Date Received: 2023-04-18
Issue: Other transaction problem
Subissue:
Consumer Complaint: Im a XXXX resident and citizen who wanted to wire money to XXXX, an equity administrator for the company I was formerly employed with to exercise my stock options. XXXX had provided me with detailed instructions to wire money to their checking account at XXXX XXXX. The amount was {$67000.00} USD. On XXXX XXXX, I initiated this wire transfer from my bank named XXXX in XXXX. After waiting more than 29 business days and no acknowledgement that XXXX received my money in their XXXX XXXX checking account, I contacted my bank to issue a wire trace. My bank informed me that Citibank, which is the intermediary bank in my wire transfer, has stopped my payment for internal compliance. Citibank has not been responsive in resolving whatever compliance review they are conducting for my wire payment to the beneficiary bank, XXXX XXXX. Can someone please help me with Citibank to expedite this compliance review? My transaction is highly time sensitive and I will incur a significant loss in equity if this is delayed further.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
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: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Date reported XX/XX/2021. I had debt collection from CitiBank for XXXX $ and I have paid this amount ( as soon as I got this notice ) to collection agency. I owe nothing right now to CitiBank. I had financial struggle at that moment, since that I have never had an issue with debt collections. Also I've tried to contact CitiBank support with no luck. Nowadays this negative mark hurts my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60625
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: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I have been a long term user of Citibank Costco card and have always paid my bill in full every month. Recently while I was traveling, I received notice that my payment for the XXXX bill was past due. I contacted customer service about this and tried to view the bill on line. The Citi policy apparently is that a customer who is late, no longer has the " privilege '' to see the bill on line. I wanted know the total for the month of XXXX. I was not given the amount of the balance and denied access to view the bill. I wasn't told what to pay to clear the balance, only the current installment. It is clear Citi was not interested in clearing the balance but rather to set up installment charges. As a result I was charged late fees and interest totaling {$100.00}. This can't be l
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89131
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: 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, I checked my online banking system for my Best Buy Credit card due to a transaction at XXXX being denied. When I checked my online profile, my card was {$390.00} in the negative but the charges had not yet been processed on my account. On XXXX XXXX, I proceeded to call the Best Buy Credit Card customer service representatives, and opened a fraud claim for 3 charges that they were able to see on their end. The 3 charges were {$90.00} XXXX XXXX XXXX, XXXX Texas, {$250.00} XXXX XXXX, XXXX Texas, and {$210.00} XXXX, XXXX Texas. On XX/XX/2023 I received a phone call from Best Buy Credit Card Security Operations Team to provide more information about the fraudulent charges. The information I gave them was that I had not filed a police report ( I was not aware that was something I could do with credit card fraud ), that I believed that I had the credit card in possession the whole time and that I thought that the card numbers might have been stolen from a gas station while I was pumping gas but I truly was not sure. After this phone call with the Security Operations Team, I waited to hear anything back about my card, I received notification in the mail on XXXX XXXX that the investigation process had started. On XX/XX/2023, I checked my online account to find that the fraudulent charges had been double charged to my account. I then proceeded to call customer service once again to report the second charges, in which they made a note about it in my claim file, and told me to call security operations about it. On XX/XX/2023 I called security operations and was told that when fixing fraudulent charges on an account sometimes it would double charge but all of the charges would be dropped soon. Today XX/XX/2023, I received notification via mail postmarked XX/XX/2023 that my claim had been denied and that I was responsible for paying for the fraudulent charges due to not identifying the fraudulent transactions In which through out this entire process I have identified the charges as fraudulent everytime that I have called customer service or security operations. After receiving the notification today, I called security operations once again to ask about the denial, and I was then told that maybe I didnt have enough information/evidence, and I asked to reopen the claim as well as provide more evidence over the phone. I proceeded to tell her I have never been to the locations that the card was charged to and hadnt even heard of XXXX until this occasion. All of my credit card transactions up to that point had taken place in XXXX, Texas so Im not sure how it could have been used elsewhere. I also reiterated the 3 charges that were fraudulent. I was told that the case would be reopened.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75206
