CITIBANK, N.A.

2018-05-02

Scottsdale, AZ

Other service problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: I find it reprehensible that Citigroup is using social engineering to punish legal businesses that deal in firearms. For companies that were saved by government ( taxpayer ) bailouts and have substantial government business, they have no right to deny financial services to any businesses that are conducting legal and constitutionally protected commerce. I will review any future personal dealings I might have with these two banks if they continue their plans to punish these types of businesses and proceed with their unjust intentions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-02

Arsenal, PA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-05-02

Key Biscayne, FL

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

2018-05-02

Pelzer, SC

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

2018-05-02

Itasca, IL

Problem when making payments

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

Problem during payment process
Complaint: XXXX ( Department Store National Bank ) XXXX as a store uses this company to issuse there cards. I first was approved for a XXXX credit limited and with in a month nothing changed on my credit report that I used to be approved. They without notice lower my limit to XXXX which dropped my credit score. This made my credit look like I had maxed out my card. This was one mistake. I fought for some time to get my balance down so I then Took out a loan from XXXX XXXX XXXX. to pay it down this loan. The check was sent out on the XXXX of XXXX and cash by there bank on the XXXX of XXXX. My loan officer made a mistake and left the last four numbers of my account number.. As a company they still cashed the check and I sent them a copy of the cash check on the XXXX of the month.. they have yet to return the credit or help me out ... I feel as a company they should be more helpful as a company
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

2018-05-02

FL

Incorrect information on your report

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

Account status incorrect
Complaint: On XX/XX/2018 I received a obscure email notification with subject line Notice of decreased credit limit. This was unexpected and very surprising. When I requested further information from secure message online, the reply was : your request was forwarded to the appropriate department. Several days later still no information provided. I also sent a message to a social media rep who subsequently connected me with credit management department. They in turn stated that my report is showing some very compromising information that would prevent them from reinstating my credit limit. They refused to provide any specifics over the phone or a written letter in this regard. I have checked with all credit reporting company reports and haven't found any concerns, except small discrepancies, that would justify this type of action. As of now my credit reporting from CITI is further compromising my credit file as a result of this action. I have been a customer for many years and never been subjected to such actions. I find it very deceptive and questionable and hope you can investigate this further and help other customers from this type of business conduct from CITI.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-02

