Date Received: 2023-03-27
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: XX/XX/XXXX - Online order for cabinet knobs. Total order {$370.00}. Home Depot Credit Card ( citibank ) charged {$370.00}. ONLINE ORDER # XXXX XX/XX/XXXX - Cancelled cabinet knob order. Balance refunded {$320.00}. Difference of {$49.00}. XX/XX/XXXX - Called XXXX XXXX store in XXXX, AZ to question difference. Customer Service desk told me because part of the order had to be ordered from manufacturer, credit would be issued once goods were received by store - then difference would be credited back. XX/XX/XXXX - Called Home Depot Credit card number- they transferred to Credit Services, who then transferred to Customer Service at the XXXX store who told me this was a citibank issue. XX/XX/XXXX - Called Citibank- they said it was a XXXX XXXX issue and transferred me back to Customer Service Desk at XXXX XXXX. XX/XX/XXXX - Visited XXXX XXXX Customer service desk in XXXX XXXX, AZ. XXXX and XXXX were able to contact the XXXX store and get a {$50.00} credit issued. Said credit could take 7-10- days. XX/XX/XXXX - Received collections call from Citi Bank. Balance of {$49.00} was due XX/XX/XXXX plus late fee of {$29.00}. XX/XX/XXXX - Called XXXX, store manager at XXXX XXXX XXXX. He said credit appeared on their computer. Tried to track down why credit wasn't transferring over to Citi Bank and our credit card. Could not do anything more but indicated he had contacted Citi Bank Resolution department and to contact them with the case number he said was opened- Case Number XXXX XXXX - call XXXX. XX/XX/XXXX - Called XXXX spoke to XXXX. Transferred to different department- XXXX. No updates- could not find case # - told me to call back in 30-90 days then hung up on me. XX/XX/XXXX - Late calls continued with late fees. XX/XX/XXXX - Paid off most of credit balance. Will not risk credit rating and harassing calls for a {$50.00} balance. XX/XX/XXXX - called XXXX ( Citi Bank ) to follow-up with case number. Spoke to XXXX who said they have nothing in their notes about a complaint and suggested I call XXXX XXXX @ XXXX to inquire. XX/XX/XXXX - called XXXX ( XXXX XXXX ). Automated system - requested Customer Service Department - reason I stated - complaint. Was disconnected. XX/XX/XXXX - made final payment of {$19.00} for original charge and credit which was not received to zero out balance. **Not sure if this is a Citi Bank issue or a XXXX XXXX issue but I have spent HOURS going through automated systems, being transferred back and forth, and being disconnected. Total paid which I'm requesting refund for - {$78.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 863XX
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I am writing to file a complaint to Citi credit card ( ending in XXXX ). They closed my account out of a sudden without any meaningful reason. I used the card from time to time for grocery, for {$10.00} to XXXX each month, and always make payments on time without any issues. However, right after I paid the annual card fee {$95.00} for the new year starting from XX/XX/2023, they closed it right after. They not only stole my card fee, but also took all my rewards points ( around XXXX points ) that I accumulated from shopping. This is something I never expected to experience for a big bank like Citi. And I have called them multiple times and they never offered any help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94043
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
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: Wayfair and CitiBank NA has filed false claims to XXXX on XX/XX/2023 stating my credit card was opened up due to identity theft and fraud. Citibank Security Fraud employees sent documents via US Mail to XXXX to collaborate their lies. XXXX opened an investigation against me # XXXX. This is Wayfair and CitiBank ongoing discriminatory and harassment against me because I was shopping at WayFair while being a XXXX woman. To this date my credit card accounts balance is incorrect. To this date I have false accusations against me by their XXXX employees ongoing discrimination against me because of my Race. Their employees has lied repeatedly, generated false account notes, open misleading fraud allegations against me all because I was shopping while XXXX. Today, CitiBank employee by the name of XXXX threatened me and demanded I supply him with my other credit cards that are managed by CitiBank. I only provided my Home Depot credit card information. I filed a lawsuit dispute against Wayfair for merchandise that I purchased that the company refused to provide. Wayfair provided the credits back to my credit card and I thought the matter was over with. Because the merchandise that was sent to my home was 2 beds that I never ordered was returned. I made a conference call with XXXX from Wayfair and XXXX from Citibank and on the call Wayfair Rep XXXX read all the credits she processed back to my credit card! I thought the matter was over. Unbeknown to me Employee from Citibank reported to XXXX that my credit card is a fraudulent card application and they closed my account! Citibank Security Fraud department then on XX/XX/XXXX call the Police and gave false information to the police stating, Her credit card is in collections and she made a threat! The Police responded to their false accusations and came to my home at approximately XXXX. The caller who made the call gave the Police the name as XXXX XXXX and a phone number that begins with XXXX area code. XXXX confirmed that a fraud investigation is currently opened against me. To date CitiBank and Wayfair discriminated against me because I shopped with Wayfair while being a XXXX woman. Their lies, false accusations is causing me tremendous stress and anxiety that due to their lies that the Police will come to my home and kill me just like what happened to XXXX XXXX and XXXX XXXX XXXX when Police killed them based on false information and calls from people telling lies! I need help! Citibank has lied repeatedly Wayfair has lied repeatedly! I want to be compensated for this ongoing harassment and discrimination because I am a XXXX woman!
