Date Received: 2023-06-04
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: In XXXX of XXXX I received a call from a Citibank representative asking me if I had made some cash withdrawals on my Citi XXXX card at a XXXX in XXXX Hi. I answered " No ''. She recommended canceling the card and reissued me a new one. When I asked about the fraudulent charges she said that they would be transferred to the new card and after an investigation if it was found that the charges were fraudulent, the withdrawals and any accumulated interest charges would be removed. I was told the investigation could take up to 90 days and that the investigator would get in touch. A month or so later I received a letter from Citibank saying that the investigation was finished and that there was no fraud found because it was determined that my card chip had been present when the withdrawals were made at the XXXX in question and because I had not lost or lent the card to anybody, it was my responsibility. On XX/XX/XXXX I sent a letter disputing their determination and included my banks debit card records showing I was in XXXX at the time of the withdrawals. It has been 6 weeks now since they received the information and as of today I am still being held responsible for the fraudulent activity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 046XX
Submitted Via: Web
Date Sent: 2023-06-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-04
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: My online account locked by credit card company and I tried calling them during the covid times but they didn't respond to the issue. XX/XX/2022, I tried explaining this to Citi bank and requested them to remove the interest charges as its not my fault but they didn't. I received call from company executive team regarding the issue after I raised it from CFPB, they agreed that my account was locked and I re-registered the credit card but still asked me to pay the completed amount. I tried calling citi bank many times, they acted as if they don't care. I tried explaining the situation and resolve it but they were adamant and locked my account while I was on chat with the customer care. Even the executive customer service member was like you own a credit card you pay the bill, in the same call she looked at my log on records and told me about the re-register situation after customer service resolved the issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91303
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: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I had my life 's savings stolen out of my Citibank Checking and Savings account in early XXXX, 2023 from an imposter scam. {$1000.00} was stolen out of my checking account through a XXXX transaction. 5 days after Citi 's " XXXX day '' investigation, I received a form letter stating they would not return the money because it was part of my " normal banking activity ''. I appealed the case several times, always getting the same answer. On my last phone call to Citi on XX/XX/XXXX, the person who answered the phone said that checking account was shared with my daughter XXXX XXXX it is not. XXXX and I shared an account when she was in college and it has not been used for years - it is now closed. The agent then began giving me dates, names, and Transaction amounts for the XXXX transactions on my account. When I told her that wasn't me and to please screenshot where she is finding this information on my account, she told me she e-mailed me all of my past XXXX transactions from last year. The email never came. She then said she made a mistake and was looking at XXXX 's personal Citibank account ( which she should not have access to since I did not give her or know of the security passwords to get into XXXX 's account. She then told me she will transfer me to the investigation dept and they will be able to look up my " past XXXX '' transactions. When transferred, I received a recorded message " Due to unusual circumstances they can not take calls right now '' and an immediate hangup. When I called Citi the next day, I was told they could not have a record of my XXXX transactions, XXXX would have that ( despite the fact I told them I can see the transactions on my bank statement... ). Called XXXX, and they told me they do not have that information - that would come from my band. Called Citibank and again requested they provide my previous transactions using XXXX to comply with the letter of denial they sent - proving using XXXX was my " normal banking activity ''. They said they would send that information to me and all I received was another letter stating it was part of my " normal banking activity ''. They will not give me back the money stolen from me but can not back up their reasons with facts. I want the facts. I want proof that I used XXXX before XX/XX/2023. I had {$50000.00} stolen from my savings account. Did not get any of that money back. They acknowledged it was a crime, but I got a " so sorry, sucks for you '' form letter after several appeals. A letter sent to me on XX/XX/XXXX in response to my first CFPB complaint tried to explain their reasons for me not getting any of this money back by citing incorrect dates when the crime occurred and citing the incorrect amount of money that was stolen from me- they suggested I contact FBI, local police which was all done in XXXX. Letter was proof that they did not do a careful investigation since they could not respond with the basic, correct information. No response from Citibank addressing the mistakes. In XXXX when I realized I was the victim of a crime, I immediately put a lock on my savings and checking account. I took what little money was left and opened up a new checking account. All balances are now at {$0.00} and I was getting ready to close every account I have with Citi. Imagine my surprise on XX/XX/2023 when I opened my account and saw a deposit in my LOCKED Citi savings account showed a deposit