Date Received: 2023-04-07
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 submitted a dispute since I recognized that there was a substantial charge on my account that was not mine. Citibank replaced my card + credited my account for the charge and removed it from my account and on XXXX XXXX they removed the credit and closed the dispute in the companies favor... .I did not make this charge and let them know it was fraudulent. Why are they holding me responsible? It was for {$5000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94112
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
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/XXXX and XX/XX/2023 some unknown Frauster using their phone to make 2 unauthorized transactions and sent {$2000.00} and {$2000.00} to their account at XXXX XXXXXXXX XXXX but both of these 2 unauthorized transactions were returned back to my credit card account at Citibank from XXXX XXXX XXXX on Saturday XX/XX/2023. But the Citibank Credit card Department still want to charged me {$4000.00} for this amount which was returned to my credit card account at Citibank. I have complained to the fraud department of Citibank on XX/XX/XXXX and XX/XX/XXXX about this issue and also disputed with a supervisor named XXXX at the dispute center and she agreed that I was not responsible for the unauthorized transactions on my credit card ( even though these 2 units transactions were returned back to my credit card from XXXX XXXX XXXX on Saturday XX/XX/2023. On XX/XX/2023 Citibank credit card department also committed fraud by drawing {$4600.00} out from my checking account which is not related to my disputed credit card transactions. The Citibank has clearly wanted to commit theft and violated to the. Fair Credit Billing Act, Consumer Rights Act and Business law of the United States. Address and phone number of Citibank : XXXX XXXX, XXXX XXXX XXXX. Phone : XXXX. Address : XXXX XXXX XXXX, XXXX XXXX XXXXXXXX, NY XXXX, United States Please notes : She oversees the Credit Card Department and all of Citibank operations in other cities in the United States as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92869
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: Citibank closed my account stating I filed a fraud claim and non payment of account! Both accusations are lies made by Citibank employees who been XXXX XXXX me and harassing me since XXXX, XXXX. I filed a lawsuit dispute in regards to merchandise I purchased that the order was not fulfilled by the merchant. The merchant took 3 months but finally placed all the credits on my Citibank credit card account. Citibank employees then opened a fraud claim for transactions that I never disputed. Citibank employees then closed my account saying it was due to non-payment of fraud claim! Citibank has cut all communication with me and still have my account closed for no valid reason! I am saying 100 % all the actions taken again me by Citibank is 100 % XXXX motivated and the harassment has caused me financial harm. Citibank jeopardized my life and family life by allowing the same group of employees to harass me and send Police to my home based on their XXXX and ongoing discrimination and harassment. To date I have no answers from Citibank stating the reason they sent Police to my home! Why they opened up fraud claims that I never requested, why my account is filled with notes by the same XXXX employees who created this problem, and why my account is closed! I have done NOTHING to justify all the bad things CitiBank has done to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
Issue: Problem when making payments
Subissue:
Consumer Complaint: I opened a personal installment loan with Citibank in XXXX. It was set to autodraft monthly from the same account to which loan proceeds were deposited. In late XXXX and early XXXX, my checking account ending in XXXX at XXXX XXXX was compromised and debits totaling around {$20000.00} were made. XXXX XXXX immediately closed the account and removed the remaining funds and transferred them to XXXX of my other accounts at the same credit union. I was told certain recurring charges would still be allowed on a case-by-case basis and the funds would automatically transfer from my account ending in XXXX. In early XXXX, I noticed the Citibank autodraft had not come through. I tried to change the account information online but the system dead-ended in an error every time I tried. Changing the account information ( payment account information ) on the exact same website inside the exact same account for my Citi credit card took seconds, yet the personal loan resulted in a frustrating error time and time again. I called Citi on the loan servicing phone number XXXX on XX/XX/XXXX at XXXX PM ET. The call lasted 13 minutes and 21 seconds. I notified the representative that I could not change my payment account online. She indicated that this was an easy fix. She took the new information for the account ending in XXXX, had me repeat it, ask me pertinent questions about the name and address on the account. While it took a long time, the call was ended thinking Citi would take the payment based on the new information provided. The payment was attempted to be deducted