Date Received: 2023-02-04
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I caught my father, XXXX XXXX, who lives at a distant address in another town with my sister stealing mail from me ( these letters are mailed in my sister 's name XXXX XXXX who shouldn't get mail here and he claims she told him to steal from me ) but this time he wanted IMPORTANT TAX RETURN DOCUMENT ENCLOSED : Citibank XXXX XXXX XXXX XXXX XXXX, TX XXXX -- I refused him and returned to sender!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98502
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: On XX/XX/XXXX I received a {$200.00} XXXX card from my parents ending in XXXX to Best Buy. I tried using that card on XX/XX/XXXX ( see attachment ) to buy a set of XXXX XXXX XXXX, best buy order number ( # XXXX ). I selected courier shipment for same day delivery. My order was not delivered. On XX/XX/XXXX I received an email stating that my order could not be delivered and it was returned. See attachment for email and receipt for return transaction taken place on XX/XX/2022 at XXXX. Note the email states : " Unfortunately, XXXX was unable to deliver your package so they're returning it to us. We'll begin processing your refund for the item ( s ) included in your package as soon as we receive the return. For more details, see the What You Need to Know section below. '' Then under the " What You Need to Know section '' it states : " If you used a Best Buy gift card, it will be credited with the refund amount ; if you no longer have your gift card, contact us and we'll send a replacement '' The original gift card ending in XXXX has a balance of {$0.00}. On the return receipt it shows that a gift card with {$200.00}, ending in XXXX, was issued. This return was performed by the store, I was never there ( as I elected courier shipping via XXXX ). I tried contacting best buy customer service ; they stated I had to contact a third party at XXXX. That third party could not find the order using the full XXXXXXXX XXXX card number ; they said without the original order number of the gift card they can not help me ; I do not have this as it was a gift. I tried calling Best Buy 's XXXX card center at XXXX. They state that without the original order number they could not help me ; they could not look up the order with my email address as the recipient. This is rather frustrating and I feel Best Buy is harming consumers by requiring a gift card recipient to have the order number for the gift card, it's a gift! Why would the recipient have that!? I find it very frustrating to be pushed from XXXX call center to the next ( XXXX in total ) and no one can help me. I feel like someone at the store issued a gift card ending in XXXX to someone who was not me and stole the {$200.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21230
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-04
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 my card was charged for {$4300.00} for servuce not provided? I have not agreed to any services with this facility that charged me. I was told that my card will not be charged. There was no finalized medical care agreed by me with the facility. I have not received any Medical Care from this Facility. If agreed to care i was going to be charged when my care was finished with the clinic. My care never started with this clinic and no final date for Medical Services has or was agreed with the facility, there for i have opened this claim, and i am stating that this charges are unauthorized since were made without my consent. I have tried to contact the facility multiple times and wasnt able to get anywhere. No one has talked with me or try to help me. I have also contacted citibank mulitiple times in regards to this matter with no resolution in site.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91402
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-04
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: XX/XX/ I recd order from Macys for {$390.00} returned XXXX days later. Sometime later I was notified that my account was past due. No statement recd. I called and late fees and interest charges were reversed. I assumed XXXX balance. I requested statement but No statement recd. I had used Star Rewards when I made my purchase online but instead of crediting my account the reward amount of {$10.00} was added as a charge. Subsequently I have carried a balance past due on my account since and still no statement unable to resolve. Credit score reduced from XXXX to XXXX because of Macys error. They are refunding all late charges etc but Citibank refuses to correct my credit history.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-04
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Hello, I had a checking account with citibank that was according to them closed a while back. A reason was never given to me. Unfortunately, i had used this account for my tax refund to get deposited for my XXXX taxes. Currently, state of CA gave some MCTR refunds and used our bank accounts from our XXXX taxes. There were XXXX deposits sent to this citi bank account XXXX in XX/XX/XXXX for {$700.00} and XXXX in XX/XX/XXXX for {$350.00}. Till this day Citibank never advised me of these deposits until I traced them. Ive called citi bank a few times this week and have been getting the run around. Last rep i spoke to was XX/XX/XXXX and he had me wait on phone for like an hour and he asked me about the XXXX deposits which i told him the dates and amounts and he comes back to tell me that he doesnt see the XXXX deposits that i mentioned above which I thought he was joking because that was a straight out lie as i had called the self service line and confirmed the XXXX deposits. He told me to please call back another time and hung up. I really need the money to pay my bills and citibank has already withheld my money for 2-3 months. All i want is for them to send me a check with my funds and close the account permanently please. Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90033
