Date Received: 2023-04-10
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: So in my previous comments I told u about citi bank how they messed up my account and added more money when the limit was XXXX and my credit card bill was over XXXX and that made me really upset how they handled that was very poorly I would like an appology for how I was treated with citi bank they kept adding more money to my account and I was so upset about that I am having to pay with my bank now with the loan I just am very frustrated how they handled the situation I have a major XXXX and struggle with lots of things
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84010
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: A company, XXXX XXXX XXXX XXXX put a charge on my credit card for {$200.00} the last four digits of the card # XXXX. This merchant did not swipe my card on a " XXXX XXXX XXXX '', but instead took a picture of the front and reverse side of the card. I never signed for the charge, and never received an email receipt for the transaction. Approximately, one week later the charge appeared on my account. The merchant who does not have a physical address, nor a valid phone number made a duplicate of my card and attempted to use or allegedly sold such information to others who saught to apply fraudulent charges to my account. The XXXX XXXX Florida Sheriff 's office told me this is a common practice. I should have never allowed them to take a photo of my credit card. This was reported to Citibank, which at first reversed the charge, but since has negated their decision. The bank states the merchant has supplied documentation confirming I participated in the transaction. How is that possible, I never signed anything.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33558
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-08
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I'm a victim of identity theft. Somebody opened a checking account in XXXX XXXX XXXX. ( XXXX ) on XX/XX/2023 with my name and personal information without my consent or approval. They transfer money ( {$9100.00} ) from my personal savings bank Citibank to XXXX XXXX by an online transaction ( ACH ). I called CITIBANK AND PLACE A STOP PAYMENT AND REPORT FRAUD. After their investigation, they still didn't return my money back to my savings account. I need to secure my personal information and credit report that I could be victim of these criminals. Please HELP ME to protect and make safe my credit report by securing my individual personal information. I need to block my credit to prevent being a victim of other crimes in the future. Attached you can find POLICE REPORT, DEBIT CARD AND CHECKING INFORMATION OF XXXX XXXX NEVER OPENED WITH MY CONSENT Citibank report investigation
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 110XX
Submitted Via: Web
Date Sent: 2023-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-08
Issue: Other transaction problem
Subissue:
Consumer Complaint: I was victim of a wire fraud where some fraudsters pretended to be our title company and asked us to wire our downpayment to a fraud account at Citi bank. I wired the amount of {$87000.00} through my XXXX XXXX checking account and noticed on the following day that the transaction was all a fraud. I immediately reported to XXXX XXXX the following day and initiated a wire recall with Citi Bank. Citi bank wire fraud department confirmed with the XXXX XXXX XXXX Department that the fraud bank account is frozen. Citi bank requested a filed police report that I provided through XXXX XXXX immediately. After a month, I was told by a Citi bank banker and by my XXXX XXXX banker that the funds were released to the customer of the Citi bank account holder instead of being wired back to me. After a month long trauma, I am now realizing that my savings for buying a home are all gone due to mishandling of the wire recall process by Citi Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2023-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-08
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: A person sent me 2 fraudulent checks of XXXX dollars and they scammed me. This girl first dmed me on XXXX and said she wanted to paint a picture of me and in return I would get some money for it, and she said her client would send me a check to deposit. This person sends me the check on XX/XX/XXXX, and tells me that I dont get to keep all of it and will have to send some of it back. I send it back, which was the XXXX but as a result I got scammed and this person wouldnt stop spamming me and they were threatening me and harassing me to send their money back or they would hurt me and my family, so I just wanted to give their money back, and as a result my account is now XXXX dollars and I am only XXXX. I was crying so much because I didnt know what this person was capable of or doing which is why I just wanted to send them back their money but it was a scam and I shouldve known.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21043
Submitted Via: Web
Date Sent: 2023-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-08
