Date Received: 2023-02-12
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/XXXX I opened a Citi Accelerate XXXX XXXX Account. Citi was offering a Tiered Bonus offer where you had to deposit new to Citibank funds into this new account within 20 days of opening the account. The offer was {$150.00} cash bonus for $ XXXX {$49000.00} or {$450.00} for balances of $ XXXX or more. I deposited $ XXXX of new to Citibank cash on XX/XX/XXXX and then another $ XXXX on XX/XX/XXXX. To be safe, I also deposited another {$6100.00} of new to Citibank cash XX/XX/XXXX. On XX/XX/XXXX I received an email from CitiBank thanking me for enrolling in the Citi Accelerate High-Yield Savings Tiered Bonus Offer. The email included a reminder as to what was needed to receive the Cash bonus : - Deposit New-to-Citibank Funds into your XXXX savings account within 20 days of account opening. The balance on the XXXX calendar day after you open our account will determine your maximum cash bonus. - Maintain the required Minimum balance in your eligible account for 60 days from the XXXX day after account opening. The email also included a link to the full " Terms and Conditions '' which essentially reiterated this offer. Finally, the email said the cash bonus would be paid to my account within 30 days of completing the required activities. It also said that this account and my Citi Credit Card had to remain open and in good standing. I maintained the balance of $ XXXX or more from XX/XX/XXXX - XX/XX/XXXX. My new savings account and Citi Credit Card remained open and in good standing. I never received the bonus. I called CitiBank multiple times over the months after I met all of the stated criteria and asked why I hadn't received the {$450.00} bonus. Every time I called the CitiBank representative would research my account and say the I'd met all of the requirements and that I just needed to be patient as it sometimes took a bit longer for the bonus to be applied to a customer 's account. This is a clear " unfair and deceptive act '' violation as they did not pay the bonus as advertised. After receiving this same response repeatedly for months, I called again on XX/XX/XXXX and registered a formal complaint with Citi. On XX/XX/XXXX I received a letter saying that CitiBank had completed their research and that the promotion was not offered on my account. They asked for me to send them a copy of the disclosure that was addressed to me or they would consider the matter closed. This should not be up to the consumer to have to provide the financial institution with their offerings and terms and conditions. The institution should have that information readily available. Regardless, I researched the matter and found the XX/XX/XXXX email from Citi that contained the offer on the account I opened along with the aforementioned Terms and Conditions. I called again on XX/XX/XXXX and the representative said that I could not email them the disclosure that they asked me for, but that they needed to further research the matter and someone from the " back office '' would contact me. I let them know that I would be submitting an " Unfair and Deceptive '' complaint to the CFPB as soon as we got off the phone as Citi continued to refuse to pay the bonus offer that Citi advertised and for which I met all of the terms and conditions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30022
Submitted Via: Web
Date Sent: 2023-02-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-12
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 spoke to the company and they said the old fraud charges were erased and this balance now is another charge. I told them this would also be a fraudulent charge. I asked for a breakdown of previous being erased and show me the new charge they now claim I owe. He gave me this new ref. # XXXX for this new complaint. He said he could not give me the itemized list, but someone else will be contacting me. I went back on my statements and it does not show where they cleared tge fraudulent charge. Instead they keep adding charges and are damaging my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 87507
Submitted Via: Web
Date Sent: 2023-02-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-12
