Date Received: 2024-01-06
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: Citi owes me and is wrongfully withholding {$450.00} from a transaction dispute. This dispute is still open TODAY, well after the 90 day limit to resolve disputes, and they dubiously reversed my conditional credit without ever notifying me in an attempt to get me to avoid noticing! This is extremely misleading and unethical!! On XX/XX/XXXX, I disputed a transaction totaling {$450.00} that I am still owed. A conditional credit of the full transaction amount was issued to me. On XX/XX/XXXX, Citi closed my dispute in the merchants favor without even asking for any evidence. I did not even have the opportunity to upload any proof or evidence pertaining to my dispute before they resolved it. On XX/XX/XXXX ( 122 days ago ), I complained and reopened the dispute detailing all my evidence of why I am entitled to a refund. Per law, Citi needs to close the dispute within 90 days. Today, on XX/XX/XXXX, my dispute status still says that Citi is reviewing the details of the dispute well beyond the time frame. I also discovered that they quietly reversed the conditional credit even though they reopened my dispute I was never notified that the credit was reversed, and only saw it when checking my monthly statement for XXXX ( it does not even appear in the mobile app ). Their mobile app still shows that my dispute is unresolved as of today, and it also doesnt even show the credit reversal in my digital transaction history, which is extremely misleading and it is clear they are trying to be sneaky by reversing the credit hoping that I dont notice. They also emailed me a note this morning with a flat out lie saying they sent a notice on XX/XX/XXXX of my dispute resolution which I never received, and they were not able to actually show me the note or any proof of delivery of that note I was not able to get in touch with anyone on that note even after trying to contact them, and no one from their team is able to look into it or help. DO NOT BANK WITH CITI THEY STOLE MY MONEY
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: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Best Buy/ CitiBank XXXX purchased a home theater system from Best Buy with a Citbank/Bestbuy card . When they came to my home to install the equipment there were items that were broken. They said they would replace them and they didn't so I asked them to come pick up the equipment. They picked up everything and I owed nothing nor did I purchase anything else with this card. I've disputed this several times and they keep passing this issue off to everyone else. I've went to the place I purchased this system and they said they can't do anything to help with the situation. I contacted the Law office they deferred it to and explained the situation. That was over a year ago and they still didn't report it correctly nor can I get anyone to respond to when I call. I don't owe this debt and it's affecting my livelihood. I'm a XXXX XXXX XXXX XXXX XXXX with a fixed income. This account reporting on my credit report is damaging to the things that I'm trying to accomplish
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 314XX
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Citibank closed my account out still don't really no why but I'm fine with that I just want my funds returned back to my account my mom XXXX XXXX lent me {$380.00} and XXXX to help with rent and food so she wrote me 2 checks and they drafted my mom account she has with XXXXXXXX XXXX after shortly after they closed my account once they took my mom money her bank have been calling she have been calling, I have perfusely been calling and they keep lying saying they sent the money but get your mom to call which she has and her bank, they saying they sent the check but I am checking the mail daily nothing at all from them and this incident occured XX/XX/XXXX and here it's a new year my mom need her money this was only a loan this her only income for her XXXX I hope you can help I truly do thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 278XX
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Overview : I am member of Costco and have their Citi Card. I am writing about what I feel is a deceptive " Flex Payment Plan '' offered by CitiBank ' s Costco Visa Card which basically guarantees that people will end up paying interest on their non-flex items due to lack of clarify in Citi 's banks billings and on individual members ' account pages on the citi.com site. I contacted Citi about it and was told that they have received many calls from Costco customers due to the lack of clarity and transparency of this program. They did take my complaint. I tried to call Costco about this as they are the ones who have the relationship with Citi to use their name on the Citi card. I am unable to discover a way to contact Costco about this despite the fact I have been a member since