Date Received: 2022-10-25
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I used my Citibank XXXX XXXX XXXX to purchase new XXXX XXXX for myself and my wife. I received no fraud alert during the purchase. However, upon attempting to activate said card for mobile payments I was told that this was a fraudulent request. They told me that they would be unable to verify my identity because I did not have other Citibank accounts, and that unless I was willing to open new Citibank accounts I would not be able to use my card as I intend. What bothers me is that no fraud alert was issued when I used their card to spend over {$2000.00} - but that attempting to register the card on a separate device ( that may charge a lower " swipe-fee '' than they are able to charge on their own ) triggered the alert. Additionally, their only method of verifying identity is having additional accounts with their bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85022
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I contacted Citi as I believe I inadvertently applied for a credit card while servicing my existing account and received an inquiry dated XX/XX/2022 from Citi. I contacted customer service and they communicated that they do not see anything regarding an application or an additional card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I applied for a Home Depot credit card through citibank online and used my card in store with my ID in XX/XX/XXXX. I tried to get an increase so that I was able to purchase an oven but citibank refused and stated i needed to verify my identity which i did with the rep that I was sitting in front of in the store. The rep on the phone proceeded to tell me that my phone has to be in my name in order for them to text me and verify me. My phone is in my business name. Everyone does not have their phone in their name for various reasons so how dare them. So, I've received my card in the mail, various coupons but no letter from citibank. These people have continuously lied to me about sending correspondense and saying they will call my phone and they never do. They are intentionally sabotaging me. I have connected my bank account to my home depot card and even paid my first bill but they didn't stop that now did they. They took my money perfectly fine. I have verified my identity with several reps at Home Depot and they said that is not good enough. Then today XX/XX/XXXX a representative proceeds to tell me that they will send the XXXX letter to my address, not what i signed up with but the XXXX has. Excuse me, my address is listed on my credit report. This has been nothing but harrassment for a measly {$500.00} credit limit. This is the worst card ever and I do not recommend any one apply for this card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23235
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Spent hours on the phone, multiple calls, multiple attempts requesting to close my savings account due to poor customer service and company refused to close my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Account shows as a charge off and not Paid in Full.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91763
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: XXXX XXXX case ( XXXX ) on this account was marked " closed '' but the issue was not resolved satisfactorily. I then submitted a new case ( XXXX ) accordingly, only to receive a curt response that " This complaint lists someone the company does not recognize as their customer or their customers authorized representative. '' If they are sidestepping the issue due to an email address not matching, that issue is now fixed with this re-submittal. Suffice to say, as a joint owner, I am 100 % qualified to act as representative on this account. While there was opportunity to provide " feedback '' on the original case 's closure, it seems like Citibank still needs to explain the refund rationale and, more importantly, further refunds are still due. I find it curious that Citi has chosen to refund an apparently-arbitrary and only partial amount of the fees charged. Further, they provide no explanation as to why they think only such a partial refund is warranted. I want everything refunded. This issue / complaint arose because they have a broken process and no effective controls to prevent this bad outcome ( that being improper migration of children from XXXX to adult deposit accounts ). I might even say we are broaching XXXX territory here, frankly, to the extent that insufficient notice was provided and the product migration to a level of monthly fee that is exhorbitant itself defies common sense and fairness. Not withstanding the foregoing, I also submit that they had established a PATTERN OF PRACTICE for years where there was no fee whatsoever on the account. I don't think they can simply fall back on a passive " well, it's in our disclosures '' as just cause to implement these fees. It's also not clear the extent to which they apprised directly the newly-adult joint owner on the account of the fee implications ( such as a welcome letter delineating change in terms ). Since XXXX of XXXX, there have been 14 charges of monthly service fee @ {$25.00}. In response to prior CFPB complaint they did refund 7 ( as well as a courtesy single-fee refund done in XXXX unrelated to the Complaint ), thus 8 total refunds. Citibank provided absolutely no rationale for how they chose to refund only 7 of the fees in the original response, though later apprised me, perhaps due to my feedback lamenting the same it was " courtesy ''. IT SEEMS TO ME THAT IF 7 MONTHLY FEES WERE VALID TO REFUND, THEN SO TOO SHOULD THE OTHER 6 ( again soon 7 after XX/XX/XXXX cycling ). Therefore, I believe Citibank should still refund another {$150.00}. ( 14 fees @ {$25.00} less 8 already refunded = XXXX {$25.00} ). This is exactly the kind of frustrating thing the XXXX XXXXXXXX loves to write about, so maybe I'll get some action via them. Original complaint : My son turned XXXX in XX/XX/2021. He had a XXXX checking account on which I, his father, was responsible individual. It was not an active account but had collected hundreds of dollars of funds that were birthday & holiday gifts over the years from relatives. Upon turning XXXX, his account matriculated into some kind of higher-end Citibank " Priority '' checking account with a ( whopping ) $ 25 monthly service fee. It looks like since his turning XXXX a year ago he has been charged that fee 13 times ( and one was refunded out of courtesy ). When I log in online I can still see the account as I guess I'm still an authorized signer on the account. I don't believe Citi has a good process to right-fit customers that become adults in this situation. A {$25.00} fee amounting to hundreds of dollars charged in the last year is unconscionable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Made electronic payment from my XXXX XXXX XXXX to Citi Cards account. Citi has received payment, payment cleared my XXXX XXXX, but XXXX won't post payment for 2-3 days. This payment was originated on XX/XX/2022, cleared my XXXX XXXX on XX/XX/2022 and has yet to post to my Citi account. Previous payment ( electronic ) originated on XX/XX/2022 from same XXXXXXXX XXXX/same account credited to my Citi Card account XXXX XX/XX/2022.
