Date Received: 2023-06-13
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX, Monday. I called Citi, XXXX, on current statement ( bill due XX/XX/XXXX ) to make a payment. I have used the automatic system throughout the history of this card ( member since XXXX ) ; on statement ). I had made consistent payment and NO late payments. The automatic system could not find my account through phone verification ( this is the first account with CITI ), full cc #, full social security, partial SS #, bank account numbers and actual card number connected to this account. I USED touched tone and voice able. It connected me to a rep outside USA, and she tried to verify using the above, using my phone XXXX, another phone number for text " code '', security question, address. Rep stated she could not verify the account. I asked to speak to a supervisor in the USA and she stated it take a long time for a USA rep to be connected and I said connect me anyway. I got connected to the USA sup and she tried the same thing as above. No attempts were made to update phone number ( old number on file ), no attempts were made to update security questions on their ends. USA rep sup told me the last rep stated she send a letter with a verification code and I am to call back with this code. I TOLD her she never sent a letter nor told me about the letter and to listen to the recordings. I REQUESTED RECORDINGS of ALL ANY CONVERSATIONS, Still have not received and I REQUESTED NO LATE FEE ON MY ACCOUNT and the first rep and sup stated because we can not verify the account that is not possible. I REQUESTED THIS TO BE NOTED ON MY ACCOUNT. What is interesting to me is the system had no issue pulling up a NEW ACCOUNT, paid in FULL. This is the FIRST TIME I have ever experienced this and I have bank statements showing payment. This is unethical, demeaning, and horrible customer service USA and outsource.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 049XX
Submitted Via: Web
Date Sent: 2023-07-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
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: Granddaughter ( XXXX ) used her CR.CRD. w/XXXX - reached her limit. Then .... XXXX accepted more purchases and charged MY credit acct. totaling over $ XXXX. My disputes with Citibank/Costco have been denied. ( We share address ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92130
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
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 authorized a payment with XXXX XXXX XXXX XXXX for {$85.00}. I keyed in my card number in their website to make the payment. During mid of XXXX my credit card was hacked. So i had to request Citibank for a new card. My credit card was replaced ( Replaced card has the same card number but different CVV and expiration date ). During XXXX and XXXX, XXXX XXXX XXXX XXXX could not charge me because my card did not go thru. On XX/XX/XXXX, XXXX XXXX made 2 transactions in my card for each for {$69.00} and on XX/XX/XXXX i was charged {$74.00} on my Citibank credit card. My question to Citibank as well as XXXX XXXX XXXX XXXX was, how can my credit card be charged when i did not give my new credit card details to XXXX XXXX XXXX XXXX. I checked with XXXX XXXX XXXX XXXX and they still have the old credit card with old expiration date. The transaction should not go thru with old expiration date technically. Citibank is unable to provide an expiration on how the transaction went thru with incorrect credit card expiration date and XXXX XXXX does not want to reverse the charges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85032
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: This is a complaint for Citi Checking account. 1. Deposits are posted on the account after any withdrawals, causing the account to drop below XXXX, and as a result transactions are being returned to the sender. No one has been able to give me an answer on how transactions are posted. 2. Theres no way to make a cash deposit at an ATM. The ATMs I use for cash withdrawals are very limited, and they dont accept any type of deposit. 3. ACH transaction to fund the checking account from my other bank account takes 5 days to show up in my Citi account. In the meantime the funds in the other bank account are not available from day 1. 4. ATM fees from foreign ATMs are over {$7.00}. 5. Citi claims they dont charge overdraft fees, but they hide the fact they return the transactions unpaid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70131
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-14
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Please refer to previous complaint XXXX with the CFPB. A woman named " XXXX '' from Citi Bank Executive Office called my phone number ( XXXX ) XXXX at XXXX XXXX XXXX leaving a message of XXXX seconds. I was at work and could not receive phone calls. " XXXX '' message DID NOT resolve my issue of having restrictions of multiple verification hold placed upon my credit card account with Citi Bank. A woman from Citi Bank called ( and did not leave her name ) on XX/XX/2023 at XXXX XXXX XXXX leaving a message for XXXX seconds. Again, I was at work and could receive phone calls. The representative from Citi Bank did not resolve my issue of having restrictions of multiple verification holds placed upon my credit card. Citi Bank is evading the concern and repeatedly discriminating against me as a customer by continuously asking for my address ( abusive surveillance ) while utilizing skip tracing and workplace address and phone ( for purposes of harassment ). Citi Bank when the information has been provided over the phone to Citi Bank account representatives, Citi Bank account representative then deny my request for transaction - opting to repeatedly send letters requiring me to call to provide the same information only to have my credit card transactions declined by CitiBank. In Citi Bank 's response letter, Citi Bank lies about my phone number not being on file for verification purposes. It is the same phone number that I have used to request a new credit card as well to verify