Date Received: 2023-02-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Citi Bank offered a Savings bonus of {$450.00} when {$50000.00} was deposited within 20 days of opening the account and balance was maintained for 60 days from when the funds were deposited. I deposited {$50000.00} on XX/XX/XXXX and have maintained the Balance to this day, ( XX/XX/XXXX ). I contacted the bank 3 or 4 times in XXXX but did not keep records of contact until XXXX. Since the first part of the year I have been in contact with the bank no less than 6 times. XX/XX/XXXX was when I actually got a case number from XXXX who acknowledged I had meet the qualifications of the offer in a chat. Follow ups were made XX/XX/XXXX, XX/XX/XXXX, XXXX, ( talked with a supervisor ), XX/XX/XXXX, ( talked with XXXX who said she would forward to a manager ), and XX/XX/XXXX, ( talked with supervisor, XXXX. Each time I talked with someone I was told someone would get back to me with in 5 business days. Twice I was told they would get back to me within XXXX hours. I have yet to be contacted by anyone. This last time I called, XXXX, told me they have a backlog and I will just have to continue to wait. I've continually asked if there is another department I can contact and they always say no, we're it. It's been over a month since I was given a case number and 7 months since making my deposit. That seems like long enough for them to rectify this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 298XX
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: By XX/XX/XXXX I have it on my account two balances a Loan ( flex Plan ) for XXXX ( 60 monthly payments ) Promotional Balance ( Purchases ) for XXXX at the moment to make the payment the system give me the folloqing option to pay " Option 2. This includes your monthly Flex Plan Payment Amount and the non-Flex Plan portion of your last statement balance, it does not include Flex Plan payments due in future months '' I selected that option and paid a total of XXXX, the payment was applied totally to the Flex Loan By XX/XX/XXXX I Made two purchases under the same option ( Flex ) One for XXXX and other for XXXX. ( both to 6 monthly payments ) I returning the XXXX purchase and instead to cancel that balance the returning balance was applied one more time to the higher amount with the longest payment period I has been charged for interest in all those errors I has call 4 times with an average of wating time over an hour. to get the last answer about to call my lawyers so this is my first step and i hope get your help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: XX/XX/XXXX I recieved an email from Citi Bank that my Credit Limit was reduced from {$9000.00} to {$1000.00}. Leaving me {$20.00} of credit. I have never been late on any credit cards in my life and have good credit. They did this to me a few months back on XXXX XXXX XXXX XXXX. A few weeks later XXXX from The Citi Executive Response team called me and apologized and reinstated my {$9000.00} credit. But now the same thing is happening. So I called and spoke to XXXX an Escalation 's Specialist thinking this problem could be resolved again. She was extremely rude and was of no help. My Father just passed away and my mother is on her dying bed literally. I think this is just awful to treat people like this and rip out credit needed. Credit Card ending XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Please help me again. Thank you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 923XX
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
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: Macy 's reported a late payment to Credit Bureau even though I've been on auto-pay for the post 10yrs+. Called multiple time and getting the run-around.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/XXXX I made a payment arrangement with Home Depot credit card services to pay {$150.00} a month through Citi Cards. I told the representative that I could not make the first payment until XX/XX/XXXX. I was told by the customer service representative that there would be no late charges and no interest as long as I made my payments each month. I received a letter dated XX/XX/XXXX confirming the agreement. I made the monthly payments beginning XX/XX/XXXX as agreed. I continued to make payments each month for the agreed amount. On XX/XX/XXXX I received a letter dated XX/XX/XXXX stating that I had missed XXXX or more payments. I contacted Citibank on XX/XX/XXXX to dispute the letter. I made four phone calls trying to resolve the matter. I was told by each representative that they showed no notes of a payment arrangement even though I referred to the letter confirming the arrangement and pointed out that all interest charges had ceased as agreed. I attempted to make a payment on XX/XX/XXXX to honor the agreement but was unable to make a payment. I contacted Citi Cards on XX/XX/XXXX and spoke with a representative to no avail. I requested a supervisor to resolve the issues. I was told by the representative that unless I explained why I need to speak with a supervisor she would not be able to transfer my call. I also attempted to speak with a supervisor on the previous call and was placed on hold for more than an hour. I was told that the account had been charged off on XX/XX/XXXX and reported to the credit reporting agencies. I did not default on the payment arrangement and now there is a charge off on my credit report and also Citi Card continued to report my account as being more than 30 days delinquent despite the payment agreement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30115
