CITIBANK, N.A.

2017-06-08

Odell, OR

Problem when making payments

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

Problem during payment process
Complaint: On XXXX 2017 My XXXX sent a certified check via overnight mail to Citibank-in the amount of {$7500.00} to address : Citicards, Citibank / XXXX XXXXXXXX XXXX XXXX, XXXX, KY,XXXX. The check number is : XXXX again in the amount of {$7500.00}. I have called over 5+times to ask where this payment is-thus far, " no payment has been found '' -this is a lie, as my certified tracking shows mail was delivered. Where is my payment? XXXX XXXX
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

2017-06-08

Mountain View, OK

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

Timely Response

2017-06-08

Ft Belvoir, VA

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: Dear CFPB : This is a complaint against Citibank for its hyper-aggressive marketing practices. Several months ago, when I applied for and was accepted for a Citibank credit card, I certainly did not expect the company would soon bombard with weekly direct mail ( not e-mail, but U.S. postal mail ) marketing offers. I want this to stop for a number of reasonsranging from junk mail cluttering my mailbox, to running the risk someone could steal my mail and open a credit card under my name, to protecting and respecting the environment. But no matter my reason, I seek the CFPBs assistance in helping me to bring Citibank to cease and desi st its out-of-control marketing practices. See attachment for the most recent exa mple of Citibank 's ma rketing bombardment.
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

2017-06-08

Crossings, FL

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
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

2017-06-08

Odell, OR

Problem when making payments

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

Problem during payment process
Complaint: On XXXX 2017 My XXXX sent a certified check via overnight mail to Citibank-in the amount of {$9800.00} to address : Citicards, Citibank / XXXX , XXXX . XXXX XXXX , XXXX , KY, XXXX . The check number is : XXXX again in the amount of {$9800.00}. <P/> I have called ove r 5+times to ask where this payment is-thus far, " no payment has been found '' -this is a lie, as my certified tracking shows mail was delivered. <P/> Where is my payment? <P/> XXXX XXXX
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

2017-06-08

Discovery Bay, CA

Trouble using your card

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

Can't use card to make purchases
Complaint: Tried to use my CITI Costco Business card on XXXX/XXXX/2017 at a restaurant. It was declined twice. Called up the Customer Service number and was told that the Citi Executive Response Unit has made the decision to cancel the account and they can not give me a reason. I am supposed to mail a letter to Executive Response Unit, XXXX XXXX XXXX, XXXX XXXX, SD XXXX and wait to hear from them. That is the only way I will get an answer. There is no telephone number to contact them. Meanwhile ; I am left with no Business Credit Card for reasons unknown to me and Customer Service at CITIBANK will not answer any questions
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-08

Skokie, IL

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

2017-06-08

Manhattan, NY

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 explanation

Timely Response

2017-06-08

Hamden, CT

Closing an account

Checking or savings account: Other banking product or service

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

2017-06-08

N Hollywood, CA

Incorrect information on your report

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

Old information reappears or never goes away
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-08

San Marcos, CA

Fees or interest

Credit card or prepaid card: Store credit card

Problem with fees
Complaint: Was charged a " Credit protection '' fee for two years. Fee did not show on online statement only noticed when I printed off a statement to pay off. Was charged XXXX over two years and they rolled it into my 24 months interest free purchase. I now owe XXXX or my deferred interest gets charged.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-08

Atlanta, GA

Advertising and marketing, including promotional offers

Credit card or prepaid card: Store credit card

Confusing or misleading advertising about 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

2017-06-08

Lyndhurst, NJ

Getting a credit card

Credit card or prepaid card: Store credit 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 monetary relief

Timely Response

2017-06-08

MS

Incorrect information on your report

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

Account information incorrect
Complaint: I have tried numerous times to dispute a bill from Home Depot that was given to CBNA debt collection company for {$150.00}. I have tried several times to get this corrected and CBNA still cla ims that I owe this amount. My last attempt was with XXXX and they let it go.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-08

