Date Received: 2023-03-22
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Citibank 's Internal System is defective and does not work.=- THEIR MANAGERS ARE DIRECTLY SABATOGING THEIR OWN SYSTEM AND YES I HAVE PROOF VIA EMAILS OF OVER 1 year from the branch manager - 1 year ago they closed my account. The regional manager said that it was because " their system didn't like my company name '', this was after 6 months of the account opening. Manager told me to " change the name and reopen a new account ''. - I compiled. Last XXXX I went online and my personal account was closed and ALL THE MONEY WAS TAKEN OUT. -- I immediately called Citibank back office. 4 hours on phone they told me I had to go into my brach to get my money. -- - I complied and went into the branch whereby I was told " there is no one available to talk to me for the next 2 days to call the back office to get my money sent via check ''. I got the branch and regional managers personal email address, so I setup a recurring email to email them weekly from XXXX to now ( XXXX ) asking when I will be receiving my CHECK. the only reply I received was ONE EMAIL stating " CALL ME ''. - I complied and called over 50 times, the branch directly just rings and rings than it connects to their back office. I have notes and proof of everything. today I woke up and logged in and ALL OF MY COMPANY AND INVESTMETN ACCOUNTS ARE CLOSED. I received NO notice, NO letters, AND ALL OF MY MONEY IS MISSING!! what I believe happened is Citibank changed my mailing address without permission and I do have PROOF OF THIS VIA EMAILS WITH THE BRANCH MANAGER! I am very concerned bc no one at the branch knowns anything, ALL MY MONEY IS GONE, AGAIN!! I NEED MY MONEY BACK RIGHT AWAY AND I STRONTLY SUGGEST YOU REVOKE CITIBANKS RETAIL BANKING LICENSE, THIS IS PATHETIC THanks so much
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89436
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: XX/XX/2023 - I made a payment of {$650.00} to my Citi Double Cash Credit Card account from my XXXX Checking account. It took a few days to process, but there was no notification of the payment failing from Citi to me. XX/XX/2023 - I logged into the Citi Double Cash Credit Card account and saw that I had chosen the wrong account by mistake. I immediately made a payment for the same amount, but from my XXXX checking account, which the payment was originally supposed to be made from. XX/XX/2023 - The account was closed on my end when I logged into the account. At this point, I never missed a payment, and I paid the majority of my balance off well in advance of the statement being sent, as well as before the due date. I immediately called Citi to see what was going on, and they informed me that the account was closed because of the returned payment. As I mentioned, I was very confused because I gave them no reason to close my account based on my account history. My payment history is attached, which shows my large payments I frequently made to keep the account balance low ; my account also had no late payments. This made no sense for them to close my account, especially after I made a payment and contacted the to explain the mix-up. XX/XX/2023 - A letter was issued to me from Citi stating that the account had a return payment and I should " make a replacement payment right away. '' By this time, I had already made a payment and contacted them regarding it. The fact that this letter is dated XX/XX/2023, after I've already made the payment that cleared my XXXX Bank, made me aware of the negligence and poor banking practices of Citi and that they were fabricating a reason to drop me as a customer. XX/XX/2023 - I was issued a letter stating that the account has been closed because of the one returned payment. I had to wait for this letter from the customer service department because I was told it would allow me to call back to see if I was able to get the account restored. Once I received it, I gave them a call. They asked for income information to get the account restored. They did not pull a credit report during this call because they said it wasn't necessary, given the prompts the agent had on their computer for the restoring of the account. This information was sent to their team to review, and I was told to wait for a letter in the mail. XX/XX/2023 - They issued a letter stating they were unable to open my account because " your credit report showed paid or unpaid delinquent credit obligations ''. They did not pull a credit report to obtain that information and they did not have my permission to do so. Nevertheless, anything there was on my current credit report was there before I opened the credit card with them, so the information they stated in the letter was false, and they truly had no reason to close the account. The day I found out the account was closed, which was about 2 weeks before I received notification of the account being closed, I had no access to the account. They made me wait for letters in the mail, as I explained. So when I called them today ( XX/XX/2023 ) to get this account paid off since they were not reopening the account, I was charged a late fee for a payment I had no knowledge of. They did not send me a statement, and I was unable to access the account. I went ahead and paid the account off in full today as well. I will be closing any other accounts with them and will never do business with them again. It has been a ridiculous journey with this company and their horrible customer service, having multiple times I was hung up on intentionally, had bad attitudes, not being transferred to managers, and being given the wrong number to speak with agents in the