Date Received: 2023-05-03
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XXXX, I tried to make a payment of XXXX XXXX from my Citi saving account to my personal bank account in XXXX XXXX. I tried to make that payment on Citi 's mobile phone app on my phone and use the instant payment service to do that. I could not successfully submit the payment request and received an error " Access Blocked : For security reasons, we can not allow you to proceed. If you require assistance, please contact Citibank Online Customer Service and mentioned Error Code MFA. '' So I did make a phone call to them. The first support person from Citibank asked me to try lots of things, including using a web browser instead of the mobile app, lowering the amount to XXXX . I tried four times in total, all leading to the same error message. The support person seemed to not know enough about the issue and how to solve it. I asked to speak to a supervisor, but the supervisor only asked for my name, and without helping solve the issue, they transferred me to another support person. I repeated my issue and the second support person also suggested me try lower the payment amount. Then I tried my fifth time, I tried to set up a payment with XXXX , but still could not proceed. I saw the same " access blocked '' error. I do see on my browser and my mobile app, my daily limit is XXXX . And I told the support person about that number as well. Thus, I don't think the issue is related to the amount, because this is my first payment transaction using the instant payment service which never succeed. I asked the support person how could I use this instant payment service. They don't know. They only suggest me try using a wire transfer which comes with an additional charge or use XXXX to transfer money, which I can not use because I don't have a checking account and only have a saving account. XXXX payment requires a checking account. They are not helpful in solving the issue, not knowledgeable about their services, and they don't want to help me with the problem I have, which is simply to be able to use instant payment, not trying other ways. If I want to try other ways, why don't I just put money in a different bank, that has much better customer service?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94536
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I contacted Citibank in regards to some transactions. I was fraudulently scam, and I informed them that I was scam for some payments that was made so some scammers unintentionally never knew that they were scammers thought I was working with a legitimate company to pay off my taxes that I owe. I sent them the money through XXXX to a company the works directly with thw irs. They are government impersonators. XX/XX/XXXX, XXXX {$500.00} XX/XX/XXXX XXXX {$100.00} XX/XX/XXXX, XXXX {$400.00} XX/XX/XXXX, XXXX {$300.00} This company was called XXXX XXXX XXXX XXXX that was based out of XXXX Florida however, at this company is nonexistent Then, when I cant take a Citibank for assistance, I couldnt get an American person on the line. I was only getting XXXX and they was not willing to help me at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30094
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have had a Macys charge card since 2019 but have not used it probably in at least a year. A purchase was made for a sale that had a large additional discount if made with a Macys card. When I logged into my Macys account, there was no where to make a payment. There is an Add your card portal that did not work. Attached, you can see the e-statement I was provided with a Pay A Bill option. This takes you to the same spot on the website and, when I tried to add the card with the exact information printed on the card, was given an error message. I should not have to add my Macys card information to that account anyway, but that is besides the point. The number on the card and statement sent me to an automated line for phone payments. The automated line also told me no account could be located with the information provided. None of the automated number options are to speak to a representative. I continued to call over the course of multiple days and eventually got in touch with a person. The late fee was waived but I am concerned about how this is being reported on my credit. Creditors not providing a reasonable means for a consumer to make a payment is contradictory to my understanding of Regulation Z. I did not neglect to make a payment before the due date, Macys made it impossible, and I should not be punished on my credit for this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 432XX
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I used my Citibank Credit card to pay for services on XX/XX/2023. The credit card was accepted for payment without a problem. On Monday, XX/XX/2023, I was advised by Citibank that my credit card account was closed because of 15 months of inactivity. I explained that I had used the credit card prior to the closure of my account. Citibank stated that the charge had not posted. I explained the charge had not been denied on XX/XX/XXXX when the card was utilized. I asked if they were denying the charge and they would not answer my question. Now my charge has been in a pending status for 3 days and they will not post the transaction. The closure of the account will adversely impact my credit score. In addition, I am not sure the services I purchased are void or not because of the pending status. Please help as this charge is still in limbo.
Company Response:
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I was applying for a flex loan on my Citibank credit card. I had an offer of a 6.99 % APR with an option of selecting a payment term of either 48 or 60 months. I saw this offer by the end of XXXX. On XX/XX/XXXX, the offer was 8.99 % APR and only a 60 month payment plan. When I called Citibank, they stated that the promotion is over and that there is nothing they can do. This is unethical and deceiving.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11418
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Hello, today ( XX/XX/ ) I downloaded XXXX XXXX, this analyzes your banking payments to improve credit ratings. Well it populated at payment from XX/XX/ made to XXXX XXXX XXXX For the amount of {$490.00}. I do not have this as a utility bill, Nor was this an authorized payment that I willingly know of. I recently have applied on line for new car loans and do not know if this could have anything to do with how they could have accessed my account. I did report this to my banking institution ( Citibank ) also ( XX/XX/ as fraudulent. And do have a new debit card being ordered.