Hainesville, IL

Unexpected or other fees

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

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

Timely Response

2017-06-08

Everett, WA

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: We received a notice from our credit card company for suspicious activity on our account. There were several unauthorized charges on our credit card so our credit card was closed and unauthorized charges were disputed. We continued to receive unauthorized charges from a particular company, even after changing our credit card account number. We disputed those charges as well. We just received notice from the fraud department at our credit card co mpany denying our dispute stating that they found " compelling evidence that supports our claim that the transaction was authorized by the cardholder or close relative. AVS zip check : pass. They then give the name of the customer, their email address and IP address used to make the purchases, all of which are not familiar to us. We called our credit card company to inquire about the notice and they stated that they send all customers that statement, hoping it will jog their memory of use. We informed them that that the named customer is not an authorized user on our account. They assured us that they are very diligent about ensuring no unauthorized users make purchases on their accounts. The issue was not reso lved with the credit card company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-08

Enfield, CT

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

2017-06-08

Carteret, NJ

Getting a credit card

Credit card or prepaid card: Store credit card

Sent card you never applied for
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

2017-06-08

Bridgeport, CT

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Dear CFPB : My client is selling his home in a short sale. The bank accepted an offer of {$130000.00} they wanted a net proceeds to them at {$120000.00} and they wanted an additional contribution from the seller of {$15000.00} which he could not pay. The buyer was willing to pay the sums under the contract plus the {$15000.00}. The bank refuses to accept the offer even though they will be made hold. The seller is going to have to pay moving expenses to relocate and pay rents and other bills. He does n't have the means to pay the {$15000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-08

OK

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have been a custom er of CitiMortgage since XXXX on my mortgage. I have NEVER had a late or missed payment. Payments were auto-drafted and never had a problem from XXXX to XXXX . My mom got sick and I had to move in with her to help. I could not afford to keep up XXXX houses. I contacte d CitiMortgage about selling my house in a short-sale, as I had a buyer and contract. I had 4 extensions on the contract to sell my house due to CitiMortgage 's inept system. I was told that " bankruptcy cases were worked first before short-sales, '' so my file was not as important. My buyer was put on hold for 13 months. He really wanted that house because his brother lived next door. I was in constant contact with CitiMortgage and did everything they asked for promptly. An appraisal they requested listed much false information ( wrong county, wrong information about my house ) which I caught. I asked that it be corrected which took several months and phone calls. Then I was told that CitiMortgage hired new workers and they had to go to training. More months went by. CitiMortgage sold my pap ers to XXXX XXXX Mortga ge ( Loan No XXXX ). XXXX Mortgage wanted me to start the process all over again. After 13 months of waiting on CitiMortgage, I was forced to file bankruptcy. Meanwhile, CitiMortgage continued to charge me interest on my house loan for 13 months when it should have only taken 3 months for a short-sale approval. My realtor and mortgage lender for my buyer are furious!!! Several months into the process CitiMortgage 's representative warned me that it could take several months longer if I insisted that this be handled through attorneys. So I waited it out. It appears that they made money by making my life miserable, along with my buyer, his mortgage lender, and my realtor. After XXXX Mortgage asked me to start the process over, I could n't do it emotionally or financially. My house is now in foreclosure and I have filed bankruptcy. The amount XXXX Mortgage attorneys say I owe is {$81000.00}, which is severa l thousand dollars more than it should have been. I take the financial hit, my realtor has over a year of wasted time with no money received for her work, my buyer has no house after waiting for 13 months, and his lender has wasted time without any punishment for CitiMortgage. Incredible! Who can make this better? Who has the power to punish the big companies?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-08

