Date Received: 2023-01-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: CITI bank is keeping me from my own funds. I deposited {$250000.00} with them in XXXX to earn a reward offered for new savings accounts. On XXXX XXXX I began the process of withdrawing my money to invest it. I have spent hours verifying who I am with them on the phone. They asked a seemingly endless stream of questions and even said they must call me back in the middle of the call on an unrecognizable number that makes the whole experience feel very fraudulent and untrustworthy. They verified they could SEE the phone number from which I was calling but insisted that they had to call me on that number from a different number after which I was asked for the last four digits of my SSN. In a subsequent call, I asked a CITI rep whether the number from which I had been called from was a valid CITI number and the rep said the number was not a CITI number. Since I began trying to transfer my own money to the same bank from which it originated, I have repeatedly initiated phone calls to CITI with people who, while having difficulty speaking XXXX and sometimes having roosters crowing in the background, showed no empathy or concern other than scripted Im sorry for responses. Despite expressing being sorry, they subsequently engaged in hour-plus long phone calls that have been repeatedly dropped. After I correctly verified my 16-digit debit card number, PIN, last four of SSN, address, account number, purpose for the withdrawal, and so on, I incorrectly said that my wife was also on the account. I had to spend another hour to get back to that point with a different phone rep. To date, after 16 days of trying, I had one wire transfer go through ( the limit is apparently {$500000.00} per day ), Ive had one wire transfer get canceled for undisclosed reasons ( today after 75 minutes of verification ), and one is still pending despite over 1 hour & 15 minutes on the phone today before CITI dropped the call. After over two weeks, this bank has transferred only {$65000.00} of my {$250000.00} back to me. I need help. They mention that their concern is fraud protection, but it is my money. I have more than adequately verified who I am, and I am only trying to transfer it to the same legitimate bank account in my name from which CITI received the funds in my CITI savings account. They did not block my two transfers of {$100000.00} and {$150000.00} into CITI but they are unreasonably blocking my efforts to recover my money. PLEASE HELP ME
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 430XX
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: 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: My Father was compromised with Citi bank CC twice. I am his POA and his daughter. The first time I was not even aware since he was living on his own ( XXXX ) and he called them on his own. They took care of the fraud and I think sent another card. By the time I found out we were together in a dollar store and his card was declined for a mere few dollars. We immediately called roughly around XXXX XXXX. After talking with fraud department, card was shut down and told us not to worry. Since the charges were so many, around {$12000.00}, we were told since he is a long time customer, check off his charges and send a check. The rest was going to go to fraud and taken care of. This was also to be expedited. We did as told, and sent a check for {$500.00} on XX/XX/XXXX and even enclosed a note to remind them. ( why his card was not red flagged immediately I will never understand ). We continued to receive bills but were told when I called that it was computer generated and assured it was being taken care of. We then received a letter about the dispute that we were not responding therefore closing the case. I called and re-explained that I was handling this and POA and he was now in assisted living and hard of hearing. Long story short, I have dated and documented all my calls. One call told me the charges were being worked on to not worry. Another Call documented tells me it was zero balance and would see this in 3-5 days. I could not get into his online account and decided that I need not worry since I was already told it was Zero. XX/XX/XXXX, I received a letter of collections for {$7400.00}. I have copies of bill and told the collections this story and also submitted all that I could to show them that at XX/XX/XXXX years old his charges were minimal and they should clearly see this. He has no XXXX, no internet, and nowhere to go. I am honesty trying to clear this for him since he has been wronged, and here I am pleading for help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08037
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-25
