Date Received: 2023-04-17
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I cancelled my secured Diamond Citibank Mastercard account on XX/XX/XXXXXXXX I now have 3 seperate and unsecured credit cards with limits totalling {$12000.00} and I no longer need a secured card with a credit limit and security deposit of {$400.00}. When I called, I initially inquired about converting this secured account to an unsecured account and asked for a refund of my security deposit. I have always paid my full balance in full every month since having the account. They seemed to have no interest in doing so in spite of the fact that my credit scores were XXXX, XXXX, and XXXX at that time. With that in mind, I paid the open balance of {$16.00} and was told they would credit back the annual card fee that they had only recently added to my account. I told them to just cancell the card and send my deposit refund. They told me the deposit would be sent within 21 days. I received a letter from Citibank about a week later dated XX/XX/XXXXXXXX XXXX This letter stated that my Collateral Holding Account ( CHA ) would be closed in 21 days in case of any pending transactions on my account. Their letter also told me to call them to request a refund of any credit balance on my credit card account at XXXX, so today I called. Well, that number is NO GOOD. It is strictly a phone number used to solicit additional business for them. I obtained a different phone number of XXXX and called them. I was told initially it could take up to 100 days to refund my deposit if there was still a balance on my account, which there is NOT. I was not satisfied with this answer, so at my insistance I asked for and spoke with Supervisor, XXXX, who told me the CHA has a maturity date of XX/XX/XXXX and that my security deposit won't be refunded until then! I told her this does not sound ethical or LEGAL. There is NO REASON for Citibank to hold onto my money for another 5+ months! As it is, Citibank has had my deposit for more than 2 years already and does not even pay a XXXX 's interest on this deposit! This simply isn't right. She refused to do anything more about it and ultimately transferred me back into their automated attendant system where she knew it would take for ever to be able to speak with someone again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34952
Submitted Via: Web
Date Sent: 2023-04-17
Company Response to Consumer: Closed with monetary relief
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: On XX/XX/XXXX, when I was exercising at a local boxing studio ( XXXX XXXX ), my credit cards were stolen out of my workout locker. Upon exiting the class, I began receiving texts on my XXXX from XXXX XXXX and XXXX XXXX XXXX asking me if I had made purchases in the amount of {$1100.00}, {$1500.00}, and {$1500.00} at the " XXXX XXXX XXXX # XXXX. '' I immediately responded stating this was fraud, and proceeded to drive to said XXXX XXXX down the road to file a police report and meet with their " loss prevention '' team. It was not until a few weeks later that I realized my Macy 's credit card ( ending in XXXX ) had also been stolen with my bank credit cards ( approximately XX/XX/XXXX and the fraud at the Macy 's began on XX/XX/XXXX ). I only noticed this was the case when I went to pay my monthly statement online and noticed my card had been used at 3 different Macy 's stores in the XXXX XXXX XXXX XXXX XXXX XXXX XXXX DC Macy 's, XXXX MD Macy 's XXXX and XXXX XXXX Macy 's ). I noticed 4 separate transactions totaling {$1500.00} where the individual purchased XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX ), etc. I called Macy 's immediately to notify them of this fraud and to shut the cards off. I also notified the Detective assigned to my fraud case ( Detective XXXX XXXX # XXXX, XXXX XXXX XXXX XXXX XXXX XXXX Police Department XXXX XXXX XXXX XXXXXXXX XXXX, XXXX, VA XXXX XXXX XXXX ) XXXX ( office ) ) of this additional fraud, and gave this same contact information to the Macy 's Fraud Dept for their investigation. Over the course of the next few weeks, I continuously made contact with Macy 's to see the status of my fraud case. I was told they were " very backlogged '' and the " investigation would take up to 90 days for resolution. '' I was not worried as I knew XXXX XXXX Police had evidence of this man 's fraud, and I knew Macy 's could pull video footage of the exact transactions at XXXX different locations. Well, on XX/XX/XXXX, I received a letter in the mail from the Macy 's Fraud Investigation Department telling me they have " completed '' the investigation and have " determined [ I ] am responsible for the charges in question. '' The report that " the facts and/or information reviewed as part of the investigation does not substantiate the claim of unauthorized use '' and are therefore " re-billing '' my account. I have reached out to the detective assigned to my case for any additional help/advice I can get, but Macy 's has been completely unhelpful and now they too are acting fraudulent. Please help in any way you can. I greatly appreciate it. Thank you, XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22101
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: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX in CITIBANK, XXXX, FL. I opened the Citi financial products Regular Checking and Citi Savings. In this ocasin, our go-to banker offered a cash bonus for the opening of my City Checking Account, in the amount of {$300.00} for maintaining a minimum deposit and balance of {$15000.00} within 60 days after the day of opening the account, condition that has fulfilled and currently maintain. However, as of today XX/XX/XXXX, Citibank has not complied with payment the cash bonus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34116
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: 2023-04-16
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: Was attracted to Citi 's promotional credit card deal involving 0 % APR for balance transfers and applied, was accepted, but never received a physical card in the mail. Applied in late XX/XX/2023, and called in mid-XXXX to check on the status. It was told to me that the card was sent to the wrong address and that a new card would be sent and provided and confirmed the correct address. Since my address is in the US and is a XXXX XXXX , I was very clear on which delivery method is used as a physical address would be needed for 3rd party sends. After that long hold, multiple transfers, the same result no card. Unable to set up an online account to make payments without a 16-digit number I now have payment due and no way to get online to pay. Another call in mid-XXXX, this one 2 hours and 10 minutes just to get assistance to log on to pay. Transferred 4 times, explaining the same situation, made an online payment to ensure not late, and still have no access to an online account and was told that I would need to call in monthly payments. Is this a way to make paying harder to receive more revenue through late fees?? Shocking the lack of assistance here with no clear solution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WY
Zip: 830XX
Submitted Via: Web
Date Sent: 2023-04-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-16
