Date Received: 2023-03-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I am filing a complaint against American Express for failing to respond to my dispute letters dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. My dispute concerns an error on my credit reports from XXXX, XXXX, and XXXX, specifically an inaccurate 30-day late payment reported in XX/XX/XXXX. I have ensured that my account with American Express has always been paid on time, and hence the error is an inaccurate representation of my credit history. I have requested American Express to correct the payment history for this account to avoid any negative impact on my credit score. American Express has been unresponsive to my dispute letters, which is concerning and has affected my ability to qualify for credit. It is frustrating to see this issue go unresolved despite my efforts to bring it to their attention.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33178
Submitted Via: Web
Date Sent: 2023-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Citi advertises the ability to transfer ThankYou Points to airline partners such as XXXX XXXX. When I attempt to use this feature it fails with an unhelpful error message. I have contacted Citi Customer Service 5 times about this error over 3 months. Citi has not explained or fixed it. I know that other Citi customers are able to use this feature. I request that Citi 's senior management investigate and repair my individual account and notify me, in writing, when I can make a transfer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84604
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-26
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Complaint to Citibank NA, Follow up to your letter XXXX XXXX On Citibank Letter dated XXXX XXXX, bank admit account to be fraudulent, account number XXXX And refuses to open an investigation for fraud. Since XX/XX/2022., banks continues on a denial You as the creditor for account, account number XXXX is the one who must prove account and you have not you clearly failed to turn over investigation report after 90 days period and you continue in violation and damaging my person. In addition I never had and dont have the above card, Neither I open the account Account Not mines. I hereby request to Citibank Na, to supply me immediately with a cancellation letter For account number XXXX, within XXXX business days Due to your refusal to cooperate on this serious matter and in denial unfairly treated Im referring this issue to matter to Consumer Financial Protection Bureau Office of Enforcement. Attacahed documents for review Citibank NA, Letter ,90 days lapsed never turn over investigation report Citibank NA, Letter admits accepts account fraudulent Citibank NA, inconsistency You have failed during the 90 days investigation to turn over documents proof For that reason send me a cancellation letter for account number XXXX, within 7 business days I will be force to communicate with XXXX XXXX, Fraud Prevention Thank you XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33134
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My name is XXXX XXXX, this complaint is not made in error nor is it being made bya third party. I declare under penalty of perjury I am alleging that a person or company-without my authorization- from unauthorized use of my social security number and card used my personal identifying information to apply for goods, services, or money ; and, was successful in creating some account. I have no knowledge of this and all is being investigated by the FTC and Under 15 U.S. Code 1681b Permissible purposes of consumer reports I never gave any written consent to report anything on my consumer reports... no consent is fraud. Please delete the account below from my report : XXXX XXXX Date Opened : XX/XX/2016 Balance : {$5600.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11211
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-26
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I paid this off XX/XX/2023 and it remains on my report and no help when it is being disputed on credit services website
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92831
Submitted Via: Web
Date Sent: 2023-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-26
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On the week of XX/XX/XXXX I opened my citibank mobile app and my account was shown as blocked. I reviewed my emails from citibank and there was no correspondence or notices regarding this account block. I changed my password in case it was a fraud attempt on my account. On XX/XX/XXXX I took multiple actions to inquire about the account block however after 2 and a half hours of phone calls, going into a local branch, using the online chat feature, and more phone calls, the only information I could receive is that my account was being closed, no one can disclose why my account is being closed, I will receive a letter in the mail explaining why the account is being closed, and I will receive a check in the mail for the account balance in 30-60days. I spoke to several people from unknown departments, two different fraud departments, an accounts department, the tellers at a local branch in XXXX, and the IRU department. On two of the phone calls the person hung up on me. More than one person told me that the account was closed my the fraud department however when I was subsequently transferred to the next department that was supposed to be able to provide information they either redirected me to another department or advised they couldn't disclose why the account was being closed. On XX/XX/XXXX I received a letter in the mail however the letter was requesting me to update the information on my account such as income and other information and no information regarding the account closure. I took this letter into a larger citibank branch in XXXX and requested to sit down with an Personal Banker to resolve the account block. With the information he had access to, he also did not seem to have information regarding was