Company Response:
State: AL
Zip: 35007
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I initialed an external bank transfer of {$15000.00} on XX/XX/2022, at XXXX XXXX through Citi online and canceled it on XX/XX/XXXX at XXXX XXXX through Citi online. I received the cancellation confirmation, but the fund is unavailable ( pending ) until XX/XX/XXXX. I have called Citibank six times since XX/XX/XXXX and chatted online several times, and each time I was given misinformation : many agents told me that the transaction would be settled within a day or two, and an agent even transferred me to the dispute department who told me that I need to file a dispute instead. The information is very confusing and contradicts each other. I filed a previous complaint on XX/XX/XXXX ; the company responded on XX/XX/XXXX, but misstated that the cancellation request was done " through a third party '' and thus " may take up to 3 to 5 business days. '' In fact, the cancellation was requested through Citibank. Moreover, the {$15000.00} fund was pending for two weeks, much longer than the timeline.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I made a wire transfer for {$3000.00} from my Citi Bank NA account to my Citibank XXXX account on XX/XX/2022. This was to pay for my expense in XXXX. The wired money did not reach my Citi Bank XXXX account. I called Citi Bank XXXX many times and I was told they could not trace the transaction. Citi Bank XXXX told me they had reached Citi Bank NA but were not able to resolve. I could not use the fund when I was in XXXX. I came back to the States on XX/XX/XXXX. I called Citi Bank XXXX and was told there was a problem with the account number. I had fat fingered the account number. I was given two options, 1. Fix the account number which will take 10 - 30 days 2. Cancel the transaction which would take max 10 days. I chose to cancel, because I had to pay back the money I had borrowed from my family during my visit. It is XX/XX/XXXX today and after several calls to Citi Bank XXXX, I am asked to be patient and I am told it will be resolved soon. I spent a lot of time ( more than 10 calls to Citi to check on my wire status ) and I am also told I will be paying currency conversion fee twice for a fund I could not use while I was visiting XXXX. Shouldn't the wire be returned back as soon at it was determined that the account number of incorrect. When I asked the service desk for an escalation process, I was told they can not do anything about it. when I asked to be transferred to a XXXX, I was transferred to some person in the XXXX office, who was taking a cold call from me. I started all over about the issue with this person. He then read to me the notes from the offshore call center log.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60047
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: In Early 2022, I opened a Citi Gold account from one of the referral links online, I received a deposit of over XXXX in the initial few weeks. Product was Citi Gold account and I had provided all personal information to the bank before opening. On XX/XX/XXXX XXXX XXXX in the morning I received two consecutive emails from Citi Bank stating all my accounts with Citi will be closed without stating any reasons etc. I called the bank next day and they said nothing they they can help me with and that I have to wait for the letter to come in mail. I told them all transaction on my account are legit and there is no fraud or anything I noticed. Citi gold account comes with special privileges where in dedicate reps are assigned to each customer, None of my assigned manager made any contact with me over several months of account opening. My checking account got suddenly blocked by Citi stopping me to be able to use my own funds leading me to use high interest loans for financial commitments. I am very disappointed by the treatment provided and lack of professionalism by Cit bank staff including Senior Account reps. On XX/XX/XXXX ( letter dated XX/XX/XXXX ) I received a letter from Citi stating they noticed some fraudulent activity with my account and I need to call a number provided on it, when I called that number they connected me to another Citi group who then directed me to go to a local Citi branch and they cut the call on me abruptly when I asked who should I meet at the local Citi branch. This is the worst customer experience I ever had with a largest bank in the United states. To resolve the problem, I would appreciate if my account rep from Citi bank should contact me and inform me on next steps. I am fine with closing the account but have no idea what happens to my funds in my checking account. Some minimum level of customer care is expected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90620
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A