Date Received: 2022-10-28
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: On XX/XX/2022 I ordered food at XXXX XXXX in XXXX, Indiana. I paid for by mi CITI VISA CARD. When I went to my hotel room I realized that one out of three items I ordered and paid for was not present in the bag that was clipped shut. I did not open the bag to check and trusted them. I then call XXXX XXXX and complained. I also talked to manager. She will not deliver the missing item or reverse the credit card charge. She wanted me to drive back to XXXX XXXX to pick up the missing item. I protested, saying that it is not fair to customer to pay the price by driving, paying for gas used and wasting time to fix their mistake. She did not care. I disputed charge with CITI. Their response was to send me a signed receipt of my transaction, and closing the case in merchants favor. In no communication they have mentioned my version. When a merchant does not deliver as promised it is fraud. CITI has responsibility to protect me from fraud and not shield the merchant.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60565
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Received email from XXXX charging me for {$410.00} for best buy XXXX XXXX. XXXX XXXX, phone number XXXX XXXX XXXX XXXX. My last payment to XXXX XXXX was {$43.00} in 2021,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 86409
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
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: In XX/XX/2022, I booked a hotel via XXXX, but didnt realize their misleading information about refund. I thought I was able to get full refund before two weeks cancellation, but they intentionally played word games to say full refund due from the client if cancel before two weeks. I didnt know how the payments were made without my authorization. When I realize that, I contact City XXXX XXXX, to get my charge disputed and we didnt go to the hotel. From the phone, I asked multiple times if I can get my refund back, since if now, we were just going to stay in the hotel, but they told me I will get my refund back anyways, so I didt go to the merchant requesting refund or do anything further. Back then, I was still able to get half refund back, or I could just to and stay in the hotel, but since city told me i will get my refund back anyways so I didnt pursue to the merchant directly for refund. Now after six months, city secretly charged me for the same amount they put on my credit after the dispute and are telling me there is nothing they can do to help and this closed my case. Its their fault to provide me the misleading information when I was still able to save my loss, but now its already half year and they told me I should go to the merchant directly. They were also telling me that they send out request to ask me providing extra information, but I didnt respond. I promise I send back all information and confirmed with a customer representative on the phone they are received. Now, they say I didnt respond, thus case is closed and they are no longer to assist. Thats not acceptable. They should have give me the correct information at the very front, so I was able to at least save half of the money. They are now not willing to responsible for their own fault.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30097
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have changed my email address on my Citibank credit card account over two weeks ago but I keep receiving emails on my old email address. I have contacted Citibank multiple times, spoken with supervisors, and they just tell me that's normal and that eventually the emails will stop being sent to the old address.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
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: Original charge was as follows " XXXX XXXX XXXX XXXX XX/XX/XXXX Purchased On XX/XX/XXXX Posted On XX/XX/XXXX Cardmember Name XXXX XXXX Category Merchandise - XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Merchant Country XXXX I challenged this before it posted as the item ordered was a XXXX litre box of XXXX XXXX ; XXXX XXXX XXXX XXXX. It is not surprising that a clothing merchant would have difficulty delivering box wine in the XXXX Using the chat function on the Card I noted it was a false charge and appeared to be from a XXXX XXXX urging them to investigate. They claim that I said goods not as described. My recollection is I said that goods were never received which they weren't. I certainly reiterated that in later chats when the false charge did not disappear XXXX Universal XXXX they reversed the charge then re-established it when the merchant claimed they had delivered the goods. They wrote to me to my XXXX address saying the merchant claimed they had delivered the goods and requesting me to provide evidence but how I could provide evidence that an item was not received was not clear to me, but any way I was in XXXX for the summer as I had advised Universal XXXX so if they had been paying attention would have contacted me by email, phone or chat. I found the letter on arrival early XXXX and got in touch with Universal card to reiterate goods never received. One