CITIBANK, N.A.

2017-05-28

Philadelphia, PA

Problem when making payments

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

Problem during payment process
Complaint: I have a " Citi Double Cash Card '' credit card from Citi Bank. When the monthly invoice arrives there is absolutely no mention of who to make the check payable to when paying via check. This is a deliberate tactic on Citi 's part in order to make it more difficult to pay via check. This is doubly strange because they include a complimentary envelope with which you can mail payment, either in the form of a check or money order. I hav e saved the original invoice and can forward it if necessary.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-27

AR

Getting a credit card

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

Problem getting a working replacement card
Complaint: New Citi card that I ordered was compromised by an email hacker who also Hijacked my email account. Citi says they w ill send new card XXXX by mail and I would have it in a couple of weeks. I then asked that a new card be sent by overnight mail. They said they did that o n 3 differe nt occasions during the week of XXXX XXXX to XXXX XXXX , XXXX . Citi has issued XXXX different cards during this time frame in my name and not sent the card to me. I have received no statements at all from Citi. I am una ble to determine what charges have been made to any of the XXXX cards or accounts opened in my name.
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

2017-05-27

Atlanta, GA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: This refers to the attached letter fro m Citibank. In the letter it is stated " You opened your account online on XXXX XXXX , 2016 ... '' This statement is false fo r two reasons 1. The accounts are never opened by clients. The accounts are opened by Citibank after app roving their applications. 2. I sub mitted my application on XXXX XXXX , 2016 . Citibank approved my application and sent my account documents via U.S.Mail on XXXX XXXX , 2016 . I received these documents on XXXX XXXX , 2016 . Hence, the account was effectively opened on XXXX XXXX , 2016 , not on XXXX XXXX , 2016 as claimed by Citibank Acco rdingly, all requirements of Promotion XXXX were met and I am entitled to the Promotion cred it. Citibank is attempting to mislead me and the CFPB. Clients can not be held responsible for any delay on the part of Citibank in openin g the accounts.
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

2017-05-27

Jersey City, NJ

Other features, terms, or problems

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

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

Timely Response

2017-05-27

Dallas, TX

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: Citi Best Buy c redit card keeps ignoring my reports of fraud on my account. They keep making me pay for fraudulent transactions and interest. It started on XXXX XXXX XXXX with a purchase at Best Buy that should not have happened. They claim that I originally wanted to dispute the transaction ; this is false. The transaction IS NOT MINE! Also, there are transactions in XXXX and XXXX of XXXX for XXXX XXXX for XXXX XXXX XXXX XXXX and several transactions between XXXX XXXX and XXXX XXXX for XXXX XXXX XXXX that are FRAUDULENT. They restricted my access to previous statements so I ca n't view the specifics.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-27

Brooklyn, NY

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: Hi Im having trouble with CITIBANK. I purchased a bed on XXXX XXXX 2017 on XXXX and paid to the seller * XXXX in the amount of {$280.00}. The seller never shipped the bed and I was refunded the total amount on XXXX XXXX , going back on my MasterCard ending in XXXX . It 's taking already 10 days and CITIBANK STILL NEVER PROCESSED MY REFUND.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-27

