Date Received: 2023-07-06
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I was mailed a new credit card because the old one expired so i updated it in my XXXX XXXX right after i activated the new card. XXXX XXXX sent me a link to call my credit card company so i did. I went thru the verification process today XX/XX/23 calling on my registered mobile phone ( the only number i have ever had with them ) and answered all the info correctly but then they said i needed a land line to to continue verification which i dont have. They also asked me for another credit card which i dont have ( and if i did why would i give them the info on it? ) so they said the only way to verify was to wait to receive a letter in the USPS mail which would take 5-7 business days and they were locking me out of my card until i received the letter. I was supposed to go visit my family down state but now i cant leave home until this letter comes in snail mail. Totally ridiculous. In the past they called me on my mobile to verify a purchase and now that number is not good enough?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 487XX
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XXXX, I went to try and use my debit card at a convenient store for an energy drink. I was in the middle of my workday before realizing that my checking account was not working upon me logging into the app to confirm funds in the account. That is when I went to call the bank and realized my debit card and account information was not pulling up. I had to use my ssn which then they ( member services ) placed me on a long hold & would not tell me anything but to go to the nearest branch in which I did. Upon, sitting in the branch In the XXXX XXXX location I was address by there in branch member services and was helped by a gentleman. He tried to assist me as much as possible by calling the member services to get the reason for the account issues which he later told me they closed My account down for possible fraud. I asked what fraud and why wasnt I immediately notified via phone, text, email, letter on the mail before shutting my account down? I have been with citi bank for over 10 years and for them to close my account with no explanation but a possibility of Fraud. This is ridiculous and even the letter on XX/XX/XXXX gives no real reason which leaves me in the dark such as, Do I need take further measures into my own hands to protect my other accounts and credit cards?? How am I to know and then Citi bank did not only forcefully closed my accounts ( savings & checking a ) but also will not release my money to me leaving me with XXXX dollars. I cant even pay my rent for XXXX, My car note, my credit cards, gas for work, and food for my minor child and I! The Branch manager could not get any answers for me either nor would they grant him the ability to release any funds to me not even to pay my rent for XXXX basically leaving my son and I to be homeless! No food either! This ridiculous!! He was a really nice person, this branch knows me personally well as a regular. I am currently on the phone with them and asking them to release my funds and I demand answers but they keep telling me to wait for a letter in the mail. I was told at the branch it could take up to 30 days to close the account ( although the letter says they closed the accounts on XX/XX/XXXXXXXX XXXX however, while on the phone with the fraud prevention the man is saying its now 30 to 60 days which is XXXX. How are they going add and additional 30 days to the first 30 days they mentioned? Again, they are lying as the letter says I can contact them to have my funds sooner than the expected account closure date but now they are saying no but its on their letter saying to call them ( 3rd bulletin sentence under what you need to know. ) at this point, I feel they are stealing my money and leaving me with no answers to protect myself! This a severe hardship on me and my childs life. Let alone they are holding onto funds that dont belong to them and are refusing to assist me. I am currently on the phone and the fraud prevention guy literally lost/dropped my call upon asking to speak to his supervisor because I feel he was not assisting me as I needed to be. Forcing me to wait another 20 mins. If there is something going on- I should be fully aware not 30 or 60 days later! What if my credit cards are maxed out by a fraud because they failed to be formative with me which is my every right! I need my money to pay my rent! I received a lump sum for a car accident I was in XXXX, which I opened and placed into a saving to use for bills as a single mom & they steal that too!?! My payroll deposit went into account on XX/XX/XXXX which they accepted and will not return but the letter dated for XX/XX/XXXX so why are they accepting deposits on the closed account on XX/XX/XXXX? More money being stolen from me. The branch member services XXXX tried to get them to release that deposit to me on XX/XX/XXXX and they refused! I want answers and I want my money immediately that Citi bank has stolen from Me causing severe hardship and they are using as an investment interest for them to collect from our federal government. I know that banks use consumers money for their own benefit to collect their own interest. I need answers and I need my money before I am homeless with my minor child. How am I to get to work with XXXX money and gas?? I cant even borrow money from my mother whom passed away XX/XX/XXXXXXXX XXXX I need your assistance on this please, as every call Regarding my account has been on a prerecorded line and I am getting no where but to a homeless shelter! The prerecorded calls should be pulled by CFPB from all ends even with both Citi bank member services ( in the branch & main line. ) I am severely frustrated and they are leaving me with nothing to survive on! I cant pay any rent & utility bills. I spoke to XXXX a supervisor with the fraud department and she could not give me any information and she too gave me the go around. My eldest son is in XXXX serving our country in the XXXX so if they are concerned with him sending me money on XXXX for money I loaned him that is ridiculous. Which was my last transaction of him sending me back {$200.00} payment for the {$900.00} he borrowed to pay for their car note.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95662
