Date Received: 2022-09-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
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 discovered that some of the information on my credit report was incorrect when I reviewed it. Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) require the XXXX credit bureau to validate this account ( A ). It is not permissible to fail to validate this reporting account as unverified information without providing any proof within the time frame specified by law. My credit report includes the erroneous information that needs to be investigated and delete : MACY'S/DSNB XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95350
Submitted Via: Web
Date Sent: 2022-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-01
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XX/XX/22 I opened a checking account with Citi Bank to take advantage of their promotion, XXXX for {$300.00}, {$700.00}, or {$1500.00}. I also had a family member sign up for another promotion using my referral URL for {$100.00} per person up to {$2000.00}. Over 5 months went by and I didn't receive either bonus. My family member did using the exact same steps. XX/XX/22 I contacted Citi via chat. They couldn't find what happened, so they opened a dispute for me ( which I documented ). I was told it would take " up to XXXX business days ''. XX/XX/22 I called after XXXX business days on XX/XX/22 to see why I didn't receive a response. I was informed I needed to submit a W-9. I mailed it on XX/XX/22. XX/XX/22 I received a letter from Citi about the dispute reminding me I hadn't sent my W-9 to them and they couldn't proceed with the dispute. XX/XX/22 I contacted Citi to confirm my W-9 was received. I was told it was " received on XX/XX/XXXX ''. I also found out Citi hadn't added the {$100.00} promotion to the previous dispute. So, they told me they opened another dispute for me on XX/XX/22 and told me it would be XXXX business days. XX/XX/22 I called Citi to check in on the new dispute as well as the previous. I was told that the XXXX dispute had closed due to a " lack of information ''. I opened a XXXX dispute to again try to receive the XXXX bonus ( XXXX dispute in total ). XX/XX/22 There was a letter dated XX/XX/22 by Citi saying that Citi tried to resolve my dispute submitted on XX/XX/22 but " we do not have enough information to complete our research ''. I have no record of this dispute and didn't even know it was opened as the dispute number doesn't match the number I have from XX/XX/22. I called Citi to inquire about the letter and XXXX open disputes. They told me it hadn't been XXXX business days and to call back tomorrow. XX/XX/22 I followed up with Citi again and was told there were no updates for either dispute. XX/XX/22 I contacted Citi via chat to check in for an update. I was told there were no updates and was given a phone number to call for updates. XX/XX/22 I called the number previously provided and spoke to an agent. They told me that the XXXX dispute had been resolved and the XXXX bonus would post to my account. There was no update on the {$100.00} referral bonus. Later that day, the XXXX bonus showed as pending to my account. XX/XX/22 I contacted Citi via chat to find out about the {$100.00} referral bonus offer. I was told there were no updates, please wait XXXX more days. I told the agent that I had been more than gracious and that I would need to submit a complaint to the CFPB unless a XXXX could resolve this. They opened a complaint internally. Since it has been well over the XXXX business days from when I contacted them on XX/XX/22, I filed this complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17552
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-02
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: Citi located at XXXX XXXX XXXX XXXX XXXX, MO XXXX which finances XXXX XXXX XXXX which I had one but due to XXXX XXXX could no longer use or keep I let it go, this was many months ago. Then in XXXX of this year I got a letter stating that you had sold this account to XXXX XXXX XXXX XXXX in XXXX XXXX CA That's strange, I received NO NOTIFICATION that this was even happening, by Federal Law I was supposed to get a notification before such action was to be taken, you have violated the law and if this is not rectified by you to me I will take swift action against you in a court of law believe me this is no an idle threat, you must think you are above the law, YOU'RE NOT. I have notified my attorney and demand a cease and decease from any credit collection agency you have supposedly sold this to and further we hereby demand a copy of the actual sale to XXXX for evidence to be presented in a court of law should you not take the correct course of action in resolving this issue. And one last thing, I have suffered from XXXX and under a doctors care should you or anyone associated with this case do anything to cause stress to come upon me you will face consequences as I have been told that another drop in the Ejection Fraction level might be fatal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75067
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Was Havely in debt and despite making payments larger than my minimum payments I was never having my balance smaller and my balance continued to increase. I cashed out my XXXX XXXX account and paid my penalties for doing so, to pay off my credit card with citi bank. I asked for a payoff quote and I was told my balance of {$25000.00} is my payoff quote. I made the payment for full {$25000.00} and my account was XXXX balance until few days ago, I get a new statement from citi bank asking for additional {$220.00}. I called citi bank and explained to no avail, I requested to speak with their supervisor to no avail. Citi bank gives you a so called payoff quote which is the current amount balance and then tag the consumer with additional fees and interest. This is not right and we the consumer work hard for our money, I should not get robbed by some corporation who cant eat {$220.00} for their mistake. The daily compound interest is always calculated into the payoff quote, not added after the account balance has been paid in full.
