Date Received: 2022-10-08
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I went to make a purchase using my debit card on XX/XX/XXXX, and it was declined even though I knew there was money in the account. Later that day, I tried making an ATM withdrawal to see if maybe it was the business ' terminal and was again declined. When I called CitiBank I was told a block was placed on my account and then it was determined to be frozen for closure. I asked why I was never notified or given a heads up and was repeatedly told " you will receive a letter in XXXX business days with an explanation of the decision. '' I have called several times since and spoken to the fraud team who said a special department is who placed the block and that they ( fraud team ) did not have access to any of the details regarding the matter. There is supposedly no direct line to that department either. When I called the main customer service line on approximately XX/XX/XXXX to file a formal complaint, the only thing they were able to tell me ( which was more than ANYONE had up to this point ) is that the case was closed on XX/XX/XXXX and suggested I give them XXXX more days for a letter to be received before calling again. When XX/XX/XXXX arrived and still no letter had been received, I called the fraud department again and demanded I speak to a supervisor after the agent told me that my account was " frozen for closure '' on XX/XX/XXXX. The agent said that talking to a supervisor was not going to result in more information or a different answer, and the supervisor confirmed that when he rudely spoke to me on the phone. I have now had no access to approximately {$1400.00} for a month... I am a XXXX mother of XXXX XXXX children, behind on bills, and barely make it getting paid twice a month. CitiBank continues to give me the run around and not providing any answers or solutions. The request was made by myself more than once to have my funds released and have been told " you will receive a letter and a check if anything is owed to you in XXXX days of closure. '' There are no physical, brick and mortar branches that I can go to and have this resolved or I would have already done that. I informed CitiBank that I would get a lawyer involved if I needed to, and again was told " you will receive a letter explaining the decision. ''
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: 2022-10-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: Disputed with the company via XX/XX/22, Disputed with local credit XXXX XXXX removed the transaction from the consumer report but left an account that says below : ( XXXX XXXX XXXX ) 15 U.S.C 1602 ( g ) there is no valid proof on the evidence of indebtedness with this credit transaction. 15 U.S.C 1602 ( k ) I was not provided an adequate notice that clearly showed I owed this debt, and because of this, I made an uninformed decision by a computerized agreement. 15 U.S.C 1602 ( p ) unauthorized use because I did not benefit from this transaction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 24017
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: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: Got accepted for Citi AAdvantage XXXX XXXX. Citi will not activate card or close card or send letter in a speed fast enough to catch my location on 100 % travel.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75044
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: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened a Citibank XXXX Checking account on XX/XX/22. Since then I have connected my direct deposit to the account, and have used the account to pay various bills and make any transfers needed for an upcoming move. As far as I am aware, I have not violated any terms of service with Citibank. Today I received an email stating that my account will be automatically closed within 60 days due to violated terms, however the violation itself was not stated. My account is now locked, and I have zero access to my funds. I have spoken with multiple reps across different teams and no one will tell me anything. As expected, I am rightfully XXXX, and need my account reopened expeditiously. Please assist, if possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-06
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 am writing about a problem that I have had with getting Citibank to pay out a refund of {$2300.00} for a fraudulent charge made on my elderly mother 's credit card back on XX/XX/2022. Note that I have power of attorney for my mother 's account. Citibank has agreed that the charge was fraudulent and to pay the refund. However, they have stil not paid the refund as of XX/XX/XXXX. Each time I call them, they have indicated they have closed the issue, but, when questioned, agree that they have not paid the refund and reopen the issue, only to close it again without paying. The frustration is compounded by the fact that the fraudulent charge was allowed by Citibank despite the account already having been locked due to prior fraudulent charges that we noticed. This appears to be an error with Citibank 's fraud handling system. The system is designed so that recurring charges ( e.g. monthly membership fees ) can still be posted by vendors even if the account is locked, but the system makes mistakes and sometimes allows repeat fraudulent charges to be posted even if the account was locked from a prior report of fraudluent use of the credit card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02474
Submitted Via: Web
Date Sent: 2022-10-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-06
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: This complaint is regarding Citi 's dispute review process. I believe Citi has not followed their own dispute policy of resolving dispute in a timely manner. In XX/XX/2022, I booked a flight using my Citi XXXX XXXX. That flight later got cancelled due to the war in XXXX. I have contacted the booking agency for a refund which did not return my calls and did not answer my messages. I later disputed this charge with Citi. I submitted my dispute in XXXXXXXX XXXX and later called Citi to confirm my dispute was opened. They confirmed. On XX/XX/2022 I got a letter from Citi requesting evidence for my case ( which now has a number XXXX ). I emailed my evidence on XX/XX/2022, that letter included screenshots showing my cancelled flight info and my messages with the merchant that remained unanswered. Over the course of the next 3 months I called Citi twice to check on the status on my dispute and got the same answerit 's beeping reviewed. At this point my case is way outside the dispute window Citi claimed ( 30 days ) and my it remains unsolved. I have called Citi billing disputes again today, XX/XX/2022 and spoke with a supervisor named XXXX XXXX refused to give last name but claimed to be the only supervisor in billing disputes and provided code XXXX ), who told me that Citi has received my evidence on XX/XX/2022. I told him that the evidence was sent on XX/XX/XXXX, for which I have a record and he could not explain the gap. His best explanation was that it took a long time for my evidence to be scanned in ( mind you it was submitted electronically ), he told me that from here ( or rather from submission date ) cases take 10-12 business days to review, but could take as much as 30. My case remains open. In the documents attached to this request you can find a screenshot of my email providing requested evidence send on XX/XX/XXXX. There's something off about dispute process at citi, a claim submitted in XXXX should not take 8 months to be resolved. My evidence sent in XXXX being processed in XXXX, full 3 months later is odd. I kindly request Citi reviews my case an offers an explanation of the issue as well as a timely resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94107
