Date Received: 2024-02-06
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Re : case # XXXX XXXX XXXX On XX/XX/year>, I received an email from Citibank stating my account was closed because of a periodic review of my credit report and, as per my XXXX report, sufficient of my revolving accounts with a balance near my limits. I have always been on time on all of my accounts. This does not make any sense. For the cards in question, my credit limit was decreased by the companies who issued the cards, and this was not because of nonpayment. I never received the letter they claimed that was mailed to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11411
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I applied for my own credit and was denied through Citi Bank Application ID XXXX my rights have been violated and I'm excersing my rights as per the equal credit opportunity act. I entered into an application of securities and received no valuable exchange. I demand my application to be approved or for my application to be returned. denial of this request will result in securities fraud. This also falls under discrimination and I have been injured. being denied my own credit has brought me much humilation and heartache. I also never gave any written consent for you to sell my information to any third parties. remove all hard inquiries from any and all reporting cooperations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33470
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have a ShopYourWay Citi Credit Card I opened a few months back. I was able to use it and make purchases fine for a few weeks but then it was locked for potential fraud. I called customer support and got that issue resolved, providing my info and verifying my transactions as requested. Card worked for another few days, then was locked again. I called customer support and this time was placed on hold on one line, while receiving a second call to verify my identity. Card was successfully unlocked and I requested that they please stop locking my card, and make note that this card was going to be see a high volume of transactions. Card was locked again within a few days, and was unable to be unlocked. Customer support was not willing to verify my information any more over the phone, and advised me that they would call back within XXXX hours to provide a pin of some sort to unlock my card, OR that I would receive a letter in the mail with the necessary info to fix my account. Neither such method of communication was received. I waited two weeks, more than enough time for either method of communication, and then called back and tried to get the hold removed, with no luck. Customer support advised that they would be sending a letter or calling me once again, however it has been another two weeks and I have still received no communications from Citi Bank. This is incredibly frustrating as no attempt to resolve my issues is being made by the bank, and support staff are unwilling to verify my card even with me willing to provide any info required.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28079
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
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: XXXXpurchased a necklace in XXXX XXXX for XXXX. We were told the necklace was an XXXX diamond, total 1.34 carats in 14karat white gold. We were provided with an appraisal from the merchant. XXXX-Upon returning home to Maryland, we had our local Jeweler look at the necklace and were informed that the necklace " wasn't even worth the cost of an appraisal. '' XXXX-Dispute for fraudulent goods initiated with citibank, credit for XXXX issued to our account. XXXXReceived communication from Citi that the merchart said the item was " as described '' and credit was reversed ( XXXX ). Phone Call-guidance to obtain appraisal to continue dispute. XXXX-Letter from Citi stating they closed the investigation and we needed to sign and send back if we wanted to continue the dispute. Letter signed and sent back, to continue dispute ( dated XX/XX/23 ). XXXX-email to citi with supporting documentation, including appraisal, which was completed at local jeweler, at the request of Citi. Email content : " I am attaching two files to this email. One file contains the letter from Citi concerning the dispute, which I have signed to indicate I wish to continue the dispute. The other email has three pages, a copy of the original document given to us by the merchant, a copy of the appraisal done by a local jeweler in XXXX, MD, and a copy of the receipt for payment for the appraisal. We purchased this necklace during a trip to XXXX this summer. The jewelry shop was recommended to us by a tour guide that we used on a day trip to XXXX. The price noted on the paper from the jewelers, {$980.00} was what we were told they were charging us, but with the exchange rate they used, it ended up being a charge on the credit card of {$1000.00}. Shortly after returning from our trip, we took the necklace into a jeweler to get it appraised. They told us that it wasn't worth the money, as just an initial test told them it was definitely not a diamond, and not likely work anything significant. At that time we filed the claim and disputed the charge. We received the letter that the merchant had replied to the dispute that the necklace was delivered as described, which you can see from their documentation, and our appraisal, that is not the case. I have