the account was blocked however stated that on his screen it appears to have been going on since XXXX and not just XXXX. The personal banker attempted to help resolve the issue and called different departments. He was patient however he was additionally bounced around multiple different people on the phone for approximately 45minutes and subsequently received the same information I had received the week prior. They told him that on XX/XX/XXXX Citibank decided to close my accoutn and that I would receive a letter in the mail explaining why and a check in 30-60 days. The personal banker requested if he could receive a copy of the letter to print out since I was here in person and they told him no. I expressed this is unacceptable and that my tax return was deposited into the account over the past week and I need access to my money. I requested the bank to close my bank today and receive a check for the account balance however they told me I couldn't because the back office already initiated their closure. Addiitonally I advised it is not acceptabel to hear that the closure is dated XX/XX/XXXX because this means they locked my account in XXXX, let it sit in limbo for a month, and then didn't take any action to notify me or start the closure process until I reached out. I then requested to speak to the branch manager. The branch manager then spoke to me however was not able to help. She advised once the back office decides to close the account the branch level is unable to do anything. I requested again to receive a check for the account balance however the branch manager said they can't because the corporate office will still end up sending out a check for the balance if they were to do it, which I expressed makes no sense considering they are a bank and can cancel their own check or put a note on the account. The branch manager also advised that someone should have reached out to me 30 days prior to the closing to notify me, however I never received such notification. I received my monthly statements, I received weekly emails of my account balance and any alerts, however there were no emails, alerts, or mailings regarding the account closure. I have seen other people online say this has happened to them and they advised the letters they received didn't express why the account was being closed and some people were still waiting on a check over 90 days after the account closure. I do not want to be stuck waiting for my money. If the bank wished to close the account they could issue me a check for the account balance immediately and then close the account. It is wrong to withhold thousands of dollars of my own money without even providing a reason. This is a stressful experience and I just want a quick resolution and clarity on the situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11234
Submitted Via: Web
Date Sent: 2023-03-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-26
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: The Costco Citi card fraud department will lock your card after an arbitrary amount spend. After speaking with the fraud department all of them will ask to verify identity through a text, BUT THEY WONT LET YOU USE YOUR PHONE ON FILE. And if you dont have access to another phone number they tell you your account is locked until you receive instructions in the mail which will take 5-7 business days. Who has time for that? That is ridiculous, if I had known this I would have never opened card with Citi. After looking online Ive found that many others have shared this experience. Citi need to fix this ASAP, and prorate their fees based on the wasted time and energy. What a joke.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2023-03-26
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: In XXXX, 2022 I purchased 4 bottles of wine and 2 bottles of port from a company in XXXX XXXX. They were going to ship the wine to me within 6 weeks. I have never received the wine. I have attached supporting documentation with this form. Within the attached documentation you will find a copy of my receipt and the shipping information. It shows that the wine came to the United States through XXXX XXXX and then went to XXXX. I do not reside in XXXX. The wine shop, after several communications, will not return my money and the credit card company is also refusing to refund my money. This, in my opinion, is theft.
Company Response:
State: CA
Zip: 95405
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: My card was fraudulently used. I kept waiting for weeks while my account has been negative due to the fraudulent charge. I found out two days ago that my dispute did not go in my favor. I called one of the companys myself and was told that Citibank never contacted them about a charge back or reguarding the amount. Citibank denied my claim without any investigation. I have proof from one of the companies saying they were never contacted. Citibank never provided me with any evidence of their investigation. They lied and didnt do a proper investigation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94541
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: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a home mortgage with CitiBank on XX/XX/2022. My loan number was XXXX. During the mortgage process Citibank excessively checked my credit causing a huge score drop across all 3 credit bureaus. I authorized 1 pull, but there were as many as 4 pulls to one bureau. This mortgage process was an actual nightmare until I signed on the dotted line and now after. I have suffered a large score drop and a credit file that no longer resembles my actual credit worthiness. They showed no regard for my overall credit profile and my possible need to obtain credit in the future. These are the unauthorized credit pull dates across the 3 bureaus : XXXX XX/XX/2022 XX/XX/2022 XX/XX/2022 XXXX XX/XX/2022 XX/XX/2022 XX/XX/2022 XXXX XX/XX/2022 XX/XX/2022 XX/XX/2022 XX/XX/2022
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: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A