Date Received: 2023-05-10
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: this complaint relates to multiple issues ( statements/data, fees, interest, customer service ) we've encountered with our Citi/AAdvantage Platinum Select XXXX XXXX XXXX * we used to be able to see our chat history on citi.com, but citi has since removed this feature ; we do not otherwise have records of prior chats to provide. ** i have since gotten a new cell phone, and do not have access to my call history to provide you with records. 1. most importantly to us, we have not been able to get an accurate .csv export of our account data since XXXX when we export .csv files from our account, the data does not match what is reflected our our statements. we have tried to address this multiple times -- via chat* and via telephone** -- with citi. we have been told " technical assistance will call you '' but this has yet to happen. as consumers, we deserve to have access to accurate data, and to be able to trust that citi is appropriately managing our account -- and what they report to credit agencies. 2. beginning in XX/XX/XXXX, we have frequently encountered " system issues '' when attempting to make debit card payments via telephone. miraculously (? ) these " system issues '' are resolved after the payment due date ; however, we are then charged a late payment fee and ( likely ) interest. we both want the interest and late fees to be refunded. it's also interesting how frequently citi 's telephone system is unavailable -- and specifically for making debit card payments, which technically cost citi money. as consumers, we deserve to be able to make our payments via the method of our choosing, within reason, and to not be charged fees because of citi 's technological issues and/or because citi is trying to recoup fees it is charged for debit card payments. 3. going back to XX/XX/XXXX, we had found fraudulent charges on our account and reported them to citi XXXX while this issue was eventually resolved, it appears that we may have been charged interest on these fees at some point -- and because we have not been able to access accurate data, we can not confirm this. the late fees and interest charges likely carry a cumulative effect, thus costing us more money over time. as consumers, we deserve to have fraudulent activity taken seriously and resolved efficiently, and to not pay for fraudulent purchases. 4. we have brought this to citi 's attention on multiple occasions -- via chat and telephone calls. we are never given a quick answer, rather placed on hold for a length of time and/or told that someone will call us back. to our knowledge, we have never received a phone call from citi customer service/tech support that addresses any of these issues. as consumers, we deserve expedient service from our financial institution. 5. citi publishes on its website that consumers can " View and download statements for the past 24 months. '' however -- for us -- citi provides only *5* months of statements. where are the other 19 statements?? **** over the past three years, we have spent so much time and energy trying to address these multiple issues with citi. not only should we not need to spend our time and energy in this way, but these issues aren't even addressed let alone resolved! my first career was in XXXX and XXXX XXXX, and with various responsibilities in XXXX XXXX and XXXX XXXX. citi 's actions here and their lack of response over time would have been completely unacceptable! as consumers, we deserve accountability. and, perhaps most importantly of all : if i have the privilege and access to be able to manage my money like this -- and even spend the time trying to address it with citi -- and i **still** encounter such difficulty, then how is citi treating the consumers who *don't* have the same privilege and access that i do???
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19148
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Problem when making payments
Subissue:
Consumer Complaint: CITI offers a flex loan product at competitive rates however it lumps it together with your balance on a standard purchase rates. This makes it impossible to direct payments towards your higher rate balance instead of the flex loan. Since opening my flex loans, I made several payments trying to pay my credit card balance with standard purchase balance. I just recently realized that instead the money went mostly towards my flex loan balances. Please notice that this is the information that they put in their statements : We apply any amount you pay above your Minimum Payment Due first to the balance with the highest APR, then to the balance with the next highest APR, and so on. As a result, if the APR for a Citi Flex Plan balance is higher than the APR of other balances on your Account, we will apply the amount above the Minimum Payment Due first to that Citi Flex Plan balance, and then, after that Citi Flex Plan balance has been paid in full, to the other balances. This will cause you to pay off that Citi Flex Plan balance before the end of its repayment period and may result in an amount remaining due on your next billing statement for the other balance, increasing your Adjusted New Balance on your next billing statement. However, when contacting CITI, the reason they gave me was that because my standard purchase balance was still unbilled when the payment was made, it covered the flex loan instead. A more transparent way to do this would be to separate the balances into different accounts so the consumer can direct their payment towards the desire account. I feel ripped off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
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: Citi and I made a deal in XXXX to pay card balance. Which I paid the balance to XXXX. XXXX years later Citi has put a balance on my account for the amount they took off balance in the terms of the XXXX deal Citi never sent me anything to notify me of this wrong charge. They just did it XXXX years after I paid account off. Ive never got a statement from citi or any letter all they did is put this secret $ on my account and then hit my credit report for XXXX and XXXX days late.we made a deal. Citi is doing this maliciously. Just notify me dont bang my credit without my knowledge. They have my address. I dont owe them anything. They made a deal they took about XXXX $ off my balance and it was paid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-10
