CITIBANK, N.A.

2017-05-17

Jamaica, NY

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 explanation

Timely Response

2017-05-17

Santa Clara, CA

Problem with customer service

Money transfer, virtual currency, or money service: Traveler's check or cashier's check

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

Timely Response

2017-05-17

Keyport, WA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: A card was opened using my name in XXXX I contacte d Macys and even sent them the fraud affidavit years ago letting them know I was a victim of identify theft and did not open the card. They told me it would be taken care of, again in XXXX of XXXX I learned this account was still open and holding me up from obtaining credit. I once again contacted them and they stated they would escalate the problem since they could see it should have already been taken care of. I again faxed them the fraud affidavit and they have yet to release my liability from the account after speaking to numerous people over th e past 2 weeks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-17

Brooklyn, NY

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

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: on XXXX / XXXX / XXXX I called Citibank Home Equity Loan Dept to inquire about a home equity loan that was paid in full however continues to show that we are late with payments. I faxed over a dispute letter as instructed along with a satisfaction of mortgage to Citibank and was told I would get a letter in the mail and also an email stating that the dispute was being processed. I called them on XXXX / XXXX / XXXX to inquire about both since I did not receive it and the person I spoke to said the letter was mailed out on XXXX and that I should receive it on XXXX / XXXX / XXXX . I still had no email. on XXXX / XXXX / XXXX , I called to say that I had n't received any letter/email and was promised that a faxed copy of the letter would be sent to me by the end of that business day which I did not receive. On XXXX / XXXX / XXXX I called and was transferred to several people for almost two hrs to finally speak to a supervisor that said that my dispute was not opened up properly and that no letter was available to send me. I have been asking for a letter to provide to my mortgage broker stating that we are paid in full and are not late with any payments. After that supervisor XXXX hung up on me I called back and got a person named XXXX who said that he was send me a paid in full letter that I could send to the credit bureaus and it would be faxed and emailed to me within 24 to 48 hrs. This is delaying my mortgage process. XXXX even said that we are paid in full and have no current business with Citibank but the service has been horrible, I often get transferred from one person to another. Im told various things and nothing seems to be happening to get my credit report corrected. my credit reports states that I have been late from XXXX to current.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-17

NC

Problem when making payments

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

Problem during payment process
Complaint: Hello, I opene d a CITI AAdvantage MasterCard on XXXX / XXXX / XXXX . I setup access to the online account and established autopay on the day my card arriv ed ( a pprox. XXXX / XXXX / XXXX ) for the first payment that was due on XXXX / XXXX / XXXX . When I went in to check my card on XXXX / XXXX / XXXX , the payment still had not posted. Unknown to me, the first payment had to be made manually to activate the autopay account. This was not stated anywhere when I set up auto pay. I went ahead and made the minimum payment on XXXX / XXXX / XXXX for {$51.00}. I tried to make an additional payment of a larger amount but the CITI site would not let me as long as there was a payment pending. I had to wait until XXXX / XXXX / XXXX to make a {$1500.00} payment to the account. The result was that my first payment was deemed late by 1 week . Although this is not reported to the credit bureaus, it is reported internally and when I ca lled CITI and spoke with XXXX on XXXX / XXXX / XXXX , she stated there would be a note added to my account but going forward to pay my bill on time!! Imagine my outrage. I had set up auto pay so I would not be late and am never late with several credit accounts I hav e . CITI went a nd charged my account a late fee of {$25.00} on XXXX / XXXX / XXXX as well. This is unacceptable. Now, internally, I will always be flagged as having a late payment and more than likely my account 's credit limit will not increase either. I would cancel the account but in doing so will hurt my actual credit score even more so I will only use it for travel and when I can get miles from it for which it was intended.
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

2017-05-17

NJ

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
Complaint: An unauthorized hard-inquiry was placed on my XXXX credit report today by CBNA ( Citibank ) with the address XXXX XXXX XXXX, XXXX XXXX, SD XXXX which corresponds with Citibank 's address. I contacted XXXX ( the sole credit reporting agency which provided the hard inquiry to Citibank ) and they said I would need to get a letter of deletion from Citibank to forward to XXXX which is the only possible way I would be able to get the hard inquiry removed. I then contacted Citibank multiple times to ask for the letter of deletion as I did not authorize that hard inquiry and Citibank said multiple times that since they can not find any applications for credit in their systems which are connected to my social security number, they can not provide a letter of deletion for the hard inquiry. I then contacted XXXX again to let them know what Citibank said and XXXX once again said they can not remove the inquiry without a letter of deletion from Citibank. I am currently stuck with an erroneous hard inquiry negatively effecting my credit report for the next 2 years that I did not authorize due to Citibank 's unwillingness to provide a letter of deletion although they can not find an application tied to my social security number. Citibank 's inability to locate any applications tied to my social security number should be even more of a reason for them to provide me with a letter of deletion as it appears Citibank pulled a hard inquiry on my credit report without any authorization ( legitimate or illegitimate ) whatsoever from anyone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-17

