Date Received: 2022-12-31
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: To whom it may concern, I would like to share a situation that my husband and I experienced and are currently still experiencing with Citibank Credit Card and a fraudulent company.We have two credit cards from Citibank that we use for different purposes. One card we spend anywhere from {$60000.00} to {$100000.00} per month and the other about {$2000.00} to {$5000.00} monthly.We have had no problems over the years of having these cards until XXXX of 2022 when a charge was processed without our consent and we made our first ever dispute.My family of XXXX goes to XXXX for a week to 10 days each year for vacation. Last summer marked the 11th time weve visited. We rent a car each time to roam around the island and enjoy its beauty and sites. We choose the XXXX company to rent from because it feels safe. Its a reputable company and we bookit through the XXXX website and use it on a regular basis in the United States. Each year we decline the extra insurance and in all the years it hasnt been any problem.We land in XXXX as scheduled and after going through customs and getting our bags, we go to the XXXX counter to get the vehicle. When we checked in at the XXXX counter, they informed us that they did not have the vehicle we selected because it hasnt been turned in yet from the previous renter. They gave us a different car and told us that its not a problembecause it would be turned in at noon and they would bring it toour hotel. After signing the paperwork, they keep the paper and then we were escorted to the temporary car. They have a paper and you do a walk-around the car and point out any scratches, dents and any other visual imperfections. They note it on the paper and you drive away.At XXXX, they bring the originally rented car to the hotel as promised. We again do a visual inspection of both cars and everything is noted, they sign and keep the paper. We didn'tdrive the new car until the evening when we went south to feedthe racoons with our kids. Thats when we realized that the air conditioner didnt work. We called them the next morning and they brought another car. Again, we do a visual walk-around of the vehicle with the broken air conditioner and also the car that they are replacing it with. They sign the paper and keep it. We drive the 4th vehicle for the remainder of the week without issue. When its time to come back home to Texas, we drive to the airport to return the car to XXXX. They come out and they do a visual inspection of the car, they sign the paper and keep it and we fly back to the states. A few days after arriving back home, we notice a {$14000.00} charge on our Citibank Credit card from XXXX. We were shocked but figured it had to be a mistake. We called XXXX in XXXX and they told us that there was a problem with the car that we had for 24 hours. They said that the alignment was off. Id liketo point out that these cars are not in immaculate condition to begin with. People are constantly renting and returning them. This is also the car that they brought to us at XXXX after it had been returned at XXXX. Its also the same car that didnt have a working air conditioner that they obviously didnt catch in the visual walk-around that they did with the previous renterbefore bringing it to our hotel. Alignment is a wear-and-tear maintenance that is normal in all cars, especially with 30,000+ miles on it.We dispute the Citibank credit card charge in XXXX. The credit card company tells us that we lost the dispute because the merchant never responded after 30 days. This seems very backwards to us because we have a small business and have had people dispute against us and the burden of proof is on the merchant, not the customer. We hired an attorney to help us navigate this situation. She called Citibank and spoke with themfiguring that there was a mistake in all of this. She has Citibank on recording saying that the merchant never responded. Citibank reopened the dispute and took the charge off of our account. Weeks went by and Citibank then told us thatwe lost the dispute again because the merchant responded! At this time it has been well over 90 days.It turns out that XXXX in the USA is NOT connected to the XXXX in XXXX, XXXX. XXXX in XXXX is a fraudulent company using the XXXX name to gain the trust of their unsuspecting UScustomers. The XXXX name is, in fact, the reason we chose to rent from them because we rent from XXXX almost monthly in the US. They kept all the papers, they can easily create whatever invoices are asked of them. This is not a reputable company. They didnt have the time to thoroughly inspect the car given tous that we had for merely 24 hours. How can they know who did what to the car? But either way, alignment is regular maintenance and certainly doesnt cost {$14000.00}. Yet Citibank is choosing to side with a fraudulent company rather than their owncustomer of years.Put yourself in this situation for a moment. You go to a vacation with your children and rent a car for {$600.00}, but then get charged {$14000.00} when you get back home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: I alerted Citibank and my bank XXXX XXXX XXXX XXXX XXXX XXXX South Dakota about a fraudulent Citibank account that scammed me of {$21000.00}. I sent them all the information about the account with dates, name, routing/account numbers. They have promised to do a full investigation but have went silent to me and my bank. Banks such as Citibank are required by federal law and applicable regulations to know their customers and understand their banking activities and conduct. They failed. I have offered them plenty of time to conduct an investigation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SD
