Date Received: 2023-05-21
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: On XX/XX/2023 I was contacted by Citibank. Evidently our account was 30 days past due. Why they didn't reach out to us before it ws 30 days past due, I am not sure since we have never missed a payment. However, in speaking with them, it turns out we were switched to their estatement system. We never signed up, despite their claim that we did in XX/XX/2023, for estatement. We don't use ANY estatements to pay ANY bills because of the chance of them ending up in junk emails. It turns out our last two statements were send via email and that they were never seen because they ended up in junk email. I don't check junk emails as, they are junk. They are automatically deleted and there was no reason to check them. Again, we never signed up for estatements KNOWINGLY. My guess is that on the website, it is an opt out if you make an online statement. Either way, it was on Citibank to contact us via another method if we missed a payment and they failed to do so until it was already 30 days past due. I take our credit history seriously and this has damaged our credit history. I spoken with Citibank and they indicated that due to the situation they would and could review it and reverse it. However, in my experience this doesn't happen. I am writing because when I filed the request, Citibank wasn't even aware that this was an option ( despite the fact that their own employees told me about it ). It has now hit our credit rating and damaged our credit. We have an excellent payment history with Citibank so i believe they should reverse this ASAP. I have notified them by phone, put in the request and put it in writing as well but, in my experience, credit card companies rarely do the right thing and, based on my conversation today, I doubt they will here as well. I want 1 ) Citibank to remove the report to XXXX ( and the only way I found out is I monitor my credit reports ) 2 ) Do so immediately 3 ) For long term customers they should reach out by phone before the 30 day window occurs because it damages their customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94534
Submitted Via: Web
Date Sent: 2023-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: My issues with Citibank started approximately four years ago. Identified approximate {$60000.00} with a fraudulent charges in XXXX using my card. In addition to these charges, the perpetrator of fraud gained access to my checking account making electronic payments to Citibank. The amount criminally withdrawn from my account was approximately {$18000.00}. In addition to the charges and checking account issues, my email, phone number and address were changed making access to my account near impossible. I made many attempts over a period of six months to communicate with Citibank to correct and reverse the fraudulent charges. It was clear the representatives felt I was the perpetrator of the fraud. Unfortunately, the Citibank representatives failed to make any corrections to my account. I was only able to make headway after having an extended chat on the Citibank website. It was a day after this conversation that a US based representative was able to initiate the investigation and soon the issue was resolved. Given the poor customer service at Citibank, I chose to not activate nor use replacement Citibank cards. Approximately 2 years ago, I was contacted via letter and phone by Citibank informing me of a balance due on my account. This was not the account number for any of the replacement cards sent me from the prior fraudulent charges. I called the Citibank representatives numerous times over several months and eventually the charges were reversed. It was my understanding this situation was resolved. However, I began to get phone calls and letters informing me of overdue charges on my account which was supposedly corrected. Again, numerous phone calls were made informing them of the prior fraud issues and these were likely more fraudulent charges. Despite these phone conversations I began to get repetitive phone calls, texts and letters regarding the overdue balance. Eventually, after many hours on the phone, I made contact with a representative who acknowledged the error at Citibank. The issue was related to service fees for the overdue fraudulent totally approximately {$300.00}. I was told this would be reversed and the issue rectified. Not long after this I received a letter from a collection agency for this {$300.00} balance. In addition, I found my credit rating dropped from approximately XXXX to XXXX. When calling the credit bureau ( XXXX ), they said Citibank sent negative credit rating for severely delinquent payment on the fraudulent charges and fees in my name. The collections company helped with getting the charges reversed by Citibank as they were known to be fraudulent. However, Citibank did not correct the issue with the credit bureau. More phone calls have been made without success or finding someone who has been able to make the changes to the credit bureau report that obviously need to be made. I filed a dispute for the second time with XXXX. They sent this to Citibank for review and I received a letter yesterday noting Citibank felt the negative report was accurate. I have run out of patience with this matter. Citibank is unresponsive, incompetent and negligent. A recent attempt to get financing for a garage renovation was rejected due to the Citibank negative credit bureau entry. I have not had any issue with credit in 45 years. My income yearly exceeds {$800000.00} and I always pay on time, pay balances to XXXX monthly and usually pay off loans early. Citibank has severely impacted my credit worthiness due to their reckless practices. I have retained an attorney and plan to sue Citibank for damages. I would appreciate your assistance in punishment for their incompetence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75002
Submitted Via: Web
Date Sent: 2023-05-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-21
