Date Received: 2024-01-30
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Several charges were posted against my Citi credit card ( ending in XXXX ). These include : XXXX # XXXX XXXX XXXX DE, for {$100.00} on XX/XX/XXXX XXXX XXXX, XXXX DE, for {$170.00} on XX/XX/XXXX XXXX XXXX, XXXX DE, for {$170.00} on XX/XX/XXXX XXXX XXXX, XXXX DE, for {$170.00} on XX/XX/XXXX XXXX XXXX, XXXX DE, for {$170.00} on XX/XX/XXXX I reported these as invalid/fraudulent on or about XXXX The card was cancelled and another one was issued ( current account ending XXXX ) After review I received notification from Citicards that 4 purchases were chip enable and since my card was not out of my possession these are not fraud. I have had this investigation reopened 2 times and am advise that it can not be reopened a fourth time. These charges probably represent gas purchases from the subject vendors and should have been flagged as suspicious. I do not believe I have been to those vendors in the past. I have certainly not been to them in several years. Furthermore I believe Citi is in error or deceptive stating the charges were chip enabled. Unless it is possible to counterfeit the chip technology there is no way that the charges could have chip enabled as the cards were in mine and my wife 's possession before and after those charges were encountered. Lastly Citi has not provided evidence that the charges were chip enabled, nor advised me of the time the charges occurred or if it mine or my wife 's card. At this time I don't have any of the needed information to refute there claims and the card is not providing the advertised fraud protection.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2024-01-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-30
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: Citibank credit card as today Send me statments in XXXX. I have paid both credit cards I full. For my surprise they send a new charges for XXXX with the insterest charges from the previous balante that was paid in full according with their bank statement send to me. XXXX XXXX : Due date of XX/XX/XXXX of {$7600.00} Paid on XX/XX/XXXX in total. Interested on XX/XX/XXXX {$100.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33064
Submitted Via: Web
Date Sent: 2024-01-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2022, we were victims of wire fraud ( for a purchase of a home in XXXX, ID ) that resulted in the loss of {$470000.00} from our personal bank account. This was a cash-sale of a home and there was no bank loan officer involved. The wire fraud happened via " fake emails '' from the escrow officer and realtor. We were emailed wire instructions from what appeared to be a legitimate XXXX XXXX email. The emails consisted of conversations with the realtor, wire instructions, and a receipt of payment. The emails and wire instructions had the correct address, company name, logo, escrow officers signature and our specific case number on all documentation. The documentation had our personal information on documents as well. ( The documentation had our case # XXXX on it, which I believe is a number assigned to our case by XXXX XXXX. ) There were no grammatical, spelling, or punctual errors in the correspondence on the documents, it was presented in a very professional manner. We were not notified of the wire fraud until XXXX XXXX -- 5 days after the event, when the escrow officer noticed that the money was not deposited into XXXX XXXX account. This was an alarming situation considering I had been texting her the day I wired the money. The texts consisted of me asking her the amount I needed to transfer and that I had sent the money and emailed her a confirmation. The escrow officer didnt notice that someone was hacking her or pretending to be her via email and asking us to send our money before the sale of the home. In her years of experience, I find it very lazy and negligent that this didnt raise alarm that I was texting about how much money to wire at least 8 days before we closed on the home. Our money has not been fully recovered and we do have some concerns we would like to address about the situation. We do not feel that XXXX XXXX and the representative for XXXX XXXX kept our situation confidential. According to your privacy policies and practices, XXXX XXXX is committed to respecting the privacy of their customers, but there were numerous occasions after this incident where we would be talked about by local banks, other title companies and even a couple realtors. It was uncomfortable and humiliating for us. We do feel that XXXX XXXX is guilty of sharing non-public information about us. The escrow officer who was responsible for our account had been texting me while I was wiring the funds ( to what ended up being a fraudulent account ). Is there a standard practice of operations for texting a client and not following through when money is wired? It was 5 days after we wired the funds that the agent finally reached out and mentioned she never sent wire transfer information and asked me where I sent the money? I do believe this an act of negligence and that if she had been paying attention, maybe we could have recovered our stolen money. By the time we were notified that all the conversations via email and transactions were fraudulent, the money had been dispersed to multiple banks and payment methods. The scammer that submitted the fake wiring instructions had our XXXX XXXX case number for the purchase of the home along with a lot of our personal information that came from XXXX XXXX. Is this not a breach of information on XXXX XXXX behalf? How did the scammer get our information and case number? This is a case number assigned by the title company. I have enclosed the fake wire instructions with XXXX XXXX logo, company header, and our case number on the documentation. We do feel that XXXX XXXX is at fault for the negligence of keeping our information safe, not reporting valuable