Date Received: 2022-12-01
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: Rate increased from 17.74 % to 22.74 % with no clear explanation of why. They state my XXXX score was XXXX in XXXX. It is suspicious because my XXXX was XXXX and above before and then it increased to XXXX in XXXX & XXXX. My current XXXX card does not charge late charges and Citicard has been marketing heavily to convert it to their XXXX XXXX card. Today, XX/XX/XXXX, their agent XXXX said he couldn't lower the rate despite being told of the XXXX score. My account is and has been in good standing and this large increase is not only ethical but unjustified.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 292XX
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I am writing to issue a complaint about a significant portion of my account balance ( {$26000.00} ) not being returned to me after my Citibank account was closed at the end of XXXX. We have gotten no information from Citibank as to why our account was closed and where our outstanding balance is. My husband and I opened a Citi Accelerate Savings account in XXXX. We had sold and closed on a condo property on XX/XX/XXXX. As of XX/XX/XXXX, we had a balance of {$17000.00} in our Citi account. In XXXX XXXX, we began depositing a portion of the money from the sale of our condo into our Citi Accelerate XXXX account. The following deposits were made from my credit union checking account ( I initiated the transfer from my credit union account ) to our Citi account : XX/XX/XXXX - {$2500.00} XX/XX/XXXX - {$2500.00} XX/XX/XXXX - {$2500.00} XX/XX/XXXX - {$2500.00} On XX/XX/XXXX, I had also tried to deposit {$10000.00} from my credit union account to my Citi account ( I initiated this transfer from my Citi account ), but that money was returned to my credit union account on XX/XX/XXXX. I have a record of this money being returned to my credit union checking account. Im not sure why it bounced back to my credit union account. So all that said, we deposited a total of {$10000.00} ( XXXX deposits of {$2500.00} ) into our Citi account between XXXX. This means our total Citi Accelerate Savings account balance on XX/XX/XXXX was {$27000.00} ( not including any interest that was accrued ). On XX/XX/XXXX at XXXX XXXX, I received an email from Citibank telling us that our account had been closed and we should expect to receive our remaining balance via check within 30-60 days of account closure ( which is a ridiculous amount of time to wait for your own money, but ok ). No reason was given in the email as to why our account had been closed. I went into our account to see what was going on with it that day, but I was unable to access anything due to the closure. Our XXXX, XXXX Citi statement shows that, on XX/XX/XXXX, my {$2500.00} deposit was credited to the account but there was also a random Other Debit line item where {$24000.00} was removed from our account. This is extremely concerning especially since, by this time, my husband and I could no longer access our account in order to make any debits since the account was closed. On XX/XX/XXXX, I spoke with 2 customer support representatives at Citibank. Neither could tell me my remaining account balance or tell me why the account was closed. They said they didnt have access to my account because it was closed. They did tell me that it was indeed closed and that I should expect to receive my remaining balance within 30-60 days. So I waited. On XX/XX/XXXX, my husband and I received a check from Citibank via mail in the amount of {$2500.00}. Assuming the {$28.00} is interest, we are still missing {$24000.00} of our Citi Accelerate Savings account balance. On XX/XX/XXXX, I called Citi customer support again and spoke with 2 different people again. The first person told me to contact my credit union to do a XXXX resolution since the transfers were made between the two banks. I contacted my credit union, who told me this was an issue Citibank needed to resolve but they could provide bank statements to prove that none of the money previously transferred ( aside from the $ XXXX on XX/XX/XXXX ) was returned to my credit union account. I called Citi customer support again and the second person I spoke with said they would enter a dispute ticket, which would take 24-48 hours to process. They also said I should call back to inquire about the ticket because they would not be reaching out to me personally about it. Later that evening on XX/XX/XXXX, my husband called the phone number on the check we received ( XXXX ) for more clarity. We just want to know what happened to our missing balance of {$24000.00} and when we should expect to receive our money. The first person he spoke with said that the XX/XX/XXXX transfer of {$10000.00} was flagged as potential fraud and, as a result, our account was closed on XX/XX/XXXX ( which is actually 3 days before we received the email about our account being closed and 3 days before {$24000.00} was debited from our account ). He could not provide details as to where that money went and transferred my husband to Citis fraud department. The second representative could not provide any details about