from the account ending in XXXX, the account that was closed. I specifically advised the representative that this account was closed, and it should not be used. She still processed the payment anyway without notifying me of what she was actually about to do. The payment amount was to be {$580.00} and a late fee. I did not protest the late fee because this was technically my fault, but I attempted to correct the problem way before the 30 day late period would kick in. At that point, it was 25 days late. More than enough time to satisfy the account and get back to regular payments. In early XXXX, I receive a dump of mailings from Citi. XXXX service is slower than usual and has been published by several government and news agencies. It is not a secret. One such mailing from Citi is from their " Research Department '' asking me to mail a voided check for the account ending in XXXX. Not only is this ridiculous in the year XXXX, this could have also been sent via email or by a simple phone call. At this point, I did not understand why it was so difficult to pay Citibank. One would have thought that making payments would be an extremely straightforward process because banks universally make making payments extremely easy. Another mailing is notifying me that my account is severely past due. I start to call Citi on the same phone number as I did in early XXXX, XXXX. On XX/XX/XXXX, I called this number five ( 5 ) times : XXXX PM ET XXXX PM ET XXXX PM ET XXXX PM ET XXXX PM ET On XX/XX/XXXX, I called this number again : XXXX PM ET XXXX PM ET On XX/XX/XXXX, I called this number again : XXXX PM ET XXXX PM ET Also, on XX/XX/XXXX, I called several other numbers to try and resolve this, including XXXX : XXXX PM XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX The original number, printed on all correspondence and Citi 's own mailings, XXXX would send me to their mortgage department. The mortgage department had no idea what was happening and would immediately transfer me to Citi 's checking, savings and debit card call center. I would ask to be transferred to a live agent in the personal loan department, but nobody seemed to know what to do. I finally called multiple times and got a representative at a banking center in The United States who told me that almost all of the call center employees at XXXX ( Work from Home ) in The XXXX. Also, the phone system is messed up when an account is held by the collections department and the problem has persisted for a long time. The banking center employee got a live representative in collections to help me. The collections department representative took payment information from me. I gave the account information ending in XXXX. This time, the representative told me what was going on. She said the system was saying it was invalid information and the account was not valid. She then explained that there was nothing else she could do and I'd have to wait to get a letter in the mail explaining what to do. Basically, I was going to have to wait two weeks for another mailing from Citi 's XXXX XXXX asking for a voided check. I do not write checks and have never ordered checks on this account. Again, it is XXXX! I pushed the representative to not abruptly end the call ( which Citi representatives enjoy doing either by mysteriously losing the call or transferring to the incorrect department ). As friendly as these representatives are based in The XXXX, they run on a script and anything that deviates from that script essentially freezes them and they have no idea what to do. I ask the representative to take my XXXX XXXX savings account information as payment for this past due account. It mysteriously works and I'm told the draft will be for {$580.00}. I confirm the amount and she confirms the pertinent information on the savings account. This call took place on XX/XX/XXXX at XXXX PM ET and lasted 27 minutes and 17 seconds. The new XXXX XXXX payment account ends in XXXX. After resolving this issue for the second time, I then begin to try and reach a department that handles credit bureau disputes or customer service. Not a single representative knows what I am talking about. Again, as the representatives are based in The XXXX, they are unaware of how the credit bureau and rating system works in this country. To them, a " 30 days late mark '' means nothing to them and they're extremely unhelpful because it seems their main concern is ending the call as quickly as possible either by ( again ) mysteriously losing the call or transferring to an incorrect department. The best one is when they transfer me to an internal line that only asks for an extension number and nothing else. I was transferred to this line numerous times over the past month. Later on, one representative transferred me directly to XXXX, another transferred me directly to XXXX. When I say it is beyond frustrating to deal with Citibank and their current customer service structure, I wholeheartedly mean it. Many other banks have offshore customer service and none of them have a labyrinthian telephone system like Citi.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 224XX
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
