CITIBANK, N.A.

2018-05-12

Farmingtn Hls, MI

Closing your account

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

Can't close 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

2018-05-11

OH

Problem with a purchase shown on your statement

Credit card or prepaid card: Store credit card

Card was charged for something you did not purchase with the card
Complaint: on XX/XX/2018 an unknown person used my identity in the XXXX TN Best buy store to look up and purchase two large ticket items. The clerk looked up my account information and sold the two large ticket items to the person. Best buy in my opinion did not do enough to protect my identity and verify the purchase.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-11

Buena Park, CA

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 explanation

Timely Response

2018-05-11

Chandler, AZ

Improper use of your report

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

Reporting company used your report improperly
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-11

Brooklyn, NY

Other features, terms, or problems

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

Other problem
Complaint: By Federal law my vendor must refund to my credit card however Citibank put the refund on the credit card that they closed.
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

2018-05-11

Beyersville, TX

Problem when making payments

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

Problem during payment process
Complaint: on XX/XX/XXXX I made a payment. I expected the payment to be applied to my balance with a 0 % APR that expires on XX/XX/XXXX. At the time, I had three promotional balances. One at 0 % APR expiring on XX/XX/XXXX, one at 0 % APR expiring on XX/XX/XXXX, and one at 3.99 % expiring on XX/XX/XXXX. I expected my payment on XX/XX/XXXX of {$3300.00} to go towards the promotional rate expiring on XXXX XXXX, XXXX. But it was instead applied towards the balance with a 3.99 % rate. I called Sears credit card customer service, and they informed me that the payment is always applied towards the highest interest rate. So I did research, and I found several articles stating that the CARD Act requires payments to be applied to the highest APR first, then towards the remaining balances. But I read that the last two payment before the expiration of the promotional rate would be applied to the expiring balance. So on XX/XX/XXXX I made a payment {$3300.00} expecting the payment applied towards the promotional rate expiring on XX/XX/XXXX. But when the payment was applied, it went towards the promotional rate expiring on XX/XX/XXXX. I again called Sears Customer service, credit card is issued by Citi Bank, and again the representative told me the payment is applied towards the highest interest rate first. I was unhappy, and I requested to speak with a manager. The manager came on the line and I explained that I wanted to apply my last payment towards the expiring promotional balance. The manager, told me the same thing that the payment is applied to the highest rate due to the law. He said my balance was not a promotional balance, but a balance transfer, so the payment would apply to the highest APR balance. He kept emphasizing that I had balance transfers and not a promotional balance. But when I check my account online, it is clearly described as a promotional balance. By not applying it towards the expiring APR balance, the interest rate will jump to the standard interest rate will be 26.74 %. The manager explained that I could have waiting for the expiration date to pass and then my payments would have been applied to the balances I wanted. But this is not right. I want to apply the payments to the expiring promotional balances. I've recorded the call, and I have screen captures of my account clearly stating that these are promotional balances. I have already informed the manager that I will pay off the balance and cancel the credit 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

