CITIBANK, N.A.

2017-06-07

Brookings, OR

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: We had a mortgage resolution conference with Citibank on XX/XX/XXXX and both parties came to agreement. We were set up on a trial payment plan for 3 months. I paid {$930.00} that day and here is a list of the other payment dates of {$930.00} : X/XX/17 , X/XX/17 , X/XX/17 and X/XX/17 . I tried to speak to Citimortgage yesterday to make a payment and question the wrong statement they sent me, but after 57 minutes and being shuffled between four differe nt departments while waiting to speak to a fifth department my call was dropped. I sent an email to an XXXX XXXX who is my dedicated??? Homeowner Suppor t Specialist aski ng him to call me after XXXX XXXX which he did not yesterday or today. Citibank sold? my mortgage to Citimortgage. Citibank or Citimortgage is confused, messed up or ridiculously inept. They have not sent me any documents after the 3 month trial period pertaining to the modification, they say I have a past due amount of {$50000.00}, say I am being charged {$41.00} late fee, and their principal balance is wrong.
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

Tampa, FL

Problem with a purchase shown on your statement

Credit card or prepaid card: Store credit card

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: After 6 months, I finally received a credit to my Macy 's account for the bracelet and gift card that I never received. Macy 's mailed a gift card to my previous address from XXXX and the tenant that was living in the home at the time stole the gift card. I made a purchase from my Macy 's credit card, never received the item, was charged for the item even after it was determined the item was lost and then paid interest on the credit card from XX/XX/XXXX through XX/XX/XXXX . I requested a full refund, the interest that was paid on {$880.00} for the past 6 months AND credit protection for 1 year which is {$14.00} per month per XXXX because Macy 's accused me of receiving a gift card for {$880.00} and then trying to file a false police report. <P/> Macy 's caused this issue and needs to take responsibility for it. I paid for an item by credit card and the refund should have been placed on the credit card not a gift card to a 7 year old address. <P/> I do not like the way this situation was handled and I am requesting further investigation asap AND I am waiting for the interest to be paid plus the credit monitoring. If you want the police report you can speak to detective XXXX and listen to him blame Macy 's for the entire situation. Seriously thinking about closing this account and posting my complaint to BBB on XXXX and other social media outlets!
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

2017-06-07

Bronx, NY

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: On XXXX / XXXX / XXXX , through my email, I received a response from CFPB, however I was unable to view it as I was trying to reset my password and gain access to the response but did not get any emails to reset my password, so I made a call and someone was nice enough to read the response. It was decided from CITIGROUP that the merchant denied the refund and CITIGROUP were unable to resolve my issue. I am declaring a secondary dispute towards this case because the services were absolutely not received from my merchant. The merchant has tied off communication with me and CITIGROUP is n't complying with this case. It is unfair that CITIGROUP is allowing my previous merchant to run away with {$900.00} while services were unfulfilled. I allowed the merchant to deliver the services after 3 months while being promised to be done within 1 month. I gave the chance but never received anything. These services were for a website creation from the merchant that was to be expected yet received. CITIGROUP claims that they have sent out emails, mails, and communication to notify me of an action that I have not taken. However, I receive everything and keep up to date with my emails, mails and other forms of communications, but I absolutely did not receive any type of communication from CITIGROUP involving the disputed case whatsoever. CITIGROUP nor the merchant are complying with my situation because they are making claims that I should 've taken action of response when the proper communication was not delievered to 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

2017-06-07

Tallahassee, FL

Incorrect information on your report

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

Information is missing that should be on the report
Complaint: Paid in full Amt due per attached check. Credit report still reflecting balance due and derogatory credit score which I have disputed over and over while they drug out their investigation that my credit union reported they input info wrong electronically causing a bank certified not personal check sent by my bank officer in XX/XX/XXXX to bounce. The amount of the bank certified ck due {$350.00} in XX/XX/XXXXto pay in full account ending XXXX not XXXX as they have on credit report. CIti is very unorganized which is why I closed my acct in XX/XX/XXXX and asked for payoff. I will never use them again. The rest of my credit report is stellar. Giving these crooks this kind of power is absurd and unamerican.
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

