Date Received: 2022-10-13
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 or about XX/XX/2022 several fraudulent charges appeared on my credit card ledger. These charges occurred in a city XXXX miles away despite the card being in my possession, and thus were reported as fraud using Citibank 's online banking system. Also, a new credit card with a new account number was ordered. The following week, ( on XX/XX/XXXX, XXXX, and XXXX ), XXXX new fraudulent charges appeared on my credit card ledger in and around the city in which I live, ( despite having not yet received my replacement card, and my previous card being cancelled ). I immediately flagged these charges as fraud, ordered a second replacement card, and locked my account using Citibank 's online banking system. I then reached out to Citibank directly using their online message window. The representative suggested that these charges " may have been pending at the time you initially reported your credit card information was compromised. '' A few weeks later, ( and I still have not received a replacement card btw ), Citibank calls me for a brief interview in which they ask me a series of boilerplate, yet condescending, questions such as " Do you know the person who made these purchases? ", and " Did you benefit in any way from these transactions? '' A few more weeks go by and I received a letter from Citibank stating that the charges in question were made using the chip in my credit card, and because " You had the card in your possession at all times '', they " do not consider them to be fraudulent. '' After receiving this letter I have made several attempts to appeal their decision, but have been completely ignored, so at this point I am filling a police report, closing my Citibank account, hiring a lawyer, and reporting their incompetence to you in the hopes that their fraud department can be compelled to do their job. I have also sent a letter ( see attached ) via certified mail directly to Citibank 's Security Services Department. The unresolved fraudulent charges are as follows : XX/XX/2022 XXXX XXXX # XXXX XXXX CA {$140.00} XX/XX/2022 XXXX XXXX XXXX XXXX CA {$130.00} XX/XX/2022 XXXX XXXX XXXX XXXX XXXX CA {$45.00} XX/XX/2022 XXXX XXXX XXXX CA {$15.00} XX/XX/2022 XXXX XXXX XXXX XXXX XXXX CA {$2.00} XX/XX/2022 XXXX # XXXX XXXX XXXX CA {$470.00} XX/XX/2022 XXXX - XXXX XXXX CA {$350.00} XX/XX/2022 XXXX - XXXX XXXX CA {$160.00} XX/XX/2022 XXXX XXXXXXXX XXXX XXXX CA {$53.00} XX/XX/2022 XXXX XXXX XXXX XXXX XXXX CA {$9.00} XX/XX/2022 XXXX XXXX XXXX CA {$3.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94609
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with Fair Credit Reporting Act, the following companies have violated my rights : XXXX XXXX Dept of EducationXXXX XXXXXXXX XXXX XXXXXXXX 15 USC 1681 Section 602 states I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states that a consumer reporting agency can not furnish an account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open-end consumer credit plan as a late payment for any purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
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: When I reviewed my credit report, I discovered that some of the information was erroneous. 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. The Experian credit bureaus must validate this account in line with Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) ( A ). It is not authorized to fail to validate this reporting account as unverified information without providing any proof within the period allowed by law. The account need to investigate and correct from erroneous reporting in my file are listed on my credit report : XXXX XXXXXXXX Date opened XX/XX/2021 XXXX : {$1000.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90022
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/2022 I was a victim of fraud and identity theft. Someone by the name of XXXX XXXX hacked into my XXXX XXXX and Citibank checking accounts and illegally transferred money via XXXX, to her bank account with XXXX XXXX. XXXX XXXX is not someone I know personally, but apparently, she set up a XXXX customer account with her bank ( XXXX XXXX ) using my email address ( XXXX ) and sent {$1800.00} from my Citibank Checking account to her XXXX Bank. I do not know, nor have I ever sent money to XXXX XXXX. I was able to successfully dispute the fraudulent transactions with XXXX XXXX, but Citibank keeps denying my claim and states " ... {$1800.00} were sent in accordance with your instructions ''. I have been fighting this transaction since it happened. I did not authorize XXXX XXXX to access my account, I did not authorize her to use my email address to set up a XXXX account with XXXX Bank, I am not a XXXX Bank customer and I did not send this money to this person at all. I have disputed this transaction twice with Citibank. The most recent dispute ( Claim # XXXX ) was denied and I was advised no fraud took place. I've sent in a copy of a police report showing someone accessed my account, a copy of my fraud report with the credit bureaus, proof from XXXX Bank that XXXX XXXX ( their customer ) set up a XXXX account using my personal email address, proof that my passwords were comprised from a report, and the letter Citibank sent its consumers showing they are aware of XXXX scams that are taking place. Citibank is refusing to reimburse me for this fraudulent claim and is violating my rights as a consumer. Per XXXX 's legal website " XXXX transactions are covered by the EFTA and Regulation XXXX ''. This transaction falls under EFTA and Regulation E and Citibank is violating my rights as a consumer by not reimbursing me for an unauthorized EFT. I followed the 60-day rule and reported the