Date Received: 2023-02-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: There was fraud covered byREG E on my account Citi bank then refunded me my money and instantly blocked my account and closed it, no one from their team has helped me get access to these funds. All they say is 30-60 days I will receive a check. Citi bank allowed this fraud to happen on my account and they closed my account for their mistake. And now they are refusing to allow me to withdraw my funds or wire my funds to another account. They are violating REG E and have completely stolen my money with zero explanation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48867
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have previously filed a complaint with the CFPB, XXXX # XXXX. I am submitting a new complaint as Citi has deviated from the steps they alleged they would take in response to this complaint. My father passed away on XX/XX/2022. I informed Citi of his passing by telephone on XX/XX/2022. Citi alleged they would contact me for further steps, but never did. I contacted Citi again and they requested a fax including a death certificate, living trust documents, and a letter of intent. I faxed all of the above to Citi on XX/XX/2022 and confirmed receipt on my end. Citi responded to my previous complaint alleging that they would close the account. In Citis response to my previous complaint they alleged that they had received the required documentation. When Citi finally contacted me a month later, Citi alleged that I had not sent the required documentation even though I had sent the documentation they asked for twice. Citi asked for new documentation they had not previously asked for including Letters Testamentary or a Small Estate Affidavit. Citi claimed they would not even discuss the account with me until I sent this. This contradicts their response to me previous claim in which they alleged that they had received the required documentation. Since then, I have filed a Small Estate Affidavit with the XXXX XXXX XXXX XXXX. I have faxed a certified copy to Citi as requested. However, the account is still open. Citi is still refusing to close the account or discuss the account with me, despite a legal obligation in the state of Oregon certified by the XXXX XXXX XXXX Oregon.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98102
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Found this card in my husbands things after his death. Called to inform them in XX/XX/XXXX that this was not opened by me and I did not authorize My spouse to open this account. Letter sent to Customer Service/Fraud unit on XX/XX/XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30252
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
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: Used credit card on XX/XX/XXXX for {$13000.00} to a vendor named XXXX XXXX for concrete work at our home. Vendor did not supply services as contracted despite being paid. Filed a dispute with Citibank on XX/XX/XXXX for vendor not delivering services after vendor stopped working on job. Vendor indicated they did not have our money any longer. Citibank opened an investigation ( dispute XXXX ) and issued a conditional credit pending outcome of investigation. Citibank replied to me with a letter via their internal messaging system on their website, which I did not see, with a respond-to date of XX/XX/XXXX for supporting documentation. When I saw the request on XX/XX/XXXX I immediately called their customer service dept to explain what happened and we told to simply responded to the request and it would be fine. I responded with two .pdf 's with the information they needed to support the fact that XXXX XXXX did not perform the work they were paid ( {$13000.00} on Citibank card ) to do. Citi then posted a letter on their internal messaging system that I had missed the deadline and they reversed the conditional credit. This letter was dated XX/XX/XXXX. I communicated many, many times with their dispute center and was told that the investigation was in-fact still open and a decision would come in 7 to 10 days. Each time I called I was told the same thing ; 7 to 10 days. On XX/XX/XXXX I send a release of claim of the money from the vendor, XXXX XXXX, to Citibank and discussed with their dispute center. The dispute center said it was an open and shut case in my favor based on this letter from the vendor on their letterhead. The last communication I had with their dispute center was XX/XX/XXXX and I was told that the investigation still continues and there is nothing they can do. They told me to communication to the dispute investigators, again, and plead my case. I've not heard anything from Citibank since XX/XX/XXXX ; all of the followup has been initiated by me. I am filing this complaint because Citibank is not honoring their commitment to protect in this dispute with a vendor that clearly, and admittedly, did not perform the service for which I paid using the Citibank card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49417
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: Long story that happened about 14 years ago. CitiFinancial took out a consolidation loan and signed me as the co-signer without my permission. They used my information from a previous loan application. The loan was not being paid, so than they decide to perform an illegal charge - off through the IRS on my 2017 taxes. This triggered an IRS audit of my taxes since I refused to pay taxes on a loan I have never received. The IRS is non-compliant since XXXX. I have stacks of letters from the IRS, they send me each month saying they are looking into it. I sent letters to CitiFinancial to remove the charge-off or be sued. This is all similar to what XXXX XXXX did by using customer signatures to sign them up for products they were unaware.
