Date Received: 2023-10-14
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: Citibank refused to close credit card and pretended that the phone disconnected when it didn't. Transferred to a total of 3 people to try to get me to not close the card. Unethical business practices. This call was made on XX/XX/2023 at around XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
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 XXXX XXXX XXXX I opened a purchase dispute for an XXXX purchase in the amount of XXXX. I ordered a Laptop but XXXX sent an empty box ( full of packaging and heavy box material but no laptop ). This is a well known XXXX scam. I contacted XXXX to report the issue, via phone and the rep told me I could file a return but to get a refund XXXX would expect a laptop. Since it was impossible to send XXXX something they did not originally send me ( effectively refusing the return ) I filed a purchase dispute with Citi. As of XXXX Citi claims they have " completed an investigation '' in favor of XXXX Citi has violated my rights under the FCRA multiple times detailed below : 1 ) Citi never sent any acknowledgement of the initial dispute 2 ) Citi never attempted to contact me to get any additional information in regards to this dispute. How can you claim to do a reasonable, unbiased investigation if you do not even talk to the party that has been damaged and needs a dispute resolution? 3 ) Citi never provided me with the response from XXXX or allowed me to respond they just closed the dispute in XXXX favor with no communication to me. How can you do an investigation in good faith if you are not transparent and allow your customers to respond. 4 ) Citi missed every major communication required under my FCRA in regards to this dispute 5 ) Citi has clearly a bias in favor of XXXX in this instance. This item was either taken out of the box before it was stocked at XXXX or taken in transit and the package was stuffed with enough material to offset the weight difference. The box was heavy enough from the packaging to not alert me to an issue until I opened the package to realize no laptop was present. I would be interested as to how XXXX could provide " proof '' that the laptop was actually delivered to satisfy an investigation when I just received an empty box. Nothing about this investigation was done thoroughly, above board, or in good faith.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83709
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Hello, I have reached out the the XXXX creditors in this matter, Best Buy/CBNA, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX in accordance with the Fair Reporting Act, this creditor has violated my rights. I understand that under 15 USC1681 section 602 - states, I have a right to privacy15 USC1681 604A, section 2 also states a consumer reporting agency can not furnish an account without my written instructions.15 USC1666B a creditor may not treat a payment on a credit card account under an open consumer credit plan as late for any purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 916XX
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Other transaction problem
Subissue:
Consumer Complaint: Citi ( Citibank ) failed in to exercise due diligence and therefore failed in its responsibility to try and prevent XXXX XXXXXXXX XXXX. This resulted in myself, an XXXX man, being exploited for {$48.00}, XXXX on XX/XX/2023. Compounding the problem, Citis fraud investigation department focused its efforts on trying to absolve the bank of any responsibility. It sent a letter to me saying it wasnt the banks fault and then made it impossible to contact the bank again to discuss the issue further. This was done by forcing me through a XXXX process to contact the bank for further explanation or to elevate the complaint. The system is clearly designed to be unreasonably difficult and time consuming to dissuade people from trying to pursue the matter further internally at the bank. Citi created a product targeted at gaining new accounts from the elderly and then failed to have reasonable and proper controls in place to prevent their being exploited on these accounts, creating a perfect storm allowing mass exploitation of the elderly. Citis systemic failures to try and prevent XXXX XXXXXXXX XXXX are extensive and undoubtedly affects numerous customers. Resolution : I ask that Citi refund the {$48.00}, XXXX to me and internally review and modify its processes to mitigate the risk of this happening to other elderly. If Citi chooses not to reimburse me, I request that the CFPB open an investigation into the banks practices related to mitigating XXXX XXXXXXXX XXXX. Lastly, a class action lawsuit is in order against Citi. Detailed facts highlighting Citis marketing to and then failing to protect the elderly, specifically myself an XXXX man. Citi marketed to and opened an account for me an elderly person. Citi created a Federally Insured very high interest rate savings account called Citi Accelerate Savings account with rates of 3 % to 5 % in an environment with competitive savings accounts offering less than 1 %. Citi marketed the Citi Accelerate Savings account account to the elderly including me. The advertising highlights language such as earn XXXX the national average on your savings and FDIC Insured. The Citi Accelerate Savings account is obviously designed to attract the elderly who have savings, need the security of Federal insurance and