fraud the same day this took place, on XX/XX/2022. I called Citibank on XX/XX/2022, after my claim with Citibank was denied again, and spoke to a Supervisor named XXXX in Client Relations ( Claim ID XXXX ) and was advised they aren't required to reimburse for fraudulent transactions that were conducted using XXXX. According to the EFTA and Regulation E that is not legally true. The Supervisor also suggested I ask the person that scammed me, XXXX XXXX, to reimburse me for the funds. How degrading and unlikely. I am the victim, but should ask the person that conducted the fraud to reimburse me? How, when they used my email address to set up a fake account? As of today, Citibank has closed my account due to it being overdrawn. Citibank initially provided me with a credit for the {$1800.00} and then reversed the credit after they denied my claim, which put my account in the negative, and now they have closed the account. According to the letter they sent to me as well, they will be sending this to a collection agency - even though the reason my account is overdrawn was due to negligence on their part and violating my consumer rights.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22304
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: BELOW is the letter I sent to XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX ( all CitiBank executives ) on XX/XX/XXXX. _________________________________________________________________ XX/XX/XXXX Good Morning : My name is XXXX XXXX. I have been a Citibank customer since XXXX having opened a CitibankXXXX XXXX XXXX card. On XX/XX/XXXX, I received an email from Citibank offering a promotion. The offer indicated that if I were to open a Citibank Gold checking account and meet certain requirements, I would receive XXXX miles added to my XXXX XXXX XXXX miles account. The requirements, as I understood them ( and confirmed with one of your customer service representatives at the time of opening the account ) are outlined as follows : 1 ) Spend {$1000.00} via Gold debit card ( card accompanying the checking account ) 2 ) Make bill payments for one or two consecutive months ( to be set up after debit card arrives ) 3 ) Maintain account for a minimum 90 days 4 ) Optional : Close account after XXXX miles added to account I opened the Gold checking account on XX/XX/XXXX. I received the debit card in early XXXX and initiated bill payments beginning XX/XX/XXXX. In the month of XXXX, I made bill payments to three companies totaling {$1100.00} and in XXXX, my bill payments to five companies totaled {$1900.00}. I believe that I fully met the Bill Payment requirement. I enrolled my CitiGold Debit Card as the selected payment method for XXXX payments. My debit card purchases from XXXX through XX/XX/XXXX totaled {$1300.00}, excluding the XXXX payments Having believed that I had fulfilled the requirements of the promotion offer, I waited until the end of XXXX for the XXXX miles to be added to my XXXX XXXX miles account. On XX/XX/XXXX I contacted CitiGold about the fact that the miles had not shown up in my AA account. I was informed that the payments made via XXXX are not categorized by your definition as a Debit Card Purchase. Please note that my debit card spending exceeded the {$1000.00} requirement, NOT counting the XXXX spending. The agent with whom I spoke initiated an investigation and filed my complaint. As of XXXX, I had not had a response from Citibank, so I called again and was informed that my request had been denied, that I had not met the requirements and that I would not be given additional time to meet whatever requirement I had not fulfilled. Again, the emphasis for not meeting the requirement was that XXXX purchases are not considered debit card purchases. I ( and other consumers ) would not be aware of your internal processing terminology, but certainly making payments from my Citi Gold Debit card via XXXX is a debit card transaction. How would any consumer know that you dont characterize it as such? I asked one or both of these customer service representatives if they could send me a copy of the fine-print terms of the promotion and I was told that they could not send the terms to me, but that I could go into a banking office and ask for the terms there. Because I left for vacation on XXXX and returned XX/XX/XXXX, I have not yet gone to a banking office. Today I found in my CitiGold on-line mail account a letter dated XXXX indicating that my debit card purchases of {$1000.00} were not made within specified timeframe. This is the first time I have heard that there was a specified timeframe for debit purchasesin my several phone conversations with your customer service representatives, the issue has been that the XXXX purchases dont count. Never has there been a discussion of a timeframe associated with meeting the debit card requirement. If I had understood that there was a timeframe requirement for making debit purchases, I would have ensured that the requirement was met. I received a letter in my Citi on-line mail dated XXXX. The letter ( although the content is now missing in my mail account ) indicated that, as best as I can remember it, in order to continue my Citi Gold account, I would need to deposit {$200000.00} into the account. I do not know anyone who would keep {$200000.00} in a checking account. My conclusion is that the promotion offer was nothing more than a scheme to lure customers into opening a checking account and later making a deposit of XXXX I am disappointed in how this promotion offer and investigation/outcome has been handled. I request that the XXXX miles be added to my XXXX XXXX account immediately. I am hopeful that you and your colleagues can find some way to resolve this situation for me and that you will