Date Received: 2023-02-22
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: I have on several occasions; sent Macys a Court ordered name change document. I initially sent the document 2 months ago. I have spoken to several different agents, and I still have no update. Here we are headed into XXXX and my legal name has still have not been updated. I am very upset with how Macy 's has handled this and i would like this resolved asap!!! The communication on their end has been horrible to say the least. Please keep in mind that you have customers who are in very dangerous situations where they immediately need their information updated. You have placed me in a very difficult position unnecessarily.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38002
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I currently hold a CITI Mastercard. It is a primary card that accumulates rewards points ( termed thank you points ) which I always choose to use as a CITI credit card statement credit. I am able to login to the CITI rewards account to view the points I've accumulated and indicate how many of those points I'd like to redeem as a statement credit. This option allows for points reimbursement such that 1000 points earned can give me a {$10.00} statement credit and I can use pretty much any amount of points to acquire this benefit ratio. I have noticed recently that at certain stores ( XXXX XXXX XXXX or online ) I will have a pop up option on the credit card machine during payment with my CITI card, offering that I can use these thank you points as a credit on my purchase that day. In every instance when this has happened, my transaction will not complete until I answer yes/no to that option on the credit card machine. " Would you like to use XXXX points today on this purchase to receive a {$10.00} credit right now? Yes or NO '' I'm not sure of exact wording, but this is the gist of what pops up on the credit card machine. Sometimes I'm waiting and waiting for the transaction to process not realizing I have this question on the screen to answer in order for the transaction to process -- -but once I do see the question, I always click 'no ' and the machine beeps to indicate the transaction is complete and I can remove my card. I honestly am not sure which merchants have offered me this option for using points at the time of sale. I always say 'no '. Statement credits offer a better credit $ to point option. WELL, I was in XXXX on XX/XX/2023 and used my CITI card for a purchase at the self check kiosk. As I was bagging my items, the credit machine gave me the familiar BEEP to alert me to remove my card, and I did. When I left the store I got an email that CITI rewards had TAKEN XXXX points and gave me {$10.00} off my purchase. I looked at my receipt and it showed that XXXX CITI thank you points had been redeemed for {$10.00} off. The details of the purchase are that it was made on XX/XX/23 at XXXX on terminal XXXX with master card approval number XXXX at XXXX XXXX XXXX XXXX, XXXX, WI XXXX. I DID NOT AUTHORIZE THIS REDEMPTION. I WAS NOT GIVEN THE USUAL QUESTION/OPTION ON THE CREDIT CARD CHECK OUT SCREEN that waited for me to respond before proceeding with the transaction. I did not accidentally touch the screen as I was bagging my items the whole time. I never looked at the screen, because when it beeped -- - the signal that we are all so familiar with that indicates we are to remove card -- - I removed the card. SOOOO UPSET -- - I did not authorize for CITI to deduct XXXX points. As I mentioned I ALWAYS choose to use my points as a statement credit and when I do so I get {$10.00} for 1000 points -- - a much better deal than the XXXX for {$10.00} at point of purchase CITI offers. I called CITI on XX/XX/2023 and the person ( her name was XXXX ) told me that if I don't answer the question ( asking if I want to use XXXX for {$10.00} ) and pull out my card from the machine IT WILL AUTOMATICALLY DEDUCT THE POINTS AND GIVE ME {$10.00}. WHHHHAAAAAT?!?!? The CITI rep said I could go back to XXXX and return my items and get my points back -- -- WHHHHHHAAAAT?!?!?!?!?! That's the option? THis is crazy and is wrong for the rewards system to take away points indiscriminately without my approval. I told the person this and she stated that " I need to be aware that any purchase from XXXX, XXXX, XXXX, XXXX, XXXX, XXXX or XXXX might automatically deduct the XXXX points if I don't respond to the question and pull my card out ''. If the machine beeps notifying the charge transaction is complete and I remove my card without seeing and therefore not answering the option, taking the points without my permission ( at a lower redemption value ) is wrong. I insisted I get a refund for the points that were taken away. She finally said she'd open a case ( # XXXX ) with this request and I am awaiting the response. Return my XXXX points and take the {$10.00} back, I say. Fix your system so it isn't taking the points without a response. The machine beeped, I've been trained to remove the card at the beep and did not read the screen nor touch the screen. I am awaiting a response to the claim. I am not as concerned about one transaction, but the continued potential of future transactions to take away points without my authorization -- for myself as well as the millions of other CITI cardholders that get points -- is really unsettling. It is a much better deal for CITI to dish out these {$10.00} credits at XXXX at the time of purchase then to credit {$10.00} for 1000 with their statement credit options. If people want to do that fine, but don't take them away without a response. I also want other consumers and merchants to learn from this experience. This is such a blatant attempt for the CITI rewards program to award fewer dollars per redeemed point. WRONG WRONG WRONG