Alexandria, VA

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

2018-05-02

Scottsdale, AZ

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: In XX/XX/XXXX I was contacted by a person on XXXX claiming to be a binary options trader in XXXX, soliciting me for business to be my account manager. I agreed after some research and investigation and funded an account with the broker the individual assigned me to. The brokers web site is XXXX, and I went to the web site, created an account, and used XXXX to fund the account in the amount of {$500.00}. I checked my account periodically and watched the balance grow. The balance grew to approximately {$3500.00} and it stopped growing. I contacted my account manager via email and inquired as to why the balance had stopped growing. During this time my account manager became very uncommunicative and it was very difficult to get any answer out of the individual. I finally started receiving emails again after approximately 2 months stating that the account manager was ill and that individual was trying to find out what happened with their accounts. Another period of time had passed and after persistent emailing I finally got the individual to respond. My account manager informed me that there was a problem with XXXX and that they moved my money to a different broker at XXXX. I was instructed to go to XXXX and sign up for an account and that I had to fund the account again with another {$500.00}. I funded the account this time I had to use XXXX as this broker doesnt allow XXXX as an option for funding. One day in late XXXX I happened to log into my old account at XXXX and noticed there was still a balance in that account, so I reached out to them on XX/XX/XXXX. I got a response back on XX/XX/XXXX that my funds have been ready for withdraw for some time now and that they wanted my contact information to put an interim account manager in contact with me to guide me through the withdrawal process. I gave them my information and was told I would be working with XXXX XXXX. I communicated with XXXX XXXX through the XXXX XXXX messenger app, and we began working out the details of the withdrawal. One of the first things that XXXX XXXX informed me was that I needed to pay my brokers fees before I could withdraw my funds. The fees were 15 % of my profits, so 15 % of {$3000.00} because my total account balance was {$3500.00} minus my investment of {$500.00}. So I told him OK so I need to send you {$450.00}? A day later he responded not its {$4600.00}. I was blown away and quickly asked why are the broker fees more than the profits that I made? He responded that at the last minute through strong signals my account went from {$3500.00} to {$31.00}, XXXX. I checked my account again and it was exactly that. I told him that it would take me some time to gather up that much money and asked him what my options for sending that money are. He informed me that I could use XXXX XXXX, Bitcoin, or XXXX. A week or so later I informed XXXX XXXX that I had the money and was ready to pay my brokers fees, he asked me which method I wanted to use to pay those fees. I told him I would use XXXX and asked hime for the email of their accountant that I would be sending the money to. He told me the accountants email was XXXX. So I logged on to XXXX and set up a payment to XXXX. I messaged XXXX XXXX when it was done and asked when will I have my money. He messaged me back and informed me that the broker wants to give it to me in Bitcoin that evening and that I would need to go to XXXX and set up a wallet for them to put the Bitcoin in to. I informed him that I already had a XXXX wallet and he informed me that it had to be a new wallet and that I couldnt use an existing wallet. I set up a new XXXX wallet and informed him it was done. A few minutes elapsed and he messaged me that the broker needed the wallet ID and the password. I gave him the information and waited to see the Bitcoin deposited in the wallet. After a few minutes the balance in the wallet began rising. As soon as the balance stopped rising I got an email from XXXX informing me that now that the Bitcoin is in there I must purchase a private key so I could unlock the funds and transfer them to another wallet that I control. I asked XXXX XXXX how much a private key was and after a few minutes he returned with an answer of XXXX Bitcoin, which at the time was valued at a little over {$10000.00}. I informed XXXX XXXX and the broker that I didnt have that kind of money and that it would take me quite some time to save that much money. I told them I would be in touch when I knew I would have the money to purchase the Bitcoin. The next day I received an email from the broker that they would be willing to us XXXX method to allow me to purchase the private key for {$7500.00}. I also received a message for XXXX XXXX stating that he would be willing to loan me {$1500.00} of the {$7500.00} to help me pay for the private key. I decided to spread the {$6000.00} evenly over 2 credit cards to purchase the private key along with the help from XXXX XXXX. I asked XXXX XXXX if I could send the money via XXXX and he said yes. I logged on to XXXX and set up the payments to XXXX and informed XXXX XXXX that I had made the payments and inquired as to what would happen next. I was informed it would take 3 hours for them to generate the private key. I waited for several hours and messaged XXXX XXXX as to the progress of my private key and he said it should definitely be ready by morning. The next morning I had an email from the broker that my private key was ready and that I could now transfer the Bitcoin to any wallet I wanted. I logged into my XXXX wallet and proceeded to transfer the Bitcoin do a different wallet that I set up previously on a different wallet website. I went through the steps of transferring the Bitcoin and then it said that the private key wasnt valid. I emailed the broker and XXXX XXXX and informed them that the private key was not valid and asked what was going on. After some time had passed I got a response from XXXX XXXX that the broker wanted my wallet ID and password again so they could go into my wallet and find out what went wrong. A few minutes later they came back and said that XXXX XXXX was supposed to have had me pay for my private key with Bitcoin through the XXXX wallet and not through XXXX because that act of paying through XXXX would activate my wallet. They then informed me that I would have to deposit XXXX Bitcoin into my wallet to activate the wallet. I borrowed the money from family and a week later I had the Bitcoin I needed to activate my account. I contacted XXXX XXXX as well as the broker and informed them I had the Bitcoin and asked them for explicit directions on how to transfer the Bitcoin into my wallet to activate the wallet. I was told by the broker that XXXX XXXX was capable of helping me with that. I was messaged by XXXX XXXX and was told all I need to do is transfer 1 Bitcoin into my wallet and that would trigger the activation. I transferred the Bitcoin into my XXXX wallet, informed the broker as well as XXXX XXXX that it was done and awaited the news that the second private key would be generated so I could transfer my Bitcoin into another wallet. Several hours had passed and I hadnt heard anything so I messaged XXXX XXXX. He informed me that the XXXX Bitcoin that I transferred to my wallet was not enough that it was {$2.00} short of a full Bitcoin because of a transfer fee that no one told me about. So I asked what can I do about it, can I just put in a couple dollars to make it a whole Bitcoin? I was told that the only way to activate is if I put in another Bitcoin. I informed them that I didnt have the money to purchase another Bitcoin as I had to borrow the money from family to purchase the first Bitcoin. They told me to let them know when I had the money to buy another Bitcoin so they could generate another private key. I said OK as I had paid this much money and now owed money to credit cards and family. A couple days later XXXX XXXX messaged me and told me that there was another easier and faster option to withdraw my Bitcoin and that the broker was working on it right now. He informed me that it wouldnt cost me another Bitcoin but it would cost me some money. I said OK, let me know what you need me to do. After a few hours the broker messaged me and instructed me to go onto XXXX and create another wallet. I created another wallet and waited for instructions. XXXX XXXX contacted me and told me that the broker needed my wallet ID and password, I gave it to him and waited for further instructions. Then they said that I was going to have to transfer {$4200.00} worth of Bitcoin into the wallet, I asked the broker if because of the mistake with the Bitcoin transfer I could send the money to the via XXXX so they could control the manner in which the Bitcoin was transferred, and the agreed so I sent {$3000.00} from one credit card to XXXX and {$1200.00} on another card to XXXX. The broker emailed me and said that someone from XXXX would contact me once the key was created and it was time to take possession of my Bitcoin. A few hours later I got an email from XXXX stating that I would need to pay them a fee of 13.2 % of the balance of {$93000.00} as that is how much Bitcoin I would be transferring. That is {$12000.00} he wanted me to send him in Bitcoin in order for me to get my money. I informed him that there was no way I could get my hands on {$12000.00}, he informed me that I couldnt have the money until I paid that much. I contacted XXXX XXXX and the broker and informed them of what I learned from the XXXX representative and they informed me that was the only way I could get my money. That was back on XX/XX/XXXX. I attempted to plead to them that if they returned the money that I had paid them, which was {$22000.00} that I would sign over the profits of {$93000.00} that they were claiming I made. They got irate and demanded that I pay the {$12000.00} or Id be sorry. As of the time of this writing I havent heard anything else from them. A couple days after the last correspondence with them I contacted XXXX.XXXX and asked them if they had anyone in support the uses the email address XXXX and got a response from a XXXX and she confirmed my fears that the email address was not part of their support team and that the email address was a scam. I have all the emails saved, screenshots of all the XXXX conversations, recordings of a few telephone conversations with XXXX XXXX, and the receipts from XXXX and XXXX for the purchase of all Bitcoin. Citi card refuses to issue a credit for money I got scammed out of by these individuals. They mishandled the case form the beginning by their own admission and now they are taking the side of known scammers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-02

