Date Received: 2022-11-07
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I asked for Citi to make a payment from an external account that didn't have enough funds. After initial attempt Citi made a XXXX attempt, without my permission, and I called to stop payment and was told that I can not do that for XXXX XXXX. I asked if Citi would attempt to withdraw XXXX more times, incurring more external bank fees and Citi fees. The representative wouldn't answer and kept reading off prompts that didn't apply. Citi attempted to withdraw XXXX times, without my permission, on XX/XX/XXXX and XX/XX/XXXX and incurred an additional {$60.00} in insufficient funds fees from the outside bank. I called Citi to get the {$60.00} paid to me since I made every attempt to avoid them. After I told the representative I was looking for a refund Citibank, the XXXX largest bank in the XXXX, said they were having issues and can't access the credit card records and I will have to call again later.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XXXX ) I am not able to access my on-line account. I tried changing password even though I entered t he correct password, I was able to get in once, when I tried re-entering my account I could not XXXX et back in. I tried changing my password again, and am still not able to get in. I talked to Citibank tech support who told me they saw no problem, and then they hung up on me. I am an XXXXXXXX XXXX XXXXXXXX and I know when a system is not working ; the tech support person I spoke with did not listen to my problem and refused to look any further than the front-end. I can not access my account, and Citibank is unwilling/incapable of helping me. XXXX ) When I was able to enter my account, my credit card information was GONE. I tried calling the number on the back of my credit card, I was put on hold for XXXX minutes, then was disconnected. I called my local branch manager and he told me he could not do anything to help. Citibank left me no alternative but to file a complaint with the CFPB, but in the mean time my credit card payments are going to be processed INCORRECTLY, and there is NOTHING I can do to stop it.
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: 2022-11-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I recently opened a Citi priority checking account for a welcome offer. To qualify the welcome bonus, I transferred XXXX dollars after account opened. Several days later, I received email from Citi that they're closing my account because I violated their client manual!? I called several times but they can't give more details- and they will return my fund after my account closed, via mail checks. This is really bad that I don't know what happened and my XXXX fund is locked for these times.. And still haven't got them back, feeling unsafe.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90045
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: This message is to express my severe concern regarding an experience I had with Citibank when applying for a home loan. My Spouse and I have been Citibank members for over ten years. We have two Citigold accounts and several other banking products with the institution. Based on the recommendation of our Citigold Relationship Manager, XXXX XXXX, we contacted Citibanks mortgage department and were successfully prequalified for a home loan. We concurrently completed pre-qualifications with two other lenders. On XX/XX/2022, we completed an official loan application through Citibanks website. The Purchase & Sale contract was provided to the loan officer, XXXX XXXX, identifying a closing date of XX/XX/2022. Over the next few days, we received confirmation of our 60-day rate lock at 4.875 %. On XX/XX/2022, we submitted our escrow deposit in the amount of {$20000.00}. On XX/XX/2022 the Senior Mortgage Specialist, XXXX XXXX, confirmed the loan application had been moved to underwriting and would be assigned to a processor within the next few days. On XX/XX/2022, the loan officer contacted us stating the underwriter had concerns about the terms of my Spouses employment. For context, he works in the XXXX XXXX and is on a long-term contract with a XXXX XXXX XXXX in XXXX XXXX XXXX He is paid by W2 and is entitled to benefits. This arrangement is very common in XXXX as well as other industries and should not be an unfamiliar concept to a lender as large as Citibank. The loan officer requested a letter elaborating on the terms of his contract and what the companys conversion process is like. This letter was drafted and submitted by XXXX XXXX that same day. The loan officer also requested the closing date be pushed back to allow the underwriter more time to review the loan documents. The closing date was subsequently moved from XX/XX/XXXX to XX/XX/XXXX. On XX/XX/2022, we requested an update on our loan application and were told it was in second level review. On XX/XX/2022, we followed up on the status of the loan. No substantial update was provided. The loan officer simply stated I will let everyone know when I hear back from underwriting. On XX/XX/2022, the title attorney emailed Citibank asking for an update and requested the Closing Disclosure be sent to the Buyers. No response from Citibank was provided. We sent an email to the Citibank team expressing our concern over their lack of communication and follow through. We asked that Citibank provide an update on the loan application and the Closing Disclosure as soon as possible. No response was provided. On XX/XX/2022, the Personal Processor, XXXX XXXX, emailed us asking for insurance information. This was previously provided on XX/XX/2022. We forwarded the original bind request email to XXXX. At XXXX XXXX, XXXX sent the mortgagee clause and loan number to our insurance agent. He also stated that insurance would be paid through escrow and requested an invoice to be used for payment at closing. Evidence of insurance was provided to Citibank at XXXX XXXX the following day. The closing attorney followed up with the group asking for an update at XXXX XXXX. After not receiving any response from Citibank, the closing attorney sent an urgent message to the group explaining that we were going to lose our escrow deposit and that she had never seen such a lack of responsiveness in 21 years in this business. No response from Citibank was ever provided. On XX/XX/2022, the closing attorney