Date Received: 2023-03-10
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: The account was attempted by the customer to be closed XX/XX/XXXX ; Citi did not attempt to reconnect per its procedures or policies a disconnected line even thought the customer had called numerous times and given contact information in the event of such. Assuming then the account had been closed. The customer called again on XX/XX/XXXX after receiving notice for a past due payment for annual fee of XXXX $ on XX/XX/XXXX now being late after XX/XX/XXXX no payment was made. Citi provided no explanation at this time as to the customers grievance about why the account was never closed and the XXXX $ fee assessed from the XX/XX/XXXX call. The customer asked that this be investigated and escalated internally and never heard back from Citi. The customer called back in XX/XX/XXXX to investigate into this and was told this was being investigated and properly escalated within citi internally and never heard back. Citi is continuing to assess late fees and only now responsive after opening a complaint with cfpb. Citi reviewed the information submitted regarding account closure issue only after filing complaint with cfpb. Not once did Citi investigate at my request when calling in their phone line directly to request investigation internally on quality and control for why my account was never closed. Citi records reflect that I called and spoke with an agent on XX/XX/XXXX and upon reviewing the call, confirmed that I did make a request to have the account closed. Citi reports that I disconnected the call during disclosures and per Citi procedures, if the account closure disclosures arent read in full and the call disconnects, the account will remain open. Citi does not note that I attempted to call back in. Citi also does not note attempt to reestablish the call even after I confirmed my phone number and reported having issues with multiple agents and the the lines on Citi bank side disconnecting. Citi notes that I again spoke with an agent on XX/XX/XXXX, requesting the account be closed so the agent read all the account closing disclosures and completed your request. Citi does not note that I spoke to 6 different agents, bounced around different departments, trying to investigate into a fraudulent charge on an assumed closed account and not once explains to me that the reason my account was never closed was because the line disconnected. Had Citi explained this and then explained that the XXXX $ annual fee assessed is due to the account wrongfully never being closed on Citis procedure and lack of follow up - then I would've filed a complaint with cfpb at that time. At this time I also asked for more clarification around the XXXX $ charge to multiple departments when I had specifically closed my account prior to the annual fee being assessed. Again, not once did an agent clearly explain the fee due to an error with the previous attempt- to which the conversation would have been different. I then asked Citi to open an investigation again internally and I was told this would be done and never heard back from Citi as to the findings of that investigation - all this time Citi has found it fit to charge me late fees to my closed account annual fee of {$99.00} billed on XX/XX/XXXX. Because of the added AAdvantage miles benefits that come with this card, Citi will not waive the annual membership fee - even though when I previously canceled the card I switched from flying XXXX to flying XXXX, under the premises that Citi had indeed closed my account. So The benefits they feel fit to charge for I never received.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60640
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-10
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Unauthorized Hard Inquiries on my report on XX/XX/2021. I do not recognize this and find it to be inaccurate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92236
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-10
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: We recieved an email from what looked to be Best Buy XXXX XXXX XXXX. They used these offical logos. Because we have used these companies in the past it looked to be legitimate! I call the number given XXXX XXXX XXXX XXXX and they tried to get me to log into a web site they sent me to to pay the debt that was on the invoice. I got suspicious and hung up and went do further on the computer. I called Best Buy and asked about this charge and there was no such bill issued by them. They informed me that this was definitely a scam and I was to report it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 02816
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-10
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Unauthorized Hard Inquiries on my report on XX/XX/2021. I do not recognize this and find it to be inaccurate. Removal of this unauthorized Hard Inquiry
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92236
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am writing to file a complaint against Citibank for their handling of my savings account. On XX/XX/2022, I opened a savings account with Citibank in order to temporarily store a large sum of money while I planned where to invest it. When opening the account, I transferred {$1000.00} to my account. On XX/XX/XXXX and XXXX, XXXX, I transferred two rounds of {$100000.00} each from my XXXX account to Citibank totaling {$200000.00}. Shortly after transferred {$10000.00} out of my account to XXXX XXXX. This left me with {$190000.00} sitting in my Citibank account. To my surprise, on XX/XX/2022, I received written notice that my account was being terminated by Citibank and that all funds would be returned to me within XXXX business days. Despite making numerous calls to Citibank and speaking with different agents about why this occurred, I was given conflicting information each time, causing