information within a timely manner and disregard when it came to following up on a large sum of money being sent to the escrow company. In addition to the Escrow Company being negligent, we are having a hard time contacting Citibank regarding the funds that they put on hold from the thief of our money. After law enforcement was notified, they found our money was deposited into a Citibank account where the money was distributed via cashier 's checks, money orders, and other accounts. When the Deputy assigned to our case notified Citibank, they said that they were working on getting as much money re-called as possible. We are still waiting on communication regarding the money orders that were sent overseas. They had also put a freeze on the account holders ' account because it still had some of our money in it. We did get back some of the money but we are still waiting on {$180000.00} to be returned back to us. Last communication with Citibank ( through the Deputy ) was them waiting for cashier 's checks and a XXXX XXXX Account to credit the funds back to them to redistribute to our account. Any information would be greatly appreciated..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83442
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have XXXX dollars in bank account and they refuse to give to me because they couldnt get me verified. I have given social security. DOB, address, drivers license, security code and they called my phone and I provided a code. They said none of my informations matched their system but when they hung up on me, the next person said it was correct. I waited XXXX weeks for paper to come to address on file and provided the reference code to unlock account and they said it still wasnt good for them. I told them that this is fraud that they are stealing my money and I seek damages as well since Im having to deal with this. This Citi bank is fraud and they are stealing my money. XXXX trying to get my money that is in the account back and I am done with this scam company. They will not give me my money back. XXXX weeks now Ive been trying. Today is XX/XX/year> Citi bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 380XX
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
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 had prebooked XXXX XXXX car from dealer XXXX XXXX XXXX XXXX located in XXXX, NJ. Amount of {$2000.00} was paid as refundable deposit on XX/XX/XXXX using Citi Visa Card ending XXXX. The car manufacturing was delayed by XXXX XXXX until XXXX and I ended up canceling my booking in XX/XX/XXXX. XXXX XXXX processed refund in the amount of {$2000.00} on XX/XX/XXXX to my Citi Visa Card, to the same card that was used to make the booking. A copy of the credit card refund transaction batch processing has been provided by XXXX XXXX as a proof that the refund has been processed from their end. On about XX/XX/XXXX I saw a {$2000.00} pending credit on my Citi Visa Card online account from XXXX XXXX. That pending credit transaction vanished the next day. I followed up with XXXX Customer Service inquiring about the credit and was advised that it was normal process for pending credit to disappear, to give it a week for credit to be posted into my account. It has been more than 3 weeks since XXXX XXXX processed credit and I have not yet received it. I have followed up several times with both XXXX XXXX and Citi Customer Service. On XX/XX/XXXX I met with XXXX XXXX XXXX in person at their dealership. I was assured that they have processed the credit and amount of {$2000.00} has already been debited from their account. I called Citi Customer Service in XXXX XXXX 's Accountant presence, and we ( XXXX XXXX, Citi Customer Service, myself ) discussed on speaker phone about who is holding the money. There is not outcome yet and at this point neither XXXX XXXX nor Citi Visa Card can provide an update on where is the money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08879
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/XXXX I placed a SINGLE online order on the HomeDepot.com for 58 items. The total was {$2300.00} and had a single order number of XXXX. I used a promotional code for 0 % APR for 24 months on purchases over like {$1800.00}. However they broke the entire transaction down in multiple transactions to avoid the promotional rate. The Home Depot website shows a single order but their credit card shows multiple smaller transactions. They spread the transactions out over XX/XX/XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32724
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I tried to add my credit card to XXXXXXXX XXXX XXXX i was told i needed to call to verify my identity which i did by providing my 'secret word ' that i setup when i got the credit account years ago. They then asked for a phone number to text me a verification code, which they didn't do and instead said they needed a second phone number to text me at also. i provided them two phone numbers at which point the customer service rep told me i needed to provide more phone numbers. I don't know how many phone numbers they think people have or that i need to provide, but two phone numbers is more than enough. they then asked me to give them my bank account numbers. when i tried to ask why they are asking for so much information from me when i've had the account with them for years, they went silent and refused to speak. i hung up and called back. I got a different customer service rep who told me that my account was now locked and that they would no longer be providing me any customer service. I asked to speak to a manager or supervisor and was told that there are no managers or supervisors working and that i'd have to wait up to 48 hours for someone to maybe call me back. i tried asking why they won't just verify my identity and why they're making me jump through all these hoops and they refused to answer me or provide me any answers. i then told them to go ahead and just cancel my credit card since they don't want me as a customer and they refused to cancel my credit card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76201