Itasca, IL

Incorrect information on your report

Student loan: Private student loan

Account status incorrect
Complaint: I received a credit monitoring notice stating that I have two collections for " XXXX XXXX/Citibank '' student loans from XX/XX/XXXX. I called XXXX XXXX on XX/XX/XXXX. They stated that they have no record of having my account ( but they service student loans for Citibank ). They did state however that my social security number was listed " on a spreadsheet with no identifiable personal or account information. '' That was disturbing. Why would they have my social security number on a spreadsheet and I do not have an account in their office. <P/>XXXX XXXX directed me to call XXXX XXXX XXXX, because they also service Citibank student loans. I called them at ( XXXX ) XXXX on XX/XX/XXXX. A young man informed me that Citibank sent my account to their office in XX/XX/XXXX, but took the account back one week later. I asked him what that means and he said that there were no notes on the account. He stated that they do not have my account, Citibank has my account. He told me to call them at ( XXXX ) XXXX. <P/>I called Citibank on XX/XX/XXXX regarding the account. I was told that my account went into collections in XX/XX/XXXX. First, my account has been in deferment since XX/XX/XXXX. Second, I never received any notice of requested payment. Third, I never received an FDCPA compliant letter stating my account was going into collections. Citibank had no response to my statements or my request to see my entire account history. <P/>I have been on the phone for hours today trying to get to the bottom of why I have these deferred, never late accounts appearing as collections on my credit report. I have never made a late payment. I have never missed a payment. I do not understand. This is costing me the ability to purchase a home. Thee are the only negative items on my credit report. My score has dropped XXXX points because of this terrible mistake. Please help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-08

Washington, DC

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-08

IA

Other features, terms, or problems

Credit card or prepaid card: Store credit card

Other problem
Complaint: I was a loyal Best Buy credit card holder for years. I used my in-store credit to make purchases at Best Buy, which also let me pay with no interest on certain items, very handy. Last year Best Buy, in conjunction with Citi, enabled these Best Buy in store cards to morph into a credit card. Here lies my issue ... .no action needed on my part. So, after forgetting about the issue, my card turned into a Citi Visa able to charge wherever Visa accepted. So of course I used it ... my interest rate is 24.99 %. I find this wrong, in that, by letting them use the no action on my part, to constitute permission, to turn my in store card to a credit card usable anywhere. Here, guy with a drinking problem, here is a bottle of XXXX XXXX , you do n't have to use it, but feel free to if you want to!! This should be illegal ... ONLY with a customers consent should they have been able to do this switch, not just because of inaction on my part. I would have done nothing otherwise. My credit is good, I have no issues paying for this ... but, its wrong. Wrong on top of wrong. Doubt guys at XXXX XXXX thought much of what they were doing at the time as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-07

South Florida, 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
Complaint: Checked XXXX XXXX and there is a hard inquiry fr om Cbna ( R etail, Not Elsewhere Classified ) on XXXX XXXX XXXX . I never authorized a credit check for anybody in the past 2 years. it is showing up on my XXXX report
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