US. This happened more than 5 times on separate occasions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On XX/XX/XXXX I received an alert of a hard credit hit from XXXX from Macys and then later that evening I received an email notifying me of my new Macy 's citibank card that was just opened. I did not open a card. I on XX/XX/XXXX as soon as the customer service line opened to close and dispute the account and any charges but they were unable to tell me where or who opened the card. I am concerned that someone has my information. Also, the email that was sent did not provide any contact information for Macy 's or citibank, I had to find that information myself and it was not easy to obtain. They should be required to add that information on the email stating that if you did not open this card to call the number immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 15301
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
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: XX/XX/XXXX - My husband passed away who retired from the company. XX/XX/XXXX - With the assistance of my daughter, contacted the company to inform of husband 's passing after receiving the death certificate. XX/XX/XXXX - Spoke with CSR who confirmed account was closed and told there was a XXXX balance. Also told not liable for balance. Told to send death certificate and letter to the company. XX/XX/XXXX - Received a call from the company regarding account. Spoke with floor supervisor and explained what happened the day prior. Floor supervisor stated that a letter would be sent out 7-10 business days. May possibly receive phone calls until updates were made in the system. XX/XX/XXXX - Spoke with CSR regarding account. We were told there was nothing in the system and that we should speak with someone with the Investigations Dept. Given a case ID # ( XXXX ). Told to resend death certificate and letter, nothing on file. XX/XX/XXXX - Emailed letter and death certificate per request. XX/XX/XXXX - Spoke with CSR and was informed that my husband 's account had been transferred to a new account on XX/XX/XXXX in my name. Was told that there supposedly I was joint on the account. Informed CSR I was ONLY an authorized user on the account. CSR looked up notes in the account and found that retiree called regarding adding someone as a joint person on the account ( XX/XX/XXXX ), but there was no application of a joint account. Also was informed that whatever was done on XX/XX/XXXX wasn't correct. Was transferred to another company to their Investigations Dept and then to the Probate Dept with no resolution. XX/XX/XXXX - Contacted by the company once again and was transferred from CSR to Probate who then transferred to Employee Accounts ( the new account opened was an employee account, my deceased husband 's account ) who then transferred to a Collections Supervisor who then transferred to Fraud Detail who then transferred to a Supervisor who supposedly closed the account, apologized for the confusion and stated that I was not liable and would be referring to the investigations department. XX/XX/XXXX - Contacted by the company and SCR stated the account was closed an a new credit card was opened ( reason for the call from credit department ). He stated his supervisor told him that I was still liable for the account. After going back in the notes, the CSR stated there was an account closed in XXXX with a different account number ( looked like an error ), then also confirmed the old account was transferred from my late husband to new account with my name only. Finally spoke with the supervisor in the Billing Department. She stated she was escalating the case and to resend the letter and death certificated to the company 's dispute department. It would take 10-14 business days. XX/XX/XXXX - Received a XXXX package from the company. The letter stated that I was the primary and requested my husband, who was an authorized user, be made joint on the account. I was NEVER the primary on the account! My husband may have called to inquire about adding me as a joint account holder, but I never agreed to anything. When I requested the documentation to show a credit application with my name on it, all they sent were copies of my husband 's old credit card statements. The letter dated XX/XX/XXXX, was to show I was only an authorized buyer on the account. My husband had to go through bankruptcy and I was never involved in his dealing. I was under the impression that my name was solely on the bill because I was an authorized user. I am not aware of what my husband did with his account. The company never sent any documentation of a credit application, only statements. XX/XX/XXXX - The company had a letter to the my estate and that the account was closed. The estate would receive communication from an outside probate partner. I did not call because this became very frustrating and hurting. I am still mourning the death of my husband and now they are sending letters to my family stating that I am dead. This was devastating! XX/XX/XXXX - I received a letter from a law firm addressed to my estate. They had received notification that I had passed away, They were seeking to located the Executor of my estate to pay outstanding bills. My daughter sent an email to them letting them know I was very much alive and that this was an example of the poor services being received from their client. The end of XXXX I received a statement from the Company for payment and several phone calls from the credit collections department. I began to seek legal help, but I can not afford to pay for the expenses. I was speaking with a family friend and was told I should send my concerns to CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48203