Company Response:
State: FL
Zip: 33837
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: On XX/XX/2023 I requested a formal investigation in regards to the Macys account reporting negatively on all three credit bureaus. In the document below a certified letter was sent asking the accuracy of the amount allegedly owed and proof its 100 % correct. Macys refused to provide any information. Essentially saying they are providing information correctly because they state it is correct. I have no way to validate that information. As a result an update was sent to the credit bureaus. What the money you say I owe is for ; -Explain and show me how you calculated what you say I owe : -Provide me with copies of any papers that show -I agreed to pay what you Provide as verification -A certificate copy of any judgment if applicable. -You Identify as the original creditor -Demonstrate the Statute of Limitations has not expired on this account in Maryland -Prove you are licensed to collect in Maryland -Dated XXXX form that was issued for the IRS as earned income XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21234
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Dear CFPB, I opened a new Citibank Accelerate Savings Account on XX/XX/XXXX, under a promotional offer called the " Level Bonus Offer '', that came through the Citibank mobile application. The promotional offer was for {$450.00} for funding a Citibank Accelerate Savings Account with {$50000.00} or more. The promotion had a requirement to have the account funded by the XXXX day after account opening, and keep the funds in the account for 60 calendar days afterwards. Then the bonus was promised to be paid 30 days after completing the funding activities. After signing up through my mobile app - I received an Email confirmation of the promotion from Citi on XXXX XXXX, XXXX. It has now been more than 150 days since I open and funded the accounts as required, and more than 40 days have passed since the bonus was supposed to have been granted to me. I have called and messaged Citibank 4 or 5 times, each time, the Citibank Customer Service Representative says I qualify for the bonus- they are just slow in issuing the promotion - and to call back in 5 business days. Each time I call back - there is no progress on my dispute. A case was raised on XXXX XXXX, XXXX - and on XXXX XXXX, XXXX a response was given as follows : " Unfortunately, XXXX XXXX XXXX was not offered in conjunction with the above account. While Citi does offer cash promotions at times, those offers are only available to the individual to whom the offer was addressed. '' I called back Citi on XXXX XXXX, XXXX- who assured me that I qualify, that this was a mistake, and a new case was opened by Citi and I was assured it would receive escalated attention in 5 business days. I called back on XXXX, XXXX, XXXX - and still no progress on my promotion. I have now spent 4-5 hours on the phone or chat with Citibank with no progress - even after escalating to supervisors ( XXXX and XXXX ) XXXX I hope to get the bonus and help others going through the same bonus- to be aware of Citi 's issues in honoring their advertised promotions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55126
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This message is to follow up on my previously submitted complaint regarding my mortgage application. After receiving a response from XXXX XXXX with Citibank, the CFPB system automatically closed my complaint but the issue remains unresolved. Please see my feedback below originally submitted on XX/XX/2022. Dear XXXX XXXX, Thank you for your response to my complaint and for the fee reimbursement of {$200.00}. I appreciate your teams investigation into our experience while applying for a home loan. Unfortunately, your records do not accurately reflect what was communicated, or more explicitly, not communicated to us. We received a call on Saturday XX/XX/XXXX from XXXX XXXX stating that the underwriter was requesting more information regarding the nature of '' my Husband 's employment with his employer, XXXX. There was no mention of a pending or even potential denial during this conversation. In fact, the word denial was never spoken to us until the week of XX/XX/XXXX. XXXX asked us for an email explaining the conversion process at his employer which we promptly provided that same day. There was no follow up to that conversation and my records show that we reached out to both XXXX and XXXX XXXX multiple times in the days that followed. They were unable to provide a substantial update on the status of our application for the next two weeks. To reiterate, Im not upset that our loan was denied. Its within Citibanks right as a lender to approve and deny applicants based upon whether they meet certain criteria. Im upset because your employees failed to follow up on our application which left us with no alternative options when the message was finally delivered at XXXX XXXX on Friday XX/XX/XXXX ( our extended closing date ) that the application was officially denied. Its inexcusable that no one within the company notified us sooner, as the dates were clearly outlined in the purchase and sale contract. Furthermore, myself, my agents and the closing attorney were reaching out multiple times a day asking for updates and were ignored by your employees. The complete disregard and unprofessionalism of the loan officer was so apparent to everyone involved in this transaction that the closing attorney literally threatened litigation because of his incompetence. Had Citibank provided us a formal denial even a few hours earlier, we likely could have renegotiated our contract with the seller and mitigated the risk of losing both the house and our {$20000.00} escrow deposit. By waiting until close of business on Friday to finally inform us of the denial, Citibank left us backed into a corner with the Seller threatening to walk away from the deal and take our entire escrow deposit. Citibank and its employees treated us like we were an afterthought. I explored every internal and external avenue I could think of to have this situation escalated, which I described in great detail during my initial complaint. These efforts were entirely fruitless. No one from the organization was willing to take ownership over the mishandling of our application or push for a resolution. As previously explained, we had to pay the seller {$7000.00} outright to prevent him from taking our full escrow deposit. I am seeking reimbursement from Citibank for these funds. The resolution of this issue is extremely important to me. At the time we applied for this loan, XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX Its shameful that an organization as sophisticated as Citibank would put a family in a position like this because of pure negligence. I will continue to escalate this using any means available to me. As a Citibank customer for over ten years, I implore you to please make this right. Its money that would still belong to us had Citibank met the bare minimum of their obligations as a lender and informed us of the approval or denial within the timeframe noted in the contract.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33455
