Date Received: 2023-04-06
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: XXXX til recent no dispute. For over 2 months called and reported it XXXX about
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Dear Consumer Financial Protection Bureau, I am writing to file a complaint regarding Citibank 's recent closure of my credit account without notice. I discovered this when I received an alert from XXXX that my account had been closed. I have been a Citibank customer for several years and have always paid my bills on time. I have never been notified of any issues with my account or any reason why my account would be closed. I am extremely disappointed that Citibank would take such action without notifying me in advance. I have attempted to contact Citibank customer service to inquire about the reason for the account closure, but have not received any clear explanation or resolution. This has caused me significant inconvenience and potential harm to my credit score. I am requesting that the Consumer Financial Protection Bureau investigate this matter and work with Citibank to resolve this issue as soon as possible. I believe that Citibank 's actions are unfair and unjustified, and I deserve to be provided with a clear explanation and a fair resolution. Thank you for your assistance in this matter. Sincerely, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34113
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: XXXX XXXX has several campaigns to reach a certain status if you use your cobranded card by XXXX date. In this case, if I used my card by the end of the statement balance in XX/XX/XXXX, my status at XXXX XXXX would be achieved. However, this is a scam. They are now saying they need to investigate why all my charges in XXXX were slotted and put into XXXX ( conveniently ) excluding or granting me any oft the so called promotions they so deeply offer. It's been 1 month and half now, and XXXX has yet to respond and all they say is that they are looking into it with Citi. Payment in XXXX, was actually paid early and the remainder was paid on the due date of XX/XX/2023. However, the batching process according to XXXX XXXX show that payment was only received in XXXX, which means my points do no show for XXXX but in XXXX. They are saying this is an error on the Citi side that needs to be fixed. Obviously I took screenshots of the payments in XXXX, and really amazed at all these flaws ( or attempts not to honor their own promotions ). Even on the XXXX XXXX it says QUALIFY BY XX/XX/XXXX... When I called in on a recorded line- they said all the spend thru the end of that billing cycle would be towards the current year as it is clearly illustated in the app. Somehow, on XX/XX/XXXX, the points I accured automatically went to XXXX ... What a scam.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94506
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I had three cards with Citi that were closed by the bank in XX/XX/2018. All three cards had cash rewards or Thank You points that were taken by Citi and not paid back to me. I signed up for these cards based on their marketing material that indicated I would receive those cash rewards to Thank You points for making purchases with those cards. By closing my account and not returning to me those rewards, Citi was deceptive in their marketing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60607
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have had multiple problems with Citibank. To include : They routinely locked my account and wouldn't verify that I was me. I had to go in person and sit with the banker ( showed ID and did all account processes ) and they contacted the bankers by phone to lift the hold on my account for verification. Then they would randomly re-lock it and I couldn't verify my identity. On the days it would let me XXXX to another account, it worked. Most days it wouldn't allow me to do it or take out the funds. I would have to go in person to the bank and verify my identity to get cash out instead. I did find that one issue was they mixed up answers to my verification process and I could never get them right because their answers were wrong and they refused to correct it. In XXXX I had them cancel my wire transfer, which was done in person with a banker, because of fraud and went through the same process of verifying myself and they almost didn't want to release the funds to a verified account. It took several hours. They should not be allowed to withhold funds and transfers because you can't verify yourself, based on their own system swapping questions to answers. At one point I realized this issue because they asked me a verification question I was never given as an option to answer at sign up or at any other point during my banking time. It seems more like they are trying to keep funds wrongfully. Additionally their online XXXX transfers would " error '' when I could verify myself. The in person bank said it was usual and to just try it on a different day. This was a repeated problem- they wouldn't allow me to access my funds. When I closed my account in XXXX of this year I was still do a tax document for interest on the account. To date they haven't sent it or uploaded it online. I've repeated contacted them via phone and via their online chat. On XX/XX/XXXX I was informed for the first time that I could no longer use the chat feature as they didn't have access to my account. Mind you, I used this feature repeatedly trying to find out where my tax document was. I was told it would be online, I was told it would be mailed. I was told it wasn't due until the end of XXXX. Finally on XX/XX/XXXX I was told that they couldn't help me with the chat feature and I had to call. When I called they told me they already mailed it at the end of XXXX ( to date no receipt ). I asked why they would tell me on the chat it would be published online or not given until the end of XXXX. They didn't have a good answer. Then the person on the telephone said they would have to get permission to give me any tax documents. After a hold I was told permission was granted for me to have the tax documents. They were due to me months ago and once again I am getting the run-around from Citi. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93657
