Date Received: 2023-06-03
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: In XX/XX/2023, my Citibank checking account which is connected with an accelerated savings account was charged $ XXXX monthly fee for the first time. We knew from when opening this account and had enough in the combined savings and checking account to avoid any monthly or overdraft fees. We called and asked why this was charged however the representative was unable to answer why this was charged. They were happy to reverse this fee. However, there was no notification as to when this fee was charged and why we were charged this fee. This represents illegal fees without appropriate notification or explanation by Citibank and I am worried about my account and the XXXX of other account holders who are being charged these fees without explanation or notice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84103
Submitted Via: Web
Date Sent: 2023-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-03
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have had a long banking relationaship with Citibank that includes a Checking, Savings and several credit card accounts. When I applied for a Citi Wealth Management I discovered that Citibank has my citizenship information recorded incorrectly. I am a XXXX XXXX who is a Permanent resident. Although Citibank has copies of my passport, they have me recorded as a XXXX XXXX. Citi Wealth asked me to contact the banking arm of Citibank to have this corrected in their records since they use the same identification database. On XX/XX/2023 I contacted the Citibank customer service line to request this correction be made. However, I was told by a CSR, and then by a supervisor, that they are unable to make such a change. Particularly : 1 ) I had to wade through a multitude of prompts and holds since none of the options on their phone menus were about updating or correcting account information. After about 10 minutes of holds and transfers I got connected with a CSR. 2 ) The CSR could not understand the difference between a resident and a citizen. After consulting his manager, he wanted to send me a W8 from to fill out. I pointed out that W8 is for non-residents, and that for US persons a W9 is used. He offered to send me a W9. I pointed out that they already have a W9. He confirmed. However, he was still unable ( or unwilling ) to make the correction. I asked to speak with a supervisor. 3 ) A supervisor ( name given was XXXX, ID # XXXX ) came on the line and after I explained the situation he informed me that what I am asking is " not possible '' and that I would need to take my " XXXX '' passport to a branch. After explaining to him again that I am a XXXX XXXX who is a permanent resident of the XXXX, he claimed that my status as a " XXXX '' in their system is correct and that there is nothing they can do about it. He claimed that making a change would amount to " lying ''. After about 5 minutes of arguing, I asked to be transferred to another perosn. He said his manager " XXXX '' is busy and will give me a call back soon. When I asked about how to report a feedback or lodge a complaint of this customer service experience, he said I need to write a letter. have it signed and notarized, then send it via registered mail to Citibank. Clearly making it onerous for me to report my dissatisfaction. After hanging up, I waited for 24 hours but never received a call back from " XXXX ''. The issue is still unresolved. Citibank is basically violating IRS rules by maintaining false data and refusing to correct the information in their system and their employees have no training to understand or apply these rules.
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: 2023-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-03
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Citibank is engaging in unfair debt collection practices by utilizing harassing phone calls. They have called me in excess of the legal limit of 1 call per day per account, or 7 calls in a 7 day period per account. I currently have 2 accounts with citibank. Both are behind. 1 of the account I have a payment plan set up that I am current on. The other account I am 2 month behind on. For several weeks citibank called me in excess of the legal allowable limit. This is an unfair collection practice. When I inquired why they would use such practices I was told that I should expect it as I am 2 months behind. The employee then stated it was a robocaller that had been calling me excessively. I explained that does not give them the right to harrass me. And that if the company is to utilize a robocall system its parameters should be inline with the law. Utilizing technology does not exempt the company from complying with the law. They have since ceased their harassing phone calls however that does not change the fact they violated the law. If they are doing it to me they are doing it to countless others. They should be fined and held to the standard of the law.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2023-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-03
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I have an existing Citibank card. I got a XXXX card. I tried to add the XXXX card to my Citibank account. I was told that I could not add it to my account because the names did not match. I was told that in order to add the XXXX card to my Citibank account, I would have to remove my preferred name from the XXXX card, which would require faxing or mailing in proof of identity and getting a whole new card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95667
Submitted Via: Web
Date Sent: 2023-06-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-03
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: XX/XX/2023 XXXX I phone call was made to citi cards its say account can not be verified I would like them to delete this account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70737
Submitted Via: Web
Date Sent: 2023-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-03
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: XX/XX/2023 XXXX I phone call was made to citi cards its say account can not be verified I would like them to delete this account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70737
Submitted Via: Web
