CITIBANK, N.A.

2018-05-21

Bend, OR

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-21

Glendale Heights, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2018-05-20

Columbus, OH

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: Opened new CitiBank checking account on XX/XX/XXXX and funded $ XXXX using my external acount at XXXX. About a month later, Citi closed my checking account due to pending verification and transferred the funds ( $ XXXX ) back to my external account on XX/XX/XXXX. However, the external account was closed by then ( XX/XX/XXXX ). The funds were returned to CitiBank as the account was closed.Citi is unable to trace the transaction and I am still waiting/have not received the funds yet.Citi keeps saying that they have sent the funds to the external account and that they dont have the funds. The citi case # is XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-20

Federal Way, WA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: I am trying to reopen the previous CFPB claim : XXXX Citi resolved the problem last time and corrected their mistake to removed the records from my credit report. But Citi reported the wrong record to credit bureau again. This problem has ruined my credit for many years, during which Citi corrected their mistake twice after long-time communications. But Citi reported the mistake for the third time. I attached the result and their response last time, and my current credit report. I had a Citi credit card in XXXX. Citi charged me an annual fee in XXXX XXXX for the coming year so I closed my account. I was told by Citi that they would remove the fee because I have closed my account. However Citi did not removed the fee and did not sent me any communication and sent the balance to collection agency in XXXX. I started the dispute process in XX/XX/XXXX, and after many many communications, Citi admitted the mistake and agreed to write off the balance. Citi also told me to contact their CBR department to correct the credit report. I faxed the dispute to CBR in XXXX, XXXX. But Citi has not corrected the report up to now. I contacted them again in XX/XX/XXXX after I found out during my mortgage application. Citi is not correcting the error.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2018-05-20

Cheverly, MD

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Complaint: A rep from the company XXXX XXXX came to my job and asked me to fill out a paper for a loyalty card in early XX/XX/2017. Me and my co workers asked if it was for a credit card and the young lady from XXXX XXXX clearly said no. After few months I look at my credit report and I have a hard inquiry from XXXX XXXX/XXXX XXXX. I talked to the young lady at XXXX XXXX who is the general manager and XXXX said she would look into it but its been over 3months and every time i ask for an update she has no info. I need this removed from my report because I was told false information and did not authorize this inquiry.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2018-05-20

Lewisville, TX

Closing your account

Credit card or prepaid card: General-purpose credit card or charge card

Company closed your account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-20

Wonder Lake, IL

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Problem with fees
Complaint: In my opinion, Citi/AAdvantage erroneously charged me interest and late fees when they did not provide a bill for a number of months. They converted me to paperless statements, then did not provide the paperless statements for 5 months, while interest and fees accummulated. Because I used this card exclusively for buisness travel, and because I pay my credit card bills in full, it was not unusual for there not to be a bill for a few months. I did not discover an issue until I tried to use the card on a business trip in late XXXX. I called the company immediately, asked them to remove all fees and interest, and paid the resulting amount in full. They continued to charge late fees and interest,. After numbeous contact via phone, chat, and snail mail, I finally paid the {$120.00} balance, under duress, only to avoid any dings to my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-19

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: I filed complaint XXXX about CITI BANK and it was responded. Response, however, does not include the correct/complete information in order to pay my balance. The funds I wired according to the information given by Citi were returned. I need to know the exact and complete details of the wiring instructions in order to pay the loan. I need : Swift, Name of beneficiary bank, ABA number, Account number, Address, City. Also, I need the balance in order to repay the loan in full. I have called several times and left my telephone number and e-mail. No one responds in the phone numbers given by City ; I have not received any response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-19

Glendale, CO

Getting a credit card

Credit card or prepaid card: Store credit card

Card opened as result of identity theft or fraud
Complaint: The last XX/XX/XXXX I went to Sears store for shopping some stuff at XXXX XXXX XXXX XXXX XXXX Co. XXXX, when check out the balance was {$58.00}. The cashier asked me do you want credit card store. I was thinking maybe its the moment for apply for one card store for build better my credit. I say yes, I notice she was talking a lot, never give me the right information, just talking about the offers. I sign some documents but I notice doubles papers, I asked her DONT PULL UP MY CREDIT TWICE, she answer me no, just once very softly. After two weeks I received two letters, with two different reference numbers, in this moment I was so upset, I went to the store, I spoke with XXXX, she tell me the general store manager is no in the store for one week well I spoke with her about this problem. XXXX says they cant do anything, but I say the problem come from the shop worker and she offer a letter never received. This is not fair because take me long time to build my credit for just this inappropriate practices from the cashier ; she was just thinking in the commission she was received but never thinking how affect my credit. I never authorize two applications for credit card, please I need your help, I dont want to lose many point just for one person how just thinking in the money, she will receive for the credit card application. Thanks XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2018-05-19