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: Hello, after 4 months of trying to resolve a transaction on my CITI credit card with the merchant I filed a transaction dispute with CITI on XX/XX/XXXX. I provided a timeline of the events, cancellation, and conversations between the merchant and myself. On XX/XX/XXXX I received a notification from CITI saying the merchant would not provide a refund and CITI asked for a confirmed cancellation. I called to reopen the case and requested that they review the cancellation / notes provided to the merchant. Note : No one ever reached out to me about the matter and I had to continue to call to get a status within the 60 day timeframe of resolving the initial dispute. I sent the documents requested, but never heard anything back. On XX/XX/XXXX I contacted CITI asking for a status. CITI noted that they were still missing a document ( but no one ever called me on it ). I resent a signed document to XXXX. They also noted they had 180 days to resolve the dispute. Each week / month I would call asking for a status and I was told an investigator would be reaching out to me, but never had anyone contact me. On XX/XX/XXXX when I was following up again ( with still no one contacting about the transaction I did not authorize ) XXXX from CITI advised me that they were still missing documentation. Which did not make sense because I had been calling for weeks/ months and this was the first I was hearing of this. He also noted the investigator should have reached out to me and that all they need is a cancellation statement and would refund me.. I resubmitted all my documentation again to XXXX. On XX/XX/XXXX I received a letter saying that the proper documentation was not provided and my case would be closed. I called and spoke to XXXX ( supervisor ) and was advised that some one should have contacted me on the case and that they also should have told me about the document issue. XXXX advised that the case would be re-opened and that an investigator would contact me on the facts. On XX/XX/XXXX I received a letter saying that the merchant did not want to provide a refund and the case was officially closed. When I called the supervisor said there was nothing they could do if the merchant did not want to return the funds, but I never authorized the transacted amount! To sum it up, I was never contacted once on my case outside of the letters, I was never advised on the documents the investigator wanted, and they are allowing merchants to overcharge on amounts not confirmed! Based on my review CITI is violating the Record Retention - Section 1026.25 and did not properly handle the billing dispute. They also did not following the process for the Fair Credit Billing Act of 1975 with the merchant error.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75071
Submitted Via: Web
Date Sent: 2023-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Account was paid XX/XX/2022. Best Buy/Cbna XXXX Citibank ) reports negative payment history until XX/XX/2022. Account was paid XX/XX/2022. Best Buy/ CBNA ( Citibank ) reports it as a charge off in the payment status section. I disputed this with them 3 times and they said that they will not change the charge-off because its a charged off account but the correct place to indicate the account is a charged off account is in the ACCOUNT TYPE section which it currently does. But they want it also in the the PAYMENT STATUS section which is what Im disputing because since the account is paid it should show PAID. To have charge off in the payment status indicates that this account was never paid off and it is a violation of my FCRA rights to report it this way. BEST BUY/CBNA ( Citibank ) tried to get around this by putting paid in the notes section of the account but I lost 40+ points due to them updating the payment status and payment history with incorrect information. So just like they changed those sections to report NEGATIVELY, they should be able to go in and undo the inaccurate NEGATIVE information so it can have a positive effect on my score. PAYMENT STATUS SHOULD SHOW PAID! And PAYMENT HISTORY SHOULD NOT SHOW NEGATIVE HISTORY PAST XX/XX/2022 since I paid it XX/XX/2022. Best Buy/CBNA ( Citibank ) has to update the actual report not just add notes onto the account because i lose points based on whats in the payment history and payment status section NOT whats in the notes section on the account. They are being lazy and are not doing bc the due diligence to correct this. They have sent me correspondence that verifies everything Im saying but when they resolve the matter all they do is add a note to the account they do not change the inaccurate information. If they are reporting the right information then XXXX is not up updating it correctly but I dont think thats the case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46321
Submitted Via: Web
Date Sent: 2023-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Account was paid XX/XX/2022. Best Buy/Cbna ( Citibank ) reports negative payment history until XX/XX/2022. Account was paid XX/XX/2022. Best Buy/ CBNA ( Citibank ) reports it as a charge off in the payment status section. I disputed this with them 3 times and they said that they will not change the charge-off because its a charged off account but the correct place to indicate the account is a charged off account is in the ACCOUNT TYPE section which it currently does. But they want it also in the the PAYMENT STATUS section which is what Im disputing because since the account is paid it should show PAID. To have charge off in the payment status indicates that this account was never paid off and it is a violation of my FCRA rights to report it this way. BEST BUY/CBNA ( Citibank ) tried to get around this by putting paid in the notes section of the account but I lost 40+ points due to them updating the payment status and payment history with incorrect information. So just like they changed those sections to report NEGATIVELY, they should be able to go in and undo the inaccurate NEGATIVE information so it can have a positive effect on my score. PAYMENT STATUS SHOULD SHOW PAID! And PAYMENT HISTORY SHOULD NOT SHOW NEGATIVE HISTORY PAST XX/XX/2022 since I paid it XX/XX/2022. Best Buy/CBNA ( Citibank ) has to update the actual report not just add notes onto the account because i lose points based on whats in the payment history and payment status section NOT whats in the notes section on the account. They are being lazy and are not doing bc the due diligence to correct this. They have sent me correspondence that verifies everything Im saying but when they resolve the matter all they do is add a note to the account they do not change the inaccurate information. If they are reporting the right information then XXXX is not up updating it correctly but I dont think thats the case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46321
