Date Received: 2024-03-05
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: A card that hadnt been used since XXXX was charged randomly in XXXX of XXXX. The card had only ever been used in BestBuy and was used at some diner and other stores. When I received the emails about charges due I called CitiBank to say I didnt recognize the account in XXXX of XXXX. I thought things were handled but in XXXX I saw my credit score drop for late payments. I called again to try and figure out what these charges were. It took speaking with several agents before I could get a clear answer. We reported the charges again. In XXXX I called back because my account was still being reported late. The agent I spoke with said the credits hadnt been appropriately applied for the marked fraudulent charges which was why the account was still reporting late. They then said they would add this to the review for the charges and it should remove the charges but the discrepancy wouldnt be reported to the bureau until the investigation was complete which could take 60-90 days. I am in the process of purchasing a loan and the continued failure on CitiBanks end to appropriately resolve this dispute for very clearly fraudulent charges has been impactful and disappointing. It is also worth noting I was told I would receive a replacement card and have yet to receive that though Id prefer the account just be closed at this point.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97402
Submitted Via: Web
Date Sent: 2024-03-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-05
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: There are two hard inquires that I do not recognize on my credit report. XXXXXXXX XXXX XXXX - inquired on XX/XX/XXXX, will be on record until XX/XX/XXXX XXXX - inquired on XX/XX/XXXX, will be on record until XX/XX/XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27613
Submitted Via: Web
Date Sent: 2024-03-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-04
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: I was staying 4 days at XXXX XXXX XXXX in XXXX, XXXX. From the moment there we were pushed aside, we have made several complaints of the room and it's location and the grounds outside that look like a junk yard. Everything that was said online that we were supposed to receive we did not. The hotel manager did not give us different room. And he showed he didn't care. Also my sister fell on the walking path of the grounds and was injured. XXXX XXXX XXXX XXXX. And bleeding. They offer no help or assistance. The sidewalks were all uneven and no caution signs anywhere. Nor did they offer medical assistance. And she had to pay {$1500.00}. Doctor and dental visits. We were also treated unfairly and disrespect towards us. I even had one employee said to me on the side the hotel Manager to the staff not give us any hospitality nor and marked us as terrible guest. The whole stay was very uncomfortable and they did nothing to make it better. I have asked and requested for any sum of a refund. They said no and wouldn't allow me to talk the the ones incharge to file a complaint. I called and they never send me over there to file a complaint. I was hung up alot. I disputed the charge with the Citi Advantage credit card, and I gave them all I can of reasons why and they ruled in the hotel favor. Then tells me I have 10 to 15 days to appeal. Not even one day I tried to appeal it. I was mot allow to and they said the case is closed and I'm responsible. I never had an appeal or a fighting chance. I called again to appeal i spoke to another they canceled my card and labeled that charge {$3100.00} as fraudulent. I was told they would take it off. After 30 days they did not and issued me another card. I called and they said they will not take it off and I'm responsible for it, after they lied and said they would take it off and more investigation. They are basically making me pay for services I did not receive or was entitled to. I feel I'm being forced to pay this or the credit card is making me and they disregard my rights. They made it quite clear I am liable for charges made that I disputed. As long as they get there money the consumer has no rights.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76227
Submitted Via: Web
Date Sent: 2024-03-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-05
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Each month the card co.charged my account 2 different interest rate : XXXX 36.07 % for general purchases, the other on 12 % for refusing the offer an offer for a transfer..Each month since the offer.Since then on XXXX XXXX paid the account in full.based on what their associates said was necessary to.closed the account..This week on XXXXbilled me by mail..Saying I owed them XXXX for standard purchases.and $ XXXX balence transfer offer. [ Offer I refused.and Paid in full what was requested to close the account. They want to charge extra Interest paying in full..and closing the account.After paying off the account.I cut up the credit card.Their associate said this was ok.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27610
Submitted Via: Web
Date Sent: 2024-03-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This is Citibank / Best Buy credit card I signed up in XX/XX/2023 for a special payment plan where you wont be charged no late fee no interest so my payment was XXXX paid on time every month XXXX XXXX # XXXX and she assured as long as your payment made on time there will not be a negative report! XX/XX/XXXX my pay was due XXXX I called and spoke to XXXX XXXXXXXX and stated as long as you pay by the XXXX of each month youre good! XXXX I received a dig in my credit saying thirty day late and immediately called and spoke with XXXX # XXXX Manager he stated the reason why this occurs when the month is a shorter month which is XXXX and it will report late will especially if thats your cut off date for statements to close I do my best to have this removed from if you look I never been late with this XXXX since I signed upon this plan now they wont accommodate there mistake
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91730
Submitted Via: Web
Date Sent: 2024-03-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-04
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Citibank 's deceitful marketing and advertising of precautionary measures against early fraud is flawed, does not work when needed, and Citibank doesn't take ownership of this faulty system in place despite customer 's paying annual fees for a credit card that legally should have consumer 's protection as its utmost importance. In XXXX years of being a CitiXXXX XXXXlient and cardholder, a charge for over {$900.00} at one establishment should have triggered a fraud warning- and it did not - creating a nightmare and tense relationship with Citi for over 8 months of disputing this matter. Suddenly, Citi responds stating that " although we do have systems in place to assist in the detection and prevention of fraud, we are not able to prevent it in all instances. '' Yet they continue to advertise/market this early fraud detection in all their promotional collateral, websites, and other forms of advertising, with absolutely no caveat that states it does not prevent it in all instances. This is wrong- and the latest NY State lawsuit against Citibank is clear indication that