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: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I received a call from Citi Bank asking if I had authorized or had initiated a transaction via XXXX for the amount of {$780.00}. I quickly replied I had not. They advised me that whomever had accessed my account had moved money from my savings account to my checking account Citi Bank sent me a text XX/XX/XXXX at XXXX stating my XXXX transfer had been canceled and reversed for {$780.00} and to allow 24 hours for funds to become available ( ref. # XXXX ). I followed up with Citi Bank on XXXX asking for a status on the reversed payment. They advised it would take 3-5 business days. On XX/XX/XXXX I went to the XXXX XXXX branch and submitted another status report and update on the funds. They had me file again another request for the funds to be returned. They also had me do a police report which I also completed that same day. On XX/XX/XXXX I received a call from the XXXX XXXX branch letting me know that the request was denied because " I had initiated the transfer '' and I would need to go in to escalate the issue. I went into the branch on XXXX and made filed another request to escalate the issue and spoke with representative over the phone asking me questions regarding the initial transaction. They advised me this could take up to 30 days to resolve. They have now mailed me a letter stating they stand with their decision. That I initiated the transaction and they will not return my {$780.00}. I have the proof of when they texted me they would return my {$780.00} and I can provide the necessary records to show proof.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90304
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: On XX/XX/2023 I applied for a BestBuy Credit Card at the physical store and was approved and I made a purchase on the same day. I was told that I would receive my card in 7-10 days. I never received my card as of today XX/XX/2023. I have called the company " CITI bank '' who is the issuing credit card company and notifying them that I did not receive my card. They said they would cancel the card on file and then would have to verify my account through sending me a letter in order to send me another card. I have made about XXXX calls to the company in the past couple of weeks regarding not receiving this letter and only to meet with resistance that they would need to send a verification letter to verify my account and they couldn't help me any other way. Last week I get a phone call that my account is past due, I told them that I have never received a statement either. I tried to make a payment over the phone and was told that I was still pending verification. I am frustrated with CITIBANK and am getting nowhere with the multiple different people that I am speaking to who sounds like they come from XXXX. I have tried to go online to access my account and make a payment but unable to log in as they system can not recognize me without my credit card. I called again to ask for assistance and was met with the same verification excuse. If this shows up on my credit report as a late payment I will be even more furious as of 2 months, I have gotten no statement, no credit card, no verification letter, no help or assistance, and I can't even get tech assistance from their customer service to go online. Please help me with this issue because I am at my wits end with this company and can not believe what is happening. All of my personal information was on the original application when I got approved and now I feel that their incompetence will have a negative impact on my credit score and my personal well being.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I am writing to dispute the seemingly illegal action taken by CITI bank against my savings account. On XX/XX/2023, my account was blocked without proper explanation, and I received an email from CITI informing me that my account would automatically close within 60 days, as they claim that I have violated the terms of my account per the client manual. However, I strongly disagree with this claim. My account was opened on XX/XX/2023, and I have not violated any terms of the account. In fact, I even spoke with a CITI bank customer service agent just XXXX day prior to the account closure and was not made aware of any issues with my account. I have attempted to find out about the reason for the CITIs action and resolve this issue with CITI bank, but have been met with significant resistance. Despite being passed around to numerous departments, I was only able to reach the Account Take Over ( ATO ) department, which refused to provide me with any meaningful assistance. They repeatedly stated that there is a mandatory wait time of up to 60 days, during which time I would be unable to access my funds. They also refused to provide me with a reference or case number, despite my repeated requests as well as they refused to connect me to any higher management level / department where may be able to investigate it sooner. As my account contains {$140000.00} in funds, I can not accept waiting for two months without access. Therefore, I am ungently disputing CITI bank 's decision to block my account without providing me with a clear reason, and then forcing me to wait for a period of 60 days without access to my funds. I believe that this action is unfair and unjustified, and I am seeking a resolution to this matter as soon as possible. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98058