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: CITI BANK please provide me with the Original Creditor signed agreement form them. That I opened this account. I believe I would have to give you CITI BANK permission to disclose any information to any CRA can you please provide me with the signed agreement that I initiated such agreement.? I have already asked for this information and I am steal requesting for CITI BANK to provide me with this simple piece of evidence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77493
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I am writing to you because I am deeply concerned about my money after the maturity of my certificate of deposit. I was expecting to receive a check in the mail from CitiBank per my account that matured in last week of XXXX XXXX ; I never received this check. So, in accordance with Citis policies, I contacted the support lines in hopes of finally receiving my money. After nearly a dozen calls and more than a month of waiting, my issue has still not yet been resolved. At this point, I have no semblance as to the whereabouts of my assets. Citis policies and practices have withheld my rightful money for an extended period of time. Their employees on the support line, and their supervisors, and executive response team have failed countless times to empathize with my situation, not given me a clear indication as to when I can expect a resolution, masked the status of my open cases, and have even failed to send me a clear resolution timeline. After every call I am left feeling distraught, anxious, and outright disrespected. Please, outline to me what I can do to collect my assets that have wrongfully been withheld from me, because Citis policies and employees have let me down so far. Additional Details : Citi support case numbers : XXXX, XXXX Citi executive support case XXXX : XXXX, XXXX Some of the record details from the calls exchanged : XXXX XXXX XXXX PST [ 19 minutes ] XXXX XXXXXXXX XXXX PST [ 11 minutes ] XX/XX/XXXX XXXXXXXX XXXX PST [ 8 minutes ] XX/XX/XXXX XXXX XXXX PST [ 2 minutes ] XX/XX/XXXX XXXXXXXX XXXX CET [ 12 minutes ] XX/XX/XXXX XXXX XXXX CET [ 26 minutes ] XX/XX/XXXX XXXXXXXX XXXX CET [ 51 minutes ] XX/XX/XXXX XXXX XXXX CET [ 28 minutes ] XX/XX/XXXX XXXXXXXX XXXX PST [ 17 minutes ] XX/XX/XXXX XXXX XXXX PST [ 35 minutes ] XX/XX/XXXX XXXX XXXX PST [ 15 minutes ] XX/XX/XXXX XXXX XXXX PST [ 7 minutes ] XX/XX/XXXX XXXX XXXX PST [ 20 minutes ] XX/XX/XXXX XXXXXXXX XXXX PST [ 2 minutes ] Other communication channels : XXXX chat Chat using Citi portal
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98012
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: This began with Wayfair retail harassing and racially profiling me being XXXX while shopping. Citibank ongoing harassment and retaliation against me because I filed complaints about their harassment and ongoing XXXX profiling me. My account was closed due to Citibank stating my account was closed due to non payment and Bad payment history! I have never paid this account late nor have I missed any payments! My payment history is perfect! Citibank retaliated against me because I filed complaint XXXX. I called them requesting in writing the reason for closing my account. Citibank refused my request and hung up the telephone. Citibank employees ongoing harassment against me because I am XXXX XXXX and was shopping while being XXXX. Citibank refused to tell me how my payment history was bad! They have caused me unjustified financial injuries and I have done nothing but being an XXXX XXXX woman! I have nobody standing up for me! I stand up on my own and companies like CitiBank continues to hire XXXX people in positions that they are allowed to harass, discriminate and do racially motivated harassment towards their XXXX Customers.
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: 2023-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I opened a 3 month CD with Citibank online in XX/XX/XXXX. It matured on XX/XX/XXXX. I tried to close it online but the website directed me toward calling customer service. I called on XX/XX/XXXX to close the account. I was told that they could not transfer the $ XXXX into a different institution, and since I didn't have a savings account with Citibank XXXX the only way I could get my money was to have it mailed to me. I was told it could take up to 15 business days. 15 business days passed and I still had not received the check in the mail. After multiple fruitless phone calls, I went to my local branch ( Citibank XXXX XXXX XXXX XXXX XXXX ) on XXXX. A banker and XXXX said they couldn't give me my check. They told me to call an XXXX number, which I did that same day. The supervisor essentially said they'd have to cancel the first check, reissue another check, and I'd have to wait up to another 15 business days for my money. She also told me to go to my local branch and see if they could help. Essentially I've spent several hours trying to get my {$30000.00} back. I've waited over 3 weeks since I initially called to close my CD and still do not have my money. I've been told by several Citibank employees that " there's no process for this ''. They'd make notes in my chart but no action has been taken to get me my money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94070
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: Received letter from Macy 's stating a credit card application was submitted under my name, and Macy 's was unable to approve the application due to address provided on the application does not match address on credit bureau report. Since I did not apply for Macy 's credit card, this letter indicate someone was trying to open a credit card using my name.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19382
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A