Date Received: 2023-01-16
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: Someone opened a fraudulent account using a Home Depot credit card approved by Citi Bank on my credit report. I disputed the card and Citi removed the account from all three agencies. Then they turned it over to a collection agency who called me and I had to try and explain this whole mess. Now their Cardmember Services sent me a letter saying the account was valid yet it has been removed from all of my credit reports. I have called several times and get thrown around from one department to another. I tried calling the Home Depot CardMember Services but cant get a human because there is no account anymore. By the way I have a legitimate Citi Bank card Ive had for over two years in perfect standing. Im locking this account and using another card I have. These people are incompetent and I am exhausted from dealing with this for 3 months. I am complaining because they need investigated for harassing people with their stupidity. My credit has been over 800 most of my life and I am XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45042
Submitted Via: Web
Date Sent: 2023-01-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-16
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: This company closed my account because I was receiving unemployment and it was frozen on XXXX XXXX. I was told they would send a check after they investigated and closed the account. Still to this day I have not been able to get an update nor an help about where my money is or why my account was closed. I also have been consistently mistreated when I call them. I can not remember the exact amount that was in there but it was about {$2000.00} that was stolen from me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33442
Submitted Via: Web
Date Sent: 2023-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I have a Best Buy card through Citi bank. A few months ago, I paid the full balance off and requested to close the account. I thought the account was closed, but suddenly I have a $ XXXX balance from their annual fees and late fees. They sent my account to collections and it is negatively effecting my credit score. Ive tried calling them multiple times at ( XXXX ) XXXX, but when I request to talk to a representative, their system hangs up. I am unable to access my account online. I need them to close the account as I requested back when the account was at a XXXX balance and take off their false reporting to the credit bureaus. None of these fees would have even be the had they closed the account when I requested them to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 956XX
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Citi has been engaged in deceptive and illegal representation of amounts due, to customers. In the last XXXX months, my statements have been assessed interest when my entire account balance was at XXXX XXXX, AutoPay withdrew more than what was due on my account and now Citi is understating the balance on my account on Page 1 of the statement itself. This is illegal and deceptive and pattern of Statements, Pricing and consumer credit gone wild. My latest statement indicates a balance which is several times lower than what is the actual balance on account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 197XX
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: In XXXX, I opened a checking account with Citibank is response to a promotion they had giving {$1000.00} to open a checking account and deposit {$75000.00} in the account After speaking to a rep on the phone they confirmed the promotion, stated my edibility and let me know to expect an account opening package in the mail. I received this account opening package notifying me my account number was to be XXXX. On XX/XX/22, my girlfriend initiated an online bill pay from her account at XXXX to fund the initial deposit. The amount she transferred to me was {$76000.00} For some reason, Citibank accepted these funds then froze my account and removed access. They refuse to return the funds to me or my girlfriend. They've essentially stolen this money We have tried to get them to return the funds. They will not At this point they owe me the return of the intial deposit along with the payment for the {$1000.00} promo ( which we met all the terms for and they've had the money so long we met the amount of time the funds needed to be on deposit to qualify ). We are also asking for interest paid from the date of deposit along with reimbursement for th notary fee we had to pay to write a letter they requested in order for them to return the funds Additionally, we are asking the CFPB to investigate and hold Citibank to account for what must be several violations of the law. A bank can not be allowed to attempt to steal money and falsely advertise promotions in the way Citi has done here. If I can be of any assistance in the return of our funds, the payment of interest and promotions and/or helping to hold Citibank in violation of any and all laws, state or Federal- please contact me at XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: Ive been a costumer with Citi Bank Credit card XXXX XXXX ending in XXXX for over 10 years. Recently I been targeted and XXXX XXXX. That's comes into play with a XXXX open complaint issue they have circulating that makes me believe I fit that criteria for the actions that have been opposed against me. Which are lowering my credit limit numerous times which triggers a higher interest rate making me closer to my spending limit, Also by not approving and automatically declining numerous times my transaction even after speaking to the fraud department and accepting charges on my personal cellphone. It forced me to close the XXXX Citi Bank credit cards and stop doing business with them and taking further action.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90242
