Date Received: 2023-04-19
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/XXXX I opened a new account with Citi bank after receiving a solicitation from them to do so. I funded the account with {$5000.00} from my own XXXX XXXX account, and my fiance funded with {$50000.00} from her own account. This was going to be a joint account for our wedding and upcoming down payment for a house. This was done via online transfer from XXXX XXXX. Because we funded the account from a different person 's outside account ( my fiance 's ), Citi flagged the transaction as fraud and closed the account. When I called Citi bank they told me it would take 30-60 days to close the account and return our funds. Once that happens they will return the money to our accounts. All efforts to expedite the process were fruitless. I called several more times during the 60 days and the account had not been closed. When I asked to talk to a supervisor they said one would call me back within 48 hours and no one ever did. On XX/XX/XXXX called and account was still not closed. Was told the account would be closed immediately and I would receive a check for my funds ( XXXX ) within 10 business days. Regarding the XXXX of fiance 's money, Citi told us to visit a branch to return the funds- closest branch is about XXXX hours away from us so I asked for other options. After a few hours on the phone, Citi said they would return fiance 's money to the original XXXX XXXX account within 5-10 business days. XX/XX/XXXX neither have received the money. Pursuing their original instructions to visit a branch, I called a Citi physical branch and they said that this absolutely can not be handled at the branch level and can only be handled by the fraud department. XX/XX/XXXX called Citi. The account was closed XX/XX/XXXX and the XXXX would be returned immediately. I would have a check within 5 business days. Regarding the XXXX - we need to file a claim with XXXX XXXX and they will recover the money in a bank-to-bank process. They would not provide any additional information ( contact information, what information XXXX XXXX needs to provide, etc ). Contacted XXXX XXXX and they are not able to file a claim/dispute in regards to an online transfer ( disputes are for point of sale transactions ). XX/XX/XXXX called Citi. Regarding the XXXX - the account was closed XX/XX/XXXX and they will send me a check within 30 days. Regarding the XXXX - They say we need to file a claim with XXXX XXXX. I informed them XXXX XXXX can not file a claim on this transaction. They assured me that XXXX XXXX just needs to file a claim. I asked again for any contact information so XXXX XXXX can contact them directly- they provided the general customer service number for Citi. At this point I don't believe they will follow through on anything, since I get a different answer every time I talk to them. This is almost all of our savings, and I am worried that we will never get it back - it has been 125 days since they decided to close the account. We are getting married this year and hoping to buy a house- we need this money back to do so. Please help! I ( or my finace ) can provide any additional information that you require
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80525
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Cbna XX/XX/2022 XXXX inquiry I have no acknowledgment of this account or even create discount, or try to fill out for anything with this account. I tried reaching out to them. They said they dont see me in your system.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 54601
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: Citi/AAdvantage Platinum Select Card refuses to return a {$99.00} annual fee payment made automatically XX/XX/XXXX as AutoPay XXXX on my separate bank account, under Citi 's AutoPay system. After a number of calls yesterday, XX/XX/XXXX to their customer " service '' number, the situation that has emerged due to my desire to cancel the card and close the account while applying the above fee to my current billing, has not been resolved. This due to the complete refusal of Citi to consider my contention that there was a lack of proper notice of an upcoming annual membership charge in XXXX. So without notice beyond a routine statement, and in my view improperly using the AutoPay system that I unfortunately agreed to in the past, I am now stuck with a credit card that I do not wish to continue to own because Citi Cards refuses to return the annual membership fee. After spending an hour yesterday trying to cancel my card and get a refund, and being subjected to the endless series of " offers '' proffered for me to remain a customer ( and the insolence of a supervisor, " XXXX '' ), I got exactly nowhere. As there is no way to forward a specific complaint to anyone with authority at Citi, I am left with no alternative but contacting the CFPB. In my view, given the existence of an AutoPay system, a minimal effort on the part of Citi to communicate the upcoming yearly renewal is needed, instead of the " gotcha '' approach currently used, alleging the existence of a lenghty contract full of legalese which few people read fully, as intended by Citi. Furthermore, the extraordinary reputational risk Citi is willing to suffer though its underhanded tactics represents a clear financial stability risk for Citi, and thus the financial system as a whole. For my part, I will do my best to enhance reputational risk for Citi.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Other transaction problem
Subissue:
Consumer Complaint: . I received a text stating a fraudulent charge of {$2400.00} from XXXX XXXX in XXXX had occurred. 2. After hitting " No '' on the text which I thought came from Citi, I immediately got a phone call from someone claiming to be from Citibank fraud department asking to verify that activity. XXXX was number who called me. 3. I then started getting texts of codes that I thought were from Citibank as the caller said and wanted me to read the numbers back to him to verify my account. 4. Then I was given a new temporary password over the phone which I entered into my account. 5. The caller verified the last 5 transactions on my account so I thought I was talking to Citibank. 6. Then while still on the phone, I got another text asking me if I had just sent a XXXX to a XXXX XXXX. I was then under the impression further fraud was being attempted on my account. 7. The caller told me the only way to stop the XXXX attempts was to " max out '' my XXXX amount for the day by sending it to a XXXX account in the Citi fraud department that would be set up as a new recipient with my name. See screenshot of the number that was put in by someone else as the Citibank account recipient. I was told I was " sending the money to myself '' as part of Citi 's fraud department attempt to secure my account. 8. Caller told me to send {$2500.00} to this XXXX number where they had put my name. I do not know this number, nor did I set it up as a recipient. The hacker did this in my account and sent the money. I then became suspicious and hung up the call and called Citibank to report the fraudulent activity. I do not know the recipient of these stolen funds or do I have their number in any contacts on my phone. I was hacked into believing someone from Citi was on the phone with me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 71913