Submitted Via: Web
Date Sent: 2023-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-08
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Since XX/XX/XXXX, I have pursued Citibank , N.A . Citi to fulfill the terms of their tiered Personal Checking bonus promotion ( please see attached file titled Citibank Member Cash Checking Offer Enrollment... ) and credit my account with the promised {$400.00}. Below, you will find a detailed timeline of my experience along with my commentary where appropriate. My complaint is supported by numerous documents attached for your review. Thank you. XXXX XX/XX/XXXX I applied and opened a checking account online. XX/XX/XXXX I deposited a check for over {$15000.00} to satisfy requirements for the {$400.00} tier bonus promotion. XX/XX/XXXX I met the requirements for the {$400.00} bonus promotion by maintaining a balance above {$15000.00} for 60 days. XX/XX/XXXX - According to the terms of the promotion, the bonus should have been received at the latest by this date. Terms : The cash bonus will be deposited to your open, eligible account within 90 calendar days after you complete all required activities. XX/XX/XXXX I chatted with a Citi representative who opened CASE ID : XXXX. The representative wrote : " The investigation may take up to 5 business days. Responses will be sent after case completion. Your request is being passed for further research regarding your dispute ( XXXX credit total amount exceeds {$250.00} limit ). '' XX/XX/XXXX I called Citi customer service at XXXX. Provided Dispute Reference # XXXX XX/XX/XXXX I called XXXX for an update. The representative said that the investigation is still in process and could not say how long it would take. XX/XX/XXXX I called XXXX. I was asked to wait another week and to call back if I do not hear anything. XX/XX/XXXX Citi both physically mailed and via secured message within online banking submitted a letter titled Our Research Results with Reference ID : XXXX. ( see Citibank Our Research Results Letter XXXX ) It states : Unfortunately, Promotion Code XXXX was not offered in conjunction with the above account. While Citi does offer cash promotions at times, those offers are only available to theindividual to whom the offer was addressed. Please provide a copy of the Promotion Disclosure that was addressed to you. We do not accept a print out of an on-line offer or blog. Please note, if you are unable to provide a copy of the Promotion Disclosure that was addressed you then Citibank will consider this dispute to be resolved. If you have any questions or would like to speak with a representative, Customer Service can be contacted 24 hours a day, 7 days a week at : XXXX XXXX XX/XX/XXXX Received another secure message stating Your inquiry, XXXX has been resolved. Before I even had the opportunity to respond to the letters request, within less than 24 hours of receiving the letter, the XX/XX/XXXX letter was DELETED and replaced with a secure message that Your inquiry, XXXX has been resolved ( please see attached files beginning with Citibank Secure Message.. for evidence ). Upon experiencing the deletion of the XX/XX/XXXX letter which prevented me from directly responding with evidence, I filed a CFPB complaint. Complaint ID : XXXX ( please see CFPB Complaint Citibank XXXX ). XX/XX/XXXX Citi Responded to CFPB complaint with an attached letter, stating " Our investigations have a resolution timeframe of 5 business days. You will receive a separate communication with a final decision on this matter .... For additional questions or concerns, please contact our Citiphone customer service at XXXX and reference your investigation number XXXX. '' XX/XX/XXXX I called XXXX and spoke with XXXX. He said the investigation is still ongoing. He escalated the same investigation that was generated from the original CFPB complaint. He said that a letter would be sent to me within a day or two but may take a little longer due to the holidays. XX/XX/XXXX I called XXXX and spoke with another representative. She said that the investigation is still ongoing at the back office and that the officer reviewing my investigation is currently not available. She said, like each of the previous representatives, that it would take 5 business days even though this duration had lapsed repeatedly. She noted that I had called for a follow up. I inquired about speaking directly with the back office and she said that it is not possible. XX/XX/XXXX Citi electronically sent me a second letter titled Our Research Results with Reference ID : XXXX ( see Citibank Our Research Results Letter XXXX ) The letter contains the IDENTICAL TEXT as the letter dated XX/XX/XXXX, the one previously mentioned in this timeline. However, oddly enough, the promotion code Citi referenced in the second letter is XXXX while the previous letter referenced XXXX. XX/XX/XXXX I chatted with Citi representative named XXXX. XXXX wrote " Thank you for your kind patience As I can check in the investigation process you are not eligible for the bonus Please do not worry you can contact the dedicated team once over the call they might have option to put the account as exception Here is the direct phone number contact our one stop sales unit at XXXX. XX/XX/XXXX I called XXXX. However, the representative I spoke with was unable to access my Dispute or any information regarding