Date Received: 2022-10-18
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: My Citi awards account was closed since I have had two payment issues in the last 6 months. I have checked with my bank and this is what seems to be the issue. a. I have autopay with Citi to pay full balance each month. I have been doing this for decades with Citi ( same acct since XXXX ) and do it with 3 other cards each month sucessfully. b. Citi apparently produces a substitute check instead of pulling the amount electronically. I have images of the checks they have submitted for payment. XXXX XXXX XXXX and XXXX the bank rejected the payments since the checks no longer meet the security standards. They told me this is a common issue with Citibank, but not with other companies. d. The Citi service center first told me I had to wait for a letter to see why acct was closed ( even though they call me and email me for other stuff ). Tonight I was able to open a case only after insisting I speak to a supervisor. The first agent said he checked with a supervisor about my case and I would have to provide them info to reopen my acct. When I asked for supervisors name, he said " We have a lot of supervisors '', so did he just flat out lie to me about checking with a supervisor? Very unprofessional and shady. e. The case id is XXXX filed on XX/XX/XXXX ( I guess its tommorrow at the call center ). She wants me to mail ( again the mail ) in copies of the check that Citi submitted to my bank, a check they produced ( remember I am on autopay, I did not touch the paper checks they are sumbitting. In fact the service center denies they are sending checks to anyone but cant tell me why my autopay is not working every month, or why it works some months. Also I do not want to submit more paperwork to them as it has acct info on it. They should know what they sent to my bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07666
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: Have someone from your Bloomingdales credit card executive office give me a call XXXX XXXX XXXX. I applied for a card and the system canceled it due to a duplicate I applied for in store. I called credit department got someone with an attitude and was transferred to a manager named XXXX The manager helped me was super friendly processed the application told me I was approved for both a store card and AMEX. I told him I wanted the AMEX card he approved the AMEX he told me and adjusted the credit line for my purchase. I got an email saying I got approved for the store card. EXCUSE ME??? No I asked for the AMEX repeatedly!!!!!!! And he told me would approved the AMEX. I called back and he told me Im so sorry I clicked the wrong button and chose store card not the Amex and now I have to reapply and hes going to work with a team called XXXX??? NO THIS IS NOT ACCEPTABLE. YOU SCREWED THIS BIG TIME. I WANT MY BLOOMINGDALES AMEX APPROVED LIKE I WAS PROMISED AND TJE CALLS ARE RECORDED. THERE ARE NO MISTAKES TO BE MADE RIGHT NOW. It is NOT my problem your agent accidentally clicked the wrong application selection and now I have the wrong account I want the Amex like I was approved for and this needs to be fixed!!!!!!! Now my card is shut down I was told they would open the AMEX and it hasnt happened they closed my card promised to remove the account from the bureau and approve the AMEX!!!! Fully documented that you guys screwed up and it hasnt been fixed!!!!!!!! I WANT THE AMEX CARD OPENED LIKE PROMISED BY YOUR CORPORATE OFFICE CREDIT TEAM!!! THERE IS ZERO EXCUSE FOR THIS!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89011
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I had a fraud claim that took 9 months for my Best Buy card customer service to resolve due to a problem with their own agents neglecting their responsibilities which caused the process to take 4/5 months longer than anticipated. I just now tried to complete a transaction that was not approved due to insufficient funds come to find out that this same company charged my account {$1200.00} instead of the agreed upon payment of {$120.00}. This caused my account to go into a negative and also caused all of the other bills I paid that day to decline and caused me to incur additional fees for those overdrafts with my bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14020
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-16
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: XXXX XXXX services has been attempting to collect 3 accounts which were previously disputed and removed from XXXX XXXX and original creditors. These accounts were opened fraudulently. I have requested original application showing my signatures. They have failed to provide documentation. They only provide an old statement which does not validate debt. They have also changed date from original creditors last payment date as these trade lines have gone past reporting statue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91910
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-16
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: On my XXXX Credit report is showing two credit cards that are not mine. Both are with CITICARDS CBNA One was opened on XX/XX/XXXX with the credit limit of {$11000.00} Other was opened on XX/XX/XXXX with a credit limit of {$16000.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91910
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-16
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, XXXX major outgoing wire transactions ( totaling {$49000.00} ) were made from my Citibank Checking Account that were not made by myself or any of the authorized signers on the account ( including my father, who is a joint account signer ). The details on the accounts are below. Citibank denied our claim of fraud and was negligent in recovering funds and working through their investigation. Account details : On XX/XX/XXXX, unauthorized wire transfers for {$32000.00} and for {$17000.00} was made out of my Citi Checking Account and sent to the recipients below : Cases opened with Citibank : XXXX for {$17000.00} XXXX wired to XXXX XXXX - XXXX XXXX XXXX account XXXX for {$32000.00} Money wired to XXXX XXXX XXXX XXXX XXXX XXXXXXXX Account We were never notified of any unusual activity, and all notifications on all our Citibank checking and savings accounts were disabled, except for the change of contact info. We did not