Date Received: 2022-11-02
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Fraudulent charge to Citi Master Card dated XX/XX/XXXX for {$230.00}. The vendor was XXXX ( XXXX ). This was an online charge and our cards were not lost or stolen. This was reported immediately to the Citi XXXX department who now refuse to correct the charge and and threaten to report us to the three consumer reporting agencies if we dont pay Citi Corp back The vender has also been contacted and states they can not assist as the charge was made too long ago.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31406
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: 2022-11-02
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On or about XX/XX/2022 I received a letter in the mail informing me that Citibank was resolving a fraud claim in my favor that was initiated on XX/XX/2022 regarding several fraudulent activities on my checking accounts whereby an unauthorized person contacted Citibank and obtained identifying information and was able to access my online account. The unauthorized user was able, through the assistance of the person at Citibank to open two fraudulent accounts and transfer ALL of my funds from my two accounts ( that were held by me ) and then transfer all of my funds into their accounts with a different banking institution, Citibank stated that they resolved this claim favorably and returned some of the funds that were determined to be stolen through the actions stated herein. On XX/XX/2022 I looked at my online bank account and all of the previously returned funds were drained from my two non-fraudulent accounts and those funds were put into the two accounts that were previously determined BY CITIBANK to be fraudulently opened ( which is why they returned the funds in the first place ). I called and was told nothing about the matter, was told I would get a call back. Did not get a call back. On XX/XX/2022 I went to the branch on XXXX XXXXXXXX XXXX XXXXXXXX XXXX and spoke with XXXX XXXX, and for three hours I sat at his desk on his landline talking to various people at Citibank about the fact that my funds were taken from me IN ERROR by the bank. I was told that in fact, the fraudulent accounts should have been closed at the time that it was determined that they were fraudulent, when my funds were returned to me. I was told that this was the banks error, and that they would need to open a NEW investigation to determine a new outcome that could take up to 45 days. It was clear at the time to everyone I spoke with that CITIBANK had made an error in removing the funds from my legitimate accounts to put into the fraudulent accounts as three separate 'OD ' transfers. OD stands for Overdraft. These overdraft amounts that were taken to cover the amounts STOLEN through the fraudulent accounts. On XX/XX/2022 I spoke again to XXXX XXXX at the XXXX XXXX branch location and he told me that there were three investigations in the " disputes department '' and all three were still pending, and he stated that he spoke with the " fraud department '' and there was no new information for me regarding my lost funds. I have not received a single phone call from Citibank nor any correspondence since XX/XX/2022 regarding the removal of my funds. I have received a number of emails informing me that I have a XXXX balance and a negative balance on the two non-fraudulent accounts respectively as a result of the OD transactions that occurred on XX/XX/2022. I have spent countless hours dealing with the first phase of this situation- that was documented to have been resolved in my favor via phone and in person at the branch resulting in many lost hours of work. Every time I call it takes at least 45 minutes to speak to a person who has any information regarding my account and I am transferred at least three times. I have been hung up on, I have been disconnected, I have waited on hold for up to 2 hours at a time. When I go to the branch I sit at a desk and the same issues occur while on the bank land line and I am still the person doing all of the work to try to obtain information regarding my lost funds. I have all documented transactions and balances and documentation to PROVE all of what I am stating here.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60615
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-02
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I opened a card with Citi bank ( citi premier card ) on the promotion page which offered XXXX bonus points once I spend XXXX dollars in 3 months. I met those requirements and none of the terms and conditions disqualified me from the promotion. I called Citi bank on XXXX and a supervisor advised me that he saw that I opened it on the promotion page but was going to look into it and call me back within 2 hours. I did not receive a call back. On XXXX I called again and the supervisor I spoke to told me that the back office decides who gets the promotion even though the website shows that the promotion is not limited to a certain population. He could not give me any information or offer me any help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21234
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-02