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-02
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: CitiBank Still Uses Old Verification Method Through Mail Which Is Mind Blowing That A Bank So Large Own Real Estate Stadiums And Other Businesses, Cant Verify My Account With A Phone Number On File Thats Registered To My Name Citibank Is Fraud I Feel Like Public Records Should Be Illegal It Doesnt Help Anything But Make More Fraud Happen Anyone Could Find My Address Name Phone Numbers And Relatives I Just Think The Government Should Let Banks Have Less Regulation & Public Records Should Be Banned
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23503
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened an online account with Citi in XX/XX/XXXX in response to a targeted offer I received by mail. I made five initial ACH deposits to fund the account between XX/XX/XXXX and XX/XX/XXXX. I received no communication from Citi about an account issue between this time and XX/XX/XXXX. I left my funds in this account as a savings account/emergency fund and had no need to access them. When attempting to transfer funds out of the account into my XXXX XXXX account in XX/XX/XXXX, the transfer was cancelled by Citi. I received no communication from Citi. Only after this incident and calling Citi on XX/XX/XXXX did I find out that the account was frozen and had been frozen since XXXX or XXXX of XXXX ( date unclear from my conversation ). I was informed that there was a question about the validity of one of the initial deposits, {$5000.00} on XX/XX/XXXX, and account ownership on that originating bank account. I explained to the fraud department rep that the deposit was initiated from the Citi website and came from the same account as another deposit on XX/XX/XXXX, which the Citi rep said was not in question. The remedy Citi offered during my XX/XX/XXXX call in order to access my funds is that I visit a branch with ID and proof of account ownership. The issue, which Ive explained clearly to multiple Citi reps on multiple calls, is that the nearest branch to me is XXXX, which is a 16 hour round trip drive from my home near XXXX XXXX, Missouri. This is a not a reasonable request by Citi. I offered to fax or email the documents, or attend a video call where I could display them. The Citi rep did not budge on the requirement to visit a branch in-person, but also could not justify why that was required or how that provided Citi more thorough verification of my identity than a video call. I have reviewed my account terms and agreements and I see nowhere in the account terms that states I can be required to visit a branch for an issue related to an online account. I asked to speak to a supervisor, and was told I would be put on a list for a callback. Never have I received that callback. I called again on XX/XX/XXXX and XX/XX/XXXX seeking an alternative and received the same unreasonable remedy as the only option, and again was told no supervisor was available and one would call me back. I never received the promised call on either day, or since. After contacting Citis social media team on XX/XX/XXXX, I was transferred to a fraud rep on XX/XX/XXXX who agreed to accept the required documents via fax. However, he told me the fraud team did not offer a direct fax or email and that I needed to send the documents to a branch for review. On the same day, I attempted to fax the documents to the XXXX, IL branch. After faxing the documents to the number listed on Citis website I called the branch was told they dont maintain that fax number. A banker at the branch agreed to accept my documents via email. I send them that afternoon. On Tuesday, XX/XX/XXXX, the banker confirmed via email that she had received my documents and forwarded the documents to the fraud department. I called and spoke to an agent in the fraud department, who said that they didnt have the documents and that the branch banker needed to update the notes in my account. I called the branch banker back and had to leave a voicemail. I also sent her an email. I didnt hear back. On Wednesday, XXXX, I called and spoke to the same banker again. She said she was still working to review the notes on my account and would call me back. On Thursday, XXXX, I called and left a voicemail and also sent an email with no response. I did not hear back from the banker. Throughout this process, the several Citi reps I have talked to have given unclear and sometimes conflicting information about the actual issue on the account, what caused this deposit to be flagged, and what I needed to provide in order to resolve it. I have also never been given a straight answer as to why my entire account balance is being frozen if only one {$5000.00} deposit, 10 % of the account balance, is being questioned. -It is inconceivable to me that a national bank such as Citi does not have a process in place to verify information for customers virtually. If this is a real process, which I am still dubious about, then accounts should not be marketed to and approved for people in states without a branch. The lack of proactive outreach from Citi at any point in this process, which no Citi account rep has disputed was lacking, is a clear indication to me that they are not actually concerned about the security of my account and are primarily trying to cover up their mistake and hold my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A