CITIBANK, N.A.

2018-05-01

Lannon, WI

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

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

Timely Response

2018-04-30

Fountainville, PA

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: Our Citi credit card was charged by a company XXXX XXXX ( XXXX XXXX ) for multiple charges. This was for a " free '' cosmetic sample. Upon learning that there would be a charge for future shipments of cosmetics, we called the company ( we believe in XXXX - maybe early XXXX ) to cancel all future shipments and charges. We also called Citi ( XXXX XXXX ) to contest charges to our account by this company in XXXX, XXXX, XXXX, and XXXX. Despite us stopping this service with the company, and contesting the charges with Citi, we see more charges in XXXX on our statement. Now Citi is telling us there is nothing they can do and I have to pay these charges. I've asked Citi on more than one occasion to block these transactions with this company. Citi has offered no help in resolving this. Citi also said if I close my account, they will not be able to contest the charges. They are using extortion to get me to keep my account open - or, I won't be able to contest the charges. Citi is HORRIBLE!!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-30

Brooklyn, NY

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Complaint: On XX/XX/XXXX I transmitted {$1400.00} ( my rent ) via XXXX - Citibank 's replacement for electronic money transferring. XX/XX/XXXX, my landlord contacted me and shared that he never received a link via his phone number. The following actions then ensued : XX/XX/XXXX + I contacted Citibank asking to provide me with proof that the money I sent was " deposited '' into the bank account of XXXX XXXX, intended recipient, who has a XXXX account. XX/XX/XXXX + Citibank responded that they'd open an investigation and that if the funds were not picked up in 30 days from the date they were sent they'd be refunded back to me. Those 30 days went by and I called back and they shared that I was to then contact the recipient directly who went through his XXXX account and shared that the money was not deposited. XX/XX/XXXX + I contacted XXXX for any assistance -- they shared that I would need to speak to Citibank. Called Citibank again, and they shared that they would get back to me. XX/XX/XXXX + I received a document sharing that they'd gone through the records and found that the recipient had " received the funds. '' And that I was entitled by law to obtain copies of the information. I called the number listed on the document and requested those documents. The documents, to this day, have never been sent or forwarded to me despite multiple calls - 3 in fact, one sharing they'd email them to me, and others sharing that they didn't have those documents. XX/XX/XXXX - I would like this money to be refunded back to me so that I can provide that money to the intended owner. Currently, Citibank nor XXXX has provided me with proof that they accurately deposited the money into where I instructed them too.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-30

Discovery Bay, CA

Problem when making payments

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

Problem during payment process
Complaint: I had not used the Credit Card in question for quite some time except to pay off an existing debt, through auto-pay. Once that balance was paid in full I discontinued the use of this card until recently. I made a purchase in the amount of {$300.00}. On the due date of payment ( XX/XX/XXXX ) I processed a dispute of this charge, as indicated on the instructions on the back of my bill ( I should dispute any unauthorized charge if not resolved by the due date ). After I disputed the charge I noticed that an Auto-payment had been processed on the same day. However I never authorized the Credit Card Company to process an Auto-payment in this amount, and this was not the amount I had originally set up Auto-Pay for previously. I called the Credit Card Company and requested that the auto-pay be reversed ( because the disputed charge would be eventually credited back to my credit card account from the institution making the charge ). The representative refused to do so. I asked to speak to a manager. Instead the representative hung up the phone in my face. I immediately documented that conversation in an email to the Credit Card Company, and requested that any bank charges be covered. I called my Bank to STOP PAYMENT on the payment. My bank did as requested. However, the Credit Card Company processed another payment in the same amount, even after I had discontinued Auto-pay. I called the Credit Card Company on XX/XX/XXXX to have the payment reversed. I had to request a manger to have it processed, after the representative misrepresented that the payment had already been credited to my banking account. I was informed it would take 2-3 business days. I indicated that this was unacceptable. However the Manager ( Named XXXX, Id # XXXX ) could not or would not expedite the process of this reversal of payment. Meanwhile the processing of that payment has disrupted my means of payment to other institutions, and caused me to incur a STOP PAYMENT fee of {$30.00}. along with late payment fees on other accounts. This process has caused stress and dismay. The Credit Card Company should be held accountable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-30

