Date Received: 2024-02-14
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I recently made a credit card payment to Citi online for {$2400.00}. As you can see on the screen shot that by making the payment in the amount of {$2400.00}, it would pay off my remaining adjusted New Balance + Flex Plan Monthly Payment. Please refer to XXXX Statement 2024 page 2 that shows my New Balance Breakout Adjusted New Balance : {$2600.00}. I also highlighted on that page my monthly Flex Plan amount requirement of {$290.00}. If you will open XXXX. Statement 2024 and go to page 2. You will see that I made 2 payments before the XXXX statement was issued. The total of said payments equals {$2900.00}. If you subtract the monthly Flex Plan payment of {$290.00} the remaining amount is {$2600.00} which was the remaining balance on my Adjusted New Balance listed on the XXXX Statement 2024. I contacted Cit on XX/XX/2024 after receiving my XXXX statement as it showed that I still owed money on the Adjusted New Balance. I requested a supervisor after the customer service rep did not listen to my complaint and only kept repeating what the credit card statement says. She would not listen to the fact that the credit card statement wording was null because the payment screen gave me the option to pay off the adjusted new balance instead of the extra payment going to the flex payment plan. The supervisor was not helpful either continuing to say basically the same thing that the customer service rep did. Towards the end of the call the supervisor said that I would receive a determination letter regarding my request. That there was no guarantee that they would make good on what they offered. I would get a decision in 3 to 5 days after my account was reviewed which is unacceptable. I was on the phone for 24 minutes with Citi and my issue was not resolved. I did inform the supervisor that I would be contacting the XXXX Attorney General, XXXX XXXX XXXX and the Federal government if they didnt not correct this error. Citi is being deceitful, and their credit card accounts should be audited because if this happened to me then they are doing this to other borrowers. Please feel free to request my call log from Citi to show that I tried to explain to them the issue and it fell on deaf ears. You will hear as I get more frustrated as the call goes on because they are not listening to the facts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2024-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-14
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: Case ID dispute XXXX {$200.00} XX/XX/year> They keep sending me emails/letter stating past due I get many different responses when I calltoday XXXX in fraud said there is no charges showing, it just hasnt cleared, been told the day I disputed there was a charge but didnt know by whom, after that rep I got supervisor saying no charge existed and the dispute would go away, it didntyesterday the rep said it had to be resubmitted and Id get an email ..did not get Macys American Express..told them nothing was received for the charge too
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89178
Submitted Via: Web
Date Sent: 2024-02-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-14
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I mistakenly tried paying a Citi bank credit card with the wrong personal bank account which had insufficient funds. I realized my mistake but was unable to cancel the payment online. I was unhappy, but I was willing to absorb the cost of a single insufficient funds fee. However, after the weekend, I received a second fee on my personal bank and after contacting the credit card bank, I was told that Citi bank may attempt a third time and there was nothing I or they could do to stop it. I was recommended to submit a stop payment order using my personal bank which would have required me to pay yet another fee had my personal bank not waived the fee due my circumstance. All told, a single mistake caused three payment attempts which I had no way to cancel, which required three insufficient funds/bounced check fees of around {$30.00} each from both my personal bank and Citi bank which, had I not put a stop payment, would cost nearly {$100.00} per bank for a total of nearly {$200.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92117
Submitted Via: Web
Date Sent: 2024-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Credit card company provided my personal information to a non affiliate company without my consent. In violation of 15 usc 6802 and also under consumer act of 1974
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34953
Submitted Via: Web
Date Sent: 2024-02-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-14
