Date Received: 2022-11-26
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I called customer service @ XXXX as instructed on my statement on XX/XX/2022 at approximately XXXX XXXX XXXXXXXX standard time my first encounter was with XXXX, I attempted to explain to her that I received a {$92.00} refund from my credit card account ( Citi XXXX Preferred ) and tried to explain to her that I did not request the refund but had spoke to a customer service rep after I had paid my balance off and instructed them to place the credit in a Citi savings account that I opened for this credit. What I received in the mail was a Citi debit card which I assumed now had the {$92.00} in it. What I now have is a check sent to me from the credit card and a {$92.00} charge on my credit card. My question was pretty simple ; if you are sending me a refund directly why would I have a {$92.00} charge now on my account? If the money was not transferred to the savings my account should be at a {$0.00} balance. The customer service rep ( XXXX ) wanted to talk over me and not hear the question before answering and then she hung up on me. I called back and got another customer service rep and I requested to speak to a supervisor at which point she too hung up the phone. I called back a 3rd time and asked to speak with a XXXX and again my phone call was dismissed. Is this the way the corporation does business? I am going to send a copy of this complaint to the CFPB and hopefully they will begin to look into the business practices and treatment of senior citizens as customers who believe we would get the customer service we pay for with the fees the bank charges. I sincerely hope you will look into this matter and train their customer service reps on listening skills. Dissatisfied customer, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98036
Submitted Via: Web
Date Sent: 2022-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-27
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: During XX/XX/XXXX - XXXX, XXXX, I stayed at the XXXX XXXX XXXX XXXX XXXX Washington, XXXX. The costs were prepaid by my employer in advance of my stay ( see attached PDF ). However, I had to use my personal credit card for security hold/incidentals. Since no purchases, damages, or incidentals occurred during my stay, I was told by the clerk the that {$140.00} hold should be dropped from my card. It is now XX/XX/2022. The {$140.00} pending hold is showing up on my credit card. I reached out to the XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX and the XXXX. I left a message with " XXXX '', the manager. I finally reached XXXX on XX/XX/2022. He claims reaffirms what the clerk had told me on XX/XX/XXXX, that the hold of {$140.00} was released. Also, on XX/XX/2022, I contacted Citi XXXX XXXX via chat ( see the attached screenshots ). After I was bounced over to a supervisor due to the gross incompetence of the representative ( Incident # XXXX ), I was told that there was nothing they could do and that the hotel would have to manually remove the hold. I did offer to do a three-way phone call with Citibank and XXXX hotel. As noted by the chat messages, the supervisor told me they no longer do three-way calls to remove pending holds. At that point, I called back the XXXX XXXX XXXX XXXX and spoke to " XXXX '' again. After informing him that he would have to manually remove the hold, I was informed was already removed on XX/XX/2022. Furthermore, he does not understand why XXXX and Citibank are keeping the pending hold. There is no open claim to the funds. Afterwards, I contacted Citi AAdvantage XXXX customer service by phone. I got the same run-around again that I did with chat representatives.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXXmy Citibank Account was closed XXXX I was told a check would be issued approximately 10-15 business days afterwards. The check is well over XXXX and the bank doesnt seem to know what going on or can tell me where my check is. I am back up in bills and pending eviction from when they ended their relationship with me on XX/XX/2022. Here we are XX/XX/2022 and I still do not have my funds and Citibank is refusing to give me any answer please help me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06902
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-24
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I've been in talks with XXXX Best Buy regarding purchase and install of a home theater system since XXXX this year. We had a consult, they did a walk-through, work plan, budget and I paid a deposit of {$2800.00} toward the project. On XX/XX/XXXX I signed the sales contract. XXXX Citibank Best Buy offers 24 mos. interest free financing for Best Buy card holders. The offer for this theater project was 36 mos. interest free. On XX/XX/XXXX I reached out to Citibank Best Buy to request a credit limit increase for the Best Buy home theater system and install. I currently have a $ XXXX limit and {$300.00} balance on my Best Buy card. The PP for the theater system is $ XXXX. I asked for an increase to $ XXXX - only so upon increase I'm not bumped up against the limit ( prudent way to go ). Citibank Best Buy was giving me a hard time and I couldn't understand why. Eventually they asked how much I had in my cash/ saving account, to which I responded XXXX dollars ( less than the $ XXXX ). They then proceeded to do the increase to the exact X dollar amount I told them I had in cash. An increase to that amount came across as pointless, so I had a discussion with a supervisor there, citing the math showing I could comfortably pay the $ XXXX card balance off within the interest free 36 mos. At this time, said supervisor informed me that they too saw I could comfortably repay the card, that repayment wasn't the issue... and that beyond that, I also had a tonne of equity in my real estate ( which they said also strengthened my review ) ... but that rather the reason for their adverse action counter-offer was that I don't have sufficient experience handling a credit card with a limit of $ XXXX ( to them meaning 10 years or more they said ). My problem is I don't see how this is sound and reasonable banking for the following reasons : 1 ) My credit history goes back to XXXX. As for high limit credit cards, my current credit limit between my cards is $ XXXX ( revolving ) and my utilization rate is 5.5 %. 