Date Received: 2023-01-28
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: In late XXXX, XXXX, I opened my monthly Home Depot account statement with a closing date of XX/XX/XXXX and discovered two charges on XX/XX/XXXX that I neither made nor authorized. The first charge was in the amount of {$1000.00}, the second was {$1200.00}, for a total of {$2300.00}. I immediately contacted Citibank, the card issuer, to report the charges and request a fraud investigation be conducted. I also directed them to close the account. I was advised in one of several subsequent conversations with Citibank 's Fraud Department representatives that the charges were made in " the XXXX ( TX ) area '' ( I live over XXXX miles from " the XXXX XXXX '' in a town north of XXXX, TX ) but they could/ would not tell me which store ( XXXX ) the purchases were made in, nor could/ would they tell me what was purchased. Incidentally, in-store and on-line Home Depot purchases are shown in the Home Depot app for at least 2 years - mine currently shows purchases made back to XXXX, XXXX - and these two purchases are NOT shown in my purchases history. A couple weeks ago, I received a letter from Home Depot Credit Services dated XX/XX/XXXX advising me that their fraud investigation was complete, that they were rejecting my claim of fraud, and that I was responsible for the {$2300.00}. There was no justification given for the decision beyond " the facts and/or information reviewed ... does not substantiate the claim of unauthorized use ''. This is a terrible decision and I, an innocent consumer and long-time Home Depot customer who has spent many XXXX XXXXXXXX there over many years, am now being held responsible for purchases I neither made nor authorized. I have no reason - financial or otherwise - to purchase or authorize purchasing of items from Home Depot and then claim I didn't. Their decision is baseless, unfair, and frankly insulting. After receiving the XXXX letter, I've filed a police report with my local police department as well as this complaint with the Consumer Financial Protection Bureau in the hopes that Home Depot / Citibank will reopen and reconsider this grossly unfair decision.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78633
Submitted Via: Web
Date Sent: 2023-01-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-28
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: It says I have a XXXX credit limit on my Best Buy card But then says I have no available balance & have spent XXXX on it. When I called to ask what it was about, the account was conveniently closed today & they can give me no reason behind it. I have been sitting on the phone for almost an hour waiting for a supervisor to answer & tell me whats going on but they keep saying they cant for privacy reasons.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 805XX
Submitted Via: Web
Date Sent: 2023-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-29
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Have been having major issues with Citi Bank with my credit card since XXXX of 2022. They recently closed my account due to XXXX payment being returned. When asking how do I dispute it they stated to me that I needed to wait for the closure letter in the mail, I stated that I had moved from CA to AZ so can we update my address and resend the letter they stated I need to wait for the letter to be forwarded. That they cant update my name to my married last name nor my address since the account has been closed. Finally I got the letter between XXXX XXXX about the account closure. I went ahead and did what the supervisor told me to do and mail back the letter with my supporting documentation that shows the bank account was still open in which I did the same day I got the account closure letter. On XX/XX/XXXX I called to see if they had received the letter since It had been XXXX weeks and I still hadnt heard anything from CitiBank via, Phone, email or mail. When I called in the representative stated they received the letter on the XXXX the same day I called in and that it will take them a couple of days to review it. I called back on XX/XX/XXXX to see if theyve come to a decision. When speaking to a representative she told me sir you need to wait XXXX calendar days for us to make a decision I told her well you guys got the letter on the XXXX so whats the decision? She then stated that I should have a decision within the next couple of days. XXXX to XX/XX/XXXX I got an email stated they are keeping the account closed since its been to long since the accounts been closed that I had 60 days for the appeal process. I called and talked to a supervisor and they said theres nothing they can do even though I turned in the documentation within the 60 days and theyre the ones who went out of there on 60 day statuette.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-29
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Store Name : XXXX Date of purchased : XX/XX/XXXX Total charges : {$3800.00} Promotional Interest Rate : XXXX XXXX for XXXX year ( expired on XX/XX/XXXX ) Annual Percentage Rate : XXXX XXXX Total balance after promotional offer : {$730.00} Current balance now : {$1700.00} Interest charged : {$990.00} Deferred interest charges : {$950.00} THIS IS TOO MUCH CHARGES! They did not disclose how they arrived this overcharged fees. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92126
Submitted Via: Web
Date Sent: 2023-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I have had Citi bank and have had no problems with them up until now on XX/XX/23 I made a deposit of {$4300.00} into my savings account via mobile check deposit. This check was from a XXXX which I have made multiple deposits from that same XXXX and the bank its associated with multiple times. Citi bank cleared my check on XX/XX/23 I went to the ATM pulled out {$290.00} ( plus a {$3.00} withdraw fee ) and then transferred {$300.00} into my other account through a different bank. A few ours later I went online to move money to my checking account which was - {$69.00} ( due to me losing my job and these funds were the only funds I have/had to make ends meet ) now to my surprise it would not let me log in online. I called and the customer support stated they had to transfer me to fraud, now the lady who answered the first phone call was very rude and told me I made a fake check and deposited it and they froze my account and going to close it since I attempted frauds and theyll send my funds to me in a check for in XXXX days! I told her what how was that a fake check its from XXXX XXXX from my XXXX, I told her I wanted to speak to a XXXX and then when I was transferred I was hung up on. I called back talked to another lady she called XXXX XXXX verified the check was legitimate and emailed the back office in an urgent email that the check was real and to in freeze my account. The next morning when I called I spoke to a lady and she said they are closing my account there is nothing I can do about it but wait for my funds and that they did this because my checking account was negative, I told her I had over {$4000.00} in my savings they could have asked me to move the money over to my checking account if it was going to cause all of these problems I told her I wanted to speak to someone higher she got me with a supervisor and he told me they will not release my funds and Ill have to wait when ever they can get to it to send my funds to me I told him Ive been told different answers on why they did this he said youll receive a letter I cant tell you why then I told him I wanted to speak to someone higher up and he began to say they are too busy and cant talk they will call back, I have not received any call backs from anyone and at this point they had no reason to freeze my account all I want is to have my money and they can have the {$69.00} to make the checking account {$0.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79107
