CITIBANK, N.A.

2017-06-05

CA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Complaint: The original creditor was Departme nt Stores National Ban k. The original debt problem was in XXXX . I lost my job and was n't able to find another job. I was unable to pay off the debt. Departme nt Stores National Bank assign ed a debt collector, XXXX XXXX XXXX . I negotiated a settlement and on XXXX / XXXX / XXXX the debt was paid off to XXXX XXXX XXXX . I have the original letter of proof from them stating the debt is paid. Just after that date, Departme nt Stores National Bank hired 2 other debt collectors , XXXX XXXX XXXX and XXXX XXXX XXXX to try to collect the debt again. I had to send them a copy of the pay off letter and they were satisfied. Departme nt Stores National Ba nk then hired XXXX XXXX XXXX AGAIN to collect the debt. This was on XXXX / XXXX / XXXX . XXXX XXXX XXXX said they did not show a record of the pay off. I had to send a copy of the letter FROM XXXX XXXX XXXX , TO XXXX XXXX XXXX to prove I paid it off. If I would n't have had a copy of it, they would have said it was never paid. Then on XXXX / XXXX / XXXX Departme nt Stores National Bank hired XXXX XXXX XXXX - same process. On XXXX / XXXX / XXXX I received another letter from another collection agency, XXXX XXXX XXXX again saying I still owed the debt - same process. Then on XXXX / XXXX / XXXX I got a letter AGAIN from XXXX XXXX XXXX ( no w known as XXXX XXXX XXXX ) saying I still owe the debt - I went thru the process again. Now I just got a letter AGAIN from XXXX XXXX XXXX XXXX XXXX saying I STILL owe the debt. It 's even signed by the SAME person as last years letter!!
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

2017-06-05

Ny City, NY

Closing your account

Credit card or prepaid card: Store credit card

Company closed your account
Complaint: Citibank closed my Sears cre dit card because according to the company, " 15 months of inactivity gave us a reason to close the card ''. <P/> False. <P/> There was activity as recent as 1 week ago. <P/> Sears Credit Card was supposed to list transactions that occurred in XX/XX/XXXX / XX/XX/XXXX as fr aud. Due to incompetence and gross negligence, Sears treated the charges as a dispute and my charges remained on my card and interest and late fees piled on for months. After months of wranglin g, I Sears changed the dispute to fraud. I was " credited '' part of my balance. <P/> I mention part of my balance, because yes, Sears brought the account to XXXX , but what they are forgetting is that I made payments throughout the time fraud was on my account, to keep my credit card payments current. They stated that they credited all fees and charges, but there should be a credit balance on my account the payments I made. <P/> On top of all of this, I received correspondence from Sears that the credit agencies were informed and received up to date, POSITIVE INFORMATION, that my account was XXXX , paid in full and CURRENT and CURRENTLY OPEN. <P/> I HAVE BEEN DEALING WITH CITI CARD SERVICES SINCE XX/XX/XXXX ABOUT THIS FRAUD MATTER AND BECAUSE THEY ISSUED THE TRANSACTIONS INCORRECTLY AND NEVER CREDITED ME, THEY NEVER SENT ME ANY NEW CARD. <P/> AGAIN, I HAVE NOT HAD POSSESSION OF A CREDIT CARD FROM SEARS BECAUSE FRAUD WAS ON THE CARD. THEY FOUND THE CASE IN MY FAVOR AND THEY WERE AT FAULT. <P/> I HAVE DOCUMENTATION PROVING THAT THEY ADMIT FAULT AND A WRITTEN APOLOGY. I ALSO HAVE DOCUMENTATION FROM SEARS THAT THEY WILL BE SENDING ME A NEW CARD AND THAT MY ACCOUNT IS OPEN. NOW, ITS REVERSE, THE ACCOUNT IS CLOSED?
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