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I contracted to purchase a new car on XX/XX/XXXX with a dealer. I got on the Citibank mobile app to transfer money from my savings account with them to my checking account at another bank. The system online kept asking me for a Debit card number and a PIN which I didn't have for my savings account. It was all done online. So I called Customer Service. I was locked out online. I called to reset the password and again was asked for the account number, debit card number and PIN although I could give them all other security information they needed to identify myself. I was hung up on twice. I was transferred between groups and until I could provide a debit card number and PIN they couldn't help me. After 4 calls and getting bounced around, I hung up and tried again that evening. Same thing. at some point on Saturday, I got reinstated online but couldn't see the account at all. I called again. and same drill. I need the account number. I tried to explain that I couldn't give that because I had no visibility online to the account. On Sunday XX/XX/XXXX I tried again and they finally got the savings account linked to the credit card account so I could see it online. They insisted I order a debit card ( remember this is a savings account ) and pay for them to overnight it. I ordered it for overnight delivery. I received the card on Monday. No PIN with the card. No way to set up the PIN online. I called customer service again to help set up a PIN. 3 calls it took for them to help set up the PIN. Mind you, each time you call, you repeat the same information for verification and you receive a text message with a code to input. When they transfer you to another group, you repeat this again and again. I finally got a PIN on Monday and guess what? they locked me out online again. I had to call customer service again to unlock the online account. After being bounced around to different groups, my account was unblocked and I tried to transfer $ to my outside checking account. It had an option for Instant Transfer through XXXX. I verified the bank account, routing information, etc. It failed 3 times. I called customer service again. The agent walked me through the process. It allowed me to transfer {$500.00}, then I transferred {$20000.00}. Again, it was supposed to be instant. This was on Monday XX/XX/XXXX. It's XX/XX/XXXX and the money is taken out of my savings account and has not dropped into my XXXX XXXX checking account. It's in pending status. I called again today and they told me it's a 2-3 day process. I asked why because XXXX is instantaneous. She was rude and told me there was nothing she could do. I hung up on her. The agents are not in the US, they are reading from a script. The system is either not transferring the customer information from one group to another and having to repeat the same information to verify who I am is relentless and frustrating. This experience with Citibank banking is horrible. They keep telling me to go to a branch office. There are no branch offices. They are very quick for you to send them money, but not willing to release it when you need it. I feel it's fraudulent in the way they are stalling and creating obstacles to keep the money at Citibank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75035
Submitted Via: Web
Date Sent: 2023-01-25
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 I got a statement in the mail saying that I owed over {$3900.00} due to several purchases made on a new Best Buy credit card. Someone fraudulently opened this account in my name after a security breach, so I filed with the credit reporting agencies, XXXX XXXX, and Best Buy. The statement lists the purchases as having been made on XX/XX/XXXX for {$1700.00}, XX/XX/XXXX for {$850.00}, XX/XX/XXXX for {$990.00}, and on XX/XX/XXXX for XXXX in XXXX. The first XXXX look like computer purchases while the fourth is listed as " XXXX ''. Best Buy opened an investigation and on XX/XX/XXXX Best Buy sent me notice claiming that I had benefited from the fraud ( they had no evidence for this claim ) and demanding I pay the balance on the closed account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98112
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: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I opened a checking account with CitiBank pursuant to a promotion. The promotion basically called for me to deposit {$50000.00} within a certain time, and then keep the money in the account for a required period of time. If I did this I would receive a {$700.00} bonus within a certain time. I satisfied the requirements and waited for several weeks past when the bonus should have been deposited. It was not. Finally, about a month ago I called Citi, They admitted that I had satisfied the requirements, but there must have been some problem on their end. They said to wait until a certain date and I would be notified. I was not notified so I called back. Thus began a period of time about a month long where they would always say they needed 5 or 10 extra days. I would call back on the designated date because I had not received the money and they would put me off again. This happened again and again. The most recent date they gave me was today ( XX/XX/XXXX ). No money again so I called back today. Again they acknowledged that I had met the requirements, but wanted 5 additional business days. I need help to get this money that everybody agrees I am owed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38506
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-26
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened up this checking account on XXXX XXXX, 2022, for the bonus promotion. I deposited {$50000.00} 2 weeks later and held the deposit in there for over 60 days ( which was required to get the bonus ). I should have received a {$1000.00} bonus per the terms and conditions of the bonus but I have not received anything yet. Please credit my {$1000.00} bonus as the terms stated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
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: 2023-01-26
