Date Received: 2022-12-24
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: Hello, I will copy and paste below what I have sent to XXXX airways. They have been absolutely unprofessional with their behavior regarding refunds for cancelled flights as well as an additional large charge for a business class upgrade that was not granted. Please let me know what you need from me. I have sent in a complaint to them ant eh reference number is XXXX. " To Whom It May Concern : On XX/XX/2021 flight XXXX was scheduled to depart t XXXX am from XXXX XXXX and travel to XXXX XXXX, arriving at XXXX. Once arriving to the airport, my wife was notified ( after XXXX minutes at the checkin counter ) that the flight was canceled and that there would be no refund provided, the next flight was a full XXXX hours after, and a hotel would not be provided for her. Especially with COVID times, her PCR test was set to expire if she waited this additional time and had to book on a different airline very quickly and pay a fare of {$1600.00} dollars. I am very upset at this service. Per your own terms and conditions : " FLIGHT CANCELLATION If your flight is cancelled, you are entitled to the rights set out below except when : you are informed of the cancellation at least two weeks before the scheduled time of departure ; or you are informed of the cancellation between two weeks and seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than two hours before the scheduled time of departure and reach your final destination less than four hours after the scheduled time of arrival ; or you are informed of the cancellation less than seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than one hour before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival ; or ( in respect of any Right to Compensation ) we can prove that the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken by XXXX XXXX, including but not limited to political instability, safety and security reasons, weather disruption, labour disputes or failure or delay of air traffic control facilities. XXXX. RIGHT TO COMPENSATION If you are involuntarily denied boarding or your flight is cancelled ( provided an exception as specified above does not apply ), you are entitled to receive the following amount from XXXX : XXXX XXXX in respect of all flights of XXXX or less ; or XXXX XXXX in respect of all flights of more than XXXX. The compensation set out above will be reduced by 50 % if we are able to offer you re-routing on an alternative flight ( XXXX ) and the arrival time of such re-routed flight ( XXXX ) does not exceed the scheduled arrival time of the flight booked : by XXXX hours, in respect of all flights of XXXX or less ; or by XXXX hours, in respect of all flights of more than XXXX. The distances are measured by the great circle route method. XXXX. RIGHT TO REIMBURSEMENT OR RE-ROUTING If you are denied boarding ( whether voluntarily or involuntarily ) or your flight is cancelled, you are additionally entitled to choose between : ( a ) reimbursement of the cost of the ticket at the price at which it was bought, for the part or parts of the journey not made ; or ( b ) re-routing, under comparable transport conditions, to your final destination at the earliest opportunity ; or ( c ) re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats. If your flight is delayed by at least XXXX hours and you elect not to travel, you are entitled to receive reimbursement as set out in point ( a ) above. XXXX. RIGHT TO CARE If you are involuntarily denied boarding or if your flight is cancelled or delayed by more than XXXX hours, ( in the case of flights departing from XXXX or XXXX, the qualifying delay is XXXX hours or more ) we will offer you, free of charge : meals and refreshment vouchers in reasonable relation to the waiting time, as long as it will not further delay the departure of the aircraft ; XXXX telephone calls, telex or fax messages or e-mails; hotel accommodation in cases where a stay of XXXX or more nights becomes necessary, or where a stay additional to that intended by you becomes necessary ; transport between the airport and place of accommodation ( hotel or other ). If your flight is delayed as specified under XXXX Delays above or cancelled without notice being given to you prior to your arrival at the airport of departure XXXX XXXX will offer you items ( a ) and ( b ) above. If, as a result of the delay or your being re-routed following a cancellation, your new time of departure is reasonably expected to be at least the day after the original day of departure, we will also offer you items ( c ) and ( d ) above. None of this was offered. Per this contractual agreement, we are entitled to XXXX euro for the flight cancellation and the distance of travel, the notification of the flight cancellation came at XXXX, less than XXXX hours before the flight. There was no other flight option provided by XXXX until XXXX hours later. We were not offered any of the right to care that is stated in your terms and conditions, as well. In addition, we were also not refunded the amount that we won on a bid to have business class for this flight. This service is unacceptable and I will be contacting the XXXX XXXX XXXX about this occurrence if it is not made right by XXXX and we are awarded what is stated in this contract. We have screenshots and emails of all communications received from XXXX and will not accept this lack of ethical behavior from a company. I await your response. Thank you. XXXX XXXX and XXXX XXXX This was sent and communicated with Citi bank. I have provided screenshots of the cancelled flight. They have continously denied our claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-23