Weston, CT

Attempts to collect debt not owed

Debt collection: Credit card debt

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

Timely Response

2018-05-02

Las Vegas, NV

Other features, terms, or problems

Credit card or prepaid card: Store credit 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

2018-05-02

NJ

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: I cancelled the card in XXXX XXXX at XXXX they charged me XXXX 4 times for late fees ... XXXX too much
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-02

Saint Clair, MO

Incorrect information on your report

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

Account status incorrect
Complaint: CitiBank. I have tried to settle an old debt. They indicated that the account was to old, that it had passed the statue of limitations. I sent in multiple payments trying to open the account back up as indicated. They never opened the account back up so I could negotiate a settlement. They then sent a letter indicating that they charged off the account. They continue to report this to the credit 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

2018-05-02

NC

Fraud or scam

Money transfer, virtual currency, or money service: International money transfer

Complaint: On XX/XX/XXXX, I purchased 3 Certificate of Deposits, totaling {$800000.00}, from a company fraudulently represented as XXXX XXXX XXXX ( XXXX ), located at XXXX XXXX XXXX, XXXX XXXX, XXXX. My belief is there were errors in the banking processes of XXXX XXXX XXXXXXXX ( XXXX ) and Citibank N.A. ( Citibank ) in their handling of a {$800000.00} wire funds transfer, which was for the purchase of fraudulently represented Certificate of Deposits. My request is for the reimbursement of the {$800000.00} of stolen funds, updating of the all KYC databases with the fraudsters information discovered on this case, and the hopeful improvement of the Financial Institutions wire funds transfer processes to correct conflicting information or improperly utilized fields on the forms customers sign to authorize the transfers. XXXX XXXX XXXXXXXX : There was a fraud prevention process breakdown regarding the critical issue of wiring my funds to an international HIGH-THREAT region. I was presented, and signed, a XXXX Funds Transfer Request Authorization ( FTRA ) form that specifically stated Wire Type : DOMESTIC, but resulted in a {$800000.00} transfer of my funds to an international location in XXXX, XXXX. The Additional Bank Instructions reference they documented at the lower part of the form, which seemed to authorize additional bank instructions for Citibank to send the funds internationally to a known HIGH-THREAT location, was never identified to me and is in conflict with the Wire Information instructions section. XXXX XXXX XXXXXXXX improperly identified the Wire Type as DOMESTIC and missed the conflicting international destination location of the funds as they documented it in the Additional Bank Instructions section. Some questions regarding how XXXX XXXX XXXXXXXX contributed to missing the identification of their wire fraudulent destination account : 1 ) What KYC fraud verifications did XXXX XXXX XXXXXXXX perform on this transaction? a. Were any InHouse/OFAC/FINCEN fraud verifications performed and the results b. Was it treated as a domestic or international transfer c. What KYC process differences are there between domestic or international transfers 2 ) What does XXXX XXXX XXXXXXXX use the Additional Bank Instructions field for on their FTRA? a. Were any KYC fraud verifications ( InHouse/OFAC/FINCEN ) performed on that information b. Were any contacts made to the destination location identified to perform KYC verification 3 ) How can XXXX XXXX XXXXXXXX FTRA identify a wire funds transfer type as DOMESTIC but result in an INTERNATIONAL wire funds transfer? 4 ) If XXXX XXXX XXXXXXXX created a document that the customer has to sign off to authorize a wire funds transfer, then how can the resulting wire transfer go to an unauthorized international location when the only authorization received was for a domestic wire transfer? 5 ) Is a XXXX XXXX XXXXXXXX customer, that only authorized a XXXX XXXX XXXXXXXX wire funds transfer document ( FTRA ) domestic wire type, be responsible for the same bank performing an international wire type? 6 ) Has XXXX XXXX XXXXXXXX taken any of the information obtained in identifying the fraudulent activities/accounts that occurred in this case and reported it and updated their own records? Citibank N.A. : Citibank N.A. was the recipient of the wire transfer funds transfer instructions from XXXX XXXX XXXXXXXX, and executed the wire funds transfer to a fraudsters international account location ( XXXX, XXXX ). This location was identified by The United States Department of State as having been assessed as being a HIGH-THREAT location for crime, including Cyber security issues specifically noted as Financial crimes ( credit card fraud against individuals, larger attacks against banks/financial institutions ) are not