Company Response:
State: TN
Zip: 37064
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I recently did a refinance on my home and included a payout to my credit cards. Macy 's was sent a check on XX/XX/XXXX in the amount of {$2000.00} from the title company. The check included a letter with my information along with a memo on the check with my address and last four digits of my credit card. The check was received by Macy 's on XX/XX/XXXX. The check was cashed on XX/XX/XXXX. I have contacted Macy 's customer every week at least twice a week since they received the check which at first they claimed they did not receive. I put in a dispute and then they stated that they don't know where the check was credited. When I call the customer service they know nothing and just keep saying that billing will look into it but will not give me a phone number for billing. I then received a letter from Macy 's on XX/XX/XXXX stating that as of the date of the letter they had not received my check. I then faxed them the ups receipt that they did receive the check and a print out from the title company of the cashed check. I do not think that any consumer should have to go thru this to make a payment. Needless to say I am now out of {$2000.00} dollars that Macy 's claim they can not find.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07107
Submitted Via: Web
Date Sent: 2022-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: CREDIT CARD : SEARS Date : XXXX of XXXX Payoff {$340.00} Date paid : XXXX, XXXX I got XXXX during the month of XXXX My payment records were excellent I had auto payment ON on my account with SEARS The credit card reported a 30 days late on my payments. As soon as I noticed that LATE PAYMENT, I called Sears and they said they will fix the error. I went ahead and paid the full balance at that time to avoid more problems. I didnt owe much anyway and paid. Sears said I removed the auto payment which I dont recall doing. I asked them to fix the 30 days past due and they said several time they will do it but they lied and they never did. The 3 credit agencies XXXX XXXX and XXXX got the report from Sears with the 30 days past due. I asked SEARS to remove the bad credit as I was an excellent payer and that with the XXXX I may have done a mistake or error with the account ( I got brain fog ) I still dont know what happened. They said they will but they never fixed it. I sent XXXX hospital reports and still they didnt fix it It is hurting my good credit
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33134
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
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: I submitted a dispute for services not rendered as described ( false advertising ). Another credit card company investigated the same claim in my favor, and even though I did receive services, they were subpar. I provided emails, text messages, and photos supporting my claim. I also submitted complaints to the FTC, the attorney general ( due to the false advertising/fraud ), and the XXXX. Citi bank wrongfully found in favor of my merchant and will not allow me to appeal. I have worked tirelessly to solve this with the merchant, to no avail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: ***Note : It appears the formatting gets changed by the submission process. I know this is long so probably hard to read. If you want the formatted version email me and I will send it to you *** Citibank has grossly mismanaged the security of my account and impacted my ability to access my money through a convoluted and horrific fraud reporting process. I opened a checking account with Citi on XXXX, depositing XXXX XXXX in order to get a sign on bonus. I was issued a temporary debit card, set a pin and was told to expect my new debit card in the coming weeks. I never received the debit card, someone was able to intercept it in the mail. On XX/XX/XXXX at approximately XXXX XXXX this person called into Citi and was able to reset my PIN. I know this because I received an email confirming it ( see attached ). By XXXX XXXX they were able to open 3 additional accounts over the phone and transfer money in. These transfers were between XXXX - XXXX into each account. I have attached that record as well. These transfers are coded as XXXX XXXX # XXXX, # XXXX, # XXXX. This person then went to several banks between about XXXX XXXX and XXXX and made cash withdrawls from various tellers. Those transactions are timestamped on the same sheet. My understanding from conversations with Citi representatives is these were different branches. I was alerted that there was some fraud via an automated phone call about a suspicious transaction around XXXX ET. I missed it, but got the message and called back a few minutes after, confirming that yes that transaction was fraud. At this point I checked my Citi