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: Home Depot and CitiBank refused to increase my credit limit. They both compelled me to disclose my social security number which allowed me to access my own credit yet they continue to refuse me an increase. The definition of credit card in the XXXX XXXX XXXXXXXX XXXX is ANY CARD, plate. COUPON book, or other credit device existing for the purpose of obtaining money, property, labor, or services on credit. This shows that my social security card is a credit card and Home Depot and CitiBank accessed that account. Home Depot and CitiBank refusing me to increase my own credit is an adverse action according to the Fair Credit Reporting Act in 15 USC 1681a ( 1 ) ( A ) ( iv ) ( II ) which says adverse action means an action that is adverse to the interest of the consumer. I received a letter from Home Depot claiming they made the adverse decision because my consumer report with XXXX has a freeze. When I requested the credit limit increase, it was not disclosed to me that they would check my consumer reports. I did not consent for them to do so. I have an outstanding history with Home Depot and CitiBank as far as making my payments on time and paying off my balances. Home Depot and CitiBank could have based their determination off that outstanding history alone. The fact that they compelled me to disclose my social security to allow me to access my own credit is enough to allow me to determine what my needs are. It is not Law that corporations must be allowed to view my reports. It is law however that they request permission to do so. Not only is Home Depot and CitiBank viewing what should be my private transactions, Home Depot and CitiBank are making reports to consumer reporting agencies without my consent nor authority to do so. This is a violation of the Fair Credit Reporting Act and the XXXX XXXX XXXX in 15 USC 6802Act. While Consumer reporting agencies have assumed the role of assembling and evaluating consumer credit and other information, I did not consent to any of it. My private transactions should remain private. They have violated my right to privacy. This can not be undone. Home Depot and Citibank have made negative remarks to consumer reporting agencies which have caused me adverse actions in other areas of my private life. The Fair Credit Reporting Act was created to protect me and assure consumer reporting agencies meet the needs of consumers in a fair and equitable to the consumer. Their actions have been fair nor equitable to me. I am a victim of identity theft which is why I placed the freeze on my reports. Per 15 USC 1681g ( a ) I need to request my complete file as defined in the Fair Credit Reporting Act in 15 USC 1681a ( g ) the term file when used in connection with information on any consumer, means ALL of the information on that consumer recorded and retained by a consumer reporting agency regardless of how the information is stored. I need al this information to verify accuracy of information in the records in my file and accounts. 12 cfr 1002.2 says an open ended credit means credit extended under a plan in which a creditor may permit an applicant to make purchases or obtain loans either directly from the creditor or indirectly by use of credit card. This further shows that my social security is the consideration to my accounts. 16 cfr says creditor is a person who in the ordinary course of business, lends purchase money or finances the sale of goods or services on a deferred payment basis, provided such person is not acting for the purposes of particular transaction, in the capacity of credit card issuer. This further shows it is not CitiBank who provided to credit since this code says the credit card issuer isnt the creditor.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 851XX
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-02
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 XXXX XXXX, XXXX I went online to XXXX I placed an order and it was for {$26.00} and I paid it thru XXXX XXXX XXXX XXXX XXXX ( XXXX ) Then I seen a charge at about the same time for {$28.00} thru Citi Cards. I thought at first that is where I got the order that I placed at XXXX. So I called Citi Cards and disputed the overcharge of {$1.00} to make it {$26.00} and they did. Later I was checking my XXXX account on line and it says that is the card I used and ( See attached ) I had wrote that on my receipt too. So I called Citi Cards on XXXX XXXX, XXXX and disputed the rest of the {$26.00} amount. The lady I spoke with asked who lived in the house besides me and I said my wife XXXX and no others had the card. She noticed that was not the name, and I asked that was not the name of the person that made the purchase, and she said yes, NOT XXXX or XXXX. and I told her that was the XXXX card scammed in a row. She then tells me they will remove the {$26.00} within 2 days. The on XXXX XXXX I called back to Citi Cards and they had not removed the {$26.00} as they said they would and the guy says they didn't do it cause I or they had been disconnected, which is not true. So he says he will, and 7 days later on Citi Cards website, there is no dispute happening and nothing has been done so far, and the charge of {$26.00} is still there.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/31, I attempted to login to my Citi account that I have used for years and received an error message. I also received an error message when trying to login on my phone. I contacted Citi support and followed their troubleshooting steps but was still not able to access my account. A quick search online reveals a significant number of other people have had this issue due to Citi having poor IT infrastructure. I am still not able to login to my account or pay my credit card bill.