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I keep communicating with Citibank through chat and phone they keep refusing my payment on the phone and chat. The representative said I only owe {$370.00} and when statements came shows XXXX. In the state of California a verbal agreement is the same as contractual agreement. I am taking this to small claims court. I am asking for any fees and interest removed because accounts are closed.Also due to the reps refusing payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94544
Submitted Via: Web
Date Sent: 2022-12-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-23
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: My name is XXXX XXXX, i opened an account with Citi Bank on XX/XX/2022. i made sure to transfer money on the account to make sure it stays active. I received my card a few days later but only used the checking account. On the evening of my birthday XX/XX/2022, i then decided to close my savings account and then proceeded to open another checking account and i also requested for a bank card to be sent to me. Then on Wednesday XX/XX/2022 on my birthday i walked into a Citi branch XXXX XXXX XXXX XXXX, XXXX FL XXXX and proceeded to have them give me a temporary card for the second checking account. The teller that helped me at the branch his name is XXXX XXXX which was very helpful with his manager also, but what ended up happening since both account were linked they had to unlink them which was fine because i still had a temporary card. The branch manager then came and completely messed up everything by ordering me another card for the first account which both acct were going to be separated. I left the branch very upset because it meant that i had no money to use whatsoever until i received the card. I received the new card on XX/XX/2022 which i then activated, i also deposited my check which was given to me by my employer, check date was for XX/XX/2022 which i thought would be clear by the following day. ON XX/XX/2022 my account was then blocked for suspicious/fraud activities, i then told both the representative and account specialist this was a check i received with my name and address on it and my employers name ( XXXXXXXX XXXX XXXX and gave them the employers phone number to verify. She told me to call back because it would be handled by the following day since the check is dated for XX/XX/2022, i called that morning just to find out that my account is still locked and closed and a check will then be mailed to me and that there is nothing that can be done because the account is flagged. Here i am with no money, i can't even buy food, pay bills or pay for my suitcases to fly to go see my family. They have no consideration and no one cares to help, i am overwhelmed, tired and crying because of this ordeal. I will never bank with Citi because they have no sense of doing business, i hear so many stories similar to mind and quite frankly i find it very disgusting that this is how you treat a customer who has done nothing wrong, and has given you countless of proofs. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33172
Submitted Via: Web
Date Sent: 2022-12-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-23
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/2022 i shopped and purchased the required amount on a mail flyer for a {$25.00} savings at the HOme Depot store XXXX in XXXX, GA. The cashier scanned the mail coupon code and just said " this is a credit to my account and not taken off immediately. Usually XXXX is taken off at the point of sale, I thought this was odd. I have called both HOme Depot customer case and Home Depot credit card services. When i first called in XXXX to The credit services, they said it takes 1 or 2 billing cycles for the credit to appear. I have been XXXX billing cycles and still no credit applied. I then in turn called Home Depot customer care. They tell me its all handled under Credit card services. When i called back to Credit services they tell me its not them and to take the issue to Home Depot customer service. I didnt see anywhere on the mail promotion that would indicate any delay or waiting for any rebate. The attached receipt documents the XXXX promotion.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30066
Submitted Via: Web
Date Sent: 2022-12-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-23
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: In the name of XXXX few people made a huge trap and XXXX XXXX they are looting targeting women 's only. i am one of them and i have connected the bank once i got to know about fraud and with in 3 days bank and cyber crime has been reported. My bank XXXX and CITI bank not even taken action against fraud and XXXX and XXXX XXXX have nearly XXXX customer who involved in the fraud/scam. from 2 months working with all bank but not even single bank shown reposibility. Police e mails has been ignored by all Banks.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-24
