CITIBANK, N.A.

2017-05-31

NY

Opening an account

Checking or savings account: Savings account

Unable to open an account
Complaint: I have been a loyal citigold and citi priority client sin ce 2007. I ha ve recently tried to open a savings account to be linked to my citibank checking account, but the bank has immediately closed the savings account after opening it. My account has been in good standing for 10 years, and I have been a loyal client for 10 years, I have received very poor customer service, and have complained to customer service as well as the corporate offices of citibank, but they still have not resolved the issue with opening a new savings account. their response was very abusive, rude, and unprofessional.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-31

Columbus, OH

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

2017-05-31

Queens, 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: I charged {$5900.00} on my Citibank credit card in XXXX XXXX . I disputed the amount on or about XXXX XXXX . The disputed amount was credited to my account in or about XXXX XXXX . Then in or about XXXX of XXXX my credit card was charged once again for the disputed amount, with no written explanation as to why my card was recharged. As result of my complain to CFP B, Citibank replied in pertinent part : " When a disputed charge occurs, Citibank as the issuing bank of your credit card can intervene on your behalf and request a credit from the merchant 's bank. Bec ause you did not follow the steps for a full refund, and the merchant has refused our request for a credit, we have no further recourse to assist. Based on this, the {$5900.00} conditional credit, issued on XXXX XXXX , XXXX , was reversed and appeared on your XXXX XXXX statement. At this time, we must consider the charge to be valid and you will need to contact the merchant directly to pursue this matter. '' In response to Citibank explanation I contacted XXXX XXXX , the Citibank repre sentative who ostensibly authored the response, and inquired why the investigation took more than 90 days to complete. XXXX XXXX replied that an arbitration was conducted on my behalf, which he said Citibank had lost the case. At this time, I asked for a copy of the arbitration outcome. He said he would find out and give it to me. On about XXXX XXXX in response to my attorney 's letter, dated XXXX XXXX , XXXX , he verbally explained he could not release the arbitration document to my attorney without a subpoena.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-31

Foothill Ranch, CA

Fees or interest

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

Problem with fees
Complaint: XXXX / XXXX / XXXX - I received an electronic state ment from Citi that I owed {$95.00} annual fee on a closed AAdvantage account. I then contacted them through their online Secure Message s to inquire about the charge. They responded saying the account was now closed and prorated the fee down to {$23.00} since their " record '' showed I did not call to cancel in XXXX XXXX and I was over the " 37 day cancellation period '' to receive full refund. <P/> XXXX / XXXX / XXXX - After over a month of messages back and forth, I told them I 'd contact Citi Corporate since they could n't resolve the issue. I also pointed out that to this day, I was still able to generate a Virtual Account Number on this " closed '' account. They responded with the Office of the President address. <P/> Citi reps were quick to come back and argue but never attempted to investigate the integrity of their computer/billing system, ( 1 ) why the closed account is still active, and ( 2 ) IF they had been sending out statements, finance charges would have accrued on any outstanding b alance since 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

2017-05-31

Key Biscayne, FL

Closing your account

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

Company closed your account
Complaint: Citibank N.A. back inXX/XX/XXXX closed 3 of my credit card accounts. ( 2 MC and 1 Visa ) account. The accounts were in good standing and had small balances due. A letter was received from the Executive Response Unit of Citibank , N.A . XXXX XXXX XXXX XXXX XXXX XXXX XXXX, SD XXXX. Then just yesterday I received another similar letter notifying me of the closing of a fourth account, a Costco Visa card, belonging to Citibank. No reason was given for the account closings other than the bank has the right to close my accounts at any time they choose to. <P/>I contacted them in writing and I received a response repeating the same information, the bank has the right to close the account at any time. No other reason was given. The AAdantage Executive card had a {$350.00} annual fee. I requested a prorated refund of the annual fee and this was denied. All account balances were promptly paid within terms. <P/>Additionally, back in XX/XX/XXXX, Citibank closed my personal checking account, a business savings account and two business checking accounts. They refused to provide me with any reason for the account closings. These accounts had be active and open for over 15 years. All of these accounts were in good standing. My business is a reputable company, XXXX XXXX XXXX , XXXX XXXX XXXX XXXX XXXX XXXX and we have been in business since XXXX. We have never been involved in any fraudulent litigation, we are proud of the excellent business reputation we have in our industry.
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