2 ) The 2 highest card limits I have currently is $ XXXX and $ XXXX, respectively, ( totaling $ XXXX ). They're saying but I have had them for just over a year. True. But I've had cards before them and historically ( and currently ), I have constantly gotten calls from my CC companies trying to increase my limits to which I have always answered " NO '' because I don't see the point in having grandiose credit limits when I choose to only utilize 5.5 %. Now I'm being penalized for that? Penalized for being prudent and sound in my need and use of credit? 3 ) Then from a common sense credit standpoint, I struggle to see the logic in giving me interest free increase to the amount that I have in cash. In a scenario where, say, the Best Buy home theater project did cost what I have in cash, why would I go with their interest free financing over XXXX mos.? I'd instead just use my cash and repay myself instead of CItibank Best Buy. It then just defeats the whole point of offering interest-free purchase financing. In fact, if the CItibank Best Buy purchase financing wasn't interest free, I wouldn't even be considering them in the first place - I'd instead just get a home equity loan which tend to have low enough interest rates. But why would I go the interest route when Citibank Best Buy say they offer interest free financing? 4 ) I did get confused as to how ability to repay falls below experience handling a certain credit card limit in priority. The fact that I can repay the CC within the 36 mos. should matter more. And ... and ... in the very worst of worst case scenarios, if at the end of 36 mos. there is still, say, $ XXXX on the CC, I would then easily refi it at a relatively low rate with a home equity loan... BUT even if I didn't, and just did a balance transfer to my existing other CC so I'm not paying all that deferred interest, that would just mean my combined CC utilization rate will now be 17 %. 17 %. 5 ) Speaking of experience, it was my impression that another thing that meant more than history of CC, is history of handling term debt. Around XXXX I had 2 unsecured personal term loans from 2 of the largest banks in the U.S. totaling $ XXXX and paid those off within 48-60 mos. Before that a vehicle loan $ XXXX ; paid off. My mortgage I've had since XXXX, paying down just fine. This is just baffling. So I utterly fail to understand how this is sound lending. And people that use credit prudently should not be penalized for doing so. I have a long credit history, a mortgage that's paying perfectly fine. I have XXXX late payments all my life having credit since XXXX. A tonne of real estate equity if we're talking worst case scenario of paying the CC off 100 % in 36 mos. Not to mention the offer is not for the CC to be paid off in 36 mos., it's pay it off in 36 mos. to keep the interest free promo. CitiBank Best Buy 's reasoning doesn't make sense, and while I wouldn't regard their actions as unfair lending practice, it certainly comes off as unsound and unreasonable lending practice. Can this be looked into and the reasonableness of this examined?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-25
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XXXX I scheduled a XXXX payment from my Citibank account for {$2200.00} to be paid on XXXX. I received a text message confirmation of this transaction. For scheduled payments XXXX sends a reminder text message 1 day prior to the payment date, so they sent me the reminder text message for this transaction on XXXX. But then on XXXX, instead of taking {$2200.00} out of my account as I had requested, the transaction was duplicated and there were 2 different payments made from my account for {$2200.00}. So XXXXCitibank removed {$2200.00} more from my account than I had authorized them to do ( and {$2200.00} more than the text message confirmed they were going to take out of the account ). I immediately called Citibank to ask them to fix the problem and they said they couldn't fix it immediately and they would have to open an investigation ( I have no idea why they claimed they couldn't fix it immediately - the transaction was still in " pending '' status at the time ). They ultimately sent me a letter in the mail saying that their investigation showed that nobody had obtained unauthorized access to my account so they would not return the money to my account. I'm not sure why they spent time investigating unauthorized access to my account as nobody suggested that was an issue ; the issue was that their software duplicated the transaction. So I called Citibank again, once again explained what had happened, explained that I had text messages proving that I had only authorized 1 transaction, and asked them to conduct the investigation while I was on the phone so I could show them the incontrovertible evidence that I had only authorized 1 transaction and they had incorrectly duplicated it. Citibank initially refused to do the investigation while I was on the phone, but ultimately after speaking to a few different people I spoke to someone who looked at what had happened, said it was obvious that the Citibank had incorrectly duplicated the transaction, and told me that the money would be returned to my account. However the money still has not been returned to my account and I received another letter in the mail saying that the money wasn't going to be returned to my account. So at this point Citibank has now stolen {$2200.00} from my account because of a bug in their software, lied to me about returning the money, and wasted a huge amount of my time trying to get my money back. I would like the money that was incorrectly taken from my account to be returned and I would like to stop wasting my time dealing with this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11215
Submitted Via: Web
