Date Received: 2022-12-15
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Citi has implemented an authentication mechanism that requires the customer to have a telephone number to receive a voice call or text message to process rewards redemption requests. Not all customers have a phone that can be called or texted. When I contact Citi, I do so from my employer 's phone system, which can not accept inbound calls. In the past, Citi allowed me to authenticate by sending a one-time passcode ( OTP ) to my email address. This option has disappeared. There exists free and open-source technology that is regarded as the strongest form of authentication, widely adopted among companies across the internet, and easily to implement. XXXX XXXX describes XXXX XXXX XXXX Passwords. These can be scanned with an app on a mobile device to establish a secure mechanism for authenticating, that doesn't depend on a customer having a cell phone and doesn't require customers to pay for cell phone service. This technology has been available for over a decade. There also exists a consortium of companies that have developed other authentication mechanisms that do not depend on cell phone service. ( See XXXX XXXX XXXX XXXX XXXX and reference XXXX, XXXX, XXXX. ) There is nothing in the contract that I initially signed that requires me to have or maintain cell phone service. Citi should not be able to prevent me from distributing my rewards points without a cell phone, especially given that the transfer is to a bank that is already on file and has been routinely used to redeem rewards. In XXXX of XXXX, XXXX published a recommendation that companies stop using SMS and voice calls as a form of XXXX, as they are the least secure method of XXXX available today. ( See https XXXX XXXX XXXX XXXX XXXX XXXX And in XXXX of XXXX, the FBI issued an alert, XXXX, which described the rise of XXXX swap attacks being used to steal millions from companies who are using SMS and voice calls as a method of authentication. ( See XXXX : XXXX for the alert. ) Some of the largest hacks of the past XXXX years have been the result of compromise to SMS and voice call authentication mechanisms. The risk is not remote. To require a cell phone to be used for authentication is not only an inconvenience to those who do not have one, but it puts Citi 's customers at risk by involving wireless carriers as part of the process. This is an undue burden that should not be imposed on Citi 's customers, and it must not be an excuse for holding up reward point redemption.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 15235
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Good afternoon. I am writing in hopes to raise awareness and prevent further deceptive and predatory practices from Citi Card, which has now taken hours and weeks of my time and as we have detrimentally relied on the promotional offer and contracted terms we signed with them but are unable to receive. To begin, about one month ago, we ( I, and my husband as an authorized user ), applied for a Citi Credit card- XXXX XXXX card, which offers XXXX reward miles if {$4000.00} are spent in the first three months. The first couple of weeks there was no issue. We used the card as needed to earn the reward miles. However, apparently as we were too close to receiving this promotion, they have done everything possible to block our use of the card and not allow us to receive the miles. The first block happened when we paid the entire balance in full ( before it was even due ). Even though Citi has direct third party access to my checking account ( which I authorized ), they decided to block the available balance for a whole 10 days after the payment was booked on the account, in order to " verify '' the bank and payment info. This means that the money was taken out of my checking, but during the XXXX XXXX, when we relied on the funds, they were unavailable to us on the credit card. Then, before this " payment verification '' was completed, they also started sending alerts to my phone app that they had to verify prior purchases. Once I called them to " verify the purchases '' and remove the early fraud detection, they went through a series of steps : 1 ) They tried to verify my number ( even though it is the only number I have, the number they approved my application from, the number every other bank uses to verify my transactions ) and they said their system was unable to send me a text message. 2 ) They tried to verify my employer ( even though no one at my work has any knowledge of this " attempt '', and even though I was sitting at my work desk when I called them, and even though I have paycheck stubs they could have asked for, etc ) 3 ) They asked for another credit card ( I gave them 2 credit cards on my name, all in good standing, all functioning ) - they were unable to verify. 4 ) They asked for my bank account information, which, again, even though they had because I made a payment with the same account, they were " unable to verify ''. I called back in a few minutes because it was impossible to speak to this person who just kept telling me that I couldn't be verified, even though I was sitting at the desk with the card in my hand, and I was connected to someone else. This person actually called my number, heard that it was me, and was able to release the early fraud detection, but not release the available balance ( so I can continue using the card ) because the payment verification was ongoing, even though they had already taken my money out a week prior at that moment. I then received a letter in the mail, about two days later to call fraud prevention services again. AGAIN, I called and they were " unable to verify me '' until I asked for a supervisor. After speaking to a supervisor, she was able to verify that the text wasn't going through to my phone because according to them it was tied to my fathers name ( my maiden name ), even though I opened my phone number under my married name and have never tied this number in any way to my maiden name. I was then told that I would be flagged as " verified, '' the number would be flagged as trusted, and that in about 48 hours they would release my available balance to use. So, this morning, once we saw that the balance was available again, my husband and I went to XXXX to go XXXX shopping, and once we were at the register, my card was again declined!! I had to use another card. I called them straight away because I wanted to rewards miles, and again was told ( after more than 40 minutes on the call ), that they were again not able to verify it was me. I told them about the conversation I had two days previously, about flagging my number as trusted, and they did not care. They have offered no way to remedy this. I have my paychecks, my bank statements, my IDs and my passport. I have had the same email addresses for about 15 years. All meaningful ways to verify who I am. I know now that they are not trying to protect my identity, rather, they are trying to ensure that the promotion they offered is unattainable. This falls clearly under UDAAP compliance - deceptive practices. The easiest thing for me would be to close the account, but as we have already taken a " hit '' on the hard pull credit check and another " hit '' for opening a new account, which negatively affects our credit score, we would be further negatively impacted in doing so. Also, I do not feel that it is fair to allow them to get away with these actions and that I want to be able to use my card and earn the rewards I was promised. In hopes that you can help me resolve this, I wish you a happy XXXX XXXX Best, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21042
