Date Received: 2024-02-10
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 15 USC 1681 section 602 states I have the right to privacy ( 15 USC 1681 ( section 604 a section 2 ( it aslo states a consumer reporting agency can not furnish an account without my written instructions under 15 USCS 1666b a creditor may not treat a payment on a credit card account under an open end 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: 77449
Submitted Via: Web
Date Sent: 2024-02-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-11
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Citi Priority, I opened a new acct in XXXX, I deposited {$15000.00}, I received a debit card, checks, a pin, a confirmation letter. I even tried to deposit more. All of a sudden, they froze my acct & wouldn't tell me why. On XXXX, they sent me a letter saying they closed it because I violated the account terms per the client manual, but won't tell me how, I only had the acct open for less than a week. They said they will mail me my XXXX, sometime in the future. I am very financially responsible person w a very high credit score! I already submitted a complaint with you about this & they replied saying they would send me my money, within 30 to 60 days. It has now been over 3 months since they froze my account & they have not contacted me about sending me my XXXX dollars nor mailed it to me. Previous case ID is XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2024-02-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-10
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 Consumer Federal Protection Bureau. I am writing to formally request a credit for a credit card dispute concerning charges related to concert tickets purchased using my Citi card ending in XXXX. On XX/XX/XXXX, I purchased XXXX concert tickets to attend XXXX XXXX concert in XXXX. Unfortunately, the event was canceled on XX/XX/XXXX, and subsequently rescheduled for XX/XX/XXXX. Regrettably, XXXX member of our party could not attend the rescheduled date. Between XX/XX/XXXX, and XX/XX/XXXX, I contacted XXXX to request a refund for the unused ticket. However, after weeks of waiting, the refund had not been processed. Upon contacting XXXX, I was informed to contact the merchant for further assistance. Subsequently, I reached out to Citi Bank, and a representative initiated a dispute for the refund of the unused ticket. Unfortunately, due to an error made by the representative, the dispute was filed for an incorrect amount. Despite assurances to correct the error, it was not rectified. On XX/XX/XXXX, XXXX credited me ( {$560.00} ) for the unused ticket, and on XX/XX/XXXX, Citi Bank credited ( {$1600.00} ) for the disputed amount, but this credit was not permanent and charged back to the credit card. In addition, this total does not cover the original cost of the XXXX tickets. Recently, on XX/XX/XXXX, I discovered that the XXXX remaining tickets were voided by XXXX. Upon contacting Citi Bank, I encountered unhelpful and discourteous customer service, which only exacerbated the situation. As a result, I was forced to purchase XXXX new tickets from XXXX at a significantly higher price of {$2900.00}. This financial burden could have been avoided had the original dispute been handled accurately. I kindly request that the total credit amount of {$2300.00} be promptly processed to rectify this issue. Furthermore, I urge you to investigate the conduct of your customer service representatives to ensure that such incidents are not repeated in the future. Thank you for your attention to this matter. I anticipate a swift resolution to this dispute. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 280XX
Submitted Via: Web
Date Sent: 2024-02-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-09
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: I filed a police report because someone is using my credit card. From XXXX to XXXX, my credit card was being used without my authorization. I still have my credit card in my possession but this person was able to activate a card I had never received from citi bank and use that to make over XXXX K in purchases. I have filed a police report and Citi bank continues to close my dispute. They confirmed the first of these disputes, a XXXX charge for XXXX $ but denied all of the others. I explained to them that there is a pattern of behavior following that first initial charge.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10036
Submitted Via: Web
Date Sent: 2024-02-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-09
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I was sold on a TV in a Best Buy store XX/XX/XXXX with fancy language of 0 % for 2 years ( CitiBank card ). The sales associate then went on to cleverly say that **after** 2 years interest would accrue at whatever rate.. Sounds great, right? I accepted and signed based on that cleverly worded statement made by the sales associate. Not once did the sales associate say if the balance is not paid within 2 years you will get charged all the back interest ( almost XXXX )! Fast forward to XX/XX/XXXX as I am looking at my statements I am blown away by an almost XXXX dollar finance charge. I immediately called CitiBank/Best Buy and was moved up the ladder to XXXX, an Account Manger for CitiBank out of Tennessee. According to XXXX, I am out of luck due to it being too far back ( 3 months ) to waive the interest fee even after offering to pay off remaining balance ( {$1800.00} ). XXXX also stated that they did include this information in a disclosure sent out but he fails to understand that a *reasonable* person wont really read tiny, confusing, contractual, confusing language especially after being explained the appealing 0 % terms and conditions by the sales associate with an intention to get a sale completely glossing over the back interest aspect. Now if the Best Buy sales associate was clear about the terms and said : " Be sure to pay this back within 2 years or you will get charged all the back interest '' I would not be in this