Date Received: 2023-01-24
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 would like to formally dispute fees of {$29.00} and {$4.00} appearing on my Bestbuy/Citicard statement closing on XX/XX/XXXX. These charges stemmed from an unauthorized charge of {$190.00} appearing on my statement that closed XX/XX/XXXX. I spoke to the customer service representative in XX/XX/XXXX and explained that I did not authorize the charge of {$190.00} and that charge was removed. I also closed my account at that time. I spoke to a customer service representative in XX/XX/XXXX and explained that I did not authorize the {$190.00} charge and was able to get fees for {$40.00} and {$3.00} ( interest ) appearing on my statement closing XX/XX/XXXX removed. The customer service representative informed me that I still had an outstanding balance of {$32.00}, but she could not explain the rationale for this charge. Although she could not identify the reason for the charge, she told me that I did not have the right to dispute this charge. I explained that I did indeed have this right, and I informed her that she, as a representative of Best Buy/Citicard was saying something at least incorrect and at most Illegal. When asked for an address to file a formal dispute in writing, she would not provide this address until I threatened to report her. After being on the phone for about 1 hour, the Best Buy/Citicard customer service representative hung up the telephone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20854
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: To Whom It May concern : I would like to start a formal complaint against my credit card issuer- CITI VISA Signature Costco XXXX My credit card was lost/ stolen on or around XX/XX/XXXX. As a result fraudulent charges have been made on the card for XXXX XXXX I was contacted by the card company on XX/XX/XXXX asking if these charges are legitimate. I let them know immediately that these are fraudulent charges. The card service representative stated they will conduct investigation and let me know the outcome. They have never refunded the disputed money back on my card. They instead sent me a letter few weeks later that charges are not going to be reversed and they are legitimate and have to be paid in full or I will face penalties. The reason given was that the card chip was used at the time of purchase and therefore they believe it must have been made by me. I did sent them a certified letter via fax/ email and USPS where my wife and I confirmed in writing that we have not made the charges on the card. The credit card security department first denied they have received the letter. Later they said they have it but will need a police report. I did provide them with the police report and my driver license. I have personally contacted the stores where the charges were made. Unfortunately they could not provide video or any other info on who made the charges. One of the merchants said they don't even require a signature when the card is used. Its very unfortunate as this particular card even has my picture on it. I spent a lot of time and effort trying to solve this matter. I have logged all my calls with different representatives from XX/XX/XXXX until last call on XXXX more then 5 hours of call time over four months. On XX/XX/XXXX the representative assured me they have all they need and still working on the case and it may take 2 billing cycle and that they will notify me. Since I never received any notice from them and the charges were never removed from the account I reached out again on XX/XX/XXXX. The representative said that case was closed on XX/XX/XXXX and the charges will remain my responsibility. When asked for the reason of their decision the agent ( XXXX XXXX gave the same explanation- the card chip was used and therefore it must be the owner of the card that made the charge. When I asked them do they have any proof such as signatures or video on file showing me or my wife making the charge they said no. I have kept call log with names of people I spoke and time spent along with all letters, documents submitted. These are available upon request. My wife and I we suffered emotionally throughout this process and we feel that we are double victims- once our credit card was stolen and fraudulent charges were made and second we have been treated unfairly by the CITI VISA credit card services . They did not even had the courtesy to notify us they have completed their investigation. We are not even sure if they had done any investigation at all. They never refunded the money disputed even as a temporary credit to the account. We are determined to seek our consumer rights in the above matter. We are readily available to provide any further info if needed. Thank you for your consideration, Very Respectfully, XXXX and XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89135
