CITIBANK, N.A.

2017-05-16

Key Biscayne, FL

Other features, terms, or problems

Credit card or prepaid card: Store credit card

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

Timely Response

2017-05-16

La Tijera, CA

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

Sarasota, FL

Other features, terms, or problems

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

Problem with rewards from 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

San Mateo, CA

Closing your account

Credit card or prepaid card: Store credit card

Can't close your account
Complaint: Macy 's w ebsite showed the balance owed and I paid that balance. I requested that my credit card be closed. I continued to be on their email list for sales but just ignored the mails then I get a call a few months later saying that somehow when I closed my account they billed me another dollar so I had a few months of fees ( each month a few more dollars to be paid ). I did not think this was correct but the representative assured me that if I paid the XXXX the account would be XXXX balance. He processed the payment and then the next month I see again they are charging me another fee. When I complained over their website portal they said I 'd have to call another part of their company to take care of it. When I explained that I would make a legal complaint against their company they replied that they were sorry and " Our record indicates that your account was closed on XXXX / XXXX / XXXX , as you requested. As of today, XXXX / XXXX / XXXX , you have a zero balance. '' Now I get an email and it has a balance due for XXXX of {$2.00}! How many people are they doing this to?
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

Okc, OK

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

2017-05-16

La Tijera, CA

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 explanation

Timely Response

2017-05-16

Plymouth, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Re : CitiMortgage I n XXXX of XXXX , due to my spouses Military overseas relocation orders to XXXX , I lost my employment and over {$28000.00} plus bonuses in income. We contacted CitiMortgage immediately and I was told to put in a Hardship Letter with a request for a short sale or deed in lieu of by a representative by the name of XXXX XXXX refused to give last name ). I was told that to qualify, that we had to show military orders of relocation or significant loss of income/employment or listing the home for at least three months with no sale. I was also told our situation would not be given top priority because we owed less than {$100000.00}. On XXXX XXXX , XXXX , we faxed everything that they asked for, I called to make sure that they received it and we were told that they were sending out someone to take photographs of the property and do an appraisal, which they did. They told us they would have a decision in six to eight w eeks. I was told to call the property preservation department ( XXXX ) with our account number, social security number and name and they would give us the address to send the keys. When I called them two weeks later from XXXX , they had no record of us so they could not accept the keys. I called XXXX , to find out what to do with the keys to our home and was told that XXXX was no longer in that department and when I told them the situation, they had lost or misplaced the paper work and no case had been started, and I would have to start the whole process again. This time I sent the package to XXXX ( again, refused to give last name ) in the deed in lieu of and short sale department and she gave me an address to send all the keys with instructions to put our names, address, loan number and the last four of our social s ecurity number. Again, we followed all the instructions given to us. Since that time, I have resent the original packet numerous times, filled out paperwork and sent it in, and sent a copy of the Military POA and Military Orders. When it became apparent that CitiMortgage had no intention of making a decision, we asked for a set of keys to the home returned to us so we could try to sell it again before it deteriorated. When we left the home, it was in perfect condition and cleaned both inside and out in preparation for Citi to put it up for sale. Citi refused to send any keys to us. Starting on XXXX / XXXX / XXXX , we started receiving letters from CitiMortgage u nder the federal Home Affordable Foreclosure Alternatives Program ( HAFA ) that stated that CitiMortgage appreciates the opportunity to evaluate your eligibility for the program, and this letter is to inform you that we are still in the process of conduction this evaluation. These letters started a year and nine months after our request. It also stated that if any other documentation was req uired, we would be notified in a separate communication. Each time I sent the request in, this letter is all they would send. We have letters dated XXXX / XXXX / XXXX , XXXX / XXXX / XXXX , XXXX / XXXX / XXXX , XXXX / XXXX / XXXX , XXXX / XXXX / XXXX , XXXX / XXXX / XXXX , XXXX / XXXX / XXXX , XXXX / XXXX / XXXX , XXXX / XXXX / XXXX and XXXX / XXXX / XXXX . Each time I called I would get the same thing it is still being reviewed and I could never speak to the same person and no one would give their last name. I have also completed modules over the phone, with multiple representatives, never the same one, which always promised that they would be the one to help and never heard from them again or they had left tha t department and the module, which I requested copies of and never received, were misplaced or lost when I called for an update on them. In XXXX , I was contacted by a XXXX XXXX from XXXX and XXXX XXXX and they had a buyer for the property. Again, both XXXX XXXX and I did everything that CitiMortgage asked but they wouldnt work with her to get the property sold. They wouldnt communicate with her even with my written and signed permission. They would give her no information and the only thing they would tell me was that the request was under review. At one point, the buyers said that someone was cleaning up the outside of the home but when I called CitiMortgage th ey refused to answer any questions until their decision was made. I also have an e-mail from XXXX XXXX detailing her problems with CitiMortgage and all the representatives she spoke with. The people that wanted to purchase the home finally gave up. We have repeatedly done everything th at CitiMortgage has requested. This started almost seven years ago and the home is now beyond salable condition. This needs to be rectified immediately. Citis reputation for fraud, deceit and scams is well documented, espec ially in its mortgage department.
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

