CITIBANK, N.A.

2017-06-04

Bohemia, NY

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: I took out a credit line mortgage in XX/XX/XXXX with Citibank. Citibank issued a satisfaction of mortgage that was filed releasing the mortgage but does not understand that I am unable to complete the short sale of my property unless they release the judgment lien they filed against the property in XXXX . I have an approval to close on my sale. However, the Title company advises I must have a release of the mortgage and judgement lien. The judgment lien is for the credit line mortgage which Citibank issued the satisfaction for. I have tried to explain this to the customer service dept, but no one understands and keep sending me the same document. <P/> I have attached a copy of the original credit line documents and the judgment filed with the court. I simply need a release of the judgment lien which releases the same credit line mortgage, I was issued a satisfaction of mortgage for. Please see attached. <P/> Time is of the essence on this matter. Please help me.
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

2017-06-04

Nyc, NY

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: Macy 's ( o nline here : XXXX XXXX XXXX XXXX XXXX ) and at their XXXX XXXX XXXX location ( in XXXX , NY, where no one has cars/trucks/etc, which will be relevant ), advertises up to {$100.00} off purchases made when you open a new card. The purchases must be made within 2 days of opening the card. <P/> I went t o Macy 's to buy a mattress that was cheaper because of this {$100.00} offer and opened a card. The interest rate is ridiculously high, and so I opened the card only because of this offer. <P/> The in-store person I dealt with handled the entire transaction - he answered questions about the mattress, set up the credit card application, processed it, and set up delivery date. I did not speak with any other representatives, there were no opportunities for a store rep to misunderstand what was happening. <P/> The associate told me the credit would appear on my first statement. I waited unti l 2 s tatements had come, and nothing was there. <P/> I calle d Macy 's customer se rvice and was told that the issue was that the mattress was purchased on the day I applied, but only charged on its delivery date. At no point when applying for the card was I told this, and even after confirming the delivery date the salesperson continued to say that the total would be {$700.00} rather than {$800.00} because of the credit. <P/> The phone representative claims that they will process the {$100.00} credit, but given how unethical their behavior has been I do n't fully trust that. <P/> They continue to advertise this promotion on their website and in store, without any notes about this major limitation. I did n't buy anything other than the mattress set, and there was no ambiguity about why I was getting this card. <P/> I now have a hard pull on my credit rating for 2 years for a discount tha t may never come through, and this company is continuing to take advantage of anyone who goes to them to make a major, large purchase. I do n't know about Macy 's locations elsewhere, but the perce ntage of sales of large household appliances and things like mattresses that are done carry-out in XXXX is minuscule, so there is no excuse for not being aware that the offered discount would not apply.
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

Stockbridge, GA

Closing on a mortgage

Mortgage: Conventional home 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

2017-06-03

City Industry, CA

Improper use of your report

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

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

Timely Response

2017-06-03

Tustin, CA

Trouble using your card

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

Can't use card to make purchases
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-03

Leeton, UT

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: On XXXX while buying an XXXX XXXX ticket I responded to a promotion to open a cobranded card advertising XXXX airline miles after {$750.00} spend in 3 months and another XXXX miles with a total of {$5000.00} in 6 months. During the same transaction I received a second promotion to receive XXXX airline miles after {$1000.00} spend in 3 months. Later in the same transaction I received a third offer to " earn XXXX bonus miles plus, get up to {$100.00} in statement credits after qualifying purchases with this credit card offer. '' Which was offered to be applied to the ticket I was purchasing at the time. <P/>The card was approved but Citibank and the promo I received was XXXX airline miles after {$1000.00} spend in 3 months. The least favorable of the promotions offered and not the original promotional terms. <P/>I have contacted the bank immediately after the approval regarding the multiple offers and requesting clarification and was told the account was still processing and to call back after I got the card. Was also given 3 different phone numbers to call during the conversation. Have called the bank at least 3 times since receiving the card and am told I did not get more than one offer and that I received the offer I was supposed to get. I did capture copies of the offers while signing up so find the response incorrect and rather misleading.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-03

GA

Fees or interest

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

Charged too much interest
Complaint: CITI-M/C Double Rewards Account opened : XX/XX/XXXX . We never had a purchase of {$3.00}, & they never showed it as an unpaid balance forward. Since we pay off all purchases listed each month, this had to be their math error or ours. SEE ATTACHED : Our XX/XX/XXXX summary history review letter. & Their XX/XX/XXXX response letter plus copies past 3 moths of statements. We have spent countless hours & effort through their secure message site & on the phone trying to clarify when, where & how this amount appeared without an honest direct concise response to our question from them. Citi 's customer service representatives rarely include a name on their correspondence, making it difficult for follow-up to whomever responded to our inquiries. { Note : Also missing on their XX/XX/XXXX response letter. } We felt the only way to get issue cleared up was to stop using their card for purchases, which we did before XX/XX/XXXX cut-off plus being unaware they would be charging interest on same. Interest on interest in XXXX was the last straw, prompting closing our account on XX/XX/XXXX . Their XX/XX/XXXX billing just received, failed to mention our {$8.00} balance due us in our Reward Account or even the fact it is a Closing Bill.
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

