Date Received: 2023-04-10
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: I opened a Secured Master card through Citibank per their pre- approval process a couple of years ago with hopes of trying to build good credit. I had the card for some time and tried to get an unsecured card which they denied me for although I had recently gotten increases from other major card carriers. I maintained the secure XXXX as I didn't want to hurt my credit by closing the account. I fell on hard times during the pandemic and was making minimum payments on the secured card, staying on top of my payments.I received a letter in the mail stating Citibank had closed my account because my credit score decreased. I was in shock because it was my understanding that I couldn't get an unsecured cc due to my score. So not only had they closed my account that I sent them money for me to use to build credit, BUT, they charged me more fees AND are now reporting to the credit bureau 's negatively.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94533
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: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a high yield savings account with Citibank online banking in mid XX/XX/XXXX. I made several deposits into the account quickly thereafter, totaling an amount of {$8500.00}. I received a phone call from their fraud prevention department to confirm my identity which I did and I was able to continue with my account. Then, on XX/XX/XXXX I attempted to make a wire transfer from my Citibank account into another bank account in the amount of {$8400.00}, it was denied and I received an error code XXXX stating I was not allowed to proceed due to security reasons. I tried to make an instant transfer of less funds ( {$1500.00} ) back to the my original bank account where deposits were made to fund the citi account, but again was met with the same error message. I called customer service on XX/XX/XXXX and was told that it was a maintenance issue and to try again the next day. I attempted the transfers again on XX/XX/XXXX and again had the same error message. I called customer service and was routed through 6-7 different customer service representatives who all had different stories as to why I could not complete the transfer. It ended with the fraud department trying to verify my identity yet again to which they then stated they were unable to verify my identity, even though this verification had previously been completed in order for me to fund the account in the first place. I then spoke to a supervisor who stated the only way to verify my identity would be to wait for them to send me a letter in the mail with a code. Now my account is completely locked and I can not access my money. I kept asking why this block was placed on my account and they stated they could not disclose that information even though I could provide my SSN, DOB, account number, card number, etc. every piece of information they could possibly need to verify my identity was provided and they still refused to unlock my account. At this point I just want my money refunded to the original account I made the deposit from.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77581
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: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a Citi savings account in XX/XX/XXXX with a {$450.00} promotion for depositing and maintaining a {$50000.00} balance. The terms stated that i had to retain the {$50000.00} for 60 days, then the {$450.00} would be paid within the next 30 days. After the 60 day period passed, and the 30 day waiting period passed, i did not receive my bonus. I reached out to Citi, who told me that i'd receive the bonus in 2-3 days. That didnt happen. I then reached out and was told that my 30 day waiting period ended on XX/XX/XXXX, so i'd receive my bonus then. That also didnt happen. I was then told my issue was sent for review and that i'd receive a response in 5 business days. That also didnt happen. I was then told that the team reviewing cases that typically have a 5 day XXXX were on a backlog and that there was not a clear timeframe that could be provided.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19006
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: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: In XXXX Citibank sent me notification via text and email about charges and asked if I authorized them. I relayed to Citibank that I had not authorized the charges and was told the charges would not be approved and Citibank would get in touch with me. Citibank never got in touch with me so I contacted them and was then informed that almost all the funds were missing from my account. I received numerous reasons why the funds were gone. Citibank first told me I withdrew the funds to the tune of almost {$11000.00}. I asked for verification of this as there was no way I withdrew the funds and there had to be video and some kind of ID verification surveillance of whoever did this. I was then told it was a mobile withdrawal via apple pay, when I countered with XXXX XXXX does not let you withdraw such a high amount, they told me they would look into it. Again Citibank never contacted me, I contacted them and was told the funds were found in a account called XXXX, which I never authorized. I then informed Citibank that I want my funds back ( both ) that were not authorized in the alert they sent me about a pending transaction and my funds being placed in what I learned is their own investment banking which I never authorized. Citibank then said they would close the account and send the funds. Citibank said they sent the funds in XXXX which I never received no one signed for them and they could provide no proof of delivery. I requested to stop payment on the funds which they told me they did and would resend. I never got the resent funds. I called Citibank almost weekly, I went into