Date Received: 2023-06-07
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: Trying to use the customer chat bot is a joke!! Its ineffective and frustrating. The limitations of its answers are terrible. The answers given are NO help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98335
Submitted Via: Web
Date Sent: 2023-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I tried to transfer money from my account. I was told that it had been labeled inactive, so it needed to be reactivated before I could access my funds. I was told that i need to send a letter to a XXXX XXXX office to process the request. Thta was a week ago. I have been on the phone with customer service daily. No one can tell me if the letter has been received or processed or when I might be able to receive my money. They provide no help at all and refuse to put me in contact with someone who can. There is an urgent timeline, as the money is needed in two weeks to close a home loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84651
Submitted Via: Web
Date Sent: 2023-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Citibank didnt give the dates but I have the amounts that were taken from my account unauthorized in Nevada USA such as followed : {$1000.00}, {$1500.00}, {$1000.00}, {$250.00}, {$250.00}. Also I was supposed to pay my landlord for my monthly rent payment and I sent out the amount of {$2100.00} and someone stole it from my mailbox and was cashed by potential thieves. Citibank told me that Im responsible for all of this but they dont give me all the necessary paperwork to follow a complaint with the city police. I hope you guys will help me with this issue. Thank you and XXXX bless you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10461
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Unable to get your credit report or credit score
Subissue: Problem getting your free annual credit report
Consumer Complaint: Hello I believe that I tried to purchase a tv, from Best Buy and tried for their store credit card, and believed that credit score was low at that point of trying out for the purchase
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33023
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Unable to get your credit report or credit score
Subissue: Problem getting your free annual credit report
Consumer Complaint: Hello I believe that I tried to purchase a tv, from Best Buy and tried for their store credit card, and believed that credit score was low at that point of trying out for the purchase
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33023
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Hello, I carry a card with Citi, my available credit card limit is 3x the amount I intended to charge. I notified Citi that a large amount would be charged ( purchasing appliances ) via their app I received confirmation this was good to go. Upon purchasing, my card was declined. I responded to their text promptly confirming if this transaction was me and was notified my transaction was declined. I have called 4x to attempt to call and resolve any confusion and was told because I do not have a landline, a work phone number my account will now be locked for 10 business days awaiting a letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50317
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: We opened a The Home Depot brand Citibank credit card in XX/XX/XXXX, which had a 24-month 0 % APR promotion. We bought some appliances and set up our autopay to pay the balance off in 24 months. 21 months later, XX/XX/XXXX, I checked the card to make sure it was going to be paid off soon and saw almost {$2000.00} interest accrued on a {$6000.00} purchase. Upon calling customer service, Citi confirmed there was an error that set promotional period to 6-month instead. Citi said a request was filed to correct the error and remove the interest fees. The adjustments will show up in 2 statement cycles. XX/XX/XXXX, I called back to confirm that the adjustments were still going through and Citi said there was an issue in the " back office '' and they needed to file a new request. After a few more weeks of back and forth, escalating to supervisors, they finally figured out what needed to be done BUT it is now passed a 24-month restriction to correct this issue. I continued to escalate the issue until I got to a supervisor 's supervisor, who spent almost an hour researching into the situation. He acknowledged that Citi made a mistake on the promotional period in XXXX and then the handling of the correction in XXXX. He filed a formal complain ( ID : XXXX ) against their own back office for mishandling our requests until it was no longer within the 24-month restriction period. However, at this point, the Customer Service " Ops '' team can no longer rectify this issue so he had to transfer me to an " Executive Response '' team, who has more authority. I filed a case ( ID : XXXX ) with the Executive Response team and was told an " officer of the bank '' was going to reach out in 2-5 business days. After almost 2 weeks, their response was basically " you should have caught our error earlier ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
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: in XXXX I was looking for a moving company to move my sister 's storages our of XXXX, Colorado to XXXX NC. I found XXXX XXXX and after speaking to XXXX who was their contact, he convinced me they would give us the best rates If we signed agreements ealy -move was not until XX/XX/XXXX. ) So I paid him deposits upfront and then just waited till few days before move when XXXX contacted me and asked for {$1500.00} more money and said it would be added toward total moving costs of {$5000.00}. So I paid then on day of move when my sister was at storage a truck shows up and says they are XXXXXXXX XXXX from New Jersey. And they demanded {$3200.00} or they would not load truck. Said they were not a part of XXXX and that they were just brokers. We were neve told this. I looked and saw dozens of complaints on their fraud on XXXX website and sent them to Citi dispute center. They just seemed to ignore what frauds this company is. I paid them thousands more yet only asked for part back. I am writing Attorney General of Florida- they should be shut down. The new moving company then demanded another {$3000.00} to deliver it so I spend {$10000.00} instead of {$5000.00}. Ask XXXX why we were not told who would be moving us. I could have gone to them directly and not paid XXXX {$3000.00} for nothing. They hold you XXXX because they have your money and its too late to cancel the day of move when you realize they are cons. The charge date was beginning of XXXX XXXX XXXX for last {$1500.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
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 purchased a pair of shoes on XX/XX/2023 from XXXX using my citibank credit card. XXXX is a company that is supposed to act as a middleman to verify the authenticity of shoes. When I received the shoes I tried to verify them myself and I determined they were fake through using a verified XXXX channel that compares real vs fake shoes. The shoes I received were consistent with the fake pair the XXXX was displaying. I submitted a claim to XXXX within their 3 day guarantee they denied it based on saying I did not submit the correct pictures. I believe that this is impossible because you can not click submit on the form until all the requirements are satisfied. Then I tried to resubmit this claim with the shoe company and they denied it. This is when I escalated it to citi bank. After their investigation and receiving information from the shoe company, Citi gave me about a month to respond. In all honesty I had drawn up an email to Citibank on my phone with all the requested information and believed I sent it. However about a month after I thought I sent it I checked the Citibank phone application and they said they never got the email I sent and ruled in favor of the merchant. After asking them to reopen they declined, and now Im responsible for paying to fake shoes that I bought from a company who are supposed to verify that shoes are legitimate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75082
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Citi Bank closed my secured credit card and I always paid it on time I had the account since 2019 I have nothing to show they closed my account except I was told over the phone after trying to make a payment that it was closed on XX/XX/XXXX but no explanation as to why.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90277
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A