uncommon, and strongly warns U.S. citizens about travel to area XXXX-occupied regions, organized crime and gangs. With Citibanks responsibilities for KYC ( Know Your Customer ), opening and closing accounts outside the United States, reporting fraudulent activities, tracking & monitoring fraudulent activities including domestic transfers overseas or account closures or wires or senders & receiver or clawbacks, leveraging FINCEN or OFAC, here are some questions regarding how Citibank contributed to missing the identification of their wire fraudulent destination account : 1 ) What KYC fraud verifications did Citibank perform on this transaction? a. Were any InHouse/OFAC/FINCEN fraud verifications performed and the results b. Was it treated as a domestic or international transfer c. What KYC process differences are there between domestic or international transfers 2 ) Were there other activity flags with the destination location or account? a. Volume of account openings or closings at the city, state, or account b. Other fraudulent wires reported at the destination city, state, or account c. Volume of clawback requests received for wires at the destination city, state, or account d. Other non-U.S. locations with similar wire clawback requests e. What review and findings were identified regarding the sending and receiver location 3 ) What documentation did Citibank receive from XXXX XXXX XXXXXXXX and were there errors on that documentation ( i.e. inconsistency in domestic vs international wire type, Additional Bank Instructions in conflict with other information on the form )? a. Did Citibank see the domestic vs international discrepancy on XXXX XXXX XXXXXXXX FTRA form? 4 ) Does Citibank use their own customer questionnaire to be completed for International Wire Transfers? a. What information is requested on the form b. Does the information requested differ from what XXXX XXXX XXXX provided c. How does Citibank use the Additional Bank Instructions fields for further credit and what fraud detection is performed based on this information 5 ) Has Citibank performed any prior or recent ( as a result of this case ) audit of : a. The fraudulent destination account b. XXXX XXXX XXXX and Citibanks XXXX accounts i. Signature cards, TINs 6 ) What is the fraudulent account status : a. Opened date, closed date b. Transaction activity 7 ) Has Citibank ever monitored or identified fraudulent activities at the same destination city, state, or account? a. Listing of any other high dollar wire fund transfers for past several years b. Volume of clawback requests 8 ) Has Citibank taken any of the information obtained in identifying the fraudulent activities/accounts that occurred in this case and reported it and updated their own records? The following is a partial background chronology : - On XX/XX/XXXX, I purchased 3 Certificate of Deposits, totaling {$800000.00}, from a company represented as XXXX XXXX XXXX ( XXXX ), located at XXXX XXXX XXXX, XXXX XXXX, XXXX. These were marketed as 7-year Jumbo CDs, offered by XXXX XXXX, FDIC insured, at 3.20 % APY. A local XXXX branch performed the wire transfer of my funds, based on wire transfer instructions obtained from XXXX, for which XXXX had my approve the wiring instructions they drafted on XXXX Funds Transfer Request Authorization ( FTRA ) form to authorize the transfer. XXXX 's FTRA form stated under the " Wire Information '' section that it was a " Domestic '' transfer, under the " Recipient Information '' section that would go to " XXXX XXXX XXXX '' to " Bank Name : CITIBANK N.A. '' and with " Additional Bank Instructions : XXXX XXXX XXXX XXXX ''. We subsequently learned that these funds for which I signed XXXX 's FTRA that was specifically noted as a DOMESTIC wire transfer went to XXXX XXXX XXXX in XXXX, XXXX ( an INTERNATIONAL location listed as a HIGH-THREAT region for financial crimes and Cyber security issues, with XXXX-occupied regions ). - On XX/XX/XXXX, XXXX notified me the rates went up during the first 30-days to between 3.25 % -3.30 % APY, and funds would be transferred to the higher rate effective XX/XX/XXXX. - In XX/XX/XXXX, I attempted to obtain my quarterly statement and was unable to locate anyone from the XXXX or their website. After extensive failed attempts making calls, leaving emails and vmail messages, I contacted a police detective and XXXX XXXX XXXXXXXX on XX/XX/XXXX. The police detective informed me they had reports of similar financial crimes from the same areas ( country of XXXX and other XXXX-occupied regions ) and advised me to contact the FBI immediately. - On XX/XX/XXXX, I opened up a fraud report with the FBI and contacted XXXX Fraud Department, who forwarded me to the Wire Fraud Department. The XXXX representative opened a Fraud Report and TRMS form, then stated I would be contacted shortly by an assigned investigator from XXXX Financial Crimes department. - After receiving a vmail message from XXXX Financial Crimes investigator, I returned her call on XX/XX/XXXX and left my callback information. - On XX/XX/XXXX, I