Date Received: 2023-01-26
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: XXXX I purchased a dishwasher from Best Buy on XXXX. It was to be delivered XXXX but because of a miscommunication with a third party delivery service it was finally delivered on XXXX, badly dented. I refused it and cancelled the purchase and credit card with Best Buy XXXX. The purchase was made by opening a no interest card issued by Citi card. Since I had already been billed, I contacted best buy to make sure the purchase and card were cancelled. A fellow named XXXX with the XXXX XXXX assured me that everything was closed. Then I started receiving phone calls from Citi card requesting payment, and that I as accruing late payments on a {$200.00} debt. When I contacted Best buy to figure out if a had this debt I was referred to Citi card, and was told that they couldn't find my account and to contact Best buy. A lady named XXXX ( XXXX XXXX member ) finally figured out by listening that I was being scammed and didn't owe anything and the account was closed. The scammer calls and asks the same questions that Best buy customer service members ask, except that they push to get the first XXXX digits of your credit card, not the last XXXX. The accent of calls are foreign sounding and callers are male and female.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85621
Submitted Via: Web
Date Sent: 2023-01-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-26
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: We were charged {$1000.00} on XX/XX/XXXX at the XXXX store on XXXX XXXX in XXXX, NH. The credit card company refuses to acknowledge that this was fraud. They can't tell us what was purchased for that amount. They never fully investigated the charge. They refuse to help us because they say that it was us because the credit card never left our possession. Obviously there was a skimmer or some other way the thief was able to get our number. The credit card company denies that a charge can be made without physical possession of a card. We have been stellar consumers with this company for more than 22 years. We are both in our XXXX on XXXX and there is no way we would charge that large an amount as we both have prescription insurance. Also, the credit card company never communicated with us about that large and unusual charge, they just let it go through. They have denied our claim based on the fact that the credit card never left our possession. We are out that money now. I need to know how we can fight this judgment. They wouldn't reopen this dispute. Earlier in the day I had charged {$17.00} at that store. I can prove I wasn't even in the vicinity of this store when this bogus charge appeared.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34109
Submitted Via: Web
Date Sent: 2023-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-26
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 vehicle broke down and I had to have it towed to my home. We have XXXX XXXX for insurance but I had a XXXX XXXX XXXX XXXX stop to try and help and he recommended going with a local company rather than directly through them and then having the local company provide an invoice to be reimbursed. I searched for local towing companies and chose XXXX XXXX. In speaking with them, they primarily communicated through text messages and wanted my credit card number provided that way. I chose to pay an upcharge with a promise that the driver would arrive within a XXXX minute time frame. They also promised to provide a detailed receipt/invoice to provide to my insurance company. It took much longer for the driver to arrive than the XXXX minutes. It was approximately an hour to an hour and a half. When it came to providing an invoice, they would only provided a piece of paper with a smiley face on it listing the total that was paid. It did not detail what the services was for, how many miles they towed us, etc. It was a very simplistic square recent. When we approached our insurance agent about the process of being reimbursed, she said that they would need an invoice and they began trying to contact XXXX XXXX for a copy as they had promised and should provide. XXXX XXXX would not answer the phone when they called. Our insurance office tried contacting them multiple times and when we began calling and texting and trying to leave messages, they would not respond. This went on for a period of weeks. As they failed to provide the services in a timeframe that was agreed upon for the price as well as failed to provide an invoice as promised upon agreement to the services ; plus, would not be even communicate with us when we attempted to get a basic invoice and detailed receipt, we disputed the charges on our XXXX XXXX XXXX The original charges ( XXXX separate ) were {$420.00} and {$100.00} which was the amount we agreed upon the day services were provided. Citi found us responsible after investigating the dispute and reversed their credit for the original charges. We did not argue this decision and decided to continue to try to fight for an invoice to provide our insurance company. It was the last charge we ever expected to incur from XXXX XXXX and we would never use their services again. On XX/XX/XXXX as I was going to make a payment in the Citi app I discovered there was a new charge made to my card that listed XXXX XXXX as the merchant. This charge was for {$640.00}. I immediately called Citi and cancelled my card as we had not agreed to any services and I discovered that they had stolen my credit card number and used it in another transaction. I went through XXXX over the next couple days trying to get someone to help. Citi sent me back and forth between the fraud and billing dispute departments with neither of them wanting to take ownership. After speaking with multiple different people on different days, they decided the dispute should stay with the billing dispute department rather than the fraud department since we had used the merchant for services in the past. I felt reassured that this would be handled appropriately once the dispute was made and there was no way that we could possibly be found responsible for these new charges that totaled approximately {$120.00} more than the total that we paid for the services on XX/XX/XXXX. These charges were placed