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, I used my Citi credit card to pay XXXX XXXX {$500.00} to join their XXXX XXXX program. The owner of XXXX XXXX and I signed an agreement that outlined the following terms regarding cancellations and refunds : If XXXX XXXX is dissatisfied with the program for any reason whatsoever within thirty days of signing this agreement, XXXX XXXX will provide a full refund and The length of this partnership agreement is considered continuous until either party cancels by writing. I ended up being very disappointed in the resume, cover letter, and portfolio this business created for me, as the application materials I received were full of errors including spelling, formatting, and links to work that wasnt mine. After being thoroughly dissatisfied with the provided materials even after I asked for the mistakes to be revised, I submitted my cancellation and refund request via email to my assigned contact within the company on XX/XX/XXXX. I also filed a dispute with Citi later the same day after receiving no response from the merchant. Citi contacted the merchant on XX/XX/XXXX, and I sent in my proof of the merchants refund policy to XXXX billing dispute team on XX/XX/XXXX. Citi then issued me a credit of {$500.00}. On XX/XX/XXXX, Citi notified me via letter they had closed their investigation and reversed their credit. They also included the merchants response ( Document 2 ), which is simply the receipt for the service, the confirmation email from when I signed up, their payment options, and a signature from the owner and I. Their letter also stated If after reviewing the merchant 's documentation you still wish to dispute this charge, please provide a signed letter that specifically addresses the merchant 's response along with the complete details of your dispute. Include proof of the terms and conditions you agreed to and proof to show that you cancelled as per those terms and conditions. I sent in those details once again on XXXX. My Citi app shows they received this documentation on XXXX, which is the deadline they specified I needed to send in my correspondence by. On XXXX, I received Document 3 from Citi, a letter that states they were unable to resolve the dispute in my favor because they didnt receive a chargeback approval from the merchant. On XX/XX/XXXX, I called and spoke with a representative on Citis dispute team and explained that I sent in all necessary documentation regarding the refund and cancellation policy, so it didnt make sense to me that they didnt resolve the dispute in my favor simply because the merchant was unresponsive. I also requested they reissue the {$500.00} credit. I was told I would receive a response within 10 business days. However, I didnt receive a response until XXXX. This letter stated they didnt receive my correspondence until after their requested response date. Today, XXXX, I called to speak with someone on their team to confirm they received the documentation on XXXX. She confirmed this to be true, submitted a complaint, and said I should hear from someone in 10 business days on whether on not they will reopen the dispute. When I requested that they reissue the credit today, the supervisor I spoke to wasnt able to help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80220
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: Citibank provided written response to my complaints that included false and misleading information to cover up the ongoing racially motivated attacks against me by their employees. I have been harassed! False information placed on my credit report by Citibank. They dismissed me and took no actions against the all the employees involved with their XXXX discrimination against me. I have done nothing. Citibank has refused my repeated requests for my account notes! Dates and times and reason fraud claims were opened on my account that I never requested nor consented too. Citibank is creating a hostile environment where XXXX consumers are not protected from their XXXX employees taking unlawful and unjustified adversed actions towards XXXX American customers. They have caused me financial harm, lied and falsely accused me and take no responsibility for the ongoing harassment by their XXXX employees since XXXX!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
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/2023 my Citi Custom Cash credit card was stolen while I was shopping at XXXX XXXX in XXXX, WA XXXX. Shortly thereafter, the card was used for the following fraudulent charges : XX/XX/2023 : XXXX XXXX - {$61.00} XX/XX/2023 : XXXX # XXXX - {$33.00} XXXX # XXXX - {$12.00} XXXX XXXX # XXXX - {$9.00} XXXX # XXXX - {$16.00} XXXX XXXXXXXX XXXX - {$0.00} XXXX XXXX # XXXX - {$170.00} XXXX # XXXX - {$49.00} XXXX XXXX XXXX XXXX - {$33.00XXXX XXXX XXXX - {$13.00} XXXX XXXX XXXX XXXX - {$30.00} After these purchases were made, Citi automatically flagged my card and disabled it with the correct assumption that my card had been stolen. I immediately contacted Citi to have the card canceled and the charges disputed, and they sent me a new card. However, despite the charges being credited to my card and a fraud investigation successfully being opened, the charges were *reversed* and *re-applied* to my card sometime in XXXX and