the office and each time I was given the run around and told they were still looking in it! What was being looked into for resending funds? When I went into the bank they said they could not release the funds and would call the department that had access to the funds but could not reach anyone. To the point even the branch manager at Citibank couldn't reach this department that was to send me my funds! I found out through one of my numerous calls to Citibank enquiring about when I would receive my funds information about complaining to the Executive Unit which is supposed to directly report to the president. I sent this unit all my details and my complaint and guess what? Didn't hear from them either ( maybe once without me reaching out first )! I have record of four months after logging my complaint with the executive response unit is that they released funds on stopped checks, two months after the check was stopped! They then asked me to sign a stop payment form ( six months after the fact ) on the checks, knowing they were cashed and knowing a stop payment was done in XXXX prior to the checks being cashed. The checks were cashed two months and a day later after I filed my complaint with the executive response unit! and after a stop payment was issued!!! The signature didn't even match and it appears it went into some marketing place not even a bank!!!! I want the full amount that Citibank owes with which is to the tune of over XXXX!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77043
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: Dear Citi Bank, I am writing to request that you quickly resubmit my claim number XXXX, which I accidentally withdrew by mistake. I have called in multiple times to inform your phone representatives about the issue, but they kept doing the wrong claim ID. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - The transaction in question is " XXXX XXXX XXXX XXXX {$1800.00} on XXXX XXXX XXXX ''. This transaction was fraudulent, and I have attached proof to my CFPB file showing that XXXX ( the merchant ) emailed me confirming that it was also fraudulent. Despite this, they have refused to refund me the money due to an unreasonable policy that did not apply to me. It is important to note that their policy did not explicitly bind me, and therefore, it is unfair to reject the refund. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Furthermore, I want to emphasize that my XXXX account was hacked and used fraudulently. This means that I did not authorize nor initiate this transaction. As a victim of fraud, I should not be held responsible for this transaction. It is important to note that my XXXX account was compromised due to its own security breach and negligence, which does not bind me to the terms and conditions set by XXXX 's refund policy. Therefore, I urge you to take into consideration the fact that the fraudulent transaction was a result of XXXX 's fault and not mine, and to take swift action to provide me with the refund that I am entitled to under government policy. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - In summary, I kindly request that Citi Bank immediately resubmits my claim number XXXX and provide me with provisional credit. Additionally, my account has already been secured and the stolen card was replaced over the phone. I urge you to consider the evidence attached to the CFPB file, including the email correspondence from XXXX acknowledging that the transaction was fraudulent. As a victim of fraud, I should not be held responsible for the unauthorized charges made to my account, and it is my right to receive a refund under government policy. I appreciate your prompt attention to this matter and look forward to a swift resolution. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - As this was a fraudulent transaction, I am entitled to a refund according to government policy. Therefore, I urge you to quickly resubmit my claim so that I can receive the refund that I am rightfully owed. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- --- Thank you for your prompt attention to this matter. Sincerely, XXXX XXXX
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: 2023-04-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-09
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I recieved an email XX/XX/23 stating that due to my credit report, my credit limit will be decreased. I reviewed my credit report and noticed there was very little change to the report between the time I opened the card and the time that I recieved this email. When I attempted to find out from the bank why this is, they refuse to tell me. During this same conversation, the representative procedes to insult me and directed me towards their legal team when I asked to find out how to file a complaint towards this individual. After this they closed the chat. Im still working with the reasonable employees of this bank to find out what they saw in the credit report, as I am still being told Im not allowed to know.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 402XX
Submitted Via: Web
Date Sent: 2023-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-09
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/2023, between XXXX XXXX and XXXX XXXX, we were at the Macy XXXX store in XXXX at XXXX / XXXX location shopping for dresses for my son. My husband is already an Macy 's Star rewards member. The sales associate who was checking me out, deceptively collected my SSN and had me sign a credit card application form that I am not in need of. She said she will give me 25 % discount if I provided my social and click agree on the display. Despite repeated enquiry as to why it is needed, she kept pushing me that it is for my benefit and that I will be getting discounts. After the checkout, the sales associate when she handed me the Creditcard booklet is when I realized that she applied for a new Macys Star Rewards credit card. When I confronted, she tore off all the paper documents and put them in trash and did something in the system and said that she voided all of her actions with no impact and she asked me not to share it with anyone. It is apparent that she made the choice for me and she did not let me choose what I wanted to do in this case. A few days later, my XXXX report said that there was a credit hit on my profile. I did not expect the practices to be deceptive from a company like Macy 's. Attaching herewith the receipt of purchase. Please note that the card number in the receipts and the new card that was applied for are not the same.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75070