of the reps with whom I spoke today XX/XX/XXXX appeared to claim the letter sent to my billing address in XXXX had been sent also to me by email I do not recall seeing that and would like Universal card to please provide a copy of same. I called Universal card before the end of the payment period XX/XX/XXXX or XXXX and spoke to somebody whose name was, as I recall, XXXX and she said the charge was wrong and that there was nothing overdue as of XXXX XXXX. Please request copies of that plus all other phone calls made to them. They have still put an overdue fee of {$29.00} on my account despite fact it was for an item they now agree was erroneous I was on along call with someone called XXXX and followed up with the chat function which then suddenly cutoff Please see below cc of as much of that chat as I could preserve Today XXXXXXXX XXXX false charge of {$29.00} Read XXXX XXXX Please do not share sensitive account information, such as your security word or expiration date here. We may send you a secure electronic form to collect this information. This session may be recorded or monitored. A representative will be with you in a few minutes. Sorry to ask but could you say that another way? XXXX XXXX - Citi XXXX false charge Read XXXX XXXX A representative can help with that. Would you like to chat with them about it? XXXX XXXX - Citi XXXX Yes Read XXXX XXXX OK, let me get a representative to help you. XXXX XXXX - Citi XXXX You are now being transferred to the next available representative. You're now connected to : XXXX. Hello XXXX, Just got off phone call with disputes centre name I think XXXX re false charge from XXXX de XXXX XXXX XXXX XXXX XXXX this charge has been credited to my account Read XXXX XXXX You are now being transferred to the next available representative. But {$29.00} late fee still appears on my account. Please remove it Read XXXX XXXX Sorry, looks like our wait times are longer than usual. Someone will be with you shortly. ?? Read XXXX XXXX You're now connected to : XXXX. Hi XXXX, Welcome to Citi Live Chat. We appreciate the opportunity to serve you. Can you allow me a moment while I review your request? How is your day? XXXX XXXX- XXXX XXXX XXXX XXXX XXXX Sure, I can check this for you. Please allow me a moment to review your account. XXXX XXXX- XXXX XXXX, I'm really sorry, I tried to waive the late fee but the system is not allowing me to do that and as a chat agent I have limited access over the chat. Unfortunately, the request for a late fee refund has not been approved due to a late fee refund or suppression already processed in the last 12 months. XXXX XXXX - XXXX Thanks for trying. Will advise CFPB of what I submit is CitiBanks unethical conduct in this matter Am online with them now. May I suggest you or your supervisors rethink. If not please confirm you wont so I can file my complaint with them Read XXXX XXXX I can clearly understand your concern but the system is not allowing me to raise the request if the system allows I'll be very happy to help you on this. Sure, let me go ahead and connect you to my supervisor. XXXX XXXX - XXXX You are now being transferred to the next available representative. You're now connected to : XXXX. CFPB is requesting date of original charge and when it was challenged.. Please providee?? Read XXXX XXXX I've checked your account and can see that your last statement was generated on XX/XX/XXXX of {$49.00} which is due by XX/XX/XXXX and we have not receive the payment by due date due to which you were charged the late fee on your account. XXXX XXXX - XXXX Please see long running dispute. It was a false charge. Flagged as such on line before it posted Told XXXX suspicion it was a phishing site. Read XXXX XXXX No goods ever delivered and that fact noted in online chats such as this XXXX online with them now. XXXX I suggest you or your supervisors rethink. If not please confirm you wont so I can file my complaint with them On line with CFPB. Read XXXX XXXX I can totally understand your concern let me check about the dispute so we can try to waive the late fee. XXXX XXXX - XXXX XXXX I know when did you dispute the charge? XXXX XXXX XXXX Before it posted which was back in XXXX I think At that time as Citi knew I was in XXXX Read XXXX XXXX Something Went Wrong, but we're working on it. Please try again later. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Please check the facts. Am happy to elaborate on any aspect XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10010
Submitted Via: Web
