CITIBANK, N.A.

2018-05-16

NY

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Complaint: Approximately one month ago, our Citibank Citigold Representative called my wife, XXXX XXXX, and asked her for some information regarding her employment, our net worth, etc. Citibank told her that this related to the KYC ( Know Your Customer ) mandate. My wife provided all the information requested. Last Thursday ( XX/XX/XXXX ), our checking and savings accounts were frozen. We spoke with XXXX XXXX, our Citigold representative, who investigated and learned that, although he had submitted our information to the KYC group, that group " had a large backlog, '' and therefore our information was not entered into Citibank 's system. As a result, action was taken to close our accounts. Our representative requested that the account closure process be stopped, but was unable to do so. He told us that Citibank 's internal policies did not allow him to reach anyone with the authorization to reverse the account closure action once it had commenced, even though the KYC group acknowledged that the process had been commenced in error. It is now Wednesday ( XX/XX/XXXX ) and we have received no helpful updates. We have been told by Citibank that our account has been unblocked, but the money has been taken from the account. Our Citibank rep is unable to learn whether ( or when ) our money will be returned to our checking and savings account. He tells us that it is possible that a cashiers check has been produced, in which case our money will be mailed to us. He says it's also possible that no cashiers check has yet been produced, in which case it may be possible to reverse the ledger transaction and return our money to our account. He told us that it is not possible for a Citibank branch representative to directly speak to the group which is responsible for handling this, so it's impossible to tell us where our money is. He says that he must wait for someone within that group to send him an email, which may come tomorrow, or next week, or at any time. Meanwhile, we have many our bills tied directly to the account, and are bouncing payments all over the place. This will undoubtedly damage our credit, and hurt our relationships with various utilities and other companies, including some small businesses. This, obviously, is frustrating to us, particularly since we still have no certainty around how & when it will be resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-16

Sedona, AZ

Incorrect information on your report

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

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

2018-05-16

Arlington, TX

Incorrect information on your report

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

Information belongs to someone else
Complaint: I am a victim of Identity theft. Someone used my information to open an account with Citibank XXXX XXXX. I was alerted to an inquiry by XXXX on XX/XX/ after someone tried to take over my bank account. I immediately called XXXX and was told that the account had been opened. Explained that I did not open the account and it needed to be investigated. Was treated like I was lying by the fraud rep. She told me ( BUT THE ACCOUNT MATCHES YOUR ADDRESS ). Told her that I did not apply for the account and did not want it. She finally told me that They would close the account and investigate. And then they did not provide any kind of claim number or advise further action. Knowing they did not believe my claim I disputed with the major credit Bureaus. Around the last part of XX/XX/XXXXI recieved a bill from XXXX for XXXX. I live in XXXX XXXX and all of the Transactions are from XXXX XXXX Including one fromXX/XX/XXXX The day the account was opened and have proof I was at a XXXX XXXX XXXX location in XXXX that day. Obviously the account was never closed or investigated as told by the fraud department. XX/XX/ Received notification from XXXX that they verified the account as mine and the dispute is closed. XX/XX/ XXXX XXXX Placed another Call to the fraud department. Was told there was not an Investigation started on my first call as suspected. The fraud rep did admit That XXXX knew that the account was fraudulent but said they can not remove the account from my credit reports because it has a balance. I said the balance would not be there if they had investigated the first call. She would not tell me a status only that I am paying the price of their employees not doing their Job. XX/XX/XXXXWas transferred to the the Account security department and was told that they just recently opened an investigation and had to wait 90 days. Asked why they validated the account as mine with the bureaus and she said that. Even though they know it is fraud the dispute department will still validate the account. I understand that if they know it is fraud they must remove the account and inquiries from my report immediately. She then said they submitted it to be removed and placed all of the blame on the credit bureaus and said I had to give them 60 days to remove it. I explained again that they just verified this a legitimate account when they know it is fraud and that it is against FCRA laws. She again blamed the bureaus. I asked for future status updates and was denied because they don't do that. Basically I was told they will handle it when they can and I am paying for their companies greed.
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

2018-05-16

Carrollton, LA

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your 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