on our card right around XXXX months post them providing services to us and were totally unexpected. They truly had stolen my credit card information. This seemed easy to solve in our favor, right? Apparently not for Citi. On XX/XX/XXXX we received notice that out of nowhere, they had contacted the merchant and XXXX XXXX had magically decided to return the original charges of {$420.00} and {$100.00}. This seemed odd as these werent the charges that were straight up fraud but I thought the investigation was on the right track and Citi had discovered how big of frauds these people were. I also assumed the owners of XXXX XXXX got scared because we had also filed a police report. I felt assured that we would receive the {$640.00} back that was straight up stolen and as I said previously totaled {$120.00} above the amount that we ever agreed upon. On XX/XX/XXXX Citi sent us a letter saying they heard from the merchant and they were reversing our temporary credit of {$640.00}. I cant believe it. They attached documents that XXXX XXXX provided that include text messages from the day of the services that have been altered by the merchant. The text messages do not even include dates and the times of the screenshots are all different. They make up square receipts and provide those not signed by me and Citi is accepting the XXXX and finding us responsible. I now have the option of writing a letter to continue the dispute but I am so discouraged and astonished that I would have to take such measures! What kind of investigation did they do? Obviously the merchant responds and they just take whatever response they get and rather than trusting their loyal customers hold them accountable?! None of the totals including those from the original charges to the charges XXXX months later to the ones shown in their provided texts add up. The fraudulent charge was ran XXXX months after the date of the original services. Why did XXXX decided to give in to the original charges? This is easy to see! They stole from us! Why cant Citi stand up to protocol and their promise for their customer?!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37174
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: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Citi illegally and secretly cancelled my debt protection insurance with the company XXXX XXXX which was linked to my Sears mastercard. Citi is refusing to provide a reason for the cancellation and is refusing to reinstate it. I have been trying to get this resolved for at least XXXX years. The most recent rep I communicated with via XXXX is now ignoring me. When I emailed customer service all they could say was the insurance was cancelled in XXXX XXXX, however XXXX XXXXXXXX says it was cancelled in XXXX XXXX XXXX XXXX says they could not re enroll me but Citi claims they can. As the insurance is offered by the bank it is clear Citi is the one being dishonest and fraudulent. They owe me compensation for this insurance that was cancelled without my knowledge or permission.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 073XX
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: Card was charged for something you did not purchase with the card
Consumer Complaint: I have continued to be a victim of identity theft with Best Buy. I do not shop there, i have not purchased anything from this store in many years. Yet, this is another time someone has used my identity to charge items using my name. I have called Best Buy, and Citi bank recently for this new acct that appears to be in my name. I keep telling them it isn't me, and i don't shop there, to cease and desist. I filed a dispute with the credit bureau a couple mos ago too. The amount is now {$1100.00} not resolved. I asked them why they did not close anything with my name after the past id theft? I never will shop there!! I have been so upset over this company, and it has caused me too much ongoing stress. Please help me permantley resolve this Best Buy nightmare! I do not like this affecting my credit rating, as it is not my purchases!! ThankYou
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33071
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: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: Hello my name is XXXX XXXX, I have received a numerous letter in the stating I have been subpoena and have and have to show up yo court, but never gave a date nor time. The on Wednesday XX/XX/23 A man showed up to my house when I wasn't home. My wife answered to door and ask if I was home and my said " No '' the this unknown ( who never identified himself ) Stated ( to my wife ) " These papers are for XXXX he's been served " and then hands the papers to my wife. The man did threatened to freeze our bank account and garnish our wages. I then call the number provided and was answered by someone who claims to be a lawyer and he said if we didn't pay the debt they will continue to show up at our home and place of work. My wife and I are at a lost and we could really use some guidance. The name of the company XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX XXXX ) XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85022
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I need my money I deposit from citi bank my mistake was to upload my check via phone and know my account is freeze with the money I have there am not working and I got XXXX girls to take care off I need my money because is mine and am struggling just because the department so this is not my fault and I dont want a check for a close account I want my money know am tired of all banks do what they want to do thats not okay
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90044
Submitted Via: Web
Date Sent: 2023-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-26