Tubac, AZ

Incorrect information on your report

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

Account status incorrect
Complaint: THD/CBNA Home Depot ACCOUNT XXXX FROM CREDIT REPORT XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX, SD XXXX On or about XX/XX/XXXX I was going through my Credit card accounts and noticed that Home Depot said I was late with my payments. At the time there was a balance around {$10.00} or so. I thought I had paid the entire card off but to my mistake I did not. I asked them why they did not contact me and they said they did. I asked them how they contacted me and they said it was an automated system. I asked them after the automated system came back and said there was no contact what did you do? The credit card representative said that two more Robo calls when out telling me to pay my bill. I asked them what kind of system do you have in place if the first call was not successfully made and they answered none. At that time I was very mad at them and I paid the account off with the operator I was speaking with and immediately closed the account. But their explanation on the XXXX credit report that I just received on XX/XX/XXXX says that the credit card company close the account when in fact I'm the that requested it be closed. I closed the account because of their stupidity and there collection practices. I asked them to remove the delinquent notices from my credit report and they said they would look into it based upon the issues with the Robo call system they have. But as of this date they have made no effort to remove those late charges from my account. Actually the only way that I learned about this was when I was looking at a car for sale at a dealership and they said that they got a negative report back about late payments, that's when I went home to research this and found the Home Depot issue. It was my mistake for thinking I had paid off without checking but I'm sure I had. Home Depot never called or emailed me to tell me that I still owed them money.
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

2018-04-30

Santa Rsa Bch, FL

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 non-monetary relief

Timely Response

2018-04-30

Menifee, CA

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

2018-04-30

White Hall, PA

Managing an account

Checking or savings account: Other banking product or service

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

2018-04-30

Federal Way, WA

Fees or interest

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

Problem with fees
Complaint: This all happened from the past 4 weeks and is still going on. I am having a major problem with my Citi simplicity credit card and I have been through absolute XXXX with their customer service for hours and hours and days and days and I just can't take this anymore. I have made a lot of payments on my card to get rid of the cash advance fees but I have now had my card blocked because they said I have 2 returned check fees and a failed debit payment. When I looked on the statement I saw that they indeed received those payments from me with a confirmation number on the exact same days that they gave me those fees. The money has been taken from my bank account and they have put a hold on XXXX XXXX $ payments all while giving me those return check fees. After fighting with them for so long I finally started to make progress as they were going to remove those fees and put my money back on the card as well as I was promised by multiple people that since I went through all of this for no reason that they were going to give me XXXX dollars worth of credits because of how badly I was treated. This was all promised to me from managers. It has now been a week and they put XXXX on my card which I went to go use and they declined it and took it right back. I was so upset that I was promised all of this for everything they put me through and received nothing. In fact I did get a woman that thought she put me on hold and actually mocked me to her co workers in whiny voice completely making fun of me and are just playing games with me now and I have bad XXXX and XXXX problems as it is and this whole mess is making me sick. The funny thing is that yes I have to have consent from them to record the phone call but I do not have to have the consent when I am placed on hold for long periods of time. Well it just so happens that I didn't fact get the woman who placed me on hold mocking me when she thought she put me on hold and that is a serious problem and I am going to discuss this with my lawyer. Citi has really screwed me over and now I get mocked for wanting what is owed to me so please let me know if there is anymore of a blatant disrespect and disregard for a customer and a complete showing of defamation of character and I will be talking to my lawyer about the way I have been treated.
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

