Date Received: 2023-05-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Have on credit report that i owe them money-which i do not, nor have ever done business with them or any affiliates 2 charges from XXXX and a charge off by Bloomingdales all inaccurate and don't owe them any money-needs to be removed from all credit reporting agency 's
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11572
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: XX/XX/XXXX called Home Depot Re : {$31.00} ( late fee, tax ) on my account. HD agreed to refund charges and tried to-they didnt know what was wrong ( I think it may have been due to needing a new a/c opened and mix up of numbers ) I was told to wait for a number that would be mailed from Citibank, or a call XXXX Nothing received XX/XX/XXXX called Citibank-after a great deal of time again assured the fees and interest would be refunded and to check in a couple of days to make sure of XXXX balance. I forgot to do this, after all the assurances. XX/XX/XXXX spoke to XXXX at Citibank for 51 minutes and was finally assured AGAIN that I would have a XXXX balance. Told to check balance on XX/XX/XXXX and it should be XXXX. The current balance is now {$64.00} I dont know what else to do I believe Other calls were made that were not recorded
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32308
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
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 XX/XX/XXXX, I received a phone call from Sears Mastercard inquiring about some charges that were attempting to be made on a very old credit card under my husband, XXXX XXXX and I 's name. I stated that we were not making these charges and that we had not used this account in many months. The account balance was XXXX and we did not have any cards for this account. She stated that these charges would be denied. That evening I went online to check this account and discovered that some fraudulent charges had actually been made. My husband and I immediately called Sears Mastercard, told them this was fraud and asked that the account be closed. After speaking with the representative, we were assured that it was closed. Approximately two weeks later, we received a letter from Sears stating that there was some recent suspicious activity and asked that we call them. Again, my husband and I called and learned that there were {$5000.00} of fraudulent charges that had been done and that the account had never been closed as we had requested and been told. The representative closed the account, reported the charges as fraud and told us that someone from the investigation department would be contacting us within two weeks to discuss the case. We also learned that the address they had on file was one of an old address of a home we had lived in 16 years ago and the phone number on file was an unknown number. We changed the address and phone number. On XX/XX/XXXX we filed a police report of this incident with our local sheriffs office. Beginning of XXXX, we discovered that all of the fraudulent charges had been put back on the account as due and owing. I contacted Sears Mastercard which is handled by Citi Cards and the representative asked if the investigation team had contacted us because that was the documentation stated. I told him no. After verifying information, the address on the credit card and telephone number had not been changed in the system as we previously had discussed with the representative earlier who had actually closed the account. He changed the information, gave me the fraud investigation department number, asked me to contact them the following day and let them know that the information was not correct in their system and to reopen the investigation. I contacted them the next day and requested his instructions. We began getting past due notices of a payment due on this account. I attempted to contact Sears Mastercard to get a status on the fraud update, was always transferred many times with no success. On XX/XX/XXXX, I was finally able to speak to someone named XXXX in the investigation department who was the investigator assigned to our case. She stated that they were able to ping one of the charges, gave me the name that was used and told me that I would have to go to the sheriffs office and file charges against this person. She also stated that this person could pay the account off or we could allow them to make monthly payments until it was paid off. Now, I have no idea who this person is. The investigator gave me her name and her " direct contact line '' and told me to call her once charges had been filed. I repeated her direct line 3 times to assure that I had the right number. The sheriffs office said charges could not be filed with a " ping '' and no evidence. I attempted to call the investigator three times and left three messages to return my call the next three days. I received no call back. I called a fourth time on the fourth day and left another message. Approximately 20 minutes after leaving the message, I received a text message that stated " I am not the person that you are trying to reach. '' My husband and I had to acquire the services of a fraud protection agency to assist us with this matter. By this time, we are receiving past due notices and collection calls. On XX/XX/XXXX, we, along with the fraud collection representative, were able to speak to an investigator named XXXX who reviewed our case and stated that she would take over our matter. She also gave us her direct phone line and our case number and assured that all charges would be removed. On XX/XX/XXXX, the majority of the charges were removed but there was a remaining balance of a near {$500.00}. After our review, it appears that the Sears Mastercard late charges and interest fees had not been removed. I called six ( 6 ) times for our new investigator, XXXX and left six messages. I received no return phone call. Our fraud protection agent also called for XXXX and left three messages. She also received no return phone call. On XX/XX/XXXX, I called customer service, spoke to someone named XXXX and she stated that balance would be adjusted within the next two weeks. On XX/XX/XXXX, we, along with our fraud protection agent, called the customer service line, was transferred to the Security Operations department and spoke to XXXX. After going over the entire case, she stated that she would reopen the investigation case because it had been closed. I told her that we were continuously receiving collection calls and she told me to tell them that the case was reopened to finalize the fraud. On XX/XX/XXXX, we received another collection call for payment. I stated what XXXX had said. The representative transferred me to the investigation department. The investigation department representative stated that she did not see that the case had been reopened. None of these charges were our charges. They were all fraud. We diligently reported them immediately. We HAVE NEVER RECEIVED ANY CALLS regarding our fraud issue from Sears Mastercard Citi Bank. ALL CALLS were initiated and made by us. We can not seem to find anyone to resolve this issue. This account had a {$0.00} balance, had not been used in a very long time and were fraud charges. Sears Mastercard Citi Bank continues to send us these demand past due letters. The collection calls have become several times per day. They have been reporting all of this on our credit reports which continues to reduce our credit score tremendously. I am asking and pleading that you please assist us with getting this matter resolved and these charges removed by Sears Mastercard Citi Bank. I am also insisting that all reporting to the credit bureaus on our account be corrected. Thank you very much.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 705XX
