Date Received: 2023-03-04
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: On or about XX/XX/XXXX I had a credit limit of {$1200.00} with Citibank, NA, i.e., Citi credit card and made a significant payment of about {$900.00}. Almost immediately Citi informed me it was reducing my credit limit to {$500.00}. As a result of this I knew my credit score would be negatively affected as it would unfairly show I was using more than 90 % of my credit limit when in reality my payment would otherwise indicate that I was only using about 30 % of my credit limit. This action by Citi of which I attempted to be corrected by explaining the unfairness of the situation and the negative consequences on my credit score which is vital to me in securing housing in the near future, was met by Citi with absolute indifference and callous regard to my situation. Ive always paid my credit card account with them on time and this is the thanks I get. Please help, I dont want to be forced to live in my car. Thank you for your support.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08721
Submitted Via: Web
Date Sent: 2023-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-04
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a checking account on XX/XX/XXXX with personal banker XXXX XXXX. There was a promotion with opening an account and the bonus was {$500.00} for a balance level of $ XXXX. The balance had to be deposited within 20 days of account opening and the balance had to be maintained for additional 60 days from the XXXX day of opening the account. I deposited {$30000.00} on XX/XX/XXXX. I have not received in early XX/XX/XXXX, therefore I reached out via phone and Citi Bank said they did not see a promotion offer in my account. I went to the bank ( branch where I opened the account ) and first, they said no promotion existed. I showed them all the documents I had saved from opening the account and they said they would submit a case to investigate. I followed up today on XX/XX/XXXX and they said no case was reported and they would submit a new report XXXX. I think their practice is unethical and fraudulent. Online there are many reports of people experiencing the same issues.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 912XX
Submitted Via: Web
Date Sent: 2023-03-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-04
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: This complaint is in regards to fraudulent charges posted to my Citi AAdvantage Platinum Select Card, and Citi 's refusal to remove one of the charges : On, XX/XX/XXXX, Citi alerted me to possible fraudulent charges on my card, via email and text. Both the email and text asked, " Did you attempt {$45.00} at XXXX XXXX on XX/XX/XXXX ''?. I immediately responded " No '' to the text, and received a response instructing me to contact their fraud department at ( XXXX ) XXXX. I immediately called the number as instructed, at XXXX on XX/XX/XXXX, and logged-in to my Citi account at the same time. According to the activity shown on my account, there were a total of 7 fraudulent charges posted to my account, between XX/XX/XXXX and XX/XX/XXXX. Below, I copied and pasted information from my account activity on Citi 's website : XXXX XXXX XXXX XXXX XXXX XXXX GA XX/XX/XXXX {$87.00} XXXX XXXX XXXX CA XX/XX/XXXX {$2.00XXXX XXXX XXXX XXXX XXXX XXXX GA XX/XX/XXXX {$79.00} XXXX XXXX XXXX XXXX GA XX/XX/XXXX {$44.00} XXXX XXXX XXXX XXXX GA XX/XX/XXXX {$100.00} XXXX XXXX XXXXXXXX XXXX XXXX GA XX/XX/XXXX {$34.00} While on the phone with Citi 's Fraud Dept, I notified them that these 7 charges were all fraudulent, and that I was at my home in Texas during the dates the charges were made. With the exception of one charge, all fraudulent purchases were made in Georgia, the exception being a {$2.00} charge posted from California. I requested the card account number be immediately cancelled, and a new account number and card issued to me. At the conclusion of the phone call, Citi assured me that all fraudulent charges would be removed, the account was closed, a new account would be opened, a new card shipped to me. I asked multiple times if there was anything else I needed to do to have the fraudulent charges removed from my account ; I was assured, several times, there was nothing else I needed to do. Citi did not provide a time-frame or deadline by which they would have completed the removal of the charges, or when I receive the new card. The phone call, in its entirety, lasted 7 minutes, 2 seconds. During the ensuing weeks, I closely followed the status of the fraudulent charges posted to my account. By XX/XX/XXXX all 7 fraudulent charges had been removed from my account. Then, on XX/XX/XXXX, after logging in to my Citi account, ( as a matter of course, because I check all bills and payments due, weekly ) I noticed one of the fraudulent charges had been posted to my new account, with a notation of " reversed '' on the charge description ( nearly two full months after the fraudulent purchases were posted to my account and after the account had been closed, and well over one month after all of the charges in question had been correctly removed from my account ). The charge, noted above, was from XXXX XXXX