Date Received: 2023-02-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: To Whom It May Concern : I was contacted by a Citibank representative named " XXXX XXXX claiming to be from the fraud department on XX/XX/2023 at XXXX. The caller ID came from the Citibank phone # : XXXX. XXXX requested that I verify my personal information including my full name, demographics, address, and social security number. He also verified recent transactions made on my checking account to verify that they were " valid transactions. '' XXXX informed me that there was an attempt to make a large purchase of about {$500.00} in XXXX Georgia, and Citibank was working on blocking the purchase. XXXX stated that he needed to help me secure my account. I was sent a number of " Citi ID Codes '' that I had to repeat back to the " representative, '' " XXXX. '' On XX/XX/2023, between the hours of XXXX, there were 13 " Citi ID Codes '' texted to me, that I had to repeat back to XXXX. The following XXXX amounts were sent to an individual named " XXXX XXXX '' between the hours of XXXX : {$2100.00} {$2400.00} {$380.00} I asked XXXX what these were, and he told me they were sample transactions to make sure that my large transaction alerts were turned on properly. XXXX then prompted me to change my password and log onto my Citibank account with a temporary password he created. He also had me change my pin. He had me open a Citi Priority account explaining this would add extra security to prevent future fraud. He then tried to have me log back onto my Citibank account and I was unable to. He told me that due to the attempted fraud transactions they were investigating, Citibank was having issues handling my account and it needed maintenance. He requested I call him back at XXXX XXXX on XX/XX/2023. In the interim, I was able to log into my Citibank mobile app using a security pin, and looked at my account. There was about {$9000.00} in my checking account, that I did not have before. Both my saving accounts were wiped with an amount of {$0.00}. My Citibank account had changed to a " Citibank Priority Account. '' I had a personal loan approved and existing in the account in the amount of {$0.00}. " XXXX '' provided me with his " direct phone # '' : XXXX. I called XXXX back at XXXX XXXX on XX/XX/2023. He sent me one more " Citi ID Code '' on XX/XX/2023 at XXXX. I then got a text message alert that a XXXX payment in the amount of {$2400.00} was sent to " XXXX XXXX. '' I again questioned this, along with the changes I saw when I logged onto my Citibank mobile app. XXXX explained again that the XXXX was a sample transaction to test my high amount alert system with Citibank. He explained the changes in what I saw in the Citibank mobile app were due to ongoing investigation and asked that I refrain from logging into the app. XXXX told me that there was still issue securing my Citibank account, and that we needed to resume the call the following day on XX/XX/2023. He again provided me with his direct phone #, XXXX and said he would call me at XXXX on XX/XX/2023. I had an unusual feeling that something was wrong at this point and decided to call Citibank Customer Service myself, directly at XXXX. A representative verified my information with my name, DOB, and the last 4 digits of my Citibank account number, and the last 4 digits of a credit card I have open with my Citibank account. He did not ask for any other identifying information like XXXX did. I told the customer service rep to look into my recent transactions of the XXXX payments, and he asked me for verbal confirmation if these were authorized. I verbally stated that they were not. I asked the Citibank rep if these were " sample transactions, '' and he stated that they are not. The Citibank rep then secured/temporarily blocked my bank account. He instructed me to visit my nearby Citibank branch and open a new account with Citi. Once I do this, I will call back Citibank Customer Service at XXXX for them to transfer the money from the compromised account to the new account. I asked the Citibank customer service rep to verify the remaining balance in my Citibank account. He stated that the remaining balance is {$6900.00}. Prior to this incident, I only had about {$2000.00} in my savings account and about {$1100.00} in my checking account. I asked the Citibank Rep where the {$6900.00} came from. He instructed me to report this to https : //consumer.ftc.gov and the Consumer Financial Protection Bureau XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10304
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
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 ordered the XXXX album and instead I received a movie in the mail on XX/XX/XXXX. I purchased the album for {$39.00}. I sent an email to the merchant : horrormerch.com and got an automated response saying they will contact me and never did. I filed a dispute with my credit card company and they still demand more information on the dispute after I fully explained what happened and they reversed the credit that I was entitled to. XXXX sent a fake shipping label to the credit card company claiming it was them who sent the item, whereas in real time I had no clue as to whom it is from. There was no return company name or anything on the package. The credit card company is deceptive -- stated they would close the case on XX/XX/XXXX and did not. I attached documentation to support my case. It includes a letter I sent to citi credit card company and still they refused to close the case fairly and in a timely manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91792
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
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: On XX/XX/XXXX someone else used my credit card fraudulent to purchase an XXXX XXXX XXXX XXXX without my consent at an XXXX XXXX XXXX XXXX XXXXXXXX. The credit card was in my possession at all times. After finding out that my card was charged fraudulently I contacted Citibank ( the card is theirs ) and let them know on the same day that my card was charged for the amount of {$1500.00}. They replaced my card with a new one and a new account and the amount was put on hold due to the fraud investigation. On XX/XX/XXXX the charge was reinstated. Contacted credit card and their answer was that the charge on my credit card was valid and myself picked up the merchandise from the XXXX store based on the answer from XXXX. This charge is not valid. I was not ordering anything and i did not pick up anything from that store period!!!. Of course XXXX said it was me because they do not want to be left empty handed!!! Shame on them!!! If this is the way that a credit card company is protecting their consumers then they are very WRONG!!!!.