purchases. Citi Bank is discriminatory because they do not harass consumers who have savings accounts with the credit card company. Citi Bank does not harass consumers with low balances. Citi Bank does not harass XXXX and XXXX who have high credit scores. Citi Bank has made using available credit extremely hard despite me paying the minimal payment or more a month- not having been late with a payment in the current. Also, Citi Bank just started this process this year and did not restrict use of my credit card years prior DESPITE never going over my credit limit to the current. If the CFPB supervises Banks ( credit card companies ) to ensure these institution do not practice discriminatory practices to consumers, then why are these institutions and organization being able to be their on judge and jury in-house to solve discriminatory issues and unfair consumer business practices. Citi Bank continues the same practices and CFPB assists CitiBank with not resolving issues that many Americans frown upon even though CFPB has an Ombudsman... Congressional representatives should look into this Agency for XXXX XXXX XXXX with the financial institutions CFPB was created to protect consumers from.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 42104
Submitted Via: Web
Date Sent: 2023-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Dear, Consumer Financial Protection Bureau, I am writing to dispute one late payment entry on my credit report that was reported by THD/CBNA. The account in question is a credit card account that I have held since XX/XX/XXXX. These late payments were not intentional and were a result of unforeseen circumstances that occurred during that time. I have never missed a payment on this account, but due to financial hardship, a payment was made late. As you may be aware, the Coronavirus Aid, Relief, and Economic Security ( CARES ) Act was passed in XXXX of XXXX to provide financial relief to individuals and businesses affected by the pandemic. The CARES Act included provisions that allowed borrowers to request forbearance on certain types of loans, including credit card accounts, for up to six months. I was unaware of this option at the time and therefore did not request forbearance for my Home Depot account. Furthermore, the negative impact that these late payments are having on my XXXX credit report is causing additional financial hardship as it is impacting my ability to obtain credit at favorable terms. This is particularly concerning as I am now in a better financial position. I have now stabilized and have been making timely payments since then. I am therefore requesting that you remove these late payment entries from my credit, as they are not a true representation of my creditworthiness. I would like to bring to your attention that during my XXXX XXXX with the XXXX, I was a member of the Servicemembers Civil Relief Act ( SCRA ). Throughout my time as a Home Depot cardholder and military member, Home Depot has been very supportive of my military commitments, and they extended their support to me during my financial hardships and helped me get two HVAC systems for my home through The Purple Hearts program. I am a 100 % XXXX veteran, and I appreciate what they have done for me in the past. I would like to request that Home Depot remove the one late payment from my credit report in accordance with the Fair Credit Reporting Act ( FCRA ), which requires that credit reporting agencies and furnishers of credit information report accurate and complete information. If the consumer did not provide written consent to Home Depot to report to the credit bureaus, they may have grounds to dispute the accuracy of the information being reported on their credit report, and request that Home Depot and XXXX remove any negative information that was reported without their consent. I would also like to request that you confirm the removal of these late payments in writing and provide me with a copy of my updated credit report. Thank you for your time and attention to this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30122
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 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. Code 1681a - Definitions ; rules of construction - Exclusion.-Except as provided in paragraph the term " consumer report '' does not include -- any report containing information solely as to transactions or experience between the consumer and the person making the report ; 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 780XX
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I reviewed by Credit Report and noticed that I had 1 late payment in 2018 that I was never late on. I have never been late on any payments for the account that is closed ( Account Number starting with XXXX ) and also have never been late on any payment to another creditor. Please investigate and provide proof with statements showing that these payments were late. If proof can't be provided, I demand these payments be updated to reflect " on time '' as they should be as I was never late. Thank you for your time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85383
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I was never contacted or communicated about this debt account being charged off. When I disputed this account with XXXX the creditor returned and updated information therefore admitting error on their original credit reporting. The account was never removed as per my request in the original dispute. The collection agency never reached out to contact me about the debt. When I called to find out how to solve this debt, it had been sent to an attorney. Calling the office took more than XXXX calls to reach a person and so I emailed them stating my issues with the debt and never received a reply back for over XXXX days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: MACYS/CBNA was opened on XX/XX/23 without my authorization. Currently has a balance of {$0.00} and credit limit of {XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17602
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A