NJ

Incorrect information on your report

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

Account information incorrect
Complaint: this is agains t CitiMortgage. this is from a year ago when they reported us late on mortgage. I did tell them that tenant defaulted in XXXX 2016. they know its a rental home. regardless they reported me late for months and even did an inspection when I told them what I did. and there was no reason to do an inspection other than try to charge a fee. I feel strongly they can correct the info given the circumstances or put something in there so it does not damage my credit. I currently have a lawsuit against the tenant for damages. please note I know they will sa y Fair credit reporting gives them this avenue. I would like it amended.i am a long te rm customer. please consider. I warned you before hand. please. no scripts. just help in some way. PLEASE no red tape
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-17

Prospect, KY

Trouble during payment process

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

2017-05-17

Decatur, GA

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

2017-05-17

San Gabriel, CA

Incorrect information on your report

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

Account information incorrect
Complaint: I had a credit card open with citi bank. I got some fraud on it back in XXXX of XXXX every month since, I have called citi and explained that it was fraud and they would take it off. They never took it off and in XXXX of XXXX , they claimed it was 30 days late even though it was the fraud I was not paying. Then in XXXX , they claimed it was 60 days unpaid and again I called and they said it was fixed. they didnt, they sent it to collections. i called agian and corrected and they said it was fixed. I got conformation this weekend because I received a statement with a negative balence. Only problem is, that shows on my report and m y credit score o f XXXX ( t hat I have paid every bill I have ever had early ) has sunk to XXXX will this go away or what do i do next?
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

2017-05-17

Brooklyn, NY

Closing your account

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

Company closed your 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

2017-05-17

Vincent, AL

Closing your account

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

Can't close your 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

2017-05-16

Chicago, IL

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

2017-05-16

Washington, DC

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-16

Arco, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Re : Account Interest Checking- XXXX CITIBANK promis ed a {$400.00} new account promotion for depositing {$15000.00} and maintaining a balance there for some time. I made the deposit and continued to increase my account balance over the next 90 days . For one emergency situation, I withdrew {$40.00} or {$60.00} from a Citibank ATM, w hich had my balance dip below {$15000.00} temporarily. However, I continued to make deposits in to my Citibank account and maintained a balance north of {$15000.00} and north of {$20000.00} for some time. I called the XXXX customer service number a few times to inquire about my bonus - first in XXXX XXXX and again in XXXX XXXX . Both times I was assured that I had already fulfilled the requirements and that the bonus would be credited at some time in the future. When I inquired again about the bonus in XXXX XXXX , Citibank then den ied me the bonus. I requested an investigation by the Citibank Executive Response Unit and again I encountered unprofessional and deceitful behavior by XXXX XXXX and XXXX XXXX , who sit in XXXX XXXX , Texas. XXXX XXXX stated that they received all account records and calls and said no one ever said that I earned the bonus. I immediately told her that this was false, because I was told on a few occasions by customer service representatives that I had earned the bonus. XXXX XXXX then stated that I spoke on the phone with XXXX XXXX about the results, which again was false. And XXXX XXXX that XXXX XXXX mailed the results, which again is FALSE. I am now in process of closing the account, but I am still insisting that Citibank abides by the promise, sinc e Citibank told me t wice that I had, in fact, earned the bonus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-16

Atlanta, GA

Other features, terms, or problems

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

Problem with customer service
Complaint: This is fo r Citi Cards On XXXX XXXX , i tried to make a payment in the amount of {$5.00} ... whenever i have any extra money i immediately put it towards paying down my credit cards. I tried two or three ti mes, but kept received an error that the website was down. On XXXX XXXX , i decided to try it again. I noticed immediately I had a pending payment to them for XXXX . I called right away to fix the problem and cancel the payment. I kept getting jerked around and transferred. Then told there was nothing they can do and to call my bank and they had to fix the problem. I called my bank ... .citi lied to me about that. We conference d in citi again and we were told yet again they could n't do anything EVEN THOUGH I DID NOT EVEN MAKE THE PAYMENT. On the morning of XXXX XXXX , my account was over {$1000.00} in the negative. I reached out to Citi 's social media and they had a " specialist '' call me. Again, after sitting on the phone and wasting my time, we once again conferenced in my bank ( who luckily is helpful ). I was promised yesterday that they would expedite their error and would be in my account today. Again, i woke up this morning, XXXX XXXX and not only was my account still in the negative, but now my NSF fees have hit. This is disgusting and deplorable. Citi Cards committed fraud and need to pay for this. They are liars, they do n't care about the consumer, and they stole money out my account THAT I DID NOT AUTHORIZE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-16

