Date Received: 2023-01-26
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: XXXX Opened CitiBank Checking Account. XX/XX/XXXX Linked the CitiBank Checking Account with XXXX XXXX Checking Account. Both under my name. XX/XX/XXXX Transferred {$25000.00} from XXXX XXXX to Citi Checking Account. XX/XX/XXXX Received email stating that my debit card will be shipped. XX/XX/XXXX Received email stating that my account will be closed. Didn't have access to online banking during this time. Called CitiBank customer service, refused to disclose reason of closure. Unable to log in to online account after received debit card. Haven't heard from them and neither received the check containing my already transferred {$25000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98004
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: 2023-01-25
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I received message from XXXX XXXX concerning Conoco credit card threatening to take action against if I didn't pay card is under name which is my married from divorce in XXXX my name I no longer use and my social security # was used.the phone was XXXX, old phone #. Can not get any response online or by phone just say I have to pay.I have alerts at all credit agencies and am fixing to call bank I in no way am responsible for this credit card. retired drive a 20 year old car that barely runs help pleay
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: XXXXX
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: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: CREDIT CARDS OEPNED UNDER FRUAD : XXXX XXXX opened XXXX XXXX and closed XXXX XXXX. XXXX XXXX XXXX opened XXXX XXXX and closed XXXX XXXX. XXXX XXXX opened XXXX XXXX and closed as a XXXX XXXX in XXXX. CHECKING/SAVINGS ACCOUNTS OPENED UNDER FRAUD. XXXX XXXX opened XXXX XXXX XXXX opened XXXX twice XXXXXXXX XXXX XXXX XXXX XXXX CITI BANK CHECKING /SAVINGS XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34997
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-25
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: Citi Card and faulty charges that are not my charges and they keep adding them to my monthly charges when I have repeatedly responded to rebuttal letters from companies off the internet that I never ordered these products online. My email XXXX has been infiltrated with spam from companies saying I won a prize that will be delivered when I pay delivery charges after I answer their questionnaire. I spam these messages out and the email service - XXXX automatically remembers them and places them in spam. My spam folder is inundated with up to XXXX spam messages everyday. I clear my spam folder twice a day. Now, Citi Card is going to report this to the credit bureaus against my credit because I refuse to pay faulty charges. This has been happening for better than XXXX XXXX. If I can get a site where I can download my last response to them and it will show the products that they are claiming I ordered, but did not, it will show you the company which is using my card and claiming I am making these purchases when I would not even know what these products are used for - may understand what they are used for but do not have the knowledge how to use them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 440XX
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: 2023-01-25
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: RE : ESCALATION & COMPLAINT - Ongoing Financial HARDSHIP caused by Citibank Account Opening Compliance Process - Funds Frozen, Circular Messaging, Discrimination, Unresponsive Staff and Funds Not Being Refunded On XXXX I opened an online checking account with Citibank and was prompted to fund the account by electronic transfer. On XXXX, during the new account opening process, I transferred funds from a XXXX Account to the new Citibank account online and received a confirmation on the website. A few days later I received my Citibank Debit Card. On XXXX a letter was mailed from Citibank with a New Account Application # stating that I had to go to the nearest CitibanXXXX XXXX XXXX to verify information . On XXXX another letter was mailed from Citibank stating that due to a recent review of my Citibank profile I would need to visit the nearest Citibank branch or call Customer Service to update my address on file. I called Citibank numerous times from XXXX till today, XXXX, to try to resolve this issue and to try to understand why my account was flagged and what information I needed to provide to Citibank. Each time I spoke to a Citibank representative, I was provided different answers and eventually after being escalated to the Fraud Team after numerous requests, I was told that my account had been flagged after account opening due to the address I provided during account opening and that my funds were frozen. Eventually by the end of XXXX, after numerous frustrating calls where I was transferred between different teams repeatedly, I was advised by the fraud team that my account was as in the process of being closed. When I asked why, I was told that the address I provided during account opening online, the same address for which I have used for over the last 15 years as an ongoing Citibank Credit Card Customer and the same address which is on my Real ID, was not acceptable and that I would need to take my identity documents and proof of address to a Citibank branch for them to be verified by a banker in branch. After making an appointment online, on XXXX, I visited the Citibank XXXX Branch and met with a personal banker by the name of XXXX XXXX. XXXX XXXX advised me that Citibank branches to not do any identity verification and that the letters, call center and fraud team had advised me incorrectly by asking me to take my ID and address documents to the bank branch for account opening verification. I was very upset at hearing that Citibank branches do not provide address and ID verification services as I had been advised by letter from Citibank and by the telephone representatives that the only way to resolve issues with my account was to physically go into a bank branch with my ID and address documents, the closest of which is in XXXX, over XXXX XXXX from my home and caused significant hardship to reach on the day. Eventually on XXXX, XXXX XXXX agreed to help and I sat with him at his desk in the Citibank branch while called the internal Citibank Fraud team and discussed the situation. He explained