not seen any documentation from the merchant, other than the statement on the form I signed. I have included the receipt for our appraisal to note that we did have to pay {$100.00} out of our own pocket to prove this fraud. I am writing this email to state that I disagree with the decision of Citi to close the investigation, and ask that they review our documentation and reinstate the credit for this item. Please let me know if you have any questions. '' XXXXemail from Citi stating they received additional documentation XXXX XXXX-communication from Citi that they did not receive valid proof of credit slip, investigation closed. Phone call made by us requesting reevaluation of dispute, as appraisal was submitted by deadline, per Citi request. XXXX-letter from Citi stating the time frame to resolved a dispute is passed and they they can't require the merchant to issue credit and that the dispute is closed. Phone call by us again requesting to re-evaluate as we provided all documentation proving that jewelry was counterfeit, as requested by Citi and by the deadlines requested. We were told they made a note on the dispute and would re-evaluate. XXXXletter from Citi that investigation remains closed, that we needed to supply a response to the merchant 's rebuttal within the specified time frame ( which we did ). Further phone communication that they would re-evaluate as they acknowledged that all supporting documentation was received by Citi by the requested deadlines. XXXX-Letter from Citi that they can not resolve the dispute with the merchant 's bank, the merchant is unwilling to provide a credit and the investigation remains closed. ( no longer making a claim that we missed a deadline ) XXXXPhone conversation with Citi, Supervisor named XXXX. We again reiterated that we provided all necessary documentation by the deadlines and that the item purchased was counterfeit, which the Citi representative agreed with. She offered us a " courtesy credit '' of {$170.00} and XXXX miles. She said Citi could not make the merchant issue a refund. We responded that it was not adequate, as the fraudulent purchase was XXXX and we also incurred an additional {$100.00} in cost for the appraisal, at the request of Citi. I referenced the Fair Credit Billing Act, which requires a credit card company to complete an investigation on fraudulent activity, which includes counterfeit items. Even though the Citi representative acknowledged that the jewelry was counterfeit, she said they couldn't do anything other than the " courtesy credit '' and the XXXX miles. I requested to speak with her supervisor and she informed me that she was the highest supervisor that I could speak with. I asked how I could escalate this dispute and she did not provide me with any other avenue to pursue. I informed her that we would be filing complaints with the XXXX and the FTC ( CFPB ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX, I received a call from a female stating that she was from Citibank Fraud Dept trying to verify a charge of {$1300.00} at a Best Buy store in Florida. She asked whether or not I had attempted to make that purchase. When I said no, she said the bank would need to block my account and replace the debit card by overnight mail. Before proceeding, I used my second cell phone to dial the number from which the call originated. I received what appeared to be the usual Citibank options so I felt that the call was genuine. I was asked to enter 6 digit Authentication codes twice and the call was concluded with reassurance that the new card would be available by noon the next day. I woke up on XX/XX/XXXX and checked by bank activities as I normally did every 1-2 days. I discovered that a wire transfer had been made from my small savings account to my checking account. Then my checking account was emptied, ( {$850.00} ) leaving less than {$10.00}. Fortunately, I had had a direct debit of {$3000.00} completed by IRS earlier that morning. I called Citibank number on the back of my bankcard and the Customer Service rep tried calling the number from which I had been called the previous day and stated that it was indeed a Citibank Customer Service number after she completed a call to that number. I decided to go to the Citibank branch at XXXX XXXX XXXX XXXX in XXXX and after waiting over 2 hours, a fraud claim was filed by the banker, XXXX XXXX while assuring me that the bank was insured by FDIC so I should not worry. She gave me a fraud report form which required notarization and I completed it and returned it 2 days later. Citibank responded about 4 weeks later stating that I agreed to wire transfer and other transaction because I repeated the 6 digit code ( which actually is the same experience I have had in the past with Citibank ). I immediately called their Fraud Dept to dispute their decision and 2 weeks later I again received the same response. On Saturday, XX/XX/XXXX, I received a letter from Citibank headquarters in Texas with further explanation that they honored what was seen as my request to transfer my money to " a beneficiary '' so I was ultimately responsible for the fraud which was perpetrated. This is blaming the victim. If they use a 6 digit code to verify my identity and I input the code requested, I assumed that by verifying the origin of the call and following usual bank procedures I had done the proper thing. I have heard from several people since then who have been defrauded twice - by the hackers and then the bank. This appears to be Citibank 's pattern and they must be stopped. I am thankful that I had been using their services to mostly pay bills. I am in the process of withdrawing ALL my funds from this disreputable organization.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10027