app, saw the new accounts and withdrawls and went to the branch 6 blocks away while calling in. I told the first person on the phone that there was fraud on my account, everything happening today was fraud and to lock all my accounts. I repeated this story to the branch representative at the XXXX XXXX XXXX branch in NY. The branch rep helped me lock my account and the people on the phone assured me all of the transactions were reported as fraud. I received several calls that day and told them all the same thing : that every action after XX/XX/XXXX was fraudulent. All the activity that day XX/XX/XXXX stemmed from the same person doing a bunch of fraud on all the accounts ( both my real one and the three they were fraudulently allowed to open by Citi. Also, I discovered via the account XXXX that the person had been allowed to access my account was able to add their phone number to the account as a verification. I told the branch and the phone reps that it should be removed ASAP. They assured me it would be. Over the coming weeks I continued to find this number on the various accounts 3 times until XXXX when I was in branch with a manager and finally had him show me on his computer they were all removed. In total there were 3 transactions withdrawing XXXX each and 1 withdrawing XXXX. Three of these were from the the three new accounts and 1 was from my existing account. The first issue started 2 days letter ( XX/XX/XXXX ) where, after following up in branch on the status of the claims, I was told the reps didnt open them correctly and I would have to do it again. So I did, telling the same story and saying I needed all the XX/XX/XXXX activity reversed. The requests were opened. I received a form for one of the requests in the mail later that week. An affidavit of fraudulent activity. I completed it and sent it back. I called on XX/XX/XXXX or XX/XX/XXXX to again check on the status and was told I should have received letters for all of them and that if I dont submit the letters it would be closed automatically. I never got the letters before or after that. On XXXX I went into a different branch and worked with a branch manager to submit the forms. I completed and he faxed them over. On XXXX I received the money back for the XXXX withdrawn from my original account. On XXXX I received a letter ( attached ) saying my claim had been substantiated for account XXXX ( one of the fraudulent savings accounts ) and I would receive the money. As of XX/XX/XXXX I still have not received it. XXXX representatives have variously told me that the letter was regarding a different account, that it was about the right account but sent before the decision was made, that the decision was made and they were just waiting for the funds to clear AND that the decision actually wasn't made yet but should be done soon. They each say something different, no one can explain why I have this letter but not the money and it has been going on for weeks. Most recently they said I should be getting the money within 72 hours. That was a week ago. On XXXX I receive a letter ( attached ) saying my {$5000.00} claim was denied because they didn't receive the documentation. This was the documentation the branch manager sent for me. I called in and the initially said they couldn't find it. After about an hour back and forth they said they actually did receive it and just forgot to attach it to the claim. The rep then attached it. I received this refund on XX/XX/XXXX Also on XX/XX/XXXX, my XXXX claim on account XXXX was denied ( letter attached ). The reason cited was that my " card was used as a form of identification at the time of withdrawal using your [ PIN ] ''. Since the whole issue was that my Debit card was stolen out of the mail and CITI let the thief reset the PIN this was absurd to me. I called them immediately and asked to appeal. I have been calling back twice a week as they keep telling me an investigator will call me back to discuss it further, but I have ( as of XX/XX/XXXX ) not received any call from an investigator regarding this account. I called today and the rep said this and the XXXX account are in " very late stages '' and simply need to be reviewed by the supervisor, but that he can't give any more info. He promised an investigator would call me back in 24-48 hours, but I have 0 faith that will happen. An investigator did call me regarding the overall claim of identity theft. They finally called on XX/XX/XXXX. I told them the whole story and offered them all the same documentation and evidence. I offered security footage from my job showing I was in the office at the time of the frauds. I offered the email of my PIN reset, a voice print to verify my voice against the recording of that reset and the account openings. I offered my photo ID to compare against the video footage they surely had of the teller withdrawals. The