to the Fraud Team that I was a customer who had opened up a bank account online, funded the account, had my funds frozen and who had been unable to get anyone in customer service to resolve the issues. He explained to the fraud team that he was looking at my XXXX XXXX XXXX XXXX my Social Security Statement, my Citibank Credit Card statements and my XXXX bank statements which all had the same address that I provided to Citibank during account opening. After much back and forth between XXXX XXXX and the Fraud Team, he advised me that the Citibank fraud team would be closing the account, despite me presenting my ID documents as requested, and that a check would be sent out in the next few days to the address I provided during account opening process in the same amount that I transferred to Citibank on XXXX when I opened the account online. When I asked why I could not be given a check from the Citibank branch as I was physically there in person on XXXX and had been trying to resolve this issue for months, XXXX XXXX advised that only the fraud team could clear the return of funds. I was quite upset with the fact that Citibank was closing my new account, had frozen my funds seemingly from the day I opened the account online but only right after I had transferred funds into the new account, and despite my long financial relationship with the institution I had received such a confusing and financially damaging response from Citibank. I requested that a formal complaint be raised about the account opening debacle as it seemed insane that a financial institution could engage in a duplicitous circular charade of getting customers to open up a bank account online, solicit and obtain deposit funds, turn around and claim that the address provided by the customer was unacceptable ( despite them using the same address with me as a Credit Card customer ), and then refuse to engage with the customer, either via phone or in person at a branch, in order to return the transferred funds. If Citibank deemed my account to be invalid, then why would the bank be holding on to my funds and refusing to refund it to me either in person, by mail or by bank transfer ( which is the method by which I funded the account )? At the conclusion of my meeting with XXXX XXXX on XXXX, he wrote up a formal complaint in my presence, submitted it via an internal system and assured me that it would be forwarded up the chain to be addressed. XXXX XXXX also assured me that the account would be closed and that a cheque would be issued and mailed to my address in the amount of funds transferred during the account opening process. Since XXXX, there has been no communication from Citibank by mail or telephone. On XXXX, I called the Citibank Fraud team to ask about the status of my account closing and the refund of funds transferred during account opening as XXXX XXXX had confirmed in-person at the Citibank branch on XXXX. I was advised by a supervisor called XXXX on XXXX, who initially claimed that he could not speak to me about my account repeatedly, that the account had not been closed and that the refund cheque had never been issued because Citibank would not accept my address nor would they provide any means by which they would refund my funds transferred. Despite me explaining the sequence of events since XXXX and the meeting with XXXX XXXX in the Citibank bank branch on XXXX and asking them to review the case notes and the formal complaint raised in branch, XXXX XXXX insisted that nothing could be done. It has been almost XXXX XXXX since I opened up this account with Citibank on XXXX and in that time Citibank has caused me significant ongoing personal and financial hardship through the following actions by : a ) Refusing to provide my account number to me which can not be obtained because they have frozen the account. b ) Freezing the funds that I transferred into the account almost immediately after account opening c ) Repeatedly claiming that my checking account was closed and then when queried stating that the account has not been closed d ) Refusing to accept the address I provided, which is the only address I use, and for which they regularly communicate with me on as a Credit Card customer, the same address on my California Real ID and on my Social Security statements e ) Refusing to discuss my account when I call in, claiming that they can't verify my details by asking for an account number which they have never till date, provided to me f ) Failing to respond the formal complaint raised on my behalf by XXXX XXXX on XXXX g XXXX Discriminating against me by refusing to explain why my account was flagged based on my address h ) Continuing to refuse to address this issue i ) Illegally freezing and holding my funds despite repeated requests both via telephone and in branch for my funds to be returned by Citibank. I am formally raising this complaint with the CFPB on XXXX regarding Citibank and the new account opening process that has resulted in my funds being frozen and no refund of funds transferred despite numerous repeated attempts to resolve this quagmire of an issue that has been created by Citibank 's circular and illogical fraud and compliance process that have resulted in no satisfaction. Please advise on what next steps should be to get this situation resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
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: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I recently paid the minimum due payment on a XXXX XXXX credit card ( not just a store card but instead it can be used for any purpose ) and I made this payment before the deadline. I have had this credit card for many years and I have paid at least the minimum amount due by the deadline almost XXXX % of the time over the years. On the rare occasion when a payment was late I contacted the company and soon made my overdue payment and any late fee that was charged. For this most recent payment my balance was just {$2.00} over my limit. Once I made my payment on time my balance was once again below the limit allowed, but in spite of this I just received an email from the company that they are charging me a late fee of over {$300.00} and my minimum payment due has also gone up by over {$300.00}! I called customer service and just got the run-around from the woman I was talking to in which she explained why I was being charged this outrageous amount. After I send you this form I am typing a letter and mailing it to the post office box for disputes about XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: XXXXX