2017-05-31

Sacramento, 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

2017-05-31

San Diego, CA

Incorrect information on your report

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

Account status incorrect
Complaint: In Summer of XXXX I had fraudulent charges on a Citibank Visa credit card. The charges were dropped by Citibank all but {$2.00} that were left on my account. I was charged late fees for charges Citibank said I did not owe on. Multiple phone calls were placed and received, concluding that I was fine and no further action would be taken. Six months later I received a call from collections asking for roughly {$65.00} owed to Citibank. I explained the story and they sent the charges back to Citibank where I attempted to resolve the issue further. Upon purchasing my condo in XX/XX/XXXX, I realized my credit score took a hit for being 120+ weeks delinquent for a {$2.00} write-off. This has directly affected my interest rate on my property and other purchases that I can not get approved on. I have exhausted all angles to resolve the issue with Citibank. They have made it impossible to reach a department that can make this right. I 've had credit cards for over 10 years and have never been delinquent on payments.
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

2017-05-31

Antioch, CA

Fees or interest

Credit card or prepaid card: Store credit card

Unexpected increase in interest rate
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-31

Tucson, AZ

Problem when making payments

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

Problem during payment process
Complaint: Our XX/XX/XXXX Statement from Citibank Did NOT Show a Payment of {$1100.00} to Pay Off Our Previous Months Balance in Full. We Contacted Our Bank ( XXXX XXXX ) and Asked them to Fax PROOF of The Payment to Citibank on XX/XX/XXXX, and Mail Us a Copy of The Front and Back of The Check as a Hard Copy. The Check Showed Our Bank Paid {$1100.00} on XX/XX/XXXX, and Citibank Endorsed The Check on XX/XX/XXXX. I Have This Documentation. I Mailed The Hard Copy of Payment to Citibank on XX/XX/XXXX, to : Citibank, XXXX. XXXX XXXX , XXXX XXXX, Mo. XXXX Today, XX/XX/XXXX - Citibank is Still Telling Me They Show No Receipt of This Payment, My Banks Fax, or My Submission of The Hard Copy of The Payment/Endorsement. To Make Matters Worse, Citibank Has Sent Me a Refund of {$970.00} with No Explanation of What Happened to My Original Payment or Why There is a Difference Between the Two Amounts. They Obviously GOT MY PAYMENT, or I Would n't Have Got a Refund. I Have CLOSED My Account With Citibank, as I Have Spent HOURS of My Time, Trying to Get an Explanation From Citibank, and Have Them Acknowledge My ORIGINAL Payment. I am Now Sending Another Payment by Certified Mail/Return Receipt to Protect my Credit Rating. Can You Get an Explanation For 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

2017-05-31

Santa Ana, CA

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: Complaint number : XXXX Date submitted to CFPB : XX/XX/XXXX Date sent to company : XX/XX/XXXX Product : Credit card or prepaid card Issue : Problem with a purchase shown on your statement 1. Why was I not included in the class action lawsuit against Citi Bank XXXX by CFPB. 2. According to Ms recent letter I was late on payment payment was due XX/XX/XXXX for {$110.00} that is why my account was closed inXX/XX/XXXX. I was still using card at the date it was not closed. My Cash rewards were forfeited per Costco validation late XXXX XXXX. 3. Very bad reporting XXXX report showsXX/XX/XXXX account charged off.written off XXXX XXXX past due as of XXXX XXXX. XXXX report XX/XX/XXXX shows XXXX written off XXXX past due. That past due is what going up at XXXX a month please stop this account asap. 4. Please contact the malpractice firm XXXX XXXX XXXX my rights as a consumer are being abused I insist an order be filed asap to sieze and desist.account ending in XXXX with citi bank. 5. I have a legal excuse from appeals court from XXXX XXXX to XXXX XXXX as to why my unemployment checks where being withheld at the max rate per week case # XXXX case # XXXX and case # XXXX Calif Unemployment Insurance Appeals Board XXXX County Office of Appeals that a total of 120 days the max amount of time to write off any account. What is this set me up for failure these three cases was over turned in my favor my check where being withheld unjust and back pay ordered after serving the penalty of 16 weeks no income I was legally bound.
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