who live on their savings and the interest it earns. Should the CFPB demand Citis marketing records including banner ads, video, paid search, paid social, email, print, direct mail, TV and Radio including broadcast, cable, and streaming, it will certainly show that the elderly were disproportionality targeted by Citis marketing of this product. Should the CFPB demand Citis account records for its Citi Accelerate Savings account it will certainly show that the elderly over index as consumers of this product relative to the general population, as it was designed to appeal to the elderly and then marketed to the elderly. Citi opened a new account for me, an XXXX person without ordinary and customary protections being put in place. I was exploited by a stranger for {$48000.00} within months of opening the account. The money was wired to a XXXX bank account, in an amount and destination that is obviously suspicious. Citi set up new accounts for the elderly and failed as a matter of policy to institute two-factor authentication, reviews of large wires, reviews of suspicious dollar amount wires, wires to XXXX accounts or other customary and ordinary protections that are nearly XXXX on all bank accounts regardless of the owners age but that are particularly important for the elderly to mitigate the risk of them being defrauded. Citis failure to have proper policies in place to protect the XXXX created an unreasonable security exploit that could be used against the elderly to defraud them. Citis failure to have policies in place to mandate the accounts of the XXXX be set up with customary and ordinary protections against fraud and abuse led directly to me being exploited for {$48000.00}. It is a given that a large transfer out of an elderly persons account to a XXXX bank account when the person does not have a history of such transfers is suspicious. Citi has no policy in place or failed to use it to review suspicious transfers creating an unreasonable security exploit that could be used against the elderly to defraud them. A transfer to a XXXX bank account slightly below {$50000.00}, especially when funds were in the account in excess of {$50000.00}, is patently suspicious as XXXX know the bank must expeditiously report fraud above {$50000.00} to the FBI for its assistance in recovering the funds and for which the FBI has a high success rate. Citi has no policy in place or failed to use it to review a patently suspicious transfer creating an unreasonable security exploit that was used against me and elderly person to defraud me. Its an obvious failure of Citi not to have policies in place, or not to follow its policies, to flag for review patently suspicious transfers to foreign bank accounts that are outside of the normal activity of an elderly persons account. This led directly to me being exploited for {$48000.00}. When I became aware of the fraud, within XXXX hours of it occurring, I notified Citi. Citi failed to take timely and appropriate actions to mitigate my damages such as reversing the wire in a timely fashion, or to properly assist me in efforts to lawfully recover my stolen funds after the fraud occurred. Instead, Citi instituted an internal investigation which was specifically designed to cast blame on me an elderly customer while simultaneously covering up the banks failure to have reasonable and ordinary controls in place to prevent or at least mitigate elderly customers being defrauded. Citi declared itself blameless in a letter. The letter specified that if I wanted more information, I should call a specific phone number. When I call the number, it goes to a general call center which refuses to connect the customer to the fraud investigation department. I was forced to explain the situation to every new person and was transferred to XXXX or XXXX different departments, each of which said it couldnt help me. After XXXX hours on the phone, I was told that the fraud investigations department doesnt allow customers to contact them even with a case number, and individuals name. The Fraud Investigations Department would call me back in XXXX to XXXX hours instead. This of course never happened. Citi has in place a XXXX system that makes it nearly impossible for a customer to dispute or elevate internally at Citi its internal investigation. This is clearly a systematic effort specifically designed to dissuade customers from being able to elevate their case internally at Citi. This is not an ordinary big bank run around, it is a feature purpose built by the bank which specifically is an extra burden on all customer but in particular the elderly and it is carefully crafted to try and make customers give up and not pursue even valid claims any further. Unfortunately, this leaves me with few options other than requesting through the CFPB that Citi reimburse me or if that fails file a class action lawsuit against Citi for its systematic failures to prevent XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78633
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: My Costco Anywhere Visa Card by Citi credit card account was closed without notice ( no written warning, no email warning, and no text warning ) on Friday, XX/XX/2023. I called CitiBank and they did not tell me why the account was closed. I called again to request information from another CitiBank representative and they said I would receive a written letter in XXXX business days. I have not received a letter. The representative also informed me that the account closure would forfeit over {$300.00} of Costco cash rewards ( an annual cash refund ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80120