2018-05-16

Simi Valley, CA

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: My entire correspondence with Citibank is contained in the six PDF files enclosed. This concerns the Citibank 2% cash back card. Providing no reason or justification Citibank terminated my account which is never suffered a penalty and been in effect for over 10 years. They refuse to provide the 2% cash back which I have earned too many months of usage of their card. Please read the enclosed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-16

Sarasota, FL

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

2018-05-16

Milwaukee, WI

Incorrect information on your report

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

Account status 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

2018-05-15

AZ

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Complaint: I have submitted numerous notices to this organization requesting to see proof I opened this account or entered into this contract. They respond with recent payments, purchases, and balances that are not mine. I did not open this account nor contracted with this organization in any way. Yet they have extremely sensitive personal information of mine that I did not authorize them to attain. I do not recognize any of the purchases, payments or any statement information they provide. They claim I signed up for their credit card online, where I did not such thing as I have not had a credit card for 3 years now. This debt they claim is mine is not mine and they have yet to prove to the contrary, harassing me with notices irrelevant to me. This account/contract is void ab initio and must be cleared from my record immediately, and all my personal sensitive information must be removed from their database immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-15

KY

Closing your account

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

Can't close your account
Complaint: One XX/XX/XXXX I applied for a Citi Bank secured credit card the card required a deposit of {$200.00}. I agreed to pay the deposit because it was refundable. After appling I received an email with a link to check the status of my application. Two days later on XX/XX/XXXX Citi Bank withdrew the {$200.00} deposit from my checking account. I thought that since they withdrew the deposit amount from my person checking account I assumed my Secured Credit Card Application had been approved. So I went online and checked the status of my application to my surprise there was no update what so ever. I then called Citi Bank on XX/XX/XXXX the same day they withdrew the deposit, the representative informed me that my application had not been approved the representative stated that Citi bank was still processing my application. I waited patiently for 3 more days. Today XX/XX/XXXX I went online to check the status of my application which I have done since I applied ( I check the application status every day since applying ) to my surprise yet again there was not any type of update for my application. Every time I have checked the status of my application I take has always said the same exact thing ( I have attached a screenshot of what it says every time I check my application status ). After checking the status I then called Citi Bank and the gentleman informaed me my app was not approved yet it was still being processed I also ask him if a card had been mailed out. The representative told me the card had not been mailed out and told me that it could take 30 days for my application to be processed I asked the representative why the deposit of {$200.00} had been withrew from my personal checking account if my application had not been approved. I informed him I could have had the money Citi Bank withdrew, he told me there was nothing he could do. By this point in the phone call I was XXXX so I hung up on the representative. So about 3 hours later I checked the status of my application and it had still not been updated. I then called Citi Bank for the second time. I simply told this representative that since my Citi one application had not been approved yet and since Citi Bank was not corresponding with me but phone or email I wanted to cancel my application. The agent told me that my application had not been approved yet and she then stated that she could not cancel my secured credit card application. The agent told me that my card was scheduled to be mail on XX/XX/XXXX. I asked the agent how she could tell me when the credit card was going to be mailed if my application had not been approved yet which the agent could not give me a answer. I then asked to speak with a supervisor who informed me of the same the supervisor told me that my application had not been approved yet and the supervisor told me she could not cancel my application and refund my money back into my che account. I ask the supervisor how they could refuse to cancel my application. The supervisor could not give a excuse except that she could not cancel my application nor refund the {$200.00} dollars back into my account.I do not understand how a Bank can take my money before applicator approval nor do I understand how Citi Bank can refuse to cancel my application and refund the deposit ( {$200.00} ) back into my account. I just want to cancel my application and have my money refunded back into my person checking 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

2018-05-15

South Florida, FL

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: Follow up on this claim which was closed but needs to be followed thru -Complaint number : XXXX This claim was closed regarding XXXX since the check was deposited with Citi Bank but Citi Bank has the check since XX/XX/XXXX and deposited it into one of their accounts and has yet to deposit the check into my account after calling them several times and visiting a branch in XXXX XXXX , Florida . They told me I needed to open up an investigation regarding the check which I did but nothing has happened. The check has my name on it but for some reason XXXX sent it attention to Citi Bank, c/o XXXX XXXX in XXXX Citibank branch.Check # XXXX dated XX/XX/11. I don'yt understand why the money has not been transferred to my citibank checking account as of yet.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-15