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Date : XX/XX/XXXX Total of {$2700.00} Things purchased : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX All of these things were purchased on the dates of XX/XX/XXXX, and XXXX of the year XXXX, the first 2 purchases were made at the same location of XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX The last purchase was made at XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I contacted Best Buys customer service on XX/XX/XXXX and they told me that they will close out the old credit card first used for the first purchases and provide me with a new credit card number. On XX/XX/XXXX the last purchase was made with the new credit card number provided by Best Buy. I am just wondering how these credit card fraudsters managed to get my new credit card number when I dont even have the credit card yet. My credit balance is also a max of {$3000.00} and now there is a total of about {$3900.00} that I owe to that credit card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60629
Submitted Via: Web
Date Sent: 2022-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-24
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I received a notification on XX/XX/XXXX that we can shop on XXXX and for purchases over {$300.00} we could request a flex pay of 12 months. When we did the large purchase on XXXX Friday sales on XXXX on XX/XX/22 for {$350.00} and for {$1100.00} we only got the 6 months offer from CITI. I called on XX/XX/22 to ask why we didn't get the 12 month flex pay as offered on their website when I log into my account. They said I only qualified for the 6 month offer. Which is not what the offer shows on my account. I called again on XX/XX/22 spoke to a supervisor who said I had to show proof of my offer and email it to XXXX which I did on XX/XX/22. Not hearing from them I sent another email on XX/XX/22 asking for an update. Then I received an email from them on XX/XX/22 stating that they lumped XXXX small charges from XX/XX/XXXX - XX/XX/XXXX into XXXX 12 month flex pay???? These purchases by themselves did not qualify for the XXXX flex pay yet they lumped into a 12 month flex pay which they say I wasn't offered?!?! We were asking for the XXXX large purchases done on XX/XX/22. Why do they offer it and not honor the offer? To me this is false advertising. We purchased the large items with the idea that we had 12 months to make the payments. Then today in the mail I get a letter from CITI which doesn't answer my complaint at all. I included a copy of the letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96707
Submitted Via: Web
Date Sent: 2022-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-22
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/2022, I was working and had some tech issues with my computer. I contacted XXXX XXXX, the tech service I use with Best Buy. I usually contact them online through the chat function. I tried that twice and they dropped me both times so in frustration, I XXXX the XXXX XXXX number and obtained it and called them. When I called them, I was frustrated at having been dropped twice. The guy on the line identified himself as XXXX XXXX and said he would bump me up to the front of the line and would have a XXXX contact me in XXXX minutes or so to follow up with my issue. He had me pull up a best buy box that I put a special number in that would bump me up in line ( this feature had been used before with the XXXX XXXX XXXX so I recognized it ). About XXXX minutes later, guy XXXX called me ( the " XXXX '' ). When the 'manager ' called me he began running programs on my computer. He kept asking me to check my internet connection and was asking for the XXXX XXXX on my XXXX etc so i was frequently walking away from my computer. He kept showing me some 'old files ' that needed to be cleared and it would cost XXXX to clear them ( at this point, he was buying a XXXX gift card from best buy online ). When I asked what he was doing, he explained that he would override the cost at the end to XXXX but that was needed in order to clear out my extra files. I explained I had never been charged any extra before and he replied it was only XXXX. He asked if I consented to the XXXX XXXX. I reluctantly said yes and that's when he charged the card for XXXX. I saw that he didn't override the final charge and got mad at him. He said " oops. Sorry i can't refund that but I can compensate you in your bank directly. You bank with XXXX XXXX XXXXXXXX XXXX? '' i said yes. He then opened up my bank account website ( with my help as I thought I was getting a refund ). Again, he has me walking away from my computer and I saw that he had set up a XXXX account to someone named " XXXX XXXX. '' He was transferring XXXX OUT of my bank account. I came back to the computer and started yelling at him that he was making things worse. At this point, I still hadn't realized it was a scam ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). I thought he was really inept and I trusted that I was speaking with the real XXXX XXXX. He cancelled the pending debit from my bank. I was still frustrated that he wasn't asking the right questions to help me resolve my tech issue. I started screaming at him at this point and I think he felt bad b/c he just said " turn off your computer. Just listen to me. Turn off your computer. I will call you