Date Received: 2022-12-18
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: On XXXX, my husband, XXXX XXXX XXXX, died from XXXX at the age of XXXX. Needless to say, this was a very unexpected event and my grief has been overwhelming and at times, disabling. My late husband and I have several credit cards and I didnt have a list of who was the primary card holder on each account. If he was the primary account holder, those accounts were closed. Citi card closed three accounts for which I was the primary account holder as Citi Card thought I died. I tried to log into these accounts to make payments, but since Citi Card closed them, I was unable to make payments online. I assumed, during my grief, that these were his accounts. It wasnt until I received a letter trying to reach my estate, that I realized they were my accounts. I immediately called and rectified the situation, including getting all accounts current. Unfortunately, these accounts had late payments and were reported to the credit bureaus. I did a dispute with all three credit bureaus as instructed by Citi Card, however they not remove these negative items from my credit reports. I have called Citi Card on multiple occasions to attempt to get this resolved. They were unable to be of assistance. Each time, Citi Card remove the deceased comment from my credit report. While I appreciate that, I need help to remove the late payments from my credit report. Specifically, regarding Citi card ending in XXXX, I made a payment in XX/XX/XXXX and not again until XX/XX/XXXX. For Citi card ending in XXXX, I made a payment in XX/XX/XXXX and not again until XX/XX/XXXX. For the Costco Citi card, I made payments in XXXX and XX/XX/XXXX and not again until XX/XX/XXXX. Again, Citi Card closed those accounts thinking I had died, when in fact it was my husband that passed away. Given the nature of this situation and my long history of making payments on time, Im requesting that the late payments be removed from my credit history as it had a huge negative impact on my credit score. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IA XXXX ( formerly XXXX XXXX XXXX XXXX, IA )
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: 2022-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-18
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: I have disputed several times with multiple Credit Reporting Agencies the claims of this company. I have requested proof of validation containing my original signed contract, thereby verify ownership. As of today, XX/XX/2022 I have not received such documents, however said company persist on reporting falsely on my credit report, detrimentally damaging my identity and credit worthiness.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-18
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX I received a call from the Citi Fraud number, XXXX. I was told later it must have been spoofed. Before answering I quickly XXXX the number and the results showed that this was the Citibank Fraud number, so I took the call. Later, I even tried calling the number on a separate line while the original ( scam ) caller was on hold, but it went to a call center and I was put on hold. But it had the recognizable phone tree of Citbank and I could not get a person easily, I then assumed the call I was receiving was in fact legitimate. I recall having received such calls in the past from Citi questioning a charge. The caller said a suspicious charge was on my account and could I please confirm if I had made this purchase. I logged on to my account and in fact there was a charge in the amount stated. In logging in I had some difficulty and the caller said they would send a verification code to my cell which they did, The verification code arrived from the Citi texting service, I have previous legitimate texts from Citi on the same string. This seemed utterly legitimate at this point. They provided me with a temporary log-in which I used. Obvious to me now, the scammers had full account access at this point. The caller then told there was another XXXX transfer form my account which I could allow to complete and then dispute or if we executed transfers from XXXX to myself, I would be able to prevent the fraudulent charge. I then followed the direction of the individual. 3 transfers totaling about XXXX were made before I realized hat the numbers I was entering were not Citi codes or Citi security measures. I saw then almost immediately that I had been scammed and called the Citi fraud number, XXXX searches and Citi website searches directed me to call the same number, XXXX. After navigating the phone tree which does not mention fraud or security concerns, I was directed to a call center overseas. I was beside myself and while the individuals were sympathetic and helpful as they could be, they were unable to escalate this to any US security for over an hour. They asked nearly all the same questions as the scammers did, and requested my Social Security to verify. I refused. They eventually verified that the account had been drained and that 2 more checking accounts were opened under my name. They asked if I would like to lock the accounts which I did, They also offered to send a new ATM card to my address, which the scammers had offered to do as well. I refused as I had no trust in anyone now. They said in that case I would have to go to a Citi location to set up new access for the funds that remained in my account.. Both XXXX and I had tested XXXX XXXX XXXXXXXX XX/XX/XXXX, the day before the theft and I was not feeling well and began running a fever. I was finally put on the phone with an individual in Citi Security located in Texas. He said this scam was happening more often and that an investigation was underway for my case. He also mentioned that there seemed to be a loan request and that my case was one of identity theft and not just a XXXX scam. I was not able to leave the house until Monday XXXX due to XXXX XXXX