Date Received: 2024-02-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: In XX/XX/XXXX, I started my pursuit to refinance and purchase a new property. The title company that has been assisting me with the process advised me that Citibank has a lien on my property. I once had a 2nd mortgage ( HELOC ) that went into default. The default resulted in a XXXX being issued in XX/XX/XXXX. After I received the 1099, a letter should have been issued to the XXXX XXXX County Circuit Court, releasing me from the debt, or a letter of satisfaction placed in my files. This never happened. On XX/XX/XXXX, I spoke to a representative who provided me with instructions. The instructions were ( 1 ) Information on where to fax an authorization letter so that a 3rd party could verify that the debt was indeed released ; ( 2 ) information that my case would be sent to management so that a letter of satisfaction could be provided to me and the Title company. On XX/XX/XXXX, I received an email from XXXX XXXX Support, advising me that Citi was no longer collecting the remaining balance. The letter did not satisfy the Title Company, because no documents were sent to the courts. On XX/XX/XXXX, the Title company called Citi Centralized Recovery Department at XXXX ( XXXX ) XXXX, to verify there was no balance and was told they could not provide any information on my account even though I provided the required documents per the representative. This is unacceptable. On XX/XX/XXXX, I called to inquire about my case because my closing date is scheduled for Friday, XX/XX/XXXX, and a representative advised me that there was no movement, even though she confirmed the loan had been forgiven in the system. The representative told me that it is customary for the Title " stain to sit there on record until the customer calls or tries to sell their home. Another time when I called the representative was complaining to me that there was an extensive backlog, which had nothing to do with me. The lack of records management and care has caused me to miss my closing appointment. This is unacceptable. My complaint is why has it taken Citi close to 5 years, to send my documents to the courts, since I have already resolved the balance. As a result, I am not able to refinance or sell my home because of the hardship Citi has inflicted on me, and probably countless others who are trying to move on with their life. The representative told me to call back at the end of XXXX to see if my documents were sent to the county and that maybe she would have a Letter of Satisfaction to share with me and the Title Company. I asked for a telephone number to an official above her business line of authority and she could only provide me with an address to write, which further delay the process. This is unacceptable. Can someone assist me?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20735
Submitted Via: Web
Date Sent: 2024-02-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-09
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I sent a check through XXXX to Citibank on XX/XX/XXXX with a due date of XX/XX/XXXX. They claim they received the check on XX/XX/XXXX and charged me a 30 late fee and XXXX interest. I believe the check was received at Citibank and they sat on the check instead of depositing on receipt. The same issue happened the previous month. Their solution was I should call them each month to make a payment over the phone or use their app to make the payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2024-02-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-09
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I opened a new checking account with Citi Bank and did a mobile check deposit. Well seeing how I just opened the account I don't have a card yet but it says I have XXXX so I tried to XXXX my money to my bf so I could use my money to pay a bill and it wouldn't let me XXXX..so I tried to talk to to someone on the app about my account and they didn't have any info for me. So I then called and talked to someone who wasn't able to help me either..they blocked my account and aren't helping me unlock it. So I have XXXX in the account that I'm unable to touch and can't get any help to get access to money. They don't have any branches in Texas so I can't go in and talk to them. Please help me out here. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75040
Submitted Via: Web
Date Sent: 2024-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-08
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Dont know the charges and how it got to collection without knowing it. Misrepresenting the nature of the debt, including the amount owed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27560
Submitted Via: Web
Date Sent: 2024-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-08
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: every time I make payments citi bank reduces my line of credit below my currect balance, closed two of my account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2024-02-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-08
