Date Received: 2023-12-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: About XXXX days ago, I tried to access my account and found it locked. I called and was told that they were closing the account, no explanations given. At the time I had {$100.00} on deposit and they have not yet returned it to me. The balance has not changed since they closed it. A second issue is prior to closing account I had submitted a wire transfer from my account in the amount of {$1900.00}. The next day I called to cancel it and they said they had to do an investigation and it would take 180 days to resolve. It was going to someone in England. I think that is too long, I cant afford to be without my money and when I call for status I get vague answers and different every time. I dont understand why they are treating me this way I have attached a copy of the only thing Ive received from them dated XX/XX/2023 regarding the 1st issue. I have never received any correspondence regarding the wire transfer and no longer have access online to my account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93012
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-19
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On the XXXX XXXX XXXX I requested via the Citi help number that I be mailed a cashier 's check in the amount of {$10000.00}. The representative with whom I was dealing, instead of explaining to me that it was Citi 's policy not to issue Cashier 's checks over the phone, instead took it upon himself to set up a " bill pay '' under my own name. When I logged online later that day to review, I saw that a check ( in the amount of {$10000.00} - not the requested {$10000.00} - which I later learned was because there was a Cashier 's check limit of {$10000.00} that the representative also failed to communicate ) was being issued to me, rather than to the recipient ( who happened to be the tax collector for my local township ). I called back that same day to cancel the transaction, and the next representative I spoke to confirmed to me verbally that the transaction was cancelled. Today, on the XXXX XXXX XXXX, I checked again and discovered the transaction was not cancelled, and the check was issued. I called again and asked for the check to be cancelled, and was told the following : XXXX That the check could not be cancelled now that it was issued > That I would need to wait 10 days and call them back to have it cancelled XXXX That I could not be directed to an individual who could provide some level of continuity through this process when I called back in 10 days > That I could not be provided in writing a copy of my open issue and its recommended remedy > That there was nobody at Citi the representative could direct me to with access to an email account capable of sending messages to external recipients Keep in mind that the nearest physical Citi branch to me is over 3 hours away, and that the only number available to members of Citi was this singular help line I have been using up until this point. It is also worth noting that the call line with which I've been communicating with Citi is structured very carefully to avoid having to direct a caller to a live representative. No call options even resembling bill pay, cashier 's checks, or even an " other '' option exist in their system. In each of the 5 calls made to Citi, I was forced to press the XXXX XXXX XXXX button repeatedly for over a minute before I was directed to live assistance. When asked if there was a way to reach a representative directly ( which I was explicitly instructed to do, 10 days from now ) I was told their policies forbid it. Under no circumstances should a financial institution be allowed to stonewall its members from access to real banking professionals with the agency to resolve customer issues. The equivalent of a tech support line being the only mechanism for problem resolution with a financial institution with no local branches is tantamount to fraud. For major financial problems- especially those caused by ineptitude by bank employees themselves - an escalation path must be provided that results in conversation with bank employees with real agency - and real email addresses. Under no circumstances will I continue to bank with Citi until their policies regarding customer support are modified, and make real professionals available to their customers who bank with them remotely.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19040
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-19
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 purchased an online mentoring class with a specific person from XXXX XXXX on XX/XX/XXXX from his XXXX account. When, I purchased the class, the merchant gave me a ebook and XXXX number to the assistant and said he will help to mentor me. I didnt receive anything else. I did not get any mentoring from the specific person as advertised in his XXXX XXXX thing he gave me was his Ebook which is not helpful. Plus, I didnt get a response from his XXXX. I filed a dispute with Citi on XX/XX/XXXX. They opened it and asked for additional information in XX/XX/XXXX and asked to complete it by XX/XX/XXXX. I was not able to respond by XX/XX/XXXX as I didnt check my email or mail as I went out of town for a work travel. When I came back I realized Citi completed their investigation and it was against my favor. I called them to allow me to reopen the case and give me chance to add my additional information. They simply refused and asked me to contact merchant. Merchant is not responding to me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 38637
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-19