2017-06-03

Albuquerque, NM

Incorrect information on your report

Credit card or prepaid card: Store credit card

Account status incorrect
Complaint: After reviewing my credit report i saw that I had a late payment for XXXX of XXXX on my account. My bank account was drained after someone stole my debit card number and made a number of erroneous purchases online. When i submitted my XXXX XXXX payment for the month it was declined because of the erroneous purchases. I paid best buy immediately when i became aware of the situation. I asked if this would report negatively on my credit report and they stated they were unsure at the time. After reviewing my credit report I saw that it had indeed been reported as a 30 day late, I contacted XXXX XXXX and requested that they remove the late payment because I had never been late before, nor have i ever been late again. They told me they would not remove the late payment. I believe that XXXX XXXX is acting UNREASONABLY, as i have had the account since XXXX and have never been late before and this was clearly an isolated incident outside of my control. My account was also closed immediately following one delinquent payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-03

OR

Closing your account

Credit card or prepaid card: Store credit card

Can't close your account
Complaint: I have previously filed a complaint due to this company refusing to close my account and send me a closed account letter I sent a copy of my ID SS CARD AND UTILITY BILL I have proof it was sent and received through mail and email that asked me to send my personal documents I did and they still refused to close my account I 'm never going to use my card from Costco and it being open makes it prone to thefts or etc I might have to take legal action because they received my personal information and keep asking me for the same documentation and not closing my 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

2017-06-03

Nyc, NY

Trouble using your card

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

Can't use card to make purchases
Complaint: My account was locked because of XXXX purchases - XXXX for {$100.00} and XXXX for {$30.00}. I noticed my account was locked when I could n't log into my account. Then, it turned into a XXXX XXXX XXXX show becasue I was n't calling from my home phone. After 1 h our, I closed my account - they immediately locked me out of my data. I asked to receive my data and they said they can mail or fax it. This seem to be willfully uncoopertive to someone who 5 years of about a XXXX rolling balance.
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

2017-06-03

Brooklyn, NY

Struggling to pay mortgage

Mortgage: Conventional home 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

2017-06-03

Mesa, AZ

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

2017-06-03

Cucamonga, CA

Struggling to pay mortgage

Mortgage: Conventional home 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

2017-06-03

Sacramento, CA

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about 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

2017-06-02

Moapa, NV

Incorrect information on your report

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

Account information incorrect
Complaint: This complaint if being filed on the advice of my attorney who has indicated it is the last step before she files the complaint against Macys in US District Court and is meant to reflect my attempt to mitigat e my damages. Macys failed to deliver a statement to the cor rect causing a 30-day late to appear on my credit report, the only such late in a 28-year payment history. Macys also violated privacy laws by faxing a copy of my account statement to a fax number which appeared on a letter that was XXXX XXXX directly to XXXX XXXX , the Macys Chairman a nd another letter to the CEO. I placed no less tha n 67 phone calls to the executive offices, and despite promises by three individuals that the matter would be escalated and addressed, all communication was handled by an individual who took pride in upsetting me with her XXXX attitude. In addition, this 30-day late dropped my credit score by XXXX points causing a bank to withdraw an offer of a large commercial loan resulting in the economic loss of over {$200000.00} to my firm. Macys management is a disgrace to the business world and while this company will continue to shrink, t he fact that Macys would indicate they are " reviewing '' why they sent my statement to an un monitored fax without my permission is mind numbing, especially because I am already an identity theft victim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-02

MA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I received an offer to open a new checking account wit h CitiBank and receive a {$300.00} bonus if I deposited {$15000.00} into the account. I made two deposits totaling the {$15000.00}, and was told this would qualify as the direct deposit, and t o expect the {$300.00} bonus in 60 days. I called back about the bonus, and was told the direct deposit had to come from a payroll account, and that I no longer qualified for the bonus because the account was over 45 days old. I 'm in the process of closing the account due to the deceptive information told to me by their representative.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-02

Tampa, FL

Closing your account

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

Company closed your account
Complaint: M y line of credit that I had with Citibank ( Best Buy ) was suddenly closed due to a soft credit pull initiated by Citibank, In the soft pull inquiry according to the account closure letter I requested listed below is what the cause was for the account closure. N umber of accounts with delinquency Length of time credit history has been established Balance on your account with us Balance on your account *The problem with this unfair account closure is that all of the accounts that are listed delinquent on my credit file are from Identity Theft and is in the process of being disputed with the various companies and credit bureaus. I have reported myself being a victim of ID theft to every agency possible to try to clear my name way bef ore this closure occurred. I have called Citi Bank on numerous occasions about this issue but I get told the same thing, they can not reopen an account once it 's closed and the ID theft had no bearing basically. Also the closure of this account has had dire affects on my credit score causing another one of my major credit cards to close my account it has became like a domino effect, I think it is so unfair and unjust for me to be put in such a financial ruin because of being a unfortunate victim of Identity theft.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-02

