Date Received: 2023-05-04
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/, an unknown unauthorized person withdrew {$10000.00} from my XXXX XXXX account and opened an account online at a Citibank. On XXXX XXXX XXXXXX/XX/XXXX discovered the fraudulent transaction and reported it ( with great difficulty ). I followed the bank procedure and had my account frozen. It was determined to be fraud and my money was returned a few days later. I have tried to reach someone at Citibank to report that the account opened is fraudulent. The Citibank automated customer service line will not connect me with anyone who can help me. On XXXX XXXX XXXX my husband and I went to the local branch of Citibank and spoke to a manager. I had an ATM card from Citibank I had received in the mail but no other details about what happened. The manager made a phone call and pulled up a screen showing us the details of the account that had been opened in my name, with my address, with funds from my XXXX account and my social security number. The account was opened on XX/XX/ and on XXXX XXXX XXXX the thief transferred out {$9900.00}. I did not think to ask for a copy of the details of the transactions such as routing numbers or anything that might help the police or the FBI to catch the person. The manager told us she would close the account and report it as fraud. She said I would get an affidavit of fraud in the mail that I would need to sign and return. So far, I have received nothing. I have no evidence that the Citibank was marked fraudulent nor that it was closed. I can not reach anyone through their customer service line and they have, much like XXXX XXXX, flat out refused to give me a mailing address where I can direct my request. The manager of the local Citibank branch does not return my phone calls. I have filed and identity theft report with the FTC. I also filed a limited fraud complaint with the FTC but I have no details about the account to include in the report since I dont have any. I filed a police report as well but since there are no transaction details there is little they can do. Both of these banks are very difficult to communicate with because neither of them seems to have a mailing address where they can be reached. Someone needs to stop this behavior and make it easier for ID theft victims to document the case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10025
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: The credit card company, Citi Costco, deducted payment for my XXXX bill twice from my account. The cause of this double deduction is unclear, but I think what happened ( based on my browser history ) is that I set up a payment on XX/XX/XXXX, to be deducted XX/XX/XXXX. I rechecked the payment status page on XX/XX/XXXX and didn't see a pending payment, so set up the payment again. ( At that point, I thought I must have just forgotten to set it up. ) On XX/XX/XXXX, I realized that Citi Costco had attempted to deduct payment twice. The first attempt, on XX/XX/2023 for {$3200.00}, was successful. The second attempt, also XX/XX/2023 but for {$3300.00}, was unsuccessful because I did not have enough in my account to cover an additional {$3300.00}. As a result, Citi charged me a {$30.00} return check fee and my bank charged me a {$35.00} insufficient funds fee. My bank account should a negative balance of about {$3000.00}. XX/XX/2023, Call 1, XXXX : I immediately called Citi to alert them of the error and ask them to retract or cancel the charge. Based on my conversation with the supervisor I spoke to, I had the impression that speaking to my bank would allow them to cancel the second deduction. XX/XX/2023, Call 2, XXXX : I called Citi , and with a supervisor we called my bank XXXX XXXX XXXX ( XXXX XXXX XXXX ). As it emerged over the conversation, Citi wanted XXXX XXXX XXXX to confirm that the 2nd deduction had cleared -- although I told them in the initial call that it would NOT clear because I didn't expect to have a second {$3300.00} charge that month. The Citi representative told me that there was nothing they could do to reverse or cancel the charge because it's an automated process and I would have to wait until XX/XX/XXXX for the third failed attempt to withdraw the payment. ( In the meantime, my balance would remain negative and my bank would charge me an insufficient funds charge for each attempt [ {$100.00} ] ). I was frustrated with this failure of solution. I eventually spoke to a second level supervisor who told me that though he couldn't do anything to address the central problem he would ensure that I was credited the {$30.00} return check fee, which would appear on my XXXX statement. In an effort to resolve the situation more quickly, I managed to transfer cash to cover the charge from my business account ( basically using my business 's tax reserve ). XX/XX/2023 : Citi made a 2nd attempt to withdraw the funds and was successful. XX/XX/2023, Call 3, XXXX : I called Citi to confirm that they had received payment and would be able to begin the process of reversing the charge. I was told they weren't able to confirm that they received payment because my bank isn't open on the weekend. XX/XX/2023 : Call 4, XXXX : I called Citi and we conferenced in my bank, which confirmed that the second payment had cleared. When I asked the Citi representative when I could expect the refund to my account, they told me that it should appear in the next day or so. XX/XX/2023, Call 5, XXXX : I called Citi to follow up about refund since it had not yet arrived in my account. I was told that I would be receiving the refund for at least another few business days because the transaction had to be reviewed. The person I spoke to also told me