financial situation. With ''getting the sale '' as a motivator for the best buy sales associate the back interest aspect likely is easily omitted since I'm sure they didn't want to lose a sale. CitiBank should be responsible in the almost predatory-like manner that their credit cards/promotions are sold. XXXX stated to me that Best Buy employees are not very well trained in explaining terms to customers and are not very knowledgeable about terms. XXXX did say Best Buy sales persons are very knowledgeable on products and I completely agree because the sales person sold the heck out of that TV. He knew everything like : resolution, XXXX XXXX XXXX placement of TV in space, refresh rate, audio, etc. We chatted for about an hour or so but the employee still failed to mention the kicker of " If you don't pay back in 2 years you will owe XXXX dollars. '' I feel like I was baited and switched financially and taken advantage of and CitiBank/Best Buy should remedy this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 503XX
Submitted Via: Web
Date Sent: 2024-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-09
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: In XX/XX/XXXX, I received a text notice that my bill with Citi was late. I immediately called Citi and informed them I could not be late because I had not yet received my monthly bill. After several discussions, the Citi person confirmed and informed me not to worry. The Citi person informed me they would take care of it, that any late fees assessed would be waived, and I paid that very day. What I pay each month far exceeds what they indicate my minimum payment should be. The interest rate on my Citi card was 23.99 %. In XXXX, I used the Citi card for just under {$1000.00} of charges. When I received the XXXX Citi bill, I almost had a XXXX XXXX when I saw that the XX/XX/XXXX charges were assessed interest at the rate of 29.99 %. At no time from the XX/XX/XXXX call up until the time I charged the {$980.00} in XX/XX/XXXX did Citi send me any notification that they had increased the interest rate to 29.99 %, and that was not known to me at the time the charges were incurred in XX/XX/XXXX. On XX/XX/XXXX, I called Citi. I explained the situation. The first person I spoke with was XXXX. XXXX stated he was able to confirm the XX/XX/XXXX conversations, he confirmed Citi had waived any late fees, but he said he had no way to adjust the rate of interest back down. He said he would if he could but that it happens with the computer, and he has no way to fix it. I asked to speak with his supervisor. XXXX connected me to XXXX, his supervisor. XXXX told me the exact same thing. XXXX said Citi had no way to undo the interest rate increase to 29.99 % because that is controlled beyond his control. XXXX said their computer system does that automatically and there is no way to remedy that. I told XXXX that was absurd and Citi can not simply steal 6 % interest from me this way. I was not even able to remedy the problem by sending {$1000.00}, which I was perfectly able to do, because any money I sent will be applied to the oldest charges first. That means that until I pay all the other balance down, the XX/XX/XXXX charges will just keep being increased at the rate of 29.99 %. So, I asked to speak with XXXX supervisor, and I was connected with a woman whose name I did not get. XXXX supervisor told me that she would look into it, needs time to review the recordings from XXXX, but will then get back to me with an answer after those reviews. On XX/XX/XXXX, I received a letter from Citi dated XX/XX/XXXX. Think about that. The very next day, a form letter was generated and then tendered to me at a later date. That form letter says nothing about a review of the XXXX recordings. It is merely a form letter that states, XXXX XXXX. Weve reviewed your request to lower the Annual Percentage Rate ( APR ) on your Citi Diamond Preferred Mastercard account. Were unable to approve your request due to your past years payment history. Again, every regular monthly payment I make is greater than the minimum payment due. It is obvious that nobody took any time to listen to the XXXX recorded conversations. Citi failed to provide me specific notice of the increase of the rate of interest to 29.99 % prior to my using the card in XX/XX/XXXX. Citis representatives never had any intention of resolving this issue of theft from me. Then on XX/XX/XXXX, I receive a letter from Citi. Dear XXXX XXXX. XXXX, We want to say thanks with an opportunity to request an increase in your credit line. As a part of a select group, youre invited to request a credit limit increase on your Citi Diamond Preferred Card. Thats right. Apparently, my credit history with Citi is good enough for them to invite me to increase my credit limit but fails to sway Citi to correct an error they made, an error that is tantamount to stealing 6 % interest from me on an ongoing basis. Surely there is something that somebody can do to remedy this. I look forward to hearing what, if anything, you can do to help me. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 629XX
Submitted Via: Web
Date Sent: 2024-02-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-10
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In accordance with the Fair Credit Reporting act XXXX XXXX, XXXX, has violated my rights. XXXX, XXXX, XXXX, has violated my rights. XXXX XXXX, XXXX, XXXX, has violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 2 : It also states a consumer reporting agency can not furnish an account without written instructions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20017
Submitted Via: Web
