Date Received: 2024-01-22
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: see last note. After a second rep loked up what 2 factor identification is, I was told that it is not offered on the L.L. Bean Citibank Mastcard accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44236
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I recently applied for an Exxon credit card and was approved, but their system said I needed to call in to verify some things. I was unable to get through their automated system to even talk to a person to see what the issue was. After a few days I received an email stating I was approved and that my card was on the way. After receiving the card, I tried to activate it and once again it said I need to call in. I called in and once again was unable to get to the right person to find out what the issue was. Then their rep hung up on me. I did not curse or do anything unprofessional. Called back in and had to navigate the phone tree again to finally talk to a person. This person said they would have someone call me back at a later time, after saying they couldn't verify my account with a phone number. I asked to speak to a supervisor and told them I would hold to speak to a supervisor. They told me a supervisor would call me back, but I declined and said I would stay on the phone as I didn't want to have to go back through the phone tree again. At this point I just wanted to cancel/ close the account. They kept trying to say a company as large as Citi didn't have a supervisor available and I find that hard to believe. They kept trying to get me off the phone without resolving any issue. Finally after 45 minutes I was able to get a supervisor on the phone and I was placed on hold again. After being on hold for 10 more minutes I was hung up on again without any resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28681
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Money was not available when promised
Subissue:
Consumer Complaint: CITIBANK is holding my XXXX XXXXXXXX and haven't returned my wire that they voided. CITIBANK cancelled a wire that I made last XX/XX/XXXX. I opened a wire recall case with XXXX and CITIBANK respond with this " ATTENTION INVESTIGATIONS DEPARTMENT,. IN RESPONSE TO YOUR REQUEST REGARDING ORIGINAL PAYMENT DETAILS. THE RETURN IS BELONGS TO BELOW ORIGINAL PAYMENT. SENDER REFERENCE XXXX TRANSACTION REFERENCE XXXX AMOUNT XXXX VALUE DATE XXXX IN REFERENCE XXXX RELATED REFERENCE XXXX OF XX/XX/XXXX. PLEASE NOTE THAT DUE TO YOUR LACK OF RESPONSE TO OUR PREVIOUS XXXX MESSAGES THE ABOVE REFERENCED PAYMENT HAS BEEN CANCELLED AND THE PAYMENT WILL BE CONSIDERED AS NULL AND VOID AND FUNDS WERE RETURNED TO YOURSELF UNDER OUR REFERENCE XXXX FOR AMOUNT XXXX WITH VALUE DATE XXXX PLEASE QUOTE OUR REFERENCE XXXX ON ALL FUTURE CORRESPONDENCE REGARDING THIS MATTER. REGARDS, CITIBANK GLOBAL INVESTIGATIONS OUR XXXX '' They keep sending the same message to XXXX and XXXX is not able to refund the money back to my account. Its been over a month and CITIBANK employees are not reading the messages properly and kept insisting the wire was null and void. XXXX should have been back to my account last year and this is all very stressful to deal with this bank. I also wasted at least 6 hours calling and following up with XXXX and most of their employees are giving me different answers. Its either XXXX is not doing their job properly with CITI bank, or CITI employees are not doing their job. It should have been an easy fix since the wire was void in the first place.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77074
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: In XX/XX/XXXX, I created a Citibank checking account in order to try to take advantage of an opening bonus - you get a bonus if your account is a certain amount within 20 days of opening. I got married in XX/XX/XXXX and received many wedding gifts as checks so wanted to take advantage of this bonus. I deposited XXXX checks on the mobile app before realizing there was a limit. I added {$1000.00} from my XXXX account and {$25000.00} from my XXXX account to increase the funds in my new Citibank account. I deposited the remaining checks into the account at a branch, then shortly thereafter realized I could not access my account online. When I called, I was told the account was frozen under investigation for fraud and was transferred to the Fraud Dept ( XXXX, option XXXX ). I wanted to know if I was a victim of fraud or was suspected to be fraudulent- they did not tell me much except that the account was under investigation. After calling daily, they told me that the account was still frozen, but XXXX of the checks ( # XXXX ) had bounced due to insufficient funds, and they were trying to reach the issuer of XXXX of the other checks to verify it. I was able to reach the gifter- she was traveling internationally because a family member passed away recently. She then called Citibank to verify the check. Despite her verifying the check, I found out Citibank still decided to close my account. I was told it could take up to 60 days from official closure to receive my account balance in the mail. I went to a branch, as my husband and I just bought a house and were planning to move soon, and I was worried about the check getting lost in the mail. I was told they could not issue a check from the branch, nor could they guarantee I would receive my complete balance of {$36000.00}. Throughout this process, I was unable to access my account online, and only received XXXX notifications through the mail about what was going on - one notifying me of check deposits early on, and XXXX notifying me of closure. After waiting nervously, a month later I received a check dated XX/XX/XXXX in the mail from Citibank for my account balance, but the check was for {$29000.00} and was missing {$6700.00}. I went into the branch to ask amount the remaining amount and was told there were checks under investigation and suggested I call the Fraud Dept. I called the Citibank Fraud Dept and was told that I would need to call the issuing banks for the checks and ask the banks to call the Citibank Fraud Dept to verify the checks before they could release the amount to me. They were able to give me the check numbers under investigation ( XXXX in total, XXXX mobile deposit, XXXX deposited in the branch, totaling {$6700.00} ). Because most of the checks were deposited at the branch, I no longer had any info about the checks- so I went to the branch again and they printed out a copy of the checks deposited. I noticed XXXX of the checks was from the wedding guest who had called internationally previously to verify her check ( # XXXX ). I did not call the issuing banks because I honestly did not know what to tell them, and then I got busy with the holidays and our move. I called the Citibank Fraud Dept again today to check to see if any resolution had occurred from the investigation- the representative again told me I needed to call the issuing banks to have them verify the checks with the Fraud Dept by submitting a " harmless claim ''. I asked