2018-05-11

Kawaihae, HI

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: Backstory : I made a purchase from a merchant, The XXXX XXXX, using my CitiBank Double Cash credit card. There was an issue with the purchase - I purchased the items ( two high quality totes ) brand new, and they arrived completely shattered. The cost per item was {$20.00} + {$30.00} shipping, for a total of {$71.00}. In contacting the merchant, they refused the return on the grounds that I had to ship it to them myself at my own cost. Due to location and volume of shipment box, a shipping cost quoted for me as an individual consumer was {$100.00}! For that price it would be cheaper to buy three brand new totes. Story for complaint regarding CitiBank : I contacted CitiCard on XX/XX/XXXX via their online dispute for individual transaction. The very first selection in the Dispute process was indicating that the dispute was for " Damaged items. '' I only disputed a partial amount - {$50.00} - that would be the price of one tote plus shipping if I was to repurchase them again, as I believed I might be able to salvage the other tote. I indicated that the merchandise was received on XX/XX/XXXX, and that I had attempted to contact the merchant by phone to resolve the dispute, to which they answered as I had previously indicated above. I also indicated that I had attempted to return the merchandise but was unsuccessful, also as indicated above. I provided full details of the items purchased, how they were received and the full extent of damages. This is a process I'm used to, and especially with CitiBank as prior to this they always offered the best support when it came to disputes, because there are unfortunately too many bad merchants on the market today. For even further emphasis, I had gone through this same process with the same merchant in the past, and Citi resolved it immediately with no issues. That was not the case this time. The timeline of what occurred ( in regards to this complaint ) : XX/XX/XXXX - opened dispute and received e-mail stating dispute was received XX/XX/XXXX - received a short e-mail stating they had contacted the merchant and the merchant had until XX/XX/XXXX to respond XX/XX/XXXX - I received a voicemail from The XXXX XXXX, stating that they had been contacted and originally going to schedule a XXXX pickup of the merchandise, but that they had been informed that I was already refunded through the dispute and as such instructed me to dispose/donate the items. XX/XX/XXXX - I received another short e-mail from CitiBank stating that the merchant had still not responded to them. XX/XX/XXXX - I received a short e-mail from CitiBank stating that they'd heard back from the merchant, were reviewing the information they provided, and would get back to me within 10 business days. XX/XX/XXXX - CitiBank posted a letter containing a two-page copy of the merchant 's response. Base on that information, they stated that they closed their investigation and reversed the credit. They went on to state that if I continue to dispute the charge, that I must provide a letter with an explanation that I attempted to return the merchandise and the reason for merchant 's refusal, along with an explanation of how the merchandise was defective. They asked for the letter to be signed and returned by XX/XX/XXXX. I promptly photocopied the letter and wrote back a response. I detailed that I was continuing to dispute the charge, indicating the attempted return as originally described when submitting the dispute, and indicating The XXXX XXXX 's recorded instructions to dispose of the merchandise because I had already received a refund from the dispute so they were not going to send XXXX to pick the items up. I stated that I would not be signing the letter, as I was in disagreement with their decision and did not acknowledge closure of the dispute. I indicated that Citi has acted with negligence - that the merchant 's response included was the same exact basic purchase information I provided in the dispute to Citi directly, but that there was a lack of any documentation regarding my dispute for the damaged merchandise, their original refusal of the return, and of their acceptance of the dispute and their instructions to dispose of their items. I also stated that as a Citi consumer, I was not only covered through dispute investigation, but two of their benefits : ( 1 ) Damage & Theft Protection Purchase and ( 2 ) 90 Day Return Protection. XX/XX/XXXX - I received an e-mail thanking me for providing information requested and that they'd review it and get back to me. XX/XX/XXXX - CitiBank posted a letter that day stating that they were unable to resolve the dispute in my favor because they did not receive valid documentation proving that I returned merchandise or attempt was made to return merchandise. Summary : I issued a routine dispute with CitiBank due to damaged protects from a merchant who originally refused the return. CitiBank contacted The XXXX XXXX, and as a consumer I don't know what was said but according to my recorded message from The XXXX XXXX they had been informed of the dispute by Citi and resolved to accept it, and instructed me to throw away the items. Without considering a single shred of the dispute details or evidence regarding the damaged product that was the entire reason for the dispute, Citi reversed their dispute credit. At this time, this is fraud. CitiBank is double dipping from both the merchant and the consumer. They informed the merchant of the dispute and the merchant accepted it, instructing the customer to throw the item away because refund was already given from the dispute. But then CitiBank goes back on their side and reverses the dispute afterwards. This means that CitiBank has now effectively charged me {$70.00} for items that were disposed per merchant 's order per CitiBank 's contact regarding this dispute. I am most upset about the way I have been treated as CitiBank 's customer through this, as I stated have issued a few disputes through Citi before and all went through smoothly. It's more alarming that CitiBank has not even adhered to its program benefits of ( 1 ) Damage & Theft Protection Purchase ( 2 ) 90 Day Return Protection As such, I count the issue of the dispute as one count of fraud and the above two program benefits that Citi has thumbed its nose at as two counts of breach of contract.
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

2018-05-11

Harsens Is, MI

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: I applied for ( and was approved for ) the Citi Thank You Premier Card on XX/XX/2017. Citi was running a promotional offer of XXXX points for spending {$4000.00} within the first 3 months. I charged approximately {$4200.00} within the first month of having the card. The XXXX bonus did not post to my account though. When I contacted citi customer service I was informed that there was no bonus offered when I applied and would not be receiving the bonus unless I could fax them proof that they offered the bonus when I applied. I did not take a screen shot of the application, and citi never sent me a letter ( electronic or paper ) confirming the bonus, so I have no proof that I can fax them. However, I am positive they were offering the bonus at the time of application. I have multiple credit cards already and the only reason I applied for the citi card was because I had $ 4,000+ worth of expenses coming up shortly and so would be able to easily meet all of their qualifications to receive the generous sign up. The sign up bonus was literally my only reason for applying for a new card, and I am positive the bonus was offered to me when I applied. I did not realize I needed to take a screen shot of the offer in order for citi to honor it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-11