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XXXX XXXX, 2022, I was the victim of a scammer who texted and then called me, posing as the Citibank fraud dept. alerting me to suspicious activity involving my accounts- specifically two debit purchases and a large transfer of funds from one linked checking account to the other. The caller provided a Citi employee badge ID number upon request, said they'd locked my account to prevent any further activity, and then talked me through two transfers via Citi 's XXXX payment app- supposedly restoring the transferred funds to their proper account - totaling {$4900.00}. When I asked for some additional information and a confirmation number for the call, the caller abruptly hung up. I called the number back, only to hear static. I then called Citi directly, and was told that while the transfers- both the fraudulent one the caller had mentioned, as well as the two XXXX transfers he had instructed me to make - had gone through, there was no record of the Citi fraud department contacting me, or of anyone with the name and badge ID the caller had given me working there. Upon determining that my accounts had somehow been accessed by the scammers and unbeknownst to me upgraded from Basic Banking to 'Priority ' status- thereby making more of my funds available to them - I immediately filed a claim for the lost funds with Citi XXXX In a few days, I got a form letter denying my claim on the grounds that the fraudulently-initiated XXXX transfers were 'consistent with my normal banking activities. ' On XXXX XXXX, I went to a Citi branch near my home, and met with a banker to escalate the claim and hopefully get a reasonable resolution. She contacted someone in the fraud department, and I re-explained the situation to him. In addition to re-submitting my claim, we also had to completely re-establish my Citi profile, opening brand new checking and savings accounts, new user ID, etc. On XX/XX/XXXX, I received a second form letter from Citi identical to the first one I got, citing the same reason for rejecting my re-submitted claim, and offering no additional information. Again : those two XXXX transfers were the result of fraud, and absolutely *not* consistent with my normal banking activities. I rarely use the XXXX app, and certainly never for amounts as large as the two transfers the scammers tricked me into making. Even more alarming, the Citi fraud department appears to have ignored the fact that prior to the scammer contacting me and impersonating a Citi employee, they were able to access my Citi profile and upgrade it to a Priority account, without my knowledge, without my consent, and without Citi alerting me of suspicious activity until XX/XX/XXXX - via an email, long after the alert would have been of any help. Upon receiving the second rejection letter, I emailed the banker I'd met with, asking her thoughts on any next steps we might take. After waiting a week for a response, I emailed her a second time to follow up ; as of this writing, she still has not responded. In addition to the financial disaster this has been, my anger and frustration is based in Citi 's failure to protect my online profile or alert me in a timely fashion that my account had suddenly been upgraded- both of which made nearly all of my cash assets available to the scammers. That anger and frustration has been compounded by Citi 's dismissive, generic rejections of my claim, and now the banker 's non-response to my email.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10009
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: plase help me to citibank review and relly check since I have been different branches and people were trying to help i Need my money I am XXXX XXXX with XXXX ansd XXXX with no money to go to court since XXXX at XXXX XXXX and even people at citibank told me But poor or working people like me can not affort to paid it
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11374
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
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: What Happened I am XXXX years of age, retired, and am a victim of severe XXXX XXXX relating to my finances. The details are as follows : On XXXX XXXX my personal computer locked up. Then a message appeared on the screen instructing me to call XXXX at the number provided. I did. The rep who answered told my computer had been hacked and my financial information was compromised. She asked me for the Customer Service telephone number on the back of my debit card and said she would add them on the line for me. A new person called on the cell and the first person dropped off. The new person identified himself as a XXXX XXXX employee who was part of a special group assigned to work fraudulent activity for XXXX. He told me my bank accounts had been compromised by the computer hack and I needed to act immediately to avoid loss. He literally terrified me to the point I could not think clearly. He instructed me to withdraw all my funds from all my bank accounts and to also withdraw all the cash advances available from all my credit cards. He said the hacking might well be the work of a bank employee, so I was to tell absolutely no one why I was withdrawing the cash. Since I