that the person I talked to on XX/XX/2023 should have explained the process and timeline ( review, no return for 5-10 business days ) and the fact that they had not made this information available was a failure of required disclosure. Because I thought I would have my refund in hand by ( at latest ) XX/XX/2023, I did not plan to have sufficient funds in my account for my mortgage and car payment to clear on Monday, XX/XX/XXXX. I had to pay for an expedited transfer ( which may or may not have arrived on time ). While the individuals with whom I have spoken at Citi have been polite and are in no way responsible for the company policies, the entire process had been extremely frustrating and caused significant financial difficulty : I have accrued {$100.00} in fees for non-payment ( bank and credit card ), have had to move funds between my business and personal accounts in ways that are NOT good accounting practice, scrambled to find funds to pay my mortgage because I was waiting for a refund of more than {$3000.00}, and ( potentially ) negatively impacted my credit score. They have insisted that they are unable to do anything to rectify their mistake because its part of an automated system, which seems ( if true ) an incredibly bad design flaw. As of today ( XX/XX/2023 ), my credit card account still reflects the two payments, and I have not been refunded the cash I paid in an attempt to resolve this situation sooner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27701
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I do not have a credit card number to provide because I dont have the card and they wont provide it. All I know is it ends in XXXX. In order to get the number they said they needed to send me a new card. More confusion. Credit card issuer Citi Rewards+ is unable to provide details of a purchase/s that they say was made and Ive been paying on monthly for two years. Im not sure how long Ive been paying because I have no information provided to me on their website before XX/XX/2023. A new number was issued they said, and a new card was supposedly sent out that I never received. I asked if anything was activated- no. Online statements start in XX/XX/2023. Two supervisors looked back on the old number and show no purchases. One said there was a loan made but could not see details. I have never taken a citi loan nor do I recognize or have any documentation of this new number they are crediting my payments to. I requested full documentation, as I have no information to go on via their website and the agent was not able to provide additional details other than mailing in 7-10 business days, which she acknowledged did not show details. She then said file a complaint with the fraud department, which she did. Further more, they said I called in in XXXX to dispute charges I didnt recognize. However- there are and have not been any charges to dispute in years, per three agents. I can only see back to XXXX and would, not have any reason to disput e charges that don't exist. I did not receive a new card. Ive been paying XXXX XXXX month in autopay, for how long I am not able to see. I would like to know and see detailed documentation what it is Im paying on and for how long.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have multiple cases/claims opened on this fraud dispute. This letter is a response to the decision made on the fraud case currently under investigation for the above referenced account ( Case # XXXX ). My last denial letter from Citibank was dated XX/XX/XXXX. The following is the list of disputed amounts : XX/XX/XXXX ( {$500.00} ), XX/XX/XXXX ( {$500.00} ), XX/XX/XXXX ( {$500.00} ), XX/XX/XXXX ( {$500.00} ), XX/XX/XXXX ( {$500.00} ), XX/XX/XXXX ( {$500.00} ), and XX/XX/XXXX ( {$500.00} ), which seems to not be included with the disputed amounts referenced in Citibank 's denial letter, the total disputed is and should be {$3500.00}. I HAVE TRIED TO CORRECT CITIBANK OF THIS ERROR MULTIPLE TIMES! Secondly, it stated that in the letter that the case was denied due to Citibank records indicating that these withdrawals were made from my account using my banking card ; this is a false statement as it shows on my records that these were ACH transactions facilitated to a XXXX XXXX which I have NO RELATION to and is NOT A REAL COMPANY. I first went to the bank to notify Citibank of this fraud on XX/XX/XXXX. Without checking the Saving 's account, the representative from the Citibank branch located on XXXX XXXX XXXX XXXX XXXX, NY only closed the business checking account. Meanwhile the fraudulent activity was allowed to continue to occur with my savings account, which stayed open. Since I did not have access to mobile app ( citibank shut it down due to fraud activity ), I was not allowed to see the fraudulent activity until later when I received the statement dated XX/XX/XXXX. By then it was too late and the fraudster made 7 withdrawals of {$500.00}, totaling {$3500.00}. I went to the bank after receiving XX/XX/XXXX statement ( email the digital copy of statement ), I went to branch immediately and closed the savings account. Once I suspected the fraudulent activity was occurring in the savings account from the XX/XX/XXXX statement, I notified Citibank and closed the account immediately, but it was too late as {$3500.00} was already withdrawn from the account. Under Citibanks direction, I was advised to contact XXXX BANK, which I assume to be the recipient bank. I followed Citibank 's instructions and obtained a letter from them which I forwarded down to your fraud team. I am APPAULED by the mishandling of this case, I feel as though Citibank is making an effort to NOT assist me in this matter and I feel I am fighting a