requirements. Before going to the bank I logged on to the account again and discovered that the same temporary login given to me by the scammers had not been changed. On Monday XXXX I met with XXXX XXXX at the XXXX XXXX Citibank branch in XXXX XXXX. She took some time looking into the fraud case on my account. She told me that there were also 2 additional checking accounts, both empty, under my name. These were created by the scammers and somehow used to funnel the money out of the account. I mentioned the log-in being the one set by the thieves and she then took steps to further secure my account, which had not been done previously and you said it would need to be closed after the investigation. She also let me know that the thieves would have had access to statements and some information about linked accounts. Our XXXXXXXX XXXX account, which funded the deposit for the house, might be at risk, I contacted XXXX and locked the account, She mentioned that this seemed to be not only a XXXX scam but case of identity theft. I have a XXXX account and I contacted XXXX to have my credit locked. In fact a loan was requested on XXXX of the false Citibank accounts and a hard credit report had been pulled under my name through XXXX. I have disputed this with XXXX and it is under review. I have since received an ATM card for one of these fraudulent accounts and checkbooks for both fraudulent accounts. I still receive emails regarding these accounts asking me to activate my card and to activate direct deposit. On XXXXXXXX XXXX XXXX XXXX and on XXXX our daughter XXXX XXXX XXXX XXXX XXXX XXXX. Thanks to XXXX XXXX I was able to withdraw some of the cash that was still left in my original account so I could pay rent. She also spoke to Citi fraud investigators, which took some effort to contact on her part. She relayed to me that a provisional credit would be given to me for the stolen money on XX/XX/XXXX. She then asked me to come back and see her at the bank on that date, XX/XX/XXXX, I went to the bank Wednesday, XX/XX/XXXX, but due to appointments and work I arrived just after closing. XXXX XXXX greeted me at the door though, and asked me to send an e-mail to her. Per XXXX XXXX 's direction, I logged on to my Citi account on XXXX to see if there was a conclusion on the investigation. Unfortunately the attached letter from Citi states that they will not protect XXXX and me from this theft of about XXXX I received a letter on XXXX stating that my legitimate account was in blocked status. Other than this letter, I have not been contacted by Citibank to request further information as part of their investigation. This will effectively ruin our foreseeable future. We were in closing on a fixer upper in XXXX, with a deposit of XXXX on that. I am afraid we will not be able to close now and we will have to forfeit the deposit since we will not meet liquidity requirements. Forfeiting the deposit will bring this loss to about XXXX. I do not think we would recover from this loss and ever be able to purchase a home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11206
Submitted Via: Web
Date Sent: 2022-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-18
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I had 2 promotional balances one that was to expire on XX/XX/XXXX ( XXXX call this # XXXX ) and one that expires in XX/XX/XXXX ( XXXX call this # XXXX ). I allocated all of my payments after the minimum payment to the promotional balance that was to expire in XXXX ( # XXXX ). This allocation was made on XX/XX/XXXX. The promotional balance for # 1 was {$99.00} prior to an extra payment of {$100.00} that was made on XX/XX/XXXX and should have completed promotional balance # 1. However somehow that {$100.00} payment was applied to promotional balance # 2 erroneously. I call Citibank 4 times, the first time was in XXXX ( around the XXXX ) after the payment was made, to ensure the payment made was allocated to the correct balance, I was assured it would be. The second call was early XXXX when I noticed it indeed was not allocated to the correct promotional balance. I was told it would take about 2 weeks but it would be fixed. I then called a third time on XX/XX/XXXX and spoke to a XXXX named XXXX, because it was still not corrected. I was on the phone with her for over an hour to get this fixed to make sure I wouldnt be charged the interest for this promotional balance. XXXX told me it would take a couple more weeks for this to be resolved but I should see it fixed on my next statement. I expressed concern because I had been trying to get this fixed for well over a month and when I get my next statement it would be past the expiration date of the promotional period. She told me not to worry because it is documented that I have been trying to remedy the situation for a month and a half that Citibank would make sure I wouldnt be charged the interest associated with this promo balance. To my dismay when I looked at my statement on XX/XX/XXXX, I was in fact charged the interest for this promotional balance that was supposed to be paid off on XX/XX/XXXX. I called Citibank again today and spoke with a woman named XXXX XXXX her ID number is XXXX ) XX/XX/XXXX and explained the situation for the fourth time and was then told there was nothing they could do except to give me a mailing address with a XXXX XXXX XXXX send a letter and file a complaint. This is not the first time Ive had a misallocation of funds from this bank. The exact same thing happened last year as well. Luckily I have always kept meticulous records and they were able to fix the situation last year but somehow this year they are unable to fix the issue. My promotional balance that was to expire on XX/XX/XXXX shouldve been zeroed out on XX/XX/XXXX and I should not have been charged the interest for that balance. I have a big concern for not only myself but for other customers that are not as attentive to their finances as I am. Please help me with this issue and hopefully this will deter them from doing this to others. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48706