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I accidentally made a large payment of {$6000.00} to Citibank when my bill was less than {$600.00}. I requested a full refund. I was told that my request would be processed in 10-14 days. The representative asked if I had overdrawn my account and I answered honestly that it hadnt. It has now been 15 days and I am now unable to pay the next months bills because this hasnt been returned.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32818
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I had a Citibank " Simplicity '' card with Citibank, dating back to XX/XX/XXXX XXXX ( when I established the account with them ). Everything was fine and well, until XXXX when Citibank was hounding me with multiple ( at least 5-8 times a week ) emails to convert over to their " Citibank Cash Back Rewards '' account/credit card. At one point I attempted to unsubscribe from the emails but couldn't because they were " account '' related... so finally in XX/XX/XXXXXXXX I went to review what the card had to offer and see why it was so much better. I went from the email through to their website and filled out the information to review the card - and basically went through the application process. IMMEDIATELY, after getting through the submission I saw some vast differences between the two credit cards and immediately recognized that the new card was NOT beneficial to me, carried a higher interest rate and had additional fees and charges that were not something I wanted to have. So I immediately, within seconds, opened up my Citibank Account App and contacted Customer Service via chat and I explained that I had just gone through the process but decided that I did not want to complete this transaction/process and requested that they cancel the request. The CS agent said it wasn't a problem, it hadn't gone through and even if it did, it would be pending review and they'd flag it and it wouldn't happen. Fast forward several days, I received email communication congratulating me on making the switch to their Cash Back Rewards Card... so I IMMEDIATELY went into my App, back into Chat and told them - no, like I had said before, I DID NOT want to make this switch and had contacted them days before to resolve this issue. They said, oh sorry about that- it was okay, that I had 45 days to inform them and I had done so. So I am like okay, all taken care of. Fast forward a little further and the card shows up to my address... I DO NOT activate the card and I get back on the App and chat with CS again, telling them hey this is now the 3rd time I've reached out regarding this, read the previous chat history... I DO NOT want to change my account. I've reached out and said, I do not authorize this change and had already contacted them regarding it. Then again, a 4th time... I go into the App and see that Citibank had changed the " skin '' ( look and feel ) in the App to now reflect the colors and name of my account to " Citibank Cash Back Rewards '' ( no longer my Simplicity ) and tell them for the 4th time... I do not want this card, I've cut up the new one because I am NOT going to activate it. I've reached out through their App / Chat and spoken to CS several times at this point. By XXXX, nothing changed ... they kept everything the same. Then, I encounter some financial challenges ( due to changes in my household income ), try to reach out to Citibank to make payment arrangements via chat and they respond to tell me I have to call CS to handle that request. So I call to try to resolve this first issue, because again, I'm not going to make a payment on this new card / plan when it was NOT the interest rate or T 's & C 's from my original account... and to MY detriment am now being charged higher interest rates, getting fees and charges on top that were NOT applicable to my original account. Now as of today, XX/XX/XXXX my account is past due ... and I spent 2, yes TWO hours on the phone with 10, yes, TEN customer service people on TWO calls ... in an attempt to resolve the issue with the conversion on my account that I, in good faith tried to IMMEDIATELY resolve upon reading and understanding the issues with this new card ... By the 10th Customer Service person that I spoke to today, was told there is " nothing they can do to help me '' and " no one else that I can speak to ''. No Supervisor, no one in their Corporate Offices, no one in their Call Center... just that they could file a complain for me. She couldn't give me a case number. All she could do was tell me, my name is XXXX and my number is XXXX XXXX XXXX ( guessing that's her employee number? ) - she honestly couldn't even guarantee that anyone would contact me from " their back office ''. So ... here I am, Citibank 's Customer, after reaching out within their 45 days ... via their own App... and their own Customer Service to try and resolve this and am being charged, late payments, am getting negative marks on my credit AND on top of it all, can not speak to a person to help me. Then. To add insult to injury, Citibank 's automated " collection '' calls me like 25 TIMES A DAY in an attempt to collect the {$410.00} that they say is past due. But again, I can not pay on an account that I have not