Date Received: 2022-10-08
Issue: Other transaction problem
Subissue:
Consumer Complaint: XXXX received wire instructions to close on my mortgage from the settlement attorney. Submitted wire request online with Citibank. Reference number and request says will be reviewed by the next business day. Immediately called the bank at XXXX XXXX to inform was a transfer for a mortgage closing happening the next morning, asked that the transaction review be expedited. Was told nothing could be done to expedite. XX/XX/22 XXXX XXXX called the bank again about the wire. Bank account shows transaction pending. Tried to move other money out of that account, transaction was blocked because of the pending wire. Again told nothing I can do. Cant talk to the wires department. Cant escalate. Just wait. XX/XX/22 XXXX XXXX received an email from Citibank that they tried to reach out to me about the wire and I needed to call them or it would be cancelled. 1. They did not call me to discuss. 2. I called them at the number requested in the email and was told the email was sent in error there was nothing wrong with my wire request. Again XXXX cant talk to the wire department, nothing I can do, please just wait, it takes time. XXXX XXXX XXXX wire has still not arrived at settlement attorney. Called and spoke to the bank again. Nothing can be done. I ask to speak to a supervisor and none were available so I was told I would get a call back. No one ever called me back. XX/XX/22 XXXX XXXX- I call again about the wire. No progress. XX/XX/22 XXXX XXXX- I get an email saying they were not able to reach me and the wire is cancelled. ( Not one phone call was received from Citibank ) I call in and am told nothing can be done. To submit the transaction again. I try to ask how this new transaction will be different. Again impress how now Ive lost the opportunity to close on my new house and move in on XXXX long weekend and now cant close until Tuesday. Agent hangs up on me. XX/XX/22 XXXX XXXX- spend an hour on the phone with agent explained just how much hassle and money this has cost me to not close on time. They said the transaction was cancelled via an automated system that linked it to potential fraud. I explain I called multiple times to authorize it. I begged for it to be processed. Told them about movers, moving, and currently living in a temporary rental that Im scheduled to move out of, and the seller of my new property was ready to take their check and move across country today which is now also delayed. All things I shared in prior conversations that were ignored, blocked, and not cared for. My only recourse is to submit the request again and HOPE that Citi processes it this time. The delay in closing on this property is costing me thousands of dollars and another move to a temporary location instead of moving into the home I bought on time. The communications I received from the company were fraudulent. They said they called when they didnt. They cancelled my transaction without trying to reach me, and despite my reaching out to them multiple times to try and resolve the hold. They said they are trying to prevent fraud but if real customers, with real transactions that are time sensitive can not get their transactions processed and can not talk to the right departments to resolve the situation, the bank fraud prevention is broken. I have been taken advantage of, my money has been held hostage, and the lack of processing this basic bank transaction has cost me time, money, and great heartache. My only recourse is to try again which is ridiculous. This is a truly unacceptable customer experience. Please ask to review the call logs and see how much I begged them to process this transaction- did everything I could to authorize the transaction- only to be told they tried to reach me and couldnt so they cancelled the transaction. I will be speaking to my attorney about filing a small claims case to cover the wasted time and money that this experience has cost me, including time away from work to move since I now cant close until Tuesday. Consumers deserve better than this unreasonable treatment when processing basic bank transactions. Most consumers cant spend this amount of time in one day talking to the bank and asking them to do their job. It is unreasonable and injurious to consumers to be treated in this manor and I hope the CFPB opens an inquiry to this practice and issues a matter requiring immediate attention to Citibank to prevent future consumers from being harmed by their failure to execute appropriate fraud prevention practices that do not unreasonably harm consumers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2022-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-08
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 the first week of XXXX, I received a text from the Home Depot card fraud dept, asking if I've made a purchase for over XXXX. I said no and the fraud dept immediately called me. They advised another purchase for XXXX was approved the day before. After telling the dept. I was not at that store, did not approve or make that purchase and gave no one permission to do so, they closed the account, issued a new card and removed the balance from my account. They supposedly did an investigation and said I'm responsible for the charges. During the time these charges were made, 2 other card accounts I have were compromised. Both those accounts, one of which is also owned by Citibank as the home depot card is, removed the charges from my accounts and found me not responsible. Someone had also manipulated my identity, using a driver 's license photocopy with inaccurate expiration and issued dates to rent equipment from a rental facility I've never heard of. I was cleared of responsibility for this transaction as well. I have filed an identity theft police report with all this information included, froze my credit reports and had a fraud alert placed on all my credit reports as a result of this activity. Although I had paid off this card and not used it in quite some time and supplying all this info to the card company, they have refused to actually investigate and clear me of responsibility. I know my signature is not one that made a purchase, I'm also certain the stores security cameras knowing the exact time and date of the purchase, would prove it wasn't me while also identifying the people responsible for this crime. I feel the home depot branch of citi cards has been negligent in fulfillment of their obligations to ensure consumers are protected in their stores and in their investigation of fraud in my situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60014
Submitted Via: Web
Date Sent: 2022-10-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XXXX XX/XX/2022, I sent a sum of {$1000.00} to a XXXX XXXX after I was introduce to an crypto- currency investment for profits that I was convince to be legitimate type of investment. I sent {$1000.00} from Citi Bank account - XX/XX/2022 I found out later that this whole investment was a scam. I contact both bank right away. I have received a notice from Citibank that they are unable to assist in retracting the funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33143