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: Managing an account
Subissue: Fee problem
Consumer Complaint: ) XXXX XX/XX/XXXX, between XXXX and XXXX XXXX XXXX, I received three telephone calls to my cell phone from XXXX XXXX, the number for 24-hour customer service on the back of my Citibank ATM card. The person at the other end of the line identified himself as XXXX from Citibank and told me he was calling because of a suspicious attempted charge on my Citibank card ( my ATM card also works as a Mastercard ). He asked if I was traveling and had I just made a charge for {$300.00} and some change in Florida. I told him no, I was home in Oregon, and that I hadnt been traveling. He told me there were some other recent charges that he had better confirm with me as well. He asked if I had my Citibank ATM card in my possession, so I went to make sure I did. He pointed out that he was calling from the Citibank customer service number shown on the back of my ATM card, which I double checked was the case. He also read off the numbers on my ATM card with the exception of the seventh and final numbers, which he asked me to read back to him, saying that was part of Citibanks process of verifying a customer. He also said they wouldnt ask me for my whole social security number but asked me just for the last four digits. This was the only identifying information the man requested from me during the entire conversation. This XXXX said there was a {$5.00} transfer to XXXX XXXX via XXXX and asked if I had authorized it. I said I recognized XXXX XXXXXXXX the editor of a book Im working on, and that I had sent her money via XXXX earlier in the month but not a {$5.00} transfer that day. He had the amount of my transfer to her via XXXX from XX/XX/XXXX, which in retrospect is very concerning because I made that transfer from my XXXX XXXX account, not from my Citibank account. He said there was another one also scheduled for the day for {$900.00} and I said that was not authorized either. He said he was going to send a six-digit code to my cell phone that I should repeat back to him to give him authorization to cancel those transfers. The text he sent with the code came through on a number on which I had received previous codes from Citibank ( e.g., dating back to XXXX of this year ). He kept putting me on hold and asking me to wait for a few minutes, and I told him I had a guest who had just arrived so I needed to finish this soon. He kept indicating it wouldnt take much longer. He told me my Citibank account had been taken over, the password changed that day and the email and text alerts turned off, which is why he said I hadnt received prior notices from Citibank asking whether Id authorized those charges/transfers. He said there were transfers via XXXX to a XXXX XXXX and asked if Id authorized those. I said I didnt know a XXXX XXXX and certainly hadnt authorized any transfers at all. He told me that if I could call XXXX XXXX while he was on the line and get the six-digit code from her that was associated with the {$5.00} XXXX transfer to her that day, that he could make sure the charge was canceled immediately rather than having to be credited back to me down the road. I said I had no idea if I could reach her -- that she lived in a different time zone ( XXXX ) and it was late in the day -- but he indicated that would expedite things if I could reach her so I gave it a try. It seemed like an odd request and I told him it sounded like an unusual request. He wasnt insistent that I do it but indicated that it would help expedite canceling the transfers if I was able to reach her and get the number. He indicated he would hold while I was calling her so he could be on the line and I wouldnt have to call back. So I put him on hold and called and XXXX answered right away. She looked and saw a couple of XXXX transfers from me coming to her. She looked for a six-digit code in the messages to her and gave it to me and I repeated it to XXXX. XXXX expressed concern as weve been working together for a year and she is quite scrupulous and knew that I had no reason to be sending her the amounts her texts indicated she was to be receiving that day. Later on through the evening she texted me a couple of times indicating she was receiving even more transfers from me via XXXX. Im attaching screen shots of those messages as well. He then had me on hold for awhile as he indicated he was reinstituting the text and email alerts from my account. During this time he also was sending me more six-digit codes and asking me to confirm them so he could take care of identifying charges that needed to be canceled. You can see those texts in the attached screenshots. During the conversation he also advised me that I should avoid swiping my card for transactions, that I should use the chip whenever possible, to avoid my number being stolen. I told him I hadnt used the card for some months, and he explained that Citibank had recently been hacked and a lot of customer accounts had been compromised so that might have been how the fraudster got my information. Ultimately I did receive a few emails that appear to be from Citibank, including one that listed three transfers to XXXX XXXX. When I received the attached Citibank email indicating three transfers -- the first for {$700.00} that it said had been declined, the second for {$800.00} that was said to be approved, and the third for {$1200.00} that it indicated had been declined -- there were two buttons at the bottom of the email. The green Yes button says below it I recognize all of the above, and the red No button has below it the legend, I do not recognize one or more of the above. He told me I needed to put my finger on the green button in order to confirm that the charges should be declined. I questioned that since of the three charges listed, one of them indicated it was approved while the other two stated theyd been declined. But he said the way to confirm that they should be declined was to tap the green button so I finally did. Forty-eight minutes into the call, while XXXX had me on hold because he was supposedly contacting another department at the bank to reinstate my text alerts, since I told him those had not come through yet, the call dropped. I was about to call back when I received yet another call from XXXX from the same Citibank