Date Received: 2022-10-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have been a client with Citibank for checking and a credit card since XXXX the fall of XXXX I missed payments on my citi card credit card and fell behind .I spoke with the credit card and explained that I was receiving a set amount of family support from my father, told them the amount and had to choose between my business fees for my small business to stay compliant ( bus license renewal etc ) and paying the card.They were not able to offer any more Covid plans so the account went past due.I began to stabilize the card to keep it open with the minimum amount required and continued to do so.Out of the blue Citi sent me an email on XX/XX/XXXX ( see attached ) saying if I met the minimum due on the credit card by XX/XX/XXXX the card would be current and I could start using it again.I was delighted and after I made the payment the card became current and I was able to use it.My credit score improved also.The payment was made on XXXX the weekend of XXXX XXXX ( XXXX ) I logged on to my account and there was a pop up saying I needed to update my information and " To avoid a block on your account, please take a moment to update your information. Thank you for partnering with us on this urgent request. " .I was shocked as there had not been to the best of my knowledge any prior requests ti update my information and started to update- The first question was : Please select a source of income that contributes XXXX percent or more to your total net worth.I checked the box for Friend/Family support.XXXX gave the name of my father and his birthday and source of his wealth ( investments ). I checked " yes '' to the question whether the investments were still owned.The next question was the issue : It asks for the current value of my fathers investments. My father is a high net worth individual and on the advice of his private bank did not want to provide that information to Citibank.Because I can not provide this information I have been informed that Citibank will not be able to do business with me- The account is not blocked yet but they will not relent.I asked the rep I spoke with if my fathers bank in NY could send a letter or fax with verification and something to assure them and she said she doesnt have a fax.These wires come from a well know bank in NY directly into this account .They have said they need all this for anti money laundering and federal regulations but I can not provide private financial details a third party ( my father ) does not want to provide Citibank.They want the " Current Value Of Investments " for my father. Because this is not being made available to give them they are planning on shutting my account and as the credit card is connected this will destroy my credit score and cause a future of enormous economic harm potentially making it impossible for me to keep/get bank accounts.It is outrageous they are demanding the net value of my fathers investments as he is not their client and they can easily see that his wires originate from a highly reputable bank in NY since they go directly into my account at Citibank through wire transfer.I fail to see how this is any of their business or how knowing the net value of his investments would help them fight money laundering or comply with regulations.There was nothing in my original agreement with them ( To the best of my knowledge ) addressing disclosing the net value of a third party 's investments if I was to receive financial help from family. He has been helping me since the spring of XXXX and I question why they would make my credit card current and then weeks later demand this information.I also do not see why a bank of Citibank 's size and sophistication could not take a verifiaction fax /letter etc from the account manager at my father 's private bank ( The woman I spoke with said " She didnt have a fax '' ) .I was speaking with their Citi Consumer Business Support Unit and verified with the main telephone number at Citiank that this was Citibank and was legitimate.I also logged in on another browser to make sure this was the Citibank site, Almost 30 years of being a loyal client and I am now being thrown under a bus because my father does not want to provide a bank he has no relationship with intimate details of his finances.If this is my experience beware because anyone who is going through a rough period and receiving financial support from a third party risks being treated in the same manner, being put in the same position and having a rough time made even rougher by the unexpected and unreasonable demands of this bank who now plans to drop me leaving a stain on my credit history and potentially flagging me because I can not provide them with information that is not available to me from a third party.
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: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: XX/XX/2022 Saturday Morning I called into Citibank to check status on my dispute to see if the received my fax that I sent to them about a dispute that I submitted gave my information and they verified my account. There after being transferred to the dispute department I gave my name while speaking to someone by the name of XXXX who was not so nice to me I then asked if he received my faxes I sent on XX/XX/2022 he said he didnt see any information on my account, I said sir are you sure I sent them after giving when he said theres nothing here so he was so rude I couldnt speak to him he disconnected the line on me. And I spoke to someone else in the disputes department there after asking if I can please be transferred to a supervisor of the disputes department they placed me on hold with someone who stated that they were a supervisor by the name of XXXX and I compliant about XXXX and asked her if she can help me while speaking to her their was silence and it was for a while. And I can hear people in the background speaking and or breathing. I hung up. So XX/XX/2022 after XXXX I spoke to a customer service representative at Citibank and explained to her that I wanted a supervisor to help me with my dispute and she asked for my name and I gave it to her. Her name was XXXX so she had me on hold and a supervisor by the name of XXXX came on the line we spoke about my dispute no issues and I did another dispute to which I was calling into do Saturday XX/XX/XXXX and didnt get no where, so she said lets work on the new dispute then I gave her the information and a answered questions then she gave me my complain number and the fax number and email where to send to for my dispute. And all went well and she told me that theirs no supervisors available on the weekends to assist clients. I said they told me some one was a supervisor so thats not good. So Tuesday XX/XX/2022 I made a purchase on my phone and it was for {$5.00} and it was declined after telling me to call in a number I call they ask me to verify all of my information and I said the purchase was made me me. They said they were sorry they had to transfer me to the Fraud department, ok cool so they transferred me after being on hold for XXXX minutes they said that Citibank will be closing my account and no further information is noted. I said wait what thats crazy. I said wait something isnt right. So then called again and called customer service again then was transferred to fraud department and it happened again with this Citibank is closing your account and will not be doing any business with you any longer we will submit you a check for any funds that belong to you. After that I went to the bank at XXXX XXXX XXXX XXXX XXXX spoke to a banker by the name of XXXX and she didnt give me a card so I had no way of having any information from her she called fraud department and they gave her the same information after I was told the bank would know why so from what everyone who assisted me they dont know who or why the restrictions were put on my account. So she gave me a number to call and called it dont know why I must wait 30-60 days for my hardworking money and from all XXXX that were sent to me and money Ive sent to my children who are in college and I have doctors appointments and I use medication and have rent to pay before XX/XX/XXXX due to me on a payment plan and family and friends paying me I lost my job I dont drive and now cant pay to go to any interviews and or doctors appointments to which I have a appointment on XX/XX/XXXX for a XXXX XXXX and I must see my XXXX on XX/XX/2022 and I cant because I have no money my only source of income is my Citibank account I really feel someone between Saturday and Monday after speaking on a supervisor did this. I use a XXXX XXXX and I Ned to see doctors in the city which is XXXX hour away from me. I have no one here in XXXX XXXX no family their in XXXX XXXX and for this to happen for no reason and kinda strange it happened right after I spoke to a XXXX who claimed she was a supervisor assisting me. And odd no information is on my account only restricted but no who what where when and why.
