Date Received: 2023-07-02
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Ok.. now, this is where I begin at with this citi Bank . I called tonight starting from XXXX XXXX. till XXXX XXXX. and I had no resolution to my checking account ending in XXXX. Mind you, I only used account with {$250.00} for the direct deposit from my XXXX XXXX account to start my funding for citi bank account or accounts, so I followed and did everything legally. Then, u will see all the attached statements from the three months I only used that citi account for I only stayed for one direct deposit from XXXX for {$910.00} due too them making false statements against my account. I took screenshots of every inch and every foot of the process of my XXXX XXXX check hitting my account ending in XXXX a $ - XXXX overdrawn account now??? How??! Omgosh! Wow, Im in shock. Pls look at the dates that they stated the transaction or transactions went through. Now, theyre stating that the {$240.00} payment that citi bank allowed without my CONSCENT while I was on the recorded line at the exact same time citi bank took {$240.00} from my account ending in XXXX, and allowing home depot.com too take yet more money from my account without my permission wow, I put another partial payment for a couch-originally ordered for {$670.00} at XXXX XXXX on the same date as on XX/XX/2023??? Why would I put a partial payment on another same, HALF of a couch that Id half too cut in half cause that is what citi bank approved them too take from my account I called Home Depot as well I spoke with multiple supervisors and a few saw the charge for {$240.00}, Wow. It is all recorded, I swear. what in the world is going on with my account??? Wow. Pls look at the before screen shots and evidence of my XXXX positive balance and then, after I transferred my XXXX from my account ending in on the XXXX XXXX XXXX XXXX, too the XXXX ending account, it went hey wire! My account did! Wow XX/XX/XXXX, due too me transferring my {$910.00} too the correct account there at citi bank, with a teller on the chat with us option, I was on the phone with a citi bank worker when they, the citi bank, or whom ever, allowed another partial payment of {$240.00} on my debit card??? After I made my first authorized purchase for the full payment of the couch from home depot online. The payment I didnt authorize, {$240.00} my first transaction on that account was for my new couch at the time, and it went through at XXXX as u can see from all my evidence Then at XXXX XXXX. Home Depot was allowed without my permission too take yet another XXXX! Omgosh! They never gave me my funds back either from citi bank, as in the {$240.00}, I cant recall. It went missing, literally, and their stating that they have no record of it! I do though as shown in evidence I have the screenshots uploaded from the portal from citi bank app on this whole complaint. Wow then, the citi bank put allllllll, and I mean allllllll my transactions, in a specific order after I never purchased my products in that order as the statement and screenshots show.. Pls look. They are over drafting my account honestly, and its too much as in overcharges and all alleged fees! My total positive account at citi bank was {$910.00} on XX/XX/2023. And now its too a NEGATIVE - {$1000.00}. in less than 8 days according to citi bank, Im allegedly owing them XXXX or more now when I had a positive {$910.00} in my account when my XXXX deposit hit the new account and after I transferred the {$910.00} too my account ending in XXXX. I had transferred from account ending in XXXX too the account ending in XXXX. This isnt fare too a social security recipient. I only make {$910.00} a month, so my account never went negative, until they mixed up all my transactions. Pls help and look at all my evidence I took before and after the transaction dates of the only weeks and days I had use of that account. Pls, I Also tried too talk too three different supervisor and or managers tonight, and I had no, and I mean no resolution. I tried too fix it with them, but they dont listen too customers, and they transfer and transfer u too another person, or they tell u too contact the dispute department. Omgosh! It was literally jumping in circles trying too fix my account and they citi workers never and I mean never helped and its allllllll on their end, by citi bank, thankfully recording our conversations for the three times Ive tried too contact them directly, and too fix my account correctly. Period! I have proof, pls look. Period.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31909
Submitted Via: Web
Date Sent: 2023-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I disputed fraudulent charges last year which resulted in my favor. I have since been receiving notices saying there was still a balance of around {$300.00}. In XXXX I was told the charges were late fees from those original charges that were supposed to have been taken off. I have called in at least half a dozen times, spoken with at least 15 representatives, and no one seems to be able to resolve this issue. All these months later, The account is now on my credit report as charge-offs. The recording when I called said there was a payment made over {$800.00} and I didn't make that payment. When trying to get this resolved, they took it upon themselves to lock the account for 30 days while in review. They refuse to let me speak with any supervisor, or do anything about this problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92301