NJ

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
Complaint: I have a AAdvantage Citi Card MasterCard. In XX/XX/XXXX, I was looking at my account and noticed that my mailing address had been changed to an unrecognized address. I called the company and later learned that the following things happened on my account and I was NEVER notified : Someone logged on as me, changed my address, added an authorized user and requested a new card be sent to the address. All of these actions were not authorized by me and Citi did not do ANYTHING to protect my security. I realize that unauthorized actions happen, but the fact that all of the above happened and I never received one confirmation email, phone call or alert to ensure I authorized the changes. I've called and complained and ask for more information and have yet to find resolution. I've asked for call backs and have not received them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-15

FL

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Complaint: We have been setup on auto pay for our best buy credit cards for years and they recently debited the wrong bank account that has been closed for a long time. We have our correct bank account as XXXX XXXX setup as the default bank account. They don't know how the wrong bank account got debited and they reported to the credit bureau as a late payment even though they waived the late payment fee based on their error. They are stating there is nothing they can do. This has effected out business and personal matters a great deal. We have been a best buy card holder for years and never had a late payment. Also we were never notified by phone, email or anything otherwise we would have taken care of the late payment. They were extremely difficult to work with. Please if you can get this negative late reporting off of my credit score as a result in their error not mine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-15

Baltimore, MD

Attempts to collect debt not owed

Debt collection: Credit card debt

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

Timely Response

2018-05-15

Tallahassee, FL

Problem with a purchase shown on your statement

Credit card or prepaid card: Store credit 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

2018-05-15

N Haven, CT

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 monetary relief

Timely Response

2018-05-15

Barrington, CA

Incorrect information on your report

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

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

Timely Response

2018-05-15

AL

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Complaint: My credit report is stating paid in full for less. I have a letter dated XX/XX/15 which says the entire debt was forgiven. This company has continuously reporting incorrect information. I want all trade lines deleted because they are in violation of FCRA.
Company Response: Closed with explanation

Timely Response

2018-05-15

SC

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was already discharged in bankruptcy and is no longer owed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-15

Cheverly, MD

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Complaint: I received a report that changes were made to my report with actions taken by Sears/CBNA modified XX/XX/XXXX with a high credit of {$1500.00} date closed XX/XX/XXXX credit limit {$250.00} which is incorrect credit limit was {$2500.00} Additional information was provided by XXXX stating consumer disputes reinvestigation in Process account paid for less than full balance. I received an online notification from XXXX stating dispute was completed and view now ; when I try viewing XXXX sends error message stating report can not be viewed contact them by mail every month since XX/XX/XXXX. Sears/CBNA made another update after this XX/XX/XXXX changing account number from beginning of the account to ending numbers to account as an update after dispute reported by XXXX. Every change is reported to 3rd party credit monitoring service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-15

MD

Fees or interest

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

Problem with fees
Complaint: Citi Diamond Preferred Card- Don't do it! On XXXX XXXX, XXXX I called Citi to cancel my credit card account. At that time I made a sizable payment toward the remaining balance on the card, but did not pay in full. On XX/XX/XXXX, the company charged me {$22.00} in interest on the remaining balance ( which was fair ). OnXX/XX/XXXX I paid off the remainder of the card, in full, via online payment. I called Citi to confirm that the account is now settled in full and closed. So you can understand why I was very surprised to learn that on XX/XX/XXXX ( amount {$1.00} ) and XX/XX/XXXX ( a " minimum interest charge '' of {$.00} ) were charged to my inactive, paid in full, closed account. On XX/XX/XXXX I received a voicemail from Citi stating that was in arrears on my account. When I called Citi back to inquire about the call, I was told that " my account is paid in full and not delinquent, so they don't know why I was called ''. That didn't add up to me, so luckily I did a bit more digging, and upon opening my old account ( which again has been closed for months ) I saw that the company was still charging me interest. When I called the company back, they defended the policy and told me it is standard operating procedure. This should be considered Fraud. It is no different than XXXX XXXX opening up thousands of fake credit card accounts and unknowingly charging interest to unsuspecting customers. On it's own, the {$2.00} Citi is saying I owe may not seem like much. But the fact of the matter is, if they are doing this to me, they are doing this to customers all over the world and making a killing on the backs of it's customers who believe they have closed an account in good faith. ( what is there to charge interest on?! The account is closed, unable to be used and paid in full! ). Buyer Beware.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-15