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Home Depot credit card has what they call " promotions '' when you get your credit card. What they don't tell you is that these promotions you are forced into and can not opt out of them. They also do not tell you they pick and choose what products are promotional use. Hone depot also does not tell you that if these promotions are not paid off in a certain amount of time allotted your are slapped with huge interest amounts. I was hit with XXXX in one month for interest, XXXX XXXX the month prior and XXXX the month prior to that. Not knowing, this had made ny account go over its limit. If I jad been informed about all this I could have budgeted ny account more adequately. I can only imagine how many consumers have this happen to them. These are shady business practices. Now I have even been charged a late fee since I paid my standard {$140.00}. Per month, but the wanted over XXXX because the card went over limit due to this who scheme they do not tell you about.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2023-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-10
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: Account for XXXX XXXX XXXX ending in XXXX. Citi Government Travel Card Program. Citi Reference Number : XXXX I have going round and round with Citi for months regarding this dispute to no avail. Once my travel voucher paid the balance on the card the balance was XXXX until late fall of 2022 when the disputed charge showed up- I have not used the card since a business trip I took in XXXX of 2022. That's how long Citi has been pursuing this erroneous charge : nearly 7 months. I do not recognize it and disputed it as fraudulent immediately. I have asked for documentation substantiating the charges via mail or fax because the attached documents are getting stripped when they try to send to my work email. I have yet to receive the documents for review after Citi promised they would mail the documents weeks ago. This is a {$70.00} charge I did not authorize. Period.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2023-05-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
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: 1. On XX/XX/23 my Citibank Costco Anywhere Visa Credit Card was charged a total of {$350.00}. The charge was sent from XXXX XXXX to my XXXX account. This charge was not authorized. XXXX. On XX/XX/23 my Citibank Costco Anywhere Visa Credit Card was charged a total of {$350.00}. The charge was sent from XXXX XXXX to my XXXX account. This charge was not authorized. XXXX. On XX/XX/23 my Citibank Costco Anywhere Visa Credit Card was charged a total of {$350.00}. The charge was sent from XXXX XXXX to my XXXX account. This charge was not authorized. XXXX. On XX/XX/23 my Citibank Costco Anywhere Visa Credit Card was charged a total of {$2500.00}. This was in the form of 7 separate transactions in the amounts of {$350.00} each. The charges were sent from XXXX XXXX to my XXXX account. These charges were not authorized. XXXX. On XX/XX/23 I called and spoke with the Citibank Costco fraud department over the charges. I informed them these charges were fraudulent and were not authorized. My Costco credit card was canceled and a new card was issued to me. XXXX. On XX/XX/23 temporary credits in the amount of {$3500.00} were issued back to my Citibank Costco Anywhere Visa Credit Card account. This was in the form of 10 separate credits of {$350.00} each. XXXX. On XX/XX/23 I received an electronic notice from the Citibank Costco billing disputes department. The notice stated they needed more information from me regarding claim XXXXXXXX. They requested the information be sent back to them no later than XX/XX/23. I signed the document acknowledging the charges within the claim were fraudulent and emailed the signed document back on XX/XX/23 to XXXX as requested. XXXX. On XX/XX/23 I received an electronic notice from the Citibank Costco billing disputes department. The notice stated they needed more information from me regarding claim XXXXXXXX. They requested the information be sent back to them no later than XX/XX/23. I signed the document acknowledging the charges within the claim were fraudulent and emailed the signed document back on XX/XX/23 to XXXX as requested. XXXX. On XX/XX/23 I sent a follow-up email to XXXX regarding claims XXXX & XXXX. I requested that Citibank acknowledge they had received my emails and signed documents regarding these claims that were sent back to them on XX/XX/23 & XX/XX/23. I did not hear back from Citibank. XXXX. On XX/XX/23 I sent another follow-up email to XXXX regarding claims XXXX & XXXX. I requested information on when I could expect a final resolution from Citibank regarding these claims. XXXX. On XX/XX/23 I called and spoke with the Citibank Costco fraud department over the claims. The agent I spoke with stated that they had received all my information and nothing further was needed from me. I asked if they had a resolution yet to my claims. The agent stated the claims had been closed and that I would not be re-billed for the charges. I verified with the agent that the total credits of {$3500.00} were permanent and the agent stated yes they were. XXXX. On XX/XX/23 I called and spoke with the Citibank Costco fraud department over the claims. Citibank had sent me an electronic notice that they didn't receive my information and that I would be re-billed for the charges. The agent I spoke with stated they did have the information and wasn't sure why it was stating I would be re-billed. The agent was going to re-forward my disputes back to fix the issue. I was re-billed for 9 of the 10 transactions for a total of {$3200.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50266
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I contacted Citi XXXX XXXX Credit Card XXXX in regards to a payment I did not authorize. I was set up for automatic payments for my monthly bill. I was setup for my statement balance to be paid in full every month. The payment was to be in XXXX separate payments monthly.. My bill is due on XX/XX/2023. XXXX weeks prior to XX/XX/XXXX I had made a payment to satisfy my Monthly statement balance. I checked my account online and it showed that my statement balance was XXXX and on XX/XX/XXXX I would owe nothing. However on XX/XX/XXXX {$3000.00} was deducted from my business banking account. When I called citi no one could explain why the payment went through or why that amount was paid. Can a credit card company just arbitrarily take random amounts from your account? I spent over XXXX hours on the phone with different representatives that assured me the error would be corrected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28278
