Date Received: 2022-11-30
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/2022 I purchased a firearm in the amount of {$880.00} from XXXX XXXX XXXX XXXX WA XXXX XXXX XXXX, XXXX, WA XXXX using my Citi Bank XXXX. In the XXXX of Washington, no one EVER walks out with the XXXX they have just purchased. There is a waiting period where a background check is performed, and generally, you have an answer anywhere from XXXX XXXX weeks if you pass. Unfortunately, while I had just been approved for a conceal carry permit, there was a weird mistake with the background check that required the services of an attorney to resolve. I was unable to take possession of the item within the time frame delineated by the merchant. The merchant refused to refund my money and I filed a dispute for the charge on or about XX/XX/2022. The credit card company apparently did not rule in my favor on the dispute as the merchant provided proof that I signed for the swipe by providing a signature, an issue that is not in dispute. What is in dispute is that the merchant failed to deliver the item to my possession and failed to refund the purchase price. On or about XX/XX/2022 I filed an appeal of the dispute. The credit card company failed to furnish me with a ruling on their dispute and I was surprised to find out that they had found in favor of the merchant. They apparently adjudicated on the appeal on XX/XX/2022 with the reasoning that it was not filed within a certain time frame. I re-contacted the credit card company on XX/XX/2022 and was also informed that the merchant apparently lied to the credit card company and told them that I had taken possession of the item on the date of the swipe. On XX/XX/XXXX, I re-appealed the decision and provided the credit card company with a copy of Washington XXXX XXXX about the purchase of firearms, proving that it is impossible to take possession of a firearm in the State of Washington on the day it is purchased, therefore proving that the merchant lied. To date, I have not received the charge back from the credit card company or refund from the merchant.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98225
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2022, my client, a Washington, D.C.-based small trade association , was victimized by an unauthorized electronic funds transfer ( " EFT '' ) of {$49000.00} from its Citibank checking account to an unknown Chinese beneficiary : " XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This fraudulent access to a Citibank customer account falls within the definition of an unauthorized EFT under Regulation E, as the person or persons who initiated the unauthorized EFT had either stolen or hacked the access credentials from the accountholder. Moreover, Citibank had set up the checking account without even requiring or offering to set up routine multifactor or multiple approval protections to prevent a hacked or spoofed wire transfer. So no customer notification or transaction confirmation of the {$49000.00} wire was even sent by Citibank to the accountholder. Nor was any fraud protection monitoring in place at the time of the wire transfer despite all the red flags of an unusually large amount being sent to an obscure Chinese beneficiary. As a consequence, the accountholder was completely unaware of the wire transfer until reviewing its account statement the following month. On XX/XX/2022, Citibank became aware of fraudulent charges involving the accountholder 's debit card, and took action to freeze and cancel the debit card. Citibank also credited the debit card charges. Thus, if the debit card fraud is related to the unauthorized EFT on XX/XX/2022, Citibank should consistently credit the loss associated with the unauthorized EFT. Despite this fraudulent debit card activity, Citibank still took no action to inform its customer of the unauthorized EFT on XX/XX/2022, so that prompt actions could be taken to address it. On XX/XX/2022, the accountholder first discovered the XX/XX/2022 unauthorized EFT during a routine review of its account statement. It immediately reported the loss to its Citibank XXXX, MD XXXX. On XX/XX/2022, the accountholder at Citibank 's request executed an " Affidavit of Unauthorized Online Wire Transfer '' ( see attached document ). Citibank claims that on XX/XX/2022 that it attempted a wire recall of the XX/XX/2022 unauthorized EFT but it was unsuccessful given the 6 weeks that had elapsed since the transaction. On XX/XX/2022, the accountholder submitted a report ( # XXXX ) to the XXXX XXXX XXXX XXXX Police Department, including two wire payment summaries and a chronology. On XX/XX/2022, counsel for the accountholder submitted the enclosed demand letter to Citibank requesting that full reimbursement for the unauthorized EFT be made by Citibank. Citibank denied the fraud claim on XX/XX/2022 by letter stating only that its decision was based on " Our review, which determined the disputed transaction ( s ) was not fraudulent. '' Citibank opened a fraud claim appeal thereafter which was denied by a XX/XX/2022 letter ( belatedly received on XX/XX/2022 ), that stated : " No new information was received or discovered that would change the denial decision. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
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: My action was that i order a item on XX/XX/2022 and i cancelled the order and the seller said i would receive a refund in 4 days i never got the item or received and i opened a dispute and they credited my card XXXX and then costco citi card did investigation and they took the money back- i never received the product or my credit
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43081
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: As technology improves, so should the written policies of a bank. The worst feeling is making the person who owns the account feel like a criminal. XXXX would NEVER treat me the way CITI treated me. I tried making a large dollar transaction requiring an activation code. The phone number associated with my account was an old phone number I no longer use. I called to have my phone number updated to make the purchase. I was asked questions that were not indicative of my identity. I answered my name, social security number and security word. They wanted me to remember a change I did XXXX months ago. I no longer have a Citibank account. They asked me if I had Citi cards and the only cards I was able to confirm were XXXX XXXX and XXXX. This was not good enough for them. This was not sufficient as they wanted me to wait XXXX to XXXX days for a letter with an activation code. I am unable to use my card. I have been a good standing customer since XXXX. I am upset they flagged my card when I continued to give them information to confirm I was the account holder. I even logged into my XXXX account to confirm my banking statement. They were not willing to work with me to assist. I hopped from XXXX representative to the next. They were not willing to take my complaint. After XXXX hours I finally got an address to submit my complaint to. Because the representatives were out of the country, it was hard to understand them as the volume was extremely low on their end. They never tried to verify my address. I gave them so much information as old phone numbers and previous addresses as I moved in XXXX ; hence why my info was not updated then COVID happened. Very difficult to deal with even as a long time customer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11234