Submitted Via: Web
Date Sent: 2022-12-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-18
Issue: Fraud or scam
Subissue:
Consumer Complaint: COMPLAINT ID XXXX SUBMITTED ON XX/XX/2022 The bank keeps kicking the can down the road without resolve. I dont wear out all that easily.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02050
Submitted Via: Web
Date Sent: 2022-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My name is XXXX XXXX, and I am responding to the request in regard to my credit report. I have contacted Macys to inform them of my financial situation on several attempts during the COVID pandemic XXXX, only to be turned down each time. This is the only account on my credit report that has closed during this time due to the fact that they didnt offer me any assistance. All of my other accounts are in great standings, and I fulfilled all of my agreements with them as I would have if Macys had given me the opportunity. Instead, they denied me help during a world pandemic/shutdown. Lied to me, closing my account without my knowledge or consent. Then continued to illegally charge me interest and fees. XX/XX/XXXX - XX/XX/XXXX Called Macys to inform them that my family and I were getting sick, and I had to take time off from work, I had no way to make my payment. XX/XX/XXXX Still suffering from Covid and I started losing family members, I was told there wasnt any help. XX/XX/XXXX Received letter not that my account was closed, but to update my account information and get my account on the right track. And maybe if I qualify, they can offer a solution for my financial difficulties. XX/XX/XXXX Called in and asked for help once again ( I was never informed that my account was closed ). I Explained that I was trying to assist my family with burial. I was told to make partial payment to show good faith, and this would allow me to keep the account open and get COVID assistance. ( Why would I only make a partial payment? This was an agreement Macys offered me to keep my account in good standings ). I made the payment, and they turned around and closed my account anyway. They continued to charge me interest and fees for several months after my account was closed. They lied to me. Closing my account ruined my credit and stopped me from assisting my family with burial. I had no way to bury my family. This was devastating for me. ( Statement included to prove payment and the fraudulent interest and fee charges ). XX/XX/XXXX Received denial letter with no valid explanation why? XX/XX/XXXX Received another letter asking for more information regarding COVID assistance. When I called it was only for them to collect information for repayment and demand me to pay the balance within 6 months. Most of these companies received pandemic funds to assist account holders like me, what happened to that assistance? Can someone investigate to see if any of these companies ' received funds and hold them accountable for not assisting me? XX/XX/XXXX at XXXX - I called XXXX, spoke to XXXX and I found out that my dispute was processed wrong? I called the agency directly to resolve this and the agents themselves processed the disputes. How was it done wrong? Or is this sabotage because of the profitable agreement they have with the companies? Favoring XXXX company and not allowing me to work with another, or just holding me back from opportunity? She even saw the neglect to help in a pandemic crisis and the fraud that I have proven with the extra interest and fees for the months that my account was reported closed XXXX, XXXX, and XXXX. Fraudulently Charged I was told to make partial payment to show good faith, and this would allow me to keep the account open and get COVID assistance. They state on my credit report that they closed my account XX/XX/XXXX ( during a time that I really needed my credit for family burial ) and continued to charge me interest for XXXX, XXXX, XXXX. ( Statements provided ). I had no access to my card. UNFAIR CREDIT SYSTEM - UNFAIR CREDIT REPORTING The average consumer isnt educated on how the Credit Bureaus generate business with banks and companies for profit. Or that they even make a profit at all? The credit bureaus invade your privacy without your knowledge at the age of XXXX. They buy/sell your financial information to companies/institutions also known as data furnishers = banks, credit-card issuers, and loan companies for profit. They track your credit score until it reaches an acceptance point ( called prescreens or trigger list ). Allowing them to target low-income families knowing they need help, offering high interest rate products creating deeper debt. Wealthy families wont accept these high interest rate offerings, they automatically see failure. Plus, they arent desperate for help, so the bureaus send them the low interest rate card offers with higher credit limits to entice them. They track your score by utilizing an unfair mathematical system they call an algorithm. Along with whatever notes the companies/data furnishers want to put in the system to hold you back from doing business with any other companies/lenders or because they feel you owe them money or were late on payments. I understand the government utilizing this information for employment and law enforcement agencies. But allowing these companies the same authority and access is clearly proven to be unfair, devastating and a major disadvantage for consumers and families. They are not using or reporting information ethically or accurately. These companies get to go to their computer and put in whatever they want, and it affects my future, lifestyle, work, health, etc. But most importantly it affects my credit score. It adjusts automatically/immediately as soon as they press enter. But when you dispute something as a consumer, it doesnt change your score back to what it