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

Timely Response

2017-06-02

Saint Paul, MN

Getting a credit card

Credit card or prepaid card: Store credit card

Application denied
Complaint: Im writing this letter to inform you of my effort to obtain a Sears Credit Card which has been denied because of my alleged history of delinquent credit. I have sent several letters expressing my disagreement with the denial, and have asked the approving authority, Citicorp Credit Services , Inc., to reverse that decision based on the my attached credit report. Also see Citicorp letter attached. <P/> The denial appears to be based on two charge offs from XXXX XXXX XXXX going back to XXXX . See the attached XXXX Credit Report. I requested tha t XXXX XXXX XXXX r emove the charge offs on both accounts because I was making payments when XXXX claimed the payments were 180 days past due. See the attached document on payments. XXXX agreed in writing to drop one of the accounts, and sent a letter to the credit bureaus to drop the account. See the attached letters from XXXX . I have no explanation for the difference in account numbers for the two charge offs accounts. XXXX and XXXX removed the XXXX charge off accounts, but XXXX did not as shown in my credit report as of XXXX XXXX , XXXX , page 7 of 53. I do un derstand that the charge offs ( XXXX or XXXX ) stay on your credit bureau report for seven years. <P/> Even with the charge offs shown on my report, I dont see a history of delinquent payments. Pages 5 of 53 and 6 of 53 s how that there were timely payments to a collection agency on the XXXX accounts, and eventually they were paid off. <P/> I contend tha t Sears ( Citicorp Credit Services , Inc. ) w as not justified in denying me the Sears Credit Card. Citicorp claim th at not having delinquent payments over the past four years is not as relevant as looking at the overall credit rep ort. Citicorp claim t hat an overall look at my credit report does not score a sufficient number of points for approval. This sounds contrary to being granted the credit to buy a car in XXXX , to being granted an XXXX XXXX card in XXXX , and having sufficient credit to buy a XXXX timeshare in XXXX . <P/> I believe Sears ( Citicorp ) is trying to hold me to a higher standard for credit card approval. This denial of a Sears Credit Card sounds more like age/race discrimination given that Im a XXXX year old XXXX military veteran. <P/> I want you to investigate this matter and make some recommendations as to what I should do. This means requesting XXXX to follow up on dropping one of the XXXX charge off accounts and make an inquiry as to wh ether Sears ( Citicorp ) is justified in de nying me the Sears 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

2017-06-02

Closing your account

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

Can't close your account
Complaint: Regarding a Citibank Aadvantage Master Card I have moved overseas and no longer have a US phone number. I called in XXXX to try to close the account. I have had the account for 2 years. <P/> I failed the security question which was the bank account number used to pay the last amount due. This is because I am overseas and my father paid the last amount due. <P/> Citibank then asked to call me to confirm who I was for security purposes. I gave them my overseas phone number. They never called it. When I called back they said that they had no ability to call an overseas number. I was very frustrated at learning this as I am spending a ton of money calling them from overseas to try to ca ncel the card! <P/> I was then blocked from my online account because of a security problem with my account. <P/> I called again because in XXXX they increased my credit limit! Still I am unable to cancel the card or the account. <P/> I have begged them to give me someone to write to or call to cancel the account but they are unable to help me. I once asked for a supervisor and they put me on hold for ov er 20 minutes. Because I am calling them from overseas on my dime I had to hang up as the costs of the call were mounting! <P/> What do I 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

2017-06-02

Bayville, NJ

Other features, terms, or problems

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

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

Timely Response

2017-06-02

Brentwood, NC

Trouble during payment process

Mortgage: Conventional home 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

2017-06-02

Allen, 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 explanation

Timely Response

2017-06-02

Oak Hill, FL

Incorrect information on your report

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

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

Timely Response

2017-06-02

TX

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: I booked a hotel in XXXX XXXX via email. The date of my reservation was XXXX XXXX 2016. I p aid in advance since we were traveling during the peak season of {$2400.00} on XX/XX/16 . <P/> The hotel made a mistake and had our reservation a s XXXX XXXX 2016. I am not sure how this happened when every correspondence had our dates o f XXXX XXXX 2016 in th e Subject li ne of the emails. <P/> As soon as we returned home from our vacation I disputed the charge. I do not know the exact date but was early XXXX 2016. When I attempted to dispute the charge with Citibank the hotel that informe d Citibank that they had a " no refund policy '' which was not the issue of the dispute. The hotel did not tell them they had our dates incorrect. I did not cancel our reservation ; therefore, I do not believe the " no refund policy '' applies for dates we did not book. We had to find different accommodations for the dates in which we were in XXXX , XXXX . Citibank closed the dispute based on the hotel 's " no refund policy '' even though I explained to multiple people that the issue was an incorrect booking of dates by the hotel. I have spent countless hours on the phone with Citibank and have supplied them with all of my emails ( once via fax and once via email ) showing proof of my reservation dates. <P/> I did ask the hotel for a refund but they said they would provide only a partial refund but then wanted all of my banking information. I found this to be very suspicious and thought the smarter action would be to dispute the fraudulent charge. <P/> I ha ve spoken to management in the Citibank dispute center and even though the hotel charged me for dates that I did not book, they tell me there is nothing that can be done. <P/> Thank you so much for any help that you can provide. 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