Date Received: 2023-04-12
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: They will not let me access my account. They keep locking me out of it. Every time I try to get help, the employees refuse to help me be able to log in, and instead insist I pay over the phone, which I do not feel comfortable with. The first time I was successfully able to log in, it was because the employee deleted my account and had me re-register it. However, after that experience, the other employees after him refuse to help me. I either get hung up on right after I say " hello '' ( was not rude and didn't have a bad tone ) or they ask me " why do you want to get into your online account? '' which I found weird. Whenever I answer that question, they say they cant help me get into my account and to pay over the phone, which again, is super weird. I don't know why I can't just pay online, and it also makes me nervous that I have cards saved to the account from the one time I was able to get into it because they won't even let me in my account. Please help : (
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89115
Submitted Via: Web
Date Sent: 2023-04-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-11
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 just got a new CITI BANK credit card and after I activated it I tried adding it to my XXXXXXXX XXXX and I got a message to call customer support which I did and surprisingly it was an XXXX man I could understand his XXXX accent but I gave him all the information about my account he requested but was told my phone number registered on the citi bank account cant be use as verification if I have another phone or a relatives phone number which I find very strange and i simply no thats the only number on my account. He then ask me to wait for Snail mailed letter for 10days which is entirely frustrating and my card payment schedule is on the XXXX of XX/XX/2023 as stated on the account If I cant make payments on time it will definitely affect my credit report and thats a nightmare Im trying to hard to avoid. As it is now my credit card has been lock for no reasons and Im filing this complaint to get my credit card back unlocked and to avoid future transaction declined from the CITI BANK poor system management. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94520
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-11
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/2022 - Purchase made at Best Buy. {$380.00} Product was in a seal box at the time of purchase. Would not accept a charge on attempted use. Best Buy would not accept a return and said that the serial number on the product did not match the serial number on the box. XX/XX/2022 - Initial dispute filed with the card company XX/XX/2022 - Dispute was declined by the card issuer. I have filed a disagreement with this ruling and spoken to an manager in the dispute department. The card issuer referred to the merchant, Best Buy, who said the item was unreturnable and placed the blame for the serial number mismatch on me. Card issuer agreed and denied the dispute. As far as I'm concerned, Best Buy sold me a product that I can't use and can't return.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I applied for and was approved for a Citibank Diamond Secured Credit Card and Citibank took {$2000.00} from my Citi checking account as security to hold for 18 months. When I started to use the card it was immediately blocked for " security reasons '' that was around XX/XX/XXXX ( I received the card on XX/XX/XXXX ). I called Citicards to unblock the card ( They outsource to the XXXX and the phone lines are terrible ), but they said they wouldnt as they couldnt verify me through my Cell phone number ( Citibank dont have this problem for my checking account which still works fine ). They said they would send me a letter with a code to verify, no letter turned up Ive since called them 4 times and 4 letters have been sent but none received. They asked if I had another card with another bank, so I got a card from XXXX, but now they say they cant use that other card to verify as its too new, I asked how long do I need to hold a card and they refused to tell me. Im now stuck with {$2000.00} taken from my bank account and a blocked card Citi refuse to unblock, should I just take them to Small Claims court to recover my {$2000.00}? From where Im sitting this appears to be nothing than a bait and switch scheme by Citi, taking money from customers who are trying to build their credit and then refusing customers access to those funds, some would call this fraud. Ive also reached out to Citibanks Executive Response Dept but havent had a reply, that was on XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90048
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
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 XXXX XXXX, XXXX I placed an order with XXXX for a coffee table in the amount of {$1100.00}. At that time I received a message stating that there was a long delay due to covid related shipping delays. I then received emails from XXXX in XXXX and in XXXX of XXXX announcing further delays stating estimated delivery between XXXX. On XXXX XXXX, XXXX I emailed XXXX asking for an update. I received a message stating the item was backordered until XX/XX/XXXX. On XXXX XXXX, XXXX I requested that my order be cancelled and received an email stating that the email address I had written to was no longer being monitored and that the company had gone out of business. On XXXX XXXX XXXX I contacted Citibank to file a dispute on the basis of being charged for an item I did not receive. They stated that since the charge was so old I would have to mail in my dispute. That same day I mailed my dispute included 13 pages of evidence ( original invoice, email correspondence ). Citibank stated that because the charge was so old they couldn't do anything about it and said I should contact the merchant, but I have no way to contact the merchant. I was strung along with regular emails from the company stating that my merchandise was coming until they shuttered their doors. Purchase protection should cover this. This is a lot of money for me and I don't know what I am supposed to do to get my money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22031