Wallington, NJ

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: On Tuesday XX/XX/XXXX at XXXX two transactions in the amount of {$2600.00} were attempted to be used at a convenience store in New jersey . Citibank contacted me after the second transaction and that was declined due to the report. They then called me to verify if I had the card in my possession I stated no, and they shut down that card. I asked for a provisional credit which they processed and filed my report with them. They also asked me if I was willing to file a police report if needed. I agreed. <P/> On XX/XX/XXXX I was informed that they found that the transaction was in my normal shopping behavior ( it was not ) and therefore they denied the claim. I requested to reopen the case by ways of an appeal, they said they would reopen the case but they would not credit my account. <P/> I then got the following items a police report and a letter from my employer and submitted it to them on XX/XX/XXXX stating that this was a fraud transaction and also that I was in another state at the time of the alleged purchase. I was informed on XX/XX/XXXX that they have not yet reopened the case. <P/> Citibank has since sent me 4 letters electronically that they have resolved my problem but nothing has yet been resolved. I also provided Citibank with the detectives phone number, case number and informed them that they have CCTV footage from the theft that proves it is not 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

2017-06-05

Green Bay, WI

Fees or interest

Credit card or prepaid card: Store credit card

Problem with fees
Complaint: I had a store credit card with Sears ( CitiBank ). I paid my card off in full. The payment of XXXX cleared my bank on XXXX XXXX, 2017. I then received a bill for the XX/XX/XXXX billing cycle with a late fee of {$27.00}. I called the number on the bill and spoke to XXXX about why I had a late fee on my bill when I paid my bill off in full. She said it processed after the cut off date. I disagreed and told her it had cleared my bank and I was not certain why it had not processed sooner. She agreed to give me a credit on the late fee. I did receive the credit and received a XXXX balance bill for the XX/XX/XXXX billing cycle. Then I started receiving calls from Sears ( Citi Bank Collections ) for {$54.00}. I called and asked them what it was for and they told me I had n't paid my {$27.00} and charged me an additional {$27.00} late fee. I explained to them that I did n't have a late fee or owe the {$27.00} and in fact I had a {$0.00} balance bill in front of me. He basically told me I was lying and transferred me without an introduction to someone else who again told me I owed them {$54.00} in late fees. Finally after talking to the 3rd person she realized that I had two account numbers, and that when they sent me my new card and I activated it they did not transfer the {$0.00} balance over.she then sent me back to customer service so they could resolve the issue. On XX/XX/XXXX I spoke to XXXX and he said they had credited my account and I only owed my current balance on XXXX XXXX 2017 of XXXX. You can imagine my surprise when my husband called me on Sunday at work and told me Sears ( Citi Bank ) had called again. They also called me this morning about my {$54.00} late payment. I once again told them that I did n't owe the money and they should check both account numbers. The person I talked to today said oh I see your other account has a negative balance for {$27.00}. But his current account shows past due. He could not fix it and said he would put me on hold and try to get someone to fix it. So after another hour of dealing with these people, I was told someone would fix it and they hung up the phone. I also told them they should make sure that they did not report this to the credit bureau. They were unable to assure me that they did not but did n't think they did.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-05

