CITIBANK, N.A.

2018-04-27

Urbana, IL

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

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

Problem with personal statement of dispute
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

2018-04-27

Franklin, TN

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was already discharged in bankruptcy and is no longer owed
Complaint: Citibank N.A cancelled and discharged the Home Depot revolving debt on my credit report back in XX/XX/2014 ( proof attached ). The only Citibank representative that would talk to me was XXXX XXXX whom stated she worked for the office of the president and declared that the debt is again valid and that I need to pay it. XXXX XXXX stated that she was the highest level of anyone to talk at Citibank and that my only option was to pay the " valid debt '' even tho I sent proof multiple times that the debt was cancelled and discharged and should have been removed from my credit report and collection attempts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-27

MD

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: On XX/XX/2018 I received a letter from Sears XXXX saying that they decided to not to renew my account. The letter stated the decision was based on me having unsatisfactory credit. This is untrue. I have very good credit. I always pay all of my cards on time and in full each month. XXXX XXXX credit score is currently XXXX. So I believe they unjustly closed my account. And I believe the reason why is I had accumulated enough Reward Points to redeem a {$500.00} gift card, and they did not want to give me what I earned. Not only did they close my account, but they also immediately stole of the points I had accumulated over the course of years. This is a card that requires a yearly fee of {$35.00}, which I was willing to pay because of the rewards program. I called the number on the back of my card and was repeatedly transferred from department to department with no one willing to reinstate my points or give me a reason why they said I have unsatisfactory credit. I was on the phone for 2 hours.
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

2018-04-27

Walpole, MA

Problem when making payments

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

2018-04-27

Arverne, NY

Struggling to pay your bill

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

Credit card company won't work with you while you're going through financial hardship
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-27

Franklin, TN

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: Citibank N.A negotiated with me a cancellation of debt in XX/XX/XXXXon a consumer revolving credit line, and I reported the amount as income on my tax return and paid any tax 's due. I was provided a XXXX with remarks " Cancellation of debt '' and " discharge of debt '', and further a letter from the Vice President saying that they will not longer attempt to collect the debt. I have sent both of these to Citibank N.A. Fast forward to XX/XX/XXXX, Citibank N.A is now reporting the account on my credit reports as 90 days late every month all the way back to XX/XX/XXXX, with the entire balance still due, and refuses to remove the information and tells me only that I can pay them the full balance due as the debt is now still valid. What a scam! The only representative that I was able to contact me hung up on me, when I was politely asking questions and sharing my proof that I have in writing. I need the CFPB 's assistance as this is damaging my credit and potentially costing me huge amounts in higher interest rates due to Citibank 's wrong 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

2018-04-27

San Jose, CA

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
Complaint: On XX/XX/XXXX, I came to Sears store to purchase a mattress. I was offered by the Sales Associate to open a Sears Credit Card and if i spend {$1500.00} purchases the first 90 days, Ill receive {$150.00} store credit. I accepted the offer and opened the credit card. Once The Sales Associate finished the transaction, I noticed there was {$60.00} credit due to I used the card to make the first purchase at Sears store. I asked is this part of the {$150.00} or in addition to the {$150.00} and was told It is another promotional offer from the store. To be sure, I called in to Sears credit card and was confirmed by customer service that the {$150.00} will be credit within 1 or 2 billing cycles after the 90 days. Its the end of XX/XX/XXXX, I spent more than the required XXXX but i dont see the {$150.00} credit to my account, So I called Sears to follow up and was told the {$60.00} is all the promotional offered I got. I explained to them and they confirmed there was a call i made in XX/XX/XXXX regarding the {$150.00} but since i got the {$60.00}. They cant issue me another reward. I escalated to a manager who was very rude and told me there is nothing he can do. I stated Ill file a complaint because this is falsified marketing scam and he said go ahead. Attached is a screenshot of their promotional offer posted on their website as of now. I would like the CFPB to fix these marketing scam to protect our consumers. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-27