investigator said that wasn't necessary. She denied my claim later that day. I received the letter informing me that today ( see attached ). The claimed reason was that " information on file with Citibank matches the information used for the account opening ''. To me, that reads like a literal definition of identity theft, but to Citi apparently that is justification for it not being identity theft. I called to appeal that decision but the representative could not say what information matched or why that justified the denial. He opened an appeal and promised a follow up call with an investigator which I am sure will not come. At every stage I have offered various evidence to citi, I have pushed this investigation along by calling 2-3 times a week or going in branch and have tried to give them everything to prove this obvious fraud was obvious fraud. They have routinely declined, obfuscated the investigation and then denied various claims. It makes no sense that some claims are substantiated while some are not given the temporal and geographic location of all these events. It is clearly 1 actor acting quickly and the fact that Citis security measures ( branch cameras, phone recording, identity verification for PIN reset, automated fraud alerts etc. ) can not seemingly substantiate that is negligent and to me feels like theft via frustration. I cant help but get the sense that Citi aims to not have to refund me my money simply by making this process so taxing people give up. Every call is a different person, they almost all have gotten some aspect of my case wrong, I have been mishandled and outright lied to more times than I can count throughout this process. I can only imagine this happens to tons of people like me that give up and let citi just keep the money. I have had to spend at least 30 hours in various conversations at this point and I expect probably another 10 with how these things go. A full work week dedicated to just getting money back that's mine, that someone who isn't me withdrew IN PERSON. XXXX XXXX XXXX XXXX XXXX this should be a layup fraud case but Citi is negligent in their handling of this case and gives me concern they are mishandling all their customers money
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11102
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Hi, I have a Citi XXXX XXXX credit card since XXXX and it had a reward points of XXXX till XXXX XX/XX/XXXX ( as per the statement email received from the Citi bank for the account ending with XXXX ) but when I tried to check online for my rewards points, all of the points were gone. I connected with the Citi XXXX ( XXXX XXXX ) on XXXX XX/XX/XXXX for the same and the executive informed me that the card account has been XXXX and she is raising a request to reinstate the card and asked me to wait for XXXX business days. On XXXX XX/XX/XXXX, I again connected with the Citi CustomerCare ( XXXX XXXX ) executive on I was informed the same that the card account has been disable and the previous request was denied, so she is raising the request again with the notes. On XX/XX/XXXX, I again connected with the Citi CustomerCare ( XXXX XXXX ) someone called " XXXX '' and told him about my concern. He ( XXXX ) also said the same thing that the card account has been disable and the previous request was denied from the department, so he is raising a case this time ( Case Id : XXXX raised on XX/XX/XXXX ) and asked me to wait for 5 business days. On XXXX XX/XX/XXXX, I again connected with the Citi XXXX ( XXXX XXXX ) and narrate the entire incident to the executive. She gave the same comments and then I I asked her to transfer he call to the floor manager. The floor manager ( XXXX XXXX XXXX XXXX XXXX XXXX from XXXX XXXX team ) informed me that the account has been inactive for the last 1 years so the rewards get forfeited and the account gets closed. My question before closing my account, I was not updated by the Citibank through any email or mail. How can they close my account without my consent or without informing me and forfeit my rewards points. So I would request your support in this matter and highly appreciated your time. Thanks,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95132
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: CITIBANK has violated 15 U.S.C. 1692 ( c ) of the Fair Debt Collections Practices Act and breached its duties as fiduciary trustee by harassing me regarding this alleged debt. They have repeated called me 5 times a day, on weekends, in the evenings, and in the early morning which is extremely inconvenient and a violation of their cease and desist. CITIBANK received a written cease and desist letter on XX/XX/2022 and continued to call repeatedly violating the law.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80525
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A