Council, NC

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

Timely Response

2017-06-05

Sacramento, CA

Fees or interest

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

Charged too much interest
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

Yeagertown, PA

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: Dear Consumer Finance, I am filing a formal complaint against Citibank for failing to honor the {$400.00} Promotion Bonus after keeping {$15000.00} opened in an approved checking account for consecutive 30 days. This promotion is similar to what is described at this URL : XXXX XXXX XXXX Around XXXX timeframe, I received a targeted offer from Citibank to open a new checking account, and deposit {$15000.00} to qualify for this bonus. During the ensuing months, I experienced difficulties opening my account and funding the account with {$15000.00} within the 30-day requirement. However, I made multiple calls to Citibank to ensure that I can still qualify for this promotion, and every time a different CSR agent assured me that my account has been setup and coded for the promotional offer. I was further informed that as long as I keep the money in the account, I should receive the {$400.00} bonus 3-months after I qualified for this promotion. Around XX/XX/XXXX, I followed-up with Citibank again and inquired on my missing bonus cash. The response was that I should be receiving the bonus soon. I waited again until yesterday on XXXX XXXX XXXX, and called Citibank and inquired again on getting a resolution to my missing {$400.00} bonus. I was informed that my account was setup properly and coded for the promotion, and the agent will open a case to have researched done. Upon checking my Citibank Message Center today on XXXX XXXX XXXX I received a response to my inquiry dated for XXXX XXXX XXXX stating that my account has been disqualified for the {$400.00} bonus. The reason was that I did not fund my account within the required 30-day period. However, during the initial account setup, the CSR agents I spoke with stated that they will extend the promotion and that my account will qualify. Please assist with obtaining resolution to this on-going issue with Citibank. This bank should honor what they have promised their customer. This bank has weaseled out of paying their customer for the promotion they ran, and tied up a significant portion of my cash investment without earned interested. Thank you for researching into this complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-05

Carver, MA

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: I bought my home last year and moved in in XXXX XXXX XXXX ). I called Home Depot to update my my address for my credit card ( from CitiBank ). I never received my statement at the new address, and kept calling them about it. At the same time, I kept making payments from my onlin e banking. I always made payments greater than what my minimum payment was, however I just found out my account is delinquent and they will not make any adjustments because they are saying it 's my fault that my account is late. I have never been late or had issues with any of my credit cards.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2017-06-05

Stevenson, MD

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: The CFPB needs to take action on this illegal activity that Citi Mortgage did and continues to do to consumers. Attached you will find the original DOT that was recorded in XXXX XXXX Public Records in XXXX XXXX, XXXX. You will see that the original Lender is XXXX XXXX XXXX. Also attached is a DOT dated XXXX XXXX, XXXX. This DOT purported to transfer this mortgage to Citi Mortgage. Here in lies the problem. XXXX XXXX XXXX went bankrupt in XXXX. Although XXXX is purported to be a nominee for XXXX XXXX, this is far from the truth. There is current law which clearly stated that XXXX can not be a Nominee for a defunct organization. This is highly illegal and I will continue to fight this with an attorney until something is done about it. Attached is also the XXXX XXXX XXXX Dissolution which clearly shows that they were dissolved in XXXX. This is the biggest kicker of all. XXXX XXXX XXXX was never licensed to conduct business in the state of Maryland, which voids any mortgage contracts that they initiated in the State of Maryland. It is evident that these actions are highly illegal and the CFPB needs to take some action regarding this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-05

Fort Lauderdale, FL

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-05

El Portal, FL

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-05

Los Angeles, CA

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 monetary relief

Timely Response

2017-06-05

Seattle, WA

Improper use of your report

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

Reporting company used your report improperly
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-05

AZ

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I received notification and a refund check for {$4900.00} from Citi Mortgage in XX/XX/XXXX with an explanation that the refund was a function of not getting the benefit of a interest rate reduction ( at origination in XX/XX/XXXX) given the overall relationship I had with the bank. In subsequent discussions with the customer service dept., I understand that I should have benefitted with a XXXXbps reduction ( 2.75 % vs 3 % ) on the mortgage. The rate is fixed for the first 10yrs ( untilXX/XX/XXXX ) and floats thereafter for the remaining life of the mortgage. When I asked how they arrived at the figure of {$4900.00} I was informed that they took the initial principle ( XXXX XXXX ) and applied the XXXXbps for the first 5 years ( {$390.00} x XXXXbps XXXX ). While I appreciate that there has been amortization on the loan ( to $ XXXX ) and they paid on amount w/o considering amortization, I believe they should pay on the 10 year fixed period as I would benefit by a lower interest rate for an additional 5 years if the correct interest rate ( 2.75 % ) was used at origination. When I asked if I could appeal this decision as to the time period used for reimbursement they said I could not and referred me to CFPB. I still have a extensive relationship with Citibank so was very disappointed that they took they position. Obviously, I am happy that an internal Citi audit uncovered this initial mistake but I believe they have fell short in turn of a fair reimbursement for the period where I should enjoy an interest rate reduction
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-05