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Citi AAdantage Card took my payment over the phone on XX/XX/XXXX and put a hold on it for 11 days without informing me! When I called to make the payment on XX/XX/XXXX the Citi operator said that the payment went through and I could use the card immediately. The payment went through ( confirmed by my XXXX XXXX bank records ) on XX/XX/XXXX, but the hold unknown to me, was until XX/XX/XXXX. I called several times to see why my card was declined and was told that my payment just hadn't processed yet, but no one told me that the hold would be XX/XX/XXXX, 9 days after Citi received my payment! The payment I made on XX/XX/XXXX was from my XXXX XXXX account which I use almost every time I make a phone payment. Citi is taking advantage of me ; I am a widow and taking care of all my business by myself. This problem has caused my credit score to decline, as I show as being max 'd out on the Citi card. Citi should be penalized for their unethical behavior and I should receive compensation for my extreme inconvenience, hours spent on the telephone dealing with their error -- and economic difficulty caused by their unethical practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 912XX
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-16
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 purchased a custom made sectional from XXXXXXXX XXXX on XX/XX/XXXX using my CITI AAdvantage credit card. My couch was quoted at 18-22 weeks, it should've been delivered between XX/XX/XXXX- XX/XX/XXXX. Couch was never shipped to me and never received. I started reaching out to XXXXXXXX XXXX in XXXX of XXXX for information and updates, I was told I would receive a partial refund for continuing to wait for my couch until XXXX. I never received any kind of refund or money back from XXXX XXXX. XXXXXXXX XXXX then went into XXXX in late XX/XX/XXXX and I initiated a dispute with CITI on XX/XX/XXXX for merchandise never received. CITI has now denied my dispute twice saying that I am still in my expected delivery window for my merchandise. As you can see from the attachment my delivery window has passed and the new company that purchased the XXXX XXXX brand has told me that they CAN NOT deliver the custom made couch I purchased. I need help getting CITI to recognize that this is a valid dispute and that I should receive my money back as I did not receive my product and never will. *IMPORTANT, my name has changed since the original purchase. The purchase was done under XXXX XXXX, my name since changed to XXXX XXXX in XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78613
Submitted Via: Web
Date Sent: 2023-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-15
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I applied for XXXX card, was approved but promo was not what was stated on web application.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2023-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-15
Issue: Unable to get your credit report or credit score
Subissue: Problem getting your free annual credit report
Consumer Complaint: I have had my Home Depot credit card account since 2020. Opened a online credit report service to check my credit score and notice that the credit card account is not being reported into the credit report bureaus. I talked the store about it last year and they said its being reported, but still doesnt appear in my credit reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 87031
Submitted Via: Web
Date Sent: 2023-04-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-15
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have a Citibank Platinum AA Credit card which I do not currently use and received a {$99.00} annual fee in XX/XX/XXXX. I called Citibank to close the credit card and found a better option would be to change the account to a different card without annual fee and Citibank agreed to credit the {$99.00} fee. I also have an extended fraud alert with each of the three credit bureaus per identity theft in XXXX. XX/XX/XXXX Made initial call to Citibank to change the card per note above. The customer service rep then noted the fraud alert and that the contact phone numbers in the fraud alert ( old home number ) did not match Citi account phone number ( cell number ). He tried to call me on my hold home number to verify identity but did not work in their system to complete the card transfer. He noted that I needed to contact each of the three credit bureaus and update the contact information for fraud alert to match phone numbers. XX/XX/XXXX Completed fraud alert and credit report contact info updates for each credit bureau and requested they send out a refresh. Obtained case number for each update and provided to Citibank. Also confirmed the contact info for credit alerts already on file was the current cell number. Was told updated could take 24-72 hours to complete before Citibank would receive in their system. XX/XX/XXXX Called Citibank again to see if error corrected on fraud alert contact info. Citi Customer rep then told me the contact info they had on my credit card account was my hold home phone number. He would change their contact info to my current cell number and to call back in 24 hours and should be able to convert card. XX/XX/XXXX Called Citibank customer service again to check on phone number update and to convert credit card. After talking to several managers told me their system was still locked up and not allowing the conversation and to call back the next day. XX/XX/XXXX Called Citibank customer service again and went to three different managers who told me system was locked and could not convert the account. Finally talked with XXXX who told me there was still an error and the phone numbers were not coordinating and their internal system could not convert the card or cancel my card. She committed to elevating the situation to verify my identity and complete conversation and refunding the {$99.00} fee. XXXX told me would call me back at my cell number in 1-2 weeks. XX/XX/XXXX Called Citibank customer service again to check on status. After noting the same issue of fraud alert / phone number issue, The customer service rep would not connect me to a manager. After sitting on hold, the rep came back and told me she talked with her manage and I would have to wait up to 60 days and call back. I demanded a manager call me back to discuss. XX/XX/XXXX Never heard back from Citibank and had to pay the {$99.00} credit card fee to avoid late fees. As a victim of identity theft, I understand the importance of the extended fraud alert and precautions to confirm identity of consumers. This has gone to an unacceptable level with Citibank and am being held hostage by this situation as 1 ) can not close out card or 2 ) can not convert the card to a no-fee option as requested.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76051
Submitted Via: Web
Date Sent: 2023-04-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-15
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act this creditor has violated my rights. -Under 15 USC 1681 section 602 states I have the right to privacy. -Under 15 USC 1681 section 604 section 2 states a consumer reporting agency can not furnish an account without my written instructions. -Under 15 USCS 1666b a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 38637
Submitted Via: Web
Date Sent: 2023-04-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A