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
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 received a paper statement from Wayfair in the mail which had fraudulent charges. I immediately called Wayfair customer service and a fraud investigation was opened on my behalf. Since that investigation was opened, Wayfair determined that fraudulent charges were in fact made and removed those charges, but they have failed to remove all related fees and interest and continue to refuse to do so. I now continue to receive billing statements in the mail with the with the related interest and fees, and now am receiving calls from debt collection agencies. I have called and emailed Wayfair numerous times over the past several months and they refuse to handle or even respond to this issue. Additional details regarding this matter are as follows : Wayfair Billing Statement Closing Date XX/XX/XXXX ( received XX/XX/XXXX ) : Containing {$86.00} in fraudulent charges. Fraud report submitted XX/XX/XXXX via telephone. Letter dated XX/XX/XXXX : Wayfair opens a fraud investigation claim on my account Letter dated XX/XX/XXXX : Wayfair advises that they have " adjusted the Minimum Payment Due '' on my account while the fraud claim is investigated. Letter dated XX/XX/XXXX : Wayfair advised that they removed the disputed charges " and any related fees and interest charges from [ my ] account. '' Wayfair Billing Statement Closing Date XX/XX/XXXX : containing a balance of {$4.00} ( which included interest charges and foreign transaction fees related to the fraudulent foreign transaction which were never removed ) Wayfair Billing Statement Closing Date XX/XX/XXXX : containing a balance of {$6.00} ( which included interest charges and foreign transaction fees related to the fraudulent foreign transaction which were never removed ) Wayfair Billing Statement Closing Date XX/XX/XXXX : containing a balance of {$8.00} ( which included interest charges and foreign transaction fees related to the fraudulent foreign transaction which were never removed ) Wayfair Billing Statement Closing Date XX/XX/XXXX : containing a balance of {$8.00} ( which included interest charges and foreign transaction fees related to the fraudulent foreign transaction which were never removed ) I have called countless times since then to advise of this situation and have been informed that the matter will be taken care of and the fees removed, but I am continuing to receive statements. My last verbal contact with Wayfair was on XX/XX/XXXX, at which time I was advised that my case was reopened, and that was the most they could do at that point. The representative at that time apologized and advised they would file a complaint on my behalf. On, XX/XX/XXXX, I received another billing statement from Wayfair which still contains the foreign transaction fees and accumulating interest charges associated with the underlying fraudulent charge which have yet to be removed from my account. This billing statement also indicates that my account is now 3 months past due. On XX/XX/XXXX, at XXXXXXXX XXXX, I emailed the information stated above in this complaint to Wayfair via email to XXXX. This message was sent with High Importance. No response was received. On XX/XX/XXXX, at XXXXXXXX XXXX., I forwarded the XX/XX/XXXX complaint to Wayfair at the following addresses : ( XXXX ) XXXX ; and ( XXXX ) XXXX. Again, no response was received. Meanwhile, I continue to receive harassing phone calls during the day from Citibank on behalf of Wayfair stating that they are attempting to collect a debt. Such calls were received on the following dates and times ( plus potentially other dates and times ) : - XX/XX/XXXX at XXXX XXXX - XX/XX/XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX There may be other dates and times prior to XX/XX/XXXX, but my call records on my phone will only go back to XX/XX/XXXX at this time. I would need to check actual phone records to identify all calls that I have received.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 494XX
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I had fell behind on my Citibank credit cards, I was able to bring one account back current, so I started working on the second card. I went on the mobile app to make a payment on XX/XX/XXXX, I noticed that my account had been closed without my knowledge, I had not received letter nor and email about my account being closed. So, I contacted Citibank immediately, the agent that answered the phone was not willing to listen to my complaint, he kept asking me, had I received a email about my account being closed, I informed him that the only email that I'd received was that I could call to get my payments lowered down to XXXX a month, nothing about my account being closed. He informed me that my first card was closed on XX/XX/2023, and that my second card was closed on XXXX XXXX, I asked why first card was closed when I was back in good standings, he had no answer for me. I asked to be transferred to a manager, he kept me on hold for over two hours then he hung up on me. Since my accounts have been closed Citibank has continuously been reporting me delinquent to all three bureaus, I still have not received any letters mentioning the reasoning behind closing my accounts. As of today, the card number ending in XXXX which was caught up with the balance XXXX with a credit limit of XXXX as XX/XX/2023, today 's balance on this card is XXXX. My second account ending in XXXX balances as of XX/XX/2023, was XXXX. As of today, my balance shows XXXX. I have attempted to call to resolve this matter with not success, I have disputed this with the credit bureaus. This has affected me significantly. Please help me. thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75068
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I received a phone call from a credit union that was trying to verify my information for a large loan. She then explained there appeared to be MANY other recent inquiries. All of which were fraudulent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A