battle against the person who stole my money as well Citibank which is supposed to help me during this trying time. I was NEVER given a provisional credit while they were conducting their investigation. I really hope you can help me rectify this situation with Citibank so that I can be credited the money that was stolen from me. I look forward to your response. The following are dates that I remember including letters via mail, in-person visits to various Citibank branches XXXX and telephone calls made to Citibanks fraud/dispute department. XX/XX/XXXX I received a letter in mail notifying me of suspicious activity to my business checking, this was related to the XX/XX/XXXX check On XX/XX/XXXX I went to the branch and found out that someone tried to write a fraudulent check, which was stopped by Citibank. They closed account and opened a new checking account. XXXX. I got another notification a week later with another fraudulent alert from citibank. I went into the Citibank branch located in XXXX XXXX XXXX XXXX XXXX, NY XXXX XXXX The customer rep closed the recently opened CHECKING ACCOUNT and OPENED ANOTHER ONE. Customer rep from XXXX XXXX XXXX did NOT check the Savings Account, which had fraudulent activity also because it was not checked we did not close it and it remained opened. Since I did not have access to mobile app I was not allowed to see the fraudulent activity until later when I received the statement dated XX/XX/XXXX. By then it was too late and the fraudster made 7 withdrawals of {$500.00}, totaling {$3500.00}. XX/XX/XXXX I went to the bank after receiving XX/XX/XXXX statement ( email the digital copy of statement ), I went to branch immediately and closed down the savings. XX/XX/XXXX XXXX form Citibank to reach out to merchant, which I contacted with no resolution. XXXX XXXX XX/XX/XXXX First denial letter with Case ( XXXX ) dated XX/XX/XXXX XX/XX/XXXX - Went to a different branch with a helpful customer representative who notarized a letter I drafted and faxed letter to Citibanks Executive Department . XXXX A representative from the executive Department called and collected more information regarding this case. Filed and submitted an official complaint Referral Form to the FBI XXXX XXXX XXXX XXXX XX/XX/XXXX Letter from Citibank with another Denial ( please see letter ) ( case XXXX ) XX/XX/XXXX Spoke to fraud dispute department from Citibank and opened up a new case after denial letter dated XX/XX/XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11354
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2023, I was informed that my Citi bank account is blocked while I was trying to withdraw money in a bank. The reason they told the tell is that my account is relatively new and it needs additional information verification. Someone will call to verify. However, nobody called me and I got an email saying the bank could not reach out to me. Therefore, I called back several times. After that, they have informed me that they think someone is taking the money from my account, that is why my account is blocked and they need to review the account, they would not unblock it. Knowing the situation, I checked back at the afternoon, and the lady picked up phone transferred me to a specialist. The specialist told me that my account is in the process of closure and if I need the money I could go to a branch and get the money as check. So, I went to a branch immediately and see the banker Im familiar with. He told me that since there is money pending on my account, he could not release the money, but I could check back the next day, everything should be alright. On XX/XX/2023, early in the morning, I went to the branch and checked with a teller. The teller called the department but they would not release the money. Therefore, I made the phone call myself to check what was going on. I made several phone calls, they informed me that I have to wait for 60 days until my account is closed, so they will send out the check to get my money. I explained the situation that I will be leaving US at the end of XXXX and not back until XXXX, I need the money urgently. However, they all said As for now, I need to disconnect this call, thanks. Nobody answer or offer any solution to me, they were all like robots. I decided to see my banker again. My banker tried to call, but everyone picked the phone just transferred the banker to different lines with the saying that Im not responsible for the problem. At the end, no one has answered any of our questions and offered any solution to us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92612
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Hard Inquire reported on my account is inaccurate. Needs to be removed, it is damaging my lifestyle. MACYS/CBNA Inquiry Date : XXXX Removal Date : XXXX Type : Department and Variety Stores XXXX non specific It is being reported on my credit and damaging it. PLEASE CORRECT and REMOVE as soon as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79924