Brooklyn, NY

Other features, terms, or problems

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

Other problem
Complaint: Citibank refuses to accept refunds from my vendor on a closed credit 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

2018-05-11

Seattle, WA

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: CitiBank has violated 15 USC 1692 by continuing collection activity after a cease and desist and 15 USC 1681 by failing to report complete and accurate information to credit reporting bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-11

Seattle, WA

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: Citi has violated 15 USC 1692 by continuing collection activity after a cease and desist and 15 USC 1681 by failing to report complete and accurate information to credit reporting bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-11

Live Oak, TX

Managing an account

Checking or savings account: Checking account

Problem accessing 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

2018-05-11

Gainesville, FL

Fees or interest

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

Problem with fees
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

2018-05-11

Los Indios, TX

Incorrect information on your report

Credit card or prepaid card: Store credit card

Account status incorrect
Complaint: XXXX XXXX Store card as of XX/XX/2018 is showing on my credit report as charged off with a high balance of {$1300.00}. However this account has been sold to a collection agency which is attempting to collect on debt. I understand there is a balance owed on this account but I have not come to an agreement with the collection agency until its clarified what it is that I owe. I don't recall me ever reaching my credit limit and they have increased a balance for interest which is beyond what I am able to pay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-11

Los Indios, TX

False statements or representation

Debt collection: Credit card debt

Impersonated attorney, law enforcement, or government official
Complaint: Received a call XX/XX/2018 at XXXX XXXX stating they were attorneys attempting to collect a debt and stated that I was on a time limit and if I did not act that I would be taken to court. I stated that I am unable to pay balance due to not working. They insisted I owed I requested they mail out information on debt. they stated they dont do that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-11

Wesley Chapel, 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: This problem is with my XXXX report hand the way the agency has handled my dispute, I noticed two fraudulent account on my report back in XX/XX/XXXX, After inquiring around I was told how to tackle this issue I reached out to XXXX and ask them to provide me facts that this account is accurate and to provide me proof and method of verification, however all they did was send me back a report saying that it was verified no insight, Ive contacted the two creditors who have failed to corporate because they have sold the account so they are not investigating and XXXX is not demanding that these two creditors supply detailed information to me, I them reached out to FTC and they told me that I need to fill out the IDENTITY THEFT REPORT which is the same as a police report and send it to XXXX and they must delete the fraudulent accounts in 5 buisness days, XXXX have ignored this order and continue to report these unauthorized accounts, they have never done any true investigation, Im asking that the CFPB look more into XXXX and see to it that they are following the fair credit reporting act, which clearly state that they must go beyond the original source of the information to prove accuracy, its also the reporting agency job to make sure the account is correct and they also have the authority to remove the files if they are not accurate in findings and if you find its accurate supply the information to the consumer ... XXXX have done none of the following, the accounts are listed below ... also XXXX continues to make updates every time i dispute like removing a late payment or two then next dispute adding a late payment and they are doing this and then sending me a verified and say they updated the account, but why u keep making changes? And then reversing changes no investigation is being done and the account is to be delete as they are not mines ACCOUNT : XXXX/CBNA ACCOUNT : XXXX 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