further confusion and concern. One agent falsely claimed that the Citibank couldnt verify the transfer and had returned my {$190000.00} money to my XXXX account. Another agent claimed that the transferred funds were not under the same name as my Citibank account, so Citibank never accepted the money from the ACH transfer in the first place, which was also untrue. A third agent informed me that my account was under investigation by a third party, which was a surprising development. A fourth agent told me that I would not receive my {$190000.00} back. After the 60 business day mark passed, I still heard nothing and it was only when I called again that an agent told me they would escalate the issue. Despite this, I have still not heard any further updates from Citibank and my money has been frozen by the bank for almost XXXX months at this point. To date, the only confirmation I have received that Citibank even still possesses my money ( despite what customer service agents told me ), is through a Form 1099 that I received from Citibank in the last few weeks with interest income paid to me from my savings account. I have also discovered that I am not the only person who has faced such issues with Citibank this is a pervasive issue. I found numerous complaints online from customers who have had their accounts terminated without valid reasons, and with little or no information about the status of their funds. Some consumers have lost access to their money for more than XXXX months. I am now requesting that Citibank return my hard-earned money, which totals {$190000.00}, with interest as soon as possible. The stress and worry caused by this ordeal have been immense and unacceptable, and it is unacceptable that Citibank has not provided me with clear and consistent information regarding the status of my funds or in their investigation process. Being custodians and trusted intermediaries of public money, Citibank is bound to be transparent and accountable to its customers, and they have utterly failed. My trust in Citibank has been destroyed, and I will be spreading the word to help others avoid the pain that this incident has caused me. I am filing this complaint with the Consumer Financial Protection Bureau in the hope that Citibank can be held accountable for their actions and to prevent others from facing similar issues in the future. Citibank must be held accountable for their actions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75094
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-10
Issue: Fraud or scam
Subissue:
Consumer Complaint: I am writing to you because I am getting no where with Citibank and XXXX. Here are the circumstances leading up to my contacting you. On XX/XX/XXXX, my son who lives in Florida notified of a monthly rental of a home in XXXX XXXX Florida. He sent me the link that was on XXXX list and XXXX listings. It showed pictures of the rental home as well as what the rental would include. The monthly rental was {$3000.00} a month. I told him it's too good to be true, but since he does not live to far from the rental could he please and go check it out. That weekend he drove to the residence in question, no one was home but a neighbor was home. He inquired from the neighbor if the owner was the one named in the rental and the neighbor informed my son it was and that the individual in question rents her house out on a monthly basis. Everything seem to be on the up and up so I agreed to send payments to the homeowner in {$500.00} increments totally {$3000.00}. XX/XX/XXXX {$500.00} via XXXX XX/XX/XXXX {$500.00} via XXXX XX/XX/XXXX {$500.00} via XXXX XX/XX/XXXX {$350.00} via XXXX XX/XX/XXXX {$500.00} via XXXX XX/XX/XXXX {$150.00} via XXXX XX/XX/XXXX {$500.00} via XXXX I sent the payments via Citibank through XXXX. The person would text as well as email me on receiving payments and further details about the rental. We had rented the house from XX/XX/XXXX - XX/XX/XXXX. We flew into Florida on the morning of XX/XX/XXXX. The owner informed me via text message she would meet me at the house at XXXX P.M. to hand the keys over. My wife and I arrive at the house at XXXX P.M.. There is a dog barking and no one is answering the door. The owner informs me she is running late and to wait. We waited till XXXX. I texted her with no rely. I phone her now only to hear the phone is disconnected. The neighbor who my son spoke to back in XXXX is outside and I inquire if he has seen the owner. He states she left earlier today after someone moved into the home. I inform the neighbor I've been trying to contact her and now her number is disconnected. I show the neighbor the phone number and he states that's not her number. He gives me the correct number to the owner. I call the number and she picks up on the first ring. I inform her who I am and she states she has no clue who I am. I inform her I have been e-mailing and texting her about her property rental and once again she is clueless to the particulars of the matter of renting her home. Then the owner starts crying as she has figured out as well as myself we have both been scammed. They impersonated her stole her identity without her knowledge. I too now have been scammed out of {$3000.00} and no where to stay in Florida. I immediately contacted Citibank to inform them of what just occurred. The person on the other end of the phone informed me since I authorized the exchange of funds there was nothing XXXX can do to refund my lost. After explaining to the person what had occur over the period of three months assuming I was in direct contact with the owner, both the owner had her personal identity stolen as well as I was out {$3000.00}. The bank representative insisted there was nothing they could do since I authorized the transactions. The next morning I contacted the XXXX XXXX XXXX Department who responded to my sons house to fill out a police report. The Evidence Request ID # XXXX. They