have all of these settings disabled prior to the attack. We were not notified our settings were changed/disabled to be able to catch the fraud ahead of time. Citibank told us they do not keep audit log records of account level changes. We should have been notified when all the accounts were drained of their money ( inter-account transfers ) and definitely should have been notified when large wire transfers were initiated. Upon realizing all the money was stolen, we tried calling Citibank numerous times on XX/XX/XXXX and struggled getting through to their wire fraud division to help pull the money back. We tried calling Citibank all afternoon and had a horrible experience, which caused major delays in reporting the issue. The pending wire transfer was unable to be recalled due to the horrible phone system and extremely long wait times. We were transferred many times to different groups. Multiple calls were disconnected, further delaying the reporting and stopping of this crime. We were on hold for hours. The evening of XX/XX/XXXX, I called into Citibank, I was sent to the wire fraud reporting team which had a message that they closed at XXXX. It was after XXXX, so I was unable to report the fraud that night. Apparently we were transferred to the wrong group, as XXXX fraud department is open until XXXX ET. This was precious time that was wasted by Citi having a terrible phone system and customer support team. Wire fraud was reported to Citibank on XX/XX/XXXX in the morning once we got through their long wait time. Nearly XXXX hours had passed by this point, since we were not notified of suspicious activity and were unable to successfully report the fraud on the day of the crime due to the phone system issues and long wait times. Our case was sent to Citibanks IRU division The overall investigation was supposed to take XXXX days per the IRU. The investigation took almost 120 days ( from XX/XX/XXXX until XX/XX/XXXX ) with very little communication back from Citibank. See attached notes for details of call records. This period of time was very taxing on my family- it was months of not having access to our savings we worked so hard for ( money to pay bills, buy food, etc. ). There have been XXXX credits issued totaling {$15000.00} without any notification or explanation. I had to call into XXXX Fraud Department to find out what was going on. On XX/XX/XXXX - a credit was issued for {$7000.00} On XX/XX/XXXX - a credit was issued for {$8200.00} We are still missing {$33000.00}. On XX/XX/XXXX - I called into the Citibank XXXX and spoke to XXXX - Our case is almost over. The case is in your favor. No info on timeline. I asked to file a complaint since it was taking so long to be evaluated. This made us feel like we were going to get all our money back. We also filed police reports ( and obtained affidavits- attached ), an FBI report, and have opened an appeal with Citibank. Citibank has been unable to provide audit logs of those who have logged into our account and when logs of when settings were changed and notifications XXXX, etc. Citis communication and attention to detail is extremely lacking. We believe we deserve a full credit back of the remaining {$33000.00} due to Citibanks neglect in swiftly resolving this case and recovering the funds. Causing us to wait nearly 120 days from a case worker being assigned and being promised the case was in our favor led to immense struggle on my entire family not only financially but also emotionally and mentally. We have spent many, many hours on the phone trying to get our money back from Citibank, and we are filing a complaint at how poorly they handled our money being stolen via fraudulent wire transfers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30082
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: CitiBank notified me on XX/XX/2022, that my account would be closed and that within 60 days they would refund my money. As of today, XX/XX/2022, I have not received my funds, which means that the {$2000.00} that I transferred from XXXX Bank XXXX XXXX XXXX account to CitiBank does not earn interest. I request the immediate return of my {$2000.00} funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77081
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-16
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I keep getting interest charges even when I pay my statements balance in full by the due date. I called and discussed with the company and was told that I carried a balance. I took screenshots from the Citi app this month since I continue to be charged to show my payment making final statement balance of {$2000.00} and then {$0.00} owed by due date yet I was charged interest XXXX. I am asked for this to be corrected along with a review of other interest charges for this year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44133
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-16
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I ran into several issues when trying to open and now close my Citi XXXX card. I can not log in online, and by looking at emails I apparently now have two cards open based on the last four digits displayed. I never received, nor activated, either of these cards. I believe these are both closed, but I'm being charged their annual fee. I spoke several times to their customer service team and they told me I wouldn't be charged these fees, it would be credited back to the statement, etc. However, I keep receiving emails my fee is late, and the amount of the fee increases due to late payment. I called Citi several times letting them know this is hurting my credit but they say it will go away ( which it never does ). They are unable to send me any confirmation or they are unwilling to provide a confirmation number to reference the call. My last call to Citi was on XX/XX/16 and they told me to wait 3 billing cycles. I will keep being charged late fees and having a late payment on my credit history as they can not correct this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60515
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Home Depot reported me 30 days late when I have made a payment already. Not to mention my next payment is not due until XX/XX/XXXX of 2022 they are violating FCRA guidelines. I have proof of payment as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08060
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A