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Before I begin I want to communicate that I was advised by the company that if I file a complaint here it will go to the same department in their company and I will get the same answers. The situation is complicated. It concerns how payments are applied to the balances. The web site has no information or link on the Card Agreement so we can see them on the web page. I am referring to the Shop your Way page which is the main page concerning this account. There is also no link to the Citibank web site that has that information. This makes reading the card agreement very hard if we cant find it online. I had two balances on my account. Purchases 0 % APR until XX/XX/2023 and balance transfer ending on XX/XX/2023. Not being able to find the card agreement on the web page and with the solicitations being limited on information, I called customer service starting in XXXX. From the solicitations it appeared that the way payments are applied are as follow : The minimum payment would be applied to the balances that benefit the bank the most and excess payments would be applied by what benefits the consumer the most. Based on that premise I started calling the beginning of XXXX intending to pay off the Balance ending on XX/XX/2023 by that date when I had trouble with a few payments being correctly applied. I talked to multiple agents and no one really understands how payments are applied. I was told at various times different answers such as whatever the computer decidesno one really knows, balance transfers are paid first, balance with the larger amount is paid first and a manager told me that any payment made 30 days before the expiration of an offer will be applied to that offer. XXXX from the main office confirmed that all this was true. I purposely made a payment in the exact amount within 30 days of the expiration based on what the manager promised me but it was applied instead to the other balance. I called several times, First I was told it would be corrected and to wait 48 hours. After 48 hours I called and the agent made a complaint to the main office. XXXX called me and said that I can request it to be transferred and she would ask for it to be transferred and it should take less than a week. After a week I called and had to talk to multiple people until XXXX called me back on XX/XX/XXXX and told me that I was stuck. Why did it take her several weeks to find this out? Why did she wait until the end of the expiration period? She followed up with a letter on XX/XX/XXXX. Coincidentally it was right at the end of the offer and the extremely high interest would start to accrue. Could this be a scam the company does? Her letter stated, To be in compliance with governing regulations your payments in excess of the Minimum Payment Due are to be applied to the balances with a higher Annual Percentage Rate ( APR ) first. She then gave a list of how it applies. I am not sure why it took several months to be able to get this list. Nor is this list being followed. On XX/XX/XXXX, the balance changed to about 30 % APR. The balance transfer is still 0 %. I made a payment on XX/XX/XXXX for {$1600.00}. Most of this was excess payment. Instead of being applied to the balance with the higher APR, it was applied to the rest of my balance transfer. Neither the card agreement nor the solicitation for either program explains in any detail how payments are processed. I asked for them to review the solicitations I had received concerning both programs and was told by XXXX at the main office that the solicitations are no longer available as they dont keep record or copies of them. I find that extremely hard to believe. I sent one email back to them to show that it does not say that but it was ignored. Because I was not given written information in either the solicitations or the cardholder agreement on how the excess payments would be applied and since I was promised by numerous people including a credit manager and XXXX at the main office originally told me that it would be applied to the XXXX XXXX expiration date I did not have the funds available and am currently scrambling to get the extremely high APR balance paid. With so many agents telling me that it would not be an issue and it would be corrected they should follow through on what they said. How can they expect me to know if none of their people know?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 647XX
Submitted Via: Web
Date Sent: 2023-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-12
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I applied for a Checking Offer received in the mail addressed to me by Citi - {$400.00} after depositing >= {$15000.00} within 20 days of account opening, then maintain the balance for at least 61 additional days.There was an invitation code on the flyer. Account opened XX/XX/XXXX Account funded XX/XX/XXXX Withdrawal of funds in excess of minimum required to avoid maintenance fee : XX/XX/XXXX, remaining balance {$1500.00} Reached out to Citi via chat more than once regarding bonus eligibility from the months XXXX - XXXX after meeting the requirements. Multiple confirmations that I had fulfilled the requirements and the bonus should post " on the next statement '' Here is a log of my interactions : XXXX XXXX XXXX XXXX Citi has been XXXX XXXX XXXX XXXX XXXX XXXX for several months now through official channels and now must be escalated for resolution. XX/XX/XXXX Opened case - XXXX to look into the promotional bonus not posting, was told it should be resolved in XXXX business days ( XX/XX/XXXX ) XX/XX/XXXX Followed up and was told to check back in another XXXX business days ( XX/XX/XXXX ) XX/XX/XXXX was told they escalated the case to the appropriate team, will receive callback when XXXX XXXX XXXX ) gets an answer. XX/XX/XXXX XXXX a call from XXXX confirming account met eligibility requirements, but the offer code was incorrect. He was going to look into correcting this. No further follow up from him XX/XX/XXXX Letter received in the mail detailing that research has concluded and the code was invalid. Was asked to provide a copy of the promotional flyer XX/XX/XXXX Called to ask where to send the flyer. No one was able to locate an address and they would get back to me in XXXX business days with that address via email. XX/XX/XXXX Still no word on the address, called to follow up. Advised to take a picture and a fresh case was opened to upload the record via email. Should take XXXX days to upload and then by Friday should be resolved. XXXX was the rep I spoke to Email address = XXXX Subject line : Case ID : XXXX password for email should be : XXXX XX/XX/XXXX No word from Citi XXXX Called to follow up again. Today is day XXXX and they said it could take up to 5 business days, so call back Monday when it's the fifth day. XX/XX/XXXX Called again to see why this was not resolved yet. Was told this was already escalated, and having supervisor from client relations look into this while on the line. Investigation may time updated to take from 5-20 business days. Should be resolved by XX/XX/XXXX. XX/XX/XXXX Received notice that the offer code used was invalid, just as on XX/XX/XXXX. Was asked to send the promotional disclosure once again. This was already sent. XX/XX/XXXX Called to ask for the team that works these cases. Spoke with XXXX. Will refile case because they confirmed I was eligible for the offer with their sales rep. Possible Explanation ( XXXX thought ) : System error causing the Invitation Number on promo flyer to put in an invalid code, which was not discovered until several months later. New Case number : XXXX with Urgency note. Response should happen within 5 business days, Thursday XX/XX/XXXX XX/XX/XXXX Waited until Monday to call back to avoid Friday call volume. XXXX is going reach out to another account specialist. Case status shows someone is working on it. Still being worked on. Should have an answer by the end of the week ( again ). XX/XX/XXXX Called and they said we have to wait until XX/XX/XXXX for the XXXX business day threshold to pass. They are still investigating XX/XX/XXXX Called and the case was still pending after the XXXX business day threshold. Was told to call back the next day XX/XX/XXXX Called and was told there was a letter that was sent out, and I need to wait for that to come in the mail, despite the notice not being on my account under Notices and Letters, which should be instant and automatic... XX/XX/XXXX Filed CFPB complaint as I have been more than lenient with trying to resolve this issue in good faith between Citi and myself, to no avail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 379XX
Submitted Via: Web
Date Sent: 2023-02-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Dear CFPB My case is simple and short. I asked a cashier check from my XXXX XXXX XXXX XXXX account and the other side of the street deposited to my Citibank checking account. After I deposited they transferred my money the very same moment fom my other bank. After this transaction made 3 days later tried to send $ {$300.00} with XXXX from my Citi but did not worked. Called the bank and after XXXX XXXX chat they told me absolutely no any issue with my XXXX and they have no a knowledge why I can not send this small money to my wifes account. After this conversation my Citi online access was blocked and closed my account. Next day tried to ask my XXXX back to take it back my other bank. They refused give me my cash back. Refused to give my and the XXXX XXXX XXXX XXXX help. Absolutely no answer. Probably some employee made a mistake what I have to pay. Not giving any answer on phone or in the branch office, no information why they holding my money since XX/XX/2023. Please help if it possible, I raelly had to use that mone for business purposes. Thank you! Best regards : XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91356
Submitted Via: Web
Date Sent: 2023-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-12