Zip: 57106
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: I alerted Citibank and my bank XXXX XXXX XXXX XXXX XXXX XXXX South Dakota about a fraudulent Citibank account that scammed me of {$21000.00}. I sent them all the information about the account with dates, name, routing/account numbers. They have promised to do a full investigation but have went silent to me and my bank. Banks such as Citibank are required by federal law and applicable regulations to know their customers and understand their banking activities and conduct. They failed. I have offered them plenty of time to conduct an investigation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SD
Zip: 57106
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Threatened to contact someone or share information improperly
Subissue: Contacted you after you asked them to stop
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Billing Error This creditor is in violation of laws :15 usc 1692b ( 2 ), 15 usc 1692c ( a ), 15 usc 1692d ( 2 ) ,15 usc 1692g ( a ) ,15 usc 1666d ,15 U.S. Code 1692.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11207
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: My credit card company ( Citicards ) has raised my interest rate from below 12.24 % to 20.24 % since XX/XX/2022, and recently lowered my credit limit substantially. I have called and asked for a reason, and gotten no response. I believe that both of these actions have affected my credit score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Dear sir/madam, XX/XX/ I am writing this to complain about Citi-Bank credit card ( XXXX XXXX ) I have applied for Citi-Bank credit card and received my card on XX/XX/. I followed the website and invitation number that the company provided me. The document written as : I am pre-selected to apply. Apply in this particular webpage, after approve, receive 0 % APR for 18 months and {$200.00} reward after spending {$500.00} within the first three months of account opening. The document is uploaded. After, I received the card, I activated it and started to spend money hoping to get the reward. After I reached their requested goal, I called the company and ask them to honor the {$200.00} reward. Their customer service told me, I am not qualify for this reward since I have a XXXX XXXX card. She said : I shouldve applied for XXXX card! Only customers with XXXX card will receive this reward. I told the customer service, I have applied for the card that your company has directed me according to the paper that they mailed me with the webpage and invitation number. Their customer service told me to send the document to the following address : XXXX XXXX XXXX XXXX XXXXXXXX, SD XXXX. After few weeks, I called them back to follow up. Their customer service transferred me to the supervisor. He told me, I should email the document to the following emails : XXXX & XXXX I provided anything they were asking for. I pursued the matter, finally, their application department told me somehow my application was overwrite and they sent me the wrong card. I am assuming, this conversation has happened over the recorded line. The application department did not know the reason for sending me the wrong card? And why they overwrite my application? I brought this issue to three more different supervisors. Although, they were polite and courteous, but they had no power!!! The third supervisor, XXXX told me she will make sure to give me an offer that satisfies me. Few weeks later, the last supervisor, XXXX, told me that theyve already made the decision that I have to re-apply for XXXX card. She had No explanation, why? My argument is that : It is their mistake and they sent me the wrong card. I followed their direction. For consumer, this is misleading!!! I trusted them, assuming that they sent me the right card, so I started to use the card to achieve the goal. They should honor the reward. The Citi Ban wants to disregard their mistake and they are blaming it on the customer!!!!. They are telling me that I used a wrong webpage!!! I show them the proof that I used the right webpage, but all they say : I am sorry the Application offices came to the conclusion that I need to re-apply ( These are in the recorded line conversation ). I told them, your application department acknowledge their mistake!!!! Now, my request is : They should grant me 0 % APR for 18 months and {$200.00} reward. Thank you for your time and 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: SC
Zip: 29209