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I am writing to file a complaint against Citibank related to a recent issue concerning an Automatic Clearing House ( ACH ) deposit and subsequent account closure. On XX/XX/2023, an ACH payment was initiated to be deposited into my Citibank account. Due to the holiday period, the deposit was scheduled to be credited on XX/XX/2023. However, I encountered issues with my account over the weekend of XX/XX/2023, when I was unable to view my account upon logging into Citibank 's online portal. Upon contacting Citibank, I was informed that my account was to be closed due to a mobile check deposit I had made while instructing a family member on the process of check deposit. This was a genuine misunderstanding and not intended as a fraudulent activity. Despite explaining my situation and the forthcoming ACH deposit to Citibank, I was informed that the account closure would proceed, and my funds, including the yet to be deposited ACH payment, would be returned via a check in the mail within 30 to 60 days. Given the significant amount of the deposit and the circumstances leading to the account closure, I believe the process is unfair and distressing. I have tried to address this issue through direct communication with Citibank and by attempting to reverse the ACH payment through the payment processor. I have also opened a new account with Citibank to provide a potential alternative for depositing the funds. Despite these steps, I am concerned that my funds are stuck in limbo and that I have been put into a situation with a potential 60-day wait for my own money, through no real fault of my own. I kindly request your assistance in investigating and resolving this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06042
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: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: I placed a previous complaint with about Citibank ; in that complaint CitiBank addressed my XXXX XXXX XXXX account that has nothing to do with the Macys Department Store account I asked about and was never addressed. Effective with my XXXX billing CitiBank went up to 31.74 % interest. Thy have retroactively added {$650.00} to my account on a purchased made in XXXX. I have not made a Macys purchase since XX/XX/XXXX, when the interest rate was 30.24 %. There is no justification for XXXX interest rate to continue climbing when I pay my bill every month on the XXXX and the amount is debited from my checking account the minimum amount plus {$200.00} per month. I have not missed a payment neither have i ever been late on a payment since receiving this card in XXXX. There is never been ever a letter telling me my interest is increased not giving me an opt-out option. As you can see from the billing statements uploaded I have never missed a payment on my Department Store Account> Citibank must be investigated for retroactively adding previously purchased items to get a large interest rate that isnt unjust and against consumer regulations. As a result of this complaint, I ask that CitiBank com into compliance with consumer regulations and roll back the 31.74 % interest as I have not made any purchases from Macys Department store account. I will pay them off but how can I when they keep increasing my interest rate unjustly and charging me for purchases made in XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-04
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XX/XX/XXXX I had issues logging into my account and had customer service get me reactivated, however due to this Citibank keeps flagging my account. That same day I tried to transfer funds out of my account after telling them I would be doing so. My transfer was cancelled and the website told me they were closing my account. I called on XX/XX/XXXX, was granted access to my funds ( over XXXX ) and was told all I could do was a wire transfer of XXXX, and they told me they could not close my account, after being on hold for hours, talking to multiple representatives and being hung up on. So I paid them money to wire the money out. XXXX XXXX they have removed access to my savings account again, although no fraudulent activity has happened, and I am not even sure the wire transfer will go through, and I have been charged {$25.00}. I want to close my account but nobody will help me and now I can't even access my own money. They are holding hostage my life savings and I can't get to it. Nobody seems to be able to help, and I just keep getting passed around. I have pleaded with them multiple times that I need this money desperately. I am scared I have lost my entire savings and I can't even figure out why, I have been a customer for years, and never had issues with credit cards. I have only ever tried to take out money this one time and now I can't access it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34747
Submitted Via: Web
Date Sent: 2023-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-04