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
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 received a text message about fraud on my Macy 's Amex I let them know that it was not me that was making charges in several states. They closed the account and opened an investigation. They did send me another card but subsequently closed that account too. Which i just found out today, XX/XX/2023 because I noticed that my account was no longer being reported on my credit report. I was told that it is still an open investigation. I'm being punished for fraud that is not my fault.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 71603
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Sometime around XX/XX/2023 we hired XXXX XXXX to install a dishwasher. When the appointment was made we went into great detail to explain our kitchen set up and also answered all of the questions they asked us. The person helping us was XXXX and after going through everything involving the job he gave us a quote and explained what each item was that made up that quote- it was for {$320.00} and included the installation of the dishwasher, installation of an electrical outlet and fees for hauling away 2 dishwashers. He then said they required a credit card on file to hold the appointment and we obliged. On Wednesday, XX/XX/XXXX they showed up to do the work. The first thing they looked at was the location of the pipes and discovered that they are coming up from under the house ... .vs the other possibility of them being behind the drawers of our island connected to our sink. They then said they needed to access the crawl space to take a look. Once they were done with that they informed us that they would not be able to do the job and would have to come back another day as they weren't prepared for an installation involving pipes under the house. We mentioned that when we were talking with XXXX setting up the appointment we told him we didn't know where the pipes came from and we discussed the two possibilities expecting that the installers would be prepared for both scenarios. The young man at our house said XXXX had not put that in the notes for the job. We said we were fine with rescheduling and then the young man informed us that they were going to charge us a fee for the " Site Inspection '' they had conducted. He said this would be in addition to the quote we had been given. When asked he said he wasn't sure how much the fee would be but he thought it about {$140.00}. We told him we were not ok with this and ultimately after he called his manager- who was actually the company Owner from what he said after- and we were told the fee was going to be charged. We expressed we weren't ok with it and I asked for the name of the decision maker with the company and he gave that information to me and left. We called the appliance company that we bought the dishwasher from and that referred us to XXXX XXXX and spoke with the manager there. After hearing our story she offered to contact the owner of XXXX XXXX as she has a good relationship with him. She also mentioned that XXXX is new. To this date I have never heard back from her and a couple days later a fee for {$160.00} was charged to our credit card. We filed a dispute with Citi, the issuer of our credit card and they declined the dispute saying " After a review of your dispute, we determined that we are unable to assist you because you received the services you contracted '' ... and referred us back to XXXX XXXX for any further resolution. Here is our position : When the installers showed up for the job they were there to do an installation. They looked behind our drawers in our island and accessed the crawlspace all under the guise of completing an installation. After they did that work they THEN told us there would be a fee for a " Site Inspection ''. That was the very first time those words had ever been mentioned to us. We weren't told about it during scheduling, we weren't told before they did the '' inspection '' and we were not given an option to accept their fee or not accept it and decline the service because it was never on the table until after they determined they would have to come back. They very clearly did NOT do the job they were contracted for and created a way to still charge us due to their mistake of not being clear in the job order. The reasoning for declining our dispute is not a fair evaluation of the actual events.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98022