they have not been doing enough to protect their loyal customers. You sign up for a credit card with safety in mind, and yet they admit to their faulty system AFTER a customer has been impacted, leaving you to foot the bill for unauthorized charges. This feels like discrimination to me. Would this dispute be resolved differently if I had a more executive/elite credit card, paying higher annual fees, and of a different economic status and race? Do those individuals get more dedicated and preferential service, and why is that the case? Why is it that their XXXXxecutive Response Unit is not responsive at all, does not communicate with their customers on the phone, and refuses to acknowledge any correspondence provided to support your case? Another example of terms/obligations to the customer not being met. Why is it that Citibank is very inconsistent with their decisions on the different case studies found on the Consumer Financial Protection Bureau - many examples of monetary relief given to a customer that was a victim of card-present fraud, online scams, etc. It seems they pick and choose who they want to help, and this also feels discriminatory. I have plenty of examples I can share with Citibank about this, but they choose to ignore my correspondence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78501
Submitted Via: Web
Date Sent: 2024-03-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-05
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, I was contacted by text from my credit card provider, CITI requesting authorization for a transaction in the amount of {$400.00} at XXXX 's home improvement. I immediately responded with no and I was asked to call and confirmed and next steps were to immediately close my account and issue new cards. I received a phone call the next day while I was in a work meeting requesting additional information. I returned the call later that day, but after waiting on hold for nearly XXXX hour i was told that the system was down. On XX/XX/XXXX, I noticed that the transaction dispute ended and no credit was issued. I called and was told someone from the fraud department contacted me on XX/XX/XXXX. I provided the same information again. I was told that the transaction was pushed through by the merchant despite my notification. I was told that the transaction would be placed back in dispute status and I would receive a message regarding the outcome. I logged on today, XXXX to learn that the dispute had been cleared again with no credit. I called again and was told that the transaction had already been approved at the time that they contacted me and steps taken to reduce the risk of fraud did not mean I was entitled to the transaction credit. I have no doubt that CITI we'll continue to invent excuses and explanations as to why my transaction should not be credited in the current dispute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40511
Submitted Via: Web
Date Sent: 2024-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I opened a savings account with Citibank on XX/XX/2023. I had deposited money into said account during that time. They said they would be sending me an ATM/Debit card associated with this account. I never requested a card to be sent but figured it was normal procedure. On XX/XX/2023 I received an email from Citibank saying ATM/Debit card was shipped. On XXXX XXXX Sunday XX/XX/2023 I received an email saying my ATM/Debit card had been successfully unlocked which I had not done because I never had the card in my possession. I went to check my mail and the card was not there. I immediately logged on to my Citibank account and noticed that {$1000.00} was withdrawn from a XXXX XXXX near my place of residence at XXXXXXXX XXXX Sunday XX/XX/2023. I knew that my card had been stolen. After seeing this, I went into my Citibank account and locked my card as I called Citibank to file a dispute at XXXX on Sunday, XX/XX/2023. After filing a dispute with Citibank, they told me they would be sending a new ATM/Debit card which would be new and sent via XXXX instead of USPS. I received the new card on XX/XX/2023 and activated the card which I now have over the phone with them. After waiting for my dispute to be solved, I received a results letter from them XX/XX/XXXX saying that I would not be getting money back. They said the activity was consistent with my account ( I hadn't done anything but deposit money into the new account ). I filed a police report for the mail fraud as well as a report for the ATM theft because it was two different county police departments. After waiting for the police to do an investigation and get photos from the XXXX XXXX, I received photos of a suspect who we now know ended up taking the money out of the ATM. I have police reports and backup to prove that this was not myself. I have tried countless times with Citibank to explain but they continue to " investigate '' and deny my dispute claims multiple times even with the proof from my filed police reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29576
Submitted Via: Web
Date Sent: 2024-03-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-04
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/year>, I applied for a XXXX XXXX with my Citi Credt Card, per there terms and agreement. All payments amounts greater than the minimum due are applied to the balances with the higher APRs before balances with lower rates. On XX/XX/XXXX and XX/XX/year>, I made two {$1000.00} payments totaling {$2000.00} that should have been applied to the XXXX XXXX. Citi backed divided the payments between my standard purchases and balance transfer that both have 0 % interest rates. This is a breach in their terms and agreements. The {$2000.00} should have been applied to the XXXX XXXX that has the higher APR. I contacted Citi Bank multiple times and the representative did not attempt to resolve the issue. They attempted to make excused on why the could not reflect the changes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23236
Submitted Via: Web
Date Sent: 2024-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-05
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: On XX/XX/2023 i was in the market of purchasing a new home.. I pulled a my credit report and to my surprise there where a few Potentially Negative items on my report that should not be i reach out all credit company and credit bureaus so resolve the account but haven't had any luck... One is the XXXX XXXX XXXX I been in dispute with for the pass couple of year do to an account that they have Charge off an the amount of $ XXXX account was written off.. IRS states charge off accounts means they wrote it off as a tax write off and took the loss.. Which its now consider income i never received a XXXX from them. This account is affecting my credit score.. Second on is THD/CBNA this account paid in full but it closed and also reporting negative on my credit report i have tried to remove this item several times in XXXX i have contact all three credit bureaus and creditor.. Lastly XXXX XXXX XXXX i have no knowledge of this account i have reach out to creditor by letter asking for all documention that i have yet to receive i have disputed this with all three bureaus
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 717XX
Submitted Via: Web
Date Sent: 2024-03-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A