the CFPB complaint letter response from Citi. I then called XXXX as usual and spoke with a representative who instructed me to visit a Citi branch with the evidence requested by the XX/XX/XXXX Citi letter. The representative assured me that a banker at the branch would be able to forward the needed documentation. XX/XX/XXXX Met with XXXX XXXX ( XXXX ) at the XXXX XXXX XXXX located at XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX. XXXX was extremely methodical and thorough. Although he was initially unfamiliar with how to deal with my issue, he was ultimately able to access and review the entire history of my case/dispute. He was able to figure out how to upload the documents I provided using the Citi generated barcode that corresponds to my case Dispute Reference ID : XXXX. I provided him with the Citi email I received on XX/XX/XXXX which was addressed to my email ( the same email on file with Citi ). The email specifically confirmed my enrollment in the bonus promotion. XXXX XXXX and I were able to see the 12-page document that he had attached within Citis system for my case/dispute ( please see Citibank XXXX XXXX & XXXX Documents ). XX/XX/XXXX I called XXXX for an update. I was told that the documents uploaded in branch by XXXX XXXX were attached to a case that is already closed. Turns out, XXXX XXXX was unable to identify this. The representative on the phone initiated a new case. Case ID : XXXX. The representative said it should take XXXX business days. XX/XX/XXXX - I called XXXX. The representative was able to locate the new case and said that it takes 10 to 15 business days from the date the new case was initiated. XX/XX/XXXX Given the upcoming CFPB deadline ( XX/XX/XXXX ) for my feedback for my original CFPB complaint, I provided CFPB feedback for Citis response to my original CFPB complaint. ( Complaint ID : XXXX ) XX/XX/XXXX I called XXXX for an update. The representative was able to confirm that the documents that were provided to a banker in branch are attached to the new case number. The representative also confirmed that she is able to view them. She went ahead and noted the previous Case/dispute reference numbers to the new one and said that she will make a note to the back office that I requested an update. XX/XX/XXXX I called XXXX. Although 15 business days had passed since the new case was generated, I was asked to call again on XX/XX/XXXX. XX/XX/XXXX - I called XXXX. The representative acknowledged that this is the second case for this request and stated that it is still under Appeal Review. The representative said that they are waiting for the Special Investigations Unit to make a decision. She said she made notes to accelerate the process. I was recommended to call back in 5 business days. XX/XX/XXXX Citi electronically sent me, for a THIRD TIME, a letter titled Our Research Results with Reference ID XXXX ( see attached ). The letter contains the IDENTICAL TEXT as the letters dated XX/XX/XXXX and XX/XX/XXXX - previously mentioned in this timeline. The promotion code Citi referenced is the same as the XX/XX/XXXX letter, XXXX. Receiving this third letter, the same template letter as the previous two letters, despite having provided documentation in person at a branch, led me to conclude that I was not making any progress with Citi and I was stuck in an endless cycle. The third letter made no mention of the documentation I provided in branch on XX/XX/XXXX. Throughout this process, I have experienced inconsistent and contradictory communication, endless delays, no updates without my inquiry and a lack of specific and unified direction from Citi representatives regarding how to have my case resolved. The contact number provided in the letters is the same general customer service number I have called numerous times. Citi did not provide me with contact information to a specific department or team that deals with my specific issue. Documentation and secured messages made no effort to provide a clear, direct and easy way to provide the documentation that their investigation team required. One representative on XX/XX/XXXX suggested visiting a branch and assured me that the documentation would reach the correct team. Although I was very pleased with XXXX XXXX XXXX, professionalism and thoroughness to assist me during my branch visit, he was unfamiliar with the process and ultimately attached the document to a closed case that was already closed. He did the best he could and I am very appreciative of his efforts. I would like to emphasize again that the third letter dated XX/XX/XXXX I received made no acknowledgement of the documentation that I submitted in person at a branch to XXXX XXXX on XX/XX/XXXX as a response to the identical, template Our Research Results letter with Reference ID : XXXX that I received on XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33067
Submitted Via: Web
Date Sent: 2023-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-08
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: They are not showing all transactions online or on statements. My credit card is used with XXXX to pay XXXX. I placed order and then cancelled it. XXXX refunded to XXXX. XXXX shows that XXXX charged {$23.00} on XX/XX/XXXX and XXXX refunded {$23.00} XXXX XXXX. Citibank Wayfair MasterCard DOES NOT show any transactions on those days and no transactions for that specific amount on any other days or transactions totalling that amount. So, they have to be breaking the law by not showing all transactions? Plus they are so slow to show transactions. If I use my card to make a purchase with my other credit card it shows same day. Citibank takes 2 to 4 days before they show up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 457XX
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A