Date Received: 2023-04-23
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: My wife ordered a dress from XXXX XXXX ( XXXX ) in XX/XX/XXXX for {$2800.00}. When the shipment arrived at our home it was not the dress we ordered. We requested a return authorization from XXXX which was granted, and the incorrect dress was returned to them. When received, the XXXX receiving department determined the dress was not the dress which was ordered and sent it back to us again. We contacted XXXX numerous times but they would not accept the dress they shipped in error back for credit because it was not the dress ordered and billed. Thus, we were being forced to accept merchandise which we did not order nor want. We filed a dispute with Citibank, the credit card issuer in late XX/XX/XXXX. Citi sent us an undated letter, to a XXXX, FL ( not Illinois where we live ) address which is attached as Reference ( Ref ) A. This letter stated Citi had received a response from XXXX, and gave us until XXXX XXXX to address XXXXs response. Since the undated letter was sent to the wrong address, we never received it and didnt see it until we received it later electronically. Most importantly, however, we never saw, AND TO THIS DATE STLL HAVENT SEEN the NM response. We have made in numerable telephone calls and written communication with Citi attempting to resolve this issue, to no avail. We finally wrote a letter to the Citi XXXX XXXX XX/XX/XXXX. Citis response-attached as XXXX XXXX simply states they cant help, with no explanation as to why. And Citi still hasnt provided us with the XXXX response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 612XX
Submitted Via: Web
Date Sent: 2023-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-22
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Best Buy 's Citi bank credit card is spreading payments out on promotional balances, in an attempt to push people past promotional due dates and collect interest. They must have quietly changed there polices recently as I have fallen victim to this getting hit with a past due interest change after establishing an appropriate payment schedule. I would have paid all my promo balances off on time if applied to the balance with the soonest due date.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SD
Zip: 570XX
Submitted Via: Web
Date Sent: 2023-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: I was marketed a Citi XXXX Credit Card with an offer to balance transfer in XXXX of this year 2023. It has been nothing but a headache for the last 4 months. As recently as yesterday I was on a call with a supervisor from the bank. Every time I call I get a different story. I have also gone into my local Citi branch for assistance they have tried to assist but have not had any better luck than I. The buck doesn't stop anywhere you just keep getting passed around. It seems they are marketing these financial products with no intention of actually providing them. The right hand does not know what the left hand is doing. Structural incompetence with little to no synergies between inner bank parties. Interesting when you catch an interview with a CEO ( in this case XXXX XXXX on XXXX ) the culture espoused by the person at the top is in no way reflected in the behavior by the individuals I interfaced with. It appears that the high net worth individual may have the ability to circumvent this abuse, unfortunately not so for the average XXXX at the retail level.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90731
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have an overpayment on my credit card that I have been trying to get refunded to me for {$1000.00}. I contacted my credit card via chat on XX/XX/XXXX to request this refund. My chat got disconnected and I reached out on XX/XX/XXXX via phone to verify that the request went through. I was told it did and that it'd take approximately a week from the request date. On XX/XX/XXXX, I contacted them again via phone without any results. They still owe me a refund of {$1000.00}. I've spoken with them again XXXX, XX/XX/21, via chat. The representative, XXXX, stated that my original refund request was denied due to an open dispute. The dispute was closed on XX/XX/XXXX in my favor when the vendor refunded the full purchase amount. I do not know why Citi is still refusing to refund my overpayment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32839
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
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 had a medical procedure that required a prepayment prior to the XXXX even though my insurance was going to fully cover the procedure. I made the 25 % prepayment of {$1100.00} on XX/XX/XXXX or XXXX XXXX using my Citi credit Card ( shows as XXXX XXXX XXXX XXXX XXXX XXXX on my statement ). After the hospital billed my insurance, the insurance Explanation of Benefits stated I should have made no copayments. I contacted the hospital numerous times to request a refund of the {$1100.00}, but nobody ever responded or answered my calls. A week later, on XXXX. XXXX, I submitted a dispute to Citi for the charge with all information supporting my claim. When submitting the dispute, I filled in information as accurately as possible - I did make this payment, but I was not supposed to be charged anything and was requesting a full refund. Citi 's web portal would not allow me to enter " XXXX '' as the amount I should have been charged, so I had to enter some non-zero value. I opened the dispute disputing {$1100.00} instead. I called Citi 2 days later, on XXXX. XXXX, to update the amount to {$1100.00} and was told they'd submitted the update request and it may take a few days. On XXXX. XXXX, XXXX XXXX finally responded to my initial requests and refunded the full payment amount stating it'd take 3-7 days for the credit to appear. I received an email confirmation from their service detailing this refund. On XX/XX/XXXX, Citi closed the dispute without updating the disputed amount nor did they provide the full refund, leaving the refund at {$1100.00}. I contacted Citi again via phone on XXXX. XXXX to follow up on the adjustment for the amount and was told that the request is still open. I was informed today, XX/XX/21, that Citi declined refunding my positive card balance because of this dispute ( although the dispute is closed ). I have reached out to them via chat today, XX/XX/21, requesting the last cent to be refunded, which is absurd that I even have to do, speaking to XXXX. I have not gotten this full refund yet.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32839
