CITIBANK, N.A.

2017-05-22

Fontana, 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 explanation

Timely Response

2017-05-22

Hooper, UT

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

2017-05-22

Streamwood, IL

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 monetary relief

Timely Response

2017-05-22

Cherry Brook, MA

Getting a credit card

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

Card opened as result of identity theft or fraud
Complaint: I contacted the company, ExxonMobile, to report the fraud with their application number but the operator, XXXX ( operator number XXXX ), told me that she was not authorized to do anything unless I provided more identifying information to her or to a website or another phone number that she designated .. which I obviously could not do.
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

2017-05-22

Nyc, NY

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I took a mortgage with Citi in 2015. My wi fe and I moved assets to the bank to obtain a mortgage discount of 0.25 %. Within the last several weeks I received a check from Citi stating that they realized they had made a mistake and did not apply the agreed discount to the mortgage. They applied a 0.125 % discount instead of the full 0.25 % as agreed. They included a check for the amount XXXX . This is for five years of interest on the difference between the agreed interest rate and what my wife and I are currently being charged. This was Citi 's mistake and because of it I am being forced to accept a partial reimbursement. They are only willing to provide me with a check for 5 years of the interest difference rather than the full 30 years. The difference is ov er 18,000 doll ars. This is not something my family can afford to accept. This is a long term home for our family as evidenced by a 30 year fixed loan and we should not have to accept Citi 's partial payment for their mistake.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-22

Kailua, HI

Written notification about debt

Debt collection: Other 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

2017-05-22

Ritter, SC

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

2017-05-22

Doral, FL

Opening an account

Checking or savings account: Other banking product or service

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

Timely Response

2017-05-22

Euclid, OH

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: 5 private student loans were opened with Citibank in/around XX/XX/XXXX. After going through financial stresses, I filed chapter XXXX BK in XX/XX/XXXX and was discharged in XX/XX/XXXX. Payments were made to Citibank while the loans were in bankruptcy. After BK discharge, Citibank transferred servicing of my loan at some point but never notified me. Citibank never sent me a bill or emailed me to state that my payment was past due at any time. My information was correct in their system, as I had checked the website multiple times throughout the last several years and made sure all contact information was up to date. Citibank is now reporting my loans as charge offs/collections and the servicer does not know which collection company my loans went to. I am paying federal student loans and would have no issue paying these private loans but Citibank never contacted me regarding payment, either by US postal mail or email and just sold and reported to the credit bureaus as charge offs.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-22

Kailua, HI

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

2017-05-22

Rocky Ridge, MD

Closing on a mortgage

Mortgage: Other type of mortgage

Complaint: My Initial complaint no. is XXXX ( CLOSED ). This serves as a second complaint agains t CitiMortgage regarding the lengthy time to satisfy our request for a short sale. In XX/XX/XXXX , I requested hardship assistance, and my account has since been reassigned to multiple agents, and as of today ( XX/XX/XXXX ) CITI ha ve yet to respond. In XX/XX/XXXX , o ur authorized third party ; provided all requested documentation t o Citi, an d our file was then submitted to the Citi Underwriting D epartment for review, and it was noted that all documents requested were consistent with underwriting guidelines. In XX/XX/XXXX , our file was again reassigned, but in XX/XX/XXXX , the Short Sale department stated that additional documents were needed to proceed with the short sale. We again went through several requests for documentation, and on XX/XX/XXXX we were advised that the requested documents were received and our file was submitted for review by a Short Sal e Negotiator. According to the last communication from Citi o n XX/XX/XXXX , they were to advise response to request in 15 days which I presumed business days which gave them until Monday the XX/XX/XXXX . O ur request for resolution has been met with negative results. Your assistance with providing us relief on this matter is greatly 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

2017-05-22

Lakewood, NJ

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

2017-05-22

La Tijera, CA

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

2017-05-21

Wonder Lake, IL

Closing your account

Credit card or prepaid card: Store credit card

Can't close your account
Complaint: MACYS CREDIT CARD - On XXXX / XXXX / 2017 - Called in to close card. Transferred to " consumer agency department '' without any explanation. Once requested the reason the rep became irritate, and refused any explanation. Is this just a way to make closing the account harder more difficult? Fraudsters typically do n't close accounts. Also, by law should n't there be some verbal dis-closer explaining that additional information will be asked and why? Very unsafe in this day and age > shame on you Macys.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-21