Date Sent: 2023-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited my payroll check in the amount of {$500.00} which at first I thought it wasn't accepted because I was denied access online to my checking account that I had recently opened online so I cashed the check at a local store nextdoor to my employer after receiving a email stating my checking account was being closed for unknown reasons with in 60 days then my employer contacted me stating the store was going to the police luckily my employer XX/XX/XXXX out of and they showed that the check had already been cashed so I reimbursed the store {$500.00}. And was able to keep my job after showing them the emails citigold bank sent me my boss showed me where citigold bank received the funds I contacted Citi Gold bank they was able to explain why I was denied access to the funds other than I supposedly violated the terms and my money would be mailed to me after 60 days 60 days went by I contacted the bank again and I still have not received my funds I don't understand how they can cash the check and immediately blocked my access to the funds because the check is real and they received funds from my employers bank I almost went to XX/XX/XXXXand almost lost my job and still have not received my funds from my paycheck for working 40 hours for my employer I've contacted the bank multiple times with no corporation towards me obtaining my funds I earned I don't know how they can do this legally
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 620XX
Submitted Via: Web
Date Sent: 2023-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-03
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Hello, my Citi Credit card had charged me today for a charged of {$680.00}. I didn't authorize anyone to used my credit card at XXXX XXXX Plus the charged today was more than what was the disputed amount which was supposed to be {$430.00} as you'll be able to see in the attached copies. The {$430.00}, was also charged back in XXXX bill which I paid the total balance. After going through my statements charges, sometime inXX/XX/XXXXI saw the charged in my citibank statement for {$680.00} I had already paid. When I called the fraud department they told me that the charged was {$680.00} but the store XXXX XXXX had giving me a refund for {$250.00}, which the disputed amount was {$430.00}. I went to the XXXX XXXX and the manager gave me all the receipts of the transaction which I have attached. The manager of XXXX XXXX said that once the person returns the machinery the deposit of {$250.00} is refund it to my credit card. The Manager said that the guy returned the machinery and did not used it and that's were the store issue a store credit for {$430.00}. I told the manager that I didn't authorize that transaction. Plus, returning the machine proves he didn't do any job so how is it that I got charged for something i didn't authorize? And how is it, that he was able to rent by just giving a credit card number that didn't belong to him. The card has been in my possession so that means he used my unauthorized number. The store aloud it. It makes me think they are used to doing this perhaps. The manager said that the guy used the store credits for different tools on different days. If you look at the receipts attached, the guy used the store credit for a XXXX XXXX sounds like a shampoo carpet and other tools. After XXXX XXXX gave me those receipts I called citibank and the supervisor told me not to worried because citibank had issued a credit and the case was closed. Today when I looked @ my statement I see a charged for {$680.00} that citibank had reversed. I had paid for the whole balanced today so I don't get fees charged. I called today and I talk to Supervisor XXXX ( XXXX XXXX, from Citibank dispute. XXXX said not to worried that he will appeal the case. I said to him that not only they charged me an authorized charged but also they charged me more than it was supposed too. I take care of my XXXX XXXX XXXX mother who's very ill and all this situation it's giving me more stress and I'm also ill and don't need more problems. If this is not resolve I will cancel this headache card. Citibank didn't even asked the store for the receipts or how did the guy used my credit card number? I believe this charged was not investigated thoroughly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34786
Submitted Via: Web
Date Sent: 2023-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-04
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: XXXX was charged for an amount of {$1600.00} for a healthcare service that ended up damaging me and cost me more money out of pocket. I cancelled the service early ( as there was more service previously booked ) and left the merchants home due to injury. I disputed the charge with Citi Bank, sent in proof of flights leaving the merchant, XXXX accommodation for time needed to heal before traveling back to my home, flight leaving back to my home, and an invoice from a local chiropractor from the damages done. I have provided ample amounts of proof for the dispute, while the merchant has none. Attached : -Proof of original flight. XX/XX/22 - XX/XX/22. -Proof of departure from merchant XX/XX/22. -Proof of XXXX stay. -Invoice proof of damages. The company resolved half of the issue, and is not assisting with the other half. I was told the other half would be taken care of, but now it just sits in my account is becoming a late payment. I have called multiple times, and each time I get a different answer. This other {$600.00} needs to be removed from the account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95822
Submitted Via: Web
Date Sent: 2023-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-04
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I had filed a complaint regarding this ongoing issue with Citibank. As of today they have not solved this and are ignoring all my communications to them. I need the loan returned to SBA and they are refusing to do so even after I have provided everything they have asked from me. Here was the original compaint and the issue I'm having : On XX/XX/2021 I had my SBA EIDL loan for {$23000.00} deposited into my Citibank checking account. Citibank immediately froze my account and I was told by their fraud department that they will have to investigate the funds. After about 2 months they closed all my accounts and said they will return the money to SBA. It has been over a year now and SBA has not received the funds back. My loan is still active and I'm due to start making payments on it. I've called Citibank dozens of times and spent hours at a time trying to get someone to help me figure out why they haven't returned the money and to provide something in writing that shows why and where my loan funds went. They refuse to do so and most of the time the representatives just hang up on me after spending almost XXXX hours at a time on the phone. Their call center is outsourced and it is very hard to understand and communicate with their agents and they are very unhelpful. They keep telling me they will need to talk to someone in the " back office '' and they transfer me there but either they hang up or I would just be on hold for hours without anyone answering my call. I went into the branch and they also have to call the same number and go through the same process customers do so going into a branch was no help at all. Please help me get my loan returned back to SBA. I don't want to be stuck paying a loan for 30 years that Citibank stole from me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95307
Submitted Via: Web
Date Sent: 2023-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A