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: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-02
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2022, I deposited a certified bank check from XXXX XXXX bank into our joint checking account at Citibank. The teller was unsure about how long it would take or even the process involved. I became concerned when, after nearly two months, the check was not deposited. I called Citibank and the first representative with whom I spoke could find no reference to my check. I was then transferred to the Investigative Department who also could not locate the check within their system and I was instructed to go to the branch where I had deposited the check, which I did. The manger with whom I spoke also failed to locate the check and kept insisting that it could not be found was that it was in " collections ''. She also informed me that the standard turnaround time for an international check was two to six months. She also said that I should have had it wired into my account because there was a {$35.00} fee (! ) for checking services. I can assure you, if I had known that there was going to be a two to six months wait on a certified bank check and, that I was going to be charged {$35.00} for the luxury of this service, I would have never deposited it into my account. As of this writing, my check has still not been cashed and deposited nor can it be located within their system. Ever since the pandemic, my wife and I have been living paycheck to paycheck and were depending on this money to help pay bills. Because of Citibank 's incompetence we have accrued late fees, had the electricity turned off once, amongst other things.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20191
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-02
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I am a XXXX XXXX XXXX XXXX XXXX who had a business credit card through CITI. Three days ago, I had a {$10000.00} dollar limit with a balance of less than {$2000.00} which included a {$320.00} charge I was disputing at the time. I use the card sparingly with no issue and have no late payments. So, imagine my surprise when i get an email yesterday saying they've reduced my limit to {$1900.00}. Now instead of a XXXX limit with an approx. {$1800.00} balance I now have a {$1900.00} limit with an approx. {$1800.00} balance. This will tank my business credit, adversely affecting my opportunity to fund my business now and secure funding in the future. I feel like its racially and gender motivated because there was no other reason for this. They clearly don't support small business or maybe it's just XXXX XXXX XXXX XXXX. Even if this were a legit account review how do you go from {$10000.00} to {$1900.00}?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77449
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-02
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2022, I opened a Business Checking Account at Citibank. As I did not know this process will become a living XXXX. When the account was opened, XXXX XXXX ( Personal Banker at the branch ) told me I should receive my card in 5-7 business days. After 7 business days, I received my debit card, but was not able to login into my online account. I called customer services and they told me I wont be able to login until a passcode comes in from the mail which XXXX XXXX didn't mention to me. A few days later, I received my passcode to login online, but that wasn't the end of it. Every time I wanted to login on my phone or computer, I would have to call Citibank customer service which would transfer me to an automated voice recorder that would give me a passcode to enter. The customer service representative told me there is no other way to receive it unless I call them ... EVERY ... .SINGLE ... TIME .... After all that mess was resolved, I processed my sales from XXXX and was receivedinto my accountof {$15000.00} in a couple days later. The same day the money was deposited, the account was on hold due to 1 chargeback. They told me It is currently on review and I should receive an update in a week. In a week, I called customer service and they told me they have decided to close my account in 60 days and I will receive my funds in 10 business days after the account has been closed... In Mid XXXX of XXXX I received a letter stating {$10000.00} vanished from my account with no trace on where it went... I called for an update and the customer service rep said the same exact thing as last time. " I will receive my funds in 10 business days. '' EVERY 10 DAYS, same response received. After 60 days, I received the same response. I informed them it's already been 60 days since you guys said you would close the account and also it's been 10 days since I was informed I would receive it and I have not received ANY UPDATES, NO FUNDS, NOTHING, BUT LIES. The representative I would speak to would put me on hold for a while and tell me I should receive the funds in XXXX more days which was XXXX. I KEPT calling back EVERY 10 DAYS and the same thing was said. They kept saying the same XXXX thing until the mid of XXXX of XXXX which I knew was all XXXX. Citibank customer service reps had no idea what was going on in my account and they had no proper training on how to do their XXXX job. I went to a branch in XXXX and one of the bankers at the desk refused to help me and said he couldn't access my account when he didn't have his computer on. I went to another branch in XXXX XXXX and she reviewed my account, but said she wouldn't be able to help escalate this since she wasn't the one that opened the account and suggested I go to the branch where I opened it. Then I went to XXXX where I made an appointment with XXXX XXXX and while he was reviewing my account. He said with these chargebacks the security department is reviewing it ( At that time they weren't ) and will send my funds in another 60 days ... It is now close to 90 days since he said that and no funds have arrived. After multiple tries