Yeagertown, PA

Problem with a company's investigation into an existing issue

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

Was not notified of investigation status or results
Complaint: I am a victim of identity theft. I received a letter in the US mail fro m Macy 's on XXXX XXXX , 2017. Th e letter advised that my recent request to obtain credit had been denied. The letter was addressed to me under my maiden name. I immediately contacte d Macy 's Cust omer Service to advise I did not authorize the request for this credit. I requested a copy of the application details to be mailed to me. I was advised I needed to contact the New Accounts Department which was open M-F XXXX - XXXX at XXXX . On Monday X/XX/17 , I contacted Macy 's N ew Account Department, I was informed I needed to contact an alternate department at XXXX . At XXXX , I spoke with XXXX who advised the request for credit was not processed because I have a security freeze on my credit file. I requested a copy of the application, XXXX confirmed with her supervisor it would be mailed within 7-14 business days. I sent a written letter following up to my request for records and mailed it certified mail, tracking # XXXX XXXX XXXX XXXX XXXX whic h Macy 's r eceived on X/XX/17 . Since I received no response from Macys, I sent a second letter to request a copy of the application on X/X/17 , tracking # XXXX XXXX XXXX XXXX XXXX , which Macy 's rec eived on X/XX/17 . Both mailings included copies of my FTC Identity Theft Complaint and the face sheet referencing the Police Report I filed relating to my identity theft. As of today, X/XX/17 , I have not received a written response from Macy 's regarding the application details. In accordance with section 609 ( e ) of the Fair Credit Reporting Act, 15 U.S.C. 1681g ( e ), I am entitled to the business records relating to the fraudulent request for credit. The law directs these documents are provided to victims of identity theft at no charge, and without requiring a subpoena, within thirty ( 30 ) days of my written request. I am filing to complaint due to Macy 's not responding to my request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-21

Soquel, CA

Problem with a purchase shown on your statement

Credit card or prepaid card: Store credit card

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: During the holiday season of XX/XX/XXXX, I have made several jewelry purchases from XXXX 's Department store. Later in the month, I chose to return my purchases. It was n't until I received my monthly statement in XX/XX/XXXX that I realized that my returns were not properly allocated to their correct account. XXXX 's has two accounts : 1 ) a Regular Account ( that bears interest ) ; and 2 ) a Club Account ( that defers interest for 1 year ). I made 3 returns with the same XXXX 's employee on the same day. All 3 of these returns should have corresponded to purchases I made to my XXXX 's Club Account ; however, 1 of the returns was credited to my Regular Account, while the other 2 were misallocated to other items in my Club Account. When I identified the problem I immediately contacted XXXX 's at XXXX 's Customer Service to explain the situation. The agent assured me that they will resolve this issue, but that I wo n't see it on my statement for 1-2 billing cycles. I waited 2-3 month, but instead of the problem being corrected, XXXX 's had fraudulently charged my account. I contacted Customer Service to tell them that I see fraudulent activity on my statement. Again, an agent told me that they are working on my account and that I wo n't see any changes for 1-2 billing cycles. It has been 1.5 years since the incident and yet my letters to XXXX 's are ignored, no changes have been made to my accounts, no response or attempt to resolve this matter are made by XXXX 's. In fact, instead of rectifying the problem that XXXX 's Employee has created, they fraudulent added charges to my account that I did not make, in addition to interest on said fraudulent charges, and they chose to send my account to credit reporting agencies and have creditor 's call and harass my family and I. I have been with XXXX 's for a long time. In fact, XXXX 's was one of the first credit cards that I have opened. I never had any issues with them in the past ; however, their lack of customer service is deplorable. I am ashamed to have ever opened an account with this company.
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

2017-05-21

San Jacinto, CA

Problem with a purchase shown on your statement

Credit card or prepaid card: Store credit card

Card was charged for something you did not purchase with the card
Complaint: I received a letter dated XXXX XXXX, 2017 from Citibank Card Services XXXX XXXX XXXX XXXX Oregon XXXX. It stated that I am being issued a statement credit for {$190.00} for charges for the Identity Monitor program I did not sign up for and cancelled immediately upon seeing the charge on my statement. I cancelled the card years later, and I do not have a Citibank card at this time, and I have not received a credit statement from this bank for years. How can I receive this credit if I do not have access to the card or credit statement anymore? Please help me in this matter. Thank you, XXXX XXXX XXXX
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