NY

Communication tactics

Debt collection: Credit card debt

Used obscene, profane, or other abusive language
Complaint: On XX/XX/2018 approx XXXX EST I received a call from someone who identified themselves as working for XXXX XXXX XXXX XXXX This person asked if I was my name and I replied in the affirmative. The agent never verified my identity though DOB or last 4 of my Social Security number then proceeded to disclose a debt to me, including the full amount owed and to whom. I believe this violated the FDCPA as only my name was asked and my ID was never verified.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-19

Penn Hills, PA

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-19

Elk Grove Village, IL

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Charged too much interest
Complaint: I have been trying to resolve issue with my account with Citibank since XX/XX/XXXX. My account has been enrolled into Debt Management Program since XX/XX/XXXX and I was paying out my outstanding balance since then. I contacted Citibank a numerous times to resolve an issue with interest charges that a creditor charges me every month for cash advance transaction in the amount of {$54.00} that was posted on my account in XX/XX/XXXX. After careful review of my billing statements since XX/XX/XXXX, I noticed that Citibank charges me extra interest, average monthly interest charge for the above cash advance transaction in the amount of {$0.00} every month. My research shows that a creditor calculate an average amount subject to interest charge is {$66.00} and this amount has not been changed since XX/XX/XXXX. Since XX/XX/XXXX my cash advance transaction was paid off and I paying additional interest charges due to Citibank cardmember agreement. All my attempts to resolve an issue with Citibank were unsuccessful. The last time I contacted Citibank on XX/XX/XXXX and I spoke with Payment Arrangement department. The representative name XXXX reviewed account information with me and provided the following explanation why my account is still accruing interest charges for cash advance transaction. She stated that according to Card Agreement, they will apply the minimum payment due to interest charges and transaction fees first, then to cash balances in order from lowest to highest. She also mentioned since my account enrolled into DMP in XXXX and my Annual Percentage Rate was lowered to 9.9 % it will take longer time to pay off cash advance interest. I completely disagree with this explanation and I am trying to resolve the above issue with Citibank second lever management. I was advised that someone from CCG department will contact me within 2 business days and I have not heard back from them. I have been trying to call back and I asked to speak to department supervisor and I was advised that supervisor is not available and someone will call me back again. I spoke to 3-4 different representatives. I have received a letter in the mail from Citibank dated XX/XX/XXXX that has been informed me they have completed their research regarding a recent issue and asked me to contact them back, son they can provide the results of their research The letter was signed by Vice President of Citibank, NA XXXX XXXX. I have been trying to call the number listed in the letter and reached different department who has no information about my account since my account has been closed. They transferred me to another department who is unable to assist me neither regarding my account and their research.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-18

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-18

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Other problem
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-18

Irving, NY

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-18

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Other problem
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-18

Briarwood, NY

Incorrect information on your report

Credit card or prepaid card: Store credit card

Account information incorrect
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-18

Manhattan, NY

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Charged too much interest
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2018-05-18

San Francisco, CA

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-18

Brooklyn, NY

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Add-on products and services
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-18

Edmonds, WA

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Other problem
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-18