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/XXXX my debit was locked and I was alerted I needed to call and verify transactions on my account I gave a call to Citibank and verified myself and my account transactions and the block was lifted from the account. On XX/XX/XXXX I tried to use my card and my transaction declined I once again gave a call to citi banks customer service who notified me that there were no issues with my account and it XXXX have been the merchants system. I then proceeded to go into the branch located at XXXX XXXX XXXX XXXX XXXX IL. Where I was then told that there was an alert on my account and they could not service me they had to reach out to the XXXX XXXX department from then the XXXX department informed them that I had to wait on a letter in the mail. considering that this situation happened before just a few weeks earlier I informed them that I had never received the first letter in the mail and I waited XXXX weeks although I had received my bank statements and other correspondence just no letter with a reference number and I am now being put into a financial hardship because they are rejecting my bill payments. And I have no access to funds The department then told me there was nothing they could do and I must wait for the letter. I reached out to citibanks ethics department and XXXX team once again to get a resolution to the issue. I waited until XX/XX/XXXX no letter had been received I reached out to customer service where I spoke with XXXX different representatives who verified my identity as well as my phone number asked me about transactions on my account which I then verified and lifted the block on my account while I was on the phone with citi banks customer service I was able to use my card at a nervy gas station. On XX/XX/XXXX I attempted to use my card at a restaurant for food my card then declined I reached out to customer service again and was told that there was a block on my account they asked for my phone number I provided my number which is on my account they told me they were unable to verify my phone number and asked had I received a letter with a reference number I informed that that I had not received any letter with a reference number for this situation or the previous XXXX and I had just been verified on XX/XX/XXXX I was then told I had to wait for a reference letter and the call was disconnected. I reached out to citibanks XXXX office and spoke with a account analyst by the name of XXXX on XX/XX/XXXX who advised me that I needed to go in a branch with an id with my current address, a utility bill, and my debit card I explained that I recently moved to a new state so I have a temporary id she ensured me that was ok and to go into a branch with my verification documents to lift the block on the account and she will send the branch XXXX an email notifying them of the issue. XX/XX/XXXX I drove XXXX hours from Minnesota to Illinois and went to XXXX XXXX XXXX XXXX XXXX Illinois and provided my temporary Minnesota XXXX card, my passport, XXXX utility bills and presented my debit card the senior banker XXXX XXXX verified my identity verified my documents and then reached out to the fraud department she spoke with a fraud XXXX who had her scan and email the documents over the XXXX then asked me to verify transactions on my account which I did and then asked for my phone number to send me a XXXX time code which I provided and verified. The fraud XXXX then told myself and the banker to wait about an hour and have me return to the branch as the block would be lifted. I waited an hour and a half and proceeded back to the bank where I was told the block was still on the account. I then reached out to the citi banks XXXX team and spoke with account XXXX XXXX as him and XXXX worked together to resolve the account issue he told XXXX that she needed to notate my account stating that I had been verified and then give fraud a call and then the block would be lifted she explained to him that she had just spoken with fraud and verified everything and was told the block would be lifted XXXX then proceeded to note the account. While waiting for fraud to respond the bank XXXX took over the issue and also verified my identity and my documents I was then told by XXXX that fraud needed to review my documents and they werent sure how long it would take to lift the block on the account. XX/XX/XXXX I received an email saying that my account would be closed within XXXX days if I needed funds sooner I must call the number on the back of my card or go into the branch. I called customer service once again and explained to them that I had verified my identity in the branch and if they could close out the account so that my funds can be mailed to me they informed me that the account was under review and it takes XXXX days to close the account if I wanted the account closed sooner I can go into the branch and verify my identity and have them reach out to fraud. So again I returned to XXXX XXXX XXXX XXXX XXXX il and informed them what I had been told the bank XXXX reached out to fraud to assist with closing the account after informing fraud that my identity had been verified they then asked to speak with me and asked for my phone number which I provided they then told me they were unable to verify my phone number and couldnt verify my identity and proceeded to ask about the letter with a reference number that was still not received I explained that the letter had not been received and I was told to come into the branch I took all necessary measures I was told to do and verified my identity in person they then told me the account was under review and the couldnt close it because there was a block and I had to wait XXXX days to receive a check in the mail. Ive reached out to the XXXX office numerous times since then and now no one is returning my calls. This has created a complete financial hardship and I have now recieved a failure to pay and eviction notice from my apartment complex I cant pay any bills because I dont have access to any funds. I didnt commit any fraudulent activity on my account I verified my identity and account information countless times via phone and in person
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55902
Submitted Via: Web
Date Sent: 2023-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-21