Company Response:
State: ND
Zip: 58103
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: XX/XX/XXXX, To : Consumer Financial Protection Bureau, This letter is to inform you of my current situation with CitiBank. Since XXXX, I have held a CitiCard master card. I never missed a payment, not even during the pandemic. Some of my background information. I opened my private practice, and my mother died last year. During that time I reached out to Citibank to increase my credit limit to cover all of the expenses. I received a slight increase in my credit limit. Meanwhile I continue making monthly payments on time even though I had a card balance. Based on all 3 credit bureaus, my bills are paid on time and I have no delinquent accounts. In XX/XX/XXXX, I received an email from Citibank ( Customer Service po box XXXX XXXX XXXXXXXX XXXX XXXX XXXX stating that based on information provided by XXXX, the company drastically reduced my credit from XXXX to ~ {$17000.00}. To add insult to injury, my credit rating with XXXX dropped from XXXX to XXXX. My credit usage went from XXXX to XXXX in less than 30 days. Moreover my credit rating from all three credit bureaus XXXX, XXXX and XXXX went down considerably. Please keep in mind that my credit ratings from all three credit bureaus were in the upper XXXX for the past XXXX. I called Citibank in XXXX and XXXX to complain about the change but without success. These are the reasons why I am now reaching to you, the Consumer Financial Protection Bureau for assistance. As you know, a drop of XXXX points in my credit score will put me in a bad light with prospective lenders, and other reputable companies that want to do business with me. It may even prevent me from obtaining grants or loans for my private practice. I am not asking for a handout ; rather I would like Citibank to reinstate my credit limit to {$24000.00} and to inform all the credit bureaus about it. I am surprised at the way Citibank is treating me, a long time business partner who continues to pay her bills on time. I sincerely hope that you, the Consumer Financial Protection Bureau, could assist me in this matter. Best regards,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11414
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I have had my Citibank card since XXXX over 13 years Ive had a balance and this company has made money off me. Ive been a good customer and Ive only been late a few times. Recently I had issues with my bank account and some payments were returned in the last few weeks. I wasnt late. I also rectified my bank account problem. Without notice or anyone talking with me my Citibank account was closed due to late payments or returned checks. This is ridiculous and a poor way to treat your customers and run your business. I would like my account reopened and my APR put back to what it was. Also Im flabergasted that this company would charge me over {$200.00} in fees! They choose to put through a payment 3X before it comes back and gets officially returned. besides being charged by my bank for the returned payment Citibank also charged me {$30.00} every time they put the payment through! I also got charged {$41.00} waiver fees for each payment. This is ridiculous and Citibank shouldnt be allowed to charge customers these exorbitant amount of fees. I would like all the fees waived that amount to over {$200.00}. This will put my balance under my limit. That is the only reason Im over limit is your fees!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94550
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
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 partial disputed twice {$320.00} and shows up on my citi statement on XX/XX/XXXX as XXXX XXXX XXXX XXXX XXXX XXXX in the amount of {$640.00}, {$12000.00} XXXX pesos ( exchange rate ). On XX/XX/XXXX I paid online and got on email from XXXX XXXX confirming my hotel reservation, the total reservation amount of {$12000.00} XXXX pesos, and the deposit that I paid the same day, XX/XX/XXXX, which was {$6200.00} XXXX pesos. I paid the deposit with my XXXX credit card, transaction date of XX/XX/XXXX XXXX XXXX XXXX in the amount of {$310.00} or {$6200.00} XXXX pesos ( exchange rate ). Yes, the merchants name shows up differently on the two credit card statements. After my stay at the XXXX XXXX XXXX, I realized they overcharged me because I had already paid half the total amount ( the deposit ), {$6200.00} XXXX pesos, using my XXXX XXXX XXXX on XX/XX/XXXX. On XX/XX/XXXX I should have only been charged the remainder of the total reservation amount, {$6200.00} XXXX pesos, {$320.00}. I reached out to the hotel, and they told me it was an error on their part, but they stopped responding to my inquiries shortly after and still are. Therefore, I decided to dispute the charge with Citi immediately. Since this was a partial dispute, on XX/XX/XXXX I paid Citi for what I owed, {$6200.00} XXXX pesos, half of {$640.00}. Citi denied my dispute twice and again after I sent in a letter explaining more in detail the situation. I disputed this overcharge immediately so Citi would have no excuses when it came to helping me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 357XX
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I called Best Buy customer service today XX/XX/XXXX about the ( New ) Surprise amount Due, on the Paper Bill is {$650.00} XXXX due date = XX/XX/XXXX... XXXXXXXX XXXX person told me " Verbally '' that I must send {$1000.00} By XX/XX/XXXX, in order to make New payment arrangements... .This NEW BILL total is More than my Original Purchase Price!!!!!! I asked them Why, I owe this XXXX Now After paying Monthly for over ONE Year... They said it's Deferred interest, Which... ( was Not )... Explained to me Verbally, it's probably buried Somewhere in the small print. I asked cust. Svc Could this be Added to the back end of this account ( OR ) can I set up a " New '' secondary payment plan for the Deferred interest?? PLEASE NOTE : I'm XXXX XXXX XXXX, living on Social Security and I Can not afford to pay Any Lump Sum amount. I feel like I've been **Bamboozled!! The XXXX person told me their Lump Sum Payment was my ( " Only '' ) option ...,,, How is it possible that this is my One and ( " Only '' ) Option?? We should be able to find Some sort of Plan B, C, or D, solution that takes the needs of BOTH, parties into consideration.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60445
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A