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: For the month of XXXX I was sent a Citicard offer for {$25.00} credit if I spent {$500.00} at restaurants by XX/XX/XXXX. I met the terms and never received the credit. I have called in XXXX, XXXX, XXXX and numerous times because it now says {$25.00} is past due. When I have spoken to an agent two agents say they saw where I was due the {$25.00} and the offers department says they do not see it. I am BEYOND frustrated. I have perfect credit and never have been late or past due in the 45 years I have had credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Please be advised this complaint is being made with regards to Citibank and their Dispute Investigation Department. The following reference numbers are associated with this complaint ; XXXX XXXX XXXX XXXX On Thursday, XX/XX/XXXX, I, XXXX XXXX XXXX became a victim of a fraudulent scam. It was understood that I was purchasing a XXXX XXXX puppy from a breeder located in XXXX, Ohio ( see attached contract ). Not being able to reach the breeder, I became concerned and filed a dispute with Citibank on XX/XX/XXXX. The first dispute reference number is : XXXX in the amount of {$1200.00}. Subsequently, on XX/XX/XXXX, I contacted Citibank once again and spoke with XXXX and was provided another reference number : XXXX. It was explained that this dispute for monies fraudulently taken were in the amount of {$600.00} and {$900.00}. On XX/XX/XXXX I contacted the Citibank Dispute Department and spoke with XXXX at XXXX XXXX XXXX XXXXXXXX stated the investigation was still undergoing. On XX/XX/XXXX at XXXX XXXX XXXX I submitted supporting documentation, i.e., FBI Complaint, CFPB Complaint, FTC.GOV Complaint, Complaint made to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX see attached ). Called Citibank on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX to request an update pertaining to faxed documentation. On XX/XX/XXXX contacted XXXX XXXX Department requesting an update on the investigation and spoke with XXXX. Email follow-up sent by XXXX at XXXXXXXX XXXX XXXX On XX/XX/XXXX called Citibank Dispute Department and spoke with XXXX, he stated " the investigation is ongoing and was provided a credit to my account in the amount of {$1200.00}. On XX/XX/XXXX. XXXX contacted Citibank Dispute Department the CSR stated that the Investigation Team denied my dispute. I was then transferred to XXXX who I asked to appeal the decision. Was provided a new reference number : XXXX On XX/XX/XXXX aXXXX XXXX XXXX XXXX., contacted Citibank Dispute Department XXXX XXXX follow-up and spoke with a XXXX. She stated that the appeal is in its " pending stage and the case was reopened ''. Explained to XXXX that this individual who took my monies is an imposter and using a fictitious profile on XXXX, using stolen picture 's of humans and dogs. Pretending to be a dog breeder and using a fictitious XXXX XXXX called XXXX XXXX XXXX which was requesting {$1500.00} to be paid to them, hence I refused. On XX/XX/XXXX, I requested to appeal this investigation and was denied. Citibank stated I was only able to receive a partial refund in the amount of {$760.00}, whereas I am at a financial loss in the amount of {$1900.00}. Furthermore, Citibank has been unhelpful with this investigation and on XX/XX/XXXX debited my checking account in the amount of {$1200.00} placing me with no monies and in the negative balance. Moreover, with all my supporting documentation submitted of over XXXX ( XXXX ) pages sent to Citibank, they still have gone ahead and denied my appeal and investigation. Regardless, I have become a victim of fraud and a scam. I changed all passwords and XXXX finally has closed the deceptive " persons '' page after reporting this nearly fifteen ( XXXX ) times. My monies are FDIC Insured and therefore, I the customer of Citibank since XXXX have never had any issues until recently, and Citibank should have taken the loss with attempt to their " investigation '' with the opposing parties financial institution. In sum, I am requesting the CFPB assist me with my complaint and obtaining any and all monies that are owed to me. I thank you in advance for you time and consideration. Regards, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34952
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: my complaint is for XXXX XXXX XXXXXXXX XXXX. we tried to book a room with them on on XXXX through there website. First time the website took us out and didn't show anything and i figured it was a glitch and tried it a second time and the same thing happened, didn't give any information. I then proceeded to go to XXXX and booked through them. When i arrived at the hotel and checked in through the XXXX confirmation i told the clerk at the desk about what happened and that i was charged and they informed me they were sorry about that and would help reverse it right away. That didnt happen. I been trying to get this resolved through mu credit card Citi bank as that was the form of payment i used to pay for XXXX and through XXXX. i wrote a statement that citi bank needed me to send them to send to the merchant to explain what happened and the merchant denied all claims and keeps reversing back the charge to my credit card two charges for $ XXXXthe merchant can clearly see my stay with them was through XXXX XXXX They need to make sure they are reading all the statements how can it be any fault if there was a glitch on the website. the clerk at the desk could had told us it wouldnt be reversed to handle it then in there but they said we will take care of it and we are sorry.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90201
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Cbna bank XX/XX/2022 i got a hard inquiry that i want deleted. By XXXX XX/XX/2022 i got a hard inquiry that i want deleted also. I say this because as you can see i have nothing on my credit report before that, because i never knew anything about it. I jus started working on my credit in august with credit lines i have on my account now thats the only thing i recognize. I gave No consent for those other inquirys
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 298XX
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A