XXXX number. That was at XXXX XXXX, as the attached screen shots of my cell phone call records indicate. I told XXXX I didnt know why the call had dropped on my end, and he didnt indicate that he had dropped it. I continued to be on with him for another 26 minutes, as the attached call records indicate. During that time, while periodically putting me on hold while he supposedly finished taking care of things with other Citibank departments, he told me that I was being sent a new ATM card that I would receive by expedited delivery within the next one to two days. He said there would be no charge for the delivery and told me that once I had the new card I could get back in to my online account, under a new account number ( which has happened before over the years when Ive misplaced my card or unauthorized charges were made, both with Citibank and my other accounts ). He also said I would receive a call back in the morning from either him or another senior customer service rep from Citibank following up on the corrective steps having been taken to cancel the unauthorized charges and restore the money to my account. He repeatedly asked me during the second half of the call if I had any questions for him. I said I had a lot -- like How could this happen? -- but that I realized he wouldnt have answers for that. I also asked that he verify the address they had for me for sending the replacement debit card, so that it wouldnt be going to some address in Florida. He repeated my XXXX XXXX address in Oregon to me. I told him that since I was scheduled for the colonoscopy first thing in the morning, I would be available for the call he promised in the morning. He asked if I would be available at noon the next day and I said it would be safer to schedule that call for XXXX XXXX. He said he was making a record of that in his notes and that I would receive the call at XXXX XXXX the next day -- i.e., XXXX, XX/XX/XXXX. Throughout the call, XXXX seemed not only very professional but also exhibited the kind of personal concern for what appeared to be happening to my account and the inconvenience it and his call with me were causing that one would expect from a well trained, professional customer service supervisor. He repeatedly apologized for having to put me on hold and kept saying it would only take another couple or few minutes. In other words, he was totally believable as a caring, professional Citibank representative -- in stark contrast to what I was to experience two days later from the several actual Citibank employees that I spoke to as described below. I never did receive the follow up call the next afternoon. I called Citibank at XXXX XXXX on XXXX, XX/XX/XXXX, to get an update on the issues XXXX had called about and to find out why I hadnt received the promise call from Citibank the previous afternoon. It took hours on the phone with the customer service rep and multiple employees in the fraud department but ultimately I learned that I'd been the victim of a fraud and that my credit line had been drained. My account was closed to prevent further activity. The fraud investigation ultimately resulted in the fraudulent charges being reversed. It took me over a month to receive a new ATM card from Citibank that would allow me to access the new account they had set up for me. When I finally did, in XXXX, it was showing {$8000.00} or so in my account and nothing owing on my part. I ultimately closed that account since I have two checking accounts with other banks and no faith anymore in Citibank 's ability to protect the money in accounts with them. I then received a letter from Citibank this week indicating that my checking plus account with them was past due. I called to find out about this and after hours on the phone was finally given online access to see that account and that there was a large balance owing. There was no way online for me to make a payment on the account, but after hours being on the phone today Citibank finally accepted a payment from me on this balance. What I am disputing is a {$25.00} late fee they charged as of XX/XX/XXXX, when I had no access to this account, no way of knowing what, if anything, was owed, and know way of paying. I was transferred back and forth among departments at Citibank on this issue today before finally speaking to XXXX, an account supervisor ( badge # XXXX ) who informed me that there was no one there who could reverse the late fee on my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97420
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: 2023-01-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Accounts from XXXXXXXX XXXX XXXX Citi all show remarks that the account is managed by a debt counciling service. It is not longer managed by them as the account is paid off and the account is closed and paid as agreed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 442XX
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: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: my account was debited {$950.00} with out my permission on XXXX of XXXX by a company called XXXX i call my bank citi bank and told them of this problem and they immediately closed my card and send me a new card in XX/XX/XXXX the bank told me they will do an investigation and get back to me, they gave me what is call a provisional ; credit while they look into the matter .however they send me a letter stating i owe this money i told them i did not give authorization to this company. i told the the company send me an email telling they have refunded the funds back to the card that was on file citi bank told me to fax the a littler of disagreement with the email from XXXX i did that on Wednesday XX/XX/XXXX and im still getting no where with them i need your help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10466
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: 2023-01-24
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2022, I, XXXX XXXX XXXX, ID XXXX XXXX, sent a money transfer to my sister 's account XXXX XXXX in the amount of XXXX USD. The money was not accepted by the receiving bank and was sent back to the sender 's bank of XXXX XXXX. The money was not returned on time. At the moment they are stored in Citibank, the reason why the money was not returned to my account is not disclosed. please understand the problem.
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: 2023-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A