Date Received: 2022-11-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, my Citibank account was hacked. The hacker took out {$5800.00} from my savings account and took out a personal loan in the amount of {$15000.00} connected to my account. They then wire transferred the money ( over {$20000.00} ) to themselves on the same day. I did not realize there was an issue with my bank account until I tried to gain online access on XX/XX/XXXX to pay bills. My online account was locked so I called customer service to gain access and we noticed on the call that fraud had taken place. On XX/XX/XXXX we made the first possible appointment at the Citibank branch for XX/XX/XXXX and went to the XXXX XXXX XXXX Police Department XXXXXXXX XXXX and filed a police report which was assigned to Detective XXXX. On XX/XX/XXXX, at the Citibank branch XXXX XXXX provided us with a printout of the fraud on our account and told us to submit a notarized affadavit of fraud to Citibank and request a fraud investigation through the Citibank customer service phone number. I did both things and was told the investigation would take up to 60 days. On XX/XX/XXXX, I received a letter stating that our fraud claim for the {$5800.00} taken from our savings account was denied. On XX/XX/XXXX, I received notification that the personal loan of {$15000.00} was confirmed to be bank fraud, the loan account was closed and the loan was taken off my credit report. On XX/XX/XXXX, I called the Citibank fraud department and told them the personal loan was found to be fraud and hacking so the savings money taken should be fraud as well. I was told I needed to file an appeal which was done on the same day. On XX/XX/XXXX, my fraud claim for savings was again denied and I was never even contacted by the fraud XXXX XXXX. On XX/XX/XXXX, I called to explain that fraud had taken place and {$5800.00} of my money was stolen and I wanted it returned by the bank. Citibank customer service said my only recourse was to file another appeal with the fraud department. I asked that the fraud investigator call me for my evidence since they refused to provide me a phone number or email for the investigator. On XX/XX/XXXX, I received yet another letter saying there was no fraud and my claim was denied and we never received a call from the investigator. Again on XX/XX/XXXX, we called Citibank to have the case elevated to another form of investigation since there were XXXX done with no information gathered from us and we were being denied within days of the appeal. On XX/XX/XXXX, we were told we have no other recourse but to appeal again. We informed Citibank that we would be filing a consumer complaint since we tried to go through them but are not receiving a fair investigation or good customer service when the bank allowed someone to hack our account and steal our savings. This has put us in the hole financially and affected our credit score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10309
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: My credit card was about to expire in XXXX, 2022, so a new card was sent to me, which was lost in the mail. I called about getting a replacement and a replacement for the lost card was sent, which I never received or which was also lost. My account was soon thereafter closed and my password into my account was disabled so I could no longer make monthly payments online. When I called the company about the problem, I had to pay over the phone ( after a XXXX minute wait ) and requested to re-open the account so I could access it online in order to make payments. An email was sent to me with a link to a message in my account about my request, but since my account is closed, I couldn't access the message. I called again to explain this problem and was finally told I could not get a new card and the only option was to call every month to make a payment over the phone, and the wait-times are typically XXXX minutes to be connected to an account specialist. I don't understand why they would close an account with a balance when they know that access to that account to make monthly payments would be impossible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 13905
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On XX/XX/2022 I made an uninformed decision to apply for a best buy credit card. The terms of the agreement between best buy and myself were spread out across dozens of pages in a pamphlet that I was told I did not have to read.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43068
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have a Citi Costco Visa card for several years. My family pays for our expenses with the Citi Costco card and we pay the full amount due on the due date which is the XXXX. day of each month. While I always check for charges on my card I had no reasons to check for late fees and interest charges because I pay in full on the due date. However it turns out they have been charging me for late fees and interest for several months now, when I called to inquire I was told that I make my full payment after the XXXX XXXX Standard time, therefore I get charged for late fees and interests. I live in XXXX, I make money, in XXXX, I spent money in XXXX and I make payments in XXXX but I if pay this account in full after XXXX in XXXX XXXX I'm late and need to pay more. Citi bank has brunches in XXXX and is not and online bank and must extend the courtesy to XXXX to pay their bills by XXXX times but apparently that is not the case. I called and was able to get some refund for them but not the full amount which I feel like I'm entitled to. Below please see the dates and charges : XX/XX/XXXX, full payment was made but was recorded on XX/XX/XXXX, {$29.00} late fee and {$92.00} interest was charged on XX/XX/XXXX. On XX/XX/XXXX, full amount was paid, no XX/XX/XXXX, {$60.00} interest was charge, no late fee this time. On XX/XX/XXXX, full payment was made, on XX/XX/XXXX, {$110.00} interest was charged no pay fees. On XX/XX/XXXX, full payment was made and was recorded but XX/XX/XXXX, {$95.00} interested was charged. On XX/XX/XXXX, full payment was made, it was record on XX/XX/XXXX, and interest of {$110.00} was charged on XX/XX/XXXX with a late fee of {$40.00}. On XX/XX/XXXX, full payment was made but the interest charge for {$95.00} was charged on XX/XX/XXXX. So far in XXXX they have charged me {$69.00} for late fee and {$560.00} interest. I called and spoke to their customer service on XX/XX/XXXX and was able to get {$40.00} refund for late fee charged on XX/XX/XXXX and {$200.00} for interest charges. I'm making the complaint because I think I'm entitled to a full refund for late fee of {$29.00} and the remaining {$350.00} interest they charged. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 926XX
