Date Received: 2023-06-22
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: My complaints about Citibank , N.A . : 1 ) On my XXXX XXXX account statements appeared the wording, About Interest Charges. ; How to Avoid Paying Interest on Purchases. ;. We will not charge you interest on purchases if you pay your monthly Citi Flex Plan Payment Amount plus your entire balance, excluding any Citi Flex Plan balances, by the due date each month. Based on this PROMISE, I applied for a Citi Flex Plan loan of {$10000.00}. The statements showed NO explanation of how payments would be applied. AFTER being granted a Citi Flex Plan loan additional new wording appeared on the XX/XX/XXXX statement, We apply any amount you pay above your Minimum Payment Due first to the balance with the highest APR, then to the balance with the next highest APR, and so on. This wording conflicts with the subsection How to Avoid Paying Interest on Purchases., as once the Flex Plan is paid in full, lower interest purchases can be left on the account, subject to interest charges. Whether or not intentional, this DECEPTION by Citi caused my Citi Flex Plan loan period to be reduced from the originally agreed term of 36-months to less than 12-months. This DECEPTION could also result in my owing interest on purchases in spite of Citis PROMISE, We will not charge you interest on purchases if you pay your monthly Citi Flex Plan Payment Amount plus your entire balance, excluding any Citi Flex Plan balances, by the due date each month. 2 ) Due to Citis FALSE statement above, and Citis FAILURE to explain how payments would be applied PRIOR to my being granted the Citi Flex Plan Loan, my purpose for contracting the loan with Citi was effectively negated. Had Citi informed me how payments would be applied PRIOR to the granting of the Citi Flex Plan loan I would NOT have contracted the loan, nor would I have incurred the interest generated by the loan. Citis FALSE statement and FAILURE to explain how payments would be applied, caused me to incur much higher monthly payments than planned for, resulting in a loss of income on my investment account ( s ). 3 ) On XX/XX/XXXX I called Citi about amending how payments were applied to my account. Their representative ( s ) told me Citi could not alter the way payments were being applied. Between XX/XX/XXXX - XX/XX/XXXX I called Citi at least 7 times ( over 3 hours 8 minutes call time total ) to express disagreement with how payments were applied. Also I asked that the Promotional Rate of 1.99 % on new purchases, which Citi advised me of on XX/XX/XXXX, be canceled so my Citi Flex Plan loan would not be rendered useless to me. Citi representatives said they could not cancel the special Promotional Rate but would not tell me why. On or about XX/XX/XXXX a Citi supervisor in AZ told me she would investigate the possibility of cancelling the Promotional Rate and someone would contact me, but there was never a callback or other contact. On XX/XX/XXXX in a 29 min 3 sec phone with XXXX XXXX Ext XXXX, I was advised the Promotional Rate had to be cancelled within 51 days. The cancelation period information was not disclosed to me previously.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32757
Submitted Via: Web
Date Sent: 2023-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I noticed that I wasnt able to get into my mobile app of my bank Citi Bank, around the last week of XXXX, estimated around the XXXX of XX/XX/2023. I called and a representative informed me that the dispute team department for some reason blocked my account but it doesnt say why. The representative had me on hold for almost an hour and he would check on me to keep me informed whats going on. The representative informed me that someone from the fraud team will give me a call in a couple of days. I didnt noticed a call on my end for a couple of days so I called and was told that my account will be closed. I asked why was my account closing and was inform by a different representative that he couldnt give me the information. I request to speak to a supervisor and the supervisor told me the same thing and mentioned about receiving a letter explaining why and hung up on me while in the middle of conversation. I received the letter in XX/XX/2023 but it didnt explain to me why my account was closing. I called on XX/XX/2023 and was informed by a different representative that I will be receiving another letter why my account was closing and the funds that was in my account will be be in a form of a check, which didnt make sense to me. Since the closing my account I have been struggling financially with paying my bills and this situation has caused me to be in a financial crisis.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31602
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Account was closed XXXX, account closed was not going to receive any type of deposits but bank still accepted ssi check and my job check. Now they dont want to give me my money
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19140
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I purchased back in XXXX some furniture from Wayfair, they had advertised 36 month 0 % APR on order over {$990.00} online order only. I ordered online and I applied for the offer. Citibank offered me the Master Card form Wayfair instead of the regular Wayfair. Instead I ended up getting 36 months with an APR of 9.99 % monthly. I tried to fix it and I got bounce back and forth between Wayfair and Citibank. I was on the phone for XXXX hours, I got the phone hanged up at me XXXX times and never got a call back. At the end they just told me there is nothing they can do. Neither Wayfair, nor Citibank wanted to resolve the issue. Misleading information, horrible customer service. Be very aware!!!!! I'll never buy anything else from Wayfair and I won't use Citibank ever again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33027