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I have been trying to fix this issue since last year. fraudulent charges were maid to my sears account several months ago I have call them numerous times even got a letter in the mail which I still have about the charges being removed but I'm still getting this messages about it. I even when on to cancel the credit card so no more charges would be made. Now I don't know what else to do since sears credit card is not fixing this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Hi, I opened a Citibank checking account and did not receive my sign-up bonus after meeting their requirements. Here is a series of events : - Signed up on XX/XX/XXXX - Funded account with {$75000.00} before XX/XX/XXXX - Did not touch funds until XX/XX/XXXX ( and still haven't touched funds )- Have not received the {$1000.00} sign up bonus for meeting requirements ( see attached for promotion ) - Raised this on XX/XX/XXXX online and over two phone calls and was told that I needed to submit identity verification via IRS form ( sent the form the day after and was told it would take two weeks to process ) - Received code XXXX XXXX XXXX XXXX XXXX after calling in again and was told " they are working on it '' and I should have the bonus by XX/XX/XXXX - Did not see the bonus hit the account on XX/XX/XXXX and called in. I was told that it would take another week. Have received nothing yet. I was told numerous times that I would receive email communications with updates and I have never received these emails. This is getting pushed down the road and quite frankly I do not believe anything they are saying. Best, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07090
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: They are saying I opened a credit card with them in XX/XX/2022 which I HAVE NEVER HAD A CITIBANK ACCOUNT. They are reporting derogatory remarks on my credit report and are refusing to fix it. I dont have a Citibank account and I have not opened a credit card account in 10 years. This is not okay they are reporting incorrect information
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Hello team, Can I raise a request with you to send me in PDF format bank statements for the year 2022 from XXXX till when you closed my account. I need them for bookkeeping purposes. Account Name : XXXX Type : XXXX Checking ACH/Bank Routing Number : XXXX Account number : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33009
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I opened a new account with Macys. I never received a physical card in the mail. Six months later I made a purchase at Macys. When I tried to make a payment on my account, I realize that I needed a physical card showing my account number in order to make the payment. I had called in to Macys a second time, and requested a card be sent out to me. I had not received the card for over four weeks. Because of this I could not make a payment on time. As soon as I receive the card in the mail, I went onto the app and paid off my balance in full. I then called in to Macys to explain what had happened, and they did reverse the late fee. I made the payment on the app from my checking account with a wire transfer. Those funds were immediately taken from my checking account, and were applied immediately to my Macys account. I noticed that my available credit has been showing as XXXX for weeks after my payment. When I called into Macys to understand what the issue was, they explained to me that there was a hold on my funds for more than two weeks. When I spoke with the representative, I explained to her that those funds were sent electronically in a wire transfer, and they were available to Macys weeks ago. There should be no reason for my account to be showing that I have no available credit on my account. I explained to the representative that this is an issue because it is reporting to credit agencies that I have no available credit on my account. The representative said that she could do nothing for me other than allow the timeframe of the hold to expire. She didnt seem interested in helping with the situation or understanding that what Macys is doing is an illegal practice as they had my funds immediately in their possession. I want to report this to the credit reporting agency as I believe this is unfair credit reporting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19406
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: Received Citi card statement for {$30000.00} for XXXX/22XXXX/22. Paid online through XXXX XXXX XXXX Bank {$3000.00}. XXXX/XXXX/22. Charged again in XXXX with late fees {$72.00}. Citi lost the payment apparently. Finally, we received with Citi cards accepting responsibily and crediting our acount XXXX/XXXX/22. Paid final payment to cose the account {$140.00}. XX/XX/22 We have continued to receive late charges in a monthly which we have paid {$290.00}. My wife and I are XXXX XXXX XXXX and we pay our blls. Citi cards is attempting to take advantage of us.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: My boyfriend XXXX XXXX XXXX opened a Shell Credit card in XXXX. I met him in XXXX. In the fall of XXXX he added me to the card as a user. He has the owner card and I have a user card. In the last couple months XXXX XXXX went on line to make his payment and found he was not the owner of the card, they had changed the card into my name. With his social security number and the rest of his information. So when we started trying to correct this they told us that we did this. Now why would I want to be owner of a high balance card at the time. Then another time we tried to get this corrected they told us that this could not happen. I have explained to them that I would not take ownership of a high balance I would have opened my own account. I also explained that I did not know him at the time. Then I was informed that his name is not on the card at all. In another time I was trying to correct I gave them my social security number and by that afternoon they had taken his off and put mine on. I refuse to give them anymore personal information. They had me fax a copy of credit cards, his birth certificate, his driver 's license and his social security card, it cost me XXXX I faxed on XX/XX/XXXX and XX/XX/XXXX. As of XX/XX/XXXX they still have not received the information. They do not have an email address or a number to text to. You can not talk to the same person twice. Please advise me what to do. Since the bill has been paid off. And he don't want to cancel as he has bad credit. I am trying to find out from credit bureau if this effects my credit. Also they suggested I put him on as a user and he would be getting credit for it also. We can't even pull up the account on line because of their mixup. HELP
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40324
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A