to get an update on this, I finally got one at the end of XXXX where the reps told me this account is being handled with the security team and transferred me to them. The reps at the Security team informed me this fund is currently being held and I should " contact the finance team where the payments came from, '' which made no sense at all. The security department would not give me any more information besides saying " Contact the finance team where the funds came from. '' They could not give me any more information but that which made no sense ... at all. I called XXXX since we processed the payments and they said they just forward the funds to the account. They don't deposit into theirs then ours. At this point, I have no idea who to contact for those funds. Opening an account with Citibank has been a living nightmare. Each order I received I have fulfilled with my personal funds without knowing if a chargeback occurred again in the account and who it was from. If I knew that this is how their services and process works, I would have NEVER opened an account with them. They all have been constantly lying and have no proper training on how to handle customer service. All I have been receiving are letters of deductibles on the closed account which my money has been. Chargeback receipts and deductibles from my account have equaled about {$5600.00} which means I should have and received the amount of {$9600.00} by now. I can not continue my business like this if Citibank is going to hold my funds. My business has been on hold since this occurred. All I want is my money that I earned.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60107
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-02
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XXXX XXXX, I received a text message from what I thought was my bank, Citibank, saying : [ CITI-ALERT ] : We blocked your debit due to unusual activity. Verify now to gain access XXXX XXXX XXXX The # used for the text is ( XXXX ) XXXX XXXX ( a Florida # ) I believed it was legit because Citibank has centers all over the US. I logged in with my computer and was sent to what seemed to be a very legitimate looking Citibank site, where I was asked to enter my banking details. I became suspicious when the site asked me to enter more details on a second page and logged out. Unfortunately, it was too late and they had sufficient material to hack and empty my bank account When I logged out, I called immediately the # I have for Citibank Business Accounts and was told that, being a Sunday, I had to call the next day during business hours. The next day, Monday XXXX I got a text from my cell phone provider congratulating me on my new phoneI realized that something was wrong and took the appropriate steps to secure my phone #. I then checked my bank account and saw that there was a XXXX transfer of {$950.00} and a wire transfer of {$31000.00}. I called again the Citi Business Accounts # and was told that being a wire transfer, I had to call Citi Wire Specialty Services ( CWSS ). I did and got a recording that they were open only M-F XXXX XXXX XXXX XXXX XXXX ( I believe ). It was too late... I called at XXXX ( XXXX XXXX ) Tuesday XXXX to insure I would be first in line when they open and after a long wait ( already at XXXX! ) was finally able to talk to someone who referred me to a supervisor ( after another long wait ) who was able to hear me and take my case ( case # CIT XXXX XXXX XXXX ) The supervisor at CWSS was able to tell me that the wire transfer went to a XXXX bank account with the XXXX XXXX XXXX, to a person named XXXX XXXX XXXX XXXX # XXXX '' ( per my bank statement ) She also told me to file a complaint with OC3 and my local law enforcement and to call her back with the case # XXXX. OC3 does not give a # but I have the transcript and the XXXX County Sheriff Dept. case ID # is XXXX XXXX, signed by officer XXXX XXXX badge # XXXX. I had the hardest time calling back CWSS to give the report #. It took 5 calls, each one with at least a XXXX wait and a couple disconnections before I could talk to a human being that took the reports # at XXXX. They were getting ready to close and no action occurred consequently. Meanwhile the scammers, who knew about the time zone differences and the sclerosed banking procedures, had plenty of time to go withdraw the money Having been told that the inquiry into this could take 60 to 90 days, I had no choice but to wait patiently past 60 days to start inquiring about this issue. Meanwhile, having called XXXX, I saw a quick and favorable action from the service. They sent me a letter dated XX/XX/XXXX, acknowledging the complaint and I was refunded the {$950.00} on XX/XX/XXXX. I have never received any correspondence from CWSS or any other service regarding the fraudulent wire. Every phone calls I had to do resulted with hours of wait time, disconnections after being transferred or me hanging up by frustration and fatigue. I have all my calls documented in my call log to prove this. At this stage, I feel like I have been let down by Citibank.The bank failed to provide sufficient security to prevent this fraud. I can not believe that such a large global bank like Citibank does not have a XXXX fraud call center, able to intervene quickly... I have been a customer for over 20 years and have NEVER transferred money by wire, even onceSuddenly, a wire emptying my account did not raise a flag? Nobody thought about double checking the validity of this transaction? And after this happens, nobody has contacted me to inform me of the status of this case? I have to endure sickening wait time to try to find out and end nowhere? At this point, I feel like I have no choice but to go outside the bank to whatever regulatory government agency is out there to get helpThe bank has denied my claim for reimbursement, based on the fact that I provided my information voluntarily... Thank you! XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 954XX
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A