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: This credit card was opened on XX/XX/2023 with a balance transfer option. I received the cards and activated them. On XX/XX/2023 when logging into my account online, I noticed it was flagged for fraud with a toll free number to call. When calling that number, I was able to verify my credit card number and the security question answer. When speaking to the agent, I was told I needed to be sent a verification code. Instead of sending the code to the phone number that is already registered to the account, I was asked to provide a phone number to send it to. I provided the same phone number that is registered to the account. I did not receive a verification code. When I asked if the agent sent it to the correct number, she confirmed that she did. I told her that I had not received the verification code and she asked if she could send to another number. I explained to her that I only hade one phone number registered to the account, and I thought it strange that she'd be able to send a verification code to any other number. She asked for the number anyway. I gave her my work cell phone number. After she stated she sent the verification code, I still had not received any. I was asked if I had a home phone number. I told her I did not have a home phone number. I requested she send the verification code to the email address on file since the phone verification was not working. She stated that she could not send an email verification. I was informed that the next step would be to send a letter with a confirmation code to the mailing address on file. I find it frustrating that their fraud verification system does everything except to verify who I am when necessary. I am being denied access to my account due to a faulty security system on their end. I have already checked with my cell phone provider. I do not have a block on two factor authentication. After ending the call, I was able to log into my Citi account online. When I clicked on My Profile, it prompted me to receive a verification code. I clicked to proceed, and that verification code came through without any issue. However, since my account is still locked due to potential fraud, that was the furthest I could go.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70301
Submitted Via: Web
Date Sent: 2023-05-04
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: On XXXX XXXX XXXX XXXX I ordered XXXX boxes of wall panels from XXXX XXXX XXXX for my home office improvement using my Citi Premier credit card, worth {$810.00} total. On that same day, the Merchant XXXX XXXX XXXX XXXX ) sent me XXXX separated automated emails, XXXX email contained my order information and XXXX email contained XXXX tracking numbers XXXX there are 5 XXXX tracking numbers XXXX so Id assume each XXXX tracking number is for each box of the wood panels ) From XXXX XXXX XXXX XXXX XXXX XXXX - Ive been keeping an eye on the XXXX tracking numbers XXXX but two days, three days, four days later, the tracking numbers never get updated. They still show The delivery date will be provided as soon as possible. I grew concerned whether Im buying products from a legit business or not. So I emailed the Merchant asking for my order status, but no response. I sent a messenger to the Merchants XXXX for which I first learnt about their products advertisement, still no response. On XX/XX/ - I filed a dispute with my Cit Premier credit card, because ( 1 ) the XXXX tracking numbers were still showing The delivery date will be provided as soon as possible. in fact, the XXXX tracking numbers still show this same message as of this writing and ( 2 ) there were no response to my inquiries from the Merchant. I also sent an email to the Merchant requesting to cancel my order and get my refund back, stating my concerns above. On XX/XX/XXXX XXXX XXXX - the Merchant, for the first time, replied back to my email saying that my order was being shipped via XXXX but provided no XXXX tracking number. I replied to the email and again requested to cancel my order. On XXXX XXXX XXXX XXXX XXXX delivered SOMETHING to me, but since I dont have or expect any XXXX tracking number from the Merchant I refused to accept the delivery and asked the XXXX to return whatever in the package back to the sender. Fast forward, on XXXX XXXX XXXX after Citi card refused to refund my money back. I called both XXXX and the Merchant. The XXXX told me ( on the phone ) that the shipper ( aka the Merchant ) instructed them to return the product to somewhere in New Jersey. But the Merchant told me ( on the phone ) that the XXXX should return the product to their business address in XXXX, California. Then the Merchant told me that they would file a claim against XXXX. However, this is none of my business, my business is to get the refund back. Today ( XX/XX/ -- after 5 months long ) the Citi Premier card still keep refusing to refund {$810.00} back to me, citing that they have exhausted their investigation and also stated that the Merchant bank refused to refund the money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94551
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I'm reaching out to you in regard to the welcome bonus for my Citi Savings Account. I was offered a welcome bonus on Citi.com for enrolling/opening a Citi Savings Account . However, I recently learned that I was denied of the bonus. The explanation given that I have a Citi Gold Package which made me eligible for the Citi Savings Bonus. However, Citi should not target me or offer me a Citi Savings Welcome offer if I'm not eligible. In addition, my understanding was that as long as I open the Citi Savings account I should be eligible for the welcome offer. This is terrible customer experience. Please let me know if you can help rectify this situation and escalate this to the appropriate team. I'd need the welcome bonus to be awarded, otherwise I will escalate this further with CFPB for deceptive marketing. Thank you for your help Account Number XXXX I also have attached the letter of explanation on the denial of the bonus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19702
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: XXXX charged me {$1500.00} incorrectly. They said they refunded me {$65.00} on XXXX. Citibank wont give me my credit back
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77084
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A