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Hello, my name is XXXX XXXX. I have tried to contact Citibank after they suspect there was a fraudulent activity online. They blocked online access many months ago. I went into a branch to sort things out but even then employees could not help me. I tried calling them and get access granted again. However, they won't solve my issues at all. I have spent so much time on the phone to verify my identity to get access. They said they will send me a reference letter but I haven't gotten it for weeks. My phone number on the file is an international phone number, which they can not verify it. And they won't accept my second phone because it's not on file. I want to access my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 911XX
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: It was fraudulent XXXX transactions and a personal loan that has been cleared. The XXXX transactions have been appealed twice. Everything done was through Citibank. This started on XX/XX/23 with a phone call from CITIBANKONLINE ( XXXX ) saying my debit card was compromised at a XXXX gas station. They explained to me when I purchased gas and how much. From there someone tried to use my card down in XXXX XXXX, Florida at an Office Depot for {$2500.00}. Citibank told me they would be sending me a new debit card the next day. They said they would call me the next day which was XX/XX/23. That day I was told someone opened a personal loan account for XXXX and it was in my account and had to be removed. They used me to XXXX money to different accounts and took all money out of my checking account. On Friday XX/XX/23 my checking account balance was {$13000.00}. It was dissolved down to XXXX XXXX Everything done was through Citibank. They cleared the XXXX XXXX loan but the XXXX transactions have been denied. I have all the reference XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60620
Submitted Via: Web
Date Sent: 2023-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-20
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I just got a notification of a hard inquiry dated XX/XX/23 for THD/CBNA. I looked it up and its for Home Depot through Citi Bank. I did NOT apply for this. We dont even have a Home Depot store here. I do have a Citi credit card which I opened last year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SD
Zip: 577XX
Submitted Via: Web
Date Sent: 2023-04-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-20
Issue: Fraud or scam
Subissue:
Consumer Complaint: I first received an email about a job offer that was a remote data entry job. They ended up impersonating a company ( XXXX XXXX ) as they also sent me a check to deposit into my account. The scammer went by the name of XXXX XXXX. After I deposited the check, the amount balance was shown on my account. However, the check was bounced back 5 days later. The check ended up being a fake check and when I was transferring money from that check, it ended up bouncing back to me which meant that it deducted from my own bank account instead. It ended up costing me {$4400.00} as I first transferred out {$2500.00} followed by {$1900.00}. The check was fake as the check information was invalid. The money they asked me to transfer to was under the name : XXXX XXXX XXXX XXXX and the Account # XXXX and its Routing # XXXX as they also used XXXX XXXX XXXXXXXX located on XXXX XXXX XXXX XXXX XXXX Colorado XXXX. I've already contacted Citibank to stop and reverse the funds back into my account on XX/XX/2023 but they denied my request on XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11232
Submitted Via: Web
Date Sent: 2023-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-18
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Never open this credit card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-18
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: In XX/XX/2023 Citibank issued me a card and I called to decline the offer and asked that my fee be returned as I didnt need the card. I had a XXXX balance in my account. I saw suspicious charges and reported them immediately. XXXX XXXX is the company that was charged in my account and it was from California. I live in Arizona. I told them my card had been used fraudulently and that I needed all charges to be reserved and my account closed. They assured me theyd call after investigating the issue and that they needed to cancel my current card due to the fraud and send me a new one. I told them I didnt want a new one and they said I had to keep the account open until everything was fixed. The next month on XX/XX/XXXX I made another call and was dealing with the same issue and they said the same thing but Ive had no resolution. My credit was very good. Over XXXX which as a single mom with XXXX kids in college took me a long time to get. Now all my credit numbers have dropped. I told Citibank all of this. The balance now has jumped up from supposedly XXXX to me owing XXXX on my ( XXXX statement. This cards last four numbers are XXXX. I called again in XX/XX/XXXX after receiving a 2day XXXX letter giving me payment options and telling me the purpose of the letter is to collect a debit. The calls went through 4 people without any help at all. It ended up with a supervisor who sounded underwater and would not fix her problem or call back. That was after an hour on the phone after I worked 10 hours. Im now beyond frustrated and need help with this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85032
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A