Date Received: 2023-01-21
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Citibank closed my account without giving me any reason. When I stop by the branch, I was told that I was trying to cash invalid checks which turned out to be legit checks from my employer. Citibank still closed my account and now bank is not releasing my fund immediately. I called multiple times and I was told to wait 60-90 day to access my fund. Currently all my fund is stuck in the account and I am in dire need of cash immediately. Every-time I call, I was told same answer to wait 90 days. I called at least 5 times and stopped by branch twice without any resolution. Account closed on XX/XX/2022. Citibank sent check for portion of the amount which was in my account when they closed it without any reason. I am still missing USD XXXX. I stopped by branch at least 6 times but no solution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60133
Submitted Via: Web
Date Sent: 2023-01-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: According to Public Law 116 - 136 - Coronavirus Aid, Relief, and Economic Security Act '' or the " CARES Act '', you are prohibited from furnishing adverse information during a covered major disaster period. The President has not declared the end of the national emergency, which means this is still in effect. I am requesting that you delete all adverse items of information on my report. More specifically, delete all of the adverse information furnished by Citicards CBNA from my credit file immediately. Per the cares act, no documentation of economic hardship is required. You are in noncompliance of federal law and you are civilly liable to me for XXXX the dollar figure specified under section 813.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20120
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: At the end of XX/XX/XXXX, I saw Citibank 's new account promotion, " Deposit and maintain a balance of at least {$75000.00} : {$1000.00} cash bonus, '' and decided to use it. I opened an account and transferred XXXX from a XXXX XXXX checking account that my husband and I are using jointly as our main checking account. When I tried to check if the money had reached the Citibank, I discovered that I couldn't log in. I called Citibank customer service and was referred to your fraud prevention department ( XXXX option XXXX ). I called them, and my nightmare began. Most of the representatives I talked to at that number had a very heavy accent. So much so that I couldn't understand half the words they were saying, but the worst part is that they didn't understand my words. I was advised that my account is marked for closure because of a " third party transaction. '' I tried to explain that I transferred the money from my joint account with my husband. We even pay our joint citi credit card from the same account every month for 6 years. It led nowhere. The first representative advised me to contact my XXXX XXXX bank and reverse the transaction. I did, which turned out to be completely wrong advice because XXXX XXXX determined that it was a legit transfer, not a fraudulent one, which they couldn't reverse. I contacted the Citibank fraud prevention department again and tried to reach a supervisor. I've been promised a call in 48 hours. For XXXX days, I feared putting down my phone. I even showered with my phone so as not to miss the call. Nobody bothered to call. Then I called again and was advised that I needed to go to the local branch with my husband and submit paper proof that he was my husband. On XX/XX/XXXX we went to the branch at XXXX XXXX XXXX, XXXX, CA XXXX. We've been helped by an extremely nice and helpful banker, XXXX XXXX NMLS ID XXXX, phone number XXXX. He checked the notes on my account and discovered that a representative from the citi fraud prevention department wrote on my account that the funds were transferred from my cousin, not my husband 's and my joint account. I guess, the language and cultural barrier prevented him from understanding that a husband and a wife could have different last names. We submitted all the paperwork ( our passports, marriage certificate, driver licenses, XXXX XXXX checkbook with both our names, joint tax return for the last year, and our children 's birth certificates ) at the branch and were assured that the account will be reopened in the same magical " 48 hours ''. Well, 48 has passed, and nothing has changed. I feel that Citibank discriminates against me for being a woman in a marriage. The fraud prevention department 's other solution was " wait 60 days and we will send you a check, '' which doesn't work for me. The amount is too large for me to risk being stolen from the mail. I do want access to my money for these 60 days. These are my funds and I need them. I contacted citibank executive resolution unit XXXX claim # XXXX, which requested all my documents again. I submitted them again. Nothing. I called their fraud department again XX/XX/XXXX, they claimed that they are not aware of any documents Ive submitted, and that I went to a bank, although the banker called them directly, gave his id and security code, confirmed that we showed him all the documents, and made copies of them. I ask for a supervisor and was promised a call as soon as he us done with another line. Nobody called again. Their standard response is " wait 48 hours, wait 15 days, wait for 60 days ''. All I want at this point is for Citibank to reverse the transaction and send the money back to my XXXX XXXX account, which they refuse to do. They are holding my money and refuse to give them back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94530
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
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: This is a second filing for cfpb complaint # XXXX which was again denied by AT & T XXXX XXXX I purchased 3 shirts from XXXX XXXX through XXXX XXXX on XXXX. I returned XXXX of these shirts in 2022. XXXX XXXX issued two credits on XXXX ( {$36.00} ) and ( {$30.00} ). These two credits were issued to XXXX. XXXX forwarded the credits to AT & T XXXX. The account number used by XXXX ( ending XXXX ) was one that had been replaced with a new credit card number ( ending XXXX ) due to a breach on the original credit card number. ATT XXXX assured me that the credits sent to the old account number would have transferred to the new number. I have opened 3 separate disputes on these payments with AT & T XXXX and all have been denied because I have not provided them with a 'valid credit slip '. XXXX XXXX gave the credits totaling {$66.00} to XXXX. XXXX then forwarded those credits to ATT XXXX. I provided ATT XXXX with the XXXX account statement showing the credits had been sent to them. XXXX says the problem is with XXXX. XXXX says the problem is with AT & T XXXX. I have attached the XXXX XXXX refund copy from their website, the XXXX transactions for {$30.00} and {$36.00} and the XXXX XX/XX/2022 Statement showing the transfer from XXXX to AT & T XXXX. Someone has the {$36.00} and {$30.00} refunded by XXXX XXXX- and it is NOT me!