2017-05-31

Oak Hill, FL

Other features, terms, or problems

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

Other problem
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

2017-05-31

Rockville, MD

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

2017-05-31

CA

Getting a credit card

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

Sent card you never applied for
Complaint: I applied at sears for a credit card as part of a purchase. I applied on site and provided my ID as part of the process. I was told my application was approved and I completed the sale, with the card to be sent to my home later. I received a bill for the transaction as anticipated, and attempted to pay the bill under my name XXXX XXXX XXXX in a payment from my XXXX XXXX personal account. The payment was initially created, and then rejected by XXXX XXXX as fraudulent based on BSA-AML guidelines as the account for the sears card at Citibank had been opened under XXXX XXXX XXXX. The XXXX XXXX payment was denied by XXXX XXXX. I contacted sears and Citibank and was told this was their mistake on the card and it would be corrected. They called back and told me they would not change the name without my applying for a name change. Their actions have now created a ficticious name in my credit report under XXXX XXXX XXXX, which is not my name or tied to anything prior. This opens me to fraud under this name creating an undue risk. They refuse to change the name and threaten me at this time based on the payment ( XXXX XXXX ). They need to close the account under the wrong name, open a new account and provide notice to the credit bureaus to remove this ficticious name from my credit report. This will allow me to pay the bill through XXXX XXXX as prior attempted. They need to be corrected for the KYC and CIP violation in using a wrong name to open an account that does not match SSN or DOB for 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

2017-05-31

Arlington, VA

Written notification about debt

Debt collection: Credit card debt

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

Timely Response

2017-05-31

Austin, TX

Other features, terms, or problems

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

Other problem
Complaint: As I continue to pay down credit card debt, Citibank along with other companies have been lowering my limit down to my current balance which in turn makes me look maxed out on my cards which is detrimental to my my credit score and perpetuates my credit worthiness problem. I wish they 'd just let me pay down my cards without constantly lowering my limit, especially since I 'm trying not to charge anything!!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-31

Baltimore, MD

Fees or interest

Credit card or prepaid card: Store credit card

Problem with fees
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2017-05-31

CA

Struggling to pay your bill

Credit card or prepaid card: Store credit card

Credit card company won't work with you while you're going through financial hardship
Complaint: I fell behind on my payments with my Macys cr edit card. I received a letter saying that I cold qualify for payment solutions and to call before X/XX/17 ( at that point the account would be charged off & sent to collection s ). I called on the XXXX , XXXX & XXXX between the hours indicated on my statement and letter, but the I got a recording that they were closed. On the XXXX , I got a hold of someone who was surprised & told me that they changed their hours, but did not update their letters & statements. She also told me that I actually had until the XXXX , so I was ok. When sh tried to transfer me to the dept handling my situation, she could not get through and sent them an email to call me betwee n 24-48 hours. I did n't hear from them, so I called on the XXXX . I was later told that they had called me on the XXXX , as well, but I had just missed the call. I was also told that it would n't matter because it was too late ( even though I told them I had until the XXXX ). The representative told me I had to pay {$210.00} dollars on the phone with him, to be able o roll back my account- so I can apply for the payment solutions. I told him that I called several times, that I had just received a call and that I was within the timeframe. He still declined to help me unless I made a payment. I told him I was going to file a complaint. I decided to call and try to make the {$210.00} payment, but the new representative said that it was not going to help me either way. I also received a letter dated X/XX/17 , asking me to call for a payment solution- also with the wrong hours etc.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-31

