Date Received: 2023-05-13
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: Summary : This is a complaint against CitiBank/CitiCards, the administrator of the BestBuy credit card. I was unable to dispute two {$10.00} fraudulent charges because they indicated that they could not verify my identity. I closed the account as a result, but the two fraudulent charges remain. I have been a BestBuy cardholder through CitiBank since XXXX. I have never had as much as a late payment on my account. On Thursday XX/XX/XXXX, I received several alerts that my card had been used to make several large purchases that I did not make. The purchases totaled over {$1000.00}. I live in Michigan and these transactions were conducted in Texas. The perpetrator was attempting to pickup the items at a store in XXXXXXXX TX. I immediately cancelled the orders on BestBuy.com and then called the Fraud number to dispute the charges and report the card as stolen. I logged in again the next day and identified 2 more fraudulent transactions ( see screenshot below ). Since the card had been closed, I was no longer able to cancel or dispute the charges online so I called the same number and they told me that they could not verify my identity. I thought I would be able to get registered online again once I received my new card, but I was unable to. So these charges still need to be cancelled ; I officially disputed the charges as of XX/XX/XXXX, well within the regulatory requirement for consumers to report unauthorized transactions. I called CitiBank/CitiCards customer service on XX/XX/XXXX to get assistance with activating the replacement card and registering online. They once again told me that they could not verify my identity. I feel as though I was being treated like a criminal, but the actual criminal would have gotten away with huge purchases if I didn't catch it myself. After being unable to help me, I ended up asking the rep to close the account. It should have been relatively easy for the fraud department to determine that my account had been taken over by a fraudster simply based on my phone number, address, prior purchase history locations, etc. The email address and store location used by the fraudster were both different from anything aligning with my history. I never made any attempt to change the existing address, phone and email information which would have been a red flag. I am still not sure why this was handled so poorly by such a large financial institution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49423
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: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Macys/Citibank N.A XXXX XXXX XXXX XXXX XXXX XXXX SD XXXX In the Amount of {$580.00} on XX/XX/XXXX This account was identity theft XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX In the amount of {$1200.00} on XX/XX/XXXX This account was identity theft XXXX XXXX XXXXXXXX At & T/ XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX In the Amount of {$300.00} on XX/XX/XXXX This account was identity theft
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30039
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-13
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: Disputed charge : Did not authorize charge, did not recognize charge. Opened a dispute with LL Bean Mastercard. LL Bean Mastercard case # XXXX Transaction Date : XX/XX/XXXX, Amount {$50.00} Dispute first entered : XX/XX/XXXX {$50.00} On the statement, this information was shown : Transaction Date XX/XX/XXXX DESCRIPTION XXXX XXXX XXXX XXXX WA Amount {$50.00} Statement Date XX/XX/2023 Reference Number XXXX POSTED Transaction ID XXXX Merchant Category XXXX XX/XX/XXXX, signed the required letter and uploaded it to the LL Bean Mastercard site . LL Bean Mastercard required us to sign the letter, stating that we are disputing the charge and that we had not authorized the charge, and that, if needed, the account would be closed and a new card issued. After waiting for information, I realized that the Mastercard activity showed a phone number for the XXXX transaction, so I called the number shown. Also, we only use our LL Bean card for LLBean purchases. We never use it for anything else. We use a different XXXX credit card for all other purchases. Our XXXX account does not have the LLBean credit card. When I called the XXXX number, the person on XXXX looked up the transaction, and said the transaction was for a gift card, and was under the name of a different person, not anyone in my household. I have the chat history for that. I submitted that information to Mastercard. At first it seemed they resolved in our favor, but then they reopened it, and said that we put in the charge and that we now had to pay a late fee. So I re-opened a dispute in XXXX. Then they said that I need to submit proof that it was fraudulent, by uploading documents or proof. I have been trying to upload screen shots of my chat with XXXX, but the Mastercard website has an error that does not allow uploading documents. It seems that they are making me run around in circles and making it very difficult to prove that we did not authorize the transaction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22003
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-13
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Citi Bank closed my account with no prior explanation of my account being up for closure. I was on a Catch Up arrangement with them that specifically states the account would remain open while on that arrangement. I was told that it was broken when a payment was not made on XX/XX/XXXX but my email states a payment was not to be made until XX/XX/XXXX. When I spoke with someone today they advised that the online tool they provide customers does not give all details so thats probably what happened. I do not feel I should be penalized for their systems not being aligned with their practices. I am willing to pay my balance and bring my account current to reopen my account. This should have been fully explained on their website when enrolling in a payment plan if the account is past due a certain limit a deposit be received or it should be explained that whatever the past due amount is needs to be paid by a specified date or the account will be closed. I never received an email, call, or text letting me know that my account was reaching a time for closure. I was trying to do the right thing with setting arrangements to prevent this from happening and it happened anyway. This is very deceptive and unfair.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23224