informed me this is a common scam practice in Florida and That I was not the first. I told them what the bank representative told me and the officer said do not give up keep filing appeals. I also filed a F.B.I. Internet Crime Complaint Center report ( IC-3 Form ). Upon return to New York I went to the local Citibank branch which I have been a client with since XXXX. Upon speaking with the branch manager today after I have been denied three times has informed me to contact and fill out a complaint with the Consumer Federal Protection Bureau. So this is why I am contacting you. First I am trying to obtain getting a refund from the bank which I am now hitting a dead end. Everything seem to be legitimate until the moment we arrived at the location only to find out we were scammed, and explaining to the bank we thought everything was legitimate until we arrived only for them to inform us since we agree to send the monies we were at lost. I don't know if you can assist us in recovering our lost, but would greatly appreciate anything you can do to help my wife and myself out. I have the authorizations, contract, and further information regarding renting the property if needed upon request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11762
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-10
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The XXXX XXXX promise to remove all past due payments. If I agreed to pay off the account, they never remove the late payments, and it is hurting my credit. XXXX XXXX is reporting account closed, charged off, sold to a collection agency and still reporting a past due balance which is incorrect and should be removed permanently off my record. This XXXX XXXX credit card is a XXXX credit card which I used for a XXXX By XXXX XXXX, selling it off to a collection agency violates my Hyppa rights and both synchrony bank. XXXX are in violation of my Hyppa rights. The company XXXX is the collections company that bought synchrony banks account and is reporting incorrect dates and amounts. I never gave them authorization to do anything. Therefore, they should be deleted off my report permanently. Thank you for your help with this situation. Hopefully we can get these inaccuracies permanently deleted off my report. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93422
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-10
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: i wire the sum of {$13000.00} to a XXXX Account on XXXX of XX/XX/2023 my bank said the XXXX received the money at XXXX, with the reference number of XXXX the XXXX account did not receive any money and my bank has refused to say where my money is now my bank have closed my account, please help me resolve this issue if they have closed my account, they should send a check of the amount to my address
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 458XX
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-10
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act XXXX Account has violated my rights 15 USC 1681 Section 602 States I have the right to privacy 15USC 1681 Section 604 A Section 2 : it also states a consumer reporting agency can not furnish an account without my written instructions 15USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-10
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have a Citi credit card which has been open for several years without any issues. In XX/XX/2022, I took out what they call a Flex Loan of {$5000.00} on the card. It has a set interest rate of 7.99 % and a term of 60 months. There is a minimum monthly payment of {$100.00} required on top of any monthly payment required for regular purchases on the card. The information the company shares on their app, website, and monthly statements says that any payment made above the minimum monthly payments will be applied to the higher interest rate first. Regular purchases on the card currently have a rate of 27.49 %. I usually pay off my credit card balances around every two weeks when I receive my paycheck. I never carry a balance month to month. I've been doing this the past few months as usual, but on XXXX XXXX, I was charged {$4.00} as interest for standard purchases. I assumed I had made a mistake and not paid everything off like I normally do. So I paid extra that month to make sure I would only be charged interest on the Flex Loan moving forward. However, on XXXX XXXX, I was charged {$7.00} as interest on standard purchases. I then reviewed the last several monthly statements and found that there is now a balance of {$350.00} accruing interest on standard purchases. I also found that the balance on the Flex Loan is lower than it should be at this point of the loan term. I called Citi 's customer service line on XXXX XXXX and was informed that I should not attempt to pay off the balance on regular purchases. I was told that payments would always be applied to the Flex Loan instead, even if the purchases I was attempting to pay off were already posted to the account. The only way to pay off regular purchases is, when setting up an automatic payment, to select the option " Adjusted New Balance + Flex Plan Monthly Payment. '' I was told that the only way to resolve this situation is to now pay {$470.00} to pay off the regular purchases as well as the Flex Plan payment for XXXX. I'm unable to find anywhere on the company 's app, website, or monthly statements that informs their customers that making a payment on a credit card 's balance will not in fact pay off that balance if a Flex Loan has been extended to the account. Because of this, I now have a balance of almost {$500.00} accruing interest at 27.49 % while I made payments to a loan accruing interest at 7.99 % without my knowledge. The company has made no offer to remedy this situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 385XX
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A