2018-04-30

New Market, AL

Applying for a mortgage or refinancing an existing mortgage

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

2018-04-30

Salton City, 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: re Citi Thank You Preferred Card master card via Citicards - account number ending XXXX ( now ending XXXX ) on XX/XX/18 a charge was posted to our account for {$140.00} by a company listed XXXX ( out of XXXX XXXX ). My husband 's XXXX " froze up '' that day and the company called him, saying " ... our virus protection had expired ... '' and we needed to buy this protection right away from them, because it could affect the other XXXX and the XXXX, all XXXX products. My husband was wary of the salesperson 's authenticity, so the sales person said our credit card company would call to verify the charge - and, sure enough, our land line rang instantly saying they were Citi cards verifying the charge. He felt that was ok, and ok 'd the charge. He was alone and worried about the equipment, so gave this company our cc #. When I got home, I knew instantly it was a scam - we've NEVER purchased virus protection for our XXXX products. You don't need to. But to be safe, I called XXXX and told them all that had transpired, they switched me to the fraud section and were very concerned a company was doing this so cleverly, especially having the presumed cc company call, because XXXX acknowledged no such virus protection is necessary with their products. The next day, knowing this was a fraudulent call offering a product under false circumstances, I called Citi for a chargeback. The CS Rep said no problem, we'll do that and send you a new card, because it appears the XXXX XXXX company made three attempts to put it through and now had the number. It's now XX/XX/XXXX and no chargeback or further communication from Citi - so, I called today to see what was going on. One CS Rep sent me to their " fraud division '' in XXXX, the second call resulted in the rep saying, basically, nothing could be done because " ... you can't just take money back from a company. '' She switched me to a " manager, '' who said she was going to check into it and put me on hold while I was trying to talk with her. And no one from Citi has called back. I explained what transpired over and over again, even with XXXX response but nothing. Speaking with Citi is an exercise in futility, and I'm furious at the way we've been treated by several of the reps - with NO RESOLUTION! We've been a cc holder for 20 years and average $ 3-4,000/per month in charges. We're solid customers. They owe us their allegiance, not some unknown company that's shilling false sales information to unsuspecting people. We need help from an outside agency for this unresolved problem with Citi cards.
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

2018-04-30

Dallas, TX

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

2018-04-30

Kiryas Joel, NY

Other features, terms, or problems

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

Problem with rewards from 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

2018-04-30

Cherry Brook, MA

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 non-monetary relief

Timely Response

2018-04-30

KS

Other features, terms, or problems

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

Other problem
Complaint: XXXX XXXX XXXX & Citi Bank are using their significant market power to discriminate against customers based on lawful firearm related business activities. These decisions were unabashedly prompted and lauded by anti-gun activists as political statements and social engineering, not as business decisions based on any alleged financial unsoundness or criminal activity of the affected customers. Lawful activities in accordance with U.S. Constitutional rights should not be discriminated against!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-30

Beldenville, WI

Other features, terms, or problems

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

Other problem
Complaint: It has recently come to my attention that some CC companies, most notably XXXX XXXX XXXX and Citigroup, are tracking legal firearms related purchases by their customers with the intent of denying the use of credit cards issued by them ( banks ) for such purchases. As an XXXX XXXXXXXX, XXXX and responsible citizen of the USA I find this Appalling. I am one of the tax paying citizens that bailed them out of their financial irresponsibilitys not that long ago. I believe this type of discrimination is illegal and is a direct violation of the US constitution. I will be asking the US Attorneys office to look into the matter. Also, I have credit cards issued by both of these banks and will be cancelling them immediately. Thank You XXXX 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

2018-04-30

Tampa, FL

Closing an account

Checking or savings account: Other banking product or service

Company closed your account
Complaint: If regulated banks such as XXXX and Citi are allowed to discriminate as to which companies and individuals they allow to do business with based on their personal preferences or political beliefs and insert themselves into social engineering, then where is the line drawn? XXXX vs XXXX banks, straight vs XXXX banks, and gun owners vs non gun owners? When the next financial disaster occurs will we voters be allowed to give a thumbs up or down on each whether they get a taxpayer bailout or not?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-30

Spanish Spgs, NV

Problem when making payments

Credit card or prepaid card: Store credit card

You never received your bill or did not know a payment was due
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-30

