Date Received: 2023-04-24
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX I received a popup on my Citi mobile app prompting me to open a savings account with a maximum incentive of {$450.00} for keeping a balance of {$50000.00}. I tried opening the account through the mobile app but the app was having technical difficulties so I called a phone representative instead. The phone representative confirmed with me that I was enrolled in the offer and I received an email on XX/XX/XXXX confirming my enrollment as well. On XX/XX/XXXX I deposited {$51000.00} and never let the balance fall below {$50000.00} until XX/XX/XXXX. On XX/XX/XXXX I confirmed the timeline that my deposit needed to stay in place with chat representative XXXX. She said the initial deposit needs to be made by XX/XX/XXXX, be held through XX/XX/XXXX, and that I would receive the bonus by XX/XX/XXXX. On XX/XX/XXXX and XX/XX/XXXX I contacted Citi regarding the status of my bonus and they stated that I was not targeted for the offer and therefore I would not be eligible for the bonus. I received a targeted popup in my Citi app prompting me to sign up for the bonus but evidently Citi has no evidence of this on their end. Perhaps the initial phone representative entered an incorrect promo code, but I had no promo code to give him in my targeted offer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 549XX
Submitted Via: Web
Date Sent: 2023-04-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-22
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/XXXX I received multiple calls from Citi bank about suspicious activity on my account and that I needed to call them to verify charges made. I called them and confirmed that my account was compromised and that the card needed to be destroyed and new ones issues. I spoke to 3 different people who assured me that the account was locked and new cards were going to be sent my way and I would receive them in 3 days. I reviewed my account today XX/XX/XXXX and more charges were made. I immediately called Citi and I spoke to another person who confirmed that the card was not cancelled and that in fact nothing had been done. At this point I was livid as I spent over an hour handling this with the agents and nothing was done. She then told me she also couldnt do anything and that a manager needed to call me in about 24 hours. No call has been received and my account is still compromised and nothing has been done to prevent further fraud on my account. This has been failure after failure in account security and regulation Z of the federal reserve board violation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 761XX
Submitted Via: Web
Date Sent: 2023-04-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-22
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: the Citi bank closed my checking account, and until now didnt refund my money was in my account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10306
Submitted Via: Web
Date Sent: 2023-04-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-22
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: A temporary authorization was placed on my credit card account in the amount of {$320.00} by XXXX on XX/XX/2023. I was assured it would be removed immediately upon receipt of their returned XXXX pre-paid item. The item was returned back by XXXX on XX/XX/2023 per attached receipt. Receipt of delivery was confirmed with XXXX by phone on XX/XX/2023 and I was assured the creditor was notified and the authorization amount was removed. I was told it might take 3-5 days to show on my credit card account but the merchant would be able to confirm it was done prior to it's posting. As of today XX/XX/2023, Citi card continues to hold the {$320.00} against my available credit line and insists they have no record of the authorization being lifted. I filed a dispute in order to get a temporary credit for my available credit line to be corrected. They will not give me a credit because an actual charge was never made, only an authorization. However, I am still absent my available credit of {$320.00} and they refuse to reinstate it. Citi said I just have to wait 30 days for it to fall off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-22
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I've called multiple times about this issue, so please understand if all of the dates do not line up. I contacted Citi about my life and medical hardships since they began occurring in XXXX. Having lost both of my parents, getting to buy a house, but then immediately getting into XXXX XXXX car accidents, losing two jobs, my fianc losing her job with being unemployed consistently, and both of us needing XXXX, there was a lot going on. I made every effort to at least keep the account as current as possible, granted being a few days late here or there and being over limit due to having to bridge the loss of income with something. Citi profited from me from use of the card, from late fees, and from interest, all during my period of medical issues and lowered income. Fast forward to XX/XX/XXXX where my fianc and I finally settle our XXXX XXXXt cases out of court and have enough money to pay down about 90 % of our debts, so we do. I chose to pay Citi on XX/XX/XXXX, the roughly $ XXXX that I owed them across three credit cards. Not maybe several days to a week after I make these payments and finally feel some semblance of normalcy coming back to my financial situation, Citi chose to cut only ONE of the credit limits down by over 90 % ( $ XXXX to {$1300.00} ) ; of course this also the XXXX card I was looking forward to using again on the daily and paying off consistently since it has the best rewards and APR. Citi had not, and still has not, touched two of my Credit Cards that I don't use, as these cards currently have penalty APR rates. I feel Citi is waiting for me to use so they can profit off the fees again due to my medical situation, before the penalty rate falls off then they will cut the limits down on these cards too. I have contacted Citi to attempt to reinstate the credit limit to no avail. I have asked to combine/consolidate my credit limits to this one card ending in XXXX to no avail. Citi has cleared discriminated against me by profiting off my misfortunes, waiting for me to pay them off in full, then immediately reducing my ability to spend down. Citi will make claims stating " We are abiding by ECOA and FDCPA '', but there is evidence here that shows they are choosing to do otherwise, only profiting off of negative situations before wanting to reduce risk and claim it under ECOA and FDCPA. If Citi had either waited an entire Billing cycle or allowed multiple Credit Limit reinstatement requests, they would see that my risk profile has significantly reduced over the course of the past 45 days, as my utilization has dropped, several inquiries will be falling off in XXXX, and increased income due to my fianc being back to work.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34609
Submitted Via: Web
Date Sent: 2023-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-22
