CITIBANK, N.A.

2017-06-07

Fairfax, VA

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

2017-06-07

Palm Bch Shrs, FL

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

2017-06-07

San Gabriel, CA

Other features, terms, or problems

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

Other problem
Complaint: Th e Macy 's XXXX XXXX Credit Card account was overpaid and Citi blocked the account. After requesting a refund, Citi refused to refund citing " security review ''. This is directly violating the Truth in Lending Act : Per regulation Z, 1026.11. ( a ) ( 2 ), Refund any part of the remaining credit balance within seven business days from receipt of a written request from the consumer ; Banks are required to refund the overpayment upon request within 7 days.
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

Fisher Island, FL

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-06

Philadelphia, PA

Closing your account

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

Company closed your account
Complaint: I have been a customer of Citibank since 2014 and in that time, I have paid the FULL STATEMENT BALANCE ON TIME on all 4 of my cards that are held with Citi. This includes, the ThankYou Preferred Card, Double Cash Card, Costco Anywhere Visa, and the Best Buy Visa card. I have in fact OVERPAID my cards on occasion and if I received a refund from a company, they would need to send ME a check. Earlier this year, I had to file some disputes due to some unrecognized charges, and Citi promptly issued me new account numbers for these cards, however they failed to carry over my Autopay preferences to the new account numbers. Sure enough when the time came for my statements to be paid, my Autopay was non-functioning and payments were not made for 2 and eventually 3 of my accounts with them. I quickly fixed the issue, updated my settings so that my statements would be paid in full each month for all my cards. Seemed like an honest mistake on there part. I chalked it up to my own fault and figured I 'd pay the interest and move on. However, some time later I received letters saying that each one of my 4 Citibank credit cards was being closed. ( Yes, even the one that was still being paid every month ). They claimed it was due to " Excessive Risk ''. After calling in several times to different numbers for each of the cards ( equally frustrating ), they instructed me to write in to Citibank 's Executive response unit. Which I of course promptly did, and received 0 response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-06

Jacksonville, FL

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: XXXX XXXX XXXX To Consumer Financial Protection Bureau, Sub : Citibank is not processing and honoring new account open promotional {$400.00} bonus amount Dear Sir/Madam, I applied for a new consumer checking account ( Citibank Checking Account number : XXXX ) in Citibank XX/XX/XXXX night online. The Citibank offered {$400.00} cash bonus who meet the following criteria. -To qualify for a {$400.00} cash bonus, open a new consumer checking account in The Citibank account package by XX/XX/XXXX . -Within 30 days from the date you opened your new checking account, deposit {$15000.00} or more in new-to-Citibank founds into your new checking account. -A minimum balance of {$15000.00} is required to be maintained in the new checking account for 30 consecutive calendar days following the date you made your qualifying deposit I have attached screen sho t of Citibank promotional offer and step by step of my account applications. My new consumer checking account was processed by Citibank on XX/XX/XXXX and I made a {$15000.00} deposit on XXXX which was actually processed by Citi on XX/XX/XXXX . I maintained {$15000.00} balance all the times. So on XX/XX/XXXX , the requirement was met. When I did not see {$400.00} cash bonus credited in my account, I called Citi customer service on XX/XX/XXXX . To my surprise, Citibank said-The r equirement was met but {$400.00} cash bonus will be credited within 90 calendar days from the date requirement was met provided my account is XXXX tax certified. Kindly note- Citibank has never disclosed this 90 days waiting period and Account tax certification on their promotion offer page. I asked Citibank, what is the process for XXXX form submission. Citibank asked me to mail the XXXX form to their XXXX XXXX , SD office. Since I am in XXXX , FL, there is no Citibank location here. Citibank also informed me they cant accept XXXX via FAX. I was upset but I mailed XXXX next day and was just waiting. After abou t 4 we eks around XX/XX/XXXX , I called Citibank to check XXXX tax certification status. To my surprise Citibank told me that they have rejected my XXXX due to missing supporting documents and asked me to resend. When I asked them what is missing, Citibank did not answer my question. That time I was suspecting Citibank is just trying to find some excuse to dishonor my {$400.00} cash bonus. Well, I mailed the XXXX for m again ( 2nd time ) o n XX/XX/XXXX and waited for a month. But no update fro m Citibank. When I called Citibank on o r about XXXX , Citibank said they have not received my 2nd XXXX and asked me to mail XXXX form again. I was surprised and I was very mush sure Citibank is just lying to me. But I mailed the XXXX form again 3rd time on XX/XX/XXXX realizing there could be some issue with USPS delivery. Well, I wait for more than a month, but no update from Citibank on my XXXX tax certification. I contacted Citibank customer service multiple times between XX/XX/XXXX and XX/XX/XXXX , But overtime Citibank said they have not received my XXXX and I will not get my {$400.00} cash bonus unless XXXX receive and process my XXXX At the last, I mailed XXXX form 4th time on XX/XX/XXXX by USPS certified mail with tracking. USPS tracking # XXXX . The tracking shows, Citibank received my XXXX on XX/XX/XXXX . I called Citibank on XXXX / XXXX / XXXX and provi ded USPS tracking #, Citibank said t hey dont have any information on my XXXX and it would take 10 days to process my XXXX once Citibank receive my XXXX . Well, I waited till XX/XX/XXXX but no update from Citibank regarding my XXXX tax certification. I contacted Citibank multiple times between XX/XX/XXXX and XX/XX/XXXX and every time Citibank told me they dont have any update on my XXXX tax certification. At this stage, I am highly suspicious that Citibank dont want to honor my {$400.00} promotion bonus and XXXX tax certification is just an excuse for them not to credit my {$400.00} promotion bonus. For your kind review, I have attached a screen short of my USPS mail certified receipt and tracking details. The tracking clearly shows, Citibank received my XXXX on XX/XX/XXXX . In spite of that, Citibank is saying there is no information on my XXXX certification nor they have received it. How could it be possible? Citibank is just lying. Hence, I request Consumer Financial Protection Bureau to step in and help with resolving the matter with Citibank and help me with getting my {$400.00} cash bonus at the earliest. Thanking you.
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

