Date Received: 2022-11-21
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: The company constantly close my cases XXXX without giving me any legitimate reason. The company close the dispute case claiming that I did not upload supporting document. But I did upload everything they requested and the bank portable confirmed the receipt of my uploaded documents
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98052
Submitted Via: Web
Date Sent: 2022-11-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-21
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: The company constantly close my case XXXX without giving me any reason. I did not receive the package, uploaded police report and every other supporting documentations. I don't understand why Citi is telling me that I'm responsible for the charge without giving me any legitimate reason.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98052
Submitted Via: Web
Date Sent: 2022-11-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Citibank deducted {$800.00} in fees from my {$1300.00} deposit WITHOUT EVER informing me. On XXXX XXXX, XXXX, I opened a savings account in XXXX to hold my tenants security deposit of {$1300.00} in an interest-bearing account, as required by city ordinance. At the time of account opening, I was told by the banker {$500.00} is the minimum balance required to avoid any fee. Shortly afterward, however, the minimum was raised to {$1500.00} but I was never notified. Since then, Citi began charging a {$25.00} fee monthly fee to this account. The banker who opened my account had mistakenly entered my old address. At that time, I had XXXX other accounts with Citi. My address for them is correct and current. As a result, between XX/XX/XXXX and XX/XX/XXXX, I never received any statements. Citibank 's internal records show all mailed statements to me were undeliverable. The banker couldnt link this savings account to all my existing accounts, which are opened in XXXX XXXX. As a result, I can not access this account online to see the charges. In XX/XX/XXXX, when I returned from after being stranded outside the country due to Covid, I visited the XXXX branch where I opened the savings account. I was shocked to discover the original deposit of {$1300.00} has been reduced to {$520.00} after all the fees! Its unacceptable for Citi to wipe out the balance with fees WITHOUT notifying me. This has happened due to the bankers mistake in entering my old address. Im asking for a full refund of {$770.00} -- all the fees charged by Citi that I never knew about. I took this complaint to Citi 's executive research unit, where a XXXX XXXX she refused to give her last name or an employee ID number ) called me in late XXXX in response to an emailed complaint to XXXX. During this recorded phone call, she failed to state when Citi notified me of the higher minimum balance required -- as I repeatedly asked her to state when I was notified.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60637
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-21
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I have made several attempts to close my account with citi/bestbuy credit card, after I have discovered that the card was used without my knowledge. I have reported the unauthorized transaction to their fraud department, but they refuse to remove the charges. I have spoken with several people in the credit card company, and still its not being resolved. I'm still being charged for something that I didn't use, sense last year. I have recently spoke with XXXX from the fraud department, who had refused to give me the direct number to the fraud department, and XXXX in security. This has been an ongoing situation for weeks with no good results
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07104
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/ 2022 I opened both a checking and savings account with citibank as part of a promotional bonus program for credit card holders ( emails of both programs attached ). I met the terms of the promotion ( more than {$30000.00} on deposit since XX/XX/XXXX ) but have not received the bonus for my savings account. I called in early XXXX and was told that the amounts of my promotions would be present in my account on XX/XX/XXXX and XXXX respectively, confirming with the agent at this time ( on a recorded call ) that there were bonuses of {$700.00} for the checking and {$300.00} for the savings due to me. I spoke with customer service again on XX/XX/XXXX, provided the promotional code, and was told that the {$700.00} bonus was the only bonus due to me. Not correct. The dispute refernce number is XXXX. I had previously called around XXXX XXXX, 2022 to confirm that I was properly enrolled in both programs as I had only received an email confirming my enrollment in XXXX of the programs. I was told ( on a recorded line at that time ) that I was enrolled in both programs.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27707
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I had a payment schedule with Citibank for my general purpose credit card scheduled for an amount of {$300.00} on XXXX and received a confirmation email on XXXX stating this is the amount that would be drawn. Citibank drew the full statement balance for {$5700.00} from my account on XXXX without authorization. Citibank posted this as a payment to my statement even though the financial institution who holds my checking account declined the transaction as it would have significantly overdrawn my account. They have charged me a returned check fee of {$30.00} and have sense removed access from the card. I contacted Citibank on XXXX through their online chat and the agent was not helpful and said I can only resolve the issue by calling the bank myself. I then called the bank to address with them their error that was made and asked them if it is legal for them to draw an amount greater than what was authorized and confirmed through email by them ; to which no agent would answer. I demanded they supply to me a copy of the terms of agreement of my auto pay to review. After being transferred multiple times and being placed on hold multiple times as well. I finally ended with an agent named XXXX XXXX employee # XXXX ) who told me he was unable to provide me with the terms and conditions of this agreement. I bluntly asked him if a financial service provider is legally required to provide the terms and conditions of a contract to the consumer upon request and he would not answer the question. I told him that we both know the answer to the question is undoubtably yes and it is clearly stated on the CFPB website that this is a requirement. Ultimately I spent over an hour on the phone with Citibank, who has given me no answer to why they charged a significantly greater amount than what was unauthorized and Citibank has refused to provide me with a copy of the terms and agreements I accepted when enrolling in their autopayment program.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 164XX
