Date Received: 2023-05-24
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I submitted a credit limit increase for my Shell gas credit card online Wednesday XX/XX/2023. Because requesting one with a call representative results in a hard pull so I always submit mine via website online to avoid the hard pull and only receive a soft credit pull. Well for some odd reason I was still hit with a hard inquiry which was supposed to be a soft inquiry.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75043
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Citi Bank card was set up for automatic monthly payments. The bank account information was changed to a new account in XXXX of XXXX, they took payments from the new account until XX/XX/2022 then they tried to take XXXX payment out of the old closed bank account. They have been calling XXXX times a day XXXX days a week since XXXX stating they can take to payments out of any account they want. My attorney has contacted them to correct the account and seize any further contact which as still not happened.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55117
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Sears is already been paid on full I ask them to deleted they refuse same as XXXXXXXX XXXX XXXX XXXX XXXX XXXX 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: 94565
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: This is a letter that I sent to Citi on XX/XX/2023 following a call with a Supervisor in their XXXX Department. Background : Citi advised that their denial was solely based on the fact that I had charges before and after XX/XX/2023. They admitted that they never spoke with the vendor XXXX as indicated on my statement. I continue to state that I did not authorize this charge and have never utilized XXXX services. Then on a follow call, Citi verbally agreed to reverse their decision and credit me for the charge. The Supervisor acknowledged she could see my call earlier, but would not agree to review/honor the prior Citi employees finding to credit me the charge. not Citi has again continued to provide unacceptable customer service. *******Letter to Citi***** I am very disappointed to learn that Citi will not honor their verbal decision given to me today at approximately XXXX XXXX by the Citi Dispute Team to reverse a dispute decision and to credit me for an unauthorized charge on XX/XX/2023 in the amount of {$440.00}. The Citi Representative further said that I would receive a credit in 7-10 days along with an email to confirm this event. Can Citi pull up this recorded call to confirm? As I did not receive an email, three hours later at XXXX today ( XX/XX/2023 ), I called Citi to verify that the credit was in process. I spoke with a Supervisor by the name XXXX in the XXXX Security Center who confirmed the XXXX took place but advised that the dispute reversal/credit was NOT approved! Per XXXX request for additional information, below is a text from the vendor XXXX indicating that they could not find a charge from me on the card # above. ( This card was replaced following my initial call to dispute the charge ). Further, as I have stated, I did not use this card with XXXX or any similar applications so the tap authorization was NOT by me. I hereby claim that I did not authorize this charge and again request a credit from Citi especially in light of the fact that Citis website advertises that I am not liable for unauthorized charges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92870
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Back in XXXX, 2023 around the XXXX I was unable to login to my Citibank account. I called Citibank and was told my account was in the process of being closed and that once it was closed I would receive any funds owed to me. At that time I had {$1500.00} in my account all of it being from my Social Security check. On XX/XX/XXXX my Social Security check came in, I called to see if they had returned it because I had assigned another bank to receive it, but they lied saying they would automatically reject they SS funds, since they didn't return the SS check. I am XXXX XXXX XXXX, the only funds entering this account was my Social Security check and they are refusing to send me my funds. They also told me my account is being investigated for fraud which is ridiculous because my account only pays for XXXX purchases, my insurance and my credit cards with Citibank. I had been a customer for over 20 years. I've gone to the bank many times trying to get a check cut to me but to date all I get are notices that my account is being closed but they never send me a check. I want my money it's against the law to hold my social security funds according to Social Security whom I've contacted and told me they didn't reject the funds for XXXX 's payment. They're playing with my money while I'm waiting to get paid. This is an egregious form of elder abuse! I want my money back ASAP! I've not received any notice about my account being closed, yet, they send me notices that my credit cards and debits cards are closed but for my account I get nothing but notices that I have funds sitting there that I can't access!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94112
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-24