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened up this checking account on XX/XX/2022, for the bonus promotion. I deposited {$75000.00} on XX/XX/2022 and ever since have held the money in my checking account.. I should have received a {$1000.00} bonus per the terms and conditions of the bonus. I still have not received the bonus. Please credit my {$1000.00} bonus as the terms stated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10465
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: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I received a targeted offer to open a Citi Priority Checking account with the Member AA Miles Checking Offer. The account was opened on XX/XX/XXXX and I received a " Congratulations '' email on XX/XX/XXXX to confirm my enrollment in the offer. To earn the AAdvantage bonus miles of XXXX with a Citi Priority account, I had completed the {$750.00} in Qualifying Citibank Debit or ATM Card Purchases and made 1 or more Qualifying Bill Payments for 2 consecutive calendar months. The bonus should have been credited to my account within 30 calendar dats of the date I completed all required activities so long as my account remained open and in good standing until I received the bonus. I completed the outlined activities by XX/XX/XXXX by spending $ XXXX with my Citi Priority Debit or ATM Card and XX/XX/XXXX I made the second consecutive Qualifying Bill Payment. I contacted support over the phone in XXXX to check on the status of my bonus- as 30 days had elapsed since the completion date of XX/XX/XXXX - I was told that I should expect the bonus to post 60 days after the end of the promotional period. The promotional window was for 60 days, which would mean if I opened my account on XX/XX/XXXX the 60 day period would end on XX/XX/XXXX and allow 60 days processing time to target roughly XX/XX/XXXX. I patiently waited until well after the estimated timeframe and reached out to Citi bank via their secure chat feature on XX/XX/XXXX. I had a very pleasant experience with a representative who confirmed I met the qualifying activity and they would submit a request to have it investigated and credited to my account. I was told to expect a response via the secure message center within 5 business days. I most recently reached out to Citi via the secure chat function on XX/XX/XXXX and asked about a status update. I was told that it was a different department and that I would be contacted when they have completed the investigation with no timeline given on when to expect a response ( at this point I'm guessing much more than 5 business days ). Given my patience and persistent attempts to get a resolution from Citi Bank, I am filing this complaint as the bonus offer was not fulfilled on their end per their advertising.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92782
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-25
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Citibank wrongfully closed my checking account that was in good standing, on XX/XX/2023 with a balance of approximately {$6200.00}, for no reason. We spoke to many representatives from Citibank, both in the branch and at the numerous phone numbers each Citibank representative provided, and no one knows why the account was closed. Aside from that, this checking account is my sole account and the only income I receive is from my monthly social security benefits that get direct deposited to this account, which I will not receive as a result of this account being wrongfully closed. Aside from this, my Citi credit card that is scheduled for bill pay at the end of the month will not be paid and this will impact my credit. In addition, Citibank didn't even send one letter, email, or even make one phone call to me notifying me that the account will be closed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 110XX
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-25
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/XXXX I purchased a dishwasher at XXXX XXXX store and applied for finance. I received the credit card and purchased the dishwasher, and paid nearly {$200.00} extra for delivery and installation. The company has botched everything from day XXXX of this. When the delivery guys came they told me they couldnt install it, left it on the outside back porch, and said a plumber would call to schedule installation. The plumber strung me along for XXXX days, saying they could come to install outside of my work hours, cause I cant take work off for this. XXXX days later they called to tell me the hours a plumber could come and install which was during my work hours, I told them it was unacceptable and decided to return it since XXXX XXXX lied to me and the plumbing service XXXX XXXX lied to me on several occasions on their abilities to install a dishwasher either on a weekend, or after XXXX XXXX on weekends. Yesterday I initiated the return process, and am scheduled another week out on XXXX. I have told them countless times I wont be home till XXXX. And last time they delivered it an hour and a half before the window given the night before. I was told by their XXXX number that the refund and credit card account closure cant happen till they pick up this item Considering this whole fiasco has taken nearly a month and wasted so much of my time, I DO NOT trust them to get this picked up, and refunded, and completely closed before the due date of the bill, affecting my credit score.
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: 2023-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A