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2022, my student loan checking account was hacked, and multiple transactions were placed with a foreign code reference name XXXX. One of the transactions was a XXXX transfer of {$2400.00}. I called citibank immediately once I was notified of " odd charges '' that these were not mine, and I was told they would reverse the funds back into my account and " not to worry as it was obvious this was a chain of fradulent charges. '' While the other 3 transactions were refunded, this particular, large one was not refunded. The service rep that took my information stated in the report for this particular transaction that I " okay 'd '' the transfer which is false. I appealed these three separate times and was denied even after the branch manager negated that statement. I have filed multiple complaints, which have all gone unaddressed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I received a call from an ( XXXX ) number on XX/XX/XXXX around XXXX while on my lunch break at work. I was on the call-back queue for the DMV, so I answered the call thinking it was them, but instead it was someone claiming to be Citi Bank fraud department and they asked to speak to XXXX XXXX ( me ) to verify recent activity on my account. I denied the charges. They then needed me to confirm details to ensure I was the account holder before beginning the process of reversing the fraudulent charges to get my money back. They verified my name, billing address, account information, last 4 digits of my SSN, etc. They then told me I would receive a text with a security code and to repeat it back to them ( I believe this happened twice ). Once they confirmed I was the account holder, they then asked me to log into my Citi bank phone app to look at some of the fraudulent charges which were made via XXXX. When I denied that I sent those payments, they guided me through the process of getting the money returned which involved moving funds via XXXX in order to verify that it was actually my account. I followed the directions to transfer money from my savings to checking account, to complete a XXXX transfer that was already prompted in my account. I did NOT choose the recipient, the recipient was already listed in the transaction, and the name was XXXX XXXX ( or XXXX XXXX ). After I completed the steps, I was told my money would be returned to my account in 24-48 hours. They then told me they would upgrade my account to a " Citi Priority '' account for added security and asked me to confirm this change in the app, and create a new password. 3 business days later, my funds had not been returned, so I made a deposit to Citi bank in person so that I could continue to pay bills. I made the deposit on XX/XX/XXXX. A few hours after that deposit, I received a text and call from Citi Bank 's real fraud department asking to confirm a recent transaction of {$380.00}. I denied, so they declined the transaction, and then I asked how it was possible to have this transaction when my account was supposed to be frozen since I was just contacted by the Fraud department the week prior. I was transferred to the Dispute department where they reviewed my account and confirmed that no dispute had been filed on my account, and that the call I received the week prior must have been a scam. They then proceeded to actually freeze my account and open a dispute claim on XX/XX/XXXX. Because my account was frozen, I was unable to make payments through that account and had to withdraw the money I deposited. Since then, the investigation closed and I was told by Citi bank that my funds would not be returned since the transactions were made through my account. I appealed the dispute decision on XX/XX/XXXX explaining that the person posing as the fraud department was able to get into my account and my app after gathering my information and guided me through a step-by-step process to get my funds returned which involved using XXXX to confirm that it was my account/app. They filed the appeal and advised me to file a police report to strengthen my claim. I called my local police department and was told that since the fraud happened via phone call, I need to file a report with the FTC. Since I am waiting for the result of that appeal, I am filing a complaint against Citi Bank for their incompetent security, inability to protect my account and initial denial of reimbursing my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90804
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: Got a call from a process sever that they have tried to serve me. XXXX XXXX as a number to call XXXX XXXX XXXX. Called and the gentleman rambled off all of my personal info ; social, XXXX, phone and an old address. Said that I owe a debt to Citi for $ XXXX from 2006 and that they are going to sue me for the money and put a lien on my vehicle, which he then gave the year l, make and model and last 5 of my VIN and for committing fraud by not paying. He refused to give me the law firms address and web sent and demanded I pay over the phone right then. Called Citi and they verified I have no debt and that they use in house to collect. Process server called my brother in law the next day and left same message, after speaking to me on my phone. I called and asked them to stop calling any numbers they have and the gentleman at XXXX l, XXXX XXXX, told me he would keep calling me whenever he wanted and that its illegal to not pay your bills.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60169