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: 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 disputed a charge with my Citi card for the amount of {$34.00} with XXXX XXXX XXXX, on XXXX Citibank closed the dispute XX/XX/XXXX siding with the merchant after receiving a response with just a copy of the order details but not really explaining anything about the reason of my dispute which is about a defective product for which I contact the merchant first but they ignored me. After closing the dispute, I signed the letter sent by Citibank as well as copy of the email exchange between myself and the merchant where they deny any fault with the item even when it is faulty, but still Citibank refused says they have not received any further information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33444
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: 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: In 2022, my husband and I purchased a house that needed to be updated. I purchased several XXXX dollars worth of merchandise from Wayfair. I paid the card off every month and did not pay any interest except for {$10.00} or so when I returned a XXXX XXXX The last time I purchased something from Wayfair was in XX/XX/2022. I received statements from Wayfair in XXXX, XXXX and XXXX which showed that not only did I not owe them any money but they owed me {$19.00} that I had overpaid. Those statements have since been modified so that there is an amount of {$260.00} due but that amount was not on the statements I received. Nor was there any interest charged because the charge was not even on those statements originally. In fact the amount couldn't have been on those statements since the first statement I received saying that I owed Wayfair anything was in XX/XX/2022. The Wayfair statement said that I purchased something on XX/XX/XXXX for {$280.00} ( XXXX XXXX ). Since I had not purchased anything since XXXX, I immediately called Wayfair and the person I talked to had no idea what the charge was for and had me file a fraud complaint. I filed the complaint and eventually Wayfair came back and said I owed the money. However I was able to find out that the {$280.00} was for a XXXX XXXX door. So then I did more research and you can see from my credit card statements from Wayfair that I paid my balance of {$280.00} and {$280.00} for a total of {$560.00} ( XXXX XXXX ). Wayfair 's statement says that the amount has been transferred and the payment is complete. So then I called Wayfair back and filed another billing dispute with Citi Retail attaching Wayfairs paperwork stating that I had already paid that amount. Citi Retail sent me a XXXX XXXX statement and said I got the door and still owed for the door and they would ruin my XXXX credit score if I didn't pay them. I know I got the door. It is installed in my house right now. I didn't purchase it on XX/XX/2022 like they are claiming, I purchased in in XXXX and paid for it and a faucet the next billing cycle. The XXXX XXXX statement that they send me shows it was delivered in XXXX ( EXH XXXX ). I already paid Wayfair for this door. Wayfair 's credit card statements prove I paid for the door. How can Wayfair make up an amount 6 months after I purchased and paid for it and try to harass me into paying for it again. I will never buy anything from them again. They are not ethical. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85308
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: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Summary - XX/XX/2023, a fraudulent charge of {$500.00} from XXXX was made on my Citibank XXXX XXXX XXXX. On XX/XX/2023, a fraudulent attempt was made by XXXX for {$4700.00}. My password was changed by someone other than me, and my account address was changed to a state I have never lived in - Texas. Citibank notified me of the attempt on XX/XX/2023, and I confirmed that no, I did not attempt those charges. 