Date Received: 2023-03-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Someone wrote a fraudulent check in my account for XXXX $ i inform after 5 days tha bank by phone and they promise me they will open an investigation After I didn't receive any action I call again XX/XX/2023 and they send me a letter that they will not credit back the fraudulent charges because the claim is reported after 30 days The claim number with Citibank is XXXX XXXX I need to credit back this money asap I was a loyal customer of Citibank for more than 20 years
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: To whom it may concern, According to my most recently credit report, your company is currently reporting to the three credit bureaus that I applied for credit with your organization. I do no recall granting you this authorization to review my credit report. The Fair Credit Report Act requires that a creditor to be able to verify the written authorization of the consumer giving the creditor permission to review their credit. If you can provide a copy of a credit application authorizing the disclosure of my credit files with my signature, I will accept the inquiry. If a signed authorization can not be found please remove the inquiry from the three main credit bureaus. The presence of this inquiry is adversely effecting my credit report and is impending my ability to obtain necessary credit. Time is of the essence so I would greatly appreciate a response from you within thirty ( 30 ) days. Please mail me the copy of the signed application or a letter indicating your intention to delete the inquiry.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76001
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I bank with CitiBank. I was expecting to receive my income tax refund. I went online to check my bank account to see if it had been deposited yet. One of the security measures to getting access to your online account is for them to send a code to your phone. I could not get the code because my phone number had changed. I called the bank and over the phone changed my phone number on the account my phone number went from a regular phone number to a Wi-Fi number. I was told nothing about it being a problem at this time and was allowed access into my account. I did some shopping on Friday the XXXX of XXXX and the morning of Saturday XXXX the XXXX my card no longer worked nor could I get online access to my account. I called the bank again and was told I needed to be transferred to the security or fraud department and they wanted to verify my account. They got to the part of my phone number and told me since I did not have a phone number that was of public record because it was Wi-Fi number that they could not send me a code and therefore would have to send me a letter in the mail with a code. I explained to them I could not wait for this and ask to speak to a supervisor, I was then hung up on. I called back just minutes later and got another fraud department or security specialist on the phone and she was very nice and was able to go a step further and ask for the CVV code on the back of my debit card and was able to turn my account back on that way. At that time I was able to pay my water bill online and do some shopping that day. The very next day Sunday XX/XX/XXXX my card was shut off again and no online access either. When I spoke to them this time they told me the same thing because of my phone number I would have to wait to get this code in the mail. I reluctantly relented because they will not get me a supervisor on the phone they hang up on you or tell you they're not available. I wait several days for the code to come actually I waited four days. I waited until Thursday it would be XX/XX/2023, and I was told it was mailed from XXXX XXXX Texas to my address in XXXX XXXX which should only take 4 days at the most and I still did not have the letter at this time. I'm becoming very upset because they're going to cut my water off. Although I was able to pay the bill online Saturday because it was still in pending status when my card was shut off again it did not get paid. Again I asked to speak to a supervisor and I'm hung up on I am told that verifying your phone is the only way to verify ones identity which is preposterous that seems like a really dumb way to prove someone's identity is by a phone number. I'm advised to wait for the letter they have sent because it can take 7 to 10 days to get to me. 0I digress and I wait over the weekend. I wait Monday and Tuesday and Wednesday I call back on Thursday XX/XX/XXXX after the mail came,. I advised them that I still had not received any letter with a code .I was very upset at this point and told them all of my money is their bank I have no way to pay my bills or feed my XXXX mother with XXXX that I take care of, my water is going to be shut off on Monday and I still don't have a way to prove my identity because I don't have a phone number that is a public record and I have not received a letter in the mail from them with a code and these are the only options they give me to prove my identity to unlock my account. Saturday the XXXX I borrowed some money and went to XXXX and got an account in my name and called the bank back with my new number that say XXXX phone number attached to my name and they still said they didn't find it in public record. Again they're mailing me a letter with a code for me to call with. I called them Sunday the XXXX very angry very upset that the phone number I spent money on still did not work for them and that my water was going to be cut off and I could not pay my bills or feed my family and that they were holding my money from me what I thought to be very unjustly because there are so many ways you can prove someone's identity. There are live visual services over the phone you can do and show your identification hold it up next to your face the the credit bureaus will ask you questions that are of public record of places you've lived what streets you've lived on in the past what cars you owned in the past in your name to identify your identity so why this Bank hangs everything on a telephone number is beyond me. On Sunday the XXXX of XXXX they told me they were mailing another letter with the code for me in the meantime Tuesday XXXX the XXXX my water was cut off so I'm in a home with no running water and a XXXX XXXX XXXX mother with XXXX hardly any food in the house my mother is probably going to get ill from XXXX and as of today Thursday the XXXX I still don't have a letter with a code and no money to feed my family and I'm going to have to pay extra money to get my water turned back on. I don't even know what to do at this point or how to get my account unfroze and get access to my money that I so desperately need. Citibank is supposed to be the fourth largest financial institution in our country or whatever I would think they would have better business practices than this. Because this does not work this is causing serious financial issues for me and my family and possibly health issues as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 758XX