Date Sent: 2022-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I called Citibank to report some fraud charges that were made out state on my account, my wallet and everything inside was stolen from me, i mentioned to the bank that inside my wallet was a piece of paper containing my pin, the bank did their part and initiated my claim, to my belief was that all transactions were added to my claim, little did i know that the bank on their end did not add these 3 transactions, due to what reason i do not know, Bank issued come temporary credits and that's when i realize i wasn't getting all the credits i reported back, i call Citibank once again after i already had received my new card in mail and just to mention Citibank did not change my pin, only issued a new card. The representative that helped me told me that those transactions were not added to the claim when i clearly told them to add them, the failed to do so on their end, the person helping me then initiated a new claim for the missing 3 transactions, as they were not already taken care of, he did the claim and told me wait a 10 day period for credits while we investigate, i waited, days passed no emails no messages on mt Citibank portal nor mail to my address regarding this claim process etc., i took it on my end to call again to Citibank to get an update to find that my claim was denied due to not enough evidence, Citibank never reach out to me regarding evidence or anything in this matter towards my claim and denied it, Citibank is a bank and I'm a customer who reported the transactions i deserve to be treated fairly and get compensated back from my stolen monies, i ask for help to the XXXX XXXX XXXX to help reach an agreement with Citibank as me and my family can't bear this lost and its affecting us really bad, if you can come to a conclusion on all this and a better outcome me my family and everyone would appreciate it. We definitely need it right now with inflation and etc. it's really tsking a toll on us. Tranactions amounts and dates : 1. {$160.00} - XXXX XXXX, 2022 2. {$120.00} - XXXX XXXX, 2022 3. {$100.00} - XXXX XXXX, 2022 Total was {$390.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91744
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: On XX/XX/2022, I closed a secured credit card, named XXXX XXXX, with Citibank. At the time of closure I requested my deposit of {$2500.00} be returned. On XX/XX/2022 I received a letter from Citibank confirming the closure of the account but was informed Citibank would retain my deposit for 21 days per Citibanks policy. Under Regulation DD, 12 CFR 1030.2 ( a ), once the account is closed the {$2500.00} would be considered a depository account and are subject to Truth in Savings Act regulations. Per12 CFR 1030.2 of the Regulation DD, these funds are required to accrue interest until the funds are withdrawn from said depository account and returned to the consumer. I contacted Citibank on XX/XX/2022 at XXXX PST requesting either the accrual of interest or an immediate withdrawal and refund of the {$2500.00}. I spoke with a supervisor by the name of XXXX who refused to do either. I purport Citibank has used my funds for their institutional investment purposes and as such are benefiting from retaining my deposit for 21 days. Therefore the full regulations under the Truth in Savings Act apply and Citibank must comply.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94103
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: In XXXX of XXXX I agreed to have my Kitchen Cabinets remodeled with Home Depot. I made the purchase on their department store credit card They received my parts and came out on XXXX XXXX to complete the task. They botched the installation, mismeasured the cabinets and had to re order them. They re ordered them and came to install them again in XXXX. they did not fit again. The job was completely half done. And is not up to par with any sense of the word professional. I still owe XXXX dollars for this cabinets with their card and have been making payments on the job since XXXX of XXXX and I still do not have a kitchen. Today on XX/XX/XXXX someone was supposed to come and at least fix the doors at XXXX but no one showed up. I got blown off and when i called at XXXXXXXX XXXX the office was closed. They close at XXXX! I have had to live with out a kitchen all year long, an on top of it all the work that was complete in my kitchen looks horrible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93245
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
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: On XX/XX/2022 i purchased 2 garment bags from macys- using their credit card. On XX/XX/XXXX they claimed the items were delivered to me- they were instead delivered to a store. On XX/XX/XXXX i called Macys customer service and requested a refund and they agreed to a refud. On XX/XX/XXXX Macys emailed me denying a refund for the items- claiming it was delivered to me. The merchandise was never delivered to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am being sued for a debt on a Macys / american express credit card. it is being reporting on credit bureaus as AMEX/DSNB account... XXXX and the balance as {$3.00}, XXXX ( XXXX XXXX, XXXX XXXXXXXX XXXX XXXX XXXX XXXX ) I requested documents to verify this information. for the past XXXX XXXX neither Macy 's or American express were able to prove this account belongs to me and refuse to remove this account from all three credit bureaus ( XXXX, XXXX XXXX XXXX ). I requested from the credit bureaus to send me what information they have that this account is verify, and they have not. XX/XX/2022 I sent a letter to American express requesting information on this account and have not heard from them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10472
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A