IN

Other features, terms, or problems

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

Other problem
Complaint: Citi Bank through their Card Services division is using their size and might to influence legal transactions by discouraging the legitimate commerce in otherwise private transactions. Specifically Citi is advocating for XXXX groups by refusing to do business or allow business transactions to occur using their credit/debit card services for firearms and firearms accessories. It is not, in any manner, a good business model for a large corporate bank to stick their nose into my affairs by tracking/assessing what goods and services I choose to purchase which are legal, and thereby disallowing my transaction to occur simply because of the Citi mantra in how they want to influence the marketplace.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-30

Manhattan, NY

Other features, terms, or problems

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

Problem with rewards from 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

2018-04-30

Washington, DC

Managing an account

Checking or savings account: Savings 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

2018-04-30

Ft Lauderdale, FL

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: I have been complaining for a year to Citibank, NA/XXXX that I am a victim of a fraud at a gas pump. Someone then used whatever ID they stole to obtain a {$500.00} cash advance. Citi wants that from me plus interest and fees of {$270.00}. I have asked over and over for proof they might have as to who did this, signatures, ID used, pictures etc. They just ignore my requests that they investigate the matter and have placed the account with a collection agency called XXXX. I made the same requests of them to investigate on XX/XX/XXXX and at this point have heard nothing. My credit is perfect, or was, but I will not pay a debt I did not incur.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-30

Getting a credit card

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

Card opened as result of identity theft or fraud
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-30

Arco, CA

Incorrect information on your report

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

Account status incorrect
Complaint: Step 1 : What is this complaint about? XXXX XXXX has sent inaccurate tradeline information to XXXX about my credit card four times in XX/XX/XXXX. I want the inaccurate tradeline information removed, and have contacted customer service at CITIBANK CBNA and XXXX to alert them that the information is inaccurate, and I want it removed. Step 2 : What type of problem are you having? My credit report is continuously monitored by the XXXX XXXX service by XXXX. I have received four emails in XX/XX/XXXX notifying me about changes to my credit report, made by XXXX XXXX. The changes to my tradeline that have been reported to me are inaccurate. Step 3 : What happened? On XX/XX/2018 and XX/XX/2018, XXXX XXXX reported to XXXX that my account had been Affected by natural or declared disaster. This is wrong. I have not been affected by natural or declared disasters, and I did not make any such report, ever. I know of no natural or declared disasters in my surrounding area. On XX/XX/2018 and XX/XX/2018, XXXX XXXX reported to XXXX that Consumer disputes after resolution. This is wrong. I did not make any consumer dispute on my XXXX XXXX account in XX/XX/XXXX or XX/XX/2018 at all. I paid my accounts on time in each case, without making any kind of dispute. Step 4 : What company is this complaint about? This complaint is about XXXX XXXX customer service and XXXX XXXX XXXX Customer Care. I contacted the XXXX XXXX Customer Care Team at XXXX on XX/XX/2018 to report the inaccurate tradeline update made to my credit report by XXXX XXXX. XXXX TrustedID Premier Customer Care Team told me there was nothing they could do, and I should call XXXX XXXX. I called XXXX XXXX customer service ( XXXX ) on XX/XX/2018, and described the problem to them. They said they would clear up the inaccurate information and remove it from my credit report. On XX/XX/2018 I received a letter from XXXX XXXX saying they corrected the issue. However, they did not. The inaccurate information has remained on my credit report, and they have added more incorrect information each month of XX/XX/XXXX. In addition, the correction CITIBANK CBNA claimed to have put in place was in itself inaccurate. They said my account was no longer in dispute. That was not trueit was never in dispute in the first place. When I received information about more inaccurate updated tradeline reports being made to my credit report by CITIBANK CBNA, I called their customer service line again on XX/XX/2018 to complain about the inaccurate information they keep reporting to XXXX. Once again, CITIBANK CBNA did nothing to correct the situation. Step 5 : Who are the people involved? The people involved are myself and the customer service representatives at CITIBANK CBNA and XXXX XXXX XXXX Customer Care.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-30

Manhattan, NY

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response