Date Sent: 2022-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Hundreds of people are facing this issue. Your assistance in helping me may help hundreds if not thousands of others. Please read the customer comments below this article post : XXXX XXXX XXXXXXXX I and hundreds of others are being denied access to our money. Here is the crux of the matter : Citi XXXX locks a customer account. They then ask the customer to call in and ask to verify the customers phone number. CitiXXXX then tells the customer that they can not verify the phone number on file. This is a lie. They do this to many many people. The phone number is correct and with a large XXXX XXXX. CitiXXXX says the phone number is invalid and that the only way to verify and unlock the account is to wait up to 10 days to receive a physical piece of mail with a code. They are making hundreds of people wait to access their money until they receive a piece of mail. They lie that they can not verify the legitimate number on file neither via phone call or XXXX. This is unjust restriction of access to customer owned funds. This is an unjust and laborious and time consuming process to regain access to customer funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-24
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I was targeted for being a XXXX XXXX, Offered Unfair Rates and XXXX XXXX in The Store Environment, Knowing The XXXX XXXX exists XXXX 's needs to take better steps to protect my Account. Immunity from Liability If a mandated reporter makes a report with earnest concern for the welfare of a child, he or she is immune from any criminal or civil liability that might result. This is referred to as making a report in good faith. Listen to XXXX XXXX with XXXX : episode XXXX by XXXX on # XXXX https : XXXX Listen to XXXX podcast with XXXX : XXXX XXXX by XXXX on XXXX XXXX https : XXXX
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: 2022-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-23
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I was a victim of Fraud At Citibank, they presented 3 Totally Fake checks ( My name and surname are not those on the check, the checking account # does not match, it is from my Savings, the Signature of the other signatory is false, the checking account does not I had a balance to pay, it does not have the due endorsement ) 2 of the checks could be reversed, leaving one pending for {$31000.00} from XX/XX/2022 reported on XX/XX/2022 when I noticed. Being the account BLOCKED BY THE FRAUD DEPARTMENT, on XX/XX/2022 they withdraw {$79000.00} in CASH, leaving my account at " XXXX '' everything is reported to the fraud department, the documents that they requested plus all the evidence that I found have been sent in my account, today 3 months later I do not have an answer or refund of my money... I need help. They are the savings of my whole life and I live from them, I live in XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-23
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I have never encountered a bank with this level of horrifying customer service. My debit card number is XXXX. There is a fraud block on my account and I am unable to use my debit card. When I call into the overseas crew of employees you have, I am told to verify my phone number. When I give them the only two phone numbers I have, they say it was unsuccessful and hang up the phone. I have called eight times. Right now I am not able to do anything at all with my checking account due to this bizarre situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19406
Submitted Via: Web
Date Sent: 2022-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-23
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: This is not a duplicate nor is this complaint being filed by a third party, I am filing this complaint myself. Please see this complaint is processed to the letter of the law. This is the several times I've complained about being a victim of identity theft. You must remove/block any account that was opened without my knowledge, consent, or authority within 4 business days with ( 1 ) appropriate proof of the identity of the consumer ; ( 2 ) a copy of an identity theft report ; ( 3 ) the identification of such information by the consumer; and ( 4 ) a statement by the consumer that the information is not information relating to any transaction by the consumer. CITI XXXXDate Opened : XX/XX/2016 Balance : {$560.00} Im attaching the required FTC Report for you ( which complies with FCRA Section 603 ( q ) ( 4 ) which states ( 4 ) The term " identity theft report '' has the meaning given that term by rule of the Bureau, and means, at a minimum, a report ( A ) that alleges an identity theft ; ) ( B ) that is a copy of an official, valid report filed by a consumer with an appropriate Federal, State, or local law enforcement agency, including the United States XXXX XXXX XXXX XXXX or such other government agency deemed appropriate by the Bureau ; and ( C ) the filing of which subjects the person filing the report to criminal penalties relating to the filing of false information if, in fact, the information in the report is false. ) The following report included this language but XXXX is neglecting to process it to the letter of the law. Please see they are held accountable for as this is impacting my life in emotional, physical & financially... and I would truly not what to pursue a legal remedy ... and the bank 's records ( learned through more research both parties require ). Please block/remove this file. If you feel there is a possibility this account belong to me I require all documentation that bears my signature ( another research item I found that requires you to verify with 100 % accuracy that each account is 100 % true, accurate, correct, complete & VERIFIABLE ). If you do not provide any records & claim the item is verified please understand I will seek legal action. I do not take kindly to games nor does my attorney. SO please comply with the law so this matter can be handled swiftly. This account ( s ) is unknown to me. Also, the information you provided on this account is DELETED from other bureaus and I have doubts in their accuracy and the reported payment history on this account is a mystery to me. As required by FCRA 605B ( c ) ( 1 ) ( C ) Authority to decline or rescind.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11219
Submitted Via: Web
Date Sent: 2022-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A