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Our mailbox was broken into last XXXX and whomever broke into it received my debit and credit card from XXXXXXXX XXXX as well as many other things I'm sure. Shortly after I was informed by XXXX that there was possible fraud. They sent me additional alerts in quick succession so I decided to head straight to the bank. While I was sitting with the banker and they were looking at my accounts trying to figure it out they noticed that someone was currently transferring all the money from my savings to my checking so they raced to close my accounts before the person could actually take it out of my checking. I went home and told my sister about it and she said thats funny because someone had made changes on our dads phone line through verison the same day. The person had transferred my dads cell phone number to a phone that was in their possession so all of my dads calls and texts were now going to this new phone. Then I realized that the phone number on my XXXX account had been changed to my dads cell number. Over the next couple of months I realized that there were 2 fraudulent transactions on my home depot card that I didn't recognize, a new XXXX credit card opened in my name, and once my dad got his phone number back there were texts from XXXX XXXX. Our mail box is the type that is located at the end of the street and has compartments for each house on the street so when my neighbor realized the back was opened and all the boxes were cleaned out he reported it to the post office. My sister called the police and tried to make a statement but they would not take her statement because she had not actually had her identity stolen or her cards used ( at least not that she was aware of at that time ). I called the number on the back of my Home Depot card which is serviced by Citibank, and put in a claim for the fraudulent charges as well as doing what was necessary to clear up the issues with all the other things that were stolen. However after waiting the allotted time Citibank decided to deny my claim. I called again and got them to reopen the case and continue to investigate but again my claim was denied. Their reason was that my ID was checked during the purchase, however I had my ID in my possession the entire time so either they are lying or there was a fake ID made in my name. I spend hundreds to thousands of dollars at Home Depot every month and they never check my ID, so I find it difficult to believe that they manually checked ID when this fraudulent person came in. I do understand that this situation is more difficult then the average fraud because the person is local and went to 2 Home Depots in my area. Again it was someone close enough to break open my mail box so clearly they are not far from me. My sister did eventually realize she had fraud on an XXXX XXXXXXXX card and that transaction was done in the city of XXXX XXXX just like one of the Home Depot transactions of mine. Either way my claim has been denied twice and Home Depot/Citibank is fraudulently charging me almost {$700.00}. Please help me get this resolved since they clearly are not following through with their obligation to help me. Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92886
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with monetary relief
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: 15 USC 1681 Section 602 State I have the right to privacy. 15 USC 1681 Section 604 A Section : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC166B : 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: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for purpose. 34
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55430
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: My complaint is in receiving a stated bonus for opening a checking account. After completing all the requirements a bonus of XXXX should have been paid on XX/XX/XXXX. After a Number of calls and speaking to a number of representatives in many departments and always getting a different story leaves me no choice but to file a complaint. Could this offer be a scam? My offer number is XXXX, and the account was opened in XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Home Depot is in debt collection on my credit. This is not my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28601
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/2023 I was approved for a Citi XXXX XXXX XXXX credit card. After several weeks without receipt of the card, I contacted CITi and was told they would send a letter to verify my identity. After a week and a half, I called again and they stated they would said a new letter which I again never received. I attempted to contact Citi again today, XX/XX/2023 and they insist on sending another letter before I can close the account. I know have a credit line drawn against my social security number and an annual fee being accrued without any access to this credit line which I have no way of closing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 811XX
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/XXXX2023 -- As a result of a large refund made by a vendor on XX/XX/XXXX23, I requested a check be sent to me for the overage in my account ( {$1100.00} ). This was made at XXXX MST on that date. They told me they would send me a check. On XX/XX/XXXX23 when no check had arrived, I followed up with them at XXXX MST. I was told I hadn't waited long enough, and I would have to wait longer for the check to arrive. I followed up again on XXXX/XXXX/23 at XXXX MST, and said I still had not received a check and asked that it be direct deposited into my bank account that was included on my Citi account. I was told that they would do that. I followed up again on XXXX/XXXX/23 at XXXX MST when the promised EFT deposit never showed up. I was told that I would have to wait another 2 days for the money to show in my bank account. This morning, I saw that instead of issuing an EFT deposit to my bank account, they instead chose to keep the money and deposited it as a credit in my CC account. I feel I was manipulated from the very beginning so that they could retain my money and avoid sending any money I was entitled to.
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: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A