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 and XXXX I was charged {$270.00} from XXXX Rewards. All three charges were in error and no purchase was completed from XXXX rewards. I disputed the charge from XX/XX/XXXX Successfully and received a credit from Citi. XXXX Rewards also refunded one charge on XX/XX/XXXX. This leaves one outstanding charge for {$170.00} that has yet to be corrected. However after Multiple attempts Citi has failed to even open a dispute for one {$270.00} charge from XXXX Rewards on XX/XX/XXXX I have spoken to MANY customer service reps on the phone who have al told me that they would open a dispute, yet one never gets opened. They say that someone will contact me within 10 business days. but even then I only receive a form email saying that my dispute from XX/XX/XXXX ( the wrong charge ) has already been resolved. Recently on XX/XX/XXXX I engaged their chat service for help and was told that a dispute would be open and that I would receive conditional credit within 48 hours. The following Tuesday I had still not received credit and in their online banking site the dispute is nowhere to be found. I contacted them again on XX/XX/XXXX to advise them that the dispute was not opened. The chat agent confirmed that the agent from the prior week did NOT open a dispute and said that they would get it opened. when asked for a case id they were not able to give me one but told me that I would again receive conditional credit and the dispute woudl appear online within 48 hours. It is now 48 hours later, the dispute has not appeared, and I am chatting with a third agent who I have no doubt will fail in the same way. I believe there exists some systemic issue because of their being multiple similar charges and amounts that the agents are not even able to open a dispute. I'm not even able to open it myself online ( which I normally can ). What is worse is there is not way to contact a person who can actually resolve the situation. The contact center agents have no escalation point that leads to a live person to communicate with so that I can properly explain the situation. Only a group that reviews the account in a vacuum and sends a form letter within 10 days that they call " Account review '' I would like for someone at citi to contact me personally, via phone or email, who can actually resolve this situation and not simply follow a script that has led to no resolution so far. Unfortunately if this is not resolved my best/only recourse is probably small claims court, which is a burden I should not have to undertake given the requirement that they properly investigate disputed amounts. I am enclosing my statement for the period with this additional context : During the same time period, when I was trying to transact with XXXX, I gave up and did successfully transact for the same product/price with XXXX. Unfortunately when trying to clear all of this up i opened a dispute for the XXXX charge in error. Therefore there are additional conditional credits ( and a corresponding reversal ) for XXXX for the same amounts that somewhat muddy the water. So I will clarify each of the {$270.00} charges on the attached statement. XX/XX/XXXX - {$270.00} XXXX erroneous charge from XXXX Rewards ( Yellow ) XX/XX/XXXX - {$270.00} Legitimate charge from XXXX Rewards ( Blue ) XX/XX/XXXX - {$270.00} XXXX erroneous charge from XXXX Rewards ( Yellow ) XX/XX/XXXX - {$270.00} XXXX erroneous charge from XXXX Rewards ( Yellow ) XX/XX/XXXX - ( {$270.00} ) Refund directly from XXXX Rewards ( Yellow ) XX/XX/XXXX - ( {$270.00} ) Conditional credit for mistaken dispute of XXXX Rewards Charge ( Blue ) XX/XX/XXXX - {$270.00} Reversal of conditional Credit from mistaken XXXX dispute ( Blue ) XX/XX/XXXX - ( {$270.00} ) Conditional credit for XXXX rewards dispute on XX/XX/XXXX ( Yellow ) It is clear in the statement that I was charged 5 times, and only refunded 3 times for a purchase I only made once. Leaving a single outstanding charge as needing to be corrected. I am also enclosing a statement from XXXX for the time frame in question showing that there is not a single {$270.00} purchase. And lastly I enclose a record of the last chat with Citi. Confirming their repeated failure to properly open a dispute when asked and even giving me old/resolved Case numbers when I attempt to ask for a new one. Along with a screenshot of my dispute center from Citi proving that the case number give was resolved. There is clearly something systemic that is preventing the chat and phone agents from properly handling a complicated billing issue of this nature. And no system in place to escalate the issue to a competent team when needed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32205
Submitted Via: Web
Date Sent: 2023-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-26
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2022, my representative, XXXX XXXX XXXX, acting on the basis of power of attorney No. XXXX dated XX/XX/2022, submitted an application for a money transfer on my behalf to XXXX XXXX. The transfer amount was XXXX XXXX dollars. The recipient bank is XXXX XXXX XXXX ( XXXX XXXX ). The recipient is XXXX XXXX XXXX. In other words, the transfer of funds was carried out from the account of XXXX XXXX, opened in XXXX XXXX, to the account of XXXX XXXX, opened in XXXX XXXX XXXX. To date, the funds have not been credited to XXXX. XXXX 's account at XXXX XXXX XXXX. XXXX XXXX engaged CITI BANK N.A. as a correspondent bank to fulfill the order. As mentioned earlier, the order dated XXXX has not been executed to date the funds have not been received by the recipient 's bank XXXX XXXX XXXX. The funds are in the correspondent bank of CITI BANK N.A.. XXXX XXXX. transferred his personal accumulated funds from his account opened with XXXX XXXX to his personal account opened with XXXX XXXX. I believe that CITI BANK N.A. unreasonably withholds my personal funds. Based on the above, we ask : To take measures to identify violations in the actions of CITI BANK N.A.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-25
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Account # XXXX has violated my Federally protected consumer rights to privacy and confidentiality under 15 US Code 1681. Additionally, I exercise my right to opt out of any and all authorization I, the federally protected consumer, may have given CITI whether it be written, unwritten, verbal or nonverbal to report my information to a non-affiliated third party, pursuant to 15 U.S.C. 6802-6805 and 16 CFR 313.7- Form of opt out notice to consumers ; opt out methods. ( f ) Continuing right to opt out. A consumer may exercise the right to opt out at any time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75211
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A