Soquel, CA

Credit monitoring or identity theft protection services

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

Billing dispute for services
Complaint: On XXXX , We received a call from collection agency. They claim that we owe Citibank more than XXXX XXXX dollars under a Costco issued Citibank credit card. I have always set my credit card account on automatic payment option so I have no idea how and when I owe them such a big amount. The Citibank representative informed me an account under my name is responsible for the debt but I have never heard the last XXXX digits they reported to me. I dont have such a card. I then ask them to provide detailed information on whole transition history on this particular account as well as to open an identity fraud investigation. Ever since I received the call, I have been working with Citibank representative to open a credit fraud case. This process took more than XXXX months and they made mistake to sent me a XXXX transition report, when we required the whole past history of this unknown account. Then they prematurely and abruptly closed the case, saying that I have remitted money with my other account. That is not the case. My current normally used Costco credit card were previously issued by Costco under XXXX XXXX . In the year XXXX , XXXX XXXX companionship with Costco has ended so they transfer all my previous history to Citibank. Citibank then proceed to send new credit card out. They mistakenly sent XXXX new credit cards, XXXX was to my current address. Another was sent to my previous address where I have moved out XXXX years ago. I have changed my address and billing address as soon as I left my previous residency. So the root of my complaint is caused by this additional card they sent. The XXXX that was sent to my old address somehow was activated without my knowledge. And on that specific card, there are XXXX charges of unknown air tickets under my name. They are ordered via XXXX , a third party travel agency website. Citibank has mistakenly link all my past transition history to XXXX cards then claim that I have knowledge of XXXX , which in fact, I only know my own card. The XXXX cards have different account number. With all evidence we gathered, we also opened an official identity-theft case at local police station. We have been contacting with our assigned Citibank investigator but she hardly ever replied. She is also quite rude and impatient when I am trying to ask for an interpreter. Citibank lowered my credit points even if I am constantly sending newly found evidences to prove my innocence. They ignored most of my calls and told me unless I help them to get back the amount that was used to buy the XXXX air tickets on the unknown account under my name, or find the perpetrator who steals my identity, they will not help me to restore my credit. This dispute has serious impact on my credit report of XXXX year. During XXXX months I have made countless phone calls with Costco, Citibank, XXXX and police XXXX , trying to resolve the problem that Citibank does n't even recognize me as a victim. They kept saying it must be me who opened that unknown account. " You just forget it '' is the typical answer I get. It is a serious insult. This dispute caused many issue to me. My son 's academic performance was also heavily impacted because he must constantly make lengthy phone calls on my behalf because I do n't speak XXXX . Our family was deeply troubled because without my credit point restored we ca n't take any major financial decision such as moving.
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

2017-05-27

TX

Trouble using your card

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

Can't use card to make purchases
Complaint: I opened an account on line and then received a call to call them about the application. When I called them the representative could not find the reference number. After transferring me twice and account representative said they could not determine what the issue was but my card was approved and in the mail. I received the card and immediately actived it online as instructed. I then received a call from there fraud unit saying the account was on hold. I again called and was told the account had been activated and I was good to go. I attempted to then use the card at XXXX and the transaction was declined. I used online chat to check the status and the agent said the card was on hold for frau d. Citi continue s to tell me the card is good and then declines my usage. I am going to cancel the card because it appea rs Citi is trying to run a XXXX FICO score. I am a good paying consumer and it is clear Citi has no regard for it 's consumers. This is poor treatment and it is clear Citi processes are designed to force consumers to call them to cross sell products and waste your time. I have other XXXX accounts so they already know me as a customer. I want others to know they should avoid using Citi!!
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

2017-05-27

Ridley Park, PA

Getting a credit card

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

Application denied
Complaint: I called to report a card lost. The agent closed my account instead, without my authorization. In the time since, I have received multiple mixed messages. I was told that my account was close due to fail to reissue, that my account was closed because I closed it, and that my account was n't closed and I would get a new card i n 48 hours. I just got off the phone with a diferent manager and was told that the ban XXXX decided to close my card effective XXXX and that would not be reissued a new card. I have been a customer with Citibank since XXXX . The multiple mixed messages, poor communication skills of the customer service representatives, and the arbitrary nature of detemining whether to reissue a card is unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-27

Richmond, CA

Attempts to collect debt not owed

Debt collection: Other debt

Debt was paid
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

2017-05-27

HI

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 hav e the Citibank Double c ash back credit card. From XXXX XXXX , there were unauthized charges to my account. I disputed the charges on or about XXXX XXXX . I was told I was not going to be charged for these amounts. On or around XXXX XXXX , I was credited approxim ately 1/4th o f the fraud charges. On XXXX XXXX , my automatic bill pay took a large sum from my bank account, which included {$1400.00} in fraud charges. Citibank will not release this money back to my bank account until they " do a full investigation which could take 2 billing cycl es. '' I want my money back immediately. I 'm prejudiced by not having this 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

