Date Received: 2023-01-15
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Closed my account XX/XX/15. Entire balance is starting from a membership fee that was assessed. Membership fee waived due to the account being closed. That is a 30 day cycle where the account does not have a balance. Therefore no fees should be assessed. The balance on the account is invalid and almost feels like fraud. I was told XXXX year I wouldn't get a fee anymore and then once I get XXXX it doesn't get paid bc I am not expecting it and now once I close the account you can't waive the fees. On top of that I asked for my complaint to be escalated and to call be back and I was not called back which is why additional fee assessed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
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: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2022, I opened a new checking and savings account with CitiBank. I had another checking account with them already, but because my dad had opened that account, I couldn't do anything without his authorization, so I closed that one and opened a new one of my own. My dad is currently helping with my rent so around the XXXX of each month he sends me XXXX $ through XXXX and I send the rent amount ( XXXX $ ) to my Landlord. Because the account was new, I could not send more than XXXX $ through XXXX for at least the first 30 days. My rent was due on XX/XX/XXXX, and I always sent my money through XXXX to my Landlord. So, to avoid sending multiple payments to her, I decided to XXXX the money to my boyfriend so he could pay her for me ( My Landlord doesn't have XXXX ). So, I sent my boyfriend XXXX $ through XXXX on XXXX XXXX, 2022. The transaction went through, and he sent the money to my Landlord on XX/XX/, 2022. A couple of days went by, and I noticed the money hadn't been pulled from my account, but I didn't think too much of it, given it was the holidays at that time. On XX/XX/XXXX, I received an email from XXXX saying the transaction was not paid by my CitiBank account because " account funds have been frozen. '' I immediately called Citi to clarify the transaction in case they suspected fraudulent activity. The representative I spoke with told me the block was put by the fraud department and that I should talk to them. I called the fraud department on the same day only to find out my account was under investigation, and they could not provide me with any additional information. I tried to explain to the representative that the transaction was done by myself, that I was paying for my rent, and that I also had a lot of evidence that showed the transaction was legit. She said they could do nothing at that time because the account was under investigation and hung up on me. The day after that, XX/XX/XXXX, I received an email from Citi saying my Citi accounts were going to be closed in 60 days because I had violated the terms of my account per the client manual. The email also said that if I believe the funds should be sent to me sooner than the expected closing date, I could call the number on the back of my ATM card or visit my local brunch. I was shocked. When I received this email, I was in XXXX visiting my family, so the fact they closed all of my accounts left me out of money for the remaining part of my trip. Also, I tried to explain to them I was paying for my rent and nothing else. On the same day I received this email, I called the Fraud department again to get a better explanation because stating I violated the terms of my account per the client manual seemed too vague. They said I was going to receive a letter with details as to why they had decided to close my accounts, a letter that I haven't receive until this date ( XX/XX/XXXX ). I read the client manual and understand Citi can close my accounts with or without reason. What I don't understand is why they need to take so long to close the account and send me my money back. I don't care about my accounts ; I only care about my money. I have bills to pay, and this situation has financially left me in a tough situation. On XX/XX/XXXX, after returning from XXXX, I visited my local branch at XXXX XXXX, XXXX ( As the email said ). The manager at the branch said there was nothing they could do since the Fraud department blocked my account, and they were the only ones who could unblock it. So, I did the second thing the email mentioned, which was calling the number on the back of my card, and again, no answers or solutions. At this point, I was very frustrated because I was following Citi 's instructions, which led to a dead end. On the same day, I called the Fraud department again to see if I could get my money sooner. Of course, they said there was nothing I could do except wait. I believe this whole situation is just unacceptable for a bank as big as Citibank. Closing my account for a transaction that does not exceed XXXX $ and that it's easily proved legit is just unacceptable. Not to mention making people wait 2 to 8 months to get their money back when some of us need it to live. I'm opening this case with hopes you can help me solve this issue as soon as possible, so I can get my money back. Any support you can offer is greatly appreciated. Thank you.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/XXXX, I opened a Citibank checking account ending in XXXX, and a savings account ending in XXXX. As explained in their " Priority Package '' promotion - opening both a savings and checking account, and depositing {$50000.00} minimum into checking for 60 days would earn a {$700.00} bonus payment. I deposited {$50000.00} into my checking account on XX/XX/XXXX - and left it in that account until XX/XX/XXXX - well beyond the 60 day requirement. Why did I never receive the {$700.00} promotion payment? I tried phone contacting Citi about this on XX/XX/XXXX. After spending an hour of being transferred between multiple representatives, waiting on hold many times, and continually having to verify my identity- no one could answer my question. I gave up. Just another example of how Citi gives false misleading information, and cheats customers.