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I opened a checking account with Citibank Bank about 4/5 months ago : Card # XXXX XXXX XXXX XXXX. The account was suddenly closed for reasons, that I am still not sure exactly why. At first, they said it was for an invalid check that I deposited. But when I provided proof that the check in question was a certified check that was issued to me by XXXX XXXX, they recoiled and said it was an error on their part. Nevertheless, the account remained closed and the XXXX XXXX XXXX amount I had into the account is still into their possession 3 months past the closure of the account. About a month ago, they released a portion of that amount {$3200.00} and at this hour they still have {$2700.00}, which they have not yet released. I have called them countless time, only to be told that they have sent emails to their " Back office '' and that they are still waiting for a response. It has been 3 months since my account was closed for some bogus reasons and Citibank have not yet released the funds I had into this account. I have exhausted all talks with them and I am now seeking help from a higher concerned instance in order to have my funds released. My funds were sent to " Risk Deposit '' Account, and after talking to them numerous times, I conclude that, this department operates like a fraud scheme department, attempting to steel your hard earned money by claiming that your own money is not yours and that it belongs to them. They are very sleazy, and sneaky.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11226
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2023 I responded to a Citibank Promotion. I opened a savings account following the link provided. I deposited {$100000.00}. the next day. The promotion was for {$5000.00} if I leave it in the account for a specified period of time. I call the bank on XX/XX/2023 to find out when I can withdraw my funds. I was told after a long time on hold that there was no promotion on that account. I requested to speak to a supervisor. They said they didn't see any promotion. I then threatened to bring a lawsuit and close all my accounts.At that point the supervisor said " Oh wait i have good news, there is a promotion and I have meet ALL the requirements and can withdraw the money. She said the funds will be deposited on XX/XX/2023. I told her that Citibank will not allow me to transfer all $ XXXX in one months time.She said just initiate a transfer from your bank. Which I did that day. I called back XX/XX/XXXX and they said there is no promotion on that account, that took XXXX minutes.I asked to speak to a supervisor who said that I didn't fund the account within the 20 days I was allowed. I told him, is name is " XXXX '' that funded it the next day. At that point he said he would have to send it in for review. He got his information form the first review which was incorrect. I am fed up with their incompetence and downright deceptions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94609
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: This is my second complaint about the same matter. The first was XXXX. Both complaints are/were against Macy's/Citibank. The first complaint was filed on XX/XX/2023. On XX/XX/2023 Macy 's responded in writing admitting fault in a wrritten letter. Macy 's stated that it was totally at fault, apologized, and said it would correct the erroneous negative information with the three credit bureaus. I then joined a credit monitoring service through my bank, XXXX. Apparently one of the credit reporting services corrected the negative late pay and charge off information and my credit score improved slightly though the late pays still showed in my XXXX score. After a month of no action by the other two companies I requested new credit reports and confirmed the negative information on two of the three reports. When I call XXXX I was told that not only had they received nothing from Macy 's to correct the negative information that Macy 's had submitted negative information as recently as XX/XX/2023, ten days after their letter admitting fault. These actions and erroneous reporting of negative information I have attempted to correct for nearly seven years. The only positive result I have received was when I filed my first complint with this agency, however the problem persists. Thanks again for your help. XXXX XXXX
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: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I was offered a promotional deal/discount from Home Depot . {$25.00} off initial purchase if you applied/got approved for a CITIBANK ( Home Depot ) card. So I applied, got approved, and made a one-time online ( Home Depot ) purchase. But I never received a bill, nor credit card, from CITIBANK... so I was only able to use the card once. The only thing I ever received from them was an overdue bill notice via email. The email gave a phone number to call for questions regarding the notice. But when I REPEATEDLY called, the automated prompt asked for either a credit card number or last XXXX digits of your social security number to continue. I punched in my social security number ( never received the card, so I didn't have a credit card number ), but got a response stating my account had been cancelled ... and was promptly disconnected. Seriously, how can you pay a bill if a company ( CITIBANK ) never sends it?! So I ended up filing a XXXX complaint against them. ( I paid for the purchase, but refuse to pay a late fee & interest. )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 934XX
