Date Received: 2023-05-14
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 purchased two items from XXXX one of which I returned after obtaining an XXXX and return shipping label. Despite returning the item, XXXX failed to issue a refund for the returned merchandise and was non-responsive to follow-up inquiries. I then disputed the portion of the charge for the returned merchandise with CITI, which denied the dispute based on " the merchant 's response, '' which consisted of a sales receipt for a different item, sent to a different customer, in an entirely different state ( Attachment 1 ). I then sent a letter to CITI pointing this out and questioning how they could possibly be acting in good faith with their response ( Attachment 2 ). CITI responded with a letter stating that they had re-opened the dispute, but also stating that they had " called the merchant and spoke to XXXX, who indicated a refund was issued in the form of a gift card via email on XX/XX/2023. '' ( Attachment XXXX ). CITI did not provide any further information about their purported call with " XXXX, '' nor did they provide a copy of the purported email issuing a gift card. In fact, no " gift card '' was ever received, whether by email or otherwise, and the narrative purportedly provided by " XXXX '' is entirely fictional. On XX/XX/XXXX, CITI sent another letter stating that " the merchant is not willing to issue credit to your account, '' and that CITI " no longer [ has ] any additional recourse to pursue a credit for you through the dispute process. '' ( Attachment 4 ). Once again, CITI provided no support for the denial, or any evidence supporting the validity of the disputed charge. Instead, CITI appears to have taken the position that because XXXX will not agree to voluntarily issue a refund for the properly returned merchandise, CITI will not reverse the charge. Because XXXX does not dispute that the merchandise was properly returned, and has provided no evidence whatsoever of the purported " gift card '' that was never provided, CITI 's refusal to reverse this charge is unreasonable and not in good faith. I request that CITI be required to comply with their legal obligations and reverse the charge.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22201
Submitted Via: Web
Date Sent: 2023-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was wiring funds in order to purchase a home. The first attempt failed do to an issue identifying me for security reasons and was told I would need to initiate another wire transfer. The funds from the original wire attempt are still locked in a pending status. This issue almost ruined my entire deal with the title company. Luckily I was able to transfer additional funds and was finally able to get the wire through. The funds from the initial wire are still not available to me. It has now been 6 days and despite multiple calls to citibank and promises to escalate the issue and call me back. They have not called me. Over {$110000.00} is still not available to me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 815XX
Submitted Via: Web
Date Sent: 2023-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Re : case number XXXX complaint number that you keep deeming closed for duplication. What we need is there to be charges pressed against XXXX XXXX XXXX who forged a XXXX check with XXXX XXXX XXXX 's Citibank Checking account dated XX/XX/XXXX. The day that XXXX XXXX XXXX Passed Away. You have been sent the forged check. The check was written to XXXX XXXX XXXX XXXX Who also had illegall transferred over {$12000.00} out of XXXX XXXX XXXX XXXX account at XXXX XXXX XXXX XXXX ( yes I know you are not XXXX XXXX XXXX ). You Also have been given all documnet so prove the forgery was for fact done by XXXX XXXX XXXX. he needs to be reported to the athorities. I can not do it because you won't give me the proper documents to do so. IT is know almost 1/2 through the XXXX year and my father pased in XXXX. This is too long. yes you got the money back but you did not press charges and what XXXX XXXX did was go manipulate the money out of his XXXX XXXX XXXX mother. She was diagnosed with XXXX XXXX in XX/XX/XXXX and I was her full time care and full time trying to protect her from my brother stealing from her. She passed away in XXXX and because you refused to press charges so I can protect my mother as I requested a dozen times. XXXX tod my mother that someone stole XXXX from him and she beleived him and gave him the money to pay Citibank back. That is not okay. In her last month of her life she cried alot and she told me that XXXX had managed to get over {$45000.00} out of her the last year of her life. I also watched him get her to write him a XXXX check in XXXX XXXX days after XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I could not stop it because it would upset her. it was horrifying. The last month of her life she told lawyers and mysef that she did not want any son around her due to their stealing, manipulation and actions to her and to my father, XXXX XXXX XXXX. Citibank should have pressed charged or reported to the authorities the first moment you were made aware of this forgery and stolen money done to XXXX XXXX XXXX in XXXX of XXXX you added major stess on me going back and forth with you over and over again. and I was very clear and said something needs to be done legal to STOP them from doing the same to my mother. You didnt. I will NEVER use citibank in my life. shame on citibank for allowing two seniors to be taken from financially. I want citibank to get XXXX XXXX in legal trouble for his forging XXXX the day my father died and XXXX XXXX for accepting that check and funds. between the both of them they stole of XXXX that I know about and fought for to get back. it took me hours and tears and dozens of phone calls and emails and nearly 2 years to get the funds back. NOt okay. XXXX XXXX XXXX and XXXX XXXX XXXX should both get in legal trouble for taking from XXXX XXXX XXXX a client of Citibank since XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90808