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My husband, XXXX XXXX, and I had a Citibank checking account ( XXXX ) opened in XX/XX/XXXX. My husband is XXXX XXXX and in XXXX we moved overseas. The checking account had been inactive with a zero balance since at least XXXX if not earlier. In late XXXX I pulled my credit report as we were preparing to change duty stations and planned to purchase a house. It was then that I learned I had a " serious delinquency '' on this account, or actually the overdraft account that had been linked to it. It took me some sleuthing to figure out which account it was as I did not recognize the overdraft account number and had thought it was a government credit card that had been attached to my husband. When we finally traced it to the overdraft account we learned that Citi had started charging a $ XXXX fee to the account in XXXX. Because the account had overdraft protection, they continued to pull the fee even though the account was at XXXX balance. Then, the overdraft account was charged late payment fees for several months as neither my husband nor I had any knowledge of the charges. When I contacted Citibank in XXXX to dispute the charges, I was told that they would " reverse '' the charges and close the account. I was satisfied with this result and thought that was the end of it. However, several months later, when I checked my credit report again, I saw that it showed up on my report as a " charge off '' of {$190.00}, which had significant adverse effects on my credit score. I have called and written both credit reporting agencies and Citibank to dispute the report. Just today I spent XXXX hours over XXXX phone calls with Citibank, repeatedly being transferred from XXXX department to another, always to be told I had the wrong department. If I had been given the choice in XXXX of paying {$190.00} or having a " charge off '' I would have paid the {$190.00} ( even though I don't think I owed it ) because the negative impact of having the charge off on my report has cost me 30-80 points on my credit score and $ XXXX of dollars in higher fees and loan terms. Each time I dispute the charge off, instead of having the charge off removed, it is reactivated, and my score drops again. I am very frustrated with the dispute process. Citibank made the error but yet they have 100 % control over the decision. No one calls me, interviews me, asks for my side of the story. I have no power or voice in the dispute process and when the results come back, not only is the charge-off not removed, but it is reactivated- further damaging my credit score. When my Citibank account was open, I was able to at least talk to an account representative but once it was closed, I can never seem to get a human on the line who is able to address my concerns. I would like to have the incident removed entirely from my and my husband 's account history and for the account to be marked in good standing from XXXX on ( if not XXXX ). This is fair and an accurate description of the account history. You can see from my credit history, this is the only delinquency on our accounts from XXXX on. Do I need to take legal action to get this matter resolved? Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21218
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: This dispute with Citibank has been ongoing since XX/XX/2022. It took extremely longer than 30 days for anything to be addressed which is the catalyst to why improper reporting even took place. After initiation of the dispute my account was closed. This created difficulty submitting requested docs via the portal and accessing their responses as Citi suspends consumer online accounts as a result of account closures. I have proof that telephone correspondence was to no avail even after getting multiple Citibank 's representatives recorded, admitting to the dispute mishandling and promising to correct the inaccurate reporting, no accountability has been taken. Ciitbank refuses to stand behind a multitude of their trained staff. As of recent, the Citi 's Executive Response Unit has been handling this matter. They have sent out two notices. One admitting that they feel the XXXX host still deserves the right to be paid despite illegally recording, my family of 6 including XXXX XXXX children in the XXXX, which is against XXXX and Fair Housing policies. They also sent out a second letter acknowledging that I was led to believe corrections would be made to the account that they now refuse to honor. They only thing they've honored is removing the late fees from XXXX XXXX. However, if you deem that the late fees should be reversed due to the account being in dispute this whole time, why don't you agree that my credit report ( which has a way larger impact ) shouldn't reflect the same? Instead, they are sharing inaccurate information that is no longer reflecting on their side and I DO NOT CONSENT TO THAT INFORMATION BEING SHARED. They keep adding remarks to my credit report without my request when everything should be removed. They are aware of the multiple recordings that I have from XXXX, XXXX, XXXX, XXXX, XXXX, etc that all have said that my account should not be in that status during dispute and the negative reporting should not have been made. Yet, they will act as-if they are doing the consumer a favor by reversing fees that shouldn't have been imposed while their life is falling apart due to inaccurate and unfair credit reporting. I will be pursing Citibank for the damages their actions alone have caused as many other creditors have retaliated as a result of their claims despite my due diligences and efforts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 067XX
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A