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: 2023-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: We deposited XXXX checks on XX/XX/XXXX for a total deposit of {$9800.00}. XXXX days later the deposit was still not posted to our bank account. XX/XX/XXXX we went to bank and were informed that the deposit is there and should be in our account. They did not know why it was not. Error caused by bank- XXXX of the numbers missing when recording our bank account XXXX and that this would be corrected by XX/XX/XXXX. On XX/XX/XXXX we took a copy of the front and back of XXXX of our clients cancelled checks to show Citibank had cashed the check and to show where Citi Bank actually deposited our XXXX, the bank XXXX said that an Investigation Report should have been filed and should be corrected within a week and we should be patient. Since then we have contacted bank every week and each time we have been told it should be posted by the following week and to be patient. Our last communication was on XX/XX/XXXX. As of today XX/XX/XXXX, still not in our account. At this point we feel that our funds have been stolen or bank is involved in some kind of fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94621
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: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I am to believe that certain cc companies like citi and XXXX XXXX XXXX are forcing consumers to use their online service for payments and when they refuse to do so they will keep adding late fees on your account claiming that your payment was late ... it's a trend I've been noticing with these two banks in question ... currently my credit score has moved from XXXX to XXXX because I refused to pay their late fees and they won't reverse these late fee charges only keep adding it every month... please investigate these unscrupulous bank and fine them for these mal practice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11717
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: 2023-01-15
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I payed off my bestbuy credit card and closed the account after checking to make sure it was payed in full and now they are telling me I owe them money
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 506XX
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: My XXXX XXXX by XXXXi was closed on XX/XX/22 The card was dated to be good until XXXX A letter was sent to me that I never received but provided during this dispute to me that was dated XX/XX/22 stating I had until XX/XX/22 to use my card or it was going to be canceled. I tried to use the card in XXXX but the card had already been canceled. They refuse to either reopen the account or provide a new credit card account. I am not at fault here and their condition was impossible to meet. They are liars and need to be fined.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37620
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I first contacted Citi bank back on XX/XX/XXXX to try to block the merchant XXXX XXXX XXXX from being able to debit my account as I had been trying for 2 weeks prior to unenroll myself from their automatic payments for a service. Once I realized that XXXX XXXX XXXX wasnt going to try to help me I decided to go straight to my bank for assistance. On XX/XX/XXXX I called in and spoke with an agent and I explained to them what was going on and that I needed to block the merchant. The agent apologized for my experience with the merchant then proceeded to inform me that he did whatever needed to be done to block the merchant from being able to make any future transactions. I then thanked them and hung up. I then proceeded to call back within the first 2 weeks of XXXX because when I was reviewing my bank account, I noticed that there was the 2 changes from XXXXXXXX XXXX XXXX one in the amount of {$300.00} and a second in the amount of {$560.00} that had posted to my account. I called in because the transactions had posted and I needed answers as to what did I do wrong for this to have happened. I spoke with a different female agent who when I explained what happened, proceeded to try to skirt around any accountability from Citibank and instead kept trying to reroute my call to the claims department. When I noticed how I wasnt being given any proper explanation as to what happened and why it happened, I decided to ask the agent point blank to stop trying to skirt the issue and answer my question which was did the previous agent who assured me he had taken care of it actually follow proper protocol to complete my request? Yes or No? to which the agent tried again to not accept any responsibility on XXXX part and again tried to redirect my call to dispute. I did interrupt her and said Stop dancing around my question. I need an answer yes or no? Finally after the agent realized that I would not drop it she finally answered that no, the agent did not follow protocol. Once I received the verification, I needed I then allowed for my call to be transferred so that I could now