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I opened my account with Citibank less than 4 days ago and I have not been able to use the funds I deposited. I wanted to know why I cant even view my debit card number or even send a XXXX payment. I was told that my account was placed on a fraud hold. When I asked why I was told the reason is in a letter which will be sent to my address which I am currently not there because its the holidays. The said letter takes more than a week to arrive. Meanwhile I am still not able to access my funds until that letter is received. I have asked to close my account, transfer my funds, and all Ive been told was that I have to wait more than a week for that letter to arrive. I wouldnt even get a reason for the fraud hold all I was told was that that letter includes the reason and that I need to call back. I have never had this experience with any bank, ever, I am having my funds withheld from me for no apparent reason. No one I have talked to can give me a reason as to why my account is being restricted.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30047
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-19
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: For history purposes, I rented this jet ski on XX/XX/2023 for my birthday in XXXX XXXX XXXX. The jet ski that I was given was pretty scratched up ( as shown on the attached pictures ) and they didnt do a walk-around like they would in a car rental establishment to assess damages that were on the vehicle before rental, but I did not think anything of it. When I came back from the jet ski adventure an hour later, they started pointing to the scratches on the vehicle, and I said those were on the jet ski when I rented the vehicle. They then said, see these scratches are wet and were just done. I said that is stupid, the jet ski is in the water of course the scratches are wet, we argued back and forth and they told me the damages, and I said no way am I going to pay this and me and my family left and then I reported this to Citibank the moment I came back home. The gentleman I spoke to understood, that this is a common scam that happens to multiple people ( see four reviews attached just this year that show a pattern of doing this to people and link to reviews below ). I have also included a copy of the contract that I signed for your review. https : XXXX Further, I have attached a picture of what a brand-new jet ski would cost in Mexico which is way more than the damage they accused me of causing. After speaking to the Citibank representative, I was so sure this would be handled by Citibank as this is a commonly known scam that I thought Citibank would recognize. I am disappointed in Citibank that I should have to go to such great lengths to prove myself innocent and that I dont have any protection from people like this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08016
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-19
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: Purchased Windows to be fabricated and installed by XXXX XXXX. XX/XX/XXXX the team was at my house to start the install. During the install it was obvious that what was fabricated was not what I had ordered. Every window had an extra 1.5 inch frame which reduced the glass by at least 3 inches. Some windows were fabricated with a different grid pattern, some were way to large to be installed, all were far too small and required at least 2 inches of caulk to fill the gap. All of the windows facing the XXXX leaked when it rained. What did get installed, they installed over the rotted wood. Every window was fabricated with the grid being XXXX inches from the side, which caused the XXXX inch windows to look like jail cells. My kitchen window was so bad they weren't even in disagreement. My foyer had XXXX windows of which I had a picture window fabricated. They left the frame which had grooves on the top and the bottom of the window, where the T was. They expected me to patch it with paste, and stain it, with the understanding it is in a foyer on the second floor. After 7 months of them coming out to my house, they still had no solution. I instructed them to cancel the install, process a refund and I would purchase from another company. XX/XX/XXXX I requested XXXX XXXX be at my home to remove the partially installed windows the same day the new company would be installing. XXXX reps from XXXX XXXX came to my home XXXX weeks later to pick up the windows and I instructed them that I had left the rotted frames on all of the windows to show management. XXXX XXXX has refused to process a refund to this date.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-19
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I opened a Citibank Costco Visa card in XXXX XXXX and have used it for about {$9000.00} in charges, which I pay off in full every month. I get a daily email showing my act. balance. I went to use it on XXXX XXXX at Costco to make a {$430.00} purchase and it was declined so I used my XXXX XXXX XXXX to pay and called Citibank when I got home.I talked to 2 people who couldn't answer why until I finally talked to a Level 2 Account Manager by the name of XXXX. She was concerned that I paid off my amount every month and couldn't see any reason it was closed. She thought it was a system error and would get back to me, which she did.She said I had 4 payments on XXXX XXXX and XXXX that didn't go through. I was never notified by email, my account or by text that this happened nor did I get a late or returned payment fee. I use my XXXX checking to make payments and one did go through on XXXX XXXX. She said it was an automatic act. closure and I asked why I was never notified or if a human even reviews it. I asked for an email stating this and she said she couldn't do that. I said I have excellent credit, over XXXX and pay my balance every month and have XXXX in reward dollars. She said she was sorry and my act would be renewed. I got an emailed XX/XX/XXXX saying my act was reopened. I went to use my card at Costco today and it was denied. I called and talked to an Act. Manager named XXXX and he said my account was closed today and I wouldn't get any reward dollars I earned and it was for the same reasons as before. This is VERY unfair and I wonder since I pay off my account every month they don't make any money so they ripped me off for {$170.00} and closed it. I have contacted Costco and they are doing an investigation also. I have documentation to prove my end of this but it will be hard to attach, I don't know how. I can mail it to you.