believed he was a bank employee, I did as I was instructed, withdrawing {$15000.00} in cash from my XXXX account, {$3000.00} in cash from my XXXX account and {$10000.00} in cash advances from my credit cards. He then instructed me to deposit the cash into a XXXX ATM. They would hold the money safely for me until my accounts at the banks were secured. The money would then be transferred back into my accounts. He then instructed me to purchase two {$500.00} gift cards using my credit cards and provide him the PIN numbers on the back. I did so. I have now realized these instructions were all fraudulent, done solely for the purpose of stealing my money. I did not understand anything about what was happening and was so frightened I could not see what was going on. The total losses incurred were : XXXX XXXX Acct {$3000.00} withdrawn on XX/XX/22 XXXX XXXX XXXX XXXX Acct {$15000.00} withdrawn on XX/XX/22 {$9400.00} withdrawn on XX/XX/22 XXXX Cash Advances : CitiRewards Credit Card XXXXXXXX Citi Costco Credit Card XXXX Citi CostcoCredit Card XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Total Loss {$29000.00} I wish to assert my Regulation E liability limit of {$500.00} with each institution. The perpetrator gained fraudulent access to my computer as well as my accounts. Regulation Es Official Interpretations, found in Supplement I to Part 1005, specifically addresses my situation : an unauthorized EFT includes a transfer initiated by a person who obtained the access device from the consumer through fraud or robbery. The banks with whom I have discussed my situation did not think a Regulation E dispute was not applicable to recover the funds that were fraudulently withdrawn. I am now receiving interest, late notices, and penalty charges, from the credit cards and realistically can not pay back the cash advances without extreme hardship. My total annual income is {$28000.00}, most of which is Social Security. I desperately need help in recovering as much of these losses as possible and respectfully request your help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28110
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Ive already submitted multiple complaints about citi bank they are telling me in response no account with my name. Ive called for the last 4 weeks to get my funds sent to me. XXXX in my account and Ive got evicted from my apartment. Lost my car and job. Everytime I call them they Hangup on me and tell me I will get a check when they are done
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85297
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: On or about XX/XX/2022 Citibank was contacted and I explained my situation of unemployment and no income due to being medically disqualified to continue my 25 year career by a federal agency. I requested auto pay option be stopped as well. Only a few XXXX $ balance. I thought my card ( s ) and account would be suspended without penalties due to my situation ( best scenario for everyone involved I thought ) 40 years total of employment and credit building all down the tubes.Documentation was declined/refused and only response I received was " you still have to pay and on time if no penalties '' I reminded them of no income, and the response was " we have a payment plan '' Same as my former employer-punished and penalized for being sick.. I'm not asking for freebies, just a realistic amount of time ( up to social security etc ) ... not to be punished. I guess I'm supposed to XXXX XXXX XXXX XXXX XXXX XXXX or my XXXX XXXX XXXX XXXX to appease them..
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: 2023-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a bank account at Citibank ( branch located at XXXX XXXX XXXX, XXXX XXXX ) in XXXX. On or about XX/XX/XXXX I tried to make a wire transfer via Citibank website, something that I used to do normally, but Citibank system did not complete the transaction -- a message popped up on my screen asking me to call the bank. Following the message, I called Citibank. The representative who asnwered the call said that she could not allow the transaction and would have to block bank account (! ). I was quite surprised, especially because she did not informed the reason why my bank account had to be blocked- she just said " its for securuty reasons '' and that within XXXX hours they would call me. Needless to say, nobody from Citibank ever called. Since XX/XX/XXXX I have been tryhing to understanding what is going, but all representatives that I spoke with up until today could not explain. I DO NOT KNOW WHATELSE TO DO. I do not manage to gain access to my bank account by the website, my bank account has my money and I am unable to make any transfer or payment. I have tried several times to understand what is going on, but nobody at Citibank is doing anything to resolve my problem. I sent a message to XXXX XXXX, the manager of my bank account on XX/XX/XXXX asking for help, but he did even answered it yet. This conduct is abusive and arbitrary. Shame on Citibank and its employees. Please help.