Submitted Via: Web
Date Sent: 2023-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-14
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: When I logged into my Citi XXXX XXXX account today, XX/XX/23, I saw that one of my purchases, for XXXX, with a charge of {$210.00} was eligible for the " Citi Flex Plan '' at zero percent interest. No fees were disclosed either on the offer or the confirmation. I signed up for the 36-month plan. However after I did so, I saw that the monthly payment of {$7.00} would amount to {$250.00}, indicating that there were in fact fees involved. I never pay interest on anything, I always pay in full, so there is no way I would sign up for this if I thought there were fees or interest. I initiated a chat, however the person did not understand the situation and gave me a number to call, XXXX. I spoke to someone named " XXXX '' who kept checking with a manager and insisted the fee is disclosed on the website. I asked her to point me to that and she was unable to. She gave me a long url that redirected back to my home page. On one of the times she put me on hold, I was able to locate a link for Citi Flex Pay, and I got this message : Access Denied You don't have permission to access " http : //www.citi.com/credit-cards/creditcards/citi.action? '' on this server. Reference # XXXX Ultimately I did get transferred to a manager named " XXXX '' who reiterated that the fees were disclosed but could not point me to anywhere I could see this disclosure. I told her I had downloaded the confirmation page for the plan which did not disclose them, as well as having received 3 emails which did not disclose them. At that point she said she would waive the additional {$35.00} as a courtesy, but by then I was very suspicious and did not trust that there would not be some fine print somewhere and I no longer wanted to associate with the company. I told her I wanted to pay my bill in full today and that I would no longer charge anything to this card. She took my payment of {$370.00}. I am disgusted by this fraudulent business practice and I believe you should investigate this and take action.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2023-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: 1st dispute was on XXXX for 6x large coats which I never receive & it was going on 2-months i wrote citi bank twice because they ask me to about the dispute & the only thing they had to do was get the merchant to send me the return label because the merchant stop taking my email & phone calls i had cancel after they lied about the delivery..then citi lied to me & said I had to pay 1st on the dispute & I will get my money back so I paid all three dispute $ XXXX, ,etc..the second dispute was on XXXX for XXXX for XXXX & the third one was on XXXX XXXXXXXX XXXX XXXX XXXX etc. for XXXX, ,Then citi ly took my money & paid these lying people etc..Then I cancel my card & told then I am going to report your for stealing money etc..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2023-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: 15 U.S.C 1681 Section 604 A Section 2, It states that a consumer reporting agency can not furnish an account without my written instruction 15 U.S.C 1681 Section 602 A. states that I also have the right to privacy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27834
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-14
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: My Citibank Credit Card Number was stolen and used to fraudulently sign up for a XXXX account on XX/XX/XXXX for {$84.00}. XXXX additional charges were made for {$58.00} each, on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, in all, totalling {$250.00}. I noticed the fraudulent activity on XX/XX/XXXX and I immediately reported the card and stolen and marked these charges ( as well as some others ) as fraudulent. Citibank initially reversed all fraudulent charges, but XXXX disputed all XXXX credit card chargebacks. Citibank sent XXXX messages containing different documents provided by XXXX claiming the charge was legitimate [ ATTM : We-need-more-infoXXXX [ XXXX ] .pdf ]. The XXXX messages included a document requesting confirmation of the XXXX XXXX charge, however the 4 messages all included the same document referencing the XXXX XXXX charge. No document was requested nor mention made for the charges on XX/XX/XXXX, XX/XX/XXXX, or XX/XX/XXXX. I responded with the requested signed document on XX/XX/XXXX [ ATTM : XXXX XXXX dispute.eml ]. These documents showed the purchaser as a XXXX in the XXXX area, whom I have never met nor have any affiliation with. I used the information obtained from these documents to report the fraud to FTC [ XXXX : XXXX ]. I also reported this account information as fraudulent directly to XXXX under Claim ID : XXXX on XX/XX/XXXX. On XX/XX/XXXX XXXX XXXX XXXX responded saying they could not confirm any fraudulent activity. [ ATTM : Unauthorized purchase claim complete - XXXX Payments.eml ] On XX/XX/XXXX, I received XXXX messages saying that the merchant provided documentation confirming this is a valid charge [ ATTM : dispute-update-XXXX [ XXXX ] .pdf ]. The charges from XXXX XXXX, XX/XX/XXXX, and XX/XX/XXXX were reinstated ( for a total of {$200.00} ). The XXXX messages all referenced the same charge, this time the XXXX made on XXXX XXXX for {$84.00}. No mention of the charges for {$58.00} on XX/XX/XXXX or XX/XX/XXXX were ever made, besides now showing on my statement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 54703
Submitted Via: Web
Date Sent: 2023-05-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-13