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53151
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Opened Citi checking account on the XXXX. Deposited {$15000.00} from my XXXX account and additional funds from my XXXX XXXX account. I made several payments, which were pending, and suddenly the day after scheduling and making payments, Citi closed my account. I was locked out of my account, could not obtain any information, and could not access my funds. Rather than allowing me the decency of knowing why it was closed and allowing me to withdraw the funds, Citi 's " back office '' closed the account without notification. I called customer service and spoke to account supervisors. None could describe the reason, nor answer questions about pending payments. Just that I would receive a letter in 30 - 60 days and a separate check in the mail of the remaining funds, which I can not verify or crosscheck the information due to being locked out. This is not only an unfair business practice to withhold funds, but it is egregious. I can not pay my bills, access my own money, and I feel helpless to do anything. It is unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02472
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Account info Account name XXXX XXXX Also known as XXXX XXXX Account number XXXX Account type Secured Card Responsibility Individual Date opened XX/XX/XXXX Status Account charged off. {$200.00} written off. {$200.00} past due as of XX/XX/XXXX. Status updated XX/XX/XXXX Balance {$200.00} Balance updated XX/XX/XXXX Recent payment $ 0 Monthly payment {$0.00} Credit limit {$200.00} Highest balance {$280.00} Terms NA On record until XX/XX/XXXX THIS ACCOUNT IS REPORTED AS A CHARGE OFF BUT I NEVER RECIEVED A 1099-C CANCELLATON OF DEBT FORM. THIS ACCOUNT IS INACCURATE AND NEEDS TO BE REMOVED
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29108
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I want to submit a complaint about Citibanks unwarranted delay my domestic wire transfer. The transfer amount was completed at a branch of Citi on XXXX, but Citi has not released it until today XX/XX/XXXX, without any reason. My husband and I have a joint account at Citibank, On XXXX XXXX, my husband went to the XXXX XXXX Branch of Citi located at XXXX XXXX XXXXXXXX XXXX XXXX DC, and got help from a staff XXXX XXXX to complete a wire transfer. The amount was {$100000.00} and Citi charged {$35.00} for the wire bank fee. My husband also provided XXXX Call Notice because the purpose of this transaction was for an investment to a company located in NJ. Generally the domestic wire transfer only needs 30 min to get to the recipient 's account. On XXXX XXXX the recipient told me the money hadnt arrived, so my husband made phone calls to XXXX XXXX and asked him to figure out the issue. On the final call, he told him that the delay was because of screening, but the screening was concluded and the money would be released on that day ( XXXX XXXX ) or by tomorrow ( XXXX XXXX ). However, the money wasnt released during that weekend. Today, XX/XX/XXXX, three weeks later, Citi still hasnt released our money. Even our request to cancel the transaction and get our money back has been delayed and no deadline has been given to us. Since XXXX XXXX, we have contacted Citi through the branch manager XXXX XXXX XXXX and the staff XXXX XXXX time and time again, including going to the branch have talked with them in person, making several calls inquiring the update, and writing two emails to XXXX XXXX. Citi didnt respond any more, and refused to give us any reason, either didnt ask us to provide additional information, just told us they were working on this. On XXXX XXXX, ten days later, after my husband sent his second email, the operation officer XXXX XXXX XXXX ( phone number XXXX ) gave a phone call back. The only explanation she gave is that we can not do business through the personal account. At this point, my husband response her includes two points. First, the money in our personal account is not directly used to do business like operating a factory or a restaurant. The wire transfer was just for investment, I dont think I should do this by establishing a business account at Citi XXXX Second, the more important thing is if that were the real reason, why hadnt Citi told us earlier? In the beginning, we made it very clear to XXXX XXXX that the money was transferred for investment. We also provided the capital call information to Citi. Why has Citi been holding money for such a long time? Why is Citi still answering our inquiries by saying the wire is under review? XXXX XXXX XXXX didnt give us a satisfactory explanation for our response, and since XXXX is not our mother