was previous to what was said by the company. Even if you have proven the company to be wrong, it only comes back as accurate and remains on your credit? This credit scoring system only favors/benefits the companies, not the consumers. As a consumer, I have to go through this rigorous process called a credit dispute only to get pushed through an automated system. I am so irrelevant to them that they dont even have a real person to look at what I am forwarding to them. With my dispute, I spent money on several occasions to send in additional information proving discrepancies/inaccuracies/fraud and no one even looked at it. I am very concerned about this credit scoring process it is very controversial and is forced on us as consumers. Consumers who are not aware/educated on this credit scoring process feel as if they have no choice but to comply, experiencing neglect, invasion of privacy, and selling their personal information in order to get help/assistance in a time of need. Or to just simply build credit in order to exist in this unfair algorithm world that they have created to line their pockets and are forcing us to live in. How is this happening when there is a law that banks are obligated to meet good faith standards regardless of the customers financial situation or credit score. They can't predict what your financial future holds, nor should they be able to hold you back from future opportunities.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-17
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: - XX/XX/2022 : Opened tiered bonus checking account under invitation # XXXX. Deposited required funds within 20 days of opening account {$300000.00} ( see attached ) - XX/XX/2022 : Received email confirmation of enrollment into Bonus program. ( see attached ) XX/XX/2022 : Balance on XXXX day {$300000.00} Maintained the required Minimum balance of {$300000.00} for the required 60 days. As per the program rules ( see attached ) the cash bonus of {$2000.00} should be paid within 30 days of completing all the activities. ( see attached statements ) - XX/XX/2022 : Filed a case # XXXX to determine when bonus would be paid on funds deposited. Was told by customer service representative that the bonus would be paid and reflected by XX/XX/2022 and the case should be answered within 5 business days. - XX/XX/2022 : Called and spoke to a customer service representative on the new accounts team by name of XXXX that advised XX/XX/2022 was actual date bonus would be paid and reflected in our account. XXXX indicated she would call us on the XXXX to confirm funds were in account and accurately reflected which she never occurred. - XX/XX/2022 : Checked account and funds still not reflected and never received follow up call form XXXX as committed. - XX/XX/2022 : Called new accounts team again and asked to speak to manager was connected to XXXX employee ID # XXXX who indicated this issue was sitting with the promotions team for review and investigation but there was nothing more he could do. Advised XXXX all terms and obligations required by the terms of the program have been met which he confirmed but he couldn't explain why this was not paid. Advised him was told I would receive follow up 5 business days from point case was filed which was on XX/XX/XXXX and to date we have not received one phone call or email correspondence. XXXX indicated there was no other management this could be escalated to and that I would simply have to wait for the promotions team to contact me. I advised XXXX there were no delays or obstacles when I opened account and made deposit but now Citi has to deliver on their promotion and financial commitment there are all kinds of delays and stall tactics. Advised XXXX I would be filing complaint with CFPB and he indicated he would encourage it. Also, noted that when I called automated system when selecting option for new accounts you immediately get connected to customer service rep in US within 3 minutes or less but when calling and selecting option for dispute wait time is elevated to XXXX minutes and your call is routed to an offshore call center where those individuals don't have access to details of promotion program. XXXX offered no response on this point and indicated I would need to wait for call or email from promotions team.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 15241
Submitted Via: Web
Date Sent: 2022-12-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-17
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Hard inquires are reporting on my credit that I did not authorize.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30350
Submitted Via: Web
Date Sent: 2022-12-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-17
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: Violating 15 USC 1692e, sent validation of debt letter to original company. Per the " 8 Parts to a Lawful Contract '' this debt was never accurately validated as mine. All I received is statement of account, presumptions and assumptions and threat of a civil lawsuit. I specifically asked to see a valid contract with both parties signatures and didn't receive. I have given more than enough time since I sent my first attempt at verification months ago. If there is no valid contract then how can you attempt to sue on a presumption? I have spent many awake and sleepless hours of my time on this matter and I should receive compensation for my time and postage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76086
Submitted Via: Web
Date Sent: 2022-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Macys account reporting on credit report. Macys charged off account and did not provide a cancellation of debt and is reporting the account past due which violates the 15 usc 1681 eb fair reporting act. Account balance {$2100.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30350
Submitted Via: Web
Date Sent: 2022-12-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A