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Citibank XXXX XXXX XXXX- has a huge credit on the account and I requested to either have the huge credit ( due to XXXX refund when insurance actually covered the cost ) moved to a different Citi card or returned to me. 2 weeks later and Ive been lied and it feels like they keep moving the goal post, this is unacceptable for a large company to do or any company for that matter. Details below : XX/XX/2022- XXXX returned an overpayment as my insurance ended up covering the full huge amount ( {$8900.00} ). The refund went to my form of payment which was Citi XXXX XXXX XX/XX/2022 - I contacted Citi to see if the refund/overpayment could be used on my other Citi XXXX XXXX they said no, I then requested the refund to my original form of payment to Citi when XXXX paid off the credit card charge. They said absolutely and that it would be resolved in 3-5 business days and that the balance of credit remaining of {$8600.00} would be returned to my checking account I originally paid the credit card off with. XX/XX/2022 - XXXX contacted Citi as I had not received my funds to my bank account and I need to use it to pay off the other credit card and they said on this will be resolved in 1-2 business days and that it was approved and sorry for the delay. XX/XX/2022 - I contact Citi as it had not been resolved yet and I was told the issue was it had not been approved. yet ( which the person Monday told me it had been approved ) and that I would have the funds that day, I asked the Citi employee again youre telling me Ill have my funds back today Thursday XX/XX/XXXX before I go to bed I can log into my account and ill see the funds in my checking account. He said yes thats correct. I asked again as thats weird for a bank to do anything same day and even said that sounds really weird and again he said thats correct today. XX/XX/2022 - XXXX contacted Citi they said it wasn't approved until yesterday and would be 3-5 business days, I requested a supervisor and asked to escalate and they said sir you will have your funds back in 3-5 business days so the first 3 people totally lied to me, why did 3 employees lie to me and frankly I have zero faith in them that this individual today wasn't lying. I asked the supervisor to enter a complaint for the issue and I also asked to speak to her supervisor she repeated that the funds would be coming back and I asked how is what she telling me any different than the prior 3 liars how and I to trust her, she said this is a recorded line so I can trust her, I then asked are you telling me the first 3 employees from Citi I spoke to and that lied to me werent recorded? Then she hung up on me. Horrific customer service, business practices, horrid levels of honesty at Citibank. This is unacceptable that a huge company just lies and messes with consumers!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60610
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: On XX/XX/XXXX of 2022, a balance transfer was completed from XXXX XXXX to Citibank on my behalf. I had the amount of {$3200.00} paid to Citibank from XXXX XXXX. The balance transfer was posted to the Citibank account before the end of the billing cycle. Unfortunately for me, Citibank is charging me {$40.00} dollars in interest on " standard purchases '', yet I haven't purchased anything with the card since the balance transfer, and the card doesn't carry a balance because the balance was paid in full. The card doesn't have an annual or monthly fee, so this amount they are charging me isn't a fee just for having the card. It's literally interest on purchases, which I should not have to pay if I had a {$0.00} balance on the card. I contacted Citibank about this on XXXX and XXXX and both times they refused to work with me in reversing the charge and insist I have to pay the {$40.00} in interest on a {$0.00} balance. I've done balance transfers in the past and never had this problem before, as long as the balance is paid in full before the end of the billing cycle and the account doesn't carry a balance into the new billing cycle. I'm so frustrated with Citibank. Their customer service is awful.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 558XX
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I made an initial credit card payment on XX/XX/30 for {$500.00}, which has not been reflected in the online account information under " available balance '' even though it's reflected in the " Current Balance ''. I received a credit card statement on XXXX, which reflects the payment in both the " Statement Balance '' and the " Available Credit, '' yet I can't make purchases because the payment hasn't been reflected yet in the online account. The funds have also already cleared my checking account, which happened on XXXX. The information that they're providing on the online account and the credit card statement is not consistent, and they are holding my funds hostage even though they have the money and it's cleared my account. Apart from this, this isn't the first time I've run into problems with their credit cards. This is just the first time it's impacted my ability to make critical purchases.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85032
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Money was not available when promised
Subissue:
Consumer Complaint: My Wayfair account balance has not been updated for over 4 months and is missing nearly {$100.00}. I have spoken to numerous agents at Wayfair and on four separate occasions was promised that after some amount of time, usually around 5 business days, the issue would be resolved. After the time elapsed, Wayfair did not update the account balance and emails sent did not receive a response. Later follow-ups did not reveal any information about the nature of their investigation into the issue and when I got far enough effectively reset the time I needed to wait. This is not an issue with Citi bank who have confirmed that their systems work. In addition the credit card terms are clear that Wayfair is responsible for account balances on their website.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 017XX
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was trying to purchase tickets to a football game via XXXX. Upon agreeing to an amount of {$300.00} for 3 tickets I unknowingly sent the XXXX payment to a scammer. The scammer sent proof of the tickets and eventually blocked me and my wife from their XXXX account. I called Citibank in less than an hour to remedy the situation but payment could not be stopped. I also spoke to their fraud department and there was nothing that could be done. I then spoke to XXXX and reported the fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: On XX/XX/2022 I received a notice as part of my billing statement on my Macys Department Store credit card. The notice indicated that the issuer identified on the card had merged into Citibank NA. The notice also stated that the annual percentage rate for purchases made after XX/XX/2022 would be 29.74 %. Such an interest rate is usury. I can not imagine any circumstances in which it should be legal for a bank to charge such a rate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 405XX
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I was looking at my Macy 's credit card statement and i saw a line item XXXX XXXX. I never requested this service or protection. I called the company and they will not cancel it. Apparently it has been in place multiple years. I need help to cancel and get the fees refunded.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77357
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A