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: XXXX XXXX Citibank closed my account with no legitimate reasoning. Nevertheless, they placed a blocked on me being able to recover my funds in my account in the amount of $ XXXXAs of now the account is still closed and they have not given me my money they told me over the phone that I could go to the bank to recover my account funds. Got to the bank for the banker to say that I wasn't allowed to recover my own money without reasoning and that I had to wait on a letter and 60 days. XXXX XXXX I received the letter in which the letter states that I am able to in fact recover my money from a branch yet I still am unable to receive my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20020
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-24
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/2022 I made a Purchase using my Macys American Express card ... .which is doing business as Citibank N.A . I made a purchase in the amount of {$610.00} to XXXX XXXX XXXX which has no legal address ... .to do a website for me ... XXXX XXXX XXXX kept calling for more money to maintain the web page upward to {$1600.00}. the party calling all the time was XXXX XXXX employee for the XXXX company. Because he call so much ... ... I didn't wont the website even built ... .I Made disputes with Citibank N A Credit card company they refuse to credit my account. by the way... .no website was ever developed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55104
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-24
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/2023, I received a text from Citibank asking if I attempted to bill {$1500.00} in flights on XXXX. I confirmed I did not, and they opened a fraud investigation. They asked if I had any other charges I didn't recognize. I saw that there was a charge on XX/XX/XXXX for {$270.00} with XXXX. documentation they are a car rental company. I have never used them and also reported it was a fraudulent charge. Citibank sent me a new card. On XX/XX/XXXX I was checking my account and saw that I had another XXXX charge for {$270.00} on XX/XX/XXXX, same day that I closed my account. When I called to say that was fraudulent, they said that charge must have been pending when I closed my original credit card number. They closed my second credit card number and issued me a new 3rd credit card number. During this time I received some mailings telling me that I had started a fraud investigation and some emails. I also received numerous emails from citibank reminding me of due dates and offering me other products. I went to check my statement on XX/XX/XXXX and saw that the XX/XX/XXXX XXXX charge for {$270.00} was back on my statement. I was very surprised and saw that there wasn't an option to click that I don't recognize this amount. I called customer service and they informed me that I had a notification in my account issued on XX/XX/XXXX. This document stated the vendor said the charge was accurate and provided " compelling '' evidence that it was my charge. As I didn't even know I had a notification, they default reversed the fraud complaint and noted the investigation was closed on XX/XX/XXXX. I looked in my email, I have received 28 emails for due dates and product offerings since XX/XX/XXXX. This might not even be an inclusive number because I could have deleted some. However they did not manage to email me stating I had an action needed for this fraud investigation. This was hidden several pages deep in my online account. I looked at the " compelling '' evidence that XXXX provided to Citibank. While the name and home address for charge is mine, the IP address is in Georgia- I live in Pennsylvania. The email address listed is XXXX which is not my email address. Moreover, this charge was the same timeframe as fraudulent XXXX charges. When I talked to Citibank on XX/XX/XXXX, I said this is still fraud and I verify that I did not do these charges. I also emailed their fraud department, per their request on XX/XX/XXXX. They said they would reopen the case. I checked my account again on XX/XX/XXXX. The charge is still there. I called and did customer service chat. While they said, yes they will reopen the case they would not and could not provide me documentation that the case was " reopened ''. Specifically, customer service rep XXXX XXXX indicated I " would not be liable for the charges and interest ''. That said, it still on my account and due. They indicated that I should call XXXX directly. I also did this yesterday and told them it was a fraudulent charge. They indicated they would investigate. My understanding of my rights under the Fair Credit Billing Act is that they must conclude their investigation in 2 billing cycles. My billing cycles closed on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Their notification on XX/XX/XXXX that they had new compelling evidence is outside the 2 billing cycle time period of investigation. I have 2 issues : 1. This is fraud and should have been handled with more care by Citibank. 2. Their " communication '' process for notifying customers they need additional action is inadequate at best. Based on the several emails and mailings I have received from them in this timeframe, it is reasonable to assume that is the form of communication that they would use to contact me for additional information. This random notification several pages deep on the account portal with time sensitive information is not appropriate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-23