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
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: This complaint is against Citi Bank, which owns Shop Your Way credit card. On XX/XX/XXXX, there was a fraudulent charge of {$1800.00} made by a scammer XXXX party named XXXX aka XXXX XXXX, that purposely misrepresented themself as XXXX XXXX hotel when I made a reservation by phone. As I became frustrated and livid by the incompetence of the many Citi Bank employees whom I spoke to in the XXXX XXXX XXXX for my claim of fraud, in the XXXX XXXX XXXX, and finally in the XXXX XXXX XXXX, I contacted XXXX, and the MERCHANT REFUNDED the {$1800.00} in full to CitiBank, which left my balance at XXXX dollars. I had paid my account balance in full to Citi Bank, with the exception of the disputed amount. I have spent from XXXX trying to get my account corrected. I have literally made approximately a dozen, if not more phone calls and spoke to various people in the afore mentioned departments. The person whom I last communicated with was XXXX at the XXXX XXXX team. He can be reached at XXXX. After speaking to him in detail about my issue, I received notification on XX/XX/XXXX that read : Please accept this letter as confirmation that we have credited the disputed amount of {$1800.00} to your account ending in XXXX. We have also adjusted interest charges totaling {$2.00} associated with this sale. The next time I checked my account, the {$1800.00} was still showing on my account. Therefore, I contacted XXXX again on XX/XX/XXXX. He did not understand why the {$1800.00} balance was still on my account and opened another case so that he could contact both the people from XXXX XXXX and Billing Disputes to work together to get the {$1800.00} off of my account. Well, the result of my inquiry was a subsequent letter, dated XX/XX/XXXX, stating : We understand from our phone conversation on XX/XX/XXXX, that you dispute the current balance on your account of {$1800.00}. We have reviewed your claim and determined that you are responsible for this portion of your balance. The notice then went into debits and credits that they INTERNALLY computed on my account. If the fraudulent charge was refunded in full to the bank by the merchant, and the BANK erroneously computed the figures on my account, it is THEIR error and it is NOT my responsibility to absorb that error!!!! I spoke to XXXX again on XX/XX/XXXX to discuss the XX/XX/XXXX letter and the gist of his answer was that the buck stopped with his department, there was nothing further to discuss, that we were going around in circles, and he was terminating our conversation. This XXXX action of Citi Bank is beyond words, and something needs to be done to rectify this situation!! I can not conceive of the bank trying to hold me responsible for money that has already been fully refunded to them by the merchant! The stress of this continuous battle with Citibank has caused me severe emotional and physical distress. I suffer from a medical condition that is triggered by stress! I am a XXXX XXXX XXXX federal retiree, and my only income is my federal pension. This only adds salt to the wound. I paid the minimum amount due on this fictitious balance to prevent reports to the credit bureaus and negatively affect my XXXX score. PLEASE HELP me resolve this issue and get the {$1800.00} balance removed from my account!!! Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: As a longstanding Citibank client, I'm deeply disappointed with my experience. While on vacation in California, my card was declined during a purchase. I called customer service, disputed the charge successfully, and went through identity verification. However, the next day, the card declined again and again, four days in a row. During my most recent interaction to solve this, I was asked irrelevant questions about additional accounts, including an account number I couldn't recall. I am on vacation and it is difficult to retrieve random documents unrelated to the issue at hand. Despite providing the necessary verification information, the representative declined it all and disregarded me, instructing me to visit a branch for information retrieval. He took my phone number and promised he would call me back. After a half-hour trip to the branch, I discovered it was closed, and my card was already retained with a letter dispatched to my mailing address. He did not call or tell me that all branches were closed for XXXX, even though he knew. This abuse of authority was unacceptable. When requesting to speak with a supervisor, I encountered dismissiveness, confrontational behavior, and arrogance. Despite my attempt to clarify the actions of the previous representative, she aggressively disregarded me and instructed me to get the letter, even though I can not retrieve it. Although I provided accurate responses to all verification inquiries, the representative declined to offer assistance and terminated the call. Subsequent attempts to contact Citibank resulted in the phone being hung up in my face, as if trying to humiliate me. The disregard for customer concerns and the air of superiority displayed by Citibank 's representatives are unbelievable and disgusting. It's disheartening to witness such a negative reputation and a lack of empathy from a renowned institution.This is the promise of Citibanks customer service- do not help your customers, no matter what.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37027
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A