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: RE : Is it a false or at least misleading advertisement of Citi Savings Account Promotion Bonus Program? I have been a Citibank customer years since XXXX. I didnt expect something like this. Early in XX/XX/XXXX, I logged into my account in the Citi mobile app, to check my accounts as usual. I saw an offer for a cash bonus if I open a new Citi Accelerate Savings account, complete certain requirements. By then I already had a Citi Accelerate Savings account ( and I liked it ), so I was wondering why the advertisement was still pushed to existing account owner like me. I wasnt sure that I was eligible, so I used the online chat support in the Citi mobile app, a Citi agent confirmed my eligibility, saying that as long as I open a new account, deposit NEW money, and complete all required activities, I will get the bonus. ( I believe that Citi can check the chat history before I opened the new account, the chat conversation record can surely be found. ) Based on this information, I went ahead and opened a new Citi Accelerate Savings account ( ending in XXXX ), and used the online chat support again to confirm the bonus promo code ( XXXX ) was successfully applied to the new account. ( Attached screen shot file : XXXX ) Soon I deposited total XXXX XXXX new money ( not small amount for sure ) to the new account. And to double confirm everything is ok, I used the mobile apps chat support once again, another agent double-confirmed the program requirements and my bonus promo code, and said if I met all the requirements I would receive the bonus by XX/XX/XXXX. ( Attached screen shot files : XXXX and XXXX ) So I maintained the balance for sixty days, based on the bonus programs requirements. But on XX/XX/XXXX, the bonus wasnt posted as expected. A couple of days later, I contacted Citi again, an agent acknowledged that my account was registered with the bonus program and I met the requirements but the bonus was not posted as expected, she immediately raised an internal dispute case ( XXXX ) for me even without my asking to dispute, and said I would be kept posted. ( Attached screen shot files : XXXX and XXXX ) Then after waiting for several days, I received a paper letter in my mail box. The letter says that the Citi Accelerate Savings account has to be in the Access Account Package to be eligible for the concerned bonus program, my account is in the Citi Priority Account Package and thus not eligible. That obviously surprised me to an extent beyond speech when I was reading the letter! I really dont recall the Access Account Package language in the offer advertisement. And I doubt it was there. I have questions for Citi as below : XXXX ) Why did the Citi mobile app pushed the offer advertisement to my account in the first place? If my Account Package wasnt the intended customer segment? And there was no warning about so called Account Package at all? XXXX ) During my multiple correspondences with Citi please refer to the attached screen shots - before opening the new account, after opening the account, before finishing all the required activities, and after finishing the required activities, why all the agents consistently confirmed my promo code and the required activities, but none of them mentioned the Account Package language, or at least give me some warning about it? These really make me think like : Was Citi trying to attract new deposit by false or at least mis-leading advertisement? I certainly hope it is not. I hope that Citi will review my case and honor their commitment to issue the bonus to me. It's concerning to think that this may have been a case of false or misleading advertising, and I hope that Citi takes steps to ensure that their promotions are clear and transparent in the future.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-13
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: A " Macy 's Anerican Express card '' statement for XX/XX/XXXX was never received. The XXXX statement incuded late fees and interest charges. After calling account service number ( For some reason its actually Citibank, NA that services the account ) the operator # XXXX gave a me a very difficult time and although he did reverse the charges on the XXXX statement I asked that the account be closed since they were very difficult and hard to reach. I then got another statement ( XX/XX/XXXX ) that although there was a XXXX balance form the month before- they added {$7.00} of interest. When I tried to call again - I was routed to " Probate dept. "! Upon finally getting someone to answer - I was told that the account was closed as the operator above reported that the account was closed because I was DEAD- with absolutely NO report given to them to justify this action and was clearly done by the operator as vengeful punishment because of the argument we had in XXXX. They refused to reverse the XXXX interest charge because of being " DEAD ''! Clearly, she realized after asking me a ton of follow-up questions that I wasn't dead at all but again refused to reverse that charge. To keep my credit rating ( Over XXXX ) she said I would have to PAY the charge and call after they reversed their error reporting me DEAD. They finally sent a letter XX/XX/XXXX " correcting '' my report but now when I try to call no one answers and I'm automatically disconnected. I want them to reverse the {$7.00} XXXX interest charge and have it returned to me in a check since the account is closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07712
Submitted Via: Web
Date Sent: 2023-05-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-13
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Citi XXXX XXXX had an offer for XXXX, where I would receive {$30.00} cash back for spending {$100.00} or more at XXXX. I added this Merchant Offer to my Citi XXXX card, and then made a {$100.00} purchase on XX/XX/2023. As required by the Citi XXXX XXXX terms, I did NOT use any other promotional offers on this order. It has been more than XXXX weeks, but the {$30.00} Citi XXXX XXXX credit still has not posted. The Terms of the offer do not include any information on by when I can expect the credit to post. On XX/XX/2023, I chatted with an agent on XXXX regarding this issue, but the agent was extremely slow to respond and could not even locate the offer after almost XXXX minutes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94611
Submitted Via: Web
Date Sent: 2023-05-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A