Date Received: 2023-04-01
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: In XX/XX/2022, I lost my Citi Premier card when traveling abroad, and I attempted to get a replacement. I did so by setting the address on the card to a foreign address where I was traveling and requesting a card. Somehow, this set the address for all my cards to the foreign address. I was only able to catch this in XX/XX/2022, and so I reset the Citi Premier card address to my US address. Unfortunately, I did not notice that the rest of the cards still were at the foreign address, which was incorrect as I have a US address. This caused all the cards except the Citi Premier card to be closed in XX/XX/2022. I tried calling and starting a support case to reopen the cards, but was not able to. I know with Citi there is a 90 day timer from when an account is closed to use the points or lose them. With Citi, they are all pooled into one account and it is hard to tell how many and when they are expiring. The rewards page only said : you have XXXX points expiring. I tried to use up the points that said were expiring, but it would still just say : you have XXXX points expiring. I repeatedly tried to use the points, but the message would never go away. I called into Citi to ask how many points were expiring, and they could only tell me XXXX points were expiring. After attempting multiple times to use up all the expiring points and the message never going away, I stopped. I had XXXX points as of XX/XX/2022, and then afterwards I had XXXX points or so when they expired. I don't believe this is fair because I was never given an accurate number of how many points were expiring. Furthermore, closing the accounts was not fair given the foreign address was set accidentally just to get a new card. I've started a few support cases with no resolution. Customer support case ids : XXXX, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95070
Submitted Via: Web
Date Sent: 2023-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-01
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 purchased a sofa from XXXX XXXX XXXX on XX/XX/XXXX for {$1900.00}. The company told me it would take 18 weeks to receive my sofa. I received many emails alerting me later and later delivery dates, the last communication saying it would be XX/XX/XXXX. They even sent photos of my finished sofa ready to ship from XXXX. Then in XXXX I was told the furniture company went Bankrupt. I sent receipt and all communication to my Citibank Credit Card dispute department and was denied reimbursement saying the purchase was made too long ago.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90066
Submitted Via: Web
Date Sent: 2023-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-01
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: Its over 3 months that I am trying to resolve a charge in my credit card. My problem started when I order a sweater from XXXX, the site has the return policy guaranteed and, I tried to return the sweater immediately I got it, XXXX didnt accept my request and then I contacted Citi credit card they opened my dispute for over 3 months and, I contacted both ( XXXX and Citi XXXX several times but the customer service is terrible, they always promised to resolve it in 3-5 business days but both never did anything! I have everything documented!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02151
Submitted Via: Web
Date Sent: 2023-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-01
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: I had a problem with citi bank they kept telling me stuff that wasnt true and added more money to my account then there should have been on my citi bank credit card. They handled the situation very poorly. Im autistic and that just needs to be handl better I kept asking about my account why is it higher than usual I havent used the account and now I owe them XXXX in debt with my bank but Im very upset how they handled the situation. The account was at the limit at XXXX and after that there were things adding on to it and it should have stopped it just kept adding on money my account and for some reason it hit XXXX and I was upset called customer service and they couldnt help me with the issue and Im passed Im still paying on this since last XXXX it just needs to not go over the limit for some reason money kept adding on the credit card and I wasnt too happy and made me upset I have a XXXX XXXX called XXXX and they just something u cant upset and I was upset with citi bank on how they treated me wasnt happy at all.
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: 2023-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-01
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: From XX/XX/2023 Citicard began declining my credit card over and over. When I began calling from XX/XX/2023, they kept making me verify texts and purchases but still kept declining purchases. They would not give me a reason for declining the purchases. They repeatedly switched me to different operators. This has been going on for 4 days. Even though I gave them my cell phone number, they said they did not have it and it was not verified despite my verifying it over and over. The texts they sent out also did not reach me for over 5 to ten minutes. The operators also could not speak clear English. They got angry because they were not clearly understood and would not give a reason for why Citibank began declining my purchases. There is a bonus Citicard offered if you spend {$1500.00}. I believe this is why they were preventing me from charging. They would not confirm if I already spent {$1500.00} and was eligible for the bonus or not. This is a poor scheme Citibank is doing. I have read about other banks trying to sabotage people collecting on the bonus they are offering but consumers should not have to go through this. I requested they mail me a letter of explanation but they ignored that. They said the reason they declined purchases was that they did not have my cell number. When I explained that you do not need a cell number to make a purchase with a credit card, they fell silent. I worked four days with Citi card. I think it is about time they paid me for my work for them. Consumers should also be warned not to use Citibank 's credit card. My tax return is being delayed because they declined the card there also across three companies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened my citi bank account XX/XX/2023 while I live in Minnesota the closest branches to me are in Illinois so on a family trip I deposited my close out check from my previous XXXX XXXX bank which I switched to citi from and my account was blocked and frozen I was told to wait 24-48 hours and give a call back when asked why the account was under review I