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: On XX/XX/year>, I reviewed my XXXX Citibank credit card statement for the preceding month and noticed no charges made by me but approximately 25 fraudulent charges. I spent an hour on the phone with the Citibank fraud department. The representative agreed to remove all charges. My then current card was canceled and they sent another card ( " second card '' ), which I did not activate nor did I use in any manner, ever. In XXXX, when I reviewed my statement for XXXX, I noted that most of the prior fraudulent charges had not been removed and additional charges were posted, even though I had never activated the replacement card and had never used it in any manner. Again, I spent an hour on the phone with a representative who agreed to remove all of the old and all of the new charges. They canceled the second card and sent a new one ( " third card '' ). I did not activate nor did I use the third card. When I looked again at my XXXX statement several days ago, I saw that some of the prior fraudulent charges had been removed and an additional set of charges totaling+- {$1500.00} had been posted. In addition, although I had not used any Citi card in several months, Citi had added late fees and interest for the fraudulent charges. Collection people started calling me and talking nonstop about making arrangements for me to pay these fraudulent charges. When I would finally manage to get a word in edgewise and ask to be connected to the fraud department, they would hang up on me. I have not had an activated credit card since XXXX XXXX, 2023, but charges kept appearing. Then one day, my password and I could no longer access my account. I sent written complaints to the Agent for Service of Process for Citi listed on the Alabama Secretary of State 's Office and to XXXX XXXX, Citi 's chief legal officer and received no response whatsoever. By this point, I had lost all faith in Citibank controlling the fraudulent misuse of my credit card. I am still getting repeated calls from the collection department, although the first representative had promised to flag my account to stop this. The first rep and the second one both promised that I would not be reported to the credit Bureaus, but they did. As a result, two of my long time credit card merchants drastically cut my credit limit to I have repeatedly demand that all of these fraudulent charges removed immediately from my account. I finally managed to get my account closed and told them to not send any more replacement cards. The actual true and correct balance on this credit card due to my use is XXXX. I owe Citibank nothing, I want the account fully and finally closed, showing a XXXX balance, I want Citi to file a retraction on my credit accounts and I want them send an apology letter to the two companies who lowered my credit limit. I want them to stop repeatedly annoying with their rude and incompetent bill collectors. I have spent over 15 hours of my time and have hired a lawyer to assist me. I want these expenses reimbursed and to have any relevant penalties assessed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 365XX
Submitted Via: Web
Date Sent: 2024-02-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-14
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: XX/XX/XXXX Approved for Citibank XXXX XXXX. Approved for {$9400.00}. XX/XX/XXXX Called Citibank said I never received a card. They said they would issue a replacement. XX/XX/XXXX Called Citibank and said I never received the replacement card. XXXX said a second replacement card would be sent. It was never received. XX/XX/XXXX Called Citibank and said I never received the second replacement card that was supposedly sent. At that time the agent said my address was incorrect in their system and a third replacement card would be sent. Talked to supervisor " XXXX '' who verified the information provided by the agent. XX/XX/XXXX Called Citibank and said I never received the third replacement card that was supposedly sent. XXXX was of no help. Transferred to supervisor " XXXX '' who told me the third replacement card was never sent as promised by " XXXX ''. He verified that the third replacement card that I was promised on XX/XX/XXXX had never, in fact, been mailed. He said the only thing that had occurred in their system on XXXX XXXX was an address change. WHAT???? He indicated he is now sending a third replacement card and offering a statement credit of {$100.00}. I asked to have the card expedited and he said they can't expedite new account cards. While I wait to see if they actually mail a third replacement card, I have to worry about someone using my credit and Citibank has been of no help. In fact, they suggested more than 3 times that I have nothing to worry about. He suggested I use the app to follow along but I can't do that because I have no idea what my credit card number is and can not track it. Honestly, ridiculous.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46201
Submitted Via: Web
Date Sent: 2024-02-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-14
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I have a Citi XXXX XXXX ( seldom used ), a Citi XXXX XXXX XXXX and a Citi XXXX savings account. In XXXX, i booked a {$5300.00} XXXX tour paid on the XXXX. A month later, the tour was canceled and the agency issued a refund resulting in a {$5300.00} credit. On XX/XX/XXXX, I phoned Citi and spoke with an agent who said they would process the refund to my Citi savings account in 7-10 days. On XX/XX/XXXX, I phoned to inquire why the refund hadn't been processed, and was told I'd see it by the next day. On XX/XX/XXXX, I phoned to ask again, this time speaking with a supervisor who stated that approval had taken 12 days, but the process would be completed in 2 days. On XX/XX/XXXX, 5 days later, I agains poke with a supervisor who claimed he had sent an expedited request to the appropriate department and he would call me in 48 hours to ensure I saw the completed transaction. He never called, and the process wasn't completed. On XX/XX/XXXX, I called a fifth time. This time the agent said the return had been processed 3 hours earlier, but to a non Citi account I owned. That was true, finally. Summary : 1. 27 days to expedite a fund transfer 2. Repeatedly told : a. Agent/supervisor was not empowered to act on my behalf b. There was no one higher up in the organization that would speak with me 3. Promised a " date certain '' 5 times, only the last was true 4 Twelve days to approve movement of {$5300.00} of my money intra-bank, no external obligations No response to-date to a complaint letter sent to them. Closing all Citi accounts shortly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98225