2017-05-27

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

2017-05-26

Federal Way, WA

Problem with a credit reporting company's investigation into an existing problem

Credit card or prepaid card: Store credit card

Their investigation did not fix an error on your report
Complaint: I purchased a rug from Macys.com on XX/XX/XXXX using my Macys credit card. In XX/XX/XXXX I received my first statement and the minimum payment was {$27.00}. I paid the {$27.00} over the phone using the Macys automated payment system on XX/XX/XXXX. I received a confirmation number. My XX/XX/XXXX statement arrived and it stated, XX/XX/XXXX PAYMENT THANK YOU with a {$27.00} credit. I missed the payment date of XX/XX/XXXX. I received my XX/XX/XXXX statement and it had additional late charges and a minimum payment amount of {$99.00}. I assumed that this was because I was late in XX/XX/XXXX. I paid the {$99.00} on XX/XX/XXXX. Around this time I attempted to refinance my home and learned that Macys had reported a late payment. I re-examined my XX/XX/XXXX statement and discovered that I was two months past due. It said that my payment from XX/XX/XXXX, the pay-by-phone check, had been returned on XX/XX/XXXX, and this did not appear anywhere on my XX/XX/XXXX statement. I contacted Macys customer service to see what had happened. They told me that my XX/XX/XXXX payment had been returned. They said they would remove the late charges as a courtesy. I thanked them but stated I wanted the late payment removed from my credit report. I was connected to the credit department where they informed me I had entered my account number incorrectly in XX/XX/XXXX and that it took until XX/XX/XXXX to report to me that the payment had been rejected. But in the meantime my account had become delinquent and was reported and there was nothing they could do. I called Macys executive customer service and spoke to XXXX XXXX. I stated my case again and she told me that Macys was not in error and that there was nothing she could do. I had entered my account number incorrectly. I explained to her that the automated system only reads back the last four digits of the account number for verification ( and those four digits were correct ). I stated this was a flaw in their system and she said that it was for privacy purposes and that it was still my responsibility to make sure it is accurate and that Macys was not in error. I made a good faith attempt to pay Macys in a timely manner in XX/XX/XXXX using their phone payment system. I received a confirmation number ; an XX/XX/XXXX statement verifying my payment had been received, yet on XX/XX/XXXX I was reported to the credit bureaus as being 30 days late. They were aware on XX/XX/XXXX that my payment was not accepted and I should have been notified on my XX/XX/XXXX statement. After examining the facts I think Macys is clearly in error. I simply request that this derogatory mark be removed from my credit report. I ask for any assistance you maybe able to provide in resolving this matter.
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

2017-05-26

Santa Ana, CA

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: Back in XXXX , XXXX we had open up the custodian account for XXXX of my children checking and saving a t CitiBank as sa me time we also open all our account and there were never a account service charge to the kids account during those years we did see some months was charge and it was waive and taking out and some that was no charge but starting back in XXXX the bank starting to charge from the custodian and in same it drain out the kids account money in there and these are kids that same for the college money we never did receive any of the statements during those charging months not until the bank send us notice that we need to deposit in the custodian accounts so that the services fees can be clear, that is when we found out that years of been open XXXX of our custodian account has the bank been stealing from my kids account. make the matter worse that they are not will to work and refund our children money back an in same even challenge of my caring for my child money and their saving. Again these checking and saving account are custodian kids account under age and i am teaching the to same their money from Birthday, XXXX , XXXX XXXX and more that we gave them to deposit to same up for there future and here there bank been stealing from them every month for the pass 6 years at {$30.00} per month in 12 month equal to {$360.00} per year and in 6 years that is the sum of {$2100.00}. All this done to the kids account whose are now just turn XXXX and XXXX years of age. I hs been try to reach out to Citibank and none seem wanting to help I then close the checking accounts from XXXX kids and now to them the account is close to preventing the account to be charge this coming month and by this Citibank are no t will to help claiming the account been close and nothing they will or can do. I do not understand since the kids saving is still active and all out our banking are all still operating. I am reaching out for help calling and asking for help for XXXX of my daughters to help get their money back from cro ok Citibank charge on Custodian
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