Lewisville, TX

Fees or interest

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

Problem with fees
Complaint: I have it in writing that after spending XXXX dollars in 3 months, that my annual fee will be waived. I have this promise by XXXX and XXXX and it is documented also. I called in at XXXX and was told not one thing is in the notes by XXXX on XXXX at XXXX and she was also so rude and even said there are so many notes on your account and you call in all the time like I have no right to be helped. She told me to I had to go and pull the letter for proof to her and was so rude and said I needed a date as she did not wish to go through all of my notes. She basically poked fun of me in many ways and when I asked her to talk slower, she had an attitude all the way. I then was forced to call back and the offer is noted on my account effective XXXX XXXX . Please look into this on the rudeness of XXXX please.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-05

Hollywood, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This is in response to prior claims that have been submitted and closed due to the response of the creditor. Claim file numbers are XXXX and XXXX . <P/> The foreclosure sale has been process my motion to dismissed was denied as expected, to think that the judge would listen to my case and my concerns was foolish. However I received this letter that I have attached from Citimortgage and have followed up on this I have not heard back. I want to the outcome and has this request has been processed and I am entitle to this refund. As their claim is that I did not make any payments while my file was in foreclosure but checks were processed cashed. <P/> Please advise, 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

2017-06-05

Austin, TX

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 explanation

Timely Response

2017-06-04

Kawaihae, HI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We purchased a home in XX/XX/XXXX for $ XXXX with 10 % down payment so we were forced to open an escrow account and pay PMI - due to mortgage debacle we were not permitted to finance a 80/10/10 loan as we did with our first home - even though we have an excellent credit score. In XX/XX/XXXX we took advantage of an offer by CitiMortgage ( big mistake ) to lower our interest rate. In the process of the paperwork, they " appraised '' ( on paper ) our property far below our purchase price - at $ XXXX I believe is the number cited over the telephone. Our loan amount was $ XXXX. The home was not physically appraised and I never knew they changed the value of our property as I was advised no appraisal necessary and I do not believe I was given a copy of this form as I do not have it with our closing loan docs. I called CitiMortgage several months back to inquire about removing PMI because our house is worth significantly more than we paid. That 's when I was informed that the appraised value is {$290.00} and our loan {$280.00} - so we were a long way off to reaching the 78 % LTV. I was told I could have an appraisal at my expense - fine - I asked if I could use an appraiser of our choice ( because I do n't trust them ) or was I forced to use one of their choosing. They said I could use one of our choosing, as long as they were licensed to perform appraisal in the state HOWEVER - they said they would review the appraisal BUT that the holder of the loan ( XXXX XXXX ) did NOT have to approve our appraisal. I know for a fact that a bank does not loan more $ than the appraised value on a loan and asked several people within CitiMortgage about this including a supervisor and they went silent - they could n't answer my question because they knew I was right. If the appraised value is less than the loan amount, the purchaser must come to close with the additional cash. I then asked for a copy of the supposed appraisal and the representative over the phone said he put the request in and a couple of weeks later, I received a letter from CitiMortgage stating they could not provide and I would have to obtain from a third party ( not surprising - CitiMortgage has always given me the run around-always ). Now they have sold my loan to XXXX XXXX effective XX/XX/XXXX - I have no idea what 's in store for us now ). Our property tax records are showing the assessed value ( which is always lower than market value ) at $ XXXX for XX/XX/XXXX. Homes in our neighborhood are selling mid 400s as we speak. I would like to know what I can do. I am furious that consumers are held hostage and mortgage companies are allowed to break the law - they refuse to remove the PMI even when LTV is well above 78 %. They continue to raise our payments every year for the escrow account " to create a cushion in our escrow account. '' I 'm tired of them holding our money and us being forced to pay PMI. We have never been late or missed a payment and again our credit score is still over XXXX. Any advice would be much appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-04