OH

Problem when making payments

Credit card or prepaid card: Store credit card

Problem during payment process
Complaint: On XXXX XXXX I mailed a check in the amount of {$2700.00} to Macy 's XXXX XXXX , to be paid towards my credit card balance. For 3 weeks I waited and they told me they never received it. On XXXX XXXX XXXX I called my bank and they said Macy 's cashed the check on XXXX XXXX XXXX . It still did not reflect on my account. So I called Macy 's to ask where my money went and they said they 'll need a form faxed from the bank to confirm payment. The bank faxed the form and I called Macy ' s back to see if they received it. They said they 'll need to investigate and it could take up to 2 billing cycles ( 2 months ) to get it corrected. I severely needed this check to go through to Macy ' s as soon as possible and now they are at fault and not taking proper measures to ensure customer satisfaction. I JUST FILED A COMPLAINT THROUGH THE CFPB AND WAITED AND WAITED UNTIL I FINALLY HEAR BACK FROM MACY ' S AND THE CFPB REFERENCED THE WRONG ACCOUNT!!!! MY ACCOUNT NUMBER ENDS IN XXXX . NOT XXXX !! CORREC T MACY 'S ACCT NUMBER - 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

2017-05-15

Lewisville, TX

Fees or interest

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

Problem with fees
Complaint: What a nightmare to get someone who I can hear. It has only gotten worst instead of better. Citi card does not care. 3 hours of no help again t oday. I am so exhausted by the timr help arrives. The voice system is not clear either. Overseas is a nightmare too. I was told my annual fee would be waived or a 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

2017-05-15

Superstition Mtn, AZ

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: On XXXX XXXX , XXXX I made a purchase originating fro m homedepot.com that c harged XXXX to my Home Depot Credit card. The store was unable to fill the order and cancelled the order on the same day. I received an email cancellation and refund confirmation when store cancelled my order. I waite d for one wee k and my refund did not get processed. I attempted to resolve with the store and they insisted that they could only refund me if I presented my card and ID in person. I contacted customer care wi th Home Depot and the referred me back to the store stating that they were unable to assist. I disputed the transaction on my credit card. I called the credit card disputes department for my home depot credit card on XXXX / XXXX / XXXX and was advised that my dispute was closed and needed to be reopened. I advised that the dispute is not resolved and that the store has had an opportunity to represent to my dispute and should not be allowed to reset their dispute clock. The agent advised that the merchant has not represented. The credit services/claims associate advised that she could not escalate this claim. I advised that they are out of compliance with lending regulations. The associate offered no further resolution. Called Store on XXXX / XXXX / XXXX and was advised by manager on dut y XXXX that they are un able to process the refund unless I come into the store.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-15

Am Fork, UT

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

2017-05-15

Arlington, VA

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

2017-05-15

Hollywood, CA

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 explanation

Timely Response

2017-05-15

Phoenix, AZ

Other features, terms, or problems

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

Problem with rewards from 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

2017-05-15

Phoenixville, PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2017-05-15

San Gabriel, CA

Managing an account

Checking or savings account: Checking account

Cashing a check
Complaint: O n X/X/17 , Citibank ema iled a letter to me asking to cash an official check indicating, this can be easily resolved by simply depositing the check or requesting a replacement. O n X/XX/17 , I deposited the check at XXXX ATM, but re ceived a letter from chase saying that that XXXX could not accept a check that is over 6 months old and direct me to ask the Citibank to re-issue the check. On X/XX/17 , I called the person who open the account for me, XXXX XXXX , at XXXX XXXX XXXX , CA location. XXXX XXXX told me who could not do anything for me. One w ould hope that the banks representative that opened your account would be there to help later. Some call it the moment of truth. XXXX XXXX , however, was not willing to assist me at all. I explained to XXXX XXXX that I already spoke with Citibanks customer service and I was informed that the cashiers check has not been cashed and a new check needs to be issued at the local branch. O n X/XX/17 , I visited Citibank office in XXXX , CA that is closer to my work. I met with XXXX XXXX . XXXX XXXX was not able to resolve my issue and said she will update me with the status on the following day, Friday , X/XX/17 and will expect to have it resolved by Monday, X/X/17 . D espite her promise, XXXX XXXX has not called me at all. My calls to that branch would always be forwarded to XXXX customer service that in turn would not be able to assist me. After waiting for over a week for XXXX XXXX response, on X/X/17 , I called XXXX customer service at XXXX and placed a complaint # XXXX XXXX XXXX XXXX XXXX with XXXX XXXX , XXXX XXXX . XXXX XXXX assured me that an email will be sent immediately to XXXX , CA branch, XXXX XXXX , and the branch XXXX and that I will receive a response shortly. To this day, I have not heard back from anyone at that branch. O n X/X/17 , I went to XