Date Received: 2023-05-08
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: On XX/XX/XXXX, I noticed a {$72.00} charge on my ( Citibank ) credit card that I did not authorize ( dated XX/XX/XXXX ). Through my Citibank online portal, I clicked a linked on the unauthorized charge labeled, " Dispute Charge ''. The next screen was boldly titled, " Dispute a Charge '' prompted me to select a " Reason for Dispute '', and I selected an option labeled, " Charge not recognized or authorized ''. There was no link or verbiage to select any reason that had to do with 'fraud ' or 'fraudulent charge '. I clicked a button at the bottom of that screen labeled, " Continue '', which took me a final screen ( also boldly titled, " Dispute a Charge '' ) that asked me to click another button at the bottom of the screen to " Verify your Dispute ''. After doing so, I received no email, phone or text communications from Citibank notifying me of what I had initiated and what I could expect to happen next. Days later, when attempting to use my credit card, it was declined and I called Citibank to inquire why. I was told that I filed a fraud claim. I explained that I did NOT file a fraud claim, I simply " Disputed a Charge ''. I've called Citibank back numerous time and each time, I'm told that I did not " Dispute a Charge '', but I did " File a Fraud Claim ''. It's my understanding that under the Fair Credit Billing Act, Citibank is intentionally misleading their customers into filing fraud claims without making clear the process for and repercussions of doing so, thus removing my legal right to be made aware of the fraud claim process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 497XX
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Opened a Home Depot card after receiving a letter in the mail, followed by an email advertising 18 months 0 % interest. I receive the card and begin using it, but when I login to the site it only says 6 months special interest. I send them a message asking for them to clarify and they respond with extremely confusing and lengthy amount of steps that need to be taken to request additional time on the interest charges on a per transaction basis. I am still receiving letters asking me to open a card with 18 months 0 % interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63366
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: My credit limit was lowered with no information provided. I called and spoke to a customer service representative who informed me she would send an email regarding why and no other information. I received the email and per email stated a lower payment was made and this is incorrect and I feel that due to my race this company has unfairly targeted me. I always make a full minimum payment and have never maxed out my balance. The other reason was due to caring a high balance on my other cards which are within the 30 % and only because of my financial situation for they were at 10 % prior. This is why once again I feel I am being targeted for being of XXXX descent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93035
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Creditor is reporting late payments affecting my credit score, I've reached out multiple times and they refuse to verify/remove the late payments that's being reported. If, after any reinvestigation under paragraph ( 1 ) of any information disputed by a consumer, an item of the information is found to be inaccurate or incomplete or can not be verified, the consumer reporting agency shall ( i ) promptly delete that item of information from the file of the consumer, or modify that item of information, as appropriate, based on the results of the reinvestigation; and ( ii ) promptly notify the furnisher of that information that the information has been modified or deleted from the file of the consumer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32808
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: XX/XX/2023 I contacted Citibank to open a new personal checking account. I had a large check I needed to deposit as soon as possible and there were no branch locations within 250 miles. I completed the disclosures, opted in for digital signatures and electronic verification on the account. I submitted the requested verification documents immediately after receiving the docusign email. This resulted in high risk credit inquiry no. 1 on my credit. XXXX 4 days after submitting the application, I called Citibank to check on the status of the account/application. I was told that they decided to close the account because they believed it was fraudulant. They never contacted me for additional information to verify my identity or to even let me know they were unable to open the account. XX/XX/2023 I contacted Citibank again and began a new application ( number 2 ) over the phone. I specifically stated that I needed to open this account with digital/electronic verification due to the time restraint. She said no problem, as soon as she was done with the application, I would receive an email with my new account information, I can create an online ID and deposit my check via mobile deposit. XX/XX/2023 I contacted Citibank again to follow up because I had not yet recieved an email from them. They informed me that I did not opt in for electronic verification. I told them, I specifically stated I needed electronic verification because I have already submitted 2 applications in a week and still do not have an account and can not get the same straight forward answer from anyone single person. They said they could not open the application to opt in for the electronic verification, I would have to mail back everything after I received it in 7-10 business days or I could cancel that application and start a new one. I canceled the application. This resulted in a high risk credit inquiry AND an account opened with my ss number, so 2 additional marks on my credit history. XX/XX/2023 I contacted Citibank AGAIN... and started application no. 3. I opted in for electronic verification. I signed the signature card electronically immediately after receiving it and submitted the requested verification documents. I was told by 3 different agents that proof of residency can be a utility bill, an internet bill, OR a bank statement. I submitted a 17 page document containing a recent statement for my XXXX XXXX account, a loan payment due statement, AND the last page was a XXXX XXXX bill for my electricity. XX/XX/2023 I received another email to upload proof of address verification. So I resubmitted what I had sent the day prior. I contacted Citibank later that day asking for the status on the documents I submitted for verification. She said they are not acceptable. I asked how that could be... I submitted a loan payment request statement, a bank statement less than 30 days old, and an electricity bill. She informed me that the department who does the verification failed to review all pages of my submission, missing the last page with the electricity bill and instantly rejected my submission just based off the first few pages they chose to actually look at. Credit hit number 4. I am about to lose a {$15000.00} check because of this. The lack of communication with clients, failure to notify me of a denied application and the reason why, and failure to be thorough in the review of documents submitted is not acceptable and is more than likely going to cost me {$15000.00}. I needed this money, Im unemployed, waiting on XXXX, and this could have been a huge leap forward for me in life.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77388
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XX/XX/2023 i opened an account with Citibank online. I had a few depsots placed into my account totaling about {$140.00}. About a week later i noticed issues with accessing my account. When i called they accused me of depositing a fraudulent check. Citibank then froze my account with my knowledge. When i tried to call again they stated that my account was going to be closed with no mention of receiving refund of the balance of my account. After calling back today XX/XX/XXXX i was told that it would be about 30-60 days until they close my account fully before a check from there corporate wouyld be mailed out for the remaining balance. i have call several time between XX/XX/XXXX and XX/XX/XXXX in regards to my account while receiving very litte to no help from Citibank officials.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32811
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I obtained a XXXX Mastercard a couple of months ago-under the promotion of 0 % APR until XX/XX/2023. I have used the card several times and have been charged interest the past 2 months. I called today and spoke to XXXX XXXX, on XX/XX/2023 and this employee acknowledged I was under the promotion correctly, and I was charged interest wrong. She said she could refund me only 1 month of the wrongly accrued interest. I told her this wasn't acceptable and I needed them to refund both of their errors. She said that wasn't possible. I asked her why they lie then because the email that I got reminding me was that it was still 0 % APR until XXXX. She said she wasn't sure, but did acknowledge that it was a lie. I asked her what was a lie and she put me on hold for a couple of minutes without telling me and finally got back to me and I told her I would be filing a complaint unless they refunded the money that they lied to me about the promotion. She put me on hold again and I do not have all day to sit and wait for a manager or supervisor to come to the phone and argue with them. This employee admitted that I wasn't charged correctly but still refused to refund the money. I was lied to by this company about their APR and when it ended and what it covered. What this employee said doesn't match what is in my email or what I signed up for.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44903
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: XX/XX/2023 Citi-VISA blocked my card on XX/XX/XXXX. They claim there was suspicious activity. I reviewed my account online and verified all of the transactions. I am in XXXX and had posted a valid travel notice with Citi-VISA XXXX I spent over one hour on the phone. The two representatives would not identify which transactions they questioned as suspicious. They claimed they could not verify me me. I provided the code from the travel notice. They said a letter would be sent to my address in the US. But provided no details. They are too quick to claim a transaction is " suspicious ''. Blocking the card put a hardship on me since I needed to use the card to get back to the US. There was no real reason to block the card. I had been making regular purchases with the card will in XXXX. They wished to call my phone number of record. That is a US phone number, there is no one home to answer the phone. I gave them my XXXX phone number, but they didn't call that number. Blocking the card for a cardholder traveling out of the country results in a terrible inconvenience because credit cards are such an important payment method for travel expenses. I was regularly using the card before they blocked it. There were no suspicious charges. And I filed a valid travel notice. I called back again, that representative was able to verify me with the travel code and claimed to have unblocked the card. This was a terrible inconvenience and not the first time I've experienced problems with Citi-VISA while out of the USA. They need to place less emphasis on verification by phone, especially for those traveling outside the USA that can't use their USA mobile phone overseas and/or are not at home to answer their home phone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Federal Credit reporting Act this creditor has violated my rights! Under Article 15 U.S.C. 1681 section 602 says I have the right to Privacy. 15 US.C. 1681 section 604A Section 2 it also states a consumer reporting agency can not refurnish an account without my written instructions. Under 15 U.S.C. 1666B A creditor may not treat a payment on a credit card account under an open and 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: 765XX
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
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 never even got the card in mail and I have dead to never ever maxed it out and they wont take it off my name even after I sent them the identity test deal they still didnt take it off. I had to go to the IRS and through the Social Security department to clear my name for minion cards in this one dont takeoff my name.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94901
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A