Date Sent: 2024-02-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposit a check for {$330.00} from my employer via mobile bank deposit using the Citi bank app. The next day my account was locked and I had no access to my bank via the app. I contacted Citi and was told it was because of the check I deposited. The needed to verify it. My boss and owner of the company who gave me the check called Citi and verified the check was correct. I talked to Citi bank and the verified the check and the check had cleared yet they still prevented me access to my account and my money. The stopped me from accessing my paycheck and all money in my bank account. I have not been given a reason why after the check was verified and cleared that I am still unable to access my money and accounts. This has cause me to be late on payments and have no money for food and gas for work.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92841
Submitted Via: Web
Date Sent: 2024-02-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-10
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: I called the sears credit card customer service on XX/XX/XXXX to do 2 balance transfers to my Sears Mastercard. They successfully processed one of the two requests ( {$4700.00} ) within 2 days. The second request for {$4000.00} was " approved '', but showed a pending status. the second request never properly processed and shows a pending status to this date. I have made MULTIPLE calls to Sears Mastercard customer service ( XXXX ) with no resolve. I contacted them on XX/XX/XXXX to inquire why my {$4000.00} still showed pending and was " holding {$4000.00} in funds '' on my Sears Mastercard, but the {$4000.00} had not been received by creditor ( XXXX XXXX XXXX ). I was asked by Sears customer service to call the receiving creditor ( XXXX XXXX XXXX ) and file a missing payment dispute per the highest supervisor at call center in the XXXX. I have called my XXXX XXXX XXXX multiple times ( XXXX ), and they stated because a hard check ( not electronic ) check was sent from them ( Sears ), they are unable to file or investigate a missing payment, and Sears would have to " track '' the check they sent, OR " stop payment '' on it, and release my funds!! Sears stated it just needed more time to process and stated it would resolve by the next Tuesday. I called again on XX/XX/XXXX and talked with supervisor again and was told I must dispute the original transaction/transfer ( which they filed immediately ), and that it would go away and credit/refund the {$4000.00} back to my account properly, so then they marked my card for fraud and froze it to try and resolve issue. They also supposedly filed a complaint on my behalf and opened an investigation ( I never received any correspondence I requested regarding the findings of the investigation OR the checks tracking number/stop payment request ) I then called XX/XX/XXXX and was told by the XXXX supervisor I spoke with that there was nothing more they could do about this, and I should call the creditor ( XXXX XXXX XXXX ), again that Sears sent a paper check to!!! I spent hours on the phone and spoke with 5 different associates including 2 supervisors. EVERY person I spoke with at Sears Mastercard customer service ( XXXX ) was kind and constantly apologetic, but stated that they do not have authority, capability, or knowledge to resolve this problem. She stated they would open another investigation/complaint on my behalf! I have been a Sears Mastercard holder since XXXX and am extremely disappointed in their customer service department and ability to competently resolve ANY issues in the future. I would hope there is someone reading this who cares and will get this resolved and either find where they sent the check ( track it ) or stop payment on it and free up the {$4000.00} that has been pending on my account for 6 weeks. This is ridiculous and frustrating!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 744XX
Submitted Via: Web
Date Sent: 2024-02-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-09
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I am writing to file a formal complaint against Citibank regarding their refusal to honor the Platinum Mastercard Promo, which I believe constitutes a clear violation of consumer rights and fair banking practices. Despite my repeated attempts to resolve this matter directly with Citibank, the bank has failed to address my concerns satisfactorily, leaving me no recourse but to seek your intervention. In XX/XX/2023, I applied for and was approved for the Citibank AAdvantage World Elite Mastercard. Shortly thereafter, within 48 hours of activating the World Elite Mastercard, I realized that the Platinum Select Mastercard might better suit my travel needs. I promptly contacted Citibank 's customer service department to facilitate the card change. During this call, Citibank 's representative assured me that I had 14 days to make this card change and provided information about the differences in the rewards promotion associated with the Platinum Select Mastercard. I acknowledged these differences and agreed to the terms of the Platinum Select promo. From XXXX through XXXX of 2023, I diligently used my Citibank Mastercard for all purchases to meet the spending threshold required for the promotional rewards. However, when I reviewed my XX/XX/2023 statement, I found that the rewards had not been reflected. Upon contacting Citibank 's customer service, I was initially assured that I had met the spending threshold and would receive the rewards on my XX/XX/XXXX statement. However, when the statement arrived, the rewards were still missing. Subsequent inquiries revealed that Citibank considered my card change a " conversion '' rather than a new card promo, disqualifying me from the rewards. Despite escalating my concerns to Citibank 's management, I was met with indifference and a refusal to acknowledge their miscommunication and mishandling of the situation. This treatment is unacceptable, and I believe it is indicative of Citibank 's disregard for its customers ' rights and fair business practices. I am seeking your intervention to ensure that Citibank rectifies this matter immediately. Specifically, I request that the Consumer Financial Protection Bureau takes the following actions :
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 750XX
Submitted Via: Web
Date Sent: 2024-02-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A