NJ

Closing your account

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

Company closed your account
Complaint: My citicards credit card expired XX/XX/XXXX but I did not check on why I did not receive a replacement until XX/XX/XXXX since I was unexpectedly XXXX during that time. I called the number on the back of the card, XXXX , and asked and was told my account was closed. I gave them my new address and they said that they would send me a copy of the letter stating the reasons to my new address and that they could not tell me anything over the phone. I never received that letter and do not know why my credit card was cancelled. Their customer service is not helping 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

2017-06-07

Bentley, MI

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: Called Macy 's after I had been getting a call that the caller ID said was " XXXX XXXX XXXX. '' The most recent one was this morning ( X/X/17 ). Did not pick up phone because of recent scams. Researched online, and many others surmised this was a scam because their account had a XXXX balance. Since I have also not used my card, I was not concerned, but decided to call Macy 's directly. If nothing else, I could inform them of this scam. This call was just before XXXX. I called the phone number on the back of my card ( XXXX ) It was not working. I therefore called the nearest Macy 's, and they gave me a phone number to call regarding my credit card ( XXXX ). I had not used my Macy 's account for months, and have not received a statement. I was shocked to learn that I had a {$1700.00} balance on my account. When I said these charges were fraudulent, the representative suggested that I purchase insurance for a figure of over {$1000.00}. I then called XXXX, who routed my call to Consumer Protection ( XXXX ). After speaking with the gentleman there, I again called Macy 's. I spoke to someone named XXXX XXXX, and told her that my card had been fraudulently used, and that I would like it to be reported as stolen or cancelled so that no more charges were made. She tried to connect me to a phone number ( XXXX ) to report the charges. After a few attempts, she told me that nobody was available, and that I should attempt to call them myself.
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

Aston, 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
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

Fayetteville, NC

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 non-monetary relief

Timely Response

2017-06-07

Emerald Hills, CA

Problem when making payments

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

Problem during payment process
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

Arlington, VA

Fees or interest

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

Problem with fees
Complaint: On XXXX XXXX , 2017 , Citi imposed a {$35.00} late fee and {$170.00} in interest on my credit card account. I had made payment through my bank 's bill-pay feature, and had proof of on-time payment. So I called Citi about XXXX EST on XXXX XXXX , 2017 to look into the erroneous late fee and interest. Customer service representative " XXXX '' said payment was due on XXXX XXXX , but not received till XXXX XXXX . I looked at a calendar, and saw XXXX XXXX was a Sunday. I explained to XXXX that federal law prohibits penalties for payments received the next business day when payment is due on a Sunday or holi day. Citi refused to acknowledge its mistake, or reverse the late fee or interest. Hence this request for CFPB 's help. Thank you for your assistance.
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

San Diego, CA

Other features, terms, or problems

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

Other problem
Complaint: CitiBank has refused to refund my overpaid balance on my credit card. The reason provided is my account is under 'security investigation '. When asked to speak with someone about the matter, Citi customer service said to write a letter.. It 's 2017! why am I being forced to correspond with letters? I have since written the letter, but received no response. <P/>Truth in lending act regulation Z, 1026.11. a2, Refund any part of the remaining credit balance within seven business days from receipt of a written request from the consumer
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

Washington, DC

Incorrect information on your report

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

Account information incorrect
Complaint: -There are two Citibank student loan accounts that are negatively affecting my credit report ( A redacted screenshot is attached. ) -The " first account '' was opened in XX/XX/XXXX. I experienced financial difficulty beginning in late XX/XX/XXXX. Despite making minimum payments, Citibank charged-off the account in XX/XX/XXXX. <P/> -The " second account '' appeared on my credit report in XX/XX/XXXX. This second account is listed as being " In Collection. '' -There are separate telephone numbers for each of these two Citibank accounts. I called the number associated with the " first account '' and the recording indicated that Citibank no longer services student loans and that I should contact " XXXX XXXX. '' Upon contacting XXXX XXXX, I gave them my identifying information and they indicated that they could not find an account for me. I called the number associated with the " second account '' and the recording indicated that the number dialed was no longer in service. <P/>-Thereafter, I filed a dispute with the three major credit reporting agencies ( XXXX , XXXX , and XXXX ). The results of my disputes with the major credit reporting agencies stated that the information for both Citibank accounts is " accurate and has been updated. '' -Request for resolution : 1. How can the information related to these two Citibank accounts be " accurate '' when neither telephone number will put me in touch with someone with knowledge of these accounts? <P/>2. How were the major credit reporting agencies able to contact someone to allegedly validate this information when I can not do so with the information provided in my credit report? <P/>3. Citibank has neither notified me about the " second account '' that is allegedly " In Collection '' nor have they provided me an opportunity to address this collection account.
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