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-15
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: Costco Consumer and Costco Small Business XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ). Victim of Phishing. Requesting {$1100.00} XXXX credit on XXXX purchase of XXXX gift cards. Dear Sir / Madame : I am mortified and disheartened to write this letter and share that I have been a victim of a phishing scam. This scam essentially resulted in me buying {$1100.00} in XXXX gift cards from XXXX and sharing that information with a fake XXXX entity with the hopes of taking advantage of a 50 % off monthly bill offer. The way it started was I received a voicemail from a supposed XXXX agent on XX/XX/2023, enticing me to call back since they have a 50 % offer ( see Attachment XXXX Voicemail Message Screenshot XXXX XXXX XXXX ). I called the phone number ( XXXX ) back the following day, XX/XX/2023, to learn more about the 50 % offer. Having called XXXX before to setup our mobile service, the phone prompts sounded familiar, if not the same as the real XXXX call center. The person on the line asked me the same questions as a XXXX agent would to verify my identity : ( 1 ) secret word ( which I did not know ). Then ( 2 ) he defaulted to asking for my last 4 digits of my Social Security Number, which I gave since its a common question. He then told me that my last monthly bill was around {$90.00}, which I affirmed to be true ( actually it was {$97.00} ), and that XXXX had an offer to cut my monthly bill by 50 %. Essentially, they had two offers : Option A - Three ( 3 ) year contract. Pay for first year up front at 50 % of monthly bill ( {$45.00} / month ). Or {$540.00} for Year 1, and then pay Year 2 and Year 3 at monthly {$45.00} rate. Option B - Three ( 3 ) year contract. Pay for first two years up front at 50 % of monthly bill ( {$45.00} / month ). Or {$1000.00} for Year 1 and Year 2, and then pay Year 3 at monthly {$45.00} rate. With Option B, this would include an XXXX XXXX XXXX XXXX and a {$150.00} XXXX gift card. Both offers were being run with XXXX and so the caveat was I had to pay with either ( 1 ) a XXXX credit card or ( 2 ) XXXX gift cards. I thought these were good deals and I was interested in Option B. However, I did not have a XXXX credit card. I asked if I could pay by regular credit card and the agent said it had to be with a XXXX credit card since it was their promotion. Furthermore, Option B was a limited time offer and I had two hours to take advantage of it. The best step for me was to secure XXXX gift cards and call them back to take advantage of Option B. Finally, to hold my spot for Option B, they will go ahead and apply a {$10.00} payment against my XXXX account with my credit card on file. At this point I received a notification from my XXXX app saying a {$10.00} payment was made ( see Attachment XXXX XXXX XXXX XXXXXXXX ). I had no indication this transaction was fraudulent because at this point : 1. The call center sounded like an actual XXXX call center. Same prompts, same identification questions. 2. They knew my last monthly bill ( albeit it was an approximate of {$90.00}, not {$97.00} ). 3. They charged my account {$10.00} with the credit card on file, of which a notification was generated from my XXXX app. I ended the call and then proceeded to go to the local XXXX to buy the XXXX gift cards as suggested by the call agent. Wanting to be sure I had enough funds to cover the upfront two year bill, I bought three gift cards worth {$1100.00} ( see Attachment XXXX XXXX Gift Cards XXXX XXXX XXXX XXXX ). Please note, the third card for {$150.00} was initially rejected by the XXXX XXXX, and hence theres a reversal and then a subsequent transaction for a different {$150.00} gift card. Around this time, the XXXX entity also sent an email with an invoice for {$1000.00} as discussed ( see Attachment XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX ). I called the service center back ( at a different number, XXXX ) and again heard the familiar XXXX prompts. A different agent spoke to me about the offer and asked me to provide the XXXX gift card numbers and access codes. After I shared the cards information, they told me that I would get a check for {$70.00} along with my XXXX to account for the difference between the {$1000.00} invoice and the {$1100.00} value of the gift cards. They said my account would be updated within the hour and that I