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: ( 1st dispute ) as I disputed this, SEVERAL TIMES XXXX ( where I was advised to send the email ) Name : XXXX XXXX Subject : XXXX Address : XXXX XXXX XXXX XXXX XXXX, GA XXXX Phone number : XXXX Acct number : XXXX Case # : XXXX Date : XX/XX/XXXX Amount : {$2700.00} ( XXXX ) My account, ending in ( XXXX ) was COMPROMISED, whereas SOMEONE DISPUTED MY VALID TRANSACTIONS! Therefore, once I was made aware, I DISPUTED the FRAUDULENT DISPUTES! I received a provisional credit, in the amount of {$7800.00}, to make good, on the valid transactions, that were disputed, fraudulently! I requested that Citi please reverse this debit, on my account, as there was NOTHING, for me to provide, additionally, as they were requesting, considering the transactions were FRAUDULENT! All of the transactions that were submitted, were FRAUDULENT, & the majority of them, were handled, as such! However, the transaction ( s ) in question, was not handled, as FRAUD, because CitiBank requested ADDITIONAL DOCUMENTATION, which they did NOT request this, for the rest of the transactions, included in the claim! I was totally confused, & tried to provide SOMETHING, per their request, & got nowhere! My claim was DENIED and I APPEALED IT, SEVERAL TIMES, only to end up with my account CLOSED, due to this negative balance, stating that I owe {$2700.00}, along with NEGATIVE REPORTING, to XXXX XXXX! My FRAUDULENT CLAIM was handled, as a regular dispute, though it was FRAUD! XXXX XXXX Done by : XXXX ( whom I thought finally understood my situation, as I had the HARDEST TIME explaining this situation, OVER & OVER to Citi representatives , who barely spoke, nor comprehended XXXX ) XX/XX/XXXX Reference Number : XXXX Amount : {$2700.00} ( I thought he understood, & Id be getting REMEDY, but that NEVER HAPPENED ) COMPLAINT : Ive been trying to resolve a fraudulent issue, with my account, since XXXX, & have gotten NOWHERE!! Ive faxed, documents, as well as emailed them, & still, NOTHING!! Im prepared, to take this further, due to the incompetency, within this bank, when it comes to communication, & resolving issues, for customers! Every time I call, which is often, I have to explain the situation, to the representative, as if you guys dont utilize NOTES, that you can refer back to, so that the rep knows whats going on, & the customer, doesnt have to KEEP repeating themselves, hence I shouldnt have to constantly contact you, considering I was promised, a call, back, SEVERAL TIMES! I was given SEVERAL promises, for callbacks, from supervisors, in both the customer service department, AND the centralized disputes unit, & NEVER ACTUALLY GOT A CALL, BACK!! So, NO, I wouldnt refer ANYONE, to CitiBank! I am demanding that CitiBank COMPLETE A THOROUGH INVESTIGATION, to this dispute, pertaining to XXXX! I am NOT responsible, for this, as Ive expressed OVER & OVER that my account was COMPROMISED, & FRAUDULENT TRANSACTIONS were completed, on MY account! This had RUINED MY REPUTATION, as Im unable to open bank accounts, & ALWAYS DENIED CREDIT, due to this reporting of ACCOUNT ABUSE! CitiBank is KNOWINGLY reporting this INCORRECT INFORMATION, as Ive been DISPUTING THIS, from the start! My leasing office contacted me, advising that I had a balance due, as my rent payments were CHARGED BACK! I instantly contacted Citi, regarding this, making them WELL AWARE, that my account had been COMPROMISED!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2023-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-23
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: Dear CFPB my grandson figured out my cell phone 's password and while playing video games proceeded to make XXXX charges with XXXX XXXX, and XXXX via XXXX in the amount of {$1800.00}. The charges were incurred from XX/XX/XXXX through XXXX/XXXX/XXXX. I did not authorize these charges and did not have knowledge that my credit card was being charged, until I received a statement from the credit card company on XX/XX/XXXX. I consider these charges as unauthorized, no different from fraud. When I received my statement, I contacted the credit card company and informed then of the unauthorized charges and asked to cancel the card. I also asked how this matter could be resolved and they told me to contact the vendor. I contacted XXXX, they asked me to file a complaint. After a few days, I was notified by XXXX stating that they would not credit or reverse the charges to contact my credit card company ( CitiBank ). While filing these complaints with XXXX and CitiBank ; XXXX notified us that an additional XXXX charges were made between XX/XX/XXXX through XX/XX/XXXX in the amount of {$2000.00}. I took the necessary steps to remove access to the device, but the damage was done. I was never notified that these charges were being accrued to my credit card. I have not paid these bills, and CitiBank has threatened me with credit reporting. I would like the CFPB participation in resolving this dispute if possible. I think that I should have been alerted of these charges the first day which they occurred and can not be responsible for unauthorized use of my credit credit card information. I can't possibly be the only consumer to have experienced this type of unauthorized charges. I look forward to your response. Regards, XXXX XXXX, XXXX, ( XXXX ) XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53144
Submitted Via: Web
Date Sent: 2023-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A