Date Received: 2023-03-31
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: When I set up the checking and saving account over a year ago they entered my SSN incorrectly which was causing access issues. I worked with the bank and sent in 3 duplicate requests to correct the SSN before it was finally corrected. I have not signed into my online account in several months and it was requiring multi-level authentication and again it is no longer recognizing the correct last 4 digits of my SSN. I have a CC and Debit card for my account, I have my address, login information, account balance and what I had written down for both my savings and checking account number, my security question and I get texts from the bank with number account balance information but I do not get paper statements and have never had any checks as I do not use them. Since it would not allow me to use this info I asked them to send me paperwork in the mail to either give me a statement or something to just allow me to close out the account as there are no offices close to me. They have refused to mail me anything, allow me any other options or escalate my concern to any other than the supervisor who said there is no way to access my account or get access to my money. I want to work with someone that will help me close this account. This has been going on for over a year and they are holding my money XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 54904
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: 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 XXXX XXXX I submitted a dispute since I recognized that there was a substantial charge on my account that was not mine. Citibank denied my claim, did not file a chargeback since they assumed that the charge was correct. If you look at my spending patterns this charge for {$4200.00} on XX/XX/XXXX does not match up. The bank is holding me responsible for a charge that I suspect was made on my old phone that I sold. The XXXX XXXX wallet must not have been removed properly before I sold it and someone managed to use my information to make the purchase. I need the charge credited back to my Citi credit card account.
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: 2023-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Someone called Citibank on XX/XX/23 at XXXXXXXX XXXX and got themselves added as another person on my and my husband 's joint account ( 30 years with the account ). They were able to get Citi to give them an ATM, open a new account, transfer all my savings and then go to a teller and withdraw {$10000.00} my money without even an email notification at XXXXXXXX XXXX on XX/XX/23, teller # XXXX. I use my mobile app all the time to transfer funds and pay my credit card, etc. and ALWAYS get notifications. I have never shared my account information, passwords, login info, pin or ANYTHING with ANYONE. A total of {$36000.00} was taken from my account without notification of ANY KIND from Citibank. Upon reporting to Citibank 's fraud department, I was told there was another case just this week exactly like mine. Apparently Citibank has a security problem. They have said they will refund the money to me on a PROVISIONAL basis within 10 days, but I am worried. I have a college student in my household who needs my financial assistance. Citibank needs to make this right and protect my money, security and interests.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11758
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: Citi bank is trying to collect on time barred debt and in order to get that done they filed in Federal court with false allegations about fraudulent charges when in fact the bank has never before brought up that argument and all charges were legit and even Citi has already sent me 1099c 's for this old debt they just trying to create a narrative to try to collect an old debt
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: 2023-05-25
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: Problem with rewards from credit card
Consumer Complaint: I have a cash-back Costco-Citi credit card rewards certificate that was to be sent to me via XXXX transfer. I redeemed this on XX/XX/XXXX via the Citi App. However, it was not found in my checking account even after a week. Per call with Citi representative on XX/XX/XXXX, they reported a systemwide issue with XXXX and direct deposit accounts. They said they should send an email and letter with confirmation within a week, and that I should call back if not seen by then. No response was received, so I called on XX/XX/XXXX, and they had to set up a referral process to escalate the issue. The representative reported he has not seen anything like this before as these are usually " very straight forward '' - he said to check back by XX/XX/XXXX or XXXX, and that I should get an email by then. No response was received, so I called again on XX/XX/XXXX ; the representative reported that the referral was closed on XX/XX/XXXX and said it can take 1-2 days, but up to a week, for it to show up in my account. I asked if that meant that the deposit to my account had been approved, and he could not answer. He reported that he messaged the person who made the referral. He provided an update that the referral being closed doesn't indicate anything is finalized ; just that it is " still being worked on. '' I asked for a supervisor. XXXX, the supervisor, shared that I was misinformed, and that it takes 30 days to go through with the referral process. She let me know that she would personally call me on XX/XX/XXXX to give me an update. She referenced that " this is a brand new program and not everyone is educated on it, so we have been having some trouble. '' When asked if the money can be sent to me another way, she said no, because " it has already been sent '' After I did not receive a call from Citi by XX/XX/XXXX from a supervisor as they promised, I called again on XX/XX/XXXX and spoke with supervisor XXXX. She said that XXXX is out of office, but he sent her a message. He said he was unsure why she said she would call me when they are not allowed to make calls from their desks. I asked to file a formal complaint about this issue, as all correspondence has been initiated by me, with no follow up calls from the company. He asked that I wait a few more days to hear back from their team. I asked that I receive some sort of written correspondence regarding the contents of my complaint, or receipt of the complaint, or anything in writing that acknowledged the issue that was being dealt with on my account. They let me know that they could not do send me any acknowledgement of any aspect of my issue in writing. As of XX/XX/XXXX, I have not heard from Citi.