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: XX/XX/XXXX On XX/XX/XXXX : Spoke with the Fraudulent Department for " Shop Your Way Mastercard '' by Citi Bank and XXXX told me not to make a payment until they had completed their investigation. However, I did make a payment on XX/XX/XXXXXXXX because I received a letter stating that I was still responsible for the payment for statement. I am disputing the charges between XX/XX/XXXX to XX/XX/XXXX. My XX/XX/XXXX statement was $ {$940.00} XX/XX/XXXX was {$990.00} and my XX/XX/XXXX was {$7700.00}. I have written several letters to " Shop Your Way Mastercard '' Security Fraudulent Department in XXXX XXXX, SD XXXX Case # XXXX I also filed a report with XXXX Police Department, XXXX, Texas : Case # XXXX In addition, I did file a report with the FBI-I never heard from them. Lastly, I was contacted by XXXX, XXXX XXXX XXXX, a collection agency for Citi, N.A. Account # XXXX XXXX Reference # XXXX I have also written to them, XXXX. They said I am still responsible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78520
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-22
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Ive made funds transfer using Citi bank.com on XX/XX/XXXX XXXX XXXX EST. I posted the transaction to be completed for XX/XX/XXXX where the funds should have been transferred to my XXXX bank account. I waited patiently until XX/XX/XXXX and funds didnt get transferred. I made another transfer for {$9000.00} to my XXXX XXXX the same day on XX/XX/XXXX however that transaction had double posted to my account causing overdraft of {$8700.00}. When I called about the issue to XXXX # for Citi bank and explained the situation they said it was user error. I explained again and spoke to next level supervisor who stated this was glitch in the system and give them 24 hours to resolve this error. Next day the error for {$9000.00} was resolve and my act was positive for {$270.00} however the {$6000.00} transfer which was to have occurred on XX/XX/XXXX business day was never resolved. Msg XXXX XXXX account still didnt have those funds and my Citi act was debited. I called on Tuesday XXXX & XXXX speaking to different agent supervisors who all stated they will escalate this issue and get the {$6000.00} transfer successful or suspend the transactions. Each time I was given lame excuse and reason why this was an error in Citis behalf. I had to take care of family matter and I couldnt due to inaction on Citi. I called today XX/XX/XXXX Saturday and spoke to three different supervisors in different departments who all were hearing about this error for the first time. Each one of them tried to cancel the transfer and got same error I did that transfer was cancelled but funds never got back to my Citi account. I was very patient each time with Citi & had to explain this bank error each time. No one of the agent I talked with gave me a case id or reference #. The last overseas agent I talked with today just gave me her user id # XXXX and asking me once again to wait for another two business days to resolve this error. Ive lost faith in Citi to resolve this issue for large transaction for {$6000.00} which I have no access to for last 7 days. Ive lost my interest and suffered by losing my valuable time and unable to handle family finance due to Citis inaction. Each agent /supervisor had promised to resolve this snd agent on XX/XX/XXXX Thursday promised to resolve this by end of business day and call or email me. This never happened!!! Im still missing {$6000.00} from my account. Each time their online system allows to cancel the external transfer but funds never actually get cancelled. Supervisor at citi tried this each time and I tried it many times. Ive attached some snapshot for your online which stated the transfer can be cancelled till XXXX XXXX each day but it never got cancelled nor funds back to my citi account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30017
Submitted Via: Web
Date Sent: 2023-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-23
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/2023 there was a transaction made on my Citi Bank account in the amount of {$2100.00} with XXXX in XXXX, XXXX. The transaction was a mistake given issues on the companies website and within minutes I called Citi Bank to cancel the transaction. I was told that it had been declined, however that if it went through that I shouldn't worry, that they would take care of it and cancel the transaction. The person I spoke to then instructed me to submit a claim. Additionally, I stayed at another hotel on those exact dates charged to that same credit card, which is another proof point of why I would have never used the services of XXXX. Immediately, I submitted my claim and was given temporary credit, while the situation was investigated. I communicated with various different people and on XX/XX/2023, I was told that I was found responsible. I then called again and resubmitted information to reopen the investigation and was told that they would reopen the investigation and that I would hear back again and that I shouldn't worry, that I would be taken care of. In the dispute center, on the online app, it currently reads that my situation should be resolved no later than XX/XX/2023 and I called today XX/XX/2023 to be told that there was nothing that could be done for me because the merchant of the hotel ( that I never stayed at ) had been credited the money. Through earlier conversations with Citi Bank employees in XXXX, this was never communicated to me. Throughout this entire process, I spoke to someone named XXXX located in the XXXX, XXXX located in Arizona, and XXXX based in the XXXX as well as several other people. I'm extremely frustrated with this whole process and have never experienced anything like this with any of my other credit cards. Given that I was not given adequate communication, assistance or support through this, I decided to cancel my credit card with Citi Bank and will never again reopen. There was a lack of honesty, transparency, and customer support on behalf of Citi. The moment I called, minutes after this transaction was made by mistake, I was told I would be taken care of and that the transaction would be cancelled. However, each time I called I was given different information and clearly given inaccurate information and transferred to different people. As I was closing my account, I was told by someone named XXXX that I would be getting a {$99.00} credit given my experience, which was extremely insulting and disrespectful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2023-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Called multiple times to dispute ID theft, credit card theft etc. Sent information to all credit card companies, tried calling multiple times, Over the past several years-nothing resolved or looked into ; I either had a person that was not able to speak English, transferred multiple times, Companies unwilling to look into theft, despite certified letters sent, surgeries I had that were requested, sent all information via mail, and again multiple phone calls. Told by representatives nothing could be done, including XXXX XXXX XXXX XXXX XXXX XXXX XXXX Citibank, XXXX XXXX XXXX XXXX XXXX XXXX XXXX Citibank 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 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX never applied XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95531
Submitted Via: Web
Date Sent: 2023-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-23
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: citi cotsco credit card account. On XXXX XXXX XXXX was made An agreement with the account creditor. This account was settled and paid. But still showing as unpaid in to my credit history. Or this is not fair. I already called them several times but they dont want to cancel it as we agreed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A