emailed the group threatening litigation and stating Citibank could be liable if the Buyers lost their escrow deposit. We contacted XXXX again, who still had no update or information regarding the loan application status. He just kept stammering, it's held up with risk. We demanded to speak to XXXX manager and received a call from XXXX XXXX at XXXX XXXX. The call lasted 13 minutes. XXXX explained in less than 5 minutes what XXXX could not in 2+ weeks. Citibank wanted a letter from my Spouses HR department with specific information regarding his position. We immediately contacted his employer, and within 1 hour, a letter was emailed to Citibank directly from the HR department with all requested information included. On XX/XX/2022 we followed up with XXXX via email at XXXX XXXX. On Friday XX/XX/2022 at XXXX XXXX, XXXX called to inform us that Citibank had officially denied our loan application. In summary, Citibank strung our family along for 46 days with full knowledge of the contractual obligations of our home purchase. They failed to provide either approval or denial in a timely manner and because of their gross negligence, we were forced into a no-win situation. The complete disregard and unprofessionalism of Citibanks employees put us at risk of losing our {$20000.00} escrow deposit and more importantly, the home we had searched and been prequalified for. We had to pay the seller {$7000.00} of our own money to prevent him from taking our entire escrow deposit and walking away from the deal. Additionally, we were given no time to shop for an alternative lender because Citibank notified us at close of business on Friday night that our application was denied. We had to find a lender over the weekend in an effort to salvage what was left of the transaction and not lose the home. Interest rates had increased substantially since our rate lock with Citibank and although we had no problem securing a loan with another lender ( literally it took 3 hours for desktop approval and just two more hours for full underwriter approval ), the rate we received was 6.375 % which equates to over {$140000.00} more in interest over the life of our 30-year loan term. This situation is not something I would have ever known to be weary of with a banking institution like Citibank. We were left completely in the dark by Citibank and because of their unwillingness to communicate what was happening internally, they put us in a terrible situation that will cost my family nearly {$150000.00}. I'm a XXXX XXXX, I have a XXXX XXXX old son and this is the home we chose for him to grow up in. Citibank put this at risk and I can not state enough how shocked and saddened we our by how we were treated by this bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33455
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
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: Fraudulent charges from XX/XX/22 thru XX/XX/22 were charged back to my account. Company is refusing to provide receipts that show a signature so I can show it is not my signature. Is Home Depot not saving customer signatures for purchases?
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: 2022-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Rec 'd an email from Citibank XXXX regarding a Tiered Bonus Checking offer. It stated to call & open an account. They will set it up. Called XXXX XXXX spoke with XXXX about the details. We verified several times during the conversation that it was for the Tiered Bonus Program. If we deposited {$200000.00} by XXXX & leave it in 60 days that within 90 days later {$1500.00} would be deposited into the checking acct. Rec 'd the " welcome package '', returned the signature card and transferred the money. Called on XXXX & verified we were all set up for the Tiered Bonus program, we were also told that on XXXX the wait period will end & the {$1500.00} would be deposited within 90 days as stated. XXXX called about why the {$1500.00} was not deposited was given a " ref # '' & told to wait 5 business days. Called XXXX spoke to a " supervisor '' given a new " ref # '' he said we weren't a " targeted customer '' but couldn't tell us why or what that meant. He was going to " change the code '' to help us get the {$1500.00}. Called XXXX told " didn't get entered into the program correctly '' so we wouldn't get the {$1500.00}. XXXX called a branch in XXXX, Fl. spoke with XXXX XXXX, a manager. He said " no offer code '' was applied " wait 10 bus. days & that he would call back with a decision '' XXXX 12 days later we emailed him, no response. XXXX he emailed & said he was waiting on the promotional dept. for an answer. XXXX after no response from him we emailed him & said it appears that Citibank wasn't going to honor their commitment & that every time we have inquired about why the {$1500.00} was not funded, we were given at least 4 different excuses. We also said we would be cancelling our credit card that we've had since XXXX along with pulling our {$200000.00}. We told him we would be contacting cfpb of how Citibank did not honor the Tiered Bonus checking offer that they solicited us about. It borderlines on a scam. XXXX called a branch in XXXX, Fl. to get checks as originally promised & never rec 'd to withdrawal our {$200000.00}. We would never have transferred {$200000.00} into a bank that paid zero interest in 10 months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Hello, On XXXX XXXXXX/XX/2022, I deposited in person at Citibank, an {$8000.00} check I received from the XXXXXXXX XXXX. The next day, I deposited XXXX smaller checks via mobile deposit. On XXXX XXXXXX/XX/XXXX, I learned that my account had been closed due to unusual deposit information. As a result, they informed me that my balance had not reflected any funds from any of those deposits. When I contacted the casino, I learned that they check had indeed been cashed on the XXXX of XXXX. I am in desperate need of those funds as I have a foreclosure court date approaching on XX/XX/XXXX and I need to have my balance paid to date. Citibank does not have any information regarding where I will receive my funds but said it could take up to XXXX XXXX, This is outrageous! How is this legal?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60620
