Date Received: 2023-03-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Sunday XXXX around noon eastern, I attempted to use my Citi debit card at a Citi ATM in a Citi branch. I received an message on my screen that there was an error with my card. I attempted to use the card at another ATM in the same location to confirm the problem was with the card and received the same error message. I then called Citi and the agent told me that the problem was that the expiration date on my card did not match the expiration date on file in my account. We were then disconnected. I called back Citi again and reexplained the issue as well as what the previous agent had shared. The new agent confirmed that this was indeed the issue why my card was not working. I told the agent 1 ) I had not received a new card 2 ) I had not activated a new card and 3 ) I had received no notification from Citi that a new card had even been sent. Typically, when a new card is sent, I am still able to use the old card until I activate the new one unless the card expired and the expiration date on the card in my hand was more than 4 years away. The agent said the only possible solution was to send me a new card which would be overnighted to me. I then asked how could I access the cash in my account today because I needed the money. The agent told me I could transfer the money to another account. I asked which other account, because my savings account is linked and I would use the same debit card. It transpired that the suggestion meant that I should transfer my money to another institution ( which I do not have as a loyal Citi customer for nearly 20 years ). It is outrageous that a bank would effectively hold my money hostage unless I worked with another bank. Moreover, the error in the mismatched dates was the fault of Citi - I had never activated a new card and the agent was able to see that I had not done so. I also struggle to understand how, in the computer age, reverting to the old card was not possible. I was then transferred to the credit card department, because I intended to withdraw cash using my linked Citi credit card. My pin did not work with the credit card and so I was then transferred to yet another department. This department told me it would take 4-7 business days to get me a new pin - an entirely ineffective solution to the problem of accessing my money. I was transferred back to the debit department where I learned that the first agent had never put in the request to have a new card overnighted to me. I said that I needed the new card and *also* that I needed cash that same day so this issue isn't resolved. When speaking with the supervisor, the call connection was extremely bad and hard to hear. I asked repeatedly to file a complaint that it was unacceptable that Citi had not been able to resolve the issue and was told that was not possible to do so. I also asked what Citi could do to make up for the fact that I was stranded without access to my funds through no fault of my own and the fact that I had spend two hours of my time on the phone without a resolution and needed to cancel my plans that required the funds. The entire time the tone of the conversation was extremely condescending. At this point, I had been on the phone 2 hours without a resolution. The agent finally put the complaint through some internal system. Based on the number of times the case number had to be corrected as I wrote it down, I'm not even confident it was even a real case number. The agent told me I could expect to hear from someone on Monday in response to the complaint which did not happen. Today, Tuesday XX/XX/XXXX at XXXX XXXX XXXX I again called Citi because I had not received the new card I was told would be overnighted. The agent I spoke with today did not seem to have access to any record of the case on Sunday so I had to explain all over again what the issue was ( there needs to be a better documentation system that agents can access ). I learned that not only had the request for a new card not been process by the first agent, it was AGAIN not processed when I was transferred back to the debit department the second time on Sunday. The agent I spoke with today was able to process that and said it would reach me by Thursday XXXX. By this time she seemed to have located some notes and I asked that she add to the complaint the fact that the promised solution on Sunday was never even filed. Who knows how long I would have been without access if I had not followed up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10463
Submitted Via: Web
Date Sent: 2023-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I am victim of long economic offense in which i am not employed or getting wages after i left my XXXX position XX/XX/XXXX. At the time of leaving i had about 100000 dollars. I was forced to open a citigold account in XXXX while working as XXXX employee in XXXX although i had a XXXX account in XXXX. I was harassed to leave the company. I had a marital breakdown and i appeased it by a short term relation that was broken XX/XX/XXXX. I had to leave the company because of stress back injury and not being able to be in a relation. I am currently trying to reunite with my wife XXXX but i have no contact with her, my mother is injured and killed i am injured, right now i am in XXXX with just XXXX and i would have to pay XXXX for this internet session and my sandals is broken. A community of thieves is exploiting me as an organisation taking money using me and my XXXX value and using my corporate accounts and offering me services and i had to generate cash begging now. I had owned XXXX XXXX XXXX account that had unique XXXX value but i had no income and lost money to spammers and attacked many times and injured in XXXX detentions and allopathy class XXXX hospitals. I have a XXXX in which i listed XXXX account number XXXX but i have no income.