Oakland, CA

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

2018-04-27

American Lake, WA

Trouble using your card

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

Timely Response

2018-04-27

Hollywood, FL

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

2018-04-27

Franklin, TN

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

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

Their investigation did not fix an error on your report
Complaint: My XXXX 's account is reporting incorrectly to the credit bureaus. XXXX XXXX has not aided in fixing the errors which the credit bureaus require. The account was closed in XX/XX/2012, and I received notification that it was sold to XXXX recovery and to settle my account with XXXX with XXXX or XXXX. The proof is attached. Upon satisfying my account, the balance was changed to {$0.00} but the account is still to this day reporting as 90 days late each and every month since XX/XX/2012 even tho there is {$0.00} balance and they transferred the debt!. I can't be late on a {$0.00} balance owed, and further since XXXX 's gave or sold this account to XXXX ( attached ) - they should not be reporting anything at all to my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-27

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

2018-04-27

Lincoln, NE

Problem when making payments

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

Problem during payment process
Complaint: I received a statement with a remaining promotional balance of {$290.00} and I paid the account off in full. Before the payment was applied I made a purchase of {$42.00}. On my next statement I received a notice that my promotional balance of {$42.00} would expire soon and I would be charged {$2200.00} of deferred interest. The way the payments were applied makes it impossible to pay off the promotional balance if I continued to use the card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-27

Keyport, WA

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
Complaint: Iv got a Best Buy Credit card And on my last month on paying off on XX/XX/2016I payed the full amount of under {$100.00} at the store then couple years later iv decided to purchase a car from the dealer and they told me your Credit score was low because you missed 60 days on your Best Buy credit card payment which I strongly believe is not true
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-27

Hephzibah, GA

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 explanation

Timely Response

2018-04-27

Arsenal, PA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: An attempt was made to submit a REQUEST FOR LIEN RELEASE to Citifinancial 's Lien Release Dept. I made contact via their recorded message line at XXXX ( dead end ) AND followed the instructions to submit an emailed message with attachments to email : XXXX ( another dead end - message " returned as undeliverable '' ). The following information was submitted for a " release '' draft from their Citifinancial office to perfect title of property burdened with an open Mortgage originated with XXXX XXXX XXXX XXXX on XX/XX/94. PROPERTY ADDRESS : XXXX XXXX XXXX, XXXX XXXX, PA XXXX XXXX & LOT/Parcel # : XXXX CURRENT OWNER : XXXX XXXX FORMER OWNERS/BORROWERS/MORTGAGORS : XXXX XXXX and XXXX XXXX ( wife ) MORTGAGEE : XXXX XXXX XXXX XXXX ( Now Known As CITIFINANCIAL ) *See attached Title Search for copy of Mortgage and last recorded Deeds of record.
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

2018-04-27

Hamburg, NY

Trouble during payment process

Mortgage: Other type of mortgage

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

Timely Response

2018-04-27

MI

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened or suggested your credit would be damaged
Complaint: I discovered a debt owed to Citibank on my credit report while attempting to finance a new home purchase. we contacted Citibank to settle up with them but they are refusing take payment or work with us in any way due to the account being in an " unworkable status '' thus holding my credit hostage. i spoke with XXXX id # XXXX who refused to work with us or escalate the contact to somebody who could. we just want to pay this and get it off our 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

2018-04-26

Jersey City, NJ

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
Complaint: I paid off my vehicle in XX/XX/2009 and I'm now finding out that company never released the lien on the title. The company is now out of business. Please help, any assistance will be greatly appreciated. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-26

Glendora, 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 non-monetary relief