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I am here to file a complain against Citi bank in CA. The situation is as follows : In XX/XX/year>, I closed my XXXX XXXX XXXXXXXX XXXX account for XXXX XXXX XXXX and received a cashier 's check for USD XXXX. In XX/XX/year>, I opened a new account at Citi Bank under the same company name and deposited the check into the corresponding XXXX XXXX XXXX account at Citi. I also transferred USD XXXX from another account into this company account, bringing the total to around USD XXXX. However, on XX/XX/XXXX, Citi Bank closed my account. After waiting for three months, expecting them to issue a check for my company, there has been no response. Despite repeated communications with Citi Bank recently, they refuse to issue a check, even though they have already deposited the XXXX check into their account. They are asking me to request XXXX XXXX XXXX to ask Citi Bank to return the check to XXXX and then have XXXX issue a new check to me. I have consulted with XXXX and they do not handle any matters related to closed accounts. I wish to file a complaint against Citi Bank for this unreasonable request for the following reasons : I had already deposited the check at the counter. Citi Bank did not raise any objections or contact me about any issues with the check after it was deposited, and the funds from XXXX had been transferred to Citi. The action now being requested by Citi Bank is illogical, as they have already accepted the check. I have attached the relevant documents following my account opening at Citi Bank. These include : Documentation showing the checking account number for the company account opened. Details of the check amount I deposited. The letter from Citi Bank notifying me of the account closure. A photocopy of the XXXX check I deposited into the Citi Bank account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91780
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I has sent CITI Bank a Notice surrendering my negotiable instrument for redemption back in XXXX of 2023. The instrument has a restrictive endorsement with pay to the order of : Citi Bank. I had informed my right to OPT OUT from the company 's ability to report my personal transactions to the 3rd party credit agencies since they were reporting my transactions on my consumer credit reports. After sending this Notice the bank closed my account and even though they responded as to why they took that decision I believe they were in wrong. I has tendered a lawful form of payment yet they refused my payment and did not credit my account. They have kept my instruments even thought they are refusing to credit the account. Their SEC filings Clearly state how my application for extension of credit is turned into an Asset backed security, they are surrendering my instruments for redemption, they are securitizing them, transferring them, trading and selling them. I have send them a 2nd Notice together with a new negotiable instrument. They have yet to respond to this notice but my account continues closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92344
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
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: To whom it may concern, I am writing in hopes that someone can take the time to investigate this situation for me as it has been one of the most difficult situations I have ever delt with as a consumer in my life. Although I understand the process being in this field in my professional life, the way my situation was handled by Macys was nothing short of ridiculous. I cant say I have ever been treated so poorly and given so much misinformation dealing with an issue in my life ; the agents made me feel like I was trying to get something for nothing when, in actuality, I paid for something and got nothing from the merchant in return. I would like someone to please investigate this - I needed to contact Macys .COM 14 times and used the chat function multiple times ( attached screen shots ) before being told I am just out of luck and its your word against theirs at this point. Here is my situation : I ordered 3 items total from Macys ; each were different styles of 22-inch gold chains from Macys. ( order number XXXX ) 1. The Italian gold XXXX XXXX XXXX 22 chain Necklace ( 3mm ) in XXXX gold ( sale/purchase price {$620.00} + tax and shipping ) was delivered in a single box by XXXX around XXXX and handed to me in my driveway as I was outside hanging XXXX lights at the time of delivery. I brough the box directly into the house and when I opened it, I found 1 velvet black jewelry bag ( picture provided ) with one 22 Cuban chain inside of a small zip lock bag. 2. The 2 other items were not included in the box : ( {$1200.00} + tax and shipping ) being held liable to these a. 1 Box Link 22 chain in 14k gold ( sale/purchase price {$750.00} + tax and shipping ) b. 1 Rope Link 22 chain in 10k gold ( sale/purchase price {$450.00} + tax and shipping ) The very next morning I called to report this issue as noted on my account. Again, working in this field I had all the faith in the world that this would be taken care of quickly, but I was clearly very wrong. After what must have been 15 times calling in, 12-14 different team members, 2 different conversations with leaders in the .COM area telling me that I would not be liable as I didnt get the product, and 2 open disputes with the credit team, I was made to feel like a fraudster because there is no way that Macys didnt package my 3 items and send them to me. Throughout each of these various conversations, I was being told that within 24-48 hours of the time I called, I would be sent something via mail or email ; I never received anything until the XX/XX/XXXX resolution. I