2018-05-11

Euclid, OH

Credit monitoring or identity theft protection services

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

Billing dispute for services
Complaint: On XX/XX/2017, my neighbor accidentally set my house on fire. I was in 5 different temporary housing situations in only 7 months then finally bought a new house. Once I had the house I began the process of buying things to replace those which had been lost or damaged. During this time I was making all kinds of purchases in order to replace everything from bedroom and living room to silverware. I was putting all of my purchases on my XXXX so that I could keep track of everything in one place. When I went to purchase my item at Best Buy the guy asked me if I had an account. I mentioned the fire and told him I didnt have the card anymore and would be using the XXXX. He said he could look up the card and change my address. I said okay. He then tried to convince to use the card because I could pay on time. I said it wouldnt matter one way or the other since I would be paying it all off at once. My intention was to continue paying with the XXXX, he apparently put it on my Best Buy card. In XXXX I started receiving calls that were going straight to Spam on my phone, because the phone usually rang while I was at work and occupied I just ignored them. Finally on my day off I got one of these calls and decided to answer it and tell them to stop calling. Thats when I got the lady from City Bank stating my Best Buy card was past due. I asked for what and she came back and said it was the purchase I made in XX/XX/XXXX, I told her it was paid in full, but she said no and that it was on the card. I tried working with CitiBank, I figured this was just a big misunderstanding. I explained to them that I never received any statements or emails from them. When I asked them about this they said it was because I needed to inform them of my address change. I explained that 1. I didnt even know I had anything on the account, I had a lot of other things to concern myself with and notifying companies I didnt think I had any current interaction with, wasnt exactly first thing on my mind. 2. I had informed Best Buy of my address change. They said that didnt matter I hadnt informed them. After additional discussion I found out they had received a notice from the post office that I no longer lived at that address, but did nothing to locate me. Okay I get that, not easy to find someone. But then I asked why they didnt try to email me to alert me to the problem. My email had not changed. They said they didnt have to. I then explained why I had ignored their messages and asked why they didnt at least leave a message asking me to contact them or to review my Best Buy account or something. They said they didnt have to, and it was a matter of privacy. I asked that, due to the extenuating circumstances, they remove the late charges and alert the credit bureaus with a correction, and they refused. I paid off what I owed on the bill, and offered to pay one late payment. They refused. Prior to this incident my credit rating had been consistently over 800 for several years. I dont think its right that my credit rating be degraded due to a condition which I had little to no control over and as soon as I was made aware of the issue I made complete restitution for the amount owed plus one late payment.
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

2018-05-11

Katonah, NY

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: I wrote to the three credit bureaus regarding some inquiries that I have seen on my credit report but I know I do not have any accounts with these companies or am I paying any monthly amount to them. These inquiries are on my credit report and I did not authorise any of these companies to run my credit. I wrote a second letter to three of the companies asking them to remove the inquiries that I did not authorize. On XX/XX/2018 I wrote SEARS CBNA, XXXX XXXX XXXX and CITIBANK NA asking them to remove these inquiries from my credit report has I do not have an account with them and I did not authorize any such inquiry. I wrote XXXX, XXXX and XXXX about the same inquiries on my credit report that I do not have an account for but did not get any good response regarding this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-11

Reno, NV

Charged fees or interest you didn't expect

Payday loan, title loan, or personal loan: Installment loan

Complaint: My credit came in at XXXX according to Citibank. Interest rates are based on the credit score, as low as 5.99 percent. 5.99 is what they advertised, depending on the credit. My credit score is in the excellent rage, I should have received the lowest interest rate or very close to it at a XXXX. Citibank has given me an interest rate of 12.49. There has been several complaints with Citibank not upholding the 0.5 savings for automatic transfer. I called in and let them know the online process is not working to receive the 0.5 discount. I spoke on a recorded line with a man named XXXX around XXXX XXXX, date XX/XX/XXXX and was told several times ... the 0.5 savings will be applied if the online process does not work, just call soon as you get the loan. He also spoke of how this happens time and time again. I did call, and Citibank more than once told me the 0.5 savings will not be applied. When applying online it does not show people the interest rate they are approved for at anytime, it gives a range and states how a persons credit score will dictate the interest rate. So, people apply online and are approved for these loans and do not know the interest rate is. Once I got the check and called, I have/ had no problems returning the check, yet interest of a few days had already accumulated. There marketing strategy is going over the line by withholding the real interest rates and information, and by speaking with Citibank reps in the personal loan department, it is very typical for peoples banking information not to go through and therefore not get the .05 savings when they call in ... .. This also seems comes off as a strategy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-11

Calabasas, 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

2018-05-10

Arcadia, 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

2018-05-10

Euclid, OH

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
Complaint: I reported my card missing to the bank by phone and by mail. I also gave them the fraudulent individual charges that were made. They said they would investigate. They sent me a new card. I received a letter telling me that since I was present the charges were valid. I of course was not present and no-one authorized made the charges. I sent the bank a letter requesting all the documentation they relied upon to determine their conclusion, specifically the signed receipts with my containing my signature. To date they have not produced the request, they continue to bill me for the fraudulent charges, and are reporting negative information to the credit bureaus. The amount involved totals {$4600.00}. My account number ends in XXXX. My request for information was made to them pursuant to the provisions contained in the Federal Fair Credit Billing Act.
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

2018-05-10

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-05-10

Saint Petersburg, FL

Incorrect information on your report

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

Account status incorrect
Complaint: I'm looking to have XXXX XXXX CREDIT CARD remove any disputed information from my credit report. I am no longer disputing this account ( it still shows the account is in dispute ). Can this company please remove this language from my credit reports? I've asked them time and time to remove them, but to no avail.
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

2018-05-10

Gpt, MS

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

Timely Response