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I have had Citi double cash credit card. I have closed the account when I had - {$120.00} balance. I had asked them to send me the {$120.00} as check and close the account. They have agreed and promised me to send me the check in 2 weeks or 10 business days. I have not received the check after 2 months. I have called them again and they said they have sent the check but I never received it. At this time, they said that my dispute with a particular charge was returned and found me liable for {$39.00}. I have agreed to pay that amount once I receive the {$120.00} check. They have put a note to the account that " I will pay the {$39.00} once I receive the {$120.00} check ''. They promised to re-issue the check and send it to me saying that I should receive it in 2 weeks. After another 2 weeks, there were still no check received. I have called them once again and asked them to speak with a supervisor. They have given me an " account manager '' who told me that they will re-issue the check 1 more time and she claim that she could see the previous issued check number in front of her. I told her that it does not help me if I don't have the check. Now, the balance due jumped from {$39.00} to {$70.00} due to unpaid balance even though they put a note to the account that I would pay the balance once I receive the check. I also offered them to deduct the {$39.00} from the {$120.00} check and send me the rest. The reason I wanted to close the account is because they keep declining my charges and can not even verify my information making me jump through hoops every time. Please stay away from CITI altogether as I will never ever will have anything to do with them anymore nor I will have anyone of my family or friends do anything with them. This is absolutely ridicules and I will never pay that {$39.00} if I don't receive the check. If things gets even worst, I will go to distance and open a court case with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19355
Submitted Via: Web
Date Sent: 2023-05-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-20
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: in XXXX of this year, I was offered a bonus to open a checking account with citi bank. the bonus amount was to be {$1000.00}. I have talked to the manager of the branch, and he confirms that I have met all the requirements, and the money should have been in my account last week. the account # XXXX. the branch is in 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: CT
Zip: 06902
Submitted Via: Web
Date Sent: 2023-05-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-20
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I wrote 2 checks that were stolen from a mailbox and cashed by the person who stole them. On XX/XX/2022, I wrote one check for {$1900.00} from my XXXX Checking account to mail to the mortgage company and I wrote one check for {$1800.00} from my XXXX XXXX XXXX checking account to pay the building management company. These are monthly payments that I mail to each company. These checks ended up being stolen directly from the mailbox. The checks were then cashed by the thief at a Citibank branch. Apparently, this has been happening in the neighborhood, according to the Police. Since, the checks where cashed, I took several months to determine that the checks never reached their destination. XXXX and XXXX informed me that the checks were cashed at Citibank in XXXX XXXX XXXXXXXX. I then opened claims with both XXXX and XXXX. It was found out that not only were the checks cashed by someone other than who they were written to, the checks where cashed without endorsements. I have no idea how this is possible. Over the next several months, both banks informed me that they were getting nowhere with their investigations and did not here back from Citibank. Citibank indicated that they were investigating. During this time, I filed a police report. It's been 6 months, and still no resolution has been reached. It seems to me the banks want to forget this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10023
Submitted Via: Web
Date Sent: 2023-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-20
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On the XXXX th of XX/XX/2023 I called customer service at Best Buy Citi bank to get my balance of 2 transactions I made so I could pay them off before moving to XXXX knowing that there was not a Best Buy where we are moving too and I like to pay my bills in person and in cash They gave me the amount my husband gave me the amount they told me I got in the car drove to the nearest bust buy near me that Ive made payments before but not often being that i dont charge that often before that 2 transactions I had not charged on this card before XXXX and these charges were made in XXXX got into the store started to take my cash out of my bag I brought it into and the cashier started helping put them by hundreds after getting the amount I needed to pay for the 2 transactions made she counted it once after she counted it she called another of her team mates over at the store and he counted it as they were both in agreement and 1 that it was the amounts I needed to pay for the 2 transaction made I confirmed on the screen at the register the same amount the lady cashier put some of the money in her drawer and the man cashier put some in a looked like a bank bag of some sort and put money in there and walked away as I heard from the lady cashier she said isnt that going to make me short he told her no I asked them is everything ok they said yes I was given a receipt for the amount I paid the amount owed per customer service per transactions made and verified by both cashiers I left the store with my receipt in hand On the XXXX th of XXXX I received a call from Citi bank that I was in collections I started to investigate this why I was in collections started a dispute process As I had my receipt of the amount paid Same amount owed token in the store to pay the amount of the transactions made on the card as nothing was charged before or after I knew there was a problem I came back to the area where I paid my bill in XXXX to finish up some things and being that I was near the store and knew theres was a problem and Suggested by Citi bank to bring it up with the store I went to do that after several phone calls and 2 visits to the store the general manager is saying that isnt the amount I paid the amount on my receipt That my receipt is not valid and if I persist in the manner he would do charges of fraud on my behalf I think this is terrible I went in to the store to pay my bill mind you early the statement was not out yet 3 counts of the money by me and 2 cashiers confirmed on the screen at the store and I am treated like this
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75901
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-20