2017-06-06

Baltimore, MD

Struggling to pay mortgage

Mortgage: VA 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

2017-06-06

Fort Lauderdale, FL

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: I grew up in XXXX XXXX and opened up an account with Citibank. I got a promotion at wok and that sent me tl XXXX. From there I went ti XXXX, I asked Citibank several time to please move my account to XXXX. She told me it could not be done i would have to go to XXXX. I have been legal XXXX since 1991, I feel it is my money and I should e able to have it where i want, They could send my money everywhere but not to myself .. <P/>Thank you 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

2017-06-06

Hinkley, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: On XXXX XXXX , XXXX I applied to refinance my home mortgage. with XXXX XXXX . They ran my information through XXXX automated underwriting system and I reported back that I had a mortgage charge off. I know for a fact that I did not have a mortgage charge off. I contac ted CitiMortgage immediately to clear the issue. After being hung up on and given the run around, I was told they did not report my account as a charge off. The account in question was refinanced in XXXX by them. They have refused any further action or responsibility. In the mean time ... .CitiMortgage is the only one that can clear this error and my rate lock expires in 14 days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-06

San Diego, CA

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: I have had an ongoing issue with Macy 's credit. T hey claimed I was 30 days late twice. It was reported to the credit bureaus. I was completely unaware at the time that account was late and when I found out I paid the entire balance. The account had a low balance of around {$100.00} at the time and I have had an account in good standing for at least 15 years. <P/> It is SO frustrating that so far I ca n't get this fixed. And so disappointing not to be listened to or taken seriously. <P/> I placed m y Macy 's card onlin e on autopay in order to pay my bill automatically. I saved the screen and it said it showed the auto pay was supposed to be started. Apparently, unaware to me it did not work. I never received any notice that my payment was late, no calls, emails or bills. The first late was XX/XX/XXXX - I had no IDEA WHATSOEVER THAT THIS WAS EVER LATE. Then on XX/XX/XXXX I got a late mark on my credit report and was unaware due to thinking I had auto-pay on until I finally received a letter saying my payment was n't made at that time IMMEDIATELY I paid my bill. <P/> I call ed Macy 's se veral times, they were unresponsive to me and routed me around to multiple people all telling me different things and treating me like I am making up a story or not being honest. <P/> I tried to correct this by discussing this with Macy 's credit, and the higher ups and they will not take any responsibility or show me any proof that they tried to contact me and got through or that their auto-pay was working correctly. <P/> Macy 's is unreliable and negligent with their customers, wo n't take responsibility for their disorganization! And then the customer pays the price for Macy 's errors! <P/> I want these late marks on my credit removed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-06