XXXX. I am asking that you help Citi Costco Card members get clarity on the amount of payments they need to make monthly to avoid interest payments accruing on their Flex and non-Flex balances due. I am also asking you contact Costco who has a contract with Citi company. I do not believe it fits Costco 's vendor ethics policy to allow Citi to treat their customers in such a deceptive manner. Note : I regularly pay my account in full every month, however, I was interested in this no interest " Flex '' manner to spread my high dollar travel item over XXXX months in addition to paying my regular non-flex monthly charges. Situation : In @ XXXX of XXXX, Citi started to offer a Flex payment plan for high dollar purchases. A choice was given about how long a period a person wished to have to pay their Flex item in full. I chose the 3 month program for payment in full of my high dollar purchase with no interest for the travel item on my XXXX bill of {$6300.00}. However, my XXXX bill did not reflect the Flex Plan amount for the XXXX payment. I went to the Citi.com site for my account and it stated I could either pay my account in full of {$7000.00} or a payment of @ {$100.00} which recognized my Flex amount. However, my math said I should pay XXXX of my {$6300.00} ( {$2100.00} ) plus my non-Flex amount of {$680.00} for a total of {$2800.00} to avoid any interest. I called Citi.com and confirmed this with a representative who was very helpful and said he had multiple calls from people confused about what payment to make to avoid interest. I feel that the average person ( I have a XXXX ) would end up paying interest they never intended due to Citibank 's deceptive billing practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Hello, I bought {$2900.00} of flooring from the XXXX XXXX on XX/XX/2022. I was encouraged by the salesperson to take the Home Depot credit card because my purchase was over {$2000.00} so I could get 24 months interest-free. I took the offer because of the 0 % interest. Otherwise, I would have paid out-of-pocket on the day. Once the first bill arrived, I divided the total amount by XXXX and set up XXXX equal auto-payments of {$130.00} so it would be paid off before any interest accrued. I didn't go back to look at the account or the agreement once it was up and running. So now that 12 months have gone by, I did log in just to see what the balance was, expecting to see about {$1500.00}. Well, no, in fact they started charging me interest in XXXX after only XXXX months, including deferred interest. I talked to a couple of XXXX call center people, including a XXXX. They were very nice, but they were reading off a script and would not deviate from the script. They were only authorized to adjust the interest from the most recent 60 days, and only if I paid the full balance immediately. So far, Ive been charged about {$700.00} in interest charges, which I would like to be removed from my account. I would be happy to pay off the entire balance immediately and close the account, but I dont want to pay the interest. I see on the CFPB website that dozens of other consumers have had the exact same experience. Can you help me resolve the issue, please?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Confirmations number was provided for completing form for CBNA and was responded with a hard pull to XXXX XXXX for approval decision made through customer representative. Which no inquiry of credit report should be an hard pull without consent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60639
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
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: Dispute of {$100.00} and {$460.00} " cash advance fees '' made to unknown merchant XXXX on XX/XX/XXXX I disputed any charges made on XX/XX/XXXX immediately after I got a fraudulent alert message from Citi and they said they'd check into it and reversed XXXX charges on following day ( which I had not see the prior day ). They sent me a new Citi XXXX XXXX On XX/XX/XXXX I received letter from Citi that stated these charges were not fraudulent. They failed to provide any information on tracking this merchant XXXX XXXX XX/XX/XXXX I sent a detailed letter to Citi explaining all that had happened and why I disagreed with their decision. On XX/XX/XXXX I saw an unexpected charge on my XXXX Citi XXXX and Called XXXX at XXXX Am XXXX on sudden charge of {$33.00} I saw on my Card. She said this was a cash advance fee related to the apparent cash advance payments of {$100.00} and {$460.00} made to XXXX that I had disputed. She said she would reverse the charge and that I should talk with the fraud department on the status of receipt and action on my XX/XX/XXXX letter. On XX/XX/XXXX at XXXX PM I got connected to the XXXX Department. They said they would re-open my case. On XX/XX/XXXX I received an email from Citi that stated they would re-open my case ( see attached ). On XX/XX/XXXX I checked