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: I was transferring a balance from XXXX to Citibank ( the check was draw on Citibank, I am refiling a dispute again because Citibank lied on the reason why the balance transfer check wasn't honor by Citibank. Citibank 's responded to my filing ( XXXX ) was they never received the check. I contacted XXXX on XXXX and I spoke to XXXX in the billing department. She said the check was return because Citibank said the fund was XXXX XXXX and this happened on XX/XX/2022. Balance Transfer amount : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48507
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We tried to get a loan from citi bank with loan agent XXXX XXXX ( NMLS ID : XXXX ) and it took us 14 days longer than the closing date to close the loan and we had to spend XXXX dollars extra as our late penalty. During this whole loan closing process, XXXX failed to let us know what documents are needed in advance : we submitted the bank statement from an overseas account in the email on XX/XX/2022, she didn't mention anything to us about the fact that it wasn't in XXXX, until XX/XX/2022 she suddenly said that it needs to be translated and the translation wasn't completed until XX/XX/2022 which is the main reason that we are way behind our schedule of closing the loan. During this whole time, we've trying our best to work with XXXX on preparing the documents that are needed to close the loan, we were able to send the documents within XXXX day upon receiving the requests ( indicated in our email chain ). Yet, when the delay happened, citi bank is trying to blame us for not giving them the documents on time. How can we, as the customers know what kind of documents that we need to prepare since this is our first time getting the loan?! Also, at the beginning, my husband called XXXX to explain the details about how we got the gift money from overseas and why it might be complicated to document. Instead of guiding us to how to prepare more documents to make things clear for the underwriter, XXXX told us Not to mention too much before the underwriter ask for it. We trusted her during that time and didnt prepare anything extra as she suggested and thus resulted in the insufficient materials that we prepared for the first round of review and a further delay in the loan. During the whole process, there are multiple times that XXXX asked us to prepare the same documents. The reason about that is her assistant is on vacation, and she used to review your documents so when XXXX took over the work from her assistant, she took extra time to review everything again. Because of her lack of familiarity on our loan documents and status, we had to spend extra time going through everything with her again which results in misjudgment of our loan status and the documents we need to prepare for the loan. The reason we got the late punishment from the seller is that during the phone conversations that the listing agent had with XXXX, her unprofessional behavior and ambiguous words has resulted in the seller and the listing agent losing their trusts in us. They were furious and shocked about us choosing such an unprofessional loan agent whos incapable of her job to work on our loan. Because of that, in our text messages and phone calls, the listing agent mentioned more than once that he has completely lost his trust in citi bank, and he made us to agree to working with another loan agent at a different bank that he trust at the same time to make sure that someone reliable is working on our case. He mentioned that because he doesnt believe XXXX has the responsibility to close this case, he would give us late fee addendum for not moving to another bank sooner to close the case. Based on those, we think XXXX should be responsible for the delay in closing because of her inexperience in judging what documents are needed for the gift money, her failure in communicating with XXXX during their work pass down as well as her unprofessional communication with XXXX the listing agent on our the details about the loan status.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94555
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: PLEASE NOTE : Below is admittedly being pasted across various public forums. I am exhausted after battling with Citi for hours on the phone. I hope this is presented in a meaningful fashion. I just don't have it in me to rewrite it. I have a 100 % perfect credit history. Zero missed/late payments in my well-over-a-decade-old history. I've been using Citi for my credit cards for probably a decade. Payments are on auto, set up on the Citi website ( not thru my banks bill pay system ). I just looked back at my YTD transactions and noticed that Citi has been charging me " Return Check Fees '' bi-weekly ( the frequency of my autopay ), for most months, and occasionally interest! For the months that had both fees and interest, the two fees ( one per autodraft ) plus interest is {$140.00}. What's interesting is that they are getting their money every time... They say their system makes a handful attempts to withdraw, with an interval of a few hours or a day. If an attempt fails, the user is charged a fee equivalent to having not made the payment at all. The bottom line is : they get their money, and the payments are never late. They cant justify the fees with a lack of funds, as one can deduce that the funds are available, because I have no missed or late payments on record. * * * Is it just me or is this blatantly predatory? * * * I just got off the phone with a Citi supervisor and she stated clearly multiple times that my payments were never late. The technicality they've got me on is that I authorized them to withdraw on a date X, and often times the money was only available in the account 2 or 3 days later. She very clearly stated that the bi-weekly auto-draws occur well before any due dates. She very clearly stated that these are not late fees. They are penalties for making their servers ask my bank for money again a day latera fully automated process that costs Citi fractions of a cent. Ill be the first to admit that I wasnt watching funding source checking account like a hawk, so I bet Citi did have to ask my bank more than once. Still Citi is auto-drawing well before any due dates. What is the trouble really? If a payment isn't late, any kind of penalty should be ILLEGAL.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70118
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A