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On XX/XX/XXXX, I made a payment to my Citi Thank You Preferred card of {$580.00}. The payment screen informed me that I would immediately have access to the available credit created by the payment. This has always been the case with payments to this Citi credit card since I became a cardmember over a decade ago, sometime in XXXX. I have never made a late payment and I always paid at least the minimum amount due. The payment initiated on Friday, XX/XX/XXXX was successfully drafted from my XXXX XXXX checking account on Monday, XX/XX/XXXX. The payment successfully cleared and posted to my Citi credit card on XX/XX/XXXX, according to Citi 's website and the two customer service agents I spoke with via telephone ( one of which was a supervisor ). This payment satisfied the minimum amount due and should have resulted in an increase to my available credit. However, Citi arbitrarily and without providing notice to me, decided to put a " hold '' on applying the payment to my account, despite confirming that they had in fact received the money and it had in fact been cleared by both XXXX XXXX and Citi on XX/XX/XXXX. I spoke with two customer service agents at Citi on XX/XX/XXXX to attempt to resolve the issue. The supervising agent I spoke with disclosed that Citi had in fact placed a " hold '' on the funds received that were posted to my account on XX/XX/XXXX, and that the hold would last until at least XX/XX/XXXX, at which time funds MAY be made available. I pressed the supervisor on the legality of this " hold '' and the supervisor confirmed this practice is in violation of the cardmember agreement, but couldn't do anything about it until at least XX/XX/XXXX because that's what her computer screen told her. Shortly after the conversation with the supervisor on XX/XX/XXXX, I attempted to request a copy of the cardmember agreement using two methods : 1 ) I used the option on Citi 's website to request that an agreement be mailed to me. This request was denied ( see attached ). 2 ) I requested a copy of the agreement using the chat feature on Citi 's website. The chat feature is designed to prevent the option of providing members with Cardmember agreements ( see attached ). My complaint against Citi is twofold : 1 ) Citi should not be allowed to profit off of " holding '' posted payments ( in this case for at least 5 business days ) without increasing the credit available in the interim. By not updating the available credit, yet stating when making a payment that the credit will be available, Citi is engaging in deceptive business practices that have negative implications for its cardmembers and only serve to enrich itself through profits made at scale by " holding '' funds that ought to otherwise be available for use across tens of thousands of cardmembers. In my case, the consequences were four bills could not be paid that were scheduled for XX/XX/XXXX and XXXX using what should have been available credit from the payment made the week prior. 2 ) Citi should be required to provide cardmembers with a copy of the cardmember agreement upon request. This is the first time in 10+ years that I requested a copy of the agreement ( which apparently constantly changes ), and I don't think it is an unreasonable burden on such a large company to provide a copy of the agreement upon reasonable request. Perhaps within the agreement it states that I must request a copy in writing, but if this is the case then Citi should not be allowed to advertise the option of requesting a copy of the agreement online when such an option is not available. Unfortunately, I can't obtain a copy of the cardmember agreement so there is no way to know if there was a recent change in policy that enables Citi to " hold '' funds posted for whatever period of time they deem reasonable. If that is a policy stated in the cardmember agreement, I argue that it is unfair and out of line with acceptable business practices. Citi should be able to profit off interest paid on my balance ; they should not be able to profit off of payment holds. Citi, theoretically, could continue to hold this payment until after the payment due date which would result in further consequences for me ( i.e. late fees, inability to pay bills, lowered credit score ). The fact that no notice was provided to me of this new payment application practice is particularly concerning. Every other credit card I've ever had has provided notice when a drastic change to payment policy will occur. For example, my Aadvantage Citi card informed me that my available balance would no longer be updated the same day as a payment. My XXXX XXXX informed months in advance of a change in their payment application process. Citi Thank You Preferred doesn't play by the same rules, and has arbitrarily and without notice decided to hold my valid, posted payment, despite telling me on the payment screen that my account would be credited the same day.