Submitted Via: Web
Date Sent: 2022-10-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-06
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Original creditor is XXXX XXXX XXXXXXXX XXXX. Opened on XX/XX/2019. In collections with XXXX XXXX XXXX. The amount is {$1200.00}. I have been the victim of identity thief. I have received alerts of my information being on the dark web. Fraudulent accounts have continued to be opened in my name using my information. I attempted to gain more information about this fraudulent account through XXXX. No additional information could be provided. I disputed this collection with XXXX. I have locked my credit to prevent more fraudulent accounts from being opened using my personal information. I did not open this account, nor did I authorize its use.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89031
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-06
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I purchased two items online from Best Buy using my Citibank Best Buy Credit Services Card ( XX/XX/22 and XX/XX/22 ). XXXX was to deliver them. Neither item were delivered and the status for the items were listed as " delayed ''. A week later, I had XXXX run traces on the items and was told that they were " lost ''. At some point later, XXXX changed the " tracking status '' from delayed indefinitely to " delivered '' and backdated the delivery dates to XX/XX/22 and XX/XX/22, with no record of the " delayed '' status appearing in the history of the item. This is FRAUD! Best Buy told me to take it up with XXXX. XXXX told me to take it up with Best Buy Credit Services. Best Buy Credit Services claim to have conducted an investigation but all that entitled was printing out a copy of the fraudulent delivery status. I submitted additional documentation showing that the date was backdated and no action was taken. Every time I call Best Buy Credit Services ( Citibank ), I get a call center and am " transferred '' time and time again to other call centers. I have asked for contact information for their Corporate office and for their legal division, but they refuse to help. I have also filed complaints with XXXX against XXXX, Best Buy, and Citibank
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21075
Submitted Via: Web
Date Sent: 2022-10-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-06
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Citi keeps delaying resolution. First 5 days, now 15. They lure new customers with promise of bonus. They have taken my money hostage, closed my checking after 3 months rather than 12 without asking, sent letter that insisted I deposit more money in my savings, did because thought related to bonus. Another agent said I really didnt have to add more money go figure. Turns out it gives me premier account with relationship manager which I never asked for. They say bank tried to deposit in my checking in XXXX but closed so transaction failed. Why did they close and why didn't they put in savings? XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. All I want is my bonus cash as they promised. Should really be > {$750.00} since they made me deposit more. I feel scammed. [ Furthermore, my sister is also dealing with this same issue and waiting for her bonus. ]
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2022-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-06
Issue: Other transaction problem
Subissue:
Consumer Complaint: Here is a timeline of the most important actions regarding the XXXX {$160000.00} wired to XXXX, to beneficiary XXXX XXXX XXXX : XX/XX/XXXX Wire was sent in XXXX, with Senders Reference Number XXXX - XXXX - XXXX, XXXX Reference Number XXXX -Confirmation Receipt attached-. XX/XX/XXXX Amendment XXXX message was sent with field XXXX Remittance Information to credit funds as follows : XXXX : XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Reply from XXXX XXXX XXXX, XXXX, in XXXX XXXX was : PLS BE ADVISED THAT UNFORTUNATELY WE ARE NOT ABLE TO ATTEND YR AMENDMENT REQUEST SINCE YR XXXX WAS ALREADY EXECUTED WITH YR ORIGINAL INSTRUCTIONS. AMOUNT PAID TO XXXX XXXX XXXX ( FEES DISCOUNTED AS PER YR FIELD XXXX OF YR XXXX ) VD. XXXX UNDER OUR REF. XXXX. XXXX XXXX XXXX XX/XX/XXXX As per beneficiarys request, we opened a XXXX to XXXX the wire. XXXX XXXX XXXX. No response from beneficiary bank. XX/XX/XXXX A second XXXX request was sent. XX/XX/XXXX A third XXXX request was submitted. XX/XX/XXXX We were informed in a call with XXXX representative, that monies were in XXXX XXXX XXXX since XX/XX/XXXX with Reference XXXX. With that information our bank sent another XXXX, and our Intermediary bank replied the following : PLS BE ADVISED THAT UP TO THIS TIME, WE HAVE NOT RECEIVED ANY REPLY FROM XXXX. WE HAVE SENT ANOTHER REMINDER TO XXXX AS SOON AS WE RECEIVE A REPLY FROM XXXX WE WILL LET YOU KNOW XX/XX/XXXX We were informed XXXX XXXX XXXX had reached out to XXXX to recall the wire and waited for reply. No reply from XXXX. XX/XX/XXXX Again we were informed through XXXX XXXX that beneficiary was on XX/XX/XXXX in the amount of XXXX XXXX under ref XXXX. kindly advise if client has now been able to locate funds. XX/XX/XXXX XXXX wire room escalated to their contacts for assistance. No reply from XXXX. XX/XX/XXXX We requested our bank to send another Recall message with information provided by XXXX, which Is the same as the message XXXX provided on XX/XX/XXXX XX/XX/XXXX Our Bank informed us they were not able to submit more Recall requests. XX/XX/XXXX XXXX XXXX XXXX that they have submitted a Case ( XXXX ) with a request to have the beneficiary 's bank provide confirmation of where the funds were credited, but have yet to receive a response. In regards to the most recent XXXX communication, the request is still in progress. You can expect to receive further information within five to eight business days. If you need to contact us further regarding this request, please reference the following file number : XXXX -no XXXX Messages provided-
Company Response:
State: CA
Zip: 92630
Submitted Via: Web
Date Sent: 2022-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A