was told no information could be provided. I proceeded back into the branch that I had processed the deposit to ensure that it was me and they reached out to customer service and was also told that I had to wait 24-48 hours. After the 48 hours was up I called and was told I had to wait another 24-48 hours because nothing was updated. I waited 24 hours and gave a call back I was told that they were unable to verify my phone number which was the exact same phone number on file I asked to speak to a supervisor and was denied I was told they were unable to verify me and was hung up on. I called back verified all of my information to customer service and was again transferred to their security department I provided my phone number which is on my account and again was told I couldnt use my number because it is not in public record which prompted me to check with the credit bureaus and my phone number is in fact on file with all three bureaus. I called back again and was told I had to wait on a letter with a reference code and all of my verification options have been exhausted which they only tried my phone number and told me it was unsuccessful even though I went into the branch and also verified my entire account plus my code word. I am still waiting on the letter which I have not received and all of my funds are in this account I have 2 children and I cant pay my rent or any bills and the bills that were set to auto deduct has bounced back. Citi bank has to be one of the worse banks I have ever encountered
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55902
Submitted Via: Web
Date Sent: 2023-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/22, I was the victim of identity theft due to an impostor scam. The impostor contacted me identifying as a fraud department employee from Citi Bank. I was scammed into completing XXXX transactions that resulted in the loss of approximately {$30000.00} from my bank account. I contacted the bank immediately the morning of XX/XX/22 to report concern with money transfers from my savings to my checking account that I was not making. I learned that the scammer had in fraudulently opened up two additional checking accounts. Citi bank completed their investigation confirming fraud and credited my account with {$18000.00}. Two transactions that occurred during the fraudulent scam have not been credited. Citi bank has refused on multiple occasions to credit the two transactions completed on XX/XX/22 in the amount of {$4900.00} and XX/XX/22 in the amount of {$4900.00}. Citi bank maintains their position that the Transfers are considered authorized and consistent with my transactions. I have tried multiple times to appeal the decision given that Citi Bank has honored my fraud claim and that Regulation E applies to any EFT that was unauthorized. I was deceived into authorizing those transactions and I, the consumer, received no benefit. Between XX/XX/22 and XX/XX/22, multiple transactions occurred in my account that should have been detected by my bank as fraudulent and inconsistent with my banking practices, putting me at high risk for identity theft. Not only did my bank not safeguard my money, they allowed transactions to occur after I reported the concern.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60160
Submitted Via: Web
Date Sent: 2023-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The main problem has to do with XXXX reporting information incorrectly. 2 of my credit cards were reporting incorrect balances for more than a month, since XX/XX/2023, for my XXXX XXXX credit card ( {$190.00} ) and Citi Bank credit card ( {$6500.00} ). I put in a dispute to XXXX on XX/XX/2023 to try and correct these balances so my credit score would improve and I would be able to apply for credit cards. On XX/XX/2023, the dispute was " completed '' by XXXX but instead of correcting the balances they deleted the Citi Bank card off of my credit report and did not change my XXXX XXXX credit card saying it was correct at {$190.00} balance. This ended up lowering my credit score 20 points because of the deleted account which I did not ask for. I contacted both of the companies directly and both said they were sorry for the incorrect balances, that they don't know why XXXX was reporting incorrectly, and would make sure they were correct this coming cycle. Citi Bank was not able to add the credit card back to my account which I still need to happen and XXXX was not helpful either, and were not polite on the call with them. The cards are still active so I am hoping that the next credit run, they will report accurately. It is almost XXXX and XXXX has still failed to fix anything I initially asked for even though they said they would " fix it quickly ''. The balances on both accounts are now XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89074
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have a credit card with Citibank, I raised Dispute for {$1100.00} XXXX but withdrawn it XX/XX/XXXX => and tried to reopen it but unable to do so. below is the history of this entire transaction. Date XX/XX/XXXX => I used for making payment for one of the airline ticket I was trying to purchase from XXXX XXXX XXXX XXXX XXXX but somehow that transaction didnt went through so Date XX/XX/XXXX => I filed a dispute request with Citibank on the same day, => Citibank applied a conditional credit to my Credit Card. Date XX/XX/XXXX => However later I got confirmation from XXXX XXXX that my ticket is confirmed. So I Withdrawn my dispute XXXX Citibank reversed the charges on my credit card of {$1100.00} Date XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX booking ( Ref XXXX ) saying I disputed the amount. Date XX/XX/XXXX => I asked XXXX XXXX XXXX provide an XXXX so that I can back track the transaction with the help of my bank but i didnot receive any response from them. => CitiBank Customer Support helped me to file reopen the case again but XXXX master card denined that they can't reopen the dispute since it was withdrawn.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75063
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I made a one time purchase at Macys and the sales person offered me this card. I explained that I did not want the card, because I would use it only at that particular moment and not anymore. I do not live in the US. The sales person guarantee that there would be no charges involved in making that application so I could use the card one time. There were no fees. I used my son 's address and told her. I was surprised with this letter from the debit collector. I reserve my rights to use a lawyer again the company if I have any further inconveniences for this matter. I hope the matter gets solved and wait for an answer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A