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-20
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: XX/XX/2022 I purchased five round-trip airline tickets, using my Citi XXXX XXXX credit card. XX/XX/2022 I called Citi customer service to confirm that each of us could check one bag for free because I used the Citi XXXX XXXX credit card. The customer service agent assured me that YES, each of us could check one bag free. She explained that I may have to pay at the airport but to rest assured that Citi would refund those charges. XX/XX/2022 we checked four bags and the agent required that I pay for all four checked bags at a cost of {$30.00} per bag. Total charged {$120.00}. Three of the four bags could have been carried onto the airplane, but I chose to check them because Citi assured me that I could check up to five bags free. XX/XX/2022 we flew back home and did the same thing - checked four bags, paid {$120.00} to the agent knowing it would be refunded per Citi 's assurance. I filed a dispute of these charges with Citi. Citi created 8 seperate disputes ( one for each baggage charge ). Eventually Citi refunded me {$60.00} for baggage fees on XX/XX/2022. I believe Citi still owes me {$180.00} for the other baggage fees. I have screen shots of the online conversation with Citi customer service. I submitted this to Citi.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-20
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: In XX/XX/2022 while browsing the Home Depot website and checking out I was prompted to apply for a Home Depot Credit Card and promised that {$25.00} of my purchase would be covered as a promo. I made a purchase for just over {$28.00} meaning my total cost would be under {$4.00} with the promo applied. I was approved for the credit card and made my purchase but on checking my balance the promo was never applied and customer service says it will take up to three billing cycles before a manual credit they are applying will take effect this of course is not what was advertised at all and I believe that this bait and switch offer where Im not paying the full amount upfront is in violation of the law.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97213
Submitted Via: Web
Date Sent: 2022-11-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-20
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I have been trying to close this credit card account for 2 years. In XXXX I opened a Best Buy credit card account for an XXXX computer. I paid it off completely and closed the account out in XXXX. The account was completely closed in XXXX. Surprisingly, In XXXX I was charged an annual fee for the credit card account. I called Citibank in XXXX and told them that I had closed the account the previous year, so they waived the annual fee and late fees and told me that I would not have this problem again. Now in XXXX, they are trying to charge me an annual fee AND late fees AGAIN for a card that I closed completely 2 years ago, in XXXX. Every single time I try to call Citibank to see what's going on, I get somebody on the line that doesn't speak XXXX clearly and I can not understand. I am consistently transferred to somebody new that I have to explain the entire problem to from the beginning again. I've spent several hours on the phone being transferred around, several times, only to repeat myself over and over. Every time I ask anybody for their extension number or company ID, they either hang up on me or try to tell me that there is no such thing as an extension number or company ID at Citibank. I figured out I could have my call transferred to somebody " stateside '' in the USA, that's when I connected with XXXX ( Company ID # : XXXX ) She was the first person to be able to actually help me. She told me there must be a glitch in the system that keeps charging me an annual fee even though my account is closed. She transferred me to somebody that spoke clearly and was able to waive ALL of my account fees. Now only one month later, they are charging me an annual fee, and several more late fees. All I want to do is close the account completely and be left alone. This has lowered my credit score and caused me hours of headache. Please help me get this credit card closed completely because I can not deal with Citibank anymore.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 47630
Submitted Via: Web
Date Sent: 2022-11-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-21
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. I've talked to the bank & they've agreed to remove the account. BUT XXXX has some internal block which they're claiming they can use to not block the account because they feel they're above the law. When questioned why they're not accepting the Identity Theft report they claim they have an internal policy ( which is OUTSIDE FCRA laws ) & they're unwilling to explain why they won't accept the Identity Theft report ( which is a FEDERAL LAW ). So XXXX feels they're above the letter of the law & will not explain their policy ... 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. 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 Postal Inspection Service, 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. Credit Score : XXXX XXXX XXXX XXXX Date Opened : XXXX XXXX XXXX Balance {$8100.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10950
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A