XXXX, in the amount of {$100.00}. While logged-in, I noticed a new notification. The notification led me to a letter from Citi, dated XX/XX/XXXX. The letter stated : " The merchant provided documentation confirming this is a valid charge. Based on the information available, we have closed our investigation and reversed our credit. '' Another notification led me to an incredibly blurry, almost illegible document titled " Dispute Notification - Request For Documentation '', presumably sent by Citi to the merchant, in order to obtain the veracity of the charge. The documentation provided by the merchant ( One, XXXX XXXX- although due to the document 's illegibility that may not be correct ), in its entirety and attached as page two to the document, is an unsigned receipt from the merchant. Again, No Signature. ( There wouldn't be a signature, because I wasn't there to make the purchase... I was over 1100 miles away, at home ). After reviewing the results of Citi 's " investigation '', I immediately opened a chat support window from their website. After restating to the rep ( XXXX XXXX that the charge was fraudulent and that my card number had obviously been compromised, she assured me the investigation team was " working on it '', and that the credit for the fraudulent charge ( again, the fraudulent charge that was not only posted a second time, but posted to my new account ) would appear on my account " within the next 3 - 5 business days '' to my new account. I neglected to inquire how an investigation was ongoing after I had already received an official letter stating the investigation was closed. One week later ( today, XX/XX/XXXX ), the charge still appears on my new account, and there is no ongoing investigation that I can see on my end ( after exhaustive efforts ). I again immediately open a new chat window with support, explain the issue again, but this time I'm told that I would need to contact the " security team '' by phone. I expressed my frustration with being instructed to call the same group of people that failed in their legal obligation to perform a meaningful investigation into the fraudulent charges, and instead asked to have the chat escalated. The chat was transferred to XXXX, who stated that he is a supervisor. He again tells me that my only option is to contact the " security team '', by phone, Monday through Friday, XXXX to XXXX EST. At this point in the process, I realized I was being forced take the situation in a different direction, if I wanted to be able to protect myself from Citi 's disregard for identity theft. I did make a point to ask XXXX to make a note and escalate the issue, because the situation had reached a point that federal law enforcement may have to be included so that I could feel safe and protected. After doing research online, I recognized that thousands of Citi customers have experienced an almost identical set of circumstances - A customer notifies Citi of fraudulent charges. The charges are initially removed. Then without notice to the customer, Citi will reverse their previous decision and re-post one or more charges, based on scant information, whereupon the customer may endure several months of pain and suffering from CitiBank, before Citi makes the obvious determination that the charges are fraudulent, and then will reverse the reverse posting. This represents a pattern of unethical processes and legally irresponsible decision-making. As such, I've been forced to involve government agencies to seek my rightful remedy. As a point for record-keeping : I will not pay Citi for the fraudulent charge in question, or any other fraudulent charges. I will seek legal remedy for any fees, interest, or other monetary hardship enforced by CitiBank, as a result of these clearly fraudulent purchases. Further, I will seek legal remedy for any report that CitiBank makes to any credit reporting agency, any past, present, or future creditor that I have had, do have, or hope to have a business relationship with. Further, I reserve the right to seek legal remedy for any emotional distress, or any other hardships, that I have experienced or will experience as a result of Citi 's actions or inactions, regardless of the outcome of this complaint or any investigations that may arise from this complaint. List of Supporting Documentation Attached to This Complaint : File Name : " Citi - Screenshot Showing Fraudulent Charges.pdf '' -A screen capture from my Citi account showing information for all 7 fraudulent charges, including the results of Citi 's investigation into each charge. File Name : " Citi - XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXXXXXX '' -A transcript from online chat with Citi Customer Support , from XX/XX/XXXX File Name : " Citi XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXXXXXX '' -A transcript from online chat with Citi Customer Support , from XX/XX/XXXX File Name : " XXXX XXXX XXXX XXXX XXXXXXXX XXXX '' -An almost copy of Citi 's " investigative efforts '', showing a receipt with no signature File Name : " XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX '' -A letter addressed to me, from Citi, dated XX/XX/XXXX XXXX stating the results of their " investigation '' and determination to re-post the fraudulent charge to my NEW account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79705