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: 2023-12-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-19
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 an appliance purchase at Best Buy Store using Best Buy ( Citibank ) credit card on XX/XX/2023. Best Buy was unable to deliver on the day of expected delivery XX/XX/2023, so I decided to cancel entire order and purchased appliances elsewhere. I received what I thought was a full refund until 30 days later when I received a bill from Best Buy Citibank credit card for {$190.00}. On XX/XX/2023 I contacted the credit card who directed me to handle with the store. I spoke with a manager at the store who said they'd work with Best Buy corporate to refund within 2 weeks. On XX/XX/2023 I began to receive debt collection calls. I explained the entire story and spoke with a few people. I called Best Buy repeatedly between XXXX which is documented. I was continually told different things by Best Buy. I was hung up on, lied to, mislead, and intentionally strung along in hopes I'd pay for something that should have been cancelled. I was continually told my case was being escalated and worked on. On XX/XX/2023, Best Buy Citibank reported delinquent payment status to the credit bureaus which now effects my credit score. Fast forward to XX/XX/2023 after working with XXXX XXXX XXXX, Best Buy Stores worked with Best Buy Citibank and issued two refunds totaling {$190.00} along with Citibank reversing a late fee of {$29.00}. This brought my Best Buy Citibank credit card account to XXXX balance. Best Buy corporate stated they requested that Best Buy Citibank remove the negative reporting to credit bureau, but they would not. Instead, Best Buy Corporate stated that Best Buy Citibank suggested I dispute the reporting to the credit bureaus. This was absurd and was outright an action to push me off. The credit bureaus will not remove anything from my credit report because I say so and to dispute it with them, I'd need documentation. I reached out to the credit bureaus and was told Best Buy-Citibank needs to request the negative reporting be removed. My credit report should not be affected because Best Buy Stores did not resolve this back in XXXX. Why should my credit history be negatively affected as a result of bad business practices? Why won't Best Buy-Citibank remove the one-time negative reporting if Best Buy Stores explained to them the situation. I have all the calls I've made documented. How is a consumer supposed to navigate this dispute? I haven't had a single late payment on my credit report in over 10 years and now Best Buy Citibank does this because Best Buy Stores did not issue the refund in time? Best Buy store cards are encouraged to be used in the stores and there's a push to buy memberships and protection plans all using their credit card yet when there's a dispute there's no protections for the consumer and the business that the credit card is supposed to be advocating for, they will not support. Citibank will not support what Best Buy stores ( their direct merchant ) are asking.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34654
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Representative refusing to post a payment made in XX/XX/2023. I've been making rapid payments ; XXXX posted and the other did not. When I called to make the company aware that a XXXX dollar payment had not posted ; I was treated as if the payment did not matter, and they did not have to post it. The operator kept pretending as if they did not understand what I was talking about. They never posted it which is in violation of the contract that has been agreed upon. They are refusing to post payments. Also, there seems to be finance charges applied with no way to see how much the finance charges are. The electronic statement is not listing the finance charges that should be plainly visible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28379
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On XX/XX/2023 I went to purchase an item from Harrods for roughly {$1000.00}, the transaction would not go through even though I completed an online purchase verification 4 times with the texted code I had received. I called an agent who verified my identity through text verification and he assured me it would work. It didn't. I went to XXXX 's and was trying to make a purchase of about {$1000.00}, the card got denied I got on with an agent and he said to verify that he would need to call me back ... ..he never called back, in the meantime I called Citi again XXXX and was able to get an agent who stayed on the phone and she verified my identity by keeping me on hold and calling me back on a different line, I was able to complete the purchase and she assured me that everything was going to be ok and that she would put a note that I would be doing individual purchases up to {$4000.00}. When I got home I did see an alert in my email from Citi Fraud department, I called and they said no issue it probably came over earlier. I tried to make another purchase from XXXX for roughly {$2000.00} and the card was denied. I called Citi and she said she would have to verify my identity by sending a letter that would be received in 5 to 7 business days. Are you kidding me, this is the same company that Fraudulently signed me up for a promotional program that requires spending {$10000.00} instead of {$7000.00} over 3 months which I was really upset about but now that I am well on my way to meeting the requirements of that promotion and I sent a complaint about that which was closed out all of a sudden my card doesn't work even though my identification has been verified 3 times. So basically I will be without the use of my card for a week during peak buying season for XXXX, all of those purchases that would have went towards my {$10000.00} promotional requirement can't be done. I find it hard to believe that none of this is connected. I have had many credit cards over my lifetime I have never seen anything like this. One of the agents before the last one told me that I could also go into a branch to clear all of this up and when I told this to the last agent she said that was no longer an option. I have absolutely had it with Citi, I transferred the money I had in my checking and savings accounts and now I this which makes no sense that I can't even go into a Citi bank and verify my identity. Why is my card still not working after talking with 5 representatives and my identification being verified 3 times. What's next I get the letter give them the code and this whole thing starts over again as I HAVE ALREADY VERIFIED MY IDENTITY 3 TIMES!!!!! They are not only the worst bank, customer service, credit card service they are the worst business I have ever dealt with!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92101
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A