2017-05-21

Chantilly, VA

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

2017-05-21

Beachmont, MA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
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

2017-05-21

Morningside, NY

Wrong amount charged or received

Money transfer, virtual currency, or money service: International money transfer

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

2017-05-21

N Brunswick, NJ

Managing an account

Checking or savings account: Savings account

Banking errors
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

2017-05-21

Dallas, TX

Fees or interest

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

Timely Response

2017-05-21

Foothill Ranch, CA

Trouble using your card

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

Can't use card to make purchases
Complaint: Dear Sir or Madam, Something weird is happening, this week received a call from a woman from an unknown number asking me private information, I told her I would comfirm what ever is correct, however, would n't offer any information since i was victim of fraud before. She was repeating im trying to protect you i said i will not offer information i was victim of fraud i can comfirm any correct information you have this was friday the XXXX Due to a trip that I am doing with my elderly mother ( XXXX y ears old ) I requested a limit increse on XX/XX/XXXX or XX/XX/XXXX in one of my accounts, they gladly provided withing 12 minutes and thanking me profusely for the 10 years of my loyalty to Citibank and my excellent payment history. they sent a text comfirming Yesterday XX/XX/XXXX th saturtday, I went to my office and receiv ed 7 le tters without a logo stating that a " executive response unit '' XXXX had cancel XXXX of my credit cards account bussines and personal accounts even more confusing all letter stated my home address and delivered in my office mail box. Had to research to find the last XXXX numbers of credit cards to locate account numbers after a night awake called the credit cards in question the response is " it was closed '' It seams very discordial when i have an average of XXXX on this accounts paid monthly in full and more with another card of that same institution also paid in full monthly. in the morning of XX/XX/XXXX received and allert from XXXX XXXX I will be leaving the country in 4 days on bussines trip. Do n't personally think is proper, professional or fair to cancel my accounts without any notice or even email or phone call after increasing my limit and thanking me for my relationship with them. To receive a letter dated the same day that that woman called me without a phone number or without a logo from which bank? seam to me that consideration respect and professionalism is unfortunatly going down the tubes I will forward this complaint to my senador XXXX XXXX thanking you in advance 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

2017-05-21

Wonder Lake, IL

Problem when making payments

Credit card or prepaid card: Store credit card

Problem during payment process
Complaint: I got Macy 's store card in XXXX and made purchases on XXXX XXXX and XXXX . The credit card arrived late and I could n't make the payment. However, after lot of struggle, I was able to reach th e Macy 's customer service personal who activated the card for me and then made the payment. This was on XXXX XXXX . I asked to pay all the bills in the account. To my amazement , i got another bill for XXXX and I tried several times but I could n't add my card. I reached out to Macy 's customer service via XXXX who promised me that someone will call and reach out to me but that never happened. When I tried calling their customer service, I was asked to create paybyphone account. Now that I have crossed the deadline, I am getting charged late fee and it will hurt my credit score. I do n't need Macy 's credit card and all i want is to pay the fees and get done with it. The coat I bought from Macy 's still has the security pin in it. When I reached out to them, they have said no for return. As I am traveling and in XXXX now for school, I am unable to go to my local store to get the pin removed. I do n't know if the actions are intentional because I am XXXX XXXX or not. I have spent hours trying to resolve this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-21

Taft, OH

Fees or interest

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

Problem with fees
Complaint: I opened a new business charge card account with Citi bank in XXXX XXXX . For 2 months i received the bill and paid it on time. After that I stopped receiving bills from Citi bank and later learned that my bill was going to an incorrect address. Now I am charged with late fees and finance charges that Citi bank required me to pay even though the bill was sent to the wrong address! Not only that the paper statement contained the entire 16 digit account number! I have repeatedly called Citi bank to try to resolve this but they were not helpful at all. I closed my account after paying the late fees and finance charges so that whoever was receiving my paper statement would not use my charge card. Citi bank employees could not give me the address that the bill was going to because they s aid they could lose their job. All they could say was that the bill was not going to the address that I gave them when I told them my address.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response