TX

Getting a credit card

Credit card or prepaid card: Store credit card

Problem getting a working replacement card
Complaint: I opened this card with Citi bank XXXX XXXX, from the beginning has been nothing but problems. Initially I received a card. And was told they had put a block on my account because they could not verify who I was. I then was asked to go into a store with my I'd and social and they then could verify me which that for whatever reason was incorrect I then was told they had to text a phone that they could reach me on of someone living in my household to verify me I have done this multiple times with problems to noavail I then was told they would send me a letter, then I was told I didn't need the letter then I did need it. However have never received it.i asked to add an authorized user to my account big mistake because they shut my card off and reported it stolen. Then sent me new cards which so I was told by them were returned to them. So they shut those off and reported lost or stolen and sent me a new one. I have yet to received it. All of this has been going on since like XX/XX/XXXX and this is XX/XX/XXXX. In the process they have had my account on hold where I can't make payment online or over the phone without this letter that I've never received. So I have not been able to use the original card due to them since I got it, I haven't been able to make a payment because of the hold for this letter to verify who I am yet I have given them everything including my right arm and none of it is good enuff they want this letter that I don't have along with cards I don't have. I've asked to close the account and was told I can not with out this so called non existent letter, I've asked to have the authorized user removed because he is XXXX it's effecting his credit score I was told no they can't until I receive this letter. They reduced my credit limit without my permission or knowledge. Which initially the limit was XXXX and we spent XXXX on the card which was reasonable to keep it reporting good to the bureaus. They now have reported it as late payments yet I can't pay it cause they are idiots and have the account blocked and on hold and then they're going to report it against me that makes sense. Then on top of it they changed my limit to XXXXand are reporting it to the credit bureaus as 98percent usage on the card again their fault not mine. So your list to choose from shows multiple issues with this company and I'm about to get an attorney and sue them for all the headache this whole thing has caused me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-18

Knoxville, TN

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

Problem during payment process
Complaint: I have a Citi XXXX Visa. I made my payment through my online banking with XXXX XXXX. XXXX XXXX debited my account in the amount of the payment - {$6700.00} on XX/XX/XXXX. Payment due date was XX/XX/XXXX. XXXX XXXX used a check to pay the bill, rather than paying electronically. I use this online banking for all bills that I can. They can do some payments electronically, but not for Citi. In many years of using XXXX online banking, I've had only one other late payment issue regarding a credit card. In that case, it appears to have been late because of slow processing by the credit card company and a long weekend during the interim. I have started the process with XXXX by filing an online banking claim. Perhaps relevant is the fact that my husband has a Citi XXXX Visa card of his own - different account numbers. We do our online bill pay together from a joint bank account. His payment due date was XX/XX/XXXX. The payment from XXXX to his Citi card was made through online banking on XX/XX/XXXX. We checked both accounts online on XX/XX/XXXX. Neither payment had posted to the accounts as shown in the online access for those accounts. We initiated a chat on that day for my husband 's account and asked about the fact that the payment ( {$70.00} ) had not posted. The agent on the chat indicated that she showed the payment had been received on XX/XX/XXXX. It did not show, however, in the online access of his Citi card until we checked the account on XX/XX/XXXX. I checked my Citi account on XX/XX/XXXX and it still did not show as having been received by Citi. We did a chat with them and called them and XXXX XXXX to figure out what was going on, since at this point Citi showed me as having missed my payment and had assessed a late payment fee of {$100.00}. XXXX said that they showed the payment coming out of our account, but didn't have record of the check having been cashed by Citi. When I called Citi, I asked them to do an investigation, but they said their system looked like it would require a cashed check to actually investigate. Aside from helping to expedite the resolution of the issue, I have two complaints for the CFPB. First, in both of the online chats that we did for my husband 's card and mine, the agents both made a point to encourage us to use their system to make online payments, because the payments would be posted the same day. It seemed to me that it was not a coincidence that the agents both suggested that. Considering the fact that the online access didn't show the payment posted to my husband 's card until 3 days after Citi received the payment, I'd like to hear from Citi about how this process works to reassure me that they aren't using this time lag to my detriment. Second, I'd like Citi to explain the payment investigation process. When I talked with the agent, she didn't seem to contemplate how the investigation would work for a paper check mailed to Citi. They seemed to require a canceled check to initiate that investigation and made me think that an investigation would not even be started because they didn't have the check. It occurs to me that a paper check from me or from a bank via online banking has to be handled and processed. There was clearly a lag for the check on my husband 's account from receipt to posting. What's the investigation process for finding a check in your system?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2018-05-18

Lannon, WI

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2018-05-18

Mesquite, TX

Fees or interest

Credit card or prepaid card: Store credit card

Problem with fees
Company Response: Closed with explanation

Timely Response