Submitted Via: Web
Date Sent: 2023-04-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-09
Issue: Other transaction problem
Subissue:
Consumer Complaint: Good Afternoon.. my dears At Consumer Financial Protection Bureau.. greeting XXXX On or Around XX/XX/2022, I contacted madam CEO Citi Bank XXXX XXXX XXXX then I made trip to Citibank XXXX XXXX branch XXXX city of XXXX XXXX, CA XXXX XXXX to Speak with branch manager XXXX, XXXX Thankfully advised me to Ship package to Garnishment Citibank, I did Then a month later I made Another trip to : Citibank XXXXXXXX XXXX located XXXX XXXX XXXX, XXXX Ca XXXX, Lucky I was I met Citibank V.PresidenXXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, made copy from over 250 documents and Faxed it to Citibank HQ, 6 months, and so far nothing received from Citibank, until now, please Contact My dear Mr.v.president XXXX With my complain, thank you for your help and happy XXXX,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-09
Issue: Money was not available when promised
Subissue:
Consumer Complaint: My wife and I have a joint account with Citibank. We receive a monthly pension from XXXX which is usually credited to our account on the XXXX XXXX XXXX of each month. I have been receiving this pension for over 10 years now. Lately, my pension does not arrive on a timely basis. There can be up to 1 month delay for reasons unknown to me. For example, my pension which was due on XX/XX/ has still not been credited to my account as of XX/XX/XXXX In addition, my wife 's pension has been credited without any issue on the relevant dates. The delay in my pension has been going on for the last 2 years or so and it has created financial difficulties for me. I have reached out to Citibank multiple over the phone but no clear answer is ever given to me nor has there been any resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20105
Submitted Via: Web
Date Sent: 2023-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Sunday, XX/XX/XXXX - Call # 1 : I called the Citi Bank customer service number to get help with a wire transfer that I needed to make on Monday, XX/XX/XXXX for my house closing. There is a $ XXXX limit on wire transfers for my type of account, so I asked to escalated to a supervisor for help in getting this resolved ahead of my home closing as I needed to make a transfer of $ XXXX for the closing and all of the money for the closing is in my Citi savings account. I got transferred to a supervisor who said he would escalate to get my account looked at so that the amount could be increased ; he placed me on hold while he did this and after 5-10 minutes I was transferred to someone else. This new customer service rep informed me that I had been kicked back to the beginning queue and she had no idea what my call was about, so I explained again what I was trying to do. She informed me at that point that my account was under review and someone would call me within 30 - 60 minutes. Call # 2 : After an hour of no call, I called the customer service line back to inquire if simply updating my account to a different type that had no wire limits would resolve my problem and was then told my account had been flagged for fraud and was under a 24-48 hour review and all transactions on my account were frozen. I asked why it was placed on this review and they said because a man had called and requested a withdrawal amount increase. I informed the person on the phone that it wasn't a man, it was me who had called and he refused to help saying nothing could be done with the account being under review. I asked that it be taken off review because it wasn't fraudulent, I had made the request. I was told there was nothing they could do no on in the back office department with whom I could speak. Call # 3 : I call the fraud line immediately as I wanted to understand if they believed it was fraud why had no one contacted me and to see if we could just verify my identity and get it resolved. I was informed again that now that the account flagged even though I could verify it was me who had called, there was nothing to be done and now not even the standard daily $ 50K transfer could be made to help me in closing on my house in the next 24 hours. The rep informed me that she has escalated and will try to get someone to call me today. Call # 4 - I call back at XXXX as no one has called me back to help resolve this matter so that I can understand if going to a branch bank will help to resolve this issue. I live in a state where there are no branches but I would be willing to fly to one to get this resolved so that I can close on my house and not lose it. I am informed that there is no guarantee that a branch can help as they will have to contact customer service anyway and all I can do is wait for the 48 hour review to take place and then for someone to call me. This is not acceptable as I literally close in 12 hours at this point and no one will give me any information on what is going on. I am now in limbo not knowing when I can get access to my money and with my house closing in complete jeopardy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30319
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A