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Citibank informed me my account was inactivated. Mode of contacting me was via Online message sent to a messaging account that has no obvious notifications. Notification has now disappeared and is unable to be viewed. Ive asked for it to be re emailed and they state they can not so this. They said they inactivated my savings account for inactivity ( in the form of transactions ). I have been depositing money personally monthly and sometimes twice monthly for the past two years and have accumulated XXXX dollars. Because my account is inactive I am unable to withdraw money to buy a house. My options when I found out two weeks ago that my account had been inactivated was to 1. Visit a branch ( which does not exist in the entire state of Texas where I live ). 2. Send a notarized letter with my name on it and social security to a branch in XXXX XXXX Texas. I was told by multiple employees at Citibank and managers that after receiving the letter my account would be reactivated the following business day. I spent XXXX dollars notarizing and overnighting a letter on the XXXX of XXXX to the address provided by Citibank. It was received at XXXX on the XXXX of XXXX. I have called everyday since for an update. I keep getting the run around and no one can tell me anything on my account. They simply keep telling me that it will be one more day, one more day, oh actually 2 weeks. I have talked to multiple managers and employees and all have a different story. Apparently the branch that controls the processing of letters does not have a phone number and so the employees over the phone can only contact them by email to check my account. I never get an answer if their emails were ever read. I am trying to buy a house and use my savings to do it. This is ridiculous and should not be allowed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78526
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
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 purchased XXXX acrylic prints for my wife for our anniversary. I paid through XXXX using my credit card. When I received the prints they were damaged and I requested a refund through XXXX. This went nowhere, so I contacted Citi to step in and resolve the matter. I submitted images to Citi showing the damage and their 'investigator ' resolved the dispute and is holding me accountable. How is this possible? I paid good hard earned money for an item, and I received something not as advertised. They had damage, so much so that you can not hang them on a wall or look at them. I am requesting that Citi do the ethical thing here and resolve this dispute in my favor for paying for and receiving damaged items. If the merchant wants the damaged items back, they can send me a prepaid shipping label and I will gladly send them back, but I refuse to come out of pocket to mail these things back to XXXX. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: In XX/XX/XXXX I received a notice from XXXX that a request to change my address was initiated and I needed to verify that this was accurate. I contacted XXXX and indicated I didn't apply for a change of addressed and filed a report. XXXX XXXX XXXX XXXX XXXX XXXXXXXX I XXXX a notice from XXXX XXXX XXXX that my account was being closed due to delinquent payments. I contacted XXXX XXXX and notified them that I never had a XXXX XXXX account and filed a fraud claim. This situation is currently being investigated by XXXX XXXX. On XX/XX/XXXX I received a notice from Citi bank that they were closing my account due to non payment. I contacted their fraud department and indicated that I never opened an account and this is currently being investigated by Citi bank. As a result of these fraudulent activities I opened an account with XXXX to check my credit history and current status and found that both the XXXX XXXX account and the Citi Bank were listed on my credit report as being closed and delinquent with sums totaling over {$32000.00}. and my XXXX XXXX dropped to XXXX from XXXX. XXXX is currently investigating the fraud claims with XXXX XXXX and Citi bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 02905
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I recently experienced fraudulent transactions on my ATM debit card As a result, I submitted a reimbursement request # XXXX. I am writing to appeal the decision to deny my reimbursement of the transactions below.My bank rejected the fraud reimbursement stating that I was likely responsible for the transactions. This is absolutely false as I have proof that I was nowhere near the locations of these withdrawals. Withdrawal Date : Withdrawal Amount : Location : XX/XX/2023 {$100.00} Non Citi ATM XXXX XXXX XXXXXXXX XXXX XXXX XXXXXX/XX/2023 {$100.00} Non Citi ATM XXXX XXXX XXXX XXXX XX/XX/2023 {$23.00} Non Citi ATM XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/2023 I made an opening deposit at Citibank, I utilized the mobile banking deposit feature. I deposited XXXX XXXX XXXX money orders in the amount of {$500.00} each. On XX/XX/XXXX I woke up and find the checking account had been restricted. When I called customer service I was told the account had been referred to the fraud department for possible closure. I was transferred to the fraud department and assured when the money orders cleared my account access would be restored. XX/XX/XXXX, I could not log into my online account anymore at all. I called customer service and was transferred to fraud and told my account had been closed. The reason I was given is that the money orders had been altered ( they hadnt ). I spent multiple hours on the phone and was told my only option to possibly have the account closure rescinded was to go to a Citi bank branch ( a XXXX XXXX XXXX from where I am, or a flight ) and bring the money orders and receipt to prove the funds are valid and they will consider rescinding the closure. I have called XXXX XXXX personally and verified the funds were deposited at Citi with a date of the XXXX. Citi is telling me it takes 6 days on their end to know if the funds from money orders will clear or not. But they closed the account after 2 days and their only solution is for me to fly to a branch and they might reconsider account closure? Ive spent multiple hours on hold for a supervisor and I have asked for supervisor call back - no one beyond entry level employees have spoken with me!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A