Date Received: 2022-10-06
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XXXX XXXX, 2022, I made online international wire-transfer via Citibank, XXXX XXXX XXXX CA XXXX XXXX XXXX for the amount of equivalent {$520.00}. After 7 days, the Beneficiary hadn't received the money, I then called Citibank wire-transfer department to cancel the transaction, and withdrew the money. Since then I called Citibank wire-transfer department almost every other day, the answers were that the money was withhold by the receiving Bank, they couldn't do anything, while as a matter of fact, the receiving Bank in XXXX informed the beneficiary that they di n't received the transfer. On XXXX XXXX, I called Citibank wire-transfer department, and the customer service informed that due to the descrepancy on the XXXX code, the receiving Bank could credit the transfer to the XXXX account. On XXXX XXXX, I called Citibank wire-transfer department again, the customer service informed that the receiving Bank had returned the fund back to CitibankXXXX. I keep calling the Citibank transfer department, asking them when the fund will be returned back to my Citibank account, their answers were always saying that they are still escalating the fund to be converted from XXXX currency to USD currency. Up till today XXXX XXXX, 2022, I still haven't received the fund back. I do hope CFPB will help me to solve this problem, and hope that no further victims like me in future.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91709
Submitted Via: Web
Date Sent: 2022-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
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 XX/XX/2021 we were at all inclusive club in XXXX XXXX, XXXX XXXX XXXX- we attended a spa on the property and had massage that was a compensated service. When we arrived home in XXXX we noted a charge on Citicard for {$1200.00} that we did not make it was on the same date we were receiving massage. On the card statement is states " XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX We made a complaint to the credit card company and they responded to say they did not believe it was fraud. We appealed the credit card decision and appeal resulted in same response. The charge was in XXXX so we don't even know what was charged and we requested proof that they had my signature on the credit card receipt - card company did not produce any response. I have no knowledge of what was purchased or who purchased it. The same issue arose with another couple we were with - on the day before our charge but also around same time they were in the spa- ( we now suspect employees of the spa ). They had XXXX XXXX card and it was immediately removed from their card. They did cancel our card and issues us a new one to may sure no additional fraud occurred- which to me shows they knew it was fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 028XX
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: 2022-10-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/22, there were 2 unauthorized wire-out transactions with the total of {$100000.00} in my Citibank 's account. I opened a fraud case with Citibank on XX/XX/22. On XX/XX/22, Citibank denied my claim due to the fraud reported was caused by providing customer account information or authorization for the transactions that were determined to be a scam. Citibank refused to share what they based on to determine that I provided my account information. I only provided my information ( but not username and password for my account online ) to Citibank 's representatives to verify my accounts after these transactions completed. Citibank opened a disputed case. I was shocked and nervous after the incident happened. As the result, I answered the questions without clearly understanding questions implication. However, I explained what happened and told them that Im willing to provide the proofs to prove that I didnt do anything wrong to make this incident happened. But Citibank didnt consider my explanation and didnt give me any chances to prove that. I requested to speak with investigators many times. All the representatives told me that the investigators will contact me. But they didnt. All I received were declined letters without providing the detail of their investigation. Almost 5 months of waiting, I still didnt get an appropriate response or help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95122
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: i received a call on my phone from a person claiming to be from Citi bank fraud department. This individual made inquiries into the charge on my account. This unknow individual was convincing and ultimately was able to convince me that he was going to transfer {>= $1,000,000} into her account which he gains access to. He then had me transfer through XXXX $ XXXX an outside account. This individual becomes rude after being on the phone for about half hour. I called Citi bank and learned that I was not talking to Citi bank associates but rather had been the victim of a fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have been trying to get a lien release on a Home Equity Line of Credit from XXXX originated by XXXX XXXXXXXX XXXX. The loan was sold to XXXX XXXXXXXX XXXX from XXXXXXXX XXXX XXXX ( who acquired XXXX XXXX XXXX XXXX on XX/XX/XXXX. The loan has been paid off for many years and apparently the Bank did not do a Release. According to the FDIC, Citibank aka Citi Mortgage acquired XXXX XXXX XXXX We have attempted to get a lien release from Citi and they are saying they can not find any information. Both the trustors on this Deed are deceased. I am the Executor/Trustee for my parents ' estate. The property is currently in escrow and is scheduled to close on XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79606
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: i received a call on my phone from a person claiming to be from Citi bank fraud department. This individual made inquiries into the charge on my account. This unknow individual was convincing and ultimately was able to convince me that he was going to transfer {>= XXXX} into her account which he gains access to. He then had me transfer through XXXX $ XXXX an outside account. This individual becomes rude after being on the phone for about half hour. I called Citi bank and learned that I was not talking to Citi bank associates but rather had been the victim of a fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
