Date Received: 2024-01-05
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I tried to transfer money out of my account to an online savings account and Citibank closed my account. I need my money back ASAP
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50023
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: This has happened multiple times, but the most recent fact pattern is : On XX/XX/XXXX, I made a payment ( via app ) to my Citi credit card in the amount of {$10000.00} ; I believe this was the statement balance due by XX/XX/XXXX. On or about XX/XX/XXXX, my purchases started to be declined. I called Citibank and was told the card was maxed out, despite the fact that the IVR indicated there was open credit ; app also showed XXXX payment had been applied and credit line opened. Citi rep informed me that the XXXX payment was being held until XX/XX/XXXX. Why? Good question. First they said it was " fraud indicators. '' I asked what fraud indicators and rep said no, there are no fraud indicators. Then I was told " account is new. '' It's not that new. Then I was told it was because I made " multiple payments. '' I only made the one payment, and there was another minimum auto-tpayment made as is scheduled every month ( a service Citi offers and presumably encourages ). I've had this same problem before and was told that once I let the hold expire once, it wouldn't happen again. I did that and yet here we are. I asked for a supervisor. Specifically, I asked for an on-shore supervisor because the initial rep was off shore and difficult to understand. Next, Citi rep asked me if the bank holding the paying account was open. How am I supposed to know that, and how is it my responsibility? After much angry arguing, Citi connects to XXXX, the bank where my payment DDA is held. XXXX confirms that the payment was initiated on XXXX and posted on XXXX. Citi then decides it can apply the payment. How long is Citi allowed to " hold '' the payment once the money is posted out of my payment account? Why did it take me 2 hours of extremely frustrating phone calls to effectuate a payment that I made 12 days earlier? Citi consistently prevents me from both using this card and from paying this card. I requested information on why this happens, what authority they have to do it, and why it happens to me specifically. I have never missed a payment, I don't carry a balance, I have an XXXX credit score. What factors are motivating Citi not to apply a normal, expected, on-time payment? Are they trying to force this account into a bad status?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85255
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
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: XX/XX/XXXX XXXX XXXX XXXX XXXX IA charged me twice on my CitiCard for {$570.00} XX/XX/XXXX - reported duplicate transaction of {$570.00} to Citicard and I was given a temporary credit on my account ( Case # XXXX ) XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX of the {$570.00} back to CitiCard XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX IA sent the other {$570.00} back to CitiCard due to the duplicate transaction dispute XX/XX/XXXX I paid full balance of my XX/XX/XXXX CitiCard statement which included the {$570.00} amount that XXXX XXXX should have received XX/XX/XXXX I received email notice from Citi that the duplicate transaction was resolved and I was given a permanent credit on my CitiCard account for the {$570.00} amount. XX/XX/XXXX - I checked my XXXX XXXX account and it didnt show the {$570.00} payment from my CitiCard account. I contacted XXXX XXXX and they stated that I needed to show proof of payment. So I sent them my XX/XX/XXXX statement ( showing the duplication transaction and temporary credit ) and my XX/XX/XXXX statement showing my full payment of the XX/XX/XXXX balance. XX/XX/XXXX XX/XX/XXXX talked to Citi and XXXX XXXX about this {$570.00} amount multiple times. XX/XX/XXXX, found out from XXXX XXXX billing supervisor that on : XX/XX/XXXX at XXXX XXXX XXXX sent Citi back one of the {$570.00} amounts XX/XX/XXXX at XXXX XXXX XXXX sent back the other {$570.00} amount This is why the {$570.00} amount wasnt being recognized as being paid to XXXX XXXX even though I had paid Citi this {$570.00} with my XXXX statement payment. XX/XX/XXXX I opened another dispute via postal mail with Citi regarding this duplicate transaction/missing payment to merchant ( XXXX XXXX XXXX XXXX XXXX XXXX {$570.00} on XX/XX/XXXX which Citi replied was resolved but was treated like the duplicate transaction response from Citi instead of the missing payment dispute I was trying to get resolved with this XX/XX/XXXX dispute request. Citi sent me an email on XX/XX/XXXX referencing Case # XXXX which was the duplicate transaction case #, not a new dispute case # for the missing payment to XXXX XXXX XXXX XXXX XXXX XXXX still didnt acknowledge that they received this amount from Citi XXXX XX/XX/XXXX - I opened another dispute with Citi regarding this missing payment to merchant XXXX XXXX XXXX XXXX XXXX ) of {$570.00} on XX/XX/XXXX since Citi didnt handle the XX/XX/XXXX dispute request correctly. XX/XX/XXXX - I sent another dispute request to Citi regarding this missing payment to merchant XXXX XXXX XXXX XXXX XXXX ) of {$570.00} on XX/XX/XXXX since I didnt receive any correspondence from Citi XXXX they received my XX/XX/XXXX dispute request. XX/XX/XXXX I received email from Citi regarding additional information was needed regarding my dispute request for the {$570.00} with XXXX XXXX XXXX XXXX from XX/XX/XXXX. I checked my balance at XXXX XXXX before I responded to this email from Citi and that is when I discovered that there was a CC charge back on my XXXX XXXX XXXX account from XX/XX/XXXX of the {$570.00} ; I assumed that Citi