Company Response:
State: CA
Zip: 940XX
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have a Citibank credit card and had a balance of {$21.00} for XX/XX/XXXX. I had {$1.00} in cash rewards at that time. My payment is for the XXXX of each month and I make/schedule payments days in advance. I redeemed the {$1.00} cash rewards online and Citibank 's system said that I had a balance of {$20.00} remaining, so I scheduled a payment for this balance. According to online transaction, the {$1.00} cash rewards was posted on XX/XX/XXXX and {$20.00} was posted on XXXX. On XX/XX/XXXX I used my Citibank credit card and was DECLINED for the purchase. I called Citi and found out that {$1.00} was the remaining balance. Furthermore, Citibank posted a late payment fee of {$21.00}. I paid in FULL on XXXX by using the {$1.00} cash rewards and {$20.00} from my other bank account all BY XXXX, YET, Citi claims thatI didn't pay {$1.00}, DEACTIVATED my credit card, and charged a late fee of {$21.00}. In my opinion, Citibank is practicing ILLEGAL and FRAUDULENT business practices through their financial systems : stating that I could use my cash rewards to my statement balance, stating that I had a " lower '' balance due after I cashed in my rewards XXXX CHARGING A LATE FEE when I did pay my balance in FULL, and DEACTIVATING my credit card for the {$1.00} that Citibank had stated was applied to my statement balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 039XX
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I signed up for a Citi ACCELERATE SAVINGS account from a link provided on the Citigroup website. The offer was for a {$450.00} bonus if you deposited a certain minimum amount and maintained that balance for 6 months. I met all the criteria required. When I initially called to enquire about the status of the bonus, I was told I DID qualify and the funds would be paid XX/XX/XXXX. Now, they are saying I do NOT qualify, and that I need to provide them the promotion offer code. I do not have a code since this was offered to me via their website. I acted in good faith and met all the requirements. I feel this is a very misleading business practice and unfair to consumers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27615
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: On XX/XX/2023, I sent an affidavit of truth to the following companies regarding reporting inaccurate information to my consumer file at XXXX, XXXX and XXXX. The first complaint was sent to XXXX XXXX XXXX XXXX XXXX, CitiBank National Association and XXXX XXXX and XXXX XXXX XXXX. According to the tracking numbers that were provided in the affidavit of truth they received the information and the dispute and continue to report the errors to my credit file. The following financial institutions are continuing to violate the Fair Credit Reporting Act after I requested to exercise my right under 15 USC 1681 ( i ) ( a ) ( 2 ) ( B ) 2 Exclusions please see attached affidavit of truth. Also, under the Fair Credit Reporting Act and the Federal Trade Commission specifically the Gramm-Leach Billey Act 15 USC 6802 Obligations with respect to disclosures of personal information and my right to opt out from credit reporting was violated by these financial institutions. All five of these financial institutions knowingly and willfully withheld pertinent information regarding the disclosure of my information to affiliated and non-affiliated third parties, which include XXXX, XXXX, and XXXX. They knowingly and willfully withheld information that explains how I the consumer can exercise the non-disclosure option. The following accounts are in violation of the Fair Credit Reporting Act XXXX. XXXX Acct # Card ending in XXXX XXXX XXXX XXXX XXXX Acct # XXXX XXXX. XXXX XXXX Citi Bank National Association Acct # XXXX XXXX. XXXX XXXX Acct # XXXX XXXX. XXXX XXXX XXXX Acct # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I redeemed XXXX Citi Bank thank you points for XXXX XXXX Bestbuy gift card. I received XXXX with physical gift card. In some time I tried to use it in the store or online and card did not work. I called BestBuy customer service and they said they can't help me with this card since it was not purchased from BestBuy store. I called Citi Bank ThankYou reward desk who also said they can't replace the gift card, and I should deal with BestBuy directly. My BestBuy card still has full balance of XXXXXXXX XXXX on it, and it looks like I can only be forfeited at this moment since nobody can replace it. Case id With BestBuy customer service - XXXX Card information can be provided at the request as well as proof of redeeming CitiBank ThankYou points. Thanks! XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06484
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I opened a checking account with Citibank and enrolled in a promotion offer to obtain a cash bonus of {$1000.00} with {$75000.00} deposited. I received the email confirming my enrollment on XX/XX/XXXX, but after the specified time period I did not receive the cash bonus. After contacting customer service over several months, I was repeatedly told that there did not seem to be an issue with the promotion bonus and I would receive it shortly. However, I recently received a letter in the mail, dated XXXX, that the promotion was not offered in conjunction with the account that I opened. This is contradictory to the original email I received stating that I was enrolled in the promotion offer.