ensured I checked both my junk and spam email folders and even confirmed with the agent that my email was correct. I was even told by the second leader I talked to that she would personally call me back within 48 hours to let me know that is going on ; that call never took place. As you will see from the enclosers, on two different occasions/separate days, chat function agents tell me the amounts that I had disputed were resolved in my favor and I would see them on my next billing cycle ; you can see how this would make me feel like this issue was being handled and resolved appropriately. I was told also by a manager in .COM that there is no way I would be stuck with the balance because I never actually got the other two items and that it was being taken care of. Additionally, I was told not to make payments on my account as the balance for the missing items was in dispute and there was not a need for it ; this was incorrect - my balance was reported to the Credit Bureau after I was told that it was in dispute and would not impact my Credit Score. Unfortunately, my Credit Score has been impacted negatively - my score was reduced with the added balance by a total of XXXX XXXX since this dispute has been going on : XXXX XXXX ( XXXX points ), XXXX XXXX ( XXXX points ), XXXX XXXX ( XXXX points ), and XXXX XXXX ( XXXX points ). One of the biggest issues is, I was told my balance at the time of {$1300.00} was in dispute but that balance was reported to the Credit Bureau and Regulation Z states when there is an open dispute this information should not be shared with the Bureau. This is why I knew something was not being communicated correctly with my account when my credit started to go down. Because I know misinformation can happen, I paid my MinDue ; if I hadnt, I would have had to deal with a payment being missed and reported as late ( which would have been the first time in my payment history on any card ) on top of everything else that was going on. The last time I talked with a leader in XXXX she told me that there was nothing else that could be done because once the XXXX team closes the case that is the final result no matter what is said or who I talk to. This means Macys is holding me accountable to {$1300.00} balance ( I already made a {$30.00} payment for this ) on the account for items that I was never shipped with the expectation that I pay on that amount or suffer the consequence. Ive included the resolution letter I received from Macys on XXXX XXXX, XXXX, that speaks to the full amount of my order being in dispute and the letter references the merchandise not being returned- this isnt true - on XX/XX/XXXX, Macys sent me confirmation # XXXX ( also attached ) of the Italian gold XXXX XXXX XXXX 22 chain Necklace ( 3mm ) in 14k gold ( the one item I did receive ) being returned and noting the {$670.00} return amount. If you look at the attachments I sent, Ive never asked for the full amount of the order to be in dispute as I received one of the items ( and returned it ). What I did ask for was the {$1300.00} which was the cost of the two items that I didnt get including shipping and tax ; this was discussed via phone and .COM chats I have attached ; if Macys looks at their notes on the account and listens to the phone calls, they will see how poorly this was handled at each step of the process. What I would like to happen here is Macys taking ownership of not sending me the products that I had ordered and refund my Macys American Express Credit Card the full amount {$1300.00} that included the {$30.00} payment I have made to date for this and any other payments for the MinDue that I will be making as my statement date is on XXXX. Again, working in this industry, I find this situations outcome to be unbelievable. I had thought about just dealing with it and moving on but simply put, its a lot of money and its just not right. I have been a Macys guest for a long time, I had a store card open for XXXX years before it being closed due to inactivity and when I figured that out, I opened another one right away. I know there are fraudsters in the world and try to take advantage of situations like XXXX XXXX deals and the time of the year, but I am not one of them. As mentioned previously, I have been a leader at XXXX for 20 years and for the last 7 years I have been leading a team with XXXX team members that do this exact process daily and although I know there are risks to writing off amounts it seems to be riskier sticking an honest consumer with a $ XXXX bill ; thats not good business! Personally, I find the worst part of this whole dilemma was onXXXX of the XXXX chains that I purchased but did not receive, was planned as a gift for my XXXX XXXX XXXX ( XXXX XXXX XXXX ) who was about to receive his XXXX XXXX XXXX XXXX my wife and I were excited to find this item on discounted pricing during the XXXX XXXX sale and wanted to do something special for this important event. Unfortunately, we ended up having to get him something else last minute as my funds were tied up on this card due to this issue. I should not have been held liable for items that didnt ship and told things were taken care of only to be lied to and held accountable to the balance on the account. I really hope this reaches someone that can help me, again {$1300.00} is a lot of money to me, but if this issue isnt resolved, it will result in Macys losing a consumer and cardholder because I will not be able to trust ordering online or feel comfortable spending money with a company that would do this to their customers. Please take the time to review my account, help me in this situation, and if anything, please provide feedback to the XXXX and Credit departments on this. There should be enough here to aid in some training so this doesnt happen to someone else when they call in with a similar situation. Thank you for your time and consideration with this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A