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: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2022, I opened a Citi Priority checking account with CitiBank due to a promotional offer they had at the time. My mom wrote me a check for {$75000.00} from her XXXX XXXX XXXXXXXX checking account for me to deposit into my CitiBank account for the promotional offer. Deposited the check at the CitiBank financial center in XXXXXXXX XXXX with my mom. CitiBank cashed the check on XX/XX/2022, which is reflected in my mom 's account with XXXX XXXXXXXX XXXX as the funds have been withdrawn. However, CitiBank then deemed the check fraudulent and closed my checking account with them on XX/XX/2022. As a result, I no longer have any access to my account with CitiBank and only have the email notifications that they have sent me and checkbook as a proof. CitiBank also informed me that they would be sending me a letter stating why my account was closed but have never received this letter of explanation. They also have not returned the {$75000.00} to my mom 's account at XXXX XXXXXXXX XXXX. I have attempted to resolve this issue with CitiBank multiple times, including visiting the financial center and speaking with the supervisor, but have been told that my account is terminated and that the funds would be returned by mail within XXXX days. Despite this promise, it has been over XXXX months now and the funds were never sent in the mail and there has been no attempt on their end to return the money. I have called CitiBank numerous times throughout the XXXX months to try and find a resolution for how the funds can be returned and have wasted countless hours on the phone with them, only to be transferred to multiple departments with varying answers. I also attempted to contact XXXX XXXX XXXXXXXX to file a dispute or claim, but was told repeatedly that the funds have been cashed by CitiBank and are in their holding and that I needed to create a claim with CitiBank in order to have the funds returned. XXXX XXXX XXXX has also sent a letter stating that the CitiBank has the funds. I have called CitiBank again and been transferred countless times again, but all CitiBank representatives are now telling me that XXXX XXXX XXXX needs to create the claim despite the fact that I have already informed them that XXXX XXXX XXXX can not do so. It is clear that both institutions are simply passing the responsibility back and forth, leaving me with no resolution in sight and wasting countless hours of my time. It has been XXXX months since the account has been closed and there is no indication that the funds have been returned to the checkmaker 's account, and no accountability or willingness to resolve this issue on the part of either bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91763
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Bestbuy routinely locks me out of the payment portal, ran by " Citibank '' now. I have to contact tech support at least every other month in order pay or log in to check on autopay amounts. Its suspicious. Now, I receive XXXX phone calls EVERY day regarding a single late thirty dollar payment. I have attempted to block the number and still receive the harassive calls.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I have applied to a XXXX XXXX store credit card for my business XXXX XXXX and I am the sole owner of the company with only XXXX employee, myself. I have a construction business and products offered at XXXX XXXX are what my business mostly requires. After applying on : On XX/XX/2022, I have received an email from Citibank which is the company that manages the XXXX XXXXXXXX XXXX XXXX XXXX Credit Card account that says they were not able to approve my request for a new account. Letter says the decision was based on a previous relationship and their decision to terminate it. The account I have had with Citibank was closed by me and it was not a Citibank decision. This was a red flag then I called Citibank and inquired, their customer service team was not helpful but they gave me an address to physically write a letter to. I wrote a letter and mailed it. On XX/XX/2022, Citibank responded with the attached letter " We have determined that an incorrect letter was issued to you dated XX/XX/2022. We have attached the correct letter that should have been issued to you, dated XX/XX/2022, for your review and records. '' In addition they claimed that I am on a Department of Treasury list of " Specially Designated Nationals and Blocked Persons List '' or another list administered by the US Department of the Treasury ( attached ). I inquired with the Department of Treasury ( DOT ) and they proceeded with a letter saying I am not in any of the DOT 's lists ( Attached ) I forwarded this letter to Citibank as well and I responded to their letter explaining that there must be a mistake after providing evidence from Department of Treasury. Since the correspondence from the XXXX of XXXX until the XXXX of XXXX, I have not heard from CItibank even though they said they would get back to me within XXXX days and I am a high priority. On XX/XX/XXXX, XXXX they responded with a letter " Based on our prior experience with your previous Citi Savings Plus account ending in XXXX, we determined that we can no longer offer you financial service products. Therefore, we must reinforce our decision to decline your recent application for a The Home Depot Commercial Revolving Charge