Shirleysburg, PA

Problem with the payoff process at the end of the loan

Payday loan, title loan, or personal loan: Installment loan

Complaint: CitiFinancial filed a judgment on a personal loan with XXXX County Maryland District Court in XX/XX/XXXX for {$12000.00}. A payoff was requested from CitiFinancial last week on 3 separate occasions. The 1st time it was requested by my company after calling CitiFinancial 's recovery unit onXX/XX/XXXX to ask how to obtain a payoff of the judgment. We were told by CitiFinancial to fax the payoff request and the borrower 's written authorization. The fax requesting the payoff was sent on XX/XX/XXXX and it included the borrower 's written authorization and instructions as to how to fax the payoff back to us. After not receiving a response of any kind by XX/XX/XXXX I called CitiFinancial and they did not show any record of the fax sent on XX/XX/XXXX. They said it can take 24 to 48 hrs. Informed them that it 's been that long and they stated that the customer needs to call. At this point I reached out to the customer and explained to him that he needed to contact CitiFinancial and request they provide a payoff. He contacted CitiFinancial Recovery Unit and spoke with XXXX and negotiated a settlement with them of {$3100.00} and informed them that I would be calling to get the payoff information. After the borrower informed me of the agreed upon settlement I called CitiFinancial in order to get the payoff information. I was then informed that the authorization was not on file and I would need to conference in the customer in order to get the payoff. I tried to explain that he just talked to them and told them I 'd be calling and they stated they still needed him. I called the borrower and was able to conference him in with CitiFinancial they verified with him that it was ok to speak and work with us and authorize us on the account. At that point the customer was able to disconnect and I was on with XXXX at CitiFinancial. At this point she informed me that the reason a payoff had n't been provided was because they are only mailed to the address of record. They are not emailed or faxed. I asked her why that was n't mentioned 2 days ago when we called to get a payoff. I asked for what happened to our fax from days ago ... she did n't know but suggested we fax in another request. I explained that they appear to have a faulty system if faxes are not showing received in the timeframe they are stating. I asked her how we would expedite this since it appears they had lost the fax we had sent. She stated there was no way to expedite it other than send a fax in requesting it be expedited ( to the same people that seemed to have lost the 1st fax ). I asked her how I would know f my expedited request worked she stated that I would n't because her department has no communication with the department that logs the faxes. I asked if I could talk to that department. She said no, she had no way to communicate with them or transfer me. I then asked for a supervisor, she stated that a supervisor is only available between the hours of XXXX and XXXX Monday through Thursday. So only 4 hours a week. Of course I was calling at about XXXX on Thursday the XXXX of XXXX. I informed her that this was quite unbelievable that a supervisor was only available 4 hours a week. She advised me that it was due to other duties she has. I asked then who she reports to and if they are available instead and I was told no and that I had to call back next week. If I wanted a payoff sooner than regular mail I could fax in a XXXX label ( at my expense ) that they would use to overnight the payoff. I advised her that this whole process was very disorganized and frankly not at all consumer friendly. I recall asking her how this process could be made easier because we are trying to pay them off and they 're making it actually hard to do that. She then informed me that there was nothing else she could do and would disconnect the call. I pleaded one more time to have her help find a better way to assist. She stated she was ending the call and hung up. I called back and reached another gentlemen who reinforced what was previously told to me by XXXX. I then got the instructions to fax in the XXXX label. The XXXX label ( that we paid for ) was faxed to them onXX/XX/XXXX using the exact instructions provided by the CitiFinancial Recovery Unit. I was out ill yesterday ( XX/XX/XXXX ) but called CitiFinancial today, XX/XX/XXXX, to see the status and they have no record of my XXXX label and gave me the same 24 to 48 hours line as before. I explained to them that it was sent on XX/XX/XXXX so it 's been over 48hrs even if they were off Saturday, Sunday and Monday for XXXX XXXX. They stated, " Well, we do n't have it. However, we can not provide a payoff on this account. '' I asked why. The woman said it was because they were, " No longer pursuing any collection efforts on this debt and the judgment would be released within the next 30 to 60 days. '' I advised he that I needed a release letter, a {$0.00} payoff or a letter then explaining that no balance is owed so I can show the judgment as being satisfied. She then informed me that the customer will get a letter at some point within the next 30 to 60 days. I explained that was n't acceptable and we needed resolution sooner. If someone asks for a payoff they can not hold them hostage by not providing it and if they no longer owe money that was attempting to be collected then CitiFinancial needs to say that in writing in a timely manner when they have a judgment showing impacts other aspects of someone 's life. The person said they were very sorry but there was nothing that could be done. There of course was no supervisor available. They offered to have the " Legal Department '' call me back at some point within the next 24 to 48hrs but there was nothing else they could do. It appears the corporate restrictions placed on XXXX and others of that team are beyond reasonable. It 's important to know that I 'm not the account holder but I am authorized on the account I listed the account holder 's name as the 2nd contact so that CitiFinancial can locate the account.
Company Response: Closed with explanation

Timely Response

2017-05-31

Cottleville, MO

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

2017-05-31

Lewisville, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I reached o ut to CitiMortgage o n XXXX / XXXX / 17 to make a bi-weekly payment on my mortgage and to stop the automatic draft that was to come out. This was initiated due to there being a 50k pl us hold on my checking account. I did this for the next several weeks up until XXXX / XXXX / 17 when the hold on my checking account was finally removed . CitiMortgage never did st op the payments from being drafted per my request when I made them over the phone for the next several weeks. I acquired numerous fees, some of which have been removed. I sent correspondenc e to CitiMortgage regarding payments missing from the account on XXXX / XXXX / 17 and sent them proof of them, but I have yet to have had it resolved. When I corresponded with people on the phone, they could not even match up the payment history that I printed from there website with what they were using. To make matters worse, I received a letter from them on XXXX / XXXX / 17 saying they were removing me from the equity builder that I had been in since the 90s per my request. I had not requested this since the lien had been removed from the checking account. They would not do it when I had asked to stop the payments. I am not yet trying to be put back in the program and am making payments over the phone. I still have yet to have all of my payments credited to the account and no one has addressed the concern faxed to them on XXXX / XXXX / 17 .
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-31

Carriere, MS

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
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

2017-05-31

Sherman Oaks, 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

2017-05-31

Tarpon Spgs, FL

Struggling to pay mortgage

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

2017-05-30

Lewisville, TX

Incorrect information on your report

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

2017-05-30

Little Rock, AR

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

Timely Response