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: there are a total of XXXX soft inquiries and XXXX ( XXXX ) negative accounts that I the federally protected consumer did not consent to in writting XXXX for XXXX, XXXX for XXXX and another XXXX in addition to addresses name and information presented on my report that I didn't consent in writing to " No Consent is Identity theft
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: CITIBANK : For background purposes, I have a credit card with Citibank and have been a customer for many years now. My phone number has remained the same for XXXX years. Today ( XX/XX/2023 ), I received a Fraud Alert email from Citibank after attempting an online purchase from a retailer. I called the number from the email to clear things up. I was then asked if I had a different phone number than the phone I was currently on. I've only had one phone number ( my cell phone ) for years now, and do not have a landline, and therefore I told them no. The CSR proceeded to tell me they could not verify my account details over this phone number and would have to send me a verification letter over the mail that would take 5-10 business days. I've had the same phone number for years now, and have dealt with fraud alerts from Citibank in the past. It has NEVER been an issue to resolve them over the phone, using a combination of my Citi " secret code '' and other account details ( SSN, etc ). In 2023, this is completely unacceptable. I am now locked out of my account- and have to wait 5-10 business days for a verification letter that ANYONE else could simply get ahold of. There are tons of ways to verify an identity that do not require a letter over the mail. This situation is almost comical if it wasn't so frustrating. Now I will be dealing with bounced transactions for any auto-subscriptions that I have tied to this account. My only alternative is to use my bank card, which is NOT ideal. Citibank - you are going to lose potentially lifelong customers with this antiquated practice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30312
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A