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: It's been almost a full year since my Savings account has been marked as " Inactive '', and despite my doing everything they asked of me, they have still NOT reactivated my account, and so I can not add/ withdraw/ access my money. I'm still not sure why the account has been marked as " Inactive '' last year, but sometime in XXXX last year, it looked like I was able to get it reactivated over the phone, however less than a month later, when I tried to add funds, the account was once again locked. They said it's because there has been no " activity '' in the last three years, although there was a deposit back in XX/XX/2022. The Citi Customer Service gave me XXXX options to reactivate my account. One would be to visit a branch to verify my identity, address and phone number, which unfortunately isn't an option for me since Citi does NOT have any branches in XXXX XXXX. The second option is to send a letter, verifying my name, phone number, address, etc. and requesting they reactivate my account, which I did TWICE already ( the latest this last month, see attached tracking information showing the letter delivered on XX/XX/XXXX ), yet I got ABSOLUTELY NO RESPONSE, and the account is still Inactive. This is ABSOLUTELY PREPOSTEROUS, these are my life savings in that account, and I haven't been able to access the funds for more than 8 months now, so I need Citi to come up with some option to get this issue resolved, and reactivate my account for full access.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98087
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
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: Roughly 1 year ago today, I hired a contractor based out of XXXX, NY to help with an exterior and kitchen renovation for my home in the mountains, about 45 minutes away. With a large wedding planned on the property for XX/XX/XXXX, my fiancee and I wanted to make sure the house was as nice as it could be. In XX/XX/XXXX, I gave my XXXX XXXX card to my contractor to pick up supplies as needed for the job on the way up to our house. Several weeks later, my fiancee had a XXXX in the middle of the night. Over the course of the next 2 months, she was found to have a XXXX XXXX, I married her legally in the hospital, she needed to have XXXX XXXX and she was then found to have XXXX XXXX XXXX XXXX. On XX/XX/XXXX, during this period of intense personal and financial struggle ( she was no longer able to work, hospital bills, etc. ) my contractor began making fraudulent charges on my account. And while we were consumed with wedding cancellations, XXXX 's, XXXX and existential trauma, he went on to make a total of 34 fraudulent charges, totaling just under {$8000.00}. He bought himself and his crew expensive new tools, shop vacs, etc, and bought all the supplies needed to build someone else 's fence and remodel at least one other person 's bathroom. Meanwhile, we were so immersed in the chaotic, dramatic and dire life-and-death situation we faced, I did not notice the extraordinary balance on this account until XX/XX/XXXX, long after he had stopped showing up for work - leaving me with a half-finished kitchen. I immediately froze the account, pored over every statement, compiled a list of the charges, and presented them to the fraud department of Home Depot Credit Card which is a product of CITIBANK. It took multiple calls and over a month for CITIBANK to confirm receipt of the faxed materials they had me send. It was told it sometimes took that long to open a fax. (!? ) Initially, they credited every charge back to my account, which was a MAJOR relief. And as I waited until XX/XX/XXXX for confirmation that the charges had been cleared ( 2 months after I filed the complaint ), I began seeing every charge reappear on my account! CITIBANK had determined that this was equivalent to handing your child a credit card to buy ice cream and he returns with a new pair of sneakers and that I would be responsible for every single charge. This was not the case. This is the case of professional contractor willingly committing 34 individual accounts of fraud over 6 months ( averaging about {$400.00} per visit ) against a couple that was struggling with early onset XXXX XXXX. Over and over again, even 2 months after he stopped showing up for work. I was stunned to learn that CITIBANK had made this judgement and upon their request, filed a police report naming the contractor ( though we are trying to avoid confrontation for our own safety reasons. ) This person was never officially a registered user on my card either, as can be confirmed on the website, they just flagrantly and frequently abused the system, conning not just me but the other clients he was buying materials for. I have asked CITIBANK to reconsider, to review the security footage, to transfer these charges to his account directly and no accommodation whatsoever has been made. There has been no pursuit of the contractor, only a repeated declaration that I am at fault and must pay the balance in full. Meanwhile, I am struggling with my own debt, accrued trying to finish the renovations myself. This situation has tanked my credit score and I was rejected for a HELOC because of my debt-to-income ratio. Charges on the card usually carry a 6-month XXXX interest free period, but I only found out about these charges in XXXX and CITIBANK took 2 months to let me know that I am responsible for the charges. And so now, EVERY MONTH, there are very high balances due and deferred interest is skyrocketing. CITIBANK has told me to pursue this as a civil issue through the courts when neither they nor the police officer who filed the report thought it would achieve anything more than creating more interest and more debt on my end. The handling of this situation by CITIBANK has been inhumane and predatory, if not criminal. As a consumer, I am at a loss and unable to keep up with the financial devastation this has wrought.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 124XX
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A