figured out that they still needed to give XXXX XXXX XXXX the {$570.00} that I paid Citi with my XX/XX/XXXX statement payment, that Citi had addressed my XX/XX/XXXX or XX/XX/XXXX missing payment to merchant dispute requests. So my response to this additional information request was This was resolved on XX/XX/XXXX. No other action is needed. This email from CitiCard had case id XXXX. XX/XX/XXXX & XX/XX/XXXX I received an email from Citi stating that since I accepted responsibility for the {$570.00} dispute with XXXX XXXX XXXX XXXX and the dispute was closed. And that Citi would be putting the {$570.00} amount back on my Citi account as being owed and would start collecting interest. XX/XX/XXXX Verified with XXXX XXXX that Citi sent the {$570.00} payment to them on XX/XX/XXXX, which occurred at XXXX as a credit card back debit. Which again is the amount I paid to Citi to pay XXXX XXXX with my XXXX statement balance. XX/XX/XXXX I sent an email response to Citicard regarding their email responses from XX/XX/XXXX & XX/XX/XXXX that I didnt owe CitiCard anything and that my balance should remain XXXX. XXXX XXXX XXXX should continue to have the {$570.00} payment. I also expect a written confirmation from CitiCard that my balance is XXXX and that the {$570.00} wasnt going back into my balance to earn interest ; and XXXX XXXX would retain the {$570.00} paid to them ; and that this missing payment to merchant and duplicate transaction dispute is resolved. I requested a response back from CitiCard by XX/XX/XXXX or I was going to file a complaint with Consumer Financial Protection Bureau to get this resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 501XX
Submitted Via: Web
Date Sent: 2024-01-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My VA just bill the check was sent as direct deposit and shouldve been made available on XX/XX/XXXX. My deposit was not made available because just before that my account was compromised and some fraud committed on my account. VA XXXX check is the only income I can receive according to the VA I am XXXX XXXX XXXX XXXX, so they are holding the funds. I have it will not let me access them before the deposit was sent they told me the fraud caused the account to be locked which she did, and then the deposit would be returned back to sender, which was not they kept the deposit in my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30132
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Money was not available when promised
Subissue:
Consumer Complaint: RE : CFPB Complain ID : XXXX Citi Reference Number : XXXX After receiving the response from Citibank dated XX/XX/XXXX stating that it is impossible to locate the monetary resources blocked, we are submitting a repeated complaint attaching the documents requested by Citibank. We are asking Citibank to review the documents attached and base the investigation using the data provided, not the materials filed by the XXXX XXXX XXXX XXXX XXXX XXXX. The following documents contain all information concerning the attempted transfer of monetary resources : ( XXXX ) initial payment order, ( 2 ) SWIFT-messages from Citibank stating that monetary resources were frozen by OFAC representative XXXX etc. If it in some way helps the investigation, we are describing the whole situation below. On XX/XX/XXXX, XXXX XXXX XXXX initiated a transaction with XXXX " XXXX XXXX XXXX authorizing the transfer of XXXX RUB ( XXXX XXXX XXXX rubles ) from his bank account ( No. XXXX ) to the bank account of XXXX XXXX XXXX at Citibank XXXX. XXXX. Under Payment Order XXXX. XXXX, dated XX/XX/XXXX, the specified funds were seamlessly transferred from the paying bank ( XXXX " XXXX XXXX XXXX XXXX ) to the corresponding bank ( XXXX XXXX XXXX Citibank '' XXXX, XXXX ), where they were credited to the bank account No. XXXX. Confirmation from XXXX XXXX " Citibank '' XXXX arrived promptly on the same day, verifying the successful crediting of the funds to the bank account owned by Citibank XXXX. XXXX in XXXX XXXX " Citibank '' XXXX. But funds did not go any further. Following the transfer, XXXX " XXXX XXXX XXXX XXXX XXXX XXXX Citibank '' XXXX, and XXXX XXXX made multiple inquiries regarding the subsequent movement of funds or potential return options. Subsequently, XXXX XXXX learned that during the attempt to transfer specified funds to Citibank XXXX. XXXX via XXXX the specified funds had been frozen by an order from the Office of Foreign Assets Control ( OFAC ) , and no actions could be taken unless a special license was issued by OFAC. We applied for such license and waited for a long time having the case pending. However, after a long while, we received a letter from OFAC stating that case status has been changed on " Returned Without Action ''. We contacted OFAC and Learned that Citibank XXXX. XXXX failed to provide OFAC with the Blocking Report describing our transfer. After that, we've addressed this issue to Citibank XXXX. XXXX again and on XX/XX/XXXX, XXXX XXXX received an unexpected letter from Citibank XXXX. XXXX stating, " With the information you provided, we are unable to locate any wire transfer under OFAC review. '' This revelation intensified the situation, suggesting that there was no legal basis for freezing XXXX XXXX 's funds in the first place. But despite the fact Citibank XXXX. XXXX stated in the letter, we've never received any information about the current status of the attempted XXXX, beneficiary ( XXXX XXXX XXXX ) has never received the money nor the money ever returned to XXXX XXXX 's bank account. In an attempt to unravel the complexities of the situation, XXXX XXXX turned to the XXXX XXXX XXXX in early XXXX. Officers from the OFAC XXXX XXXX investigated the status of XXXX XXXX 's application and repeatedly confirmed that Citibank XXXX. XXXX had frozen the disputed transaction without reporting it to OFAC. The failure to submit a Blocking Report prevented OFAC from locating the transaction, thereby hindering the issuance of a special license. We hereby respectfully ask you to help resolving the sutiation and return the monetary resources to XXXX XXXX by at lease filing the Blocking Report with OFAC.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: On XX/XX/XXXX i noticed fraud charges on my card and requested for a replacement. It is my only functioning card and as of XX/XX/XXXX- i have not yet received my card. every conversation with the citi customer representative is " card has been mailed and you should get it ''., Request to get it expediated was not accepted. Worst service to date by the citi card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75013