called in the XXXX and left another vmail message. - On XX/XX/XXXX, I called in the XXXX and left another vmail message. - On XX/XX/XXXX, I called and left another vmail message. - On XX/XX/XXXX, I called and left another vmail message. - On XX/XX/XXXX, I visited my local XXXX branch. After reviewing the situation with a XXXX representative, she pulled in her XXXX Branch Manager who then took over working with me on this. XXXX Branch Manager attempted to contact XXXX Financial Crimes investigator and received a vmail message that she was on vacation all week. XXXX Branch Manager then contacted someone else in XXXX Financial Crimes department that communicated they would have someone else in the department contact me while XXXX was out. - XX/XX/XXXX, after still no contact from anyone in XXXX Financial Crimes department, I visited my local XXXX branch again and met with the same XXXX Branch Manager. She helped contact someone in XXXX Wire Fraud Claims department and put the call on speaker. The fraud claim person said she couldnt find their assigned XXXX Financial Crimes investigators name in the system, but found the information on my case. She then surprisingly stated there was no action taken yet, not even a recall request was put in, so she then stated she would immediately submit a recall request. - XX/XX/XXXX, still no contact from anyone at XXXX, called and left XXXX Financial Crimes investigator XXXX XXXX a vmail message requesting status. - XX/XX/XXXX, called XXXX Wire Fraud Claims Division, talked with a new representative that shared my case # XXXX, and stated the recall request failed as responsible by Citibank on XX/XX/XXXX. The wire funds were sent to Citibank and then subsequently to XXXX XXXXXXXX XXXX in XXXX, XXXX by them. He then recommended I call XXXX Fraud Department ( XXXX ). I called that number and they answered as Check Fraud Department, they gave me a different # for the Wire Fraud department ( XXXX ) where I then received a vmail which said it was XXXX Wire Transfer Confirmation Service. Next, I called my local XXXX Branch Manager again and requested XXXX Financial Crimes investigators manager information, which she provided. I then called that XXXX Financial Crimes investigator manager and left a vmail message. - As of XX/XX/XXXX, I still had never heard back from either XXXX Financial Crimes investigator nor her manager. As you can see from the chronology, other than XXXX Branch Manager being extremely helpful, XXXX XXXX XXXXXXXX confusion and unresponsiveness across the various individuals contacted within XXXX had been extensive. - XX/XX/XXXX, sent a formal letter the XXXX Branch Manager documenting this chronology and requesting her help in taking ownership to help resolve the issues and dissatisfaction with the process. - XX/XX/XXXX, received a letter from the XXXX Branch Manager saying XXXX XXXX XXXXXXXX did nothing wrong with the wire transfer, and never addressed the numerous dissatisfaction items regarding XXXX unresponsiveness and disconnected internal processes. The following is a summary of my overall perception shared specific to their customer support process in attempting to find an agreeable resolution : Ive previously relied on and trusted XXXX customer-focused strategy and financial risk management systems/processes, as is communicated in the following quotes : At XXXX XXXX XXXX, we are guided by a common purpose to help make financial lives betterSafeguarding the global financial system is critically important for the economic and national security of the jurisdictions in which we operate. Accordingly, it is the policy of XXXX XXXX XXXXXXXX to take all reasonable and appropriate steps to prevent persons engaged in money laundering, fraud, or other financial crime, from utilizing XXXX XXXX XXXXXXXX products and services. Whether investing in a small business, making a credit decision, or preventing fraud, our work calls for sound judgment and a commitment to doing whats right for our customers, shareholders, and communities? Our culture emphasizes that we are one team, and we have a shared responsibility to manage risk well, act responsibly, and escalate issues so they can be addressed proactively. As XXXX XXXX stated culture emphasizes, that XXXX XXXX XXXXXXXX are one team, and we have a shared responsibility to manage risk well, act responsibly, and escalate issues so they can be addressed proactively. My perception is there have been process breakdowns by XXXX XXXX XXXXXXXX Fraud team in their responsiveness, working as one team, and ability to escalate issues, as evidenced throughout the timeline. The investment of my own time, calls, trips to the branch, as well as the local Branch manager in attempting to help, has been extensive primarily due to difficulties of XXXX assigned individuals not returning calls, following up, being aware of proper phone # s and departments responsibilities, or responding in any reasonably timely manner. XX/XX/XXXX : Opened CFPB case online
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-02