3 months of endless dead-end phone calls to Citibank, and they have promised to but have not resolved the issue and have been impossible to get speak to - I have been passed around to 4 different departments who all say it's not their job. Credits were issued in the amounts of {$500.00} and {$290.00}. But Citibank is still billing me for over {$4400.00} of the fraudulent attempted charge. Details : On XX/XX/2023, received a text message from Citibank stating " Did you attempt {$4700.00} at XXXX XXXX on XXXX? Yes=1, No=2, or sign on to the Citi Mobile App. I responded " 2 '' - No I did not attempt this charge. I then spoke to someone at Citibank via phone and confirmed to them that No, I did not attempt this charge, it was fraud. During that call and checking my account online, I discovered and reported to them the following an additional fraudulent charge on XX/XX/2023 from XXXX for {$500.00}. Additionally, the password and address on my account were changed without my knowledge or permission. I informed Citibank that the fraudulent Texas address on my account is not my address, I did not make that change, and I have never lived in Texas. The agent assured me they would issue credits for the fraudulent charges, investigate thoroughly and correct my address. They did not. On XX/XX/2023, I received a voicemail from Citibank phone number ( XXXX ) XXXX that was difficult to understand due to static and muffle, language barrier, and a heavy accent. It sounded like they said they were calling from Citibank and if I did not call them back within 24 hours, they would close my account. I immediately called Citibank back at that number ( XXXX ) XXXX on the same day XX/XX/2023 and received a recording stating that " Inbound calls can not be received at this number. click ( disconnect ) ''. So I immediately called Citibank Customer Service at ( XXXX ) XXXX on the same day XX/XX/2023 and explained the call I received. Citibank Customer Service stated the call was from the Fraud department and there was no additional informaiton they needed from me. They said they would make note in my account that I returned their call, and promised that my account would not be affected. During this call, I discovered that the fraudulent Texas address was still on my account. Customer Service, again, said they would correct it to my correct address. On XX/XX/2023, I logged into my Citibank account website and noticed a small message that a electronic letter was sent to me at the Citibank messaging system ( not to my email address ). The letter dated XX/XX/2023 was addressed from Citibank Customer Service '' but had no Citibank contact information such phone/email/address. The letter stated " Due to a billing delay, the charge ( s ) for {$4400.00} from XXXX WA made on XX/XX/2023 will appear on your account for the first time.If you have any questions, please contact us. Sincerely, Customer Service Team '' In response to the letter above, on XX/XX/2023 I called Citibank Customer Service at ( XXXX ) XXXX, and notified them of the letter, and requested to dispute this fraudulent charge. Citibank Customer Service denied writing the letter, stated they could not dispute the fraudulent charge or issue a credit, and said I would have to talk to the Fraud Department. They transferred the call to XXXXraud Department. Citibank Fraud Department also denied writing the letter, salso tated they could not dispute the fraudulent charge, or issue a credit, and said I would have to talk to the Citibank Security Department at ( XXXX ) XXXX. They told me to call that number during their business hours M-F XXXX XXXX. On Monday XX/XX/2023, I checked my credit report and discovered it has decreased from the XXXX 's to the XXXX 's due to recent increase in charges ( the fraudulent {$4400.00} that Citibank has charged to my card ). Additionally, the bill statement is scheduled to be deducted from my checking account soon. On Monday XX/XX/2023, I called the Citibank Security Department at ( XXXX ) XXXX. The initial agent XXXX, said that I would have to talk to Customer Service to have a credit issued and XXXX attempted to transfer me. I interrupted her, explained again that Customer Service said they couldn't do anything on Saturday. XXXX was very unprofessional, argumentative, and not helpful. Eventually, I asked her to escalate the call to a supervisor. The call was escalated to XXXX in the Security Department. XXXX stated that her department could not dipute a claim nor could issue a credit. XXXX said the fraud investigation is the responsibility of the Recoveries Department, and that department does not accept phone calls or email or communication from customers. She said could only send a message to the Recoveries Department to notify them that I called. She also said that Recoveries Department will take at least 2 weeks just to read her message. I reminded XXXX that Citibank had already charged me {$4400.00} fraudulent charge, which would come out of my bank account soon for autopayment. If it will take XXXX a couple weeks just to read her message, and they can not speak to me, then the charge will be deducted from my bank account before then. XXXX told me to call Customer Service and ask them to stop autopayment on my account. I reminded XXXX, that would mean I wouldn't pay my bill and that would affect my credit again, which is not an acceptable solution to this huge problem. I asked XXXX to escalate the call. She refused. XXXX transferred me to Customer Service and a man said " Our technical systems are down. Call back in over an hour ''. Then he hung up. I attempted to call Customer Service again, but received the same rude message about the technical systems down, and the man hung up. I reached out to Citi chat instant messaging system on their website to requestt an email address at Citibank to report these