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
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 was fraudulently charged twice by a merchant on XX/XX/XXXX for {$87.00} and {$91.00}. I reported it to Citibank, and XXXX of the charges was reimbursed, but the other remained pending. In XXXX, the merchant refunded XXXX charge, but the other charge remained and posted in XXXX. I was charged interest every month since XXXX in the amounts of {$2.00}, {$2.00}, and {$2.00} despite the charges being " under investigation ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40403
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have sent XXXX transfer from XXXX Credit card on XX/XX/2023 to be send to my account at Citi. Check # XXXX amount {$12000.00} XXXX to Citi The check was cashed by Citi bank on the XX/XX/2023 as proof was given to me by XXXX. I have try asking for Citi to apply the payment to my account since the check was send with mistype account number it went nowhere. I ask Citi to send the check back so we can send it with correct information, but they said they are not able to do that or help and asking XXXX to talk to them. When XXXX called they asked to have member on the call too. Basically, they have the money and not sending back to XXXX or myself. Now i have XXXX bills to pay since XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98074
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-07
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/2024 at around XXXX, I went to check out on the XXXX XXXX website to purchase a flight to XXXX. While in checkout I received a promotional advertisement to lower the cost of the flight i was checking out with by {$400.00} if I applied for the XXXX Citi Card. ( see screenshots : Promotional Banner, Promotional Checkout ) I applied, and immediately received an approval e-mail that had the last four digits of my account on it but not any way to apply it to the checkout ( See PDF Instant XXXX you're approved ). I called XXXX XXXX and they said it was a Citi issue, and they would probably issue me a temporary card I could use to check out with ( and that would come in 24-48hours ) I called Citi and they said the promotion only works once the card is received in 7-10 business days. I asked if they could give me my temporary card, and they said that would have a limit of {$500.00} on it and would not count towards the promotional credit. I asked if they could give me my full account number, and they said they could not because it was just created and will take 7-10 business days to complete. Citi told me the best option was to wait for the credit card to come in the mail in 7-10 business days and then buy the flight. The next day, the flight had increased to {$910.00}, so I paid XXXX XXXX {$30.00} to hold the booking, to see if the card came in time to receive the promotion. In 7-10 business days the flight was never the same price as the advertised promotion I applied for. Having the promotion at checkout and advertising that applying for the card will save me money on the current flight is false. The terms and conditions when applying say in the {$400.00} statement credit promotion ( See Screenshot XXXXStatement ) : " If instantly authorized, credit cardmembers will receive temporary account information and a temporary minimum credit limit. This temporary account information can be used during payment for the current eligible XXXX XXXX purchases at time of checkout to receive the statement credit. " I was instantly authorized. I did not receive the temp account info and I could not use it during payment for the current eligible XXXX XXXX purchases at time of checkout. This is false advertising. While I submitted a complaint, the company responded that with I should've received the temporary card/account number that would've allowed me to checkout with the promotion. In the days I have waited, I have not received a temporary number. And as in the instant e-mail, it was not provided in the Instant Approval e-mail to secure the promotional price at checkout that was advertised. Attached is also the company response to the first complaint where they said I should've been given a temporary number ( See Citi Response )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91504
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-07
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I had fraud in my card for more that {$1000.00}. I reported this immediately but they charged me anyway. Never sent me a replacement and never contacted me back. The fraud was clear but citi is not taken care of this. Customer service on the phone is not supporting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10471
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-07
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: absolute resolution is attemting to collect on and unverified account and falsifying data on the account by reaging account and payment history. also, deleting and reinserting account on my consumer report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07501
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A