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Recently, I applied for a loan through my financial institution and was informed of a credit delinquency that would lead to rejection. Initially, I didn't pay much attention to it, but upon conducting my own investigation, I accessed my credit report from all three bureaus. To my dismay, I discovered numerous discrepancies that were not associated with me and were never authorized by me. I decided to contact the entities responsible for these discrepancies, only to find that the accounts had already been closed. However, they were still negatively impacting my credit report.Realizing the severity of the situation, I promptly researched the proper steps to address this case of identity theft. I learned that I should report the incident to the Federal Trade Commission ( FTC ) and file a police report in my local county. Taking this advice to heart, I proceeded to report the incident to the FTC and initiate the necessary steps to file a detailed police report, documenting the incident that had occurred within my jurisdiction. The fraudulent accounts follow : Citicards XXXX. XXXX XXXX XXXX I am willing to prosecute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34758
Submitted Via: Web
Date Sent: 2023-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-04
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 own a Home Depot Credit Card which was last used by me in XXXX. In XXXX, XXXX Home Depot sent me an email of suspicious activity on my credit card, cancelled my card and sent me a new one. I called to come to know that someone claimed to be my daughter and bought items worth $ XXXX in XXXX NY. I live in NJ, never ever have been to XXXX NY, and moreover we do not have a daughter. They filed my complant and promised that it will be investigated. Meanwhile, some time later we found that that fraudulent trasaction was transferred to my new card they have issued, and were sending me bills every month to pay. They have also reported the matter to credit bureau and that has been affecting my credit history massively. I called again and they claimed they were unable to resolve and that I should file a police report. I did so and sent them in writing to resolve the case ASAP. I have also sent them the police report number along with the letter. Off late I do see that I was getting billed every month, my credit score going down and there was no action taken. Every time I contact Home Depot ( CitiGroup ) fraud department, they notify me that they were unable to resolve the case, as my phone number and driver 's license was used to increase credit limit which was rquired to be investigated further. Each time they will open the case again and will ask me to wait 30-90 days for any outcome. We have reported the matter to XXXX, after which CitiGroup notifed me that they have done the highest level of investigation and did not find the transaction to be fraudulent and that I will be responsible for it. This is a clear case of serious identity theft as my phone number and driver 's license have been compromised. I live in NJ, the $ XXXX transaction was made in XXXX NY ( I have never been there ), by my non-existent daughter. The last time I used this Home Depot Credit Card was in XXXX from the Home Depot store which is within a mile of my current residence. I need CFPB 's help, as I believe the investigation done by CitiGroup all this time was inadequate, and this has affected by credit score adversely, which is not allowing me to pursue favorable mortgage refinancing. Thus I am financially is a lot of problem for no fault of mine. I will attach the police report, FBI complaint report, Home Depot Credit Card fraudulent bill and the last letter from Citi Group declaring me to be responsible for the fraudulent transaction. Please do the needful to help me get out of this issue at the earliest possible convenience.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2023-07-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-04
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I applied the Citibank AAdvantage XXXX Credit Card on XX/XX/XXXX, and got approved immediately. then i was issued a " vertual card number and information '' so that i can start use it immediately. I used this card for several online purchase. Then i received an Email informing me that there are payments due on XXXX XXXX however, i have not receive the physical card yet. so i can not register my online account to make the payment. So, I called the customer service, trying to make the payment. The customer service representative told me that they would need to verify me before making any action. The only way of verifying me is by sending me another letter. i have to receive the letter then call them again. but now more than 1 week have passed, and my credit card is almost due, but i still have not receive any letter for verification yet. I just want to make the payment to my credit card so that it will not affect my credit history.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90015
Submitted Via: Web
Date Sent: 2023-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-04
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: My best buy credit card is often late, but we pay more then the minimum when we are able to pay it. Yet they still call 2 times a day. My credit report has it as current and no past due, yet my. Credit score is tanking.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2023-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-04
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: No response back from company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33319
Submitted Via: Web
Date Sent: 2023-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A