Date Received: 2023-06-26
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/23 I received a phone call from who I was deceived in to believing was a Citibank Employee. They called me from the Citi number ( XXXX ) XXXX. I was on the phone with them from XXXX XXXX- XXXX. During this time my account was hacked while I was on the phone and my password was changed, there was a {$2000.00} transfer from my checking plus account to my checking account, my email was removed from XXXX. I did not authorize any of these changes. I was on the phone while all of this occurred. The person who claimed to be a citi employee told me that there was a fraudulent XXXX payment made in the amount of {$2500.00}, and that the money was taken out of my account. They told me not to worry and that they would be working with XXXX to get this money refunded to me. In order to do this I was going to have to issue a XXXX payment refund to myself. They told me they were speaking with the XXXX supervisor XXXX XXXX, and they would be issuing the refund of {$2500.00} in to my account. They told me the available funds were {$1600.00} but were not reflecting on my account yet. They had me select myself as the recipient of my XXXX transaction. From my recipients list it said my name and had my email address. I selected myself and they told me the refund would reflect immediately once it happened. I started to issue the payment and saw that the name XXXX XXXX appeared under my email address. They told me that it was the XXXX employee who he previously mentioned who was authorizing the refund. My email still appeared under the recipient and I had selected myself from my list of payees. As soon as the payment was sent a {$2000.00} credit appeared in my account. Thats when I panicked because it was still short {$500.00}. The scammer said that there was a {$2000.00} limit on the refund and I would need to repeat the process again tomorrow to get the remaining {$500.00}. What I did not know at the time was that the scammers had transferred {$2000.00} from checking plus account in to my checking account. There was a thread of emails from Citibank that I never received while I was on the phone with them. They had access to my email account somehow and opened and removed these emails. There was one at XXXX from Citi indicating that my password had been updated. At XXXX there was an email from Citibank saying that my email address had been removed from XXXX. There was also an email from XXXX XXXX XXXX with XXXX with a confirmation number, even though i dont have a checking account with XXXX. And then at XXXX there was an email from Citibank saying that my {$2000.00} transfer from my checking plus account had been authorized. I never received these emails as they were removed without my knowledge. I just found them on the server a few days after the fact on accident while searching for other citi emails. They had been opened and deleted by someone else. I did not authorize any of these changes or moving of funds. The moving of the {$2000.00} made it appear that there had been a credit issued to my account when in fact it was just the scammers moving my checking plus amount to my checking account. This was fraud. Please help me get my money back. I need this money to live. How were they able to hack in to my account and make all of these unauthorized changes? I am beyond frustrated with Citibank as they have done absolutely nothing to help me get my money back. They told me to file a dispute and then just denied the dispute because i initiated the payment. It was made under false pretenses and i was scammed. Please help me. I have call logs, and copies of the emails that were accessed from my email account by the scammers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94578
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: I received two scam calls that i googled and appear on the black web. One of them was XXXX. After I received this call and hung up and blocked them, i received a second call from XXXX which is a local number to where I reside. They stated my social security number in the phone call and my home address. They stated I owed money on a citi bank card which i never even had. They told me that were coming to my house now to have me sign documents.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/XXXX i deposited a 3rd party check was funded but account was going to be closed. I already contacted Citibank regarding this situation me and the 3rd party already went to citibank to verify his identity to reals the funds I do have a email with you guys stating that he needs to be present with me to be able to release the funds. Now I am being told that the marker has to submit a claim to reals the funds to me I tried multiple times to get the marker of the check to file a claim with XXXX that's where the check is from and still no response they did ask the marker to verify the check with citibank and they did with fraud department as well. I need to know where are my funds and what is the next thing to do when the marker doesn't want to file a claim with XXXX because on there end it's been funded and citibank is holding it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89030
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Problem with customer service
Subissue:
Consumer Complaint: I finally received an insurance check from a car accident from From XXXX XXXX and it is a Citibank issued check. I called and spoke with a local Citibank branch ( XXXX XXXX, CA ph # : XXXX ) on Monday at XXXX XXXX today and spoke with a very rude person. I wanted to inquire if I could cash a check issued by Citibank and he stated no, despite the check issuer being Citibank. When I asked him the reason he rudely answered but was using terms I was unfamiliar with which led to me asking additional questions in which he became rude and upset stating Im not going to argue with you. I was shocked on how he said it because my intention was not to argue nor did I expect him to become upset. I did not expect such hostility for asking questions or clarifications. I thought I would have no issues cashing a check at a branch in which the check was written by the financial institution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92841
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: DO NOT BUY ANYTHING FROM BEST BUY I purchased an electric oven from Best Buy on XX/XX/XXXX. They sent me a receipt with a charge for {$1000.00}, but they charged my credit card {$1300.00}. When I purchased the oven I added a service called Totaltech, which costs {$190.00}. It is a protection service and offers help with appliances. When I received the oven ( XX/XX/XXXX ) I saw for the first time the oven company warranty, which included the services I was interested in. The warranty is not available on the site for the oven at Best Buy. On XX/XX/XXXX, I contacted the company to cancel Totaltech service. They told me that my receipt did not include the service and that I didn't have it. Another agent told me that I had it but had been canceled. Attach you will see the receipt that I got and the charge on my credit card. I don't care whether I had theTotaltech membership or not. I want my money back : {$190.00} and whatever taxes or charges were tagged along. I want them to refund me the difference between the charge on the receipt and the credit card charge. They are a horrible company with thousands of complaints at the XXXX and for some reason, they have an A+ rating. They keep sending me from one agent to another and making me wait for hours. I did manage to talk to an agent yesterday who said he could not make sense of the difference. He said that he would escalate it. Attached ( last photo ) is also a photo of the " chat '' I started at XXXX XXXX today ( XX/XX/XXXX ) and the current time at the top is XXXX XXXX. That is how long I have been waiting for an agent to show up. I have read complaints at the XXXX of people trying to get their money back still after a year. I don't want to deal with this for that long.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53211