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: 2023-03-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/2023, I logged in to my CITI account to make a payment on my Costco CITI Visa card. My billing statement cut on XX/XX/2023, had a statement balance of {$200.00} and a minimum payment of {$41.00} with a due date of XX/XX/2023 ( Attachment XXXX ). When I went to the payment page ( Attachment XXXX ), it gave me four options : XXXX. To make the minimum payment of {$41.00} ( calculated based on the original statement ), XXXX. To pay the remaining statement balance of {$1.00}, XXXX. To pay the current outstanding balance on the card of {$1700.00}, or XXXX. To pay a custom amount. I selected the second option, to pay the remaining statement balance, as I always do, to zero out the current billing statement. When I selected option two, I received an error message, indicating that I still owed {$39.00} to satisfy the minimum payment to avoid going late ( Attachment XXXX ). In other words, I was put in a position where I was forced to OVERPAY my remaining statement balance or be penalized with late payment fees. Thats absurd. Obviously, CITI knew I only had {$1.00} remaining on my billing statement and gave me the option to pay that amount. However, when I attempted to pay it, their system wouldnt allow it. How is it legal to force an overpayment to meet a minimum that has not been adjusted to match the amount actually due? This could easily be remedied by adjusting the backend of the program to recognize when the remaining statement balance is LESS THAN the minimum payment due and having the minimum payment due automatically adjust to match the remaining last statement balance. Its not rocket science. Instead, CITI is essentially extorting an overpayment under the pain of late fee penalties. Even though the excess payment is credited to the account, I should not be FORCED to pay more than my statement balance. The late fee listed in CITIs fee schedule is up to {$41.00} '' ( Attachment XXXX ) Im basically paying the equivalent of a late fee by simply trying to pay off my current billing statement balance. Thats insane. In short, if an option is given to pay the remaining statement balance, and that balance is less than the remaining statement balance, you should have the right to pay the remaining statement balance to, in effect, zero out that billing statement. I am not sure what would happen if, after the end of my last billing cycle, I had made no other charges and my outstanding balance was XXXX. I suspect I would have been able to pay the {$1.00} since you wouldnt be able to submit a payment that exceeds the outstanding balance. Im not sure why this is different, because, for billing purposes, we are talking about a single billing cycle, not about the outstanding balance remaining on the account. And certainly, a customer should never be charged a late fee for paying off the remaining statement balance. Im in essence being penalized for being a responsible customer. I pay off my balance, in full, every month, so this really irks me. For people who are cash-strapped, this potentially presents a much more serious issue. I did reach out to CITI about the issue and the representative admitted it was odd, but it was how the system was. I did pay the minimum that exceeded my remaining statement balance because I had no other option. It is my hope that you will investigate this practice and bring it to a swift end.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 547XX
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: Hello, On XX/XX/XXXX a payment in full of {$250.00} was made to my Macy 's account, after which a return of {$47.00} was made and credited to my account. On XX/XX/XXXX I chatted and spoke with XXXX XXXX to request a refund check for this credit balance. She stated a refund would be received with in 7-10 days and a confirmation email would be sent- which I received stating a refund check was issued and will be received in 17 days. I followed up on XX/XX/XXXX with a chat with XXXX XXXX XXXX confirmed a refund was issued on XX/XX/XXXX. I pointed out that the credit balance still shows on my account. He then stated he would raise a dispute and again I was assured that a check would be delivered within 7-10 days. To date, XX/XX/XXXX, I have not received a refund check, however, the credit balance has been removed from my Macy 's account, currently {$0.00} balance. As you can calculate, this has so far been a process of 8 weeks, confusion and a lack of follow-through on the part of Macy 's protocol, management and employees, and phone holds that last 30 minutes plus. Disappointed and frustrated is an understatement when I have been a Platinum customer for years, and I have made my payments promptly to Macy 's! I certainly hope you can assist me with this seemingly minor situation. I am able to summit copies of chat conversations with the above employees of Macy 's if needed. Thank you so very much for your time and assistance! XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 801XX
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: 2023-03-31
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting act CITICARDS CBNA, has violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions 15 U.S.C 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30180
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: 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, submitted a dispute for a payment to a merchant who provided services that were not as described. Several months later, on XX/XX/XXXX, I received correspondence from Citibank ( card issuer ), that my dispute and the provisional credit had been reversed based on information from merchant. Information from merchant was provided to me, which included photos of an unknown person, and an email between the merchant 's corporate office and the physical store location. I provided a rebuttal to merchant 's response to Citibank ( card issuer ) on XX/XX/XXXX. Shortly thereafter on XX/XX/XXXX, I received a letter stating the claim was closed in merchant 's favor, despite my rebuttal including the requested information. Card issuer 's letter of XX/XX/XXXX, is continuing to claim that the information requested was not provided, including a proof of return, for which non exist, because payment was for a service, not a product.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: It has been 30 days and the creditor ( Shell Oil-Citi bank ) has not updated the information nor has provided proof or documentation in regards to a late payment. They have not provided the information and they must delete the alleged late payments on my credit report. Under federal law they had 30 days to complete the investigation and for failing to do so. The items must be deleted from my report as soon as possible. 15 USC 1666B
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A