Submitted Via: Web
Date Sent: 2023-03-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-04
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: XXXX/XXXXXXXX Citi Business Checking Account open with {$1000.00} promotion when deposit {$50000.00} under the condition of maintaining for 60 calendar days. XX/XX/XXXX Deposit {$50000.00} into the account and kept for 112 calendar days. XXXX/XXXXXXXX Called to Citi to open an investigation but never had any response from Citi bank. XXXX/XXXXXXXX I visited to Citi Bank and I was told that everything looks good and I'm eligible to receive a bonus of {$1000.00} soon. XX/XX//XXXX I visited to Citi Bank again and banker told me that everything looks good but I still haven't received {$1000.00} yet. It's been more than 8 months since I opened account but I never received bonus that was supposed to receive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 906XX
Submitted Via: Web
Date Sent: 2023-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-05
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Macys Credit Card I had filed a dispute over a year ago with Macys Credit Card for a fraudulent transaction as my mail was stolen and it contained my macys credit card. I reported the stolen transaction as it happened since I received a text alert and Macys blocked my credit card. Despite the several attempts and them crediting my account and me also paying for the balance since they took longer than they should have to clear the balance Macys has erroneously billed me after over 1 year with a minimum payment balance of XXXX which I paid to avoid to be potentially affected on my credit report. I do not owe this money and this should be covered through a loss on Macys end as I never made that purchase otherwise I would have more than gladly paid it. Macys didn't bill me for over a year and all of a sudden, for no known reason they brought back the balance onto my card and are expecting me to pya {$400.00} which I do not owe at all since it was a reported fraud transaction that they even approved as a valid claim. They didn't bill me for a whole year and something somewhere on their systems it's not showing that I owe this money? This is a malpractice thank XXXX that I reviewed this statement and noticed that they put back a previous balance that it had been cleared on a credit card that was closed due to fraud. These are the actions to which I will agree this case as been resolved : - Reimburse the customer the paid amount of {$71.00} ( since I wanted to avoid being late on my credit bureau ) - Debit their Macys Operational XXXX XXXX XXXX and credit the outstanding unapproved by the customer fraud balance on their credit card in the amount of {$330.00} and XXXX any outstanding revolving interest as this balance should and it was paid off by the bank that originates Macys credit cards as this was due to a fraudulent transaction. - Provide the customer with confirmation that the account ending in XXXX has been paid off.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92019
Submitted Via: Web
Date Sent: 2023-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-05
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I have purchased and moved into a condominium. I still get credit card promotional letters for previous occupants of the condo, addressed to them. One persistent one is Citi Bank, advertising their credit cards. I have called Citi Bank and asked them to take my address off their mailing list for this previous occupant. However, once transferred to the calling center that would remove addresses off the mailing list, they told me that I needed an account to go further. I don't have a Citi Bank account or credit card. I literally said " So I need to be a customer in order to ask you to remove my address from your mailing list for promotional letters? '' and they literally said " Yes ''. To me, this is ridiculous. I understand that I can follow the instructions here XXXX XXXX XXXX XXXXXXXX And call the OPT-OUT number and the XXXX. However, that will remove my name. How can I remove previous occupants from the mailing list for my current address? Shouldn't the company be able to do this for me even if I am not a customer?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2023-03-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Fraud or scam
Subissue:
Consumer Complaint: My husband received an email that he was being charged {$240.00} for a XXXX XXXX subscription which he doesnt have and have phone number to call.He called the phone number and told them to return the money because he doesnt have a subscription.While he was on the phone, he was asked to open his computer and if the refund went to his checking account.He was told that they will refund him in 2 payments.First {$150.00} then XXXX XXXX.He was told that there will be block blue screen in his computer and he saw blocked blue screens 3x.One time he was told to type {$150.00} for the first refund that he will be receiving from XXXX XXXX.He was typing the dollar amount for {$150.00}, pressing the decimal point after XXXX and he noticed that it became $ XXXX.XXXX XXXX, the person he was talking said thaXXXX my husband made a mistake of putting {$15000.00} instead of {$150.00} in his checking account for the refund from them and my husband needs to return the money back to XXXX XXXX from their company which was in XXXX by money transfer.He needs to return it back to them by international money wire transfer because my husband made a mistake in typing.My husband told XXXX to change the amount in the computer because he said he didnt do it.He tried to put the decimal point after XXXX but it looks like XXXX was manipulating it and doing it by himself because there is movement in the computer without my husband doing it.He told XXXX, the person he was communicating to change {$15000.00} to {$150.00} and XXXX said he couldnt .He just need to wire transfer {$14000.00} minus the wiring fee because they will pay for wiring fee.If he will not return the {$14000.00} back to XXXX XXXX, they will charge him legally for putting {$15000.00} in my husbands checking account and that if Citibank asked him what is the reason for transferring {$14000.00} he needs to tell Citibank that he is transferring it to XXXX XXXX by wire transfer.Citibank might not call him but if Citibank called him he needs to say this words and he was told to repeat 4-6 times what needs to be say when Citibank called him. I tried to call Citibank 3x from my cell phone and was able to speak to a representative the 3rd time I called.Citibank have automated answering service and I find it hard to speak to a representative personally to address my concern about what Im hearing and seeing my husband doing in the computer with our bank account open and threatening my husband about legal actions they will charge against him if he will not return by wire transfer the money to XXXX XXXX in XXXX and told him what to say to Citibank if Citibank called.When I was able to connect to Citibank representative and spoke to her about the situation, she mentioned that {$15000.00} was transferred from our savings account to checking account and will be wired transferred to XXXX.She told me that she will try to hold the wire transfer first because its fraud. I told the Citibank representative that we are going to Citibank office personally.Citibank opened the case with fraud department, wire transfer team and dispute department by XXXX XXXX, personal banker with case number XXXX. I have called the Wire transfer department team, spoke with XXXX and told me that they have communicated with the XXXX XXXX XXXX in XXXX XXXX XXXX, and XXXX, requesting refunds back, no response yet.They said it takes 3 months sometimes to settle it.I called again XXXX XXXX and I was able to speak to XXXX, account supervisor and asked about the update to case .XXXX said to seek legal advice, get an attorney to communicate with the local XXXX police and then be able to get a court order to tell XXXX XXXX XXXX in XXXX XXXX for the money to be returned back.I was told that the case was closed because my husband have given them the code for the money to be transferred.I told XXXX that I called Citibank and was able to speak to Citibank representative and she knew that it was fraudulent transaction.I told XXXX that Citibank have to help me return the money back because its fraudulent transaction.They have tricked and threatened my husband and have remotely manipulated our bank account and made him believe that the money to be wired transfer is owned by XXXX XXXX while in fact XXXX was able to get into our savings account, puts a blue screen block in my husbands computer while XXXX was manipulating the transfer {$15000.00} from our savings to checking account without my husband realizing what is really happening in our bank account.After talking to XXXX.XXXX, account supervisor of citibank that Citibank needs to help me, she told me to go to the bank personally and have my husband file an affidavit of unauthorized wire transfer and submit it with my husbands signature to XXXX, notarized with case number XXXX. My husband and I are going to Citibank today to file an affidavit of unauthorized wire transfer.My husband and I have opened the case XXXX XXXX with XXXX XXXX, Citibank banker.XXXX have told me that she will send a letter from Citibank about the case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11746
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: As part of the XXXX XXXX XXXX XXXX Credit Card program, if you spend {$1200.00} in a calendar year, you are eligible for Platinum rewards in a tiered based reward system. I spent ( consciously ) to the {$1200.00} threshold within the calendar year, but was not rewarded with Platinum status. I called the customer service department in XXXX after receiving my XXXX statement which did not reflect the Platinum status I earned. The customer service rep said she would open a case and get back to me. I have not heard back, and as of XX/XX/XXXX my rewards status has not been updated. I have statements which prove I met the spend threshold in XXXX, and I would like to be upgraded as required per advertising. Otherwise, this is a XXXX violation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/XXXX, I opened a