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: on XXXX XXXX XXXX opened a checking account at citibank for {$110000.00} using a attorneys check coming from citibank account. Made three transactions. One check to pay rent - one bank check made out to myself and deposited at XXXX. one wire transfer to my account at XXXX. thats it. Got form letter with no explanation your account closed suspected fraud. Called citibank- no reason. Branch manager at a loss for explanation. My funds held for up to 60 days and not notified until 10 days after closure ( could have bounced checks ). concerned about my credit rating and professional reputation ( hold series 7 ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10025
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Dear Consumer Financial Protection Bureau, I am writing to dispute several hard inquiries on my credit report. According to my credit report, there have been several hard inquiries made by various lenders over the past few months that have negatively impacted my credit score. I understand that lenders have the right to request my credit report as part of their lending process, but I believe that these inquiries were made without my consent or authorization. I have not applied for any credit or loans during this time period and have no knowledge of any lenders or financial institutions conducting a credit check on me. As you are aware, hard inquiries can stay on a credit report for up to two years and can have a negative impact on my credit score, which can affect my ability to obtain credit in the future. Therefore, I am requesting that these hard inquiries be removed from my credit report immediately. I have already contacted the credit reporting agencies and disputed these inquiries, but I have not received a satisfactory response. I am hoping that your organization can assist me in resolving this matter as soon as possible. My credit report clearly shows the unauthorized hard inquiries from the following companies XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Please let me know if you require any further information or documentation from me to resolve this matter. Thank you for your assistance in this matter. I look forward to hearing from you soon. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77469
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair crediting reporting act, these creditors have violated my rights. Under 15USCC1681 SEC 602 which states that I have the right to privacy. 15USC1681 SEC 604a section 2 which states a consumer reporting agency can not furnish an account without my written instructions. Under 15USC1666B, a creditor may not treat a payment on a credit card account under an open and consumer 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: NY
Zip: 11207
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Citi AAdvantage Mastercard XX/XX/2023 Company cancelled my credit card without warning claiming " inactivity ''. Closure resulted in placement of an expiration date on my airline points. Only with an active XXXX credit card can I make purchases to remove the expiration date which is only a few months off. I believe that I should have been notified of a pending closure so that I could take measures to avoid it. This also reflects on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91423
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: Im a XXXX XXXX. I was defrauded and scammed by a company that employed me. I had alerted both Citi Bank and XXXXXXXX XXXX. In addition I have filed complaints with the XXXX XXXX police, the FBI, the Department of Justice, the Secret Service I had perfect credit! XXXX XXXX completely understood the issues and has appreciated and treated me with dignity. Issued a new card and is working with me. Citi Bank, has treated me as if I was the criminal. They closed not only the account involved but my second account which was in effected. They have made false statements to the credit bureaus and are defaming my good name and credit. I even sent all of the documents to XXXX XXXX, XXXX of Citi Group in NY. She has not responded and in fact Citi continues to treat me like the criminal and fraudster. Im meeting with an attorney tomorrow. This is the short of a long saga, but I suggest people should be aware of how Citi Bank treats their customers, especially a XXXX XXXX with perfect credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92262
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-22
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: The creditor is Citibank NA who closed my credit card accounts without giving any explanation except that my account is restricted. I called them more than 5 times to get the reason and they kept saying that I didn't update my information and they couldn't keep my account open. This is not correct because I stayed on the phone for 3 hours transferred from one department to another trying to figure out what happened, and no response was provided. the phone calls were between XX/XX/XXXX, and XX/XX/XXXX. I also tried to open a business account with the same creditor, and they denied it for the same " restriction " reason that no one was able to explain to me- '' the credit privileges on your existing account ( s ) are currently restricted ''. So now I have a closed account after being with the same creditor since XXXX, with exceptional history, and denied a new account based on bogus reasons. I look forward to your action. thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 87105
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A