my Citi card balance and they had not revered the {$33.00} charge and had added a {$13.00} interest charge related to the XX/XX/XXXX charges. ON XX/XX/XXXX I called Citi spoke with XXXX and he said yes they had re-opened the dispute but had decided the dispute was invalid so they had closed the case once again. I asked to talk to supervisor and talked with XXXX. XXXX they would further investigate but that actually originally I should have disputed the charge with the dispute department rather than fraud department. But he reopened the case with case numbers XXXX for the {$100.00} and XXXX for XXXX {$460.00} charge and offered {$100.00} valuable customer credit for my trouble. On XX/XX/XXXX I went to my Citicard account to see if I could actually dispute the charge like I was told to do, and saw I could not dispute the charge because it was already closed out. I have no confidence that Citicard will reverse the XXXX charges so I need help resolving because I am just getting the run around.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77304
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I put XXXX purchases on Citi 's Flex Plan, which allows you to pay off certain purchases over a period of time for a fee. When my XXXX statement arrived, I called Citi to confirm what amount I needed to pay to avoid incurring interest charges. I was told the wrong amount. It would be helpful if the Citi statement clearly identified what amount needs to be paid to avoid incurring interest but it doesn't. When the XXXX statement arrived, I saw that I had incurred {$68.00} in interest charges. So I called Citi and explained to them that they had informed me of the wrong amount. They removed that charge and clarified what XXXX numbers I had to pay to avoid incurring interest. I then paid the XXXX statement in accordance with their instructions on XX/XX/XXXX ( though it was due XX/XX/24 ). I just received my XXXX statement and it includes {$47.00} in interest charges. I called to ask why this was incurred, and was told it is because I had not paid the XXXX statement in full. I explained that the reason I had not paid the XXXX statement in full is because I was misinformed about the amount due, as evidenced by them removing the charge on the XXXX statement. They said they can only remove interest once. So I want my {$47.00} but what's more important is Citi should clearly identify the amount due to avoid paying interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53045
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: On XX/XX/2023, we enrolled in a XXXX membership, intending to enjoy their facilities with our family. Unfortunately, due to unforeseen circumstances, we were unable to utilize their services and proceeded to cancel the membership on XX/XX/2023. We meticulously followed XXXXXXXX XXXX online cancellation process, ensuring all family members associated with the account were included in the cancellation request. We have concrete evidence, including a screenshot taken during the cancellation process and email confirmations from XXXX, validating our comprehensive cancellation. These documents unequivocally demonstrate that all memberships under our account were intended to be terminated, contrary to XXXXXXXX XXXX assertion that only the primary membership was canceled. Regrettably, XXXX continued to charge our account in the subsequent months, despite the lack of service utilization and our explicit cancellation. We find this to be a clear case of wrongful billing, necessitating immediate remedial action.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX, my phone was stolen. While in possession of the stolen device, the thieves were able to change my XXXX password and FaceID. Presumably they used XXXX of these to initiate a XXXX transaction from the Citibank Mobile banking app in the amount of {$2500.00}. Upon reporting fraudulent transactions to all other financial institutions, including Citibank 's normal checking services, other teams worked with me to collect information and resolve the disputes under the The Fair Credit Billing Act ( FCBA ). Even after following up, when Citibank Mobile fraud failed to ask for sufficient information regarding the status of the case, I sent information regarding the details of the police report I filed of the stolen device to XXXX XXXX XXXX, as instructed. I received no response, and once again had to call in to receive a status update regarding the case. I am extremely frustrated that Citibank is unresponsive, and is in breach of The Fair Credit Billing Act ( FCBA ). In addition, Citibank 's bank fraud team seems to not have their records in order, as they have accepted XXXX fraud claims and not the XXXX in the same amount as XXXX of the claims, thinking that it is a duplicate transaction, in the amount of {$240.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48104
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A