how I was supposed to obtain the phone number for all of these banks, and he said he could not help me. I noticed that the issuing bank of XXXX of the checks ( # XXXX ) was actually Citibank, so I asked if I could submit a harmless claim for that check, and -as if he changed his mind- he said that actually the maker of the check needed to call the Fraud Dept, not me. I asked if Citibank could contact the issuing bank directly to verify the checks, and he said no. Trying to wrap my head around what to tell my wedding guests who had gifted me these checks, I was curious if the issuing bank had released the money to Citibank, if the money had left my wedding guests ' accounts. They verified that, yes, the money was being held by Citibank and had already been issued by the check makers ' banks from their accounts. I asked what would have happened if I never called today, or if the issuing bank never calls them to submit a harmless claim for their clients ' checks -- the Citibank representative told me the money would continue to be held by Citibank indefinitely. I asked if Citibank was doing any investigation of their own to verify the checks and was told no.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92705
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
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, On XX/XX/2023, I was scammed out of {$3700.00} by a company that forged my signature. I reached out to where I thought this company was based XXXX XXXX XXXX to challenge the charge through the XXXX Attorney General 's office, who provided me information that the company used a spoof number, and several front companies to hide their transactions. I filed a dispute with Citi, who initially returned the charge. They then sent me notice that the charge is valid by showing me a document I did not sign ( with a signature on it ). Citi then " told '' me I have XXXX XXXX to respond, but I never got any paperwork on the matter until the XXXX XXXX had long past. I have field complaints across several platforms in hopes of having the money returned to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98311
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Well over XXXX phone calls in a one month period. Hours were within their normal business hours. I pulled my phone records from my carrier to validate. The calls continued until I asked them to not contact me by phone any further. Absolute insanity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Around XX/XX/, I tried to use my Amex credit card and was denied. Since I paid it and have excellent credit, I was puzzled. Then I received a letter from Amex addressed to my estate saying they had been informed that I passed away. Since that was incorrect, I immediately called Amex and due to my phone number, was transferred to XXXX XXXX. I then sent a letter to Amex via certified mail and asked it to provide to me evidence of my death and who sent that information. Amex never provided any verification, but then re-opened my account. I need the information that led Amex to close my account because now another creditor sent me a letter stating that I passed away. This is a big problem because some of my credit cards have automatic payments and I don't want to have a problem with my accounts not being paid. This is my personal information and I deserve to know what transpired and who is falsely stating I passed away.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33141
Submitted Via: Web
Date Sent: 2024-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Name : XXXX XXXX XXXX Account Number : XXXX Phone : XXXX XXXX XXXX Email : XXXX This is the second complaint I have had to make to CFPB about Citibank in the last number of months. It is ridiculous how incompetent your support function and your agents are that I need to do this to get simple things fixed. I am unable to make simple transfers from my checking to either my savings or any other external account. I get an error saying " Looks like something went wrong. Try resetting your account selection. '' ( see screenshot ) What is preventing me from moving my OWN MONEY to my own accounts? When I call the contact center, this is what happens : 1. I wait forever to get connected to a human 2. I complete all authentications ( multiple times.. via SMS, password, address etc. ) 3. You send me down a rabbit hole of re-explaining the issue over and over because I keep getting transferred and handed off to the next incompetent person 4. Get put on hold multiple times for 5+ mins - every call is an hour 5. AND WORST OF ALL, the last agent comes of hold and tells me " he can't continue the call and that someone will contact me '' and hangs up the phone I had a long running issue when there was fraud on my account from a criminal. That took Citibank 9 months to fix and return the funds to me. Perhaps this is why you put some sort of restrictions on my account? This is so bad if that is the case because that issue is resolved. Let me use my account or I will be taking my funds out and never returning to Citibank.
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: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: In response to an offer from Citibank, on XX/XX/2024, I applied for the offer. When I input my information, I received a message stating that the offer was invalid. I then called XXXX, which is the number on the offer, and I was transferred immediately to XXXX XXXX. Last year, Amex sent a letter to my estate stating it was informed that I passed away and closed my account. I requested information from Amex via certified mail, regarding who stated that I passed away and to please provide the information. Amex did not respond to my letter but re-opened my account. This is the second creditor that sends a letter to my estate and it is very concerning to me and is causing me XXXX. I do not know who is providing this information and what they are trying to do. I am using this medium to receive a response from Citibank because Amex never responded to my certified letter. I just submitted a complaint about Amex so that I can receive a response from them as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33141
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: I used Citi to do a balance transfer to XXXX XXXX for {$5000.00} back in XXXX of 2023. Citi said they send them a check for {$5000.00} but XXXX XXXX said they never received it. Citi has sent me a copy of a check which I have sent to XXXX XXXX. I have given both companies permission to to speak to each other and both say the other is at fault. This has been 10 months now with no resolve. Now both companies say I own them {$5000.00}. Citi still charges me a minimum payment. I don't see how in this day and age one of these companies can't figure what happened. Now a {$5000.00} debt turns in to a {$10000.00} debt because both are saying I owe them {$5000.00}. It is a nightmare. Any help would be greatly appreciated
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35603
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A