back. '' I had work to do so I was irritated that I would lose even more time working. After we hung up, I called best buy and they transferred me to the reaXXXX XXXX XXXX. They confirmed that the order number ( generated for the XXXX gift card ) was invalid. They asked me to send the order confirmation email to XXXX XXXX XXXX XXXX and to bring my computer in immediately to check for viruses. I immediately called my credit card company, XXXX XXXX, to dispute and let them know about this fraudulent charge. They told me I had to wait a few days for the charge to go through and then dispute it. So I did that. As a result of this fraud, I had to change my bank account that I had for XXXX years. I had to change all my passwords. I had many viruses on my computer that this guy had put on it so I had to have all those cleared. I have received many more phishing emails and both of those guys ( guy number XXXX and guy XXXX " the XXXX '' ) continued to call me for days after ( but I never answered them as I figured out by then it was a scam ). On XX/XX/2022, I made a report to the XXXX police dept. They told me I had to make a report to the Federal Trade Commission so I did on XX/XX/XXXX. After a few days, after the charge went though, I called and disputed it. They initially gave me credit and went back and forth with the " merchant '' who in this case is the scammer. The scammer sent me a best buy gift card in the mail. He had a tracking number. It's not a valid gift card. I told my credit card company all of this. I have sent them an explanation and sent them documentation of my complaints with XXXX police dept and FTC and the email forwarded to XXXX. They investigated it and sided with the scammer merchant. I called them again and asked why they made that decision. They told me I had to get a charge slipback from the merchant. They are asking me to go back to my scammer and ask him to unscam me. This makes XXXX sense. I told them to call the real best buy give them the order number and ask if that's a valid number. Despite all the info I gave them, they ignored all my documentation and sided with the scammer. After their documentation on XXXX XXXX informing me they were siding with him, I contacted them and spoke with a very nice lady. She said as a consumer I had never made a billing dispute in my 11 years with them and she would address it with them. They had XXXX business days to reopen the investigation. On XXXX XXXX, it was the XXXX business day and they didn't reopen the investigation. I closed my account with them as a result on XXXX XXXX. I realized that they are not believing me and are siding with him even though I have given them a lot of info and proof and given them an easy way to really resolve it ( call best buy ) Furthermore, I called them IMMEDIATELY to resolve it and they told me to WAIT until the charge went through. I want this XXXX charge addressed with my credit card company. It is the XXXX XXXX citicard XXXX XXXX XXXX XXXX phone number XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78749
Submitted Via: Web
Date Sent: 2022-12-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-22
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I had mobile deposited a check I received from my job as a bonus to my Citibank account. The next day I went to check the status of it clearing and I was unable to get into my account. I called and was able to access the app and look into my account. That same day I used my debit card to make a few purchases which all went through. The following day I was unable to access my account again. I called customer service and was notified that my account was on hold to close and my debit card as well as the money now in my account would be inaccessible until an investigation was done which could take up to 30-60 days. I was given no email or phone call prior to this happening and was also given no explanation as to why my account was on hold. Everything is frozen now and I cant access anything with my account and I really needed that money to be able to get an apartment as well as for XXXX gifts for my family. This is not the first time Citibank has done this to me and all I want is my money out of the account and the account closed and I will never use Citibank again. Please any help you could give towards this goal would be greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10591
Submitted Via: Web
Date Sent: 2022-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-22
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, Best Buy states they delivered XXXX XXXX camera I purchased. I get home and there's no package there, it was stolen. I submitted a dispute through my Citi Best Buy card and also submitted a previous CFPB complaint. They state that they gave " Monetary relief '' on the transaction, but all they did was issue a temporary credit while they did their " Investigation '' - in which they DENIED my credit back even though the package was stolen and a police report was also filed. The fact that they go to these insane lengths to avoid providing a sensible resolution like they should is insane. The fact that they're still holding me accountable for a {$850.00} charge that was STOLEN is unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78258
Submitted Via: Web
Date Sent: 2022-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A