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I have prepared all the official documents that the manager of the Citibank XXXX branch requested of me. All the codes for the account were sent and I was asked to send the appointed lawyer. So I sent the appointed lawyer to the bank branch in XXXX. XXXX. At my own expense, I spent all my money on this transaction, as the The balance amounts to XXXX XXXX XXXX XXXX XXXX XXXX dollars. Since 2013 until now, I have contacted the bank more than XXXX times to no avail. Please update the information about my account and provide me with the latest information about my account. Otherwise, I will unfortunately be forced to take all necessary legal measures regarding this incident. May you always be healthy and well.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I had to close this account. First Citibank said they were sending me a new card after fraud and putting hold on my Credit Card number, they never did. And Second, they are still not honoring this dispute : Some company called : XXXX XXXX about {$190.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 816XX
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-15
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: The incident started when the company over charged my account. The amount was disputed and the account was eventually credited after 3 months in resolution. because of the inconvenience, I decided to close the account.. The company is now attempting to bill me late fees for an account that was closed with a zero balance. The account was paid in full and closed by my request on XX/XX/2023 confirmation number : XXXX. The name of the agent assisting me is XXXX, who confirmed the transaction and provided me with the above confirmation number.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92240
Submitted Via: Web
Date Sent: 2023-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-15
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Today ( XX/XX/2023 ), I received a letter ( copy attached ) dated XX/XX/2023 from LL Bean Mastercard ( issued by Citibank, N.A ) about my former account ending in XXXX. I closed the account shortly after becoming a victim of XXXX loss/theft and identity theft over a year ago, as I have advised Citi many times. I made a police report of the phone theft shortly after it occurred ( but was not aware of the identity theft ). I can not attach a copy of the report. My request for it was denied because the suspect was a juvenile ( see attached copy of the denial ). In response to the instructions in Citis latest letter, I called Customer Service ( XXXX ) and spoke with XXXX. She advised that a charge for XXXX antivirus, which I did not order, had been removed from my account recently, per my repeated requests for a mere year. Next XXXX informed me that I have a balance due of {$150.00}. When I asked why, she stated it was for finance and service charges, which had accrued on the recently removed XXXX antivirus charge. XXXX acknowledged that it should have been removed along with the bogus antivirus charge and put me on hold while she consulted her supervisor. I waited on hold for 15 minutes ( the entire call was half an hour ). The. XXXX advised me to call the security team on Mon. XX/XX/2023 as they do not work on weekends. Having been tormented grotesquely for attempting to communicate with Citi for over a year, I am not calling the security team, in which I have no confidence, Monday or ever. I have no complaint about XXXX, who was perfectly nice. My complaint is with the dysfunctional, dystopian, autocratic, techno-bureaucratic corporate-XXXX harassment to which Citi subjects me month after month after month. I am not paying {$150.00} or any amount of finance/service charge on a disputed underlying debt, which does not really exist, as Citis removal of it confirms. Please require Citi to stop trying to collect these illegitimate charges from me. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 62002
Submitted Via: Web
Date Sent: 2023-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Spoke with XXXX, & XXXX ( Resolution Specialist ) on ( XX/XX/ ), XXXX & XXXX ( XX/XX/ ), XXXX XXXX XXXX, & XXXX ( Supervisor ). Also, XXXX credit {$700.00} but CitiCards bluntly refused to credit my credit card account. The detectives investigated this matter thoroughly and found that Citi Cards in involves in " Petty Larceny '' ( Complaint Report # XXXX ) since the amount is always below ( {$1000.00} ) could not be classified as Fraud. Many of these representatives are in third ( XXXX ) world countries eg. XXXX, XXXX, XXXX, etc. and don't quite understand the problems. On XX/XX/ I spoke with XXXX & XXXX ( fraud dept ) and they could not resolved and issues, even though relevant documentations were sent to Citi Cards. Citi Cards also reported these accounts as delinquent and late- which seriously affected my credit. Every one of my accounts including my Mortgage are being PAID on a timely manner and in weeks before due dates which can be verified. Cards # XXXX & XXXX & XXXX & XXXX. Citi Cards would cancel the cards, issue new cards, but keep on carrying foward the disputed amounts
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 114XX
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A