2017-06-07

Bostonia, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Citibank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , XXXX XXXX XXXX CA XXXX The communications problems with Citi a re never ending. We attempted to start this short sale on XXXX . We were told on XXXX by XXXX in the collections department that our authorization had not been validated and said he would send it in for validation. He also requested we have the borrower, whose personal liability for this lien has been discharged in a bankruptcy, call the collections department to verbally authorize us. This is an inappropriate request for a BKd lien. Possibly is a violation of a federal bankruptcy law, as the borrower would not be calling in of his own volition, but rather as a request from the collections department. <P/> XX/XX/XXXX we were told there was a proprietary authorization the borrower needed to fill out, and again asked for the borrower to call in to the collections department to verbally authorize us. <P/> We sent that in on XX/XX/XXXX , and spoke with supervisor XXXX , who assured me that she corrected the authorization issue, and told me that the file was assigned to XXXX XXXX , and transferred me to the XXXX to make an appointment for a call back. XXXX XXXX missed that appointment, and we received no callback. On XXXX , we received a letter via fax from Citi re questing several items be corrected and returned to them. We sent all required docs back on XXXX . <P/> On XX/XX/XXXX , I called in for an update. The automated system did not recognize the loan number. Transferred 6 times until finally sent to collections. Spoke with XXXX id XXXX . Claimed can see authorization however has not been applied to file, and therefore will not speak to me. When asked why XXXX , XXXX and XXXX claimed they fixed the problem and noted the account, had no explanation. They are forcing the client to call the collections department to verbally authorize us. Borrower called in XXXX to authorize us. <P/> On XXXX , I called in for an update, I was told I was still not authorized. Transferred to manager XXXX . She explained that it would appear policies changed within the last month or so to disallow CitiMortgage employees from validating authorizations for CitiBank HELOCS including verbal authorizations from the borrower directly, however these HELOCS are serviced by CitiMortgage. She has her manager and the VP of Operations involved in correcting the problem, it is a deeper operational issue that needs to be resolved. They KNEW that verbal authorizations were not accepted, yet still insisted on having the borrower call the collections department. This is fishy at best, and illegal at worst. I can only assume that they were attempting to get the borrower to reaffirm the debt discharged in a BK in an underhanded way. When I asked them about that, they said that it was fine because the borrower was calling them, however remember that they are FORCING the borrower to call in to authorize professional representation. This would not be a call of his own volition. <P/> On XXXX I was told the hardship letter needed to have the property address on it, we corrected that and sent it back the same day. On that day I set a callback appointment w ith our SPOC, who again did not keep that appointment. <P/> On XXXX , we were told we needed ink signatures on all docs, we returned all that by XXXX . <P/> And then, mysteriously, we were not authorized again on XXXX please see above for the current issues. <P/> Why is it so hard to g et Citi to communicate effectively regarding loss mitigation? Why are they making it nearly impossible for the borrower to have professional representation? Why is the borrower being forced to call the collections department to verbally authorize us, when they ALL KNOW THAT VERBAL AUTHORIZATIONS ARE NOT BEING ALLOWED? Like I said above, I believe that was an illegal attempt at debt reaffirmation. The file was closed out, I believe in retaliation for our persistence and forcin g Citi to acknowledge the issues. All docs were sent back when asked for, no one keeps their callback appointments, and my authorization continues to mysteriously be removed. If this is not deliberate on Citis p art, then it is gross incompetence and negligence and I want them fined to the full extent of the law. <P/> Citi outright LIES on EVERY SINGLE PHONE CALL WE HAVE WITH THEM even their Management LIES EVERY TIME by stating that they have now fixed the issue with our authorization not showing in their system. Each time we call back we have to demand to speak to a manager and then go through this process all over again. <P/> Called in on XXXX . Call went to the XXXX call center. They refused to acknowledge our authorization. After much yelling and requesting transfers to supervisors I was transferred to customer service in the states, who could not call the loan up, then transferred again but was not informed what department. At that time I was told that XXXX XXXX was the assigned negotiator, and given his contact information. I was also told that XXXX XXXX said they were missing a couple of changes to the HUD. We made those changes and sent them back to the specified email address given on XXXX . I called attempted to call to get an update on XXXX to the number I was given for XXXX XXXX , which did not take incoming calls nor was there a voicemail box to leave a message. I emailed XXXX XXXX on XXXX to the email address I was given for him, XXXX XXXX XXXX , asking for confirmation that all docs had been received and to get an update. The email was never answered. I called in to Citi again today, after again being told by the XXXX call center that I was not authorized I called the collections department. The representative told me that the short sale was closed on XXXX due to documents not being returned. She also told me that XXXX XXXX was not assigned to our short sale. She attempted to get this reopened and corrected for me, as I told her that all docs that were requested were returned on XX/XX/XXXX , and I had never been informed that anything else was still outstanding. She was unable to get this done and said the only thing I can do is to schedule a callback with our single point of contact XXXX XXXX . I was then transferred BACK TO THE XXXX to make that appointment. It is ridiculous that I have to be transferred so many times in ONE CALL to get anything accomplished. The only appointment available to me is 6 days from today. How is that timely and effective communication? It is unacceptable. I should have to wait no more than 48 hours for a call to be returned. If the SPOCS are overworked then Citi needs to hi re more.
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