get this issue resolved. Upon speaking with my first claim agent, I explained to him everything that happened including the mistakes made by the first customer support agent as well as the lack of accountability from the second agent I had just spoken with. I proceeded to also ask the claims agent to please explain to me what needs to happen in through and to inform me of any additional steps that I may need to take so we can finally get this resolved which he did. He did make sure to explain to me that I need to make sure to keep an eye on my mail as Citibank might send me correspondents requesting additional info so that they can investigate and resolve the issue. I then thanked the agent and hung up. The next time I called back into Citibank regarding my case was back on XX/XX/XXXX as I had received a letter from Citibank regarding a debit card that I did not have. When I called in the agent that I spoke with told me that upon checking the system he did not see any notes as to what that letter could be in regard to. When I asked him can he double check to see if perhaps it could be referring to my case/dispute as maybe it was referring to the debit card that had been closed out, he said that there was no way for him to see the numbers of any previous cards I had. He assured me that he checked my file and notes thoroughly and that there was nothing needed from me at this time. He even advised that the letter couldve been a scam so to just ignore it. XX/XX/XXXX I received a letter from Citibank saying that because I failed to respond to previous requests for more information regarding my dispute that my case was being closed and the credit that had been given to me was going to be debited to my account. I was obviously very confused and upset so I called in and was finally able to speak with a supervisor by the name of XXXX who informed me that I was told incorrect information during my last call on XXXX and that Citi had in fact reached out requesting more information and that he didnt understand why that agent failed to inform me of that and instead told me there was nothing needed from me. XXXX stated to me that the letters are right here in your file so there was no reason for that information to have not been available to that agent when you called in. He shouldve informed you. After my conversation with the first supervisor I proceeded to provide all the information requested of me and I faxed in the dispute letters needed. I called the bank again to verify that my letters were received and I got verbal confirmation that they were. I was then told that my case would be escalated and would be resolved in 5-7 business days. I waited the allotted time frame and then proceeded to call Citi back to ask for an update as my account was still overdraft. I was then told by a different supervisor in the dispute team that I was given incorrect information again and that it would take 14 business days. So I waited again and called back and was told again that I was told by yet another supervisor that it would actually take 90 days to process. I was obviously upset but agreed that I would wait the needed time. I proceeded to call back XX/XX/XXXX as that was when I was told to follow up and was told by another supervisor that there was no update however, she had escalated it to get me a response within 2 days. I had asked if there was a way for them the back office to let the front office know that the reason for my account being overdraft was due to Citibank 's own error, however I was made aware that they do not not have interdepartmental communication so that it was on me to let the front office know. I had advised that supervisor that I really needed a speedy response as my account was set to be closed on XXXX COB due to being over drafted. She understood my urgency and let advised she would call me back. She called back that same week and told me she confirmed that the credit in the amount of {$560.00} was approved and that I would be getting a letter confirming that, the only issue was that it was set to be credited to my account on XX/XX/XXXX which would be too late as my account would be closed on XXXX COB. She had advised me that she was trying to get her leadership to do a manual override and have it credited to my account on XXXX so that my account wouldn't be closed. I was however advised by multiple associates at Citibank that in the even my account would be closed before Citi finished their investigation, that it wouldn't be an issue as a check would be issued and mailed out to my place of residence. On XX/XX/XXXX I received a letter in the mail that my account was closed due to the extended overdraft. On XX/XX/XXXX I received a letter dated for XX/XX/XXXX that my dispute was resolved and closed in my favor and that I would be getting the credit in the amount of {$560.00} posted to my account. Since my account was closed I called the bank again to ask for a time frame of when I would receive this check. The new agent I spoke with told me that they were waiting on their processing department