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-17
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I opened a XXXX XXXX Saving account in XX/XX/2023 under the " Citi Accelerate Savings Leveled Bonus Offer '' I received an email from CitiBank on XXXX titled " XXXX, Congratulations on enrolling in the Citi Accelerate Savings Leveled Bonus Offer '' The stipulations for receiving the {$450.00} bonus were as follows : " As a reminder, to receive a Cash Bonus : Deposit New-to-Citibank Funds into your new Citi Accelerate Savings Account within 20 days of account opening. The balance on the 20th calendar day after you open your account will determine your maximum Cash Bonus. * Maintain the required Minimum Balance in your eligible account ( s ) every day for 60 days from the 21st day after account opening. * " I deposited {$50000.00} as soon as I opened my account. The money has stayed in the account now for 104 days. I have fulfilled the bonus requirements. I called CitiBank and they claim my account does not have a promotion attached to it. They claim they do not have an email address for me to forward my evidence to. I demand they pay me the bonus that I signed up for.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55304
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-17
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: My credit report says I opened a sears account in XXXX but I have never had a sears account and I was XXXX XXXX XXXX in XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77053
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-17
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I have been a Citibank credit card customer since XXXX. I have always paid my bills on time, and just recently in XX/XX/XXXX paid off my balance and at this moment have an {$180.00} credit on my account. I know I used it in XXXX XXXX XXXX. Yesterday, I gave my daughter, who is an verified user ( her name on the card ) her Citibank card. She is on her way to XXXX XXXX, XXXX and needed to use this card for travel expenses. However, the card would not work today at the airport in XXXX. We live in Oklahoma. I attempted to log into my Citi account and was blocked by supposed safety issues on both XXXX and XXXX. Was not able to access any of my info. Then called Citi to learn by the automated system that my account was closed due to inactivity. After waiting over 20min to speak with a to a CSR , he would not tell me anything, he said he could not discuss my card with me and I should received a letter in the mail in 7-10 business days. He would not say when the letter was mailed or when my account was closed. I never received a notice stating my account would be closed. I have no access to my statements or accounts at all. He would not tell me anything, yet the automated system would. He just kept repeating that I would have to wait 7-10 days and call the number on the letter, which will probably be an offer to apply for another card. NO THANK YOU!!!! NEVER! This has put my daughter in a very difficult potentially dangerous situation to be traveling without access to a credit card. I will make my situation well known. I appreciate any assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 74011
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Citi credit card company is reporting that my account is closed. This information is false because my credit card account is still open, but they are reporting to the credit bureaus that the account is closed. It is negatively reflecting on my credit. This is the second complaint about this company I am reporting. Both times they have falsely reported information about my account to the credit bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95648
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I was automatically opted into email only statements. I was waiting for the paper statement to make the payment. They only began reaching out after seven days, on a Sunday, to make me aware. I had to download the app and go through all of the settings to find the ability to opt out of email only. They removed the late charge and I am awaiting the removal of the late charge from my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06492
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Citi AAdvantage had an advertised promotion page on XXXX XXXX site in XX/XX/2023 when I applied for the card offer XX/XX/XXXX. It offered XXXX XXXX miles on its Citi AAdvantage XXXX XXXX. After spending {$3500.00} with the card within the first 4 months of receiving the card. I applied from a link that was part of this advertisement, and received my card on XX/XX/2023, and activated it XX/XX/XXXX. I called Citi after activating it to verify the offer. I then made a retail purchase of {$3800.00} that fulfilled the stated requirements to receive the bonus XXXX miles. However when I receive the miles it was only XXXX miles. I called both Citi and XXXX XXXX each more than three times to correct the decrepancy but was told the bonus offer was only XXXX miles and Citi stated they did not know of such promotion. When I called the offer was still be advertised on XXXX XXXX website, and was until XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I received a bill at the end of XXXX on my CITI card for a purchase I did not make. First on XX/XX/XXXX for {$13.00} for XXXX XXXX XXXX XXXX XXXX XXXX. I called CITI reported it and they shut that card down. they said they would look in to it. Then I receive another bill with XXXX more fraudulent charges. XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$33.00}, XX/XX/XXXX XXXX XXXX XXXX XXXX {$11.00}, XX/XX/XXXX CXXXX XXXX XXXX XXXX XXXX {$28.00}. I called about those as well. I just received a letter from CITI stating that they were unable to resolve the dispute in my favor due to the information I provided and that I should contact the merchant. I have no idea what these purchases even are. They appear to be in foreign language. Lastly this card was only used for a balance transfer offer. It was paid in full XX/XX/XXXX. This card was never used to make any purchases.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A