of {$2500.00} ... Transaction date XX/XX/2023 XXXX ET - Posted on XX/XX/2023, Transaction Type : Adjustments - listed as " other credit ''. Called Citibank to ask who deposited the money. ( once again experiencing 1-2 hr " on hold '' wait times only to have calls dropped when transferred and have to start all over again ). Reached an agent who said they will respond to this in a letter. A letter came on XX/XX/2023 saying " Because your primary account has changed and electronic delivery of statements was not elected by one of the signers on the new primary account, we are unable to continue to deliver your band statements electronically. '' I have NEVER authorized a new signer on a LOCKED account. My daughter did NOT request to be a signer and this is NOT A NEW PRIMARY ACCOUNT. Called Citibank requesting who had access to my LOCKED savings account, how did my daughter 's name get on this and why is it being referred to as a " new primary account ''. After the initial call was dropped, the new agent gave me the number of the account fraud dept with an option number to choose, but that department was closed and I would have to call the next day. The next morning I called again, first call dropped after 30 min hold, 2nd call agent ended call saying I would get a " code '' in an email for something .... XXXX XXXX XXXX from the fraud dept said my other daughter, XXXX XXXX was listed as the new signee on the account. They seemed to have no idea how this happened and would investigate. Have not heard from Citibank since.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60657
Submitted Via: Web
Date Sent: 2023-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-05
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Citibank they close my account in our keeping my money they said it would take 2 to 3 months for me to get my refund
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06513
Submitted Via: Web
Date Sent: 2023-06-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-05
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I have have checking account at Citi Bank. My name is XXXX XXXX. I called my bank on XX/XX/XXXX regarding the check was cashed. Check date XX/XX/XXXX in the amount {$1300.00}. I wrote the check to my contractor. I was in a hurry and let the space : check payable to blank since I was not sure about name spelling. He reassured me he would write his name on the check. In XXXX I saw the copy of the check that was cashed and was surprised it was cashed with no name on it. Since we had some issues with contractors job I was concerned he may say I didnt pay him. I called Citi bank with the question how this check could be cashed without name on the check. I acknowledged I wrote the change and the amount was right. I was told it will be investigated and I will be contacted. Few months later I received the letter from the bank regarding completely different check in the amount of {$200.00} with I didnt even question? On XX/XX/XXXX I received a letter from Citi Bank dated XX/XX/XXXX with request to complete the form regarding fraudulent check. The following day, XX/XX/XXXX I received the email from Citi Credit card my automatic payment was declined since my account was closed! I called Citi Bank on XX/XX/XXXX, spoke with Fraud department. I learned my account was locked and I need to complete the form mailed to me. Form can not be emailed and my account will be locked until form is received! I was advised to go local branch. On XX/XX/XXXX I had to rash into Citi Bank in XXXX XXXX. Branch manager could not assist me. I called from the Branch to Fraud department again. I explained again check I question is a check I wrote. I dont consider it fraudulent but I was under the impression Bank should ask a person who tries to cash the check put his name on it. Fraud department representative gave me to option : close the case and my account will be open immediately so I can pay my bills or continue the case but my account will remain locked! This was outrageous blackmail! I had to pay my bills and I agreed over the phone to close the case. My account was open immediately. I asked fraud department representative for assistance in dealing with my declined payments. He told me it was my problem! Meanwhile my XXXX auto bill was declined and my XXXXXXXX XXXX credit card auto payment was declined! I had to pay late fee Citi credit card {$30.00} XXXX XXXX {$25.00}, XXXX {$25.00} I was not notified by Citi Bank in timely fashion about their intention of locking my account! I just learned about it when my payment was declined. This is unbelievable! They did not apologize and they owe me, not just late fees, all the inconvenience, going to local branch in XX/XX/XXXX. I am filing this complaint few months later since I had XXXX on XX/XX/XXXX and was recovering. I hope to hear from Citi management soon. I was with Citi for more than twenty years and considering changing the bank. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94015
Submitted Via: Web
Date Sent: 2023-06-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-02
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: In XX/XX/2022, Citibank closed my bank due to fraud concerns. They gave me no explanation or contacted me before closing the account. I have several accounts with other banks, I have no idea what those fraud concerns would be. When they closed the account, they sent me a letter saying I would receive a check with the funds in my account as of closing in XXXX to XXXX days. More than XXXX XXXX have passed and I have not received any of the funds in my account. I keep calling their customer service and they say they are following up but still no response as to the whereabouts of my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10001
Submitted Via: Web
Date Sent: 2023-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-02