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

Timely Response

2017-05-16

New Albany, OH

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 explanation

Timely Response

2017-05-16

Richmond, VA

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

2017-05-16

Bostonia, CA

Incorrect information on your report

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

Account information incorrect
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

2017-05-16

Brooklyn, NY

Trouble using your card

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

Credit card company won't increase or decrease your credit limit
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

2017-05-16

Columbus, OH

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: On XX/XX/2017, I agreed to a 14-day Free Trial of XXXX XXXX. In moving through the computer website for XXXX XXXX XXXX XXXX, an advertisement screen was activated to order another product of XXXX XXXX XXXX, I didnt really want this product but I clicked on the page and there was no way to cancel that choice. It was a 14-day Free Trial also, so it wasnt a big concern. On XX/XX/2017, the products were shipped in the same envelope to my address but I was charged twice for shipping and handling. On XX/25/2017, the products were received by USPS. The tracking number for the package was XXXX. On XX/10/2017, I called and cancelled the order for both products, XXXX XXXX and XXXX XXXX XXXX. This was exactly 14 days from the delivery of the Free XXXX XXXX products. I did not order XXXX XXXX XXXX on XX/XX/2017 and then cancel on XX/XX/2017. I havent even opened the Free Sample I received. On XX/XX/2017, I filed a dispute of charges on my Citi Bank account for {$110.00} charged on XX/XX/2017 the price of the XXXX XXXX and {$79.00} charged on XX/XX/2017 the price of the XXXX XXXX XXXX. On XX/XX/2017, Citi Bank sent me a package with documents provided by the merchant and a letter declining to provide a refund for the XXXX XXXX XXXX of {$79.00}. I sent Citi Bank a copy of the email showing cancellation on XX/XX/2017. I was refunded the {$110.00} for the XXXX XXXX product. On XX/XX/2017, I received a letter from Citi Bank that explained that since this charge was dated prior to my cancellation, they are unable to assist me in obtaining credit from this merchant. They consider the investigation complete. In applying for the Free-Trial from XXXX XXXX the merchant had my email address, my mailing address, my credit card information to pay for the shipping and handling of the Free Products. The merchant created a Transaction History which was completely fabricated. They listed a transaction on XX/XX/2017 XXXX XXXX CST for the XXXX XXXX XXXX ( I was asleep ). However, there is no tracking number linked to the shipment of this transaction which occurred on XX/XX/2017. The merchant claims that I was sent a physical product and that I was both stealing the product and attempting to attain a refund for a product that has already been delivered. The merchant sent examples of Billing Reminders, Customer Receipt/Purchase Confirmation which are fabricated. The shipping carrier is USPS and the shipping tracking number is the number used for the 14-day Free Trial, as listed above. On the fabricated Billing Reminder the merchant states : this is a friendly reminder that your recurring payment has been processed on 2017-XXXXX. Please be advised your next payment will occur 30 days from the transaction date. The date of XX/XX/2017 is the date that I agreed to the 14-day Free Trial. This is not the beginning of a recurring payment. If my next payment will occur in 30 days from XX/XX/2017 this date for billing my next payment would be XX/XX/2017, NOT XX/XX/2017 as the merchant alleges which is PRIOR to the end of the 14 Day Free Trial. The merchant claims that Proof of Proper Disclosure of their Terms and Conditions and Refunds and Cancelations Policy was provided. Unless returned properly with an RMA, I was stealing and that by contacting Citi Bank to dispute the charges I acted against the terms and conditions. I never received such terms and conditions because I opted to participate in the 14-day Free Trial. I only received 14 Day Free Trial Details from the merchant. I never authorized the purchase on XX/XX/2017.
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

2017-05-16

Sebring, FL

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: Recently while observi ng my credit score and account overview on my XXXX XXXX app, I came across XXXX hard inquiry listings on both my XXXX and XXXX reports. On my XXXX report, there is an inquiry dated from XXXX XXXX , XXXX and the inquiry is with XXXX . This was never an authorized inquiry, nor one t hat I have ever been familiar with. I would like it removed fro m my credit score, as it states the estimated remova l date is XXXX of XXXX . The other hard inquiry, which is on my XXXX report is an inquiry from XXXX XXXX , XXXX , which once again is an unauthorized and unfamiliar inquiry on my behalf that I would like to have removed from my credit score. This specific inquiry states it is from Cbna XXXX XXXX XXXX XXXX XXXX XXXX and will be removed at an estimated date of 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

2017-05-16

Halyoke, MA

False statements or representation

Debt collection: Credit card debt

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

Timely Response

2017-05-16

Arlington, CA

Applying for a mortgage or refinancing an existing mortgage

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

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

Timely Response