Timely Response

2018-04-26

Stafford, VA

Credit monitoring or identity theft protection services

Credit card or prepaid card: Store credit card

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

Timely Response

2018-04-26

Bell, CA

False statements or representation

Debt collection: Credit card debt

Indicated you were committing crime by not paying debt
Complaint: On XX/XX/2018 my agent entered my local Citibank branch located at XXXX XXXX XXXX, XXXX XXXX, CA XXXX to deposit a promissory not with the value of {$10000.00}, to be divided as follows ; {$10000.00} to be credited to my account with that branch, as well as {$500.00} in cash or federal reserve notes. The person i spoke with accepted the promissory note, implied that he understood the conversation was being recorded, and expressed his understanding of the debt created by his acceptance of the promissory note as a representative of THE BANK. the MANAGER of the bank was standing there between us participating in the conversation. SHE ( XXXX ) admitted that she had made multiple mistakes during the conversation, including calling themselves representatives of the bank, instead of employees of THE BANK. The teller ( XXXX ) accepted the promissory note, from my hand to his, and said the words " I'll accept this promissory '' and " the funds will be credited to your account tomorrow morning '', but the funds were never credited to my account, and no cash was supplied as had been ordered with the deposit slip. These underhanded business practices by THE BANK and " it's representatives '' has eroded my faith in the Federal Reserve Banking System in its entirety. Please see that the bank honors the promissory note that IT has already accepted as well as any future promissory notes I will be depositing. thank you and have a blessed day, 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

2018-04-26

N San Juan, CA

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 received an email from XXXX alerting me that a credit inquiry from Citibank had been ran using my name, address, and social security number. I do not have any accounts with Citibank. I disputed the inquiry with XXXX and left it alone. Later, I got the " confirmation '' letter in the mail, however it was in XXXX, and I do not speak XXXX, so I knew that someone had tried to commit fraud. I called Citibank and reported the fraud, and they told me that they would handle the situation. However, as of today, the inquiry is still showing on my XXXX and is bringing my score down into the yellow. I want the inquiry 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

2018-04-26

Occoquan, VA

Identity theft protection or other monitoring services

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

Billing dispute for services
Complaint: Date XX/XX/XXXX Company XXXX XXXX XXXX ( Credit Card ) XXXX 's upgraded me to a new card in XX/XX/XXXX. Around that time, my husband was retiring from the XXXX XXXX, my oldest one was going to college and we were moving. So, it was a hectic time. However, I realized that I didn't get bill or the credit card until XX/XX/XXXX, so I frantically called XXXX 's and turned out they had sent the card to my old address different state than I live in. Due to military lifestyle, my driving license ( DL ) had address from the state we had moved from few year back. However, I already had on a credit card with XXXX XXXX and it had all the correct address. So, when card was opened the lady said she needed the DL to validate that it was me. Anyhow, it took few attempt and few months in sorting out the address. When I first called in XX/XX/XXXX, person on the other end, took my information and changed the address and told me that they will expedite next day with new card. However, I didn't get the new card so close to 2 weeks I called in and they finally sent it again and I got it. so it's was back and fourth. So, I paid the first bill over the phone and because it was CLEARLY mistake on their side they said it will be fine. ok great. So, after that I tried linking new XXXX card to my existing XXXX 's account so I can set up auto-pay and make changes, but had issue because it wouldn't take the card number which I don't recall when, but I was on the phone back and fourth in XX/XX/XXXX to get resolved this online access for this card. Finally got it done and when I got access it showed I was over due one my second payment, didn't realize at the time they had reported to Credit Bureaus. But, I didn't like it so I contacted them right away, talked to them send them email, but they wouldn't do anything about it.I tried to explain all this to them and point in this was " IF THEY HAD SET UP EVERYTHING CORRECTLY THE FIRST TIME AND I HAD GOTTEN ACCESS TO ONLINE SERVICE, I WOULDN'T NEVER BEEN IN THIS POSITION. ' Another fact to point out is that XXXX is the 2nd card from XXXX 's so on my 1st XXXX 's card, I had never been late ; matter fact I paid balance to its full EVERYTIME, even this XXXX card other than this particular incident, I have paid all in full and never been late. The reason I got those cards was to take advantage of the perks, boy it was a mistake and my husband wasn't happy with it. So, because I do have excellent credit score I didn't think it would be a problem, but now we are getting ready to purchase house and we military family don't get the luxury to build wealth as we have to move every few years, if anything we have to build from ground up. With that, I called XXXX XXXX again but they keeps telling me that first time was their fault and that the second time was mind. If they don't resolve this in a positive manner, I'm boycotting XXXX XXXX XXXX and will ensure that friends/families knows of this issue. It's not right to make good people suffer. I have called probably 6 or more times and sent emails/mail over 10 times explaining and laying out the ground why it's not my fault for late payment of one time. Uploaded are letter I sent to corporate office 2 week ago. Thank you. 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

2018-04-26

Beaverton, OR

Other features, terms, or problems

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

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

Timely Response