Submitted Via: Web
Date Sent: 2024-02-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-14
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: While booking a flight on aa.com, I was presented with a banner to open a Citi AAdvantage card with the following terms : - Spend {$1500.00} and receive XXXX AA miles- Receive a {$400.00} statement credit toward AA purchases I clicked on the banner and was approved for the card, which I then used to book the flight. However, on my first statement, only a {$200.00} statement credit was applied. I called Citi and was told that the offer they had on file had a {$2000.00} spend, {$200.00} credit and XXXXXXXX AA miles. Through many phone calls, online chats, and emails, I attempted to get Citi to rectify this problem. I showed them that the offer I responded to was STILL being advertised on aa.com. At various points, I was told to email someone or that it simply could not be changed. I find this unacceptable, deceptive, and evasive. Others continue to experience this exact same bait-and-switch, such as this blogger and the many people who have replied with similar tales : XXXX XXXX XXXX-citibank-XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14534
Submitted Via: Web
Date Sent: 2024-02-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-15
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 disputed three charges with Citibank. They are internally given the following codes : XXXX XXXX XXXX After entering the XXXX on XX/XX/, I noticed that my access to parking was regularly blocked by other tenants in other units on the property. These regular blockages were due to the fact that the merchant overpromises the single-lane parking spots to all three units on her property, even though the units are short-term rentals, and hence the tenants have no way of communicating with one another, as they change several times a week. I contacted the merchant and notified the merchant that I was not being provided what had been advertised. The merchant admitted repeatedly that the blockages were real and that I was not being given what was advertised. The merchant repeatedly acknowledged that I am due a refund. I was regularly unable to leave for work on time, or leave for work at all, or go anywhere with my car, as strangers with unknown vehicles appeared several times a week and blocked my exit. Now it is up to Citicard to do as the merchant says it should : refund me all three charges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61801
Submitted Via: Web
Date Sent: 2024-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-14
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/XXXX, I purchased pants from this scammer using the brand store name called XXXX on XXXX in the amount of {$120.00}. I never received the item, the scammer never responded to my message on XXXX, theres no customer service or phone number provided on the scam website; therefore I opened the dispute with CitiBank credit card I used to pay this scammer on XX/XX/XXXX. On XX/XX/XXXX, the CitiBank credit card concluded that was my responsibility and reversed conditional credit of {$120.00} on the same date without verifying the tracking number of the item or the proof of delivery. I was provided the letter stating that the dispute was closed and it stated that the merchants response was included but theres no merchants response included in the letter or they didnt provide any information of tracking number or delivery confirmation ; nevertheless they have decided that it was my responsibility and charged {$120.00} back approximately on XX/XX/XXXX. I was trying to obtain the evidence of this fake store and upon checking our conversation on XXXX, i realized that the scammer changed their fake store from XXXX to XXXX I provided all these information to Citibank, and I requested wheres the tracking number for the delivery confirmation or merchants response, they never provided me all of these information and still charged me {$120.00} as of today for the purchase from the scam store that doesnt even exist. I wonder what did they invest if they concluded that was my responsibility without tracking number or delivery information. I need my {$120.00} back that was never delivered from the beginning as the merchant was a scammer and never intended to deliver anything. I also checked upon the squire pay receipt and it had an address and when i checked the address, it was not even store but was a single family home. How could Citibank doesnt know if they did their investigation? Questions are arisen What kind of investigation did they do?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-02-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A