San Gabriel, CA

Fees or interest

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

Problem with fees
Complaint: I was charged a late fee for my first late ever with the CITI CC company as I was on vacation for XXXX holiday. I immediately made my pmt after i returned and also never got notification to avoid late fee to make pmt soon.They were not willing to reverse nor work with me, but offer that they no longer reverse late fees for anyone because they need to make money.
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

2017-06-04

Bronx, NY

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

Untimely Response

2017-06-04

Vega, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: We had some financial issues in XX/XX/XXXX and had to file bankruptcy. We had reaffirmed our home and had all payments caught up by XX/XX/XXXX. In XX/XX/XXXX CitiMortgage sent a statement indicating that we were still 1 month behind on our mortgage. I had contacted them by phone beginning that same month about the situation and they assured me that they had found the mistake and would correct it. Several months passed and every month I had the same discussion with them about the missing payment. I had finally sent them documentation by fax, email and certified mail showing that the payment had cleared my account and nothing was ever settled. I fell behind again in XX/XX/XXXX and by XX/XX/XXXX, I called to catch the payment up but the mortgage company would not except payment over the phone. On XX/XX/XXXX I mailed 3 payments to CitiMortgage. They sent the checks back to me stating that they received the checks on XX/XX/XXXX and my account was referred to the foreclosure lawyers on XX/XX/XXXX. I then asked them the amount that needed to be paid to stop foreclosure and reinstate my loan and they could not tell me at that time and that I would need to contact the foreclosure attorneys. I then contacted the attorneys on XX/XX/XXXX by phone and was told that they would have to review my case and it would 3 to 5 days to send me a reinstatement amount. I received an email from the attorneys on XX/XX/XXXX providing me with the reinstatement amount including several charges that I disputed. I sent a letter by mail and fax disputing the charges. I never received a response so on XX/XX/XXXX I wired the money in the reinstatement quote as instructed to the attorneys account to meet the deadline and stop foreclosure proceedings. I have attached some of the correspondence requesting information. <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

2017-06-04

Nyc, NY

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: Citibank Exe Response Unit has sent me a copy of a falsified closing of a Heloc loan for XXXX XXXX XXXX XXXX. The document was never seen by me before Citibank supplied it by email XX/XX/XXXX and has a signature for me fromXX/XX/XXXX but was not signed by me. The document does not accord with the requirements of the Heloc department which has told me that they do not ask for social security numbers. The document datedXX/XX/XXXX requests that the account be closed immediately Citibank variable rate account source sent by Exe Response shows the account open throughXX/XX/XXXX. I have supplied the document to the Citibank Heloc department attn XXXX ( supervisor ) for verification. In XX/XX/XXXXper a letter of authorization Citibank was to produce all my documents to me.They failed to produce the mortgage for XXXX XXXX XXXX XXXX NY XXXX I have repeatedly requested these documents and have been told that they are not in their computer. I would like a copy of all mortgage documents including the closing and any loans. This complaint is related to the complaint you investigated per the letter from the Attorney General concerning the false POA documents to XXXX XXXX and several other lawyers used without my knowledge on Citibank mortgages.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-04

Bronx, NY

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 explanation

Timely Response

2017-06-04

PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Was current on Mortgage . Husband lost job and making payments was getting difficult. Company said in order to apply for modification, I had to be behind on payments. Skipped one payment, then applied and was approved for a loan modification. Successfully completed Trial Plan Payments, and at end of the trial period, mortgage company refuses to complete the offered modification. They are now trying to foreclose.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-04

Hoard, TX

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response