San Gabriel, CA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I noticed atm withdrawals from a non citibank atm that were not authorized by me and was brought to my attention when I was overlooking my bank account statements. I called to report the discrepancies to which I was provided with an adjusted credit. The unauthorized withdrawals occurred on XXXX XXXX ( {$200.00} ), XXXX XXXX ( {$24.00} ), XXXX XXXX ( {$64.00} ) ( {$100.00} ) and totaled {$390.00}. All of that credit has been reversed and my account is now overdrawn and has been blocked with added charges including {$20.00} for the non usage of a citi bank ATM.I am very disappointed with my short lived experience at this institution and was looking forward to banking here. I will make sure to advise to stay away from this bank.
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

Philadelphia, PA

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: XXXX sent me dispute results and a credit report. The results from the dispute are inaccurate. The dates on the dispute results and on the credit report are not the same. The representative on the phone provided me with different dates as well. The negative items should have been removed from my credit report by law. XXXX representatives are placing the blame on the companies, stating that the companies are reporting the information inaccurately. ( Macy 's and XXXX American Express ) If XXXX just monitored the information reported, they would clearly see that the dates reported have changed. This is 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

2017-06-07

Philadelphia, PA

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: XXXX sent me dispute results and a credit report. The results from the dispute are inaccurate. The dates on the dispute results and on the credit report are not the same. The representative on the phone provided me with different dates as well. The negative items should have been removed from my credit report by law. XXXX representatives are placing the blame on the companies, stating that the companies are reporting the information inaccurately. ( Macy 's and DSNB American Express ) If XXXX just monitored the information reported, they would clearly see that the dates reported have changed. This is 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

2017-06-07

Chicago, IL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA 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

2017-06-07

Naples, FL

Incorrect information on your report

Credit card or prepaid card: Store credit card

Account information 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

2017-06-07

Box Canyon, CA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM 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

2017-06-07

College Estates, MD

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

2017-06-07

Akron, OH

Struggling to pay mortgage

Mortgage: FHA 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

2017-06-07

Chicago, IL

Fees or interest

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

Problem with fees
Complaint: Citibank switched over the credit card numbers from an old number to a new number due to security issues with their system. During this transition online payments were not possible. I called in to make a payment and was told that they could not accept a payment but when the card number transition was complete I could do so. But then Citibank Charged a late fee.
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

2017-06-07

San Diego, CA

Other features, terms, or problems

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

Other problem
Complaint: Citi has refused to issue a refund check for the overpaid balancing. Their reason is it is under " security investigation '' Truth in lending actregulation Z, 1026.11. a2, Refund any part of the remaining credit balance within seven business days from receipt of a written request from the consumer ;
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

Huntingtn Bch, CA

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
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

Brooklyn, NY

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

2017-06-07

Springfield, MO

Fees or interest

Credit card or prepaid card: Store credit card

Problem with fees
Complaint: I have been a Best Buy Credit Card Account member since XXXX XXXX 2007. During that time I was unknowingly and unwillingly signed up for a Debt Protection Program that has charged me XXXX dollars a month that I thought was going to my principal. This morning, I received notice that I had to pay {$420.00} just to get my credit card back to its limit, even though I have n't made a purchase using my credit card in almost two years. I was unaware of this because I have made monthly payments on time through recurring payments, yet my account balance has grown. I got to the bottom of it and realized that all the money that should have been going to the principal was going to this program that has provided me no service. I found out, through calling that service that Citibank works with, that I have paid a total of {$1600.00} in fees to this Debt Protection Company. This is not counting all of the extra interest it as cost me to Citibank and Best Buy. The resulting total is thousands more. I have been a loyal customer to Best Buy for over 10 years and feel like, not only I was taken advantage of, but literally was stolen from. I submitted a claim for a refund but was told that I would need 30 days to hear from them and nothing was guaranteed and at that time my only option if I was n't happy with the out come was to write a letter to the following address : XXXX XXXX XXXX XXXX, XXXX. XXXX XXXX, XXXX XXXX, TX, XXXX. So I realized it was the BBB and I contacted them. They told me to file a complaint, but I could n't because it was " a business with a complaint for collections purposes with another business. '' I then called Best Buy Citibank Headquarters and they told me there was nothing more than I could do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response