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: XX/XX/2022, I previously notified you that I am a victim of identity theft, and requested that you do the following : Close the unauthorized account, Remove any charges on the unauthorized account, and Take steps to remove information about this account from my credit files. For the following accounts : Acct name : XXXX, Acct # XXXX I had enclosed a copy of my identity theft report with the written letter I sent out in XX/XX/2022 Because the information you are reporting is the result of identity theft, and inaccurate. I still have not received written confirmation of these actions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33319
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: XX/XX/2022, I previously notified you that I am a victim of identity theft, and requested that you do the following : Close the unauthorized account, Remove any charges on the unauthorized account, and Take steps to remove information about this account from my credit files. For the following account : Acct name : XXXX Acct # XXXX I had enclosed a copy of my identity theft report with the written letter I sent out in XX/XX/2022 Because the information you are reporting is the result of identity theft, and inaccurate. I still have not received written confirmation of these actions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33319
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: XX/XX/2022, I previously notified you that I am a victim of identity theft, and requested that you do the following : Please stop contacting me about the debt, I do not owe. For the following accounts : Acct # XXXX I had enclosed a copy of my identity theft report with the written letter I sent out in XX/XX/2022 Because the information you are sending me is the result of identity theft, and inaccurate. During the time this account was open, I was suffering from XXXX XXXX and XXXX and had a caretaker taking care of my things. I have reported the perpetrator to the XXXX as instructed. I did not authorize, participate or benefit from this account, I still have not received written confirmation of these actions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33319
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: XX/XX/2022, I previously notified you that I am a victim of identity theft, and requested that you do the following : Please stop contacting me about the debt, I do not owe. For the following accounts : Acct # XXXX I had enclosed a copy of my identity theft report with the written letter I sent out in XX/XX/2022 Because the information you are sending me is the result of identity theft, and inaccurate. During the time this account was open, I was suffering from XXXX XXXX and XXXX and had a caretaker taking care of my things. I have reported the perpetrator to the FTC as instructed. I did not authorize, participate or benefit from this account, I still have not received written confirmation of these actions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33319
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: XX/XX/2022, I previously notified you that I am a victim of identity theft, and requested that you do the following : Please stop contacting me about the debt, I do not owe. For the following accounts : Acct # XXXX I had enclosed a copy of my identity theft report with the written letter I sent out in XX/XX/2022 Because the information you are sending me is the result of identity theft, and inaccurate. During the time this account was open, I was suffering from XXXX XXXX and XXXX and had a caretaker taking care of my things. I have reported the perpetrator to the FTC as instructed. I did not authorize, participate or benefit from this account, I still have not received written confirmation of these actions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33319
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Citi is refusing to remove fraudulent charges from my credit card account. While I was vacationing at XXXX XXXX in XXXX XXXX, XXXX, a resort staff member stole my credit cards from my purse that was left unattended in my hotel room. {$2500.00} in fraudulent charges was made on multiple cards to " XXXX XXXX XXXX XXXX. '' The charges occurred on XX/XX/XXXX. I was alerted to the theft via text message by XXXX, which prompted me to check all my accounts where I discovered the same fraudulent charges on the Citi card. I immediately alerted Citi to the fraudulent charges using my account website when I returned to my room on the evening of XX/XX/XXXX. I reported the theft to the resort staff who issued a {$390.00} massage credit to apologize for a member of their staff stealing my credit card information as well as completed a police report. Another member of the group I was traveling with whose room was next door to my room also had the same fraudulent charges appear on 6 credit cards. XXXX immediately removed the fraudulent charges. Citi has ruled that I am responsible for the stolen charges after multiple phone calls and emails over the past 60 days. I've provided proof that I did not make these charges that I provided to Citi by email on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I have photos showing that I was at dinner at the resort in XXXX XXXX when the charges were made in a XXXX. I have forwarded emails from XXXX where the resort confirms that my credit card was stolen. I also have a receipt from XXXX where it shows I received a credit on my massage bill as an apology for the stolen credit card theft. I've chatted with Citi via XXXX message on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX when they promised to call me to resolve the fraudulent charges, but never called or resolved the fraud. I've had phone conversations with Citi the week of XX/XX/XXXX when they confirmed the charges would be removed, but they weren't. Instead the company ruled me liable for the charges a week later. I've spoken with Citi at least once a week since XX/XX/XXXX. Upon each conversation the reps have given me the run around, hung up on me, and asked me to investigate the fraud myself. In our phone conversation on XX/XX/XXXX, a Citi supervisor asked me to lie and say I didn't receive the merchandise instead of claiming fraud so they could process the transaction as a disputed transaction instead of stolen credit card charges. I refused to do that as I didn't make these charges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A