Submitted Via: Web
Date Sent: 2023-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023 at XXXX, I went to the XXXX XXXX XXXX XXXX XXXX NY XXXX Citibank branch to make a withdrawal of {$580.00} from my Savings account. Before I could collect my money from the machine, the automated door closed and took the money back. Since I needed the money that day, I withdrew another {$580.00} at XXXX, called Citibank customer support, filed for an investigation to make sure that my money was properly returned to my account, and then went about my day. On XX/XX/XXXX, I was issued a provisional credit and was assured multiple times by customer support agents that the matter would be swiftly resolved. I will note that this happened on a Sunday, the main floor of the bank was closed, so I couldn't go in and immediately talk to a bank employee. I am also not typically in that area during the week because I work in downtown XXXX. Last week, I received a letter in the mail stating the provisional credit of {$580.00} would be removed from my account on XX/XX/XXXX, with the investigation concluding that there was " no cash discrepancy ''. I asked for a second, new investigation to be opened and proceed to visit the XXXX Citibank branch on XX/XX/XXXX to speak with the staff and find out what the details of the investigation were or if it even took place. I sat down with the XXXX branch manager for a few minutes to discuss and he was not only deeply rude and unhelpful, but did not give me any details of the investigation and only told me that " considering the results of the investigation, there was nothing [ he ] could do '' and then remarked, " it's a tough situation, buddy. '' So, upon leaving that day, I had no details about whether or not the ATMs had been checked, if they checked the security footage from the branch location or the ATM itself or if the branch had even heard about the inquiry. It left me with no resolution and still, I was missing {$580.00}. When I asked if there was any way to appeal the decision of the case or any other way to pursue a result, he recommended I file a complaint to Citi customer service and then wrapped up our conversation, effectively rushing me out of the building. I went home, called Citi customer service, and filed an official complaint against the XXXX Citibank branch, asking for the branch to be held accountable in this situation and for the second investigation to continue. I also filed for an appeal on the original investigation, something that the branch manager didn't bother to inform me of and to be made aware of whether or not the CCTV footage from the branch location or the ATM itself was actually utilized in the investigation. At the end of this, I'm still missing {$580.00} of my own money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11581
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Home Depot account was opened in my name and saying I owe them. I never opened a Recent account with them. I only have one Home Depot card and it is {$0.00} balance. I tried to dispute it with citi bank and they said its my fault I owe them and I told them. To close this account. I called XXXX and filed a dispute. They said I need to file a complaint with you. XX/XX/2023 card was opened and balance {$940.00} is owing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95843
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: In order to erroneously deny me a credit limit, Citi Bank lied and invented random disinformation that my balances are too high. My balances are about 1 percent of my credit limit. Why cant XXXX XXXX simply tell the truth and just have her people say they are really worried that the federal government will do a default rather than just randomly making up false information? Such defamation is despicable and disgusting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28208
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Home Depot account was opened in my name and saying I owe them. I never opened a Recent account with them. I only have one Home Depot card and it is {$0.00} balance. I tried to dispute it with citi bank and they said its my fault I owe them and I told them. To close this account. I called XXXX and filed a dispute. They said I need to file a complaint with you. XX/XX/2023 card was opened and balance {$940.00} is owing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95843
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have tried to transfer money from my Citibank savings account and they have frozen any withdrawals until a month from now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70001
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Citi card credit company has reported to all three credit bureaus that I have not made on-time payments in XXXX, XXXX, XXXX, of this year in 2023. This reporting is 100 % false as I have made every single payment on time. I have provided evidence of payment to XXXX and to the credit card company because they deduct the payments out of my bank account automatically. I disputed this false information on XXXX provided evidence of payment and found out today that the credit card company has declined my dispute, and will be leaving the negative marks on my credit. I am in desperate need of help because this false reporting is affecting my credit.
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: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A