Company Response:
State: NY
Zip: 10801
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XX/XX/2022 tried to use my Citibank Debit card for purchase but was declined twice. We tried to use my wife Citibank debit card for purchase but also declined. We came home and called Citibank for explanation to see what was happening. They said account is blocked/ frozen at present point and wait till after XXXX XXXX weekend for issue to get resolved. XX/XX/2022 - Account closed by Citibank. No reason provided. Said we would expect a letter in the mail and outstanding amounts will be sent out via mail to registered address. XX/XX/2022 - XXXX letters sent out by Citibank ( arrived XX/XX/2022 ). One for Checking Account XXXX and one for Savings account XXXX. Context from letter attached- We periodically review customer accounts to assess the suitability of their banking relationship with Citibank. Pursuant to a recent review, it has been determined that we can no longer service your account ending - XXXX / XXXX and your other related Citibank accounts. If there are any funds that belong to you at the time of closure, Citibank will issue you an official check for that balance to the address on file. Sincerely, Citibank Fraud Department. This was the 1st mention of fraud for our accounts from the letter sent by Fraud Department. Citibank said over the phone they would provide a reason for closing account. This was not provided. Also with an alleged fraud matter, Citibank is obligated to provide evidence of fraud for us to challenge, explain, provide evidence of the contrary. This has never been provided. Merely, during periodic review, we can no longer service account. XX/XX/XXXX - {$50.00} Cheque for balance of XXXX account XXXX. Sent via XXXX with tracking number, received after XXXX delivery. XX/XX/XXXX - Additional phone call to see status of other cheque from XXXX department. Advised to be patient and wait for XXXX - XXXX business days for cheque. XX/XX/XXXX - Phone call to Citibank Fraud at XXXX EDT, spoke to XXXX. He said in order to access the remaining Checking funds, I would be required to visit my nearest Citibank branch in person to Verify my identity, my account and prove that the money in the Savings account is XXXX. Then I can fill a claim and request the refund be mailed to me by cheque. XX/XX/XXXX - Flew on XXXX XXXX from XXXX, KY to XXXX, IL. This is the nearest Citibank XXXX. Had appointment at XXXX XXXX XXXX with XXXX XXXX. XXXX verified my documents in order to prove my identity ( SSN, Passport, Drivers Licence ). Accessed my account and told me XX/XX/2022, checking account funds were withdrawn ( {$7800.00} ) and balance is XXXX. Account is officially closed. I requested tracking number, cheque number and expected date of arrival. XXXX called Citibank Fraud Department and spoke to agent who advised that there had been no cheque sent out, there is no XXXX tracking number and the funds are being HELD ( against my will ) and is being processed by the Ultra high fraud block. XXXX provided me the number to call this department however the number directs you back to normal XXXX channels and I am unable to speak to anyone in the XXXX XXXX XXXX XXXX department. XXXX could not provide any assistance as she explained that my Account had a {$0.00} balance and she could not return funds if there werent any. Citibank XXXX tell me that it has been elevated to the XXXX XXXX department and they can not provide me with any more information. XX/XX/XXXX- I flew on AA from ORD, IL back to XXXX, KY. XX/XX/XXXX - Called Ultra High Fraud Block department again this am to request an update, letter, evidence or anything to track down where my funds are. Was told to go into a Citibank office in person for this, they can not prove me any more information. As you can see, I am stuck in a never ending loop where Citibank will not accept responsibility or return my funds and directs me the Fraud Department and the Fraud Department will not provide evidence, says it is with higher division with whom I cant speak with and directs me to visit a Citibank branch in person.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40511
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: 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 the item ( front door and the installation ) from Home Depot located in XXXX XXXX NC, store number XXXX XXXX # XXXX. The total amount that appears on my XXXX credit card is {$1700.00}. The door was installed on XX/XX/2022 ( due to supply chain global issues ). However, the product installed is defective. The installer identified the defects of the product and documented them in the report that was sent to XXXX and its vendor XXXX. I have been in contact with the XXXX executive team as well as with customer service ( available in writing upon request ), however, there is no progress on the issue. I only have a contractual agreement with XXXX and with no other vendors XXXX uses, therefore, my complaint is addressed to XXXX XXXXhe cold weather is approaching and I still have big air gaps through the door and door frame. I have pictures and videos proving my concerns. This issue classifies as a false advertisement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27587
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Citi best buy : states that I signed up for " debt protection '' I called to cancel said feature and asked to be sent a copy of me signing up for said feature and got a response that they were unable to provide a copy of my agreement because of the age of my account opened since 2011. But according to their " records '' I did sign up for debt protection. So they granted no refund of any kind for the fee paid monthly which equates to {$30.00} dollars per month since 2011
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 832XX