the disputes were closed with the following message : Your dispute is resolved and no credit has been issued Our investigation is complete and a fraud credit will not be issued to your account. We recommend that you review your transaction history to see if the merchant already posted a credit for the transaction before reaching out to us for any questions. If you still need more information on the decision, you can contact us at XXXX ( XXXX XXXXXXXX ). Legally speaking, I am not allowed to be held liable for fraudulent charges made on my credit card, and Citi is violating consumer finance regulations by attempting to hold me liable for these fraudulent charges made on my credit card. I have contacted them twice since the credits were reversed to have them re-credit me for the fraudulent transactions, however, they have not done so either time despite the customer service representative reassuring me that the charges would be credited to me, and I believe that Citi intends to continue trying to illegally hold me responsible for these fraudulent charges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98105
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I called Citi Bank 3 or more months ago to close my account and send me a check for the funds. They sent me a check, but never closed the account. During the past three or so months they have been charging me service fees for a account I thought was closed and had a XXXX balance. They are trying to make me pay XXXX or they said they would report to a collection agency and alert the banking network so I would have a hard time opening new accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32256
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: In XX/XX/XXXX, I found the promotions at the Citibank website. Earn {$700.00} when you open a new Citi Priority Account and complete the following requirements : With 20 days of opening the account, deposit {$50000.00} new-to-Citibank funds. Maintain a minimum balance of {$50000.00} for 60 days from 21 days after opening the account. I opened the account on XX/XX/XXXX, deposited {$50000.00} on XX/XX/XXXX and maintained the balance until XX/XX/XXXX. However, I did not get the bonus of {$700.00}. On XX/XX/XXXX, I contacted the online customer service staff, who confirmed my qualification for the bonus of {$700.00}. A dispute case with the number of XXXX was set up for the investigation because the value is over {$250.00}. On XX/XX/XXXX, the Citibank investigation team responded to me that they are not aware of any promotions offered in conjunction with the opening of my account and can do nothing unless I provide a copy of the promotional documentation. The promotions in XXXX were deleted from the Citibank website and replaced by the promotions in XXXX with similar terms. However, the XXXX Citibank promotions were recorded by other financial websites such as XXXX of XXXX, which is still reporting XXXX Citibank promotions. The report by XXXX XXXX on XX/XX/XXXX about XXXX Citibank promotions at the website of XXXX of XXXX received more than 5000 comments. Many comments were about the date of the deposit and bonus. In addition, the Citibank online customer service staff approved my qualification for the bonus of {$700.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92503
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
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 XX/XX/XXXX, I was notified by Citi that a payment was due on my Citi credit card. I hadn't made a transaction on this credit card since XX/XX/XXXX and the account was paid in full with a XXXX balance. I immediately reviewed my account and saw that there were transactions that I did not recognize. There were twelve transactions ranging in dates from XX/XX/XXXX to XX/XX/XXXX. The total amount of the transactions was {$5600.00}. The location of all twelve transactions was XXXX, Indiana. They are : XX/XX/XXXX XXXX {$300.00} XX/XX/XXXX XXXX XXXX {$270.00} XX/XX/XXXX XXXX {$510.00} XX/XX/XXXX XXXX {$500.00} XX/XX/XXXX XXXX {$500.00} XX/XX/XXXX XXXX {$500.00} XX/XX/XXXX XXXX {$500.00} XX/XX/XXXX XXXX {$500.00} XX/XX/XXXX XXXX {$500.00} XX/XX/XXXX XXXX {$500.00} XX/XX/XXXX XXXX {$500.00} XX/XX/XXXX XXXX {$500.00} I contacted Citi immediately to report the unauthorized charges. Citi opened a fraud case. On XX/XX/XXXX, I contacted Citi and they asked me a series of questions. I received a letter on XX/XX/XXXX from Citi that was dated XX/XX/XXXX. This letter was a notification that " Your dispute ( s ) has been closed ''. The letter said, " We've completed our investigation and your dispute ( s ) is now closed. The card 's EMV chip was used to make the disputed transaction ( s ) at a chip enabled card reader. You verified that your card was in your possession at the time of the transaction ( s ), so we don't consider this fraudulent activity. The charge ( s ) totaling {$5600.00} will remain on your account, under your account activity. '' I have never been to XXXX, Indiana and was not in XXXX to make these transactions. I can prove my location through work records and travel receipts.
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: 2023-04-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A