Card account. '' Clearly there is a major disconnect between the reality and how they choose to deny a past customer with a good relationship with Citibank due to a serious credit discrimination. This impacts me in terms of not being able to get the publicly advertised XXXX XXXX Credit Card and I do not find this to be the right thing to do. While I have many options of applying to many other financial institutions, I do not think this is the right sort of treatment to any persons from a financial institution. Therefore I am contacting your organization to search and protect my rights. Citibank had denied me for a checking account in the past without explanation, this was suspicious but I decided to not pursue. Whereas this time, I do not think it is a coincidence and I have started asking questions. Please kindly let me know what your findings are and whether this is a pattern of discrimination by this financial institution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20018
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Summary : My credit card and account was frozen 5 times without valid reason. XX/XX/XXXX. XXXX freeze, contacted Citi, validated the suspect transaction. Unfrozen. XX/XX/XXXX. XXXX freeze, contacted Citi, validated the suspect transaction. Unfrozen. XX/XX/XXXX. XXXX freeze, contacted Citi, validated the suspect transactions. Most were face to face transactions of under {$50.00}. The triggering transaction was a face to face {$20.00} purchase at an orchid farm in my home state. Another mentioned suspect transaction was a {$12.00} face to face purchase at a local bakery. XX/XX/XXXX. XXXX freeze, online account locked out, contacted Citi, validated the suspect transactions, the same ones from the XX/XX/XXXX call. I escalated this recurring unwarranted freezing to a supervisor who stated the prior agents did not properly close out the suspected transactions. He stated all is good and it wouldn't happen again. XX/XX/XXXX. XXXX freeze, online account locked out, contacted Citi. Agent stated account frozen due to malware warning on online account and unable to provide further details on the time and place of intrusion. I escalated this to a supervisor who clarified there was no malware, but the reason the account was frozen was a procedural need to change my username and password, which should have been communicated by the prior Citi agents and supervisor, which were not. This continual unnecessary overzealous freezing of my credit card and online account, exacerbated by a series of comedic agent and supervisor procedural errors, needs to be brought to light. Citi has all to benefit from overzealous freezing of accounts, at the inconvenience and cost to its customers, for me it was over 2 hours of phone calls ( attached is a call log to Citi 's customer service from my mobile, which doesn't include calls to Citi 's fraud, eservices and other calls ) and an additional 2 hours unlocking and recreating my online account several times. Standards should be set on the suspected transactions and amount of freezes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96789
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: Applied for shell credit card was told it was shipped on XX/XX/XXXX have never received the card a XXXX later. Called XXXX times customer service is rude and hangs up on you said they couldnt help me due to changing my number after I applied for the card said I have to wait for letter with reference number got the letter XXXX XXXXXX/XX/XXXX called gave reference number asked to have a new card shipped XXXX employee number XXXX at XXXXXXXX XXXX XXXX said it was all taken care of and hung up on me not sure if he updated my phone number and if he sent me a replacement card this is ridiculous customer service and illegal to run my credit and never send me my credit card my account ends in XXXX. Thanks XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78130
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-20
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I recently changed names. I contacted Citibank customer service to get the change processeed, and was asked to snail mail a copy of the court order. I do so, and got a email confirmation saying my name had been changed. When I log into the account service center website, my old name kept coming up. I contacted Citibank customer service, spoke with someone with very broken English, and she was not able to get this sorted out. She wanted me to send the court order back in the mail again, despite me getting a confirmation that the change had been made. I told her it would be easiest to likely close the account. She asked me if I wanted to close the account and I said yes, but I wanted to change my address first. I told her I would call back another time to close it out. Around XXXX minutes after we disconnected, I got an email from Citibank saying my account had been closed. When I got the email on my phone, I called them back and stated that I did not authorize the account to be closed, was not read any disclosures or terms to close the account, and would like the action reversed. Nothing has happened yet. My credit scores are nearly 800. I had this account for several years and if its closed, it'll lower the average age of my credit history, thus lowering my credit score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 463XX
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A