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: CitiBank advised me by letter on XX/XX/22 that an account had been opened in my name in XXXX, NY and they put the account on restricted status until I could verify it. I live in Florida and had not opened such account. A check that had been sent to me from a law firm in NY was apparently stolen ( in the amount of over {$30000.00} ) and then someone using my identity opened this account. The account number is XXXX. The Citibank reference number for this complaint is XXXX. I advised Citibank of the stolen check and stolen identity in XXXX and was told this would be investigated and the account frozen. No funds had left their account, and they were to refund the money to XXXX XXXX where the check originated from. In XXXX I was told that my claim was approved but they were " processing '' the refund to XXXX. The maker of the check is the law firm of XXXX XXXX XXXX, in XXXX, NY. Two days ago I was again told by Citibank that the transaction is still under investigation and the refund is being processed. It is more than 120 days since this fraud was reported and Citibank still has not acted on returning the money to XXXXXXXX XXXX so that XXXX XXXX XXXX can issue me a new check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32746
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: 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: 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 ). 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. 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 update : XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX XXXX XXXX XXXX CA XXXXXXXX XXXX XXXX XXXX Date opened XX/XX/2021 Balance : {$920.00}
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: 2022-10-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: This bank is being run by some of the most unprofessional clueless idiotic folks ever. Calling them is like banging your head against a thick wall of stupidity. They have replaced their XXXX account fund transfer service with something that doesn't work at all. I had about XXXX accounts linked with the previous service and these morons deleted every single one of them forcing me to re add everything. And this new service is utter garbage. There are 2 options One option is to use plaid and give up your credentials. Even if I am willing to do that, you have to try multiple times and it might work in 1 out of 5 times at best. And you know how good $ XXXX is with keeping any credentials safe The second option which I always preferred is to use the trial deposit method. Since they moved to this new service, this option has been hopelessly broken and has never worked. And when you call them to ask about the error, you get totally stupid random answers. Their stupid website asks for all the details of the external account and then asks you to enter your full debit card number and PIN number and them tells you it is going to send trial deposits to the external account and then gives you this stupid " XXXX '' error. And then it logs you out of the $ hitibank website. Please see the attached pdf print out of this error. These are some of the reasons their idiotic agents have given me including some of their supervisors ( XX/XX/11 XXXX XXXX. - There is an issue with the browser. Try a different browser - There is an issue with the browser. Delete all cookies and try again - There is a technical bug with the website that they are working on fixing - There is a technical maintenance going on, please try again later - There is a restriction on your account, we need to transfer you to a different department. All they do is transfer you around and give you stupid excuses, they have no clue what they are doing. Just spoke to a supervisor who told me that the issue is with the external bank without even asking me which bank account I was trying to link. I have about XXXX other accounts and not a single one of them has worked with $ shitbank 's trial deposit method. It is such big waste of time as it asks for all the information and then says it is going to send trial deposits and then shows the same stupid error no matter which external bank you are trying to link with. I can take this non sense anymore. As I was typing this complaint, I got hold of someone sensible ( XXXX XXXX who confirmed that the " XXXX '' error is an issue on $ XXXX 's website and they are still working on fixing that. And it took an hour and arguing with layers of stupidity to get that simple answer. I asked XXXX to file a formal complaint against XXXX who twice told me the opposite, that the issue is with my external banks. Here is the reference number for that complaint XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07047
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: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act XXXX account # XXXX, has violated my rights. 15 usc 1681 section 602 states I have the right to privacy. 15 usc 1681 section 604 A section 2 : It also states a consumer reporting agency can not furnish a 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 late for any purposes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53212
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-11
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I did a did a credit report with XXXX and noticed it said i had a balance of {$9200.00} I have never had a credit card so this is wrong. It says i am an authorized user of a citibank creditcard that was opened in XXXX I was XXXX XXXX XXXX in XXXX I filed a dispute but they couldnt do anything apparently. I got a letter from citibank saying i needed the creditcard owner to remove me. I dont know how thats possible considering i have no idea who that person is.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 392XX
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A