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Please see attached document. I have not inquired about any credit cards for the month of XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60707
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Please see attached document. I have not inquired about any credit cards for the month of XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60707
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I realized that my debit card was being used without my authorization, I called the bank customer 's service line to alert them of this and the bank Rep I spoke to filed a dispute for the unauthorized transactions, two weeks later I realized that my account was still being used, I logged into the bank online app and notice that the card I had previously reported as being compromised was still active, I manually froze the card and called the bank and upon making them aware of this, the rep apologize and said they will issue a new card immediately and that she will expedite the process, she also said she will add the new transactions into the dispute filed on XX/XX/XXXX. Few days later i received a new card ad upon trying to activate the card or use it and I wasn't successful, I didn't sweat it because I wasn't desperate to use it, few days later i realized that the Bank Rep had send me a debit card that has exactly the same numbers of the card I initially called in for on XX/XX/XXXX to report that it was compromised, I called the bank back they apologized and send me another card as well as letting me know they've issued temporary credits to my accounts fr the transactions in question. Now here its where it get mucky, the bank will send me several letters, each letter for each disputed transaction asking to narrate what happened, basically all the letters are asking for the same thing, I wrote a letter in response to all of them and took it to the banking branch in XXXX XXXX and the bank concierge took the letter to mail to their frau/dispute department, I also took the liberty of sending the the letter via email as it was one of the options they provided in their letter. Since then i will receive letters telling me transaction is approve after investigation and its permanent and on the other hand I received letters telling me that they are reversing their decision on some of the transactions which are also from the same merchant ( s ) they have provided permanent resolutions. And now I've received several letters telling me some transactions are being denied, and few days letter I will see letters of transactions being approved. They are different case IDs for this transactions which is even confusing because I was told this dispute will be one case or 2 at the bare minimum but i'm dealing with several different case ID # s for the same transactions in different letters. This whole thing have added a lot of stress and increase in my blood pressure, I've tried to address this with the bank but most of the bank reps I spoke to usually don't have answers to what is going on. Recently a transaction of {$120.00} from XXXX XXXX XXXX with case ID : XXXX was reversed on XX/XX/XXXX and debited from my account and upon calling the bank, the Rep I spoke to told me the ban needs more information to resolve the dispute and he suggest that I file an appeal for the case, he gave me an email to send my letter of appeal which I did and nothing has happened, few days ago I received a letter listing some resolved disputes and another transaction of {$200.00} from XXXX XXXX XXXX with Case ID ; XXXX is among the revolved dispute. Today I spoke to another Rep who told me she doesn't know why and suggest i file an appeal, at this point i'm beyond exhausted and my XXXX is through the roof.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11206
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Citibank recently had to change the class of stock I hold in XXXX XXXX which did not require the mailing in or out of any stock certificates. This is not something I requested as it was done by the company. Because of this Citibank charged a fee for every share of stock held to electronically convert the class. I have XXXX shares and I believe Citibank charged {$0.00} per share to basically open my account, select all shares and change from one class to a different class. The total fee came out to around {$500.00} dollars. I can understand charging a nominal fee but there was no additional work done if I had XXXX shares or XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28412
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: A credit card was opened in my name for Best Buy at XXXX XXXX XXXX XXXX, XXXX, NC XXXX. Two charges were made, once on XX/XX/2023 for {$1300.00} and again on XX/XX/2023 for {$1200.00}. A credit limit of {$4000.00} was opened and a total purchase of {$2600.00} was made in my name. I have never inquired or tried to open an account with this company. I contacted the company with no resolution in site. Either redirected my calls or was unable to properly communicate with me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27263
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A