Three Bridges, NJ

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-15

Clementwood, VT

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 non-monetary relief

Timely Response

2018-05-15

Elmwood Park, IL

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: OnXX/XX/XXXX I called XXXX XXXX Credit card that I overpaid my bill by {$310.00} and I requested to send me my money back - I should receive check from 7-10 days. I called XXXX XXXX card again after 16 days on XX/XX/XXXX and I've told representative that my refund check didn't show up yet. He offered me to cancel first check and issue new one after 7-10 days. After 14 days on XX/XX/XXXX I called XXXX XXXX Credit Card and I asked them to check what did happen to my second refund check? XXXX XXXX Credit Card representative told me that currently they are working on fraud case to determinate who took my check and my money from my account? So I won't get any money until the case is closed. They didn't give me case number and they took money from my XXXX XXXX Credit Card account. Would you please help me to force somehow XXXX XXXX Credit Card to refund my overpaid amount {$310.00}? If I own them money they charge me late fee {$35.00}, when they own me I should charge them {$35.00} but I can't. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX XXXX 's account : XXXX
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

2018-05-15

Philatelic Center, 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
Complaint: Citi Bank to dispute a charge for a purchase of XXXX and insurance to cover my purchase XXXXXXXX {$2400.00} Insurance {$190.00} In XX/XX/XXXX I bought from XXXX XXXX XXXX fro {$2400.00} and insurance to protect my XXXX XXXX For {$190.00} I never receive my purchase, due to multiple no show I cancelled my purchase with XXXX manager and supervisor. They told me that {$190.00}. Will be put back on my card right away and {$2400.00} in 10 business day. Both manager and supervisor told me that they understand why I am cancelling. XXXX were back on my card. But the price for the XXXXXXXX OF {$2400.00} Never was returned. I called my credit card company and they said that they will file dispute. In XXXX {$190.00} and {$2400.00} was recharge back to my card. Which brought me over limit of my credit and dropped down my fiscal score, and brought me burden. I am still not having my refund from XXXX.Citi XXXX card is customer service is been difficult and uncooperative to have my money back from XXXX. They charge the balance back on my care with any notice. They claim that they sent me a letter and email that I never received. They stated that I have send them back the letter. He toke me all day and call to multiple supervisors rude and polite such : ON XX/XX/XXXX XXXX ID : XXXX AND her supervisor very rude XXXX XXXX. Called later that day XXXX XXXX. XXXX finally helped but he transfer me to XXXX XXXX. She stated that she can't help and transfer me dispute department manager XXXX in XXXX wasn't available but did called me back. found that none of their letter wasn't get to me. XXXX helped to have the letter that I File and faxed same dayXX/XX/XXXX. On XX/XX/XXXX I received an email requesting the letter I faxed it again and email it. on XX/XX/XXXX I recieved another email requesting same letter that I faxed again and email it. Today I receive another request. Citi Bank kept telling me that they didnt receive the form I sent back by emails 6 times and fax 4 times until I contacted XXXX and provided the proof all my emails and faxes. Today XX/XX/XXXXI called to follow up on my dispute and XXXX in XXXX ID XXXX Stated that because they didnt received the form before XXXX XXXX. They no longer can dispute the charges.
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

2018-05-15

San Diego, CA

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
Complaint: Citi Bank sent me an offer in the mail received today XX/XX/18 for a new AA Platinum Select Card with XXXX bonus miles after spending requirement. I read it carefully and there was no mention of a previous account exclusion to the offer. Having been fooled by such an offer before, I called Citi Bank to verify my eligibility for the offer they sent. After being transferred around to different departments, I was told that I am not eligible for the bonus miles offered in the mailer. This is a fraudulent practice clearly designed to XXXX consumers into applying for a new credit account and spending a lot of money on their card, only to be denied the reward offered with no warning.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response