Submitted Via: Web
Date Sent: 2022-12-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I opened XXXX new accounts. A checking and savings account. I attempted to make a purchase but canceled transaction, merchant cancelled transaction. Following day I saw the transaction still posted, I reached out to merchant and they said they cant see the transaction gone through and I would have to contact financial institution. I filed a claim, later there was fraudulent activity I noticed I immediately reported this to the bank customer service department. They closed all accounts and opened me new accounts. Said when the funds were credited to compromised account they would transfer them to the account they opened. Once funds were deposited they would not transfer funds they closed the newly created accounts by them while I was at the branch. I spoke to them several as did the branch, they then told me yeah that money tht was credited belongs to citi so we blocked the accounts so you cant gain access to the funds. I have spoken to them numerous times and have been discriminated against my rights have been violated and my funds have been held XXXX. I will be looking into legal representation as some of the employees have stated that I need to sue because they are breaking the law I also have recordings of them yelling and laughing at me when Im on the phone with them. I have recordings of reps also stating that the account can be unblocked so that the funds are accessible. Still the bank has failed to provide the appropriate actions in regards to this serious issue
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92376
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/22, I received a Fraud Alert text message allegedly from Citibank around XXXXXXXX XXXX XXXXXXXX, asking if I had authorized a ~ {$400.00} payment to XXXX XXXX XXXX. I replied no. I received a text from the same number that a representative would be calling me. Then someone called me, but their caller ID said " Potential Spam '' so I did not answer. However, they called about 5 times in a row, so I eventually answered. The man I spoke to said he was from Citibank and would be helping me with the fraudulent activity on my account. He gave me details about how the person had attempted to purchase something from XXXX, XXXX in XXXX, Georgia using my card. I asked how that was possible given I had my card on me. He said they had linked my card number to their XXXX XXXX and tried to use it that way. He had my name and address, and asked me security questions which I answered. He said he would help me put a hold on my account, cancel my existing debit card, and send me a new one. I said I was worried because the caller ID had warned me of potential spam, and he told me to XXXX the number, which I did. It came up as Citibank, and it was also the number on the back of my Citibank card : XXXX. When I said I was still concerned, he rattled off his employee number, told me he'd worked in the fraud department for 6 years, etc. etc. I didn't write his information down, which I regret now. He said he was putting a hold on my account, and cancelling my existing debit card. I insisted I needed a new card sent to me ASAP as I was traveling out of the country on Saturday. I also expressed my frustration that this was the second time in XXXX that my Citibank card had experienced fraudulent activity. He apologized and said there had been a security breach at Citibank and he was doing everything he could to help me secure my account. He asked me if I wanted to press charges, I said yes, and he said I would receive information in the mail regarding me new case. While I was on the phone with him, I received an email from Citibank saying that my application for a personal loan of {$15000.00} had been approved. I asked him what that was about since I had NOT applied for a loan. I was very suspicious, but he was quick to apologize and say that it was a mistake and that the person helping him secure my account had made a mistake. He said I needed to send the {$15000.00} back to his Citibank supervisor. While on the call, I received two more emails from Citibank. One that I was approved for sending wire transfers and another that said XXXX XXXX had been added as a payee on my account. I asked him who she was and how she'd been added to my account? He said he added her, that it was his supervisor, and that I needed to send her the money back to fix the loan error. He was pressuring me and since his number on the caller ID was the Citibank number, I believed him. My Citibank online account was being slow ( probably because he had hacked into it ), so he told me to wire the money using my mobile app, which I did. XXXX XXXX payee information said she was Supervisor XXXX. After we hung up, I knew something didn't feel right, and so I called Citibank to confirm I had been speaking to a real representative of the company and that he indeed had been securing my account. I soon learned that he had completely scammed me. And I proceeded to file fraud claims with the checking department, loan department and wire transfer department at Citibank who are working on the case now. The scammer has since texted me again, asking about whether I authorized a {$15000.00} wire transfer, but the case # referenced was not correct, and I have not responded. He also called me XXXX times the morning of XX/XX/22 and I did not answer, and he later called me 2 times in the afternoon after which I blocked him but I'm concerned I blocked Citibank since it is their number.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 900XX