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I opened an account with Citibank on 2017 for an XXXX XXXX card. It had an annual fee of {$95.00}. However at some point in the last 2 years they transitioned the card to something called Citi Premier Card which had none of the rewards or any connection to XXXX. Rather than informing me, they kept billing me {$95.00} despite the fact that I had not signed up for that card and was not getting any of the benefit of the XXXX card. Last month I closed the account and was promised that the {$95.00} annual fee would be returned. However, I found out today that despite that promise the {$95.00} fee was still applied despite the fact that I had closed the account and had never used the premier card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: 15 u.s code $ 1681c-2 a consumer reporting agency shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from an alleged identity theft, not later than 4 business days after the date of receipt. it has been 30days and you are in VIOLATION of this law because I am a victim of identity theft!! please delete these items IMMEDIATELY! These accounts should not be furnished on y consumer report as they are in VIOLATION! Under,15 U.S Code 1681b-permissible purpose of consumer reports ( a ) IN GENERAL subject to subsection ( c ) any consumer reporting agency may furnish a consumer report under the following circumstance and no other : ( 2 ) in accordance with the WRITTEN INSTRUCTION of the consumer to whom it relates. I NEVER gave any consumer reporting agency WRITTEN CONSENT to report anything on my consumer report which violates my rights as a federally protected consumer. NO CONSENT IS IDENTITY THEFT.As a consumer I am demanding the deletion of the accounts listed IMMEDIATELY!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93727
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: To whom it may concern, In XXXX I was a victim of id Theft, I fixed it at the time that happened and I put a freeze in my credit report, back in XXXX something came up and I did a consultation with a Lawyer who after suggested to file for XXXX XXXX bankruptcy, I filled all the papers she sent but 2 days before paying her she decided to drop the case, so I stopped paying my bills for 2 months, While I was working with the Lawyer, she recommended another one, but after talking to him, I decided not to pursue. and now I'm in a bigger trouble and making it impossible to go back on track, so some of my credit cards I got an agreement to remove late fees and personal loans, but XXXX card closed my account, minimum payment now {$390.00}, But the worst of all Citi Advantage closed my account too making the minimum payment {$680.00}, after 20 years as a customer with Citi, only having this account for 6 months, never late, same with XXXX. I have been trying to communicate over the phone with Citi and its, impossible nobody has access to the account not even myself. Every time I call they cant see the account, They transfer me to collections, same thing, they transfer me to recovery dept, call drops and I have to start over again.Im just trying to go back on track.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33181
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: On XX/XX/XXXX Citibank again... I received two emails pertaining to my Citibank card XXXX XXXX and Citibank card XXXX XXXX. Apparently, Citi has a personal vendetta towards me. ( 1 ) Last XX/XX/XXXX when questioned about new card offered your employee removed my new card and replaced it back upon an older card that I previously owned. That issue has never been explained why it occurred nor has it been corrected. I was only told to wait 1 year then re apply for the rewards card??? ( 2 ) Then XX/XX/XXXX your Citibank credit department decided to decrease the credit limit significantly on both my cards # XXXX and XXXX XXXX. Plummeting someones credit limit from {$13000.00} to {$8800.00} ( odd amount ) and decreasing another card from {$7700.00} to {$4800.00} ( another odd amount ) has created several issues within each credit bureau, that I am still attempting to rectify. A dispute was file with XXXX ( dispute # XXXX ) and Citibank case ( # XXXX ) ( 3 ) And now XX/XX/XXXX Citibank credit department has raked havoc once again. Less than 3 months ago they decreased my credit limit on both cards and now they have reduced it again. Now going from {$8800.00} to {$5400.00} ( another odd amount ) and the {$4800.00} to {$2000.00}. Conveniently, the reduction of credit is just above the amount I owed. I have called Citi bank to discuss this new issue of credit reduction. Spoken to several people none of which can explain why or escalate the issue. They just send letters explaining the reasons behind the credit reduction is the credit score ( the credit report score is lower because of their previous actions ). They claim that I can dispute if I find a discrepancy. I have expressed to Citibank CEO and Executive Response Team that by that time all 3 credit bureaus would have received the same information and it would again cause irreversible damage to my credit. This has now happened twice in less than 3 months, and I definitely feel that this is personal because of the original issue last XX/XX/XXXX. I will be filing a complaint/disputes with the Credit bureaus, tXX/XX/XXXX, the Department of Justice and Federal Reserve I expressed that I had been a long-time member of Citi bank and have never missed any payments, all three credit bureaus still report 100 % on time payments to all my