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act this creditor has violated my Rights! Under Act 15 U.S.C. 1681 section 602 says " I have the right to Privacy ''. 15 U.S.C 1681 section 604 A section 2 " lt also states a consumer reporting agency can not refurnish an account without my written instructions ''. Under 15 U.S.C 1666B " A creditor may not treat a payment on a credit card account under an open and consumer credit plan as late for any purpose ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 795XX
Submitted Via: Web
Date Sent: 2023-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-20
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I am writing this letter to file a formal complaint against Citibank for failing to honor a promised account opening bonus of {$300.00} despite having fulfilled all the required conditions as per the terms of their offer. On XX/XX/XXXX, I opened a Citibank Accelerating High-Yield Savings account after being presented with an offer in the customized 'Citi Offers For You ' section of my existing Citi account. The offer promised a {$300.00} bonus if I deposited {$30000.00} within 20 days of opening the account and maintained it for three months. Upon confirming the details and timeline of this promotion with a Citi representative via online chat, I deposited the amount of {$30000.00} on XX/XX/XXXX. I was assured by the representative that if I maintained this deposit until XX/XX/XXXX, the bonus would be posted to my account within 90 days of the completion date. Despite fulfilling these conditions and receiving assurances from several Citi representatives during online chats on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, the promised bonus was never credited to my account. To my disappointment, I received a letter from Citi on XX/XX/XXXX, stating that my account does not qualify for the promotion because it is a Basic Account package. This contradiction is both confusing and unjust. The offer was displayed in my customized 'Citi XXXX For You ' section, leading me to believe I was eligible for the promotion. Feeling cheated by this disconcerting turn of events, I closed my Citi checking and savings accounts on XX/XX/XXXX. I kindly request the Consumer Financial Protection Bureau to investigate this matter, as I believe I have been unfairly treated. I have fulfilled the conditions of the promotion and am entitled to the {$300.00} bonus, which I am yet to receive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02446
Submitted Via: Web
Date Sent: 2023-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-20
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: Order # XXXX with XXXX On XX/XX/XXXX we placed above XXXX XXXX XXXX order using the Citibank Home Depot credit card ending XXXX for the lawn mower. This product was never delivered to us however XXXX shipping company which XXXX XXXX uses and the XXXX XXXX website states it was delivered to our home but in reality we did not receive the product. The order is for XXXX XXXX XXXX XXXX in. Battery Electric Cordless Riding Lawn Tractor with ( XXXX ) XXXX XXXX Batteries and Charger. The Home Depot while placing the order never gave us an option for signature for such a large purchase which has now put us in this predicament. The shipping company/ XXXX XXXX never called us 30 mins prior to the arrival which they committed to during order placement. We were waiting for the truck knowing it is a large delivery and never saw any truck coming into our property for the delivery. As soon as we saw the status change to delivered we called XXXX XXXX. They called XXXX to verify the delivery. XXXX stated it would take them several days to research. XXXX XXXX called and washed their hands off stating we need to follow up with XXXX ourselves and open dispute with credit card company. They further stated they are unable to refund or replace or cancel. The home dept team and credit card company with whom we have filed dispute with is asking us for documentation for non delivery. Instead of asking us for evidence which can never come into the picture since we never got the product- what proof can we provide as a consumer who is stating we did not get the product as promised by the company, we want XXXX or XXXX XXXX to provide proof of delivery ( e.g Picture of the delivery/ video or our signature for receiving the item ). Why is the burden of proof on consumer and not the company that committed to deliver. {$5400.00} was charged to our account and we want the charges reversed immediately. This is our hard earned money. The issue is XXXX XXXX is bouncing us between courier ( XXXX XXXX ) and the credit card company and not taking accountability of swiftly solving this issue. Credit card company is stating they will need to investigate and that could take XXXX days. The charges have already posted. Despite us stating the charges are fraudulent, they would not reverse the charges immediately. We have spent countless hours dealing with their team to no avail. We need someone at XXXX XXXX ( which is the company that took our order and committed to delivering the product correctly and in a timely fashion ) to roll up their sleeves, take accountability and FULLY refund the money or get the product delivered asap. This is unfair lending practice and we do not appreciate their lethargic approach of having the consumer deal with the problem. As an example, this is what the Home Depot assistant indicated - " I did review the order notes and it looks like the previous associate advised contacting your bank to dispute the charge as the item shows as delivered. Were you able to have the charge disputed? If so, I can certainly reorder the item for you. Or you can contact XXXX at XXXX to file a claim '' Please help us retrieve our hard earned money. We have also filed XXXX complaint with home depo as well as XXXX and Citibank refused to refund immediately. We also reviewed all the XXXX, XXXX reviews and shocked at how many times similar incidents have taken place with other customers. As per complaints board, only 8 % of XXXX cases were ever fully resolved and some consumers are being forced to pay. XXXX has given XXXX an F rating. We are very worried we will cheated out of our hard earned money. Please help us and get us a refund from this company. Citi bank is holding our money XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2023-05-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A