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
Date Received: 2023-01-24
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: What Happened I am XXXX years of age, retired, and XXXX XXXX XXXX XXXX XXXX XXXX XXXX relating to my finances. The details are as follows : On XXXX XXXX my personal computer locked up. Then a message appeared on the screen instructing me to call XXXX at the number provided. I did. The rep who answered told my computer had been hacked and my financial information was compromised. She asked me for the Customer Service telephone number on the back of my debit card and said she would add them on the line for me. A new person called on the cell and the first person dropped off. The new person identified himself as a XXXX XXXX employee who was part of a special group assigned to work fraudulent activity for XXXX. He told me my bank accounts had been compromised by the computer hack and I needed to act immediately to avoid loss. He literally terrified me to the point I could not think clearly. He instructed me to withdraw all my funds from all my bank accounts and to also withdraw all the cash advances available from all my credit cards. He said the hacking might well be the work of a bank employee, so I was to tell absolutely no one why I was withdrawing the cash. Since I believed he was a bank employee, I did as I was instructed, withdrawing {$15000.00} in cash from my XXXX account, {$3000.00} in cash from my XXXX account and {$10000.00} in cash advances from my credit cards. He then instructed me to deposit the cash into a XXXX ATM. They would hold the money safely for me until my accounts at the banks were secured. The money would then be transferred back into my accounts. He then instructed me to purchase two {$500.00} gift cards using my credit cards and provide him the PIN numbers on the back. I did so. I have now realized these instructions were all fraudulent, done solely for the purpose of stealing my money. I did not understand anything about what was happening and was so frightened I could not see what was going on. The total losses incurred were XXXX XXXX XXXX Acct {$3000.00} withdrawn on XX/XX/22 XXXX XXXX XXXX XXXX Acct {$15000.00} withdrawn on XX/XX/22 {$9400.00} withdrawn on XX/XX/22 XXXX Cash Advances : XXXX Credit Card XXXX Citi Costco Credit Card XXXX Citi CostcoCredit Card XXXX XXXX XXXX XXXX XXXX XXXX Credit Card XXXX XXXXXXXX XXXX Credit Card XXXXXXXX XXXX XXXXXXXXCredit Card XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Total Loss {$29000.00} I wish to assert my Regulation E liability limit of {$500.00} with each institution. The perpetrator gained fraudulent access to my computer as well as my accounts. Regulation Es Official Interpretations, found in Supplement I to Part XXXX, specifically addresses my situation : an unauthorized XXXX includes a transfer initiated by a person who obtained the access device from the consumer through fraud or robbery. The banks with whom I have discussed my situation did not think a Regulation XXXX dispute was not applicable to recover the funds that were fraudulently withdrawn. I am now receiving interest, late notices, and penalty charges, from the credit cards and realistically can not pay back the cash advances without extreme hardship. My total annual income is {$28000.00}, most of which is Social Security. I desperately need help in recovering as much of these losses as possible and respectfully request your help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28110
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: I am XXXX XXXX XXXX and am writing this letter at XXXX XXXX on Friday, XX/XX/2023, because I can not sleep. I have Citibank accounts CHECKING XXXX, Citi Rewards Card XXXX and DEBIT Card XXXX. On XX/XX/XXXX, I had XXXX XXXX deposit {$12000.00} onto my DEBIT card XXXX so it would be handy when needed. On XX/XX/XXXX, I attempted to pay {$12000.00} to XXXX. I called the number on the back of card XXXX, XXXX for r instructions. I was told by YOUR employee to run a debit for {$10000.00} and then for {$2000.00}. This was to pay off a car I was buying, and that was ALL READY for me to drive off in. I tried it on a XXXX debit unit and it would not work. This was around XXXX XXXX on XX/XX/2023 I called Citibank back immediately to have them walk me through the process, and was informed that the {$12000.00} had been moved FROM.my DEBIT card XXXX ONTO my Citi Rewards Card XXXX without my permission and could NOT be withdrawn or put BACK onto my DEBIT card. Also, {$760.00} had been removed from my {$12000.00}. to pay off a Interest Free Loan I had which was due XX/XX/2023. I asked to speak to a SUPERVISOR at that time and was informed she REFUSED to talk to me. I then called your CUSTOMER SERVICE number, XXXX, the number on my statement. I asked to talk to a SUPERVISOR And was again denied. I found ANOTHER number XXXX and talked to a guy named XXXX who said he was a SUPERVISOR. He said the best they could do was transfer the {$12000.00} into my XXXX account number on file, XXXX, routing number XXXX, but it would take at LEAST two days, and probably up to five days. Of course, I could NOT get the car I was buying and which was ready for me to drive off the XXXX lot. It is costing me additional days rental at XXXX XXXX at {$75.00} per day, which I EXPECT Citibank to pay. IT IS NOW XX/XX/XXXX, AND I STILL HAVE NOT RECEIVED THIS MONEY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85345
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A