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I called Citibank and let them know they ran my XXXX credit XXXX times on multiple days XXXX, and XX/XX/2023. I asked the rep why are they running my credit report multiple times and she arguing with me over the phone saying that they didnt when I have relevant proof. I asked Citibank to remove the multiple inquiries that they saying never received a credit report. I seeking legal action because I shouldnt have to argue with customer service when it is clearly showing on my XXXX credit report.They need to train the staff on how to handle things over the phone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94544
Submitted Via: Web
Date Sent: 2023-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-02
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: I do not know who opened an account with my name but with another address so best buy contacted me and they ask me about but I did not know nothing about so they sent me a letter where say that they took off all charges on my name month later they sent me a letter and they say that they going to do legal actions on me but I never used the credit card that they suppose I have.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20906
Submitted Via: Web
Date Sent: 2023-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-02
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: XX/XX/XXXX purchased new windows + installation XXXX XX/XX/XXXX received installation. The installation team provided by XXXX XXXX damaged my ( new ) windows and house during installation. Note : No measurements were done day of installation to ensure windows would fit opening properly. Afterwards, I received minimal project team support, limited communication, no inspection results, no communication w/ project team XXXX regarding full refund, a broken window before it was even installed along with a damaged frame, wrong sized windows and honestly an overall horrible experience. The XXXX were all too small, they forced the to fit with a XXXX. Installers had to bend frames. They damaged bricks with excessive force to get old frame out, made excessive holes in new window frame with screws. XXXX XXXX XXXX holes open in multiple places, ripped apart security wires from old windows and pushed the open wire down the window holes w/o taping off, stuffed paper towels down brick hole to fix brick hole after, placed screws to low creating puncture holes for water to go down walls. XXXX measurements were not done correctly -- too short and were supposed to be custom & were match measurements of previous windows. Standing water not going out weep holes. Called HD multiple times in XXXX, XXXX and XX/XX/XXXX for resolution, but response limited and no resolution. Never received inspection report. XXXX did independent inspection and fixed damaged made by installation crew to house due to the fact that nobody from XXXX XXXX sent someone over to fix the damage. I bought my beautiful house in XXXX in XXXX and trusted XXXX XXXX with my investment. Request full refund.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 760XX
Submitted Via: Web
Date Sent: 2023-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I applied for an " accelerate savings '' account with Citibank back in XXXX XXXX 2022 ( because it had a good interest rate for my savings ). I never asked for a debt card, and was never told I would receive one. One day I try logging into the mobile app to pay off my credit card, and before I could login it asked me for a debt card number. This is when I found out they were going to ship me a card, but hadn't received it yet. I called them, and they said it's probably in the mail still. I waited a week or XXXX and on XX/XX/2022, I got an EMAIL asking if I made {$5100.00} in transactions ( 13 total ). I was furious, because I never got a single call. The first transaction on this XXXX card was on XX/XX/XXXX. I disputed it, a week later it was denied. I contacted the XXXX XXXX XXXX XXXX department, and got in contact with deputy XXXX XXXX, and got a case ID number XXXX. He started working on trying to get camera footage at the XXXXXXXX XXXX XXXX XXXX XXXX they visited, because all the other places delete the footage in a stupid short time. I disputed time after time, eventually I tried to get Citibank to contact my deputy, they said to have XXXX call them. XXXX called them numerous times, and those stupid people said " no one but the card holder can contact us about the account ''. Citibank asked for numerous documents from me, and I sent them everything including a scan of my driver 's license. Eventually I went to speak to the XXXX XXXX XXXX XXXX XXXX manager for myself, and they said they couldn't give me the footage without a subpoena. I asked them if they could save the footage and just not give it to me, but apparently they wouldn't do that either. A while later ( maybe a month or two ) I find out the casino doesn't hold onto the footage for as long as the deputy was told ( 6 months ), but rather they hold onto it for 3 months. Currently I am on the 12th or 13th dispute with them ( I WON'T STOP ), and they deny every single time, saying I had the card in my possession, when I freaking didn't. I was promised I would get the full amount back and the case has been resolved, and I would get a check in the mail in 1-3 weeks. It's been over a month and a half now, and now they're saying I won't get it back. I am currently XXXX, I'm not even allowed in a casino! This bank has to be held accountable! I deserve compensation not just for the money I worked hard for, but for the time of mine they wasted! I've called them probably 100+ times since last XXXX. Update : I've started working with my deputy again ( XXXX XXXX XXXX 's department ). I will not stop bothering Citibank and the government until I get the money back that I worked hard for.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 982XX
Submitted Via: Web
Date Sent: 2023-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A