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: CitibanXXXX AT & T Universal Rewards World Mastercard XXXX I have called customer service many times since I found the error in XX/XX/XXXX with no action taken, some representatives have even hung up on me as they do not understand want I am disputing. They are unable to help me to get this matter resolved. I did receive a standard form letter in XX/XX/XXXX stating the payments applied correctly. They did not provide me with a breakdown of the payment. On XX/XX/XXXX, I make a payment of {$7300.00}. This payment amount was on the online payment screen and stated the following : {$7300.00} - Adjusted New Balance + Flex Plan Monthly Payment -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 the future. On the account there are : Seven ( 7 ) Flex Plans Two ( 2 ) Balance Transfer Offers totaling {$2000.00} that were expiring XX/XX/XXXX & XX/XX/XXXX Standard Purchase Balance of {$4400.00} accruing interest rate of 18.76 %. The Interest Saving Balance Payment of {$7300.00} did not apply Payments correctly on the Non-Flex Plan portion as stated. Six ( 6 ) of ( 7 ) Flex Plans were completing paid off The 7th Flex Plan had a principal reduction applied. The ( 2 ) Balance Transfers Offers were not paid off The Standard Purchase Balance was not paid off but had a principal reduction applied.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32955
Submitted Via: Web
Date Sent: 2023-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-13
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Home Depot credit card was supposed to respond to me within 90 days of the prior complaint didnt respond to me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11377
Submitted Via: Web
Date Sent: 2023-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-13
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Yes recently I have done a case with the company cfpb and they have helped. Tremendously. Now there is only one thing either that they didn't do that i that I didnt know because no informtion was given or withheld so I wasn't aware back then. until you're company helped of course and I was able to fund out. Originally this company had closed myaccount becasue of errors of previous disputes by an inappropriate employee .these people are incapable and there errors shouldn't be working anymore. It's unacceptable and they should be fired. I should have sued thm but I need time then I will proceed. But first my disputes were done improperly and the correct ones one of them was for XXXX a insurance company and I disputed one of them but they did it incorrectly by citibank. For XXXX XXXX XXXX had a service to repair a phone but they handled the claim to repair incorrectly. The timing of this was around XXXX. Back then. So I called in and requested a refund. This is actually one of several claims that they poorly handled that I had to try and get my deductible refunded to my citibank debit card for. It was handled poorly so i had to resort to citibank disputing it. Then as you know citibank had a rep who handled disputes and filed disputes incrorrectly too. So because of it citibank didn't investigate the rep but the account. Because of citibank and it's inprofficiency and unprofessionalism I don't want to deal with them. So I called the insurance company many times again and this even after for them to refund my amount. So i want citibank to dispute the other XXXX. XXXX and return it to me. There was one XXXX they did but theres a still 2nd one they didn't do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91335
Submitted Via: Web
Date Sent: 2023-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-13
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have contacted Sears MasterCard XXXX several times from XX/XX/XXXX through XX/XX/XXXX to figure out why I can not use the credit card and every time I call the representatives tell me the card is blocked but they can not tell me what is the reason as to why is blocked and that I need to wait for a letter from the Bank as they will provide instructions on the letter for me to follow as to what to do. I have been a customer since XXXX and I have never made any late payments and all balances have always been paid off before monthly statements and it does not make any sense why they are not allowing me to use my card or not giving me a reasonable explanation as to why they blocked the card. They said they have mailed a letter ; however, as of today XX/XX/XXXX, I have not yet received the letter and all my recurring membership services charges like XXXX and XXXX XXXX are being rejected and due to such I am now looking bad with these vendors. I need the Bank to mail the letter via XXXX at my home address XXXX XXXX XXXX, XXXX CA XXXX, or email the letter to XXXX or call me at ( XXXX ) XXXX personal cell or at ( XXXX ) XXXX XXXX XXXXXXXX XXXX work number or XXXX to fix the issue ASAP.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-13
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 an ongoing case with Citi Bank. The case ID is XXXX. Based on the information obtained from Citi Bank, the fraudulent charge went through with the wrong CVV number, which was indicated on my attached materials on page three. The scammer used the wrong CVV information but still was able to compromise my card. However, Citi Bank refused to admit this was a fraudulent activity and stated that I am fully responsible for the fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10013
Submitted Via: Web
Date Sent: 2023-02-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A