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-04
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I recently tried converting my old credit card with a higher annual fee to a new card with no annual fee. I was told that I would be able to convert from the old card to the new card with no associated fees and would not need to pay the annual fee on the old card. However, I was instead charged the annual fee on the old card, to my surprise. When I called again, I spoke with another associate who said that I would need to pay the annual fee because I had not performed the conversion within their 52-day window. They were unable to waive the annual fee on the old card despite receiving no benefits on the old card. I received conflicting guidance between two customer service representatives and I'm now {$450.00} out of pocket. I always seem to have technical issues with my accounts at Citibank which is very frustrating.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33756
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-04
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Tried to log into account on XX/XX/XXXX Citi informed me that a XXXX transfer from XXXX XXXX Savings was rejected. I was unaware at the time that I was only allowed to do a daily transfer from savings of XXXX Therefore, Citi closed my account on XX/XX/XXXX with a checking balance of XXXX As of today XX/XX/XXXX I have not received my money. I call Citi but the representatives are rude and short with me. I just want my XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34238
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-04
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 was alerted to Fraudulent Charges sometime in XX/XX/XXXX. I initiated disputes for Fraudulent Transactions that were unauthorized and charged to my account, and viewed statements by CitiCards that were available online. These went back to XX/XX/XXXX, and I found fraudulent and unauthorized charges to my account spanning XX/XX/XXXX - XX/XX/XXXX. Upon learning of these unauthorized charges, I immediately contacted Citi, informed them my card number had been compromised in some way, and initiated fraudulent disputes spanning almost 2 years from XX/XX/XXXX - XX/XX/XXXX. These amounted to total fraud charges around {$40000.00} CitiCards contacted me, conducted a thorough investigation. Citicards concluded the investigation sometime around XX/XX/XXXX. CitiCards found in MY Favor, and remit an amount of about {$40000.00} to my bank account to reimburse me for the fraudulent charges that I had paid ( knowingly ) over the years. As this first wave of fraud disputes was being investigated for XXXX and XXXX charges, I tried to find the root cause and see how far back this went. Citibank did not have my XXXX and XXXX statements available online ( they were archived ). So I requested all the statements I could find - stemming back to XXXX. Upon waiting 7 days to receive the XXXX and XXXX statements, I found and identified the same pattern of Fraudulent Charges on XXXX and XXXX statements. Some XXXX transactions, totaling around {$35000.00} had been charged ( and I paid for ) to Citibank. On XX/XX/XXXX, I sent in these hard copy documents, as instructed by Citi, to a XXXX XXXX XXXX XXXX XXXX, SD. I waited for 4 weeks. I never received confirmation that my XXXX and XXXX disputed Fraud charges were received. Finally, after waiting 4 weeks, I called into the phone number to speak with the XXXX XXXX team and informed them I had not received a response. I was told that I should send an email, about the XXXX and XXXX charges to " XXXX '' I sent the exact same documentation that was sent to the XXXX XXXX XXXX I have attached these emails to this dispute. Around XX/XX/XXXX, I noticed that my XXXX and XXXX disputed Fraud charges were finally posted online to my account, and under the Manage Disputes section, all 17 charges were " under investigation ''. At this point, I thought things were on the way to being resolved. Keep in mind, at this point, Citibank had already investigated, completed and concluded that the XXXX and XXXX charges on my account totaling approximately {$40000.00} was Fraudulent and Unauthorized by me. Not just that, but payment was actually sent to me- so this matter was deemed complete and concluded. Yesterday, on XX/XX/XXXX, I logged into my Citicards account and it stated that my account was closed. It further posted that Citicards reversed all the credits ( which they already concluded and paid to me ) and posted an account balance owed of approximately {$39000.00}. These reversed charges were from XXXX and XXXX Fraudulent Transactions. ( Not the XXXX or XXXX Fraud disputes that were underway ). Essentially, Citicards : 1. Undertook an investigation for fraud. 2. Found in my favor after completing the investigation. 3. Remit payment for the completed fraud case to me in an amount of approximately {$40000.00} 4. Had a {$0.00} balance on my account and was in the process of investigating XXXX and XXXX charges. 