language, we asked her to arrange for an interpreter or a Citi staff who can speak XXXX to give us a call. On XXXX, around XXXX, my husband received another call from a madam who can speak XXXX and said she was from a branch of Citi in Maryland. She just listened to his description of the whole thing and requests as well. She promised that she would make a report and would deal with the issue as soon as possible. However, on XXXX XXXX, after XXXXXXXX XXXX Day, nothing happened. No feedback, no calls, and none of my calls were answered. I went to the XXXX XXXX branch again and told XXXX XXXX, who was also very surprised to hear that the money hadnt been released, to help resolve this issue right at the office. He made a call to the wire team, the only answer was the money was under review, with no deadline for how long it would take. What is even more absurd is that the request for canceling the wire transfer and returning my money back was also refused. XXXX XXXX reported to his area manager, noted all our connect information such as emails, phone call numbers for both of us, promised his boss would feedback me soon. Still no feedback, no answers, till today, till now. We are extremely outraged. We have never experienced a bank service like this anywhere. Citi is simply only a bank, not a law enforcement agency. It does not have the right to hold our money for such a long time without any written explanation or any understandable and acceptable explanation. It does not have the right to refuse our request for canceling the wire.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20815
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
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: Regarding Citibank XXXX XXXX card ending XXXX XXXX I received a text message from Citi Fraud department regarding a charge for {$690.00} at XXXX XXXX. They asked me did I attempt that charge, I responded - No - I did not. XX/XX/XXXX - On my statement that there was XXXX unknown charges XX/XX/XXXX - there was XXXX charges to my account XXXX and XXXX XX/XX/XXXX - there was XXXX credits XXXX and XXXX XX/XX/XXXX - XXXX charge finally went through but I did not make this charge. I have repeatedly disputed this charge. The bank keep on putting the charge back on my account. On XX/XX/XXXX, I spoke to a supervisior at Citibank and he reopened the dispute for me. XX/XX/XXXX - I received a letter from Citibank stating that I will be charged for XXXX and provided me with the merchant phone number. XX/XX/XXXX - I called the merchant XXXX XXXX and spoke with supervisor XXXX, he was extremely cooperative. He stayed on hold while I contacted Citibank for my credit card information. I did not have that on me. I borrowed someone else 's cellphone to call citibank and got XXXX from the fraud department so I managed a XXXX way call on a recorded line. With my permission XXXX provided the XXXX digit account number of my credit card ending in XXXX. With that information XXXX was able to look up information for me. He clarified that a person by the name of XXXX used my credit card to charge for a service to XXXX something on the internet. I indicated that I never gave out my credit card information to anyone and I do not know XXXX. XXXX did not provide me with personal information of XXXX. XXXX told XXXX of Citibank that the money XXXX was already charged back. He also provided the order number for XXXX at Citibank. Before the call ended, the agent from Citibank told me I should be getting a refund or credit on my account. XX/XX/XXXX - after my phone call with Citibank on XXXX, I received an email stating that they will investigate my situation. XX/XX/XXXX I received a noticed from Citibank that they will still charge me for XXXX. I do not believe they did a thorough investigation. XXXX- the merchant with the retailer is proof that I did not make that charge. I am ready for legal action.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94116
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/XXXX, an ACH Electronic Debit of XXXX from our Citibank checking account was sent to XXXX XXXX for a new account opening. The XXXX was received successfully to fund my new checking account at XXXX. Due to the inactivity of the XXXX Checking Account, the XXXX was returned to Citibank on XX/XX/XXXX. Because of inactivity, XXXX Closed the Checking Account on XXXX XXXX XXXX We called the XXXX customer representatives hotline to inquire about XXXX as it was never credited back to our Citibank checking where the transaction was initiated. After passing around for 2 months of calls over the phone, we decided to get help from a local XXXX branch assistance. After many months with the help of the local XXXX Branch Manager chasing down the external/internal ACH Trace # of the transaction returning the XXXX back to Citibank, Citibank was not able to track down the XXXX. We got a notice from Citibank around XX/XX/XXXX they were shutting down all our accounts ( no reason given ) on XXXX XXXX XXXX We already sent a complaint email to our Citibank account representatives on Wednesday, XX/XX/XXXX, stating our XXXX was still not credited back to our active checking account at that point. Our Citibank Accounts were shut down on XX/XX/XXXX. We continue to work with XXXX 's local branch manager and Citibank 's local branch manager to help in tracking down our missing XXXX. Finally, with escalations on XXXX, on XX/XX/XXXX, the money was traced to be residing with XXXX ( Capacity as the Third Party Service Provider of ODFI ACH Operator for XXXX ). A letter was issued by XXXX to have Citibank ACH Department recall this transaction of XXXX and credit it back to Citibank 's Account. However, with our Citibank checking closed on XX/XX/XXXX, Citibank stated they can't get the money from XXXX and issue a XXXX check. We can't go to XXXX directly to get our money as we are not a customer of XXXX. Our Checking account at XXXX is also closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11218