problems to. They said I needed to provide with a Case ID. I told them that Citibank never gave me a Case ID, and that the letter from Citi on XX/XX/XXXX did not have a Case ID. Eventually, he provided me with an email. I received an automated response from Citibank XXXX, requesting me to click on a link to a XXXX website and provide my bank account and PIN. I declined, as my account is not in XXXX, it is in the United States. Per the advise of " XXXX '' with Citibank Securities, I have stopped autopayment on my account, as this is the only way to keep Citibank from deducting from my checking account the {$4400.00} in fraudulent charges. Per my Citibank account online information, they investigated the following XXXX charges. XX/XX/XXXX, {$500.00} from XXXX - merchant credit issued ( why the merchant? ). XX/XX/XXXX {$290.00} XXXX - security credit issued ( this is not the correct amount -- the attempt was {$4700.00} ) Citibank has provided no explanation or results of their investigation. Citibank has negatively impacted my credit report, and is essentially stealing {$4400.00} on my account. I have been a Citibank customer over 20 years, have always paid my account on time, and have always had excellent credit. Looking through the other reports on CFPB, this Citi scammer/hacker problem is common, and even more common is Citibank 's lack of addressing the issue professionally.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96734
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-18
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Serious Negative delinquency from citi bank on behalf of best buy falsely charging me an annual fee when i dont have any best buy accounts transaction is 2019 or older please show me documentation Showing proof of transaction showing I was ever late to Support your inaccurate reporting on my account if you can not supply this please delete this alleged late payment from my credit report. the FCRA allows 30 days for this to be rectified
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 915XX
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-18
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: A young lady called me stating that a company called XXXX associates have been trying to contact me to deliver a notice to serve. I called the number and a man answered stating legal action for a debt amount of {$8000.00} for a signature loan to Citibank. I have never owned or had any relationship with Citibank, I am not sure what this is about, the man stated the loan was taken out in XXXX State, of which I have not lived in XXXX in over 6 years. The man stated that legal action has been taken against me, but no other information was provided. He stated that I would be served with papers to appear in XXXX court. I live in XXXX and I am not sure what this means. I would like any help and assistance. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: XXXXX
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: 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 opened a dispute with Citi for a charge that was initially completed in XX/XX/XXXX for custom furniture. The merchant misled me and never delivered the furniture. I was seeking my deposit back since the merchant agreed to refund me in early XXXX. The merchant ultimately told me to file a chargeback to get my funds back. I initiated the dispute on XX/XX/XXXX for {$1400.00}. The merchant was contacted on XX/XX/XXXX and credit was issued to my credit card account. The merchant responded on XX/XX/XXXX and I followed up with the bank to confirm they would reach out to me to get more details. I followed up on XX/XX/XXXX at XXXX CST and was told the bank would reach out to me to confirm the merchandise was not delivered. On XX/XX/XXXX at XXXX CST I called the bank again after I notice the dispute was moved to resolved. I asked the dispute agent why was it showing customer responsible. The agent told me that while that status was being reflected, that the credit would be permanent as a gesture of goodwill. I repeatedly ask the agent I was speaking to reconfirm that was true and he assured me multiple times that credit was permanent. I was advised Citi would pursue the claim to get " their money '' back. On XX/XX/XXXX, the credit was reversed and I was told the previous agent should not have told me that. I am asking Citi to stand behind their promises they clearly misled me on. They told me on XX/XX/XXXX they would follow up to confirm the merchandise was or was not received and they never did. They promised my reversal credit was permanent and the next business day it was reversed. I have continued the dispute process and emailed the requested documentation on XX/XX/XXXX to continue the dispute as the merchandise is still not in my possession. I added more context to my email on XX/XX/XXXX but the bank has not acknowledged my email nor has not had someone reach out about their agent on XX/XX/XXXX promising to make my credit permanent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78747
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A