value the fact that I have been a customer since XXXX. Best regards, XXXX XXXX XXXX _________________________________________________________________ UPDATE As of today, XX/XX/XXXX, I have received no response from any of these executives or any other Citi representative. Since sending this email, I visited the local Encinitas CitiBank office ( on XX/XX/XXXX ) to request a copy of the specific terms of the promotion and was informed by Citi employee, XXXX XXXX, Head Concierge, that on-line promotion information is NEVER sent to the banking offices. Obviously this is in direct conflict with the information I was given when I discussed my complaint with Citi representatives by phone in late XXXX. At that time, I was told that the on-line representatives were not permitted to send promotion material and that I should go to the banking office to get it. I believe that my complaint falls under XXXX. I met the criteria requirements and then was given different explanations for what didn't meet the criteria, I was told by the phone contact in XXXX that she was not permitted to send me the terms of the promotion, that I should go to a banking office to get them and the banking office representative indicated that terms and information about on-line promotions are never sent to the banking office.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92024
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: My father passed away earlier this year in XXXX. I am his sole beneficiary, POA on the account, and am managing his estate. I have provided documentation and death certificates to Citi to prove that the account owner is deceased. Over the course of the last three to four months, I have been trying to close my father 's checking account with Citi Bank. On numerous instances with online chat and over the phone, the request has been denied. They have assured me multiple times that the account will be closed, but each time it remains open. Now, they have started assessing fees ( $ XXXX ) to the account because there is no balance in the account. I have made an earnest effort to close the account to no success and I am hopeful that the CFPB can help close the account and put an end to this drawn out process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48108
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
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 did a purchase on Best Buy on XX/XX/2021 and return the item on XX/XX/2021, I have proof of the merchant that they they received the item, but they never did the refund the credit card is manage buy Citibank I have been calling them for a year, trying to fix this matter I open disputes, upload documents about the refund d but they dont t do anything. Every month they call me telling me that Im late on my payment ( thats the only and last transaction I have with that credit card ). They already damage my credit score report sending flags that Im late .. they also sent a flag that I did a settlement with them. Im very frustrated I really dont know what to do every time I called they transfer me with several people but know one help me or resolve this matter Im desperate.. as I told you they already messed up with my credit score. I already talk several times with Best Buy store they messed up with the return because XXXX pick up the item but didnt explain were they return it I told them thats an Internal mistake why that is affecting my refund .. they told me they already process the refund transaction but Citibank dont fix it, because they said they didnt received the refund transaction from Best Buy. And this is the never ending story, since a yea ago I already cry, Im angry, Im frustrated! Please help me!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90638
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/22 I attempted to make an early payment on XXXX XXXX Citibank credit cards that I have. I was blocked from access to my accounts and called customer service to ask what was going on. I was told that my accounts were closed and under attorney control. I have spent over XXXX hrs. the past XXXX days trying to find out why this has been done. Both of my accounts are current. They have never been delinquent or over the credit limit. There was NO Reason for my accounts to be sent to collections and I did not close them. I cant get answers from anyone at Citibank as to why they have done this to me. I also have no way to make payments on the cards because they wiped me out of their system and blocked my access on line. I need answers NOW and a way to make payment. My next payment in due on the XXXX of this month and I have no way to pay it. Please help me!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32308
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act, this creditor ( CBNA or CitiBank North America ) has violated my rights. Under 15USC1681 Section 602 states that I have the right to privacy. 15USC1681 Section 604-A Section 2 also states that a consumer reporting agency can not furnish an account without my written instructions. Under 15USC1666B, a creditor may not treat a payment on a credit card account under an open-ended consumer credit plan as late for any purpose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30315
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: Home Depot wrote off my debt of {$3600.00} more than 8 years ago, this company XXXX XXXX XXXX bought the debt for pennies on the dollar, they have been calling me numerous times, sometimes before XXXX. They want to collect this debt. I am XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. This is not good for me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 349XX
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A