2017-05-26

Alpha, NJ

Problem when making payments

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

Problem during payment process
Complaint: I paid {$30.00} ( ACH payment ) to Citi Double Cash on XX/XX/2017 over the phone using my checking account number and routing number and I received a confirmation number XXXX . On XX/XX/2017 I checked my account and no amount had been paid to Citi Bank. When I called Citi Bank they told it takes at least one to three business days to process! So I waited until XX/XX/2017 and still nothing had been posted. I called Citi Bank and they told me they are still processing it. This morning of XX/XX/2017 I received an email from Citi Bank that my ACH payment was declined by my Bank. I called Citi Bank but the lady I talked too was so rude and told me she can not even listen to me because I do n't understand english let alone banking procedures and hanged up. I called my bank to find out if they declined to pay Citi Bank. The lady told she does not see any record of it that Citi Bank presented an ACH. She advised me to call them again. I called them again and I asked them why my payments has not been accepted and why they are charging me {$25.00}. This time I asked to talk to a superviser but when connected the superviser hanged up on me. I called again and this I asked the lady to have a conference call with my bank so she can tell them that they declined the payment. Once connected my bank verified all the information which they had was correct but told them Citi Bank never presented anything to them and that the ACH would have gone through if they did. At this point the lady contacted her supevisor but the Citi Bank supervisor did not want to talk to us! She tried three times because I wanted to make sure I set the record straight. When she came on the Iine I knew she was the one who hanged up on me. I confronted her that she hanged on me. She however told my bank that the rounting and account number is not going through and that they have a problem with ACH payments. With that she said they can not even waive {$25.00} fee they had accessed on my credit account. We kept on arguing about this for a while until she said they will accept a debit card payment but they will not give a credit of the accessed fee. The debit credit went through but I am still payment Citi Bank {$25.00} in fees. I just do n't understand why. I need Citi Bank not charge me for their fault system which was not able to process the ACH payment.
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

2017-05-26

Parsippany, NJ

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

2017-05-26

Euclid, OH

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

2017-05-26

Central Islip, NY

Getting a credit card

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

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

Timely Response

2017-05-26

Scottsdale, AZ

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Complaint: Requested credit line increase on Costco credit card, was denied and ECOA notice sent X/XX/17. ECOA notice stated denial was based on XXXX credit bureau on the basis of showing a garnishment, attachment, foreclosure, collection action or judgment either paid or unpaid. This information is erroneous, I went and double checked my credit report for all XXXX bureaus, none state any public records concerning credit. Spoke with XXXX, Account manager Citi ID # XXXX and he stated that he can not do anything but pull my credit again, resulting in additional inquiry to credit which would be impactful to my FICO. XXXX was a great guy to talk to, and he is absolutely not the problem. It seems that Citi does not provide the adequate information to it 's employees to resolve issues like this. Should the CFPB wish, I can provide a copy of my XXXX report and the ECOA notice to document that I do not have any public records on file in my report.
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

2017-05-26

San Gabriel, CA

Trouble using your card

Credit card or prepaid card: Store credit card

Credit card company won't increase or decrease your credit limit
Complaint: I h ave had a Sears credit card for many, many years. Sears replaced my revolving credit card with a Mastercard account. I do not use the card, but keep it for emergencies -- auto repair, appliance replacement, other services provided through Sears. Without notice, because I have n't used the card, Sears reduced the amount of my available credit. When I called, " XXXX '' said that I should have used the card in order to keep the amount of my available credit. WHAT? They are bullying me into using their card! Further, they told me that it is their policy to reduce the amount of credit available because I have n't used 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

2017-05-26

East Rockaway, NY

Advertising and marketing, including promotional offers

Credit card or prepaid card: Store credit card

Confusing or misleading advertising about the credit card
Complaint: In XXXX of 2017 when i reviewed my credit report, I noticed my Best Buy credit card balance was over the limited. When i called Best Buy/CBNA credit card to inquire the reason for the over the limit credit card balance the customer service representative, XXXX , informed me a promotional offer expired and the interest was added to the card. I explained to XXXX , i was not given notice about any promotion expiring and never received any mail regarding this information. The CBNA representative was not helpful and refused to give me any information about the promotion.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-26

Las Vegas, NV

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

2017-05-26

Miami, FL

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 explanation

Timely Response

2017-05-26

Amarillo, TX

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with monetary relief

Timely Response

2017-05-25

Round Rock, TX

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
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