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Best Buy/CBNA took me to XXXX County District Court Division and the courts ruled in my favor. Best Buy/CBNA continues to report the account on my credit as a Charged Off account and it is causing me XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27597
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
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/2023, I booked and purchased XXXX round trip tickets from XXXX to XXXX via XXXX XXXX. Upon completing the transaction, I immediately realized that I'd made an error and laptop had auto filled my first name incorrectly. I immediately contacted XXXX XXXX to make a correction ( their website states that corrections are allowed ). The representative informed that she could not correct the simple error and informed that she'd cancelled the tickets and that I'd receive a refund within 10-15 days due to me contacting within 24 hours. I asked for a credit, another solution but rep cancelled everything. I then went to my Citibank app and disputed the charges equally {$4800.00}. I followed up within days to explain the situation to Citibank and they informed that I'd need to break down each individual charge and they credited the charges and assured me that they'd begin the investigation. Numerous times I contacted and submitted information that I was asked for, however, Citibank continued to take XXXX 's side and expect documentation from XXXX via me informing that they'd promised me a refund, however, I'd explain again and again that XXXX refused to put anything in writing and I could only send snapshots of the conversations via XXXX XXXX and submit the information that name changes were allowed via their website. After approximately, a month or so, Citibank informed that they had completed their investigation, sided with XXXX and reversed the charges. I've filed complaints, spoken with XXXX from their executive complaint department and continue to get the run around. Now XXXX has sent me a letter alleging ( as they have numerous times ) that Citibank was given the refund thus a credit and that I need to contact them. Furthermore, XXXX also sent me a notification that they will give me a refund or credit if Citibank gives me a written statement that the dispute is finished, that I've been charged, and am paying the amount. I once again forwarded this to Citibank, spoke to XXXX in the executive office who informed that she'd assist and send me a statement and yet again, I've received nothing. In speaking to others, they've shared in these instances that their money has been refunded or credited to them by the credit card until the dispute has been " thoroughly '' investigated. I feel that this was not done and the blame was put on me. There was never an explanation as to why my disputed charges were allowed to be paid to XXXX. Why after being a customer for over twenty years, has Citibank not absorbed some of the funds and demanded that XXXX credit me?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92508
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX. XXXX NJ XXXX XXXX You are in Direct Violation of The Fair Credit Reporting Act ( Account Name & Number # ) has violated several of my rights. 15 U.S.C 1681 section 602 A. Clearly states that I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions. 15 U.S.C 1666B : A creditor may not treat a payment on a credit card account under an open-end consumer credit plan as late for any purpose. Remove these late payment and update this account immediately as you are in direct violation of several laws under The Fair Credit Reporting Act.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 083XX
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened an online checking account with Citi Bank following their website for a priority bank account which states following on their website. " Open an eligible Checking Account from XXXX - XXXX and earn a cash bonus of {$200.00}, {$500.00}, {$1000.00}, {$1500.00} or {$2000.00} when you complete required activities.1 To unlock your bonus, deposit qualifying funds within 20 days of account opening and maintain your balance for an additional 60 days starting at the XXXX day. Only new checking customers can take advantage of this offer. TO GET STARTED, CHOOSE AN ACCOUNT To enroll in this offer, you must apply directly from this page. Opening an account does not guarantee that you meet eligibility requirements. '' This was the similar promotion for month of XX/XX/2023 when I opened my account. I followed all instructions and they even confirmed me on the phone that all the conditions are met to get a reward. After speaking to the Citi agent according to them there is no offer attached to my account which is contrary to what they claim on their website. I feel they are not staying to true to their words
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75070
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: On XX/XX/2023, I hired a HVAC installer named XXXX XXXX through Home Depot to purchase and install heater. They offered to do the job at {$8000.00} with 24 months interest free financing offer. I took the offer as 24 month interest-free means additional 10 % discount given 5 % risk free rate. After the job is done, within a month, Home Depot sent out a credit card statement saying that I have a monthly payment due. I believe that was late XXXX. I immediately called the number at the statement, which turned out to be Citi 's credit card department. I let them know that I signed up for 24 month interest free promotional offer, and the agent confirmed the offer. I made sure that this is not an installment payment, but bullet payment without any interest as long as I pay the full amount in 24 months, which the agent agreed. However, with a month they sent out another statement in XXXX stating that I have a monthly payment due again. So, I called them again in the third week of XXXX, and made sure that I don't have any payment due, which the agent agreed again. I demanded written confirmation, and the company sent out a letter stating that this is a 24 month promotional offer, but didn't mention anything about monthly payment. Yesterday, on XX/XX/XXXX, I found another statement saying that I have a balance due with a late fee. I called again, and now they are saying that I have a minimum monthly payment due each month. I complained about their misleading statement and demanded them to listen to the previous conversation. An account manager listened to the files and admitted that their explanation was indeed misleading and not clear. They offered to waive fee but still asked for minimum payment, and I offered to pay for it as the account manager said there is nothing she can do to prevent minimum monthly payment. Throughout the entire process, Citi 's explanation was at best confusing and misleading. I don't think Citi or Home Depot should have taken such misleading offers to the customers. They didn't send any contract nor disclosed any expected monthly minimum payment before sending out statements, and even after receiving the statement, they failed to mention that there is a minimum monthly payment needed. I urge CFPB to crackdown on such misleading offer because I would not have taken the entire offer knowing that this is not 24 month interest free as they promoted.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94002
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A