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: 2023-03-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/XXXX I applied for, and received a secured credit account backed against {$200.00} of my funds, deposited with Citi for a one year period. I have maintained a 100 % on-time payment record in the 1 year and 6 months since. I have repeatedly inquired as to my maturity date on this card, in order to recover my deposit. In every interaction, I was told XX/XX/XXXX. Upon contacting Citi on XX/XX/XXXX, I was told that I had matured and that my payment would arrive electronically back to the account the deposit had come from on XX/XX/XXXX. Today, XX/XX/XXXX I called to ask where my deposit was, and was told that my maturity had been extended another full year to XX/XX/XXXX. Citi is baselessly holding my deposit without cause and artificially declaring its right to hold onto my money against its communications and assurances, and I expect that deposit returned per the original terms, and every communication since opening.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53562
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: In XX/XX/2022, I got XXXX checking Bonus offer flyer by mail ( Promotion Code XXXX ), and I walked to the Citibank , N.A . XXXX XXXX and asked if I am qualified for this bonus offer. XXXX personal XXXX XXXX XXXX helped me and checked my situation. At that time, I told him I have a checking account with Citibank. He did research and told me that I am qualified for this bonus offer and helped me to open a saving account. And he told me that I have to make a deposit of {$75000.00} to earn the {$1000.00} bonus by XX/XX/2022. I also asked him if I can make the deposit on XX/XX/2022. He was very positive in confirming that is not a problem. For the checking bonus offer, Citibank required me to keep my money in my checking account for 60 days. After 3 months, I still didnt get my bonus, so I went back to XXXX XXXX XXXX He told me not to worry and that he will investigate my case. I went to his branch every weekend and asked the result for three weeks. After more than one month, I still didnt get any results. So he forwarded my issue to his XXXX XXXX XXXX XXXX. XXXX helped me conduct another investigation. After about two weeks, she told me that I am not qualified for the bonus because I didnt make the deposit within 20 days after I opened my account. I told her that is not true, because XXXX told me I can make the deposit on XX/XX/2022. So she forwarded my issue to her XXXX, XXXX XXXX. After one week, XXXX called me to tell me that I am not qualified for the bonus offer because I opened a checking account with Citibank within 180 days of opening my savings account. This means that XXXX employee XXXX XXXX provided me with incorrect information when he said I qualified for the bonus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11735
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX and XX/XX/XXXX My Citibank XXXX Account was frauded by four XXXX XXXX for a total of {$990.00}. I never signed up for XXXX and did not even know I had it but Citibank included it in my XXXX XXXX. When I discovered it was fraud I immediately called Citibank to cancel the transactions which were still listed as pending. Citibank, who is one of the seven banks who owns XXXX refused despite the pending status because they market XXXX as " XXXX XXXX '' I immediately asked for an investigation and a week later I received a denial form letter from Citibank directing me to " contact the recipient '' even though they knew the reciepient was fraudulent. There was no attempt by Citibank to investigate, thus, Citbank is in violation of Regulation E Citibanks many violations : I contacted them immediately upon discovery of the fraud and while the transactions were still " pending '' and they refused to do anything to try and stop them. Citibank lied and told me they have nothing to do with XXXX, when in fact they are one of the seven banks that own XXXX. Citibank lied and said they would investigate but instead sent me a denial form letter. I received NO BENEFIT from these fraudulent XXXX debits to my checking account, but Citibank did benefit = a quick google search finds that XXXX fraud is EXPLODING. Citibank knows this as a part owner of XXXX but refuses to institute safeguards since they force their customers to bear the losses and wish to continue advertising XXXX as " XXXX XXXX '' I hereby request the CFPB to order Citibank to refund to my checking the fraudulently debited {$990.00} Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10708
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A