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: There was a promotion to open an account at Citibank to receive XXXX XXXX XXXX XXXX by having transactions in the amount of {$750.00}. After opening an account based on the advertisement and using the card to receive the promised promotion, the bank did not give the reward miles. My husband and I contacted Citibank on XX/XX/2022 at XXXX PST checking account department where they put me on hold for more than 2 hours, then they rejected the promised promotion by adding another criteria. To the best of my knowledge it is a clear misleading approach and a fraud to advertise to open an account and later ignore what they promised. I talked to an agent where he told me he can not help me with this issue, I requested to talk to a supervisor and after 2 hours waiting, she was rude and did not help at all. I also requested if you are adding a new criteria, please give time to complete but they simply ignore my request. I talked to a lady supervisor with the ID of XXXX and she refused to provide the ID of the previous agent. If there wasn't the promotion, I was not willing to open a checking account with this poor customer service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95037
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My Citibank online account is locked recently. I tried to reset using " Forgot Password '' feature on citi.com website. I entered all the information ( credit card number, date of birth, social security number, secret word etc ) correctly, but I saw the same error " Account Locked '' multiple times. I called customer service number, and they are asking me for the debit card or savings account number. I don't have any of them at this time. I opted for online statements and never downloaded any statement. I lost the debit card and never used it for any transactions. The agent suggested that I visit a near by branch to order debit card again. But, there are no Citi banks in Texas ( I currently live in XXXX area ). There are no other options at this time for me to unlock my account or order the debit card. I requested them multiple times on the call to provide alternate options and I am ready to upload driver license, social security card, and share Citi credit card details ( the online account is linked to my savings and credit card accounts ). But, the bank wants only debit card or savings account number. I don't have that info and I have no way to get that info unless I travel to a state where Citi bank branch is present. This is unacceptable because they have no way to help customers in states where there are no branches.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75068
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: So opened a New Bank Account In XX/XX/2022 in Citibank XXXX XXXX XXXXXXXX XXXX, XXXX XXXX NY XXXX Because my dad had past way in XX/XX/2022. He had XXXX Bank Accounts a saving and checking in Citibank. In the XXXX he put me As a beneficiary. So I open a new account under my name. I presented the Documentation that the bank ask me for like XXXX XXXX, his iDs, and my ID and my birth Certificate, and my Dads bank statements.. before I opened the account the Rep of Citibank had verified with their legal team before they handed over my dad funds. Which their legal team said I enough to prove to withdraw the funds which I did.and open the accounts Checking and savings account. When the funds got cleared I started withdrawing money from my account to pay funeral expenses, hotels, Documentation and travel expenses. My XXXX XXXX XXXX XXXXXXXX XXXX Around 20 days later Im having trouble taking out money from my account. I found out my that Citibank restricted my accounts checking and savings and their are closing my accounts within 60 days of the letter.. whatever funds that I had in account they will be mailed to me, but if I wanted my funds sooner I should call or go branch.. I called and went to branch.. they I had wait XXXX and XXXX hours that was XXXX weeks ago.. as well the letter said that fraud activity and need to get verified, I did that. They ask me how I did get the funds to fund account. I told I am XXXX on my XXXX savings account.. they told go back to branch that i open my account to speak with them. I went over there and they did speak with representative that open my accounts. Spoken to few Citibanks Representatives try to help me, tried escalate the matter, written XXXX emails and no response from person that is handling my case. Im getting the run around. Telling they cant do nothin only send email.. this is why I decided to file complaint to see if you get answers .. this adding to much on plate with my XXXX XXXX XXXX XXXX XXXX XXXX. It to much stress.. need to pay XXXX expenses and other things he left unpaid So please help me if need proof paper work, pictures or video, I would gladly send them to you.. I reported to FDIC but they told your institution supervised Citibank
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10027
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-15
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I use COSTCO citi card to pay my monthly " XXXX XXXX XXXX XXXX XXXX ''. The official amount is {$11.00}, but citi card charges me {$12.00} each time. I called the cit Customer Service and explained to them. " XXXX provider asked us to charge {$12.00}, not {$11.00} '' is the answer from citi Customer Service. However, I got my {$0.00} refund ( XXXX {$0.00} ) back after I did a dispute on citi website. Looks like that I need to go to dispute each monthly transaction to get {$0.00} back for each month. Not sure whether this is not a good practice? On XX/XX/2022, I purchased gas at XXXX gas station when the gas pump notice said no receipt available ( instead I did take a photo of the pump, {$38.00} ). The citi card charged me {$40.00}, which is {$1.00} more than {$38.00}. It's interesting that the citi dispute site gave the {$1.00} back to me " Permanently '' immediately as soon as I entered my dispute ( it seems know there is an overcharge, which is {$1.00} ). However, two days later, I got an email from COSTCO citi card asking me to " XXXX, request a replacement card in just minutes ''. I feel this is bad email, which is like a harassment ( because I had replaced my card about two months ago with lot of troubles when I was traveling, for which I did informed citi card in advance ). I think there might be some misunderstanding, so I called Customer Service again. The Customer Service said they didn't send that email. I really want to trust COSTCO Anywhere Visa Card.
Company Response:
State: NC
Zip: 27519
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A