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Regulation Z, Section 1026.53 requires payments in excess of the minimum be applied to the highest rate portion of the outstanding balance first. Citibank applied my payment in excess of the minimum to the lowest rate balance. It is required to go the the highest rate. I have been overcharged interest as a result. They have refused to address the mistake. On my XX/XX/2023 statement, the standard purchase balance was {$1800.00} On my XX/XX/2023 statement, the standard purchase balance was {$4100.00} The standard purchase balance, which is the highest rate portion of my balance ( 22.74 % ), actually increased. The payment was incorrectly applied to the lower rate balances My payments on the XXXX statement exceeded the minimum amount due by more than {$10000.00}. New purchases were {$3900.00}. The overall card balance decreased by more than {$6000.00} I attempted to resolve this through a series of phone calls with citi. Their representatives seem to be reading from a script that they are unwillng to deviate from. This results in answers that are not addressing the actual issue I am seeking to address. In a XX/XX/XXXX phone call, Citi representative XXXX admitted the mistake but said he needed to involve a supervisor to correct it. I was connected to XXXX who put me on hold, then disconnected after several minutes keeping me on hold. The net excess payment was applied to my lowest rate balances. It is a violation of reg z and needs to be fixed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 067XX
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2023 I received an email that my Citi credit card was closed due to inactivity. This came as a shock to me because I had received no advance Notice that such closure was being considered. I was planning to use this card tomorrow to engage in a citi member presale for a concert tickets. I now have no ability to participate, my credit card is closed, I have no idea how this will impact my XXXX XXXX, and I have no way of reopening it in time to participate in the pre-sale. Ive included a screenshot of the statements section of my account, I received all of my statements electronically, and they should appear on the statements site. As you can see, there are no notices that indicate my account was going to be closed other than the day it was closed. I called citi bank and they apologized and said there was nothing they could do, they dont know why that happened, and advise that I would need to open up a new account. This is simply unfair, unjust, and deceptive to consumers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10028
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
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: I reported my credit card stolen back in XXXX with citi bank, I originally thought it had not charged my account as I had reported it on the website right away. However, when I saw my statement I saw that it did charge so I called to start a dispute. They claimed I had never reported it stolen even though the website showed I had and I had received a new credit card in the mail. Months went by and I was still getting charged late fees and was never given a temporary credit into my account. This resulted in significant impacts to my credit score. I have called many times to resolve this issue and every time I was told there was no active case, finally after speaking to a higher up I found out they closed my case in XXXX and found me responsible for the fraudulent charges even though this was highly unlike me and I gave them the police report number for the active POLICE investigation. I never received anything in terms of a letter, email or call that they had closed the case with me being responsible for the charges. The lady on the phone said that I had opened another one to dispute this and this time they would be sure to get the temporary credit into my account and contact me with the findings of this dispute as well as holding collections calls. However, today I received another collections call and I logged into the account. The balance is still sitting in my account and I have no received any information on whether the dispute has closed or what is going on. I am extremely frustrated and beyond over this situation, this needs to get resolved! We're talking {$900.00} dollars and XXXX months of lack of communication and beating around the XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55068
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A