creditors over past 7 years. I have NOT acquired any new cards, any new loans and am completely unsure why the credit limit was decreased the 1st time nor this time decreased again. Anyone would be upset as the amount owed vs credit limit is one of the equations used to help base credit scores. I asked the Citibank people to place notes on both card XXXX and card XXXX. They only offer for me to call the Executive Response Office after XXXX ( XXXX ) XXXX. This team of XXXX XXXX does NOTHING to help the issue or situation. THE ISSUE This reflects badly on all three of my credit bureaus. My credit report will reflect negatively if the original credit limit is NOT re-instated to the original amount. XXXX clearly stated that credit balance vs credit limit is one of the heavy weighing criteria that they use for the credit score reporting number. I am completely blindsided as to what occurred or took place causing this issue in the 1st place. I express major concern and empathically request it to be reversed. MY DILEMMA If this isnt corrected quickly once it adjusts with the credit bureaus it may worsen inside each credit bureau for months before corrections ever take place thus causing irreputable damage ( XXXX XXXX XXXX ). I have requested ( Executive Administrator assistant ) to hear my concerns and was asked to call the direct line ( XXXX ) XXXX after XXXX EST. I expressed that this is the third time in less than 1 year that I have had major issues and concerns with Citibank. I request it be escalated up to the Executive Administration or a Case Investigator immediately. I still have NOT been contacted back after leaving messages, emails and letters sent via USPS
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 405XX
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: Citicard has blocked my card since early XXXX because the " fraud department '' can not " authenticate '' me. As a result I now want to cancel my card and receive back a prorata portion of my annual fee ( {$40.00} ). But Citibank fraud department ( to which I am automatically connected ) refuses to do so, even though there are NO charges outstanding and card payments are completely up to date. Citicard has no problem " authenticating '' me when I make a payment on the card - I did so today. It is absurd that this bank makes it easy to take money from me but will not undertake the services for which I am paying. As a result my frustration makes me want to cancel the card ( I can not use it ) but they won't even allow me to do that. When I contact the fraud department they need to call me back. My home number is not an " acceptable '' number for that purpose. When the agent calls my business line the call does not go through. She is clearly working from home and has a technology issue. It is disgraceful that Citicard discriminates against military veterans in this way
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 110XX
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I opened a new savings account with Citi Bank in XXXX. I made deposits of : XX/XX/XXXX - {$6700.00} from XXXX XX/XX/XXXX - {$500.00} from XXXX XX/XX/XXXX - {$2500.00} from XXXX XX/XX/XXXX - {$440.00} On XX/XX/XXXX I transferred {$5000.00} from XXXX, which Citi Bank flagged as suspicious ( after accepting my {$5000.00} deposit ) and locked my account. On XX/XX/XXXX I received an email stating my account would be closed within 60 days. I have called Citi Bank numerous times and get different answers each time. I have been told twice, that {$0.00} was due to client. The lastest is that Citi Bank will send me a check for {$3100.00} within 10 days. When I asked about the rest of my {$12000.00} plus funds, I am being told that I must contact XXXX and XXXX for them to retrieve my funds, because Citi Bank will not mail me a check or return the funds to my accounts. It has been over 3 months now and I have not received any of my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 366XX
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
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 called an XXXX number which represented itself as XXXX XXXX gold members number. I book a ticket from XXXX to XXXX XXXX using XXXX XXXX. The agent, XXXX, said the taxes were split into XXXX amounts, due to being XXXX different airlines involved. Later he said that the {$740.00} charge was so ticket could be changed. Mileage award tickets can always be changed without a fee, only tax differences. When I called XXXX a few days later to change my flight, they had no knowledge of the {$740.00} fee. I called the fraudulent agency, XXXX, and on XXXX XXXX told me a credit would be issued. On XX/XX/XXXX he said he would provide a transaction ID for the credit the next day and it would take XXXX credit cycles to post. This never happened. When I called again he wanted me to cancel the dispute with Citicard, which I did not. I went through the dispute process with Citicard, and received notice XX/XX/XXXX that they were denying my dispute. I talked to a supervisor at XXXX on XX/XX/XXXX, explained the problem, she was rude and hung up on me. There are numerous consumer complaints against XXXX, and I think Citibank should have decided that the charge was fraudulent
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60656
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A