checking account with Citibank ( acct. number XXXX ) based on an offer of a cash payment for a certain level of deposit into a new account. The offer was prominent on their website encouraging the opening of the account ; the offer is still widely displayed on their website today. The required deposit of {$75000.00} was made for a {$1000.00} cash bonus. On XX/XX/XXXX, I contacted Citibank and was told be an associate that the required amount of deposit was made in the required time frame for the offer, that the correct " code '' had been entered into their system, and that the payment should have been made. The associate opened an inquiry, XXXX. On XX/XX/XXXX I received notice that there is not such a promotion at that time, even with the same promotion being offered today! Classic bait and switch. I am targeting that the account be closed at the end of XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37027
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: To Whom It May Concern : My name is XXXX XXXX and I am a Citibank customer. I am writing this letter to report the inappropriate behavior and misconduct of two Citibank employeesBranch Manager, XXXX XXXX ( XXXX ID XXXX ) and Personal Banker, XXXX XXXX the XXXX, Maryland branch ( XXXX XXXX XXXX ). I believe they are collaborating to defraud me and cause me economic losses. On XX/XX/XXXX, XXXX XXXX recommended a Citibank promotion program to me. She said if I deposit {$30000.00} for half a year, I would receive a {$500.00} bonus reward. On the same day, XXXX XXXX set up a new account for me, processing my {$30000.00} deposit ( see Evidence 1 ) after asking for my personal information and reviewing my previous deposit records with Citibank. XXXX XXXX also said that I could withdraw from the {$30000.00} and leave only {$1500.00} to keep the account open by the end of XXXX to receive the {$500.00} reward 6 months after the deposit ( see Evidence 2 ). On XX/XX/XXXX, I inquired about the account status. Citibank told me that the {$500.00} reward had not gone through, but I could go ahead and withdraw the {$30000.00} deposit and keep {$1500.00} in the account ( see Evidence 3 ). On the same day, following Citibanks regulations and recommendation, I withdrew the rest of the money and left {$1500.00} in the account. After months of waiting, I still had not received the {$500.00} reward. On XX/XX/XXXX, I went to Citibank to get a status update on the reward. Another Citibank employee reviewed my account and told me there was a problem. She said that in order to be eligible for this promotion, I must be a new customer with no existing account at Citibank for 6 months ; my last Citibank account was closed on XX/XX/XXXX and I was not eligible for this program. In sum, opening the account was a violation of the Citibank promotion policy. XXXX XXXX lied to me and lured me into opening a new account and transferring large sums of money into Citibank under the notion Id receive a {$500.00} bonus reward. She had verified all of my personal information, account history, and made it crystal clear that I was qualified and eligible to receive this promotion. This was the only reason I opened this account ; had I not been eligible for this promotion, I would not have opened this account. XXXX XXXX did not understand the terms and conditions of this promotion. Not only that, she lied and falsely advertised the promotion to me and misled me into opening this account. To move forward and resolve the problem, I met with XXXX XXXX on XX/XX/XXXX. He said he understood the issue and would help me, but instead, he was extremely rude, unprofessional, and overall, provided an awful customer experience. I asked him three questions during our conversation : 1. Is it the responsibility of Citibank employees to inform customers of terms and conditions when pushing a customer to sign-up for a promotion program? He said Citibank employees had no such responsibility. 2. Is it the responsibility of Citibank employees to verify whether a customer has met the terms for a promotion prior to pushing the promotion on them? He said that Citibank employees didnt have to. XXXX. Is Citibanks system able to check whether a customer meets the terms of a promotion? He said no. Based on his responses, its clear that Citibank and its employees have no responsibility to tell customers the truth. They can lie, make false claims, and withhold terms and regulations in order to get customers to open new accounts, sign-up for promos, and deposit large sums of money in a Citibank account XXXX Then, when customers ask for their promotions to be upheld, they will make excuses and do anything in order to not have to pay the reward it owes customers like myself. This is an awful customer experience. I would like for you to take this claim seriously, ensure that Citibank employees are transparent and tell customers the truth, and compensate me for my economic losses. Id like to resolve this problem as soon as possible and get the money Citibank owes me. Please let me know how we can do this amicably. Thank you. Regards, XXXX XXXX, XXXX, XXXX,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20850
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A