Key Biscayne, FL

Attempts to collect debt not owed

Debt collection: Private student loan debt

Debt was already discharged in bankruptcy and is no longer owed
Complaint: Citi bank NA has been reporting loans past the statute of limitation to my credit bureaus. They had sold some loans 23 and 26 to XXXX XXXX XXXX XXXX that has been harassing me and contacting me for repayment. Citi bank is no longer reporting those loans because of their erroneous error they had to remove them. XXXX XXXX has not removed said loans and continues to contact me for repayment of erroneous loans. <P/> Citi bank also has the first date of delinquency for loans 21 and 22 listed as XX/XX/XXXX which they said would remain on my credit for a period up to 7.5 years. florida statue where I reside and where the loans were originally taken out states : The FDCPA prohibits collectors from taking action to collect a debt that they can not legally take. In many states, filing a lawsuit beyond the statute of limitations is a fundamental illegality. If they have taken this step, you have rights to pursue under the FDCPA. CAPITAL MANAGEMENT IS ATTEMPTING THIS. Contract or written instrument and for mortgage foreclosure : 5 years. F.S. 95.11. Floridas statute of limitations varies for different types of debts. For written contracts such as personal loans, the statute of limitations is five years. So once this type of debt is more than five years past due, the lender can no longer sue in order to collect owed money. THIS DEPT IS TO BE REMOVED FROM MY CREDIT IT IS 2 YEARS PAST THE FIRST DATE OF DELIQUENCY THEY ARE REPORTING ON LOANS 221 AND 22 AND PAST THE DATE OF LOAN 20 THEY SOLD TO DISCOVER BANK XX/XX/XXXX THAT THEY CHARGED OFF IN XX/XX/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

2017-06-06

Bakersfield, CA

Incorrect information on your report

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

Account status incorrect
Complaint: I have had numerous conversations with CITI regarding my account # XXXX XXXX XXXX XXXX - Which was an old XXXX account that was converted into CITI through Costco. <P/>They charged me an unexpected fee, failed to disclose it, and then marked me 60 days delinquent for XXXX 2017. I am in the middle of a mortgage transaction and this is now causing serious problems and I am in jeopardy of losing thousands of dollars. I have talked to CITI and they have agreed to remove the derogatory reporting, yet as of XX/XX/2017 they updated the credit bureaus and re-confirmed the 60 day late. Now my reports are updated with a late payment still on their. It is a nightmare to navigate the CITI phone system, and every customer service rep I speak to is unable to understand my problem, or offer a solution. I urge, and plead for your assistance in resolving this matter ASAP. I am on a deadline of XX/XX/XXXX and need written confirmation before then that this late payment has been deleted from my credit history once and for all.
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

2017-06-06

Orange, CA

Managing an account

Checking or savings account: Checking 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

2017-06-06

North Shore, LA

Struggling to pay mortgage

Mortgage: VA 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

2017-06-06

Smyrna, GA

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 non-monetary relief

Timely Response

2017-06-06

Sherman Oaks, CA

Incorrect information on your report

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

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 non-monetary relief

Timely Response

2017-06-06

Baldwin Hills, CA

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: I am trying to pay this debt howe ver, Citi/ATT Universal Card is fals ely charging me. I closed the account and pay more than the minimum payment. Call after call to Customer Service is useless ; written communications are not helpful ; I need help in resolving this matter. I made a payment of {$500.00} XXXX 2017, it did not clear then and to date it has not cleared my bank ; XXXX XXXX , 2017, I called Citi, was told payment was not received ; XXXX XXXX , 2017, I stopp ed payment on the check and made a replacement of that check by phon e to Citi in the amount of {$500.00} ; XXXX 2017 statem ent shows a charge of {$500.00} ; I called customer service disputing this charge, they are useless and rude ; many attempts to resolve this monthly {$500.00} charge was resolved, so I thought. Please see attachments hereto. I am being charged {$500.00} each mont h by Citi ; I have called and written Citi without succe ss. Maybe you can assist me in resolving this. Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-06

Kingstree, SC

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with explanation

Timely Response

2017-06-06

Van Nuys, CA

Trouble using your card

Credit card or prepaid card: Store credit card

Account sold or transferred to another company
Complaint: On XXXX XXXX, 2017, XXXX should down my AmexCard within minutes stating someone made a purchase at XXXX. I have not been able to get access to my account online or through the telephone. They have illegally charged me late fees and interested. I contacted Mr. XXXX XXXX and over ten ( 10 ) through faxes and he has never responded. To this date, I am unable to gain access to my account. They have intentionally ruined my credit. I did nothing wrong. I have a XXXX balance except for their illegal fees and late charges. They have ruined my credit reporting me late which is untrue as I am unable to even gain access to my account. They closed my account. I have never received any statements for the last three ( 3 ) months. Again, they have violated my rights. I can not even view my account online. I do not have any valid credit cards from them that are operative. Please investigate and fine them for their illegal behavior.
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