to process the issuing of the check and to please give them 7-10 business days. I waited the allotted time and my check has never arrived. In the time since XXXX of XXXX I have contacted Citibank numerous times via phone calls & via social media. Each and every single time I am told numerous conflicting information. I have been told my check has been issued and mailed, I have been told there is no update on either of the 2 disputes I have filed with them, I have also been told that all supporting information has not been received by them and I have also been told that " sorry we have no answers for you, please continue to be patient ''. I have been extremely patient with them since I first contacted them in XX/XX/XXXX. I feel as if I have done everything I can possibly do and I need assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90805
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/XXXX, I applied for a business checking account at a branch location in XXXX, XXXX on XXXX XXXX. The account was officially opened on XX/XX/XXXX. On XX/XX/XXXX, a deposit of {$15000.00} posted to my account. I have left the amount in the account, untouched, through the date of this complaint, XX/XX/XXXX. That is, I have not made any withdrawals on the account, nor been charged any fees that would reduce my balance. Per the terms of their new business checking account bonus, I should have received a {$500.00} bonus for XXXX ) opening an account on or before XX/XX/XXXX, XXXX ) depositing {$15000.00} within 30 days of account opening, XXXX ) and maintaining the balance for 60 consecutive calendar days as of the date of deposit. The bonus will then be credited to my account within 90 days from the end of the month in which the requirements were completed. Based on this timeframe, I met the 60-day balance maintenance requirement on or around XX/XX/XXXX and the bonus should have been credited to my account within 90 days as of XX/XX/XXXX. This would mean the bonus should have been credited no later than XX/XX/XXXX. I contacted the branch XXXX, XXXX, at the XXXX XXXX Citibank in XXXX, CA on XX/XX/XXXX via phone call. She confirmed I met the requirements and said the bonus will be paid within XXXX business day. On XX/XX/XXXX, I contacted customer service who said to contact the branch XXXX again. On XX/XX/XXXX, I spoke with XXXX again via a phone call, and she recalled that I qualified and said she would call me back but never did.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93711
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XXXX I placed an order for ( 3 ) {$100.00} XXXX XXXX gift cards through the Citi Thank You Points portal. Immediately after placing this order, I received notice that one gift card was canceled. I then received an email with links to the two remaining gift cards- however the links took me to the same exact gift card ( Rather than receiving two {$100.00} gift cards, I received a duplicate of the same {$100.00} gift card ). Trying to resolve this issue through Citi was a very long and grueling process. I eventually spoke to someone in the Executive Office who explained there was nothing that they could do, this was an error on XXXX XXXX 's part, and that they would have to track down the issue. I've spent an additional month chasing down this issue with XXXX XXXX customer service. I've spoken to multiple managers in the escalations department. They have submitted multiple tickets for this as a technical issue, and then never followed up with me as they promised they would. Eventually I filed complaints against XXXX XXXX with the XXXX and Attorney General. XXXX XXXX finally responded to my complaint with the following - " We send gift cards in bulk to the credit card companies that issue them with rewards. In cases for problem, you need to reach out to the credit card company the purchase was made through. We are not able to find the order for the gift cards. We are only able to look up the gift cards themselves to see the balances and where they were used. This is what the associate that helped you previously did. They found the gift card numbers, not the gift card orders. There is a distinct difference. We are only able to replace a gift card if an order that it was used on is canceled or returned and the gift card was already processed. I apologize for this. '' At this point I really don't care who's fault it is. This has been one of the worst experiences I've ever had with any business. At no time did I feel like Citi has owned this issue for me, they've just pushed it off to the next person. Considering that CITI facilitates the purchase of these gift cards using their thank you points, and a CITI branded email delivered the erroneous, duplicated gift cards- I believe this is CITI 's issue to fix. I'm sure I am not the first person that has experienced this error, and I won't be the last if this issue is not communicated to a person who has the power to fix it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43201
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A