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Someone opened a Macy 's account, XXXX loan, and XXXX under my name. Identity theft. I've disputed several times fraudulent and they will not remove it from my credit file.I have not applied for anything.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I had an XXXX dollar balance with AMEX/CBNA they have had me showing a balance since XXXX when closed account. But never realized this and its XXXX dollars. I just paid this but would like the XXXX dollars removed from my history as delinquent as did not have or was not given notification had this balance. There is no reason should have had this on my credit report. Its absolutely erroneous and needs to be removed as negative impact. Credit usage 2 % Balance {$8.00} Balance updated XX/XX/XXXX Credit limit {$300.00} Account info Account number XXXX Open/closed Closed Date opened XXXX XXXX, XXXX Account type Credit Card Payment summary XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CO CO CO CO CO CO XXXX XXXX CO CO CO CO CO CO XXXX CO CO CO CO CO CO XXXX CO CO CO CO CO CO XXXX CO CO CO CO CO CO XXXX CO CO CO CO CO CO XXXX CO CO CO CO CO CO XXXX CO CO CO CO CO CO XXXX CO CO CO CO CO CO CO XXXX CO CO CO CO CO CO CO XXXX CO CO CO CO CO CO CO XXXX CO CO CO CO CO CO - PAYMENT XXXX XXXX On Time CO Charge off - Data Unavailable
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I had an XXXX dollar balance with AMEX/CBNA they have had me showing a balance since XXXX when closed account. But never realized this and its XXXX dollars. I just paid this but would like the XXXX dollars removed from my history as delinquent as did not have or was not given notification had this balance. There is no reason should have had this on my credit report. Its absolutely erroneous and needs to be removed as negative impact. Credit usage 2 % Balance {$8.00} Balance updated XX/XX/XXXX Credit limit {$300.00} Account info Account number XXXX Open/closed Closed Date opened XXXX XXXX, XXXX Account type Credit Card Payment summary XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: My account was fraudulently charge {XXXX XXXX XXXX XXXX XXXX XXXX XXXX I called the bank but they have never investigated the account. And now charged me interest fee, even though my bank account is charged in full. I spoke with someone called XXXX, who is supposed to be a supervisor but hang up on me without answering any questions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11218
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
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 have proof of fraudulent charges including XXXX active cases going to the XXXX for prosecution. When will my account be credited for the fraudulent purchases in the amount of {$2700.00}?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93444
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I noticed some fraudulent activity and contacted Citibank about several XXXX transfers that were made from my checking account and savings account. An unknown perpetrator had gained access to my email account, changed my Citi online password ( attached : password change email screenshot ), and transferred approximately {$33000.00} out of my account to unknown parties. I also believe that the person or persons had cloned my phone and had access to information on it. Today I was informed that Citi reached a decision on XX/XX/XXXX and claimed that since these transactions were made using my online account that they will not be reimbursing me for the stolen money for the disputes ( reference numbers : XXXX, XXXX and XXXX ) Today XX/XX/XXXX I called Citi and spoke with a fraud representative that also confirmed the activity was fraud and that I should have been given my money back. I faxed a letter to Citi appealing their decision and providing more information to support my case. I also reopened the fraud dispute cases ( new reference numbers : XXXX, XXXX, XXXX ) I have had an extremely poor experience with Citibank 's handling of this whole matter. I have been a loyal customer for XXXX XXXX and when I need Citi 's protection from fraud, they are siding with the perpetrator and letting them have my hard-earned money. I have spoken to over 10 representatives at Citi, been transferred around numerous times with most of the reps having little to no information, and they simply pass me off to the next person. They will not let me speak with the person that actually investigated the case so I can provide information to them directly. It seems like I have no recourse, my money has been stolen and Citibank doesn't seem to care at all about its customers. If it was a small amount, I would just forget it but this is literally my entire checking and savings balance. I will be in an extremely difficult financial position without this money. Furthermore, it is easy to see that I would not, myself, XXXX away over {$30000.00} in one day on a whim. This is a clear case of fraud and Citibank is not doing anything to make it right when it is evident that a mistake was made in deciding this case. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91402
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: CITIs Best Buy credit card automatically enrolled me in a debt protection program. I asked for proof of me accepting this enrollment and they could not provide this. Their response was that it appears on the statement which is accurate. It is also accurate that they asked me to enroll in paperless and I was happy to do that. It is also true that the functionality to view or download statements does not work on mobile devices. I will provide screenshots of the link I clicked and the error I received. I will also provide screenshots of how they try to hide these charges by charging them on the last day of the statement so they never appear in recent transactions even if they were just charged the day before. In the transactions section of the site the default is recent transactions and you would have to change the default to the previous statement to see the charge. I believe Citi tries to hide these fees to run the clock out on the XXXX percent purchases and hit people with the deferred interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 229XX
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: 15USD 1681 section102 States I have the right to my privacy. Section 604 It also States a consumer reporting agency can't furnish a account without my written instructions. 15USC1666B A creditor may not treat payment on a credit card account under an open and 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: GA
Zip: 30013
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A