would receive a text message indicating that the transaction would be complete. Sometime later I did receive a text message indicating that the XXXX payment I made encountered an issue and I needed to call back ( see Attachment XXXX XXXX XXXX Payment Issue ). I immediately called the number ( XXXX ) back to try to resolve. Again, I encountered the same familiar XXXX center prompts. When I finally spoke to an agent, he indicated that they could not process the XXXX gift cards because they were a different amount, {$1100.00} from the invoice amount, {$1000.00}. They suggested that they will cancel the transaction and send me a check for {$1100.00} if I provided them a new set of XXXX gift cards, {$1000.00}. They were willing to offer a lower amount, forgo {$80.00}, as a matter of courtesy for my inconvenience. I asked why they could not simply credit my account directly and it was at this point the agent yelled at me that I dont make the policy and that these were XXXX policies. I was taken aback by this response and lack of professionalism that at this point, I realized that I was being scammed. I challenged the agent if this transaction was legitimate and he adamantly said that it was, that I was on a recorded line and that I owed XXXX {$1000.00}. It was at this point that I immediately hung up, afraid that Ive been a victim of an elaborate phishing scam. I immediately called XXXX published customer service number ( received the same prompts ) and reported the issue. The XXXX agent was apologetic about the incident and affirmed they had no XXXX promotions for 50 % off monthly bills. He acknowledged there was a {$10.00} payment made against my credit card on file and that I was likely a victim of a hack. He suggested I change my XXXX username and password, which Ive done XXXX I contacted Costco Citibank to report the fraudulent transaction and the customer service representative suggested that the best thing to do is to dispute the two XXXX transactions. I did this via the Citi Costco app ( reference Case XXXX XXXX and XXXX ). I also contacted XXXX XXXX center and they affirmed that the three gift cards ( see Attachment XXXX XXXX Gift Cards ) had already been spent. They suggested I report the incident to our local police department and sent an e-mail acknowledging my call for a fraudulent, criminal transaction ( see Attachment XXXX XXXX Customer Report ). I am totally saddened and embarrassed by this incident. The next day Friday, XX/XX/2023, I went to the XXXX Police Department to report this incident ( see Attachment XXXX XXXX Police File Report ). They said there was little they can do at this point and encouraged me to contact the parties involved so they are aware of exactly what transpired. I am also writing to implore that the {$1100.00} XXXX transaction for XXXX gift cards be forgiven. Weve been long time customers of Costco and Citibank ; we shop exclusively with our Costco Citibank credit card and we always pay our monthly bills on time. We are loyal customers and would appreciate your understanding and leniency as weve fallen victim to this criminal act. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06830
Submitted Via: Web
Date Sent: 2023-01-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
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 a fraudulent charge was posted to my account in the amount of {$1500.00}. The merchant was XXXX I did not recognize and had never done business with of any kind : " XXXX XXXX XXXX ''. I immediately lodged a dispute with Citi by telephone, and received an update by mail on XX/XX/XXXX that they were looking into it. Shortly after I noticed that the status of the dispute had been updated to " Customer responsible ''. I called the Dispute team and found out that there had been some misunderstanding due to the transaction being on a virtual account number and the dispute was reopened. When I called to request an update on the status of the dispute around XX/XX/XXXX, I was told that my dispute had been closed because I had provided the merchant with the account number. I told them this was not correct and had no basis in fact. Citi requested that I submit these details in writing via email, which I did. ( attached ). I eventually received a letter from Citi ( attached ) on XX/XX/XXXX stating : You let us know that you didnt make this transaction ( s ), but during our investigation we learned that you provided the merchant ( s ) with your account information for a series of purchases. You may have seen this transaction ( s ) previously under a different company name or location from where it occurred. Since you provided your account number to the merchant ( s ), we dont consider this fraudulent activity This is entirely incorrect as I had made very clear verbally and via email. I had provided the account number to only XXXX merchants since it was opened, and none of them are even in the travel industry. I called Citi and I was told that I would need to reopen the dispute by mail, which I did ( letter attached ). Citi received this letter on XX/XX/XXXX, and responded on XX/XX/XXXX ( only XXXX business day later ) with a word-for word copy of their letter on XX/XX/XXXX. This does not address any of the points I raised in my phone calls, email, and letter, nor did they justify their unfounded position that I had provided this merchant with my account number.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98512