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Citibank closed my Citi Costco account and told me it was because my Costco membership was expired. I verified with Costco that my membership was current, paid up for a year and active. I have been a loyal customer for over 10 years and my account is current and payments made on time or early. They closed the account and left it as open on their website and app showing available credit. I tried to use the card to buy groceries and it was declined. When I called, he told me it was closed even though their website shows it as opened and payments were current. This is deceptive financial practice and complete. Disregard for customer loyalty. I called and it was given false information by multiple representatives. This will now negatively affect my credit score, which I have worked hard to build up. Citibank is causing financial hardship for me even though I have been a good customer for many years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 780XX
Submitted Via: Web
Date Sent: 2024-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-07
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: When I logged into my Citi credit card account, I was offered the opportunity to open a XXXX XXXX XXXX account. When I completed the application, the website indicated the request was denied. I called the citi number to find out why and the agent could not find a reason. I asked if the problem was that my thre credit reports were frozen and the response by Citi was yes. The agent suggested I unfreeze the credit reports and apply again. This cycle repeated a number fo times but each time the reason for the denial given by the agent changed. They said the denial was because I applied why using a VPN, and I was denied because the offer was not valid until XX/XX/XXXX and I applied before XX/XX/XXXX. I eventually received letters that gave the reason for denial as " Unable to verify information ''. So I called Citi again and was told that " uniable to verify information '' was not the reason I was denied but I was denied because my report from XXXX had information in it that Citi considered negative. I asked what information in the report was negative and Citi would not answer. I contacted XXXX and there was no negative information in their report. At least at first there was no begative information. But because I kept re-applying as instructed by Citi, the XXXX report mention there were too many ( 4 ) application requests for bank accounts in the last 30 days. But all of those were from Citi because they kept telling me to re-apply. So in writing Citi says " Unable to verify information '' but on the phone they say a negative report but will not tell me what in the report is negative. And for what it is worth, I have a credit score over XXXX and three credit cards already with Citi, all with perfect payment history.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28655
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-07
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 have a long running dispute over a series of charges made on my Citibank mastercard. My issue was with a charge made with XXXX XXXX of XXXX on XXXX and subsequently on XX/XX/XXXX of XXXX. I errred when using their online app and wound up charged three times ( {$1900.00} ) for my annual service of {$640.00}. I was instructed to contatc the merchant for a refund. Merchant said they would process, but did not tell me there would be a credit of {$1200.00}. Because of that, I initiated a dispute with Citibank. They did provide me with an account credit of {$1200.00}. Unfortunatley, their recovery from XXXX coincided with a return provided by the merchant resulting in a double dip. XXXX recharged, without authorization the {$1200.00}. I asked to dispute this, both by using Citi 's online system and through their actual reps to no avail. I've been attempting to address this with Citi to no avail and received a notice that I will have to pursue resolution on my own end/by other means. Please help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34293
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-07
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: In late Dec-early XXXX I set up accounts at CITI ( Sav-XXXX Checking... XXXX ). They also sent me debit card XXXX XXXX XXXX XXXX ( XX/XX/year> ). By the time a pin camefor the debit card my accounts were locked/ closed by Citibank with no warningor explanatioon. I believe there is some {$5200.00} of my money in the banks hands.I have called and written numerous times with no real response other than wait 30 to 60 days for us to do anything. To date I have gotten no response as to why account frozen then closed whatsoever. I seek no damages or such against Citibank-all i want is my money returned to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77080
Submitted Via: Web
Date Sent: 2024-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-07
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I received my card in the mail so I tried to activate it online. It was asking questions I dont recall setting up. I was locked out. Call citi. They said they couldnt text but would call. No one called me so I called back and they said that I couldnt be verified. They asked me for my full checking acct number and then said they couldnt get ahold of XXXX XXXX which is scary that she asked me for my acct number and then claimed to not reach anybody during business hours. Its hard to understand the agents since theyre not from the us XXXX I feel so descriminated against. I was added by XXXX XXXX who speaks highly of city bank. This is the worse. Is it because XXXX XXXX? This is horrible. The agent kept saying she cant hear me. Im XXXX XXXX XXXX. Im trying to handle business as an adult but its hard when Im being treated poorly
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77429
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A