Weston, CT

Closing an account

Checking or savings account: Checking account

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

2018-05-02

Cleveland, OH

Trouble using your card

Credit card or prepaid card: Store credit card

Can't use card to make purchases
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

2018-05-02

Centuck, NY

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

2018-05-02

Oakland, CA

Managing an account

Checking or savings account: Savings 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

2018-05-02

Mem, TN

Getting a credit card

Credit card or prepaid card: Store credit card

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

Timely Response

2018-05-02

Staten Island, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: XXXX. Received a letter in the mail from Citibank on XX/XX/2018 indicating that we had to update our account information or our account would be blocked until they received documents requested. XXXX. On XX/XX/2018, I went to the online form, completed the requested forms, received a reference ID of # XXXX and uploaded the forms. ( Attached 1 ) 3. On XX/XX/18 I received a notice from Capital One Credit Card that our payment was returned from Citibank due to a Payment Account issue. ( Attached 2 ) 4. I called Citibank on Monday, XX/XX/2018, after returning from a business trip. I was told my account was blocked because we did not complete an Addendum E Form. We completed the Addendum E form and emailed to Citibank. ( Attached 3 ) 5. XX/XX/2018 - Another block was placed on our account as I found out via a phone call from concerned vendors. I called Citibank and was told that we needed to complete another form before they could unblock the account. I asked them to have a check issued to close the account as we will not be doing business with them going forward. They stated that they will issue a check and I can pick up the funds at my local branch tomorrow. Is it legal to block payments from this account without any notice?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-02

Kilgore, TX

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

2018-05-02

PA

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 received a pre approval solicitation in the mail on XX/XX/2018. I applied for the card assuming I would qualify as Ive worked really hard at rebuilding credit. I was declined and now my credit score will be negatively impacted. I would never had applied if it was not for the marketing solicitation Ive received. I called the company and asked for them to remove the hard hit and they refused. Please help me get this hard hit removed from 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

2018-05-02

Bohemia, NY

Attempts to collect debt not owed

Debt collection: I do not know

Debt is not yours
Complaint: XXXX XXXX, XXXX from XXXX PA sent me a letter and called my house several times, claiming I have an account which is overdue. I ignored the phone calls. When I received a letter today, I checked my credit report and I called the bank associated with the dept and made sure I am not responsible for this account. I believe this is a scam. This company wants me to call them so they can get my information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-02

Delray Beach, FL

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

2018-05-02

KY

Other features, terms, or problems

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

Add-on products and services
Complaint: Wrongfully charged for payment protector service I did not authorize.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-05-01

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