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
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: I went online to purchase a product which requires a login to a website to use the product. This was on XX/XX/XXXX XXXX at XXXX. I have the email from " XXXX '' which is the company that collected my money from my credit card. The company then sent me the information to login and start using the software on the website. When I tried to login my login failed and i sent them a request to fix the problem ( via email ). They sent me an email back with a different email address ( not my email address ) and password to use the website. I thought this was strange and asked them how this works ; they told me they created a fictitious email and password for me to use while on the site. ( and that this was a secure way for me to work and nobody would know who I was, this is sounding suspicious to me already ) When I logged in ; the site let me start using the program but I noticed that other peoples files were on the site too. Why? I immediately sent an email to them asking what was going on and they said don't worry about it ... ( this doesn't sound very secure to me ) Also the site uses credits and as you use different parts of the program you use credits which you must buy more of as they get used up... Well I hadn't started using the site yet and noticed that some credits were already gone... I contacted the company and again they told me don't worry they could just refill credits as needed for free? Really? How is that possible? how does the company make any money ... .Bare with me this will all make sense in the end... Now i am thinking this XXXX is not on the up and up... So I contacted the support page link that was on the actual website ... that's when i learned what was going on. They sent me an email which i will include describing to me that XXXX has hacked/ pirated their website and sells account access from other people who have accounts paid for to XXXX This is clearly fruad! I asked for my money back from XXXX and they said that they would give me a credit for other services the sell... I don't want a credit from someone stealing someone else 's software and selling it to me... Then I contacted my Credit card company and informed them about the fraud and sent them the emails proving everything I claimed aand they said they felt that XXXX acted appropriately and ruled in their favor... WHAT? selling someone's else 's software account is LEGAL? Sorry This is wrong.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2022, my Citi Accelerated savings account was closed on suspicion of fraud. I have made several electronic transfers to the Citi account from my XXXX account. I had opened the account on XX/XX/2022 with {$100.00}. Then a few days later transfered {$1500.00} which had settled. Made another transfer for {$2000.00} which was returned to the issuing bank. Then I made two more deposits from the XXXX account totaling {$3000.00}. I spoke to a representative on XX/XX/2022, about the account closing to see if anything cleared up and to gain a better understanding as to why my account was being closed. The representative let me know that it was being closed due to fraud. When I pressed the representative to explain further, he explained that it was due to a returned NSF transaction. He also let me know that I could not get my account reinstated and that any funds that were there would be returned to me after a 60-day investigation. According to my accounting that would have meant that {$5100.00} would be mailed to me in the form of a check. The representative stated that a check would be mailed to me. I received a check, via XXXX XXXX, for {$2.00} I proceeded to call again the fraud XXXX XXXX number to speak to a representative about my funds and why was I receiving a check for {$2.00}. The call got disconnected when I asked for a ledger of transactions to be sent to me. I spoke to a second representative who was able to tell me to go to the issuing banks and file a claim for funds. I inquired about the funds that had settled in the account for {$2100.00} and why was I still receiving a check for {$2.00}, the representative then told me again that I would have to go to any issuing banks a file a claim for those funds. The representative then was able to transfer me to a third representative to handle my bank statement request that would be sent by mail in 10 days or by email in 1 or 2 days. At this point, I am frustrated because email should not take 2 days to receive and I am still out of {$2000.00} in funds. I then made another phone call to XXXX in other to initiate the claim but still need to track down the other deposits in order to file claims for them. I am still seeking my full funds of {$3100.00} from CitiBank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30311
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A