agreed to, I'm not going to pay them when they are the ones who created the mess to begin with. Had they left my account alone and the " Simplicity '' card and two left the interest and the right account fees/charges. But instead, they're taking FULL advantage of me by moving me into a more harmful card/program and then basically ignoring my MANY attempts to fix it WITH THEM. How is this not predatory and harmful? I can't even set-up a payment arrangement like I have with my other credit cards ( who have all been wonderful by the way, who were so quick to get me into lower interest rates, payment plan so that it DOESN'T affect me/and my credit ) ... instead I get to waste HOURS of my time on the phone with people who can't help me and I'm getting harassed all hours of the day with their phone calls. I'm like didn't I in good faith do my part originally? Didn't they not hold up their end of this? Like, why offer a chat and CS when you are going to just lie or not take care of your customers? How come I have to spend 2 hours of my day, speaking to 10 different agents who are employees of your company, to only be told " sorry nothing we can do '' .... Like this is INSANE!!!!!! It's almost criminal this whole thing ... from the harassing emails to switch your account to what THEY want and then make it so difficult to contact them or find resolution. Absolutely horrendous business practices and because they're a bank, they just get away with it all while it's just harming me more. SICK. Please HELP!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98684
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: My checking account is missing and inbound external ACH transfer amount of {$3000.00}. The external ACH transfer reference number is : XXXX. I have contacted customer service several times since XX/XX/2023 and created multiple cases, disputes over phone but have not received any confirmation of my complaint by letter or email. No one reached out to me so far. My Citibank case numbers are XXXX, XXXX and XXXX. In XX/XX/2023 I have deposited a total amount of {$6000.00} to my Citibank checking account including one XXXX deposit of {$3000.00} and ACH deposit of {$3000.00}. But currently my accounts has balance for only {$50.00}. The transaction entry for XX/XX/XXXX for withdrawal amount {$3000.00} shows a description that has text like ACH reversal for XXXX dated XX/XX/XXXX. My CPFB complaint numbers related to this case are XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08520
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: I applied for a balance transfer with Citibank XXXX in XXXX. I was given a {$9000.00} limit. Went through the online process to have my balance transferred to a XXXX credit card. When Citibank showed that the balance transfer went through and my XXXX card did not receive the payment I realized that it was sent to the wrong account. Now I will say this is my fault- I inputted one number twice for my credit card and the money was sent to XXXX. I have spent over 10 phone calls and countless hours trying to get my money back. Citibank credit card customer service has been nothing short of horrible. On XX/XX/XXXX my initial phone call to Citibank I was told it would be fixed in 24 hours. On XX/XX/XXXX I called because it was not fixed and they told me that they would need 7-10 days from XX/XX/XXXX to start an investigation. ( I had a long conversation about business or calendar days and was not able to get a straight answer. ) On XXXX XXXX, 10 days from my first call, I was told that nothing was put in the system on the 4th and my initial complaint was inputted on XX/XX/XXXX. I was told they would need 14 days from XX/XX/XXXX and it should be fixed by XX/XX/XXXX. Someone from Citibank would call for the correct card number and to get everything fixed. On XX/XX/XXXX I called because I had not been contacted and the money was still showing at XXXX. Multiple service agent later I was told they had sent an email on XX/XX/XXXX saying the ball was in my court. ( I had no such email, but one did appear in my inbox 10 minutes later. ) That email said I had to call XXXX with a XXXX ID number to get my money back. I called XXXX but they said department was closed and to call back on a weekday. On XX/XX/XXXX I called XXXX and was told that I could not initiate the fix. That only Citibank could fix the problem. After multiple calls with Citibank I finally spoke to someone who put me on hold, called XXXX and came back and told me that I had to write a letter to XXXX to get my {$8500.00} back. She also told me SHE WAS THE FIRST PERSON TO CONTACT XXXX. I had been told multiple times that an investigation was being done which is why I had to keep waiting so it was very frustrating hearing 24 days into my initial complaint that this was the first step taken. In the meantime I have had to pay interest on the credit card I was attempting to use the balance transfer for. And then in the process of her actually being the first person to help me, 1 hour and 14 minutes into this call, the line cut off. I had not gotten the mailing address for XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22315
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have no knowledge of this account. This information appears on my credit report as a result of fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93307
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A