5. Then WENT BACK and reversed and re-posted charges already credited, found fraudulent, and completed from XXXX and XXXX and now made my account balance nearly {$40000.00}. Throughout this entire process, I was Not notified of anything that was going on. I must have called Citicards nearly 25 times from XX/XX/XXXX - present. I was ensured time and time again that I am not liable for Fraudulent charges ( which a full investigation already concluded I wasn't ). Then I only find out the status of my XXXX and XXXX pending charges ( that are fraudulent and I am still owed some {$35000.00} for ), were just dropped - and to add insult to injury, they re-posted the XXXX and XXXX fraudulent transactions to my account and state that I now owe a balance of nearly {$40000.00}. I have attempted numerous times to call them ( during XXXX XXXX business hours on Friday ) and nobody responded to my complaint. Nobody called me back to discuss the situation when I was told this would be escalated immediately. As of now, I escalated my call to a supervisor today ( XXXX ) and informed them they need to have a supervisor or the specific case manager handling the Fraud investigation case, call me immediately on Monday morning. ( They told me the name of the person handling my case- who I addressed my email correspondence to repeatedly, without any confirmation or response ). The bottom line is this : 1. It is blatantly unfair, unjust, dishonest, and a complete lack of transparency and problematic business practice to begin, investigate, conclude and remit payment for a fraud investigation - only to then AFTER the investigation is complete and concluded - ask for {$40000.00} in funds back by posting that I now owe that amount on my Citicard account. 2. Aside from above, there are STILL nearly {$35000.00} in Fraudulent Charges that I have initiated a dispute against for XXXX and XXXX charges. So instead of rightfully receiving nearly {$75000.00} in security credit and reimbursement. ( {$40000.00} already found and concluded in my favor- {$35000.00} I tried to initiate a dispute over ) - Citicard is now stating I owe a balance of the {$40000.00}. To do such a thing to someone, is unconscionable, unethical, and in violation of common fairness in business practices. What I am asking is the following : 1. Citicards honors their first Fraud investigation which already was concluded, found in my favor, and remit approximately {$40000.00} to my account. Instead of now backtracking on the XXXX and XXXX Fraudulent Charge investigation after they have had plenty of time to pursue their investigation, and posting this account back to my balance stating I now owe it- they need to remove this account posted balance on my account and {$0.00} and close my account down so I do not have any negative credit or financial credit report impact. ( Assuming they attempt to collect on the posted reversed funds ). 2. Besides zeroing out my account balance as stated above, I would like Citicards to continue the XXXX and XXXX Fraud Dispute Investigations that are clearly Fraudulent due to some multiple charges over this period of time from XXXX and XXXX. To have clearly found in my favor for the XXXX and XXXX Fraud charges, enough so to return payment to me- how is it possible not to find the exact same conclusion for XXXX and XXXX when my card number and identity was clearly compromised. The right, logical and honest thing to do is find that these the XXXX and XXXX transactions were fraudulent, and issue credits back to my account. In conclusion - Citicards has failed to follow fair and reasonable practices, likely failed to follow procedure with response/confirmation time of my disputes, or some other internal procedure to ensure something like this does not happen. Then in turn, for their own mistakes, they want to re-post transactions they found were already Fraudulent, and make me, as the individual, pay for them. I look forward to a favorable resolution with CitiCards. I would be happy if someone from Citicards with the power to fix this, contacts me, actually has a discussion with me, and resolves this matter. If they do, I would be happy to come back and amend ( or add to ) these statements if they can move forward in good faith and rectify this situation. This has caused me undue stress, both emotional and physical. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 453XX
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-04
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I enrolled in the Citibank Accelerate High-Yield Savings Leveled Bonus Offer on XX/XX/XXXX and funded the account with {$55000.00} on XX/XX/XXXX. I met the requirements of keeping the balance above {$50000.00} to qualify for the {$450.00} bonus. The bonus was supposed to be paid to my savings account within 30 days of completing the required activities, which is either 30 days from XXXX or 30 days from XX/XX/XXXX. I contacted Citi via chat on XXXX and a representative named XXXX indicated I would receive the funds by XX/XX/XXXX. When I didn't receive the bonus, I had another chat, this time with XXXX on XX/XX/XXXX. He opened a ticket ( XXXX ) for me and indicated it may take up to 5 days to receive a response. I still haven't heard anything on XXXX. This savings account and my Citi credit card remained open and in good standing this entire time period. I've attached proof of the bonus offer, transaction history, statements and chat screenshots.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45044
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-04
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I have been trying to dispute this account multiple times and have not received the proper updates. The dispute started in XXXX of XXXX and it still has not been reflected in my credit reports from XXXX and XXXX as being disputed. This is a violation of 15 U.S. Code 1681s2 - Responsibilities of furnishes of information to consumer reporting agencies- ( XXXX ) as the account was not noted as being disputed within XXXX days. Additionally, 15 U.S Code 1681a ( 2 ) ( A ) I states that transactions should not be included in a credit report, but this late payment is still being reported, resulting in another violation of the XXXX code.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33610
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A