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 XX/XX/XXXX, a fraudulent charge of {$800.00} was placed on my Best Buy Citibank credit card by a merchant in XXXX, Texas. I contacted Citibank to file a claim regarding the fraudulent charge, and they informed me that they were investigating the charge and they sent me a letter stating that I would not be liable for the {$800.00} or any related fees or charges ( see attached documents ). I closed the credit card account on XX/XX/XXXX due to the risk of fraud, and planned on paying off the remainder of the balance before the expiration date of the card ending in XXXX. That expiration date was XX/XX/XXXX. Citibank send another credit card to me in an attempt to get me to continue services with them, this card ending in XXXX, however I never activated the card. On XX/XX/XXXX I went online to the Best Buy Citibank website that I have always used to make a {$1000.00} payment towards the balance. At that time, I was able to see my current balance on the closed account, as well as all account activity and statements. On XX/XX/XXXX I logged back on to the Best Buy Citibank site to make another payment and saw under the account activity that the same merchant in XXXX, Texas had made another charge of {$800.00} to my closed credit card account on XX/XX/XXXX. I immediately contacted Citibank 's Security Department to file another fraud complaint. I inquired as to how someone could place a charge on a closed account that even I could not make charges to. They had no answer. Two days later I went back online to view my balance and see if the charges had been removed, but now the site would no longer give me viewable access to my account activity ( XX/XX/XXXX ), only my current balance of {$1600.00}. This showed that they had not removed the fraudulent charge, but had removed my ability to view my account activity so I could no longer see what was going on with my financial responsibilities or liabilities. I attempted to call them again and get answers for why this was happening, but was transferred back and forth between departments 6 times. On XX/XX/XXXX I logged on to the website to discover that I could no longer see my account balance ; it stated the balance was {$0.00} ( see attached document ). I called Citibank to ask what was going on and spent 3 hours on the phone, getting bounced around between departments, being told by each person that they didn't know what was going on or they didn't have the authority to do anything. Finally I learned that the Security Department created a new account number - without my permission- and transferred the balance over to that new account. The customer service person said that they could not give me access to the new account, so I could not see what the balance was, the account activity, or get a statement. I was totally blocked from seeing my financial responsibilities and liabilities. All she did was send me a generic email giving me my current balance of {$1600.00}, which reflects the fact that they did not remove the duplicate fraud charge to my account ( see attached email ). Now I can not see if someone if putting false charges on my account, I can not see what I owe, and I can not see whether or not they are taking off the fraudulent charge. Citibank has been trying to dodge their culpability and responsibility in these matters, and is now trying to block me from having access to my own account while a fraud investigation is pending, causing serious financial liability issues for me. They have been uncooperative, deceptive, and they changed my account number without my permission, blocking my access.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92116
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: This does not conform to your restrictive guidelines, so I'm not sure this is the right category. In early XXXX I called Citibank to close a checking account routing # XXXX - acct # XXXX. The agent told me if I keep the acct open and make 3 purchases of $ XXXX within 30 days on my credit card ( XXXX XXXX XXXX XXXX ), their offer was a {$200.00} bonus. I made the 3 purchases and yesterday I called Citi to verify my charges were " qualifying '' purchases. The agent I spoke with said " no, charges needed to be on my debit card ''. I don't even have a debit card for that checking acct. This agent said no, your purchases don't qualify. The initial agent told me purchases with my credit card would qualify. Unfortunately, I did not get the name of the initial agent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92879
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: I had a missed call on my cell phone. I called back and a gentleman answered. I told him I had a missed call. He asked me if my name was - I said it was 35 years ago. He said Im with Citibank. We sent you a letter XX/XX/XXXX and you ignored it and you have a court date XX/XX/XXXX. I said I have no idea what you are talking about.. he got really nasty and said I CANT HELP YOUR XXXX. i hung up. I truly have no idea what he is talking about.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
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 never received the merchandise from Best Buy and I contacted customer support numerous times where I was promised a replacement, followed by a refund, and then they flat out completely denied my refund after weeks of correspondence. I contacted the credit card company and disputed the charge of {$880.00}. I received a letter from Best Buy Credit Services on XX/XX/2022 showing I am responsible for the disputed charges. They showed a picture of the package at my front door as well as their return policy. This package was supposed to require a signature. The employee carelessly left it outside and did not ensure that the package was securely handed to me. I was supposed to receive my package on XX/XX/2022 which contained two XXXX XXXX XXXX. When it was getting late, I contacted a Best Buy representative on the same day letting them know I was waiting for the delivery of the package and it was getting late. The next day which is XX/XX/2022, I contacted customer service again because I saw that the status changed from " Your package is on its way '' to " delivered ''. I spoke to XXXX XXXX, at XXXX XXXX. I was told they would ship out replacements when I explained that I don't see or have the package. I was told I could do store pick up on same day. I needed the items for a birthday party so I contacted two other representatives ( XXXX XXXX and XXXX XXXX XXXX on XX/XX/2022. I asked if I could have the order canceled since it was taking longer than I was told. I was told to wait. I was given a reference case ID # XXXX. Another day passes, and I spoke to another representative XXXX XXXX XXXX ) on XX/XX/2022 because I wasn't receiving any updates on the replacements that were supposed to be coming. I was told to wait. More days pass. It's XX/XX/2022, I contact another representative ( XXXX XXXX ) now I am told there is a verification hold that will take 10 days to process a replacement or a refund. So I asked for the replacement to be canceled and a refund to be initiated. I was told my refund of {$880.00} was successfully initiated. I would receive an email within 3-5 days. Now, it's XX/XX/2022 and I still never received a refund. I contact a customer service rep ( XXXX XXXX ). I was told the refund on XX/XX/2022 was not processed. The representative told me they would process the {$880.00} with the internal team. The next day, I contact another rep ( XXXX XXXX ) just to make sure the refund is processed. The last representative did not process the refund but XXXX told me it will be processed and it will take 15 business day and I should receive my refund by XX/XX/2022. Now, it's XX/XX/2022, still no refund. I contact customer support rep ( XXXX XXXX ) and I am completely denied a refund. I was told the investigation concluded that the package was delivered and I will not be getting a refund. I filed a dispute with my credit card and lost the dispute. I have no recourse and Best Buy has not been helpful. I never received the merchandise but they do not want to refund me my money. I don't know what to do at this point but I am looking for assistance in this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91007
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A