2017-06-06

Rncho Domingz, CA

Incorrect information on your report

Student loan: Private student loan

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

2017-06-06

Los Angeles, 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 explanation

Timely Response

2017-06-06

Tarzana, 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: On XXXX XXXX , around XXXX XXXX XXXX PST, I contacted the Customer Service Department at Sears MasterCard a nd I spoke to a representative named XXXX XXXX pertaining to the Past Due status of m y Sears MasterCard account. I have posted a payment around XXXX XXXX prior to the XXXX XXXX balance and since that time, Sears has been harassing me with numerous calls everyday at all times of the day from XXXX . I informed this Customer Service Representative that I made the payment on XXXX XXXX to take care of the XXXX billing cycle balance. I remember making a payment of {$210.00} which is the minimum payment due on XXXX XXXX . However, I was informed by Sears MasterCard that there was something wrong with the payment that was posted on XXXX XXXX . I was able to finally scroll through the e-mail alerts that I have received from Sears MasterCard for the month of XXXX after spending time at the hospital and around XXXX XXXX , XXXX posted a Minimum Amount Due of {$480.00} as opposed to the {$210.00} amount posted for the month of XXXX . I was misinformed about this balance when it was supposed to be {$210.00} and Sears MasterCard kept calling me about t his Past Due Balance when it was originally posted as {$210.00}. I eventually spoke to XXXX XXXX at the aforementioned number on XXXX XXXX to post the Minimum Amount Due of {$210.00} to satisfy the minimum payment requirement for the month of XXXX . I told her that my previous bank accounts have been compromised and that I will be posting the payment drawn on my XXXX XXXX account ending in XXXX . I verified this with her several times and she even read the information back in addition to advising me that the account would be updated to its current status and in good standing. I confirmed this with a Customer Serv ice Rep I spoke to on XXXX XXXX , stating that my account would be kept current and in good standing with any late fees waived after the last payment that was posted on XXXX XXXX . However, when I logged back into my account on XXXX XXXX , I was surprised to find out t hat Sears MasterCard in correctly posted a Past Due status on my account prior to posting a payment in the amount of {$210.00} to satisfy the Minimum Amount Due requirement due on XXXX XXXX . I contacted the Customer Service Department and I was connected to a customer service representative, XXXX , stationed overseas and he stated that the payment I posted on XXXX XXXX with XXXX XXXX on the phone was returned due to the account being closed. I tried to dispute that payment being returned because I specifically informed XXXX XXXX I spoke to that the {$210.00} payment posted on XXXX XXXX would be drawn on my account ending in XXXX which she was able to confirm. I was then forwarded to a customer service representative in th e US a round the same date and I was able top speak to XXXX who verified that XXXX XXXX made a mistake in posting the {$210.00} payment drawn on a different account which I did not authorize her to use. I proceeded to authorize XXXX to post a payment in the amount of {$210.00} drawn on account ending in XXXX to satisfy the XXXX balance which was supposed to have been taken care of on XXXX XXXX , the Cus tomer Service Representative I spoke to, then posted the payment in the amount of {$210.00} drawn on account XXXX to take care of the Minimum Amount Due for the month of XXXX which was supposed to have been taken care of on XXXX XXXX . The Confirmation for this payment was XXXX wsent to my e-mail. I also informed XXXX that I previously posted a payment of {$210.00} on XXXX XXXX to take care of the XXXX balance due XXXX XXXX ( Confirmation # XXXX ) on top of the XXXX statement balance payment that was made over the phone. Towards the end of the call, XXXX informed me that the account will be updated to its current status in good standing in light of an error made by a customer service representative I spoke to on XXXX XXXX , which is indicative of inaccuracies on the part of Sears MasterCard in posting the proper Minimum Amount Due and the appropriate status of the 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

2017-06-06

Perris, CA

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: I had a fraudulent charge on my credit card by a gas station in the amount of {$150.00} on XX/XX/XXXX and a XXXX transaction in the amount of {$1000.00} on XX/XX/XXXX . We had not taken notice of these charges when they occurred and it was brought to my attention when I printed out the annual report for the credit card in late XX/XX/XXXX . We paid the credit card at the time because we have another credit card with this company and we owed just about the same amount and the confusion of paying this credit card occurred because we thought we were paying the other credit card. I contacted the credit card company and they immediately deactivated my credit card. It took a few weeks before I heard back from them indicating that they were unable to help us out by returning our money because we have had the same address and we received our bill. I told them that we oversaw the charges thinking we were paying our other credit card from them. They just insisted that they could n't help us. They have a whole fraud department and they were not able to help us get our money back???? Are n't they supposed to catch these type of transactions? I contacted the gas station and spoke with t he manager an d she stated that the gas station would red flag any charges above {$300.00} because that exceeds a normal transaction charge. They said they would n't be able to help us out because I was contacting them in XX/XX/XXXX and the fraudulent transactions had occurred in XX/XX/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

2017-06-06

Carrollton, TX

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 monetary relief

Timely Response

2017-06-05

Goodrich, MI

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
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