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
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: I went to buy a car at XXXX XXXX in XXXX on XX/XX/XXXX. XXXX XXXX said they had an XXXX but they did not have a VIN ( vehicle identification number ). They told me to call in the morning, on XX/XX/XXXX the next morning they still did not have a VIN or a vehicle. I immediately canceled the contract with XXXX XXXX on XX/XX/XXXX. XXXX XXXX refunded the {$1000.00} with Citibank on XX/XX/XXXX ( see attached documentation ). I then went ahead and purchase a XXXX XXXX from XXXX XXXX on XXXX XXXX. Citibank continued to charge me for my refunded {$1000.00} from the XXXX XXXX XXXX XXXX XXXX. Citibank put this in dispute at least four times ( during which I was called dozens of times ). In that time frame I spoke with various managers ( XXXX, XXXX and numerous other supervisors ). All of the supervisors said it would get resolved but it never did. During this time frame I would receive calls from collections agents telling me I owed {$1000.00} plus finance charges and late fees. I paid all of my other debts that were owed to Citibank. The only charge left is the {$1000.00} plus fees it accrued. I have also contacted XXXX through the phone and on the website with a lengthy complaint against Citibank. I am still waiting for their response to this day. I also contacted the XXXX State Attorney General and was told Citibank was unresponsive and they suggested that I contact the CFPB ( XXXX XXXX XXXX XXXX ). This erroneous charge has been a tremendous strain on my marriage, my business and has triggered my XXXX. My mortgage broker after reviewing my credit, suggested that I should not apply for a mortgage because of the damage Citibank has done. I have requested numerous times for Citibank to send me in writing a copy of the supposed contract that this is a recurring charge or any documentation that states why I am being charged {$1000.00} ( receipt attached ). They have refused to send me anything in writing and have disregarded my requests. I was also told by Citibank that XXXX XXXX refuses to credit back the funds. As you well know when the credit card machine is batched out at the end of the evening all refunds are credited back to the cards. The money was sent back to Citibank within three days. As of this date XX/XX/XXXX I still have no contract from XXXX XXXX or Citibank that states what the charge is for, what billing cycle it is on or when this contract supposedly ends. As previously stated there is no contract from XXXX XXXX because I did not purchase a car there. There is no maintenance agreement for the car that doesnt exist. XXXX XXXX themselves stated this. Prior to this debacle my credit score was XXXX and last I checked it went down XXXX points to XXXX. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
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 noticed activity on my Best Buy citi bank credit card. It was a near {$2000.00} in store transaction at Best Buy that I did not make. In fact I was at home studying for the XXXX when it occurred. I contacted the bank immediately and requested the charge be disputed. I assumed after that that the issue would be handled and I would be contacted by the bank. In XXXX, I noticed that no action had been taken in the matter. I contacted the bank again and was told that the charge was not disputed. They accepted that it was an internal error in their system and initiated the dispute. I received no letters of rebuttal or request for my statement or information. On XX/XX/XXXX, I received a letter from Best Buy explaining nothing more than the fact that I had lost the dispute. Best Buy citi bank has been egregious every step of this situation. It is unjust for me to pay for a {$2000.00} purchase that was made while my card was stolen.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91706
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: XXXX XXXX XXXX ( XXXX ) submitted a 100 % fraudulent document trying to collect a debt I don't owe. I personally went to the bank and spoke to a certified banker and they verified the letter was not from them and is fraud
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
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 made hotel reservations in XXXX XXXX through XXXX Once we arrived at the hotel, we were told that two reservations were made through XXXX XXXX which I did not use ). One charge came through my credit card as XXXX and the other came through as XXXX The hotel, XXXX XXXX has been very helpful and refunded XXXX for the second reservation. XXXX promised to reimburse my card in XXXX. I have yet to get reimbursed, nor have I gotten a response from Citibank after multiple emails and phone calls. I have given Citibank all prudent information including the emails between XXXX XXXX and XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: 59718
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A