the remaining account balance and told us to contact Citis fraud department at XXXX ( option 2, option 4 ) the following day when supervisors would be available. On XX/XX/XXXX around XXXX XXXX, my husband called the fraud department at the number above and spoke with 4 different people, including a supervisor. The first person told him that we had to go to a Citibank branch to pick up the check with our remaining account balance. My husband said that was ridiculous since the nearest branch is XXXX miles away. He was transferred to a supervisor after being on hold for 30 minutes. The supervisor could not provide any details as to where the remaining balance was and transferred him to someone else, who then transferred him to someone else, who said they would enter a dispute ticket and to call back in 24-48 hours. On XX/XX/XXXX at XXXX XXXX, I also called Citibanks XXXX XXXX XXXX XXXX The person I spoke with opened a case report regarding this issue ( Citi Reference Number : XXXX ) and said that someone from Citi would be following up on the inquiry within 15 business days. I appreciate this case report being filed, but 15 days is too long to wait for a resolution and I have no faith that Citibank will resolve it at this point. My husband and I have not had access to a significant portion of our savings for almost 7 weeks. I would like our missing balance of {$24000.00} sent to our current mailing address associated with the account as soon as possible ( within 2-5 business days ). It should not be this difficult for a large banking institution to figure out where over $ XXXX went!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80113
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened a new checking account with Citi on XX/XX/2022. At the time, they had a promotion for new accounts, and the welcome package they sent me stated that I could receive a bonus of {$200.00} for maintaining a balance of at least {$10000.00} for 60 days from the 21st day after opening the account ( the " Maintenance Period '' ). It also says, " Your bonus will be paid to your Checking Account within 30 days after you successfully complete all required activities. '' My Maintenance Period began on XX/XX/XXXX and ran through XX/XX/XXXX, and I maintained a {$10000.00} balance during that time. I should have received my bonus by XX/XX/XXXX, but I still have not received it. I have submitted cases, complaints, and disputes with Citi, all to no avail. Today, I was informed Citi has a backlog of disputes, so they were not accepting escalations and that it could take up to 30 business days to even review my dispute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37027
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2022, I notified Citibank of a dispute with a purchase made on the account on XX/XX/2022, in the amount of {$490.00}, and on XX/XX/2022, and XX/XX/2022, upon request, I provided a detailed explanation, in writing, of the dispute. However, on XX/XX/2022, I receiver a letter from Citibank stating that " we have received your recent correspondence regarding the above transaction however, we are unable to intervene on your behlaf. Without a valid Cancellation Proof, we no longer have any recourse to obtain a credit for you through XXXX XXXX. You must contact the the merchant directly to puruse this matter further. '' By letter dated XX/XX/2022, I notified Citibank that it miscoded the dispute, and reiterated the basis for the dispute. Specifically, I explained that " this was a face-to-face transaction. The service was promised on XX/XX/2022 ; however, it was not received nor rendered on the date promised. Furthermore, I did not agree to any of the merchant 's terms and conditions, and did not sign any documentation provided by the merchant since the service was not received nor rendered on the date promised- which is proof that the service was not received nor rendered on the date promised. '' I also advised Citibank in that same letter that " the sale transaction reeipt was not signed authorizing the merchant to charge the transaction to the account. '' I therefore requested that that merchant provide a valid cardholder signature that authorized the transaction to be charged to the card. I pointed out that " unless the merchant is able to do so, it is not entitled to retain the funds and this transaction must be charged back to the merchant. '' Despite this correspondence, Citibank has failed to do anything or take any action to resolve this dispute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/2022 my son 's wallet was stolen from his work. In it was my Home Depot ( Citi ) credit card, his debit card, his driver 's license, and his credit card. His credit card and debit card were used in XXXX WA for purchases of {$550.00}, {$100.00}, and {$41.00}, for a total of {$690.00}. All of these charges were dismissed and credited back to my son 's cards. My Home Depot credit card was used at the self-service checkout at the XXXX XXXX XXXX XXXX XXXX XX/XX/2022 for purchases of {$500.00}, {$150.00}, {$300.00}, {$270.00}, and {$320.00}. On XX/XX/2022, my Home Depot credit card was used at the self-service checkout at the XXXXXXXX XXXX XXXXXXXX XXXX for purchases of {$170.00}, {$170.00}, {$210.00}. The charges total {$2100.00}. I rarely use this card, and my son has had it with him -- with my permission -- for several years, using it only for home repairs, as he was renting my house. He has never used it outside our intended agreement. As soon as I noticed that my card had been used for fraudulent purposes, I contacted Home Depot to report the fraudulent charges, and they removed the charges from my account, cancelled that card, and sent me a new one with a new account number. A couple months later, the charges reappeared on my bill, noting that their fraud department determined that I am responsible for the charges, because I gave my card to an " unauthorized '' user. I reopened the claims, sent them more information supporting my claim of fraud, and they sent me more letters telling me their fraud investigation concluded that I was responsible. On approximately XX/XX/2022, I contacted the XXXX ( WA ) Police Department and filed a police report. An officer followed up with me and I provided him information regarding the fraudulent charges. I then contacted the Home Depot fraud department and let them know that I had filed a police report, giving them the case number and officer 's name. I informed them that I would not be paying any more on toward these fraudlent charges and said I'd be filing a report with the credit bureaus, which I am doing now. My son 's cards and my card were used to commit a felony. Furthermore, it is VERY CLEAR, from one quick look at my credit score and historical use of the Home Depot credit card, that I take my credit use seriously and monitor the use of my cards diligently. I should not be liable for these charges.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 99352
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: My account has supposedly been closed for over 18 months now and i Still have yet to receive any of my funds. Every time I call the automated system it says that my available balance is {$4600.00}. They said a check would be mailed in 30-60 days after account closure!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19047
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I last made the annual fee payment of {$59.00} in XX/XX/XXXX. On XX/XX/XXXX I went online to the Citi website and sent them a message under their help section asking them to cancel my account and credit card. I thought it was then closed. I next received a statement from Best Buy dated XX/XX/XXXX that stated there was no amount due on the account. Citi handles the Best Buy Visa account. Then I received a form letter from Citi dated XX/XX/XXXX and a text dated XX/XX/XXXX that said my account was past due. I logged on to the Best Buy " accountonline '' and their account information said i owed {$120.00} past due for XXXX XXXX, XXXX. Then I sent a letter to their address for Citi at XXXX XXXX XXXX, XXXX XXXX SD XXXX with the above history and once again asked them to cancel the card immediately and that I did not owe them. I did not receive a response to my letter. I called Citi today, XX/XX/XXXX at XXXX and explained the above history and asked for a waiver of my fees to a representative who then said she had discussed it with customer service and they denied my claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97220
Submitted Via: Web
Date Sent: 2022-12-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-02
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I was notified on XX/XX/XXXX of a pending legal matter related to a Citibank card ( XXXX XXXX store credit card ) opened in my name in XXXX. I did not open this account. I contacted the notifying legal party this was fraudulent, then called the police and reported the same to them. They recommended checking my credit report, which I did through XXXX, XXXX, and XXXX. I did not find the account on any of the reports but did place a credit watch on my account. I also contacted the vendor direct as I was suspicious it was not a valid debt and was told the account had been reported as fraudulent. I was transferred to their account recovery team who told me they were unable to see additional details on the account and I would need to call back in 5 days so they could request access. This account is over XXXX XXXX XXXX and was fraudulent from the start.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 134XX
Submitted Via: Web
Date Sent: 2022-12-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-02
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XXXX XXXX, I received an alert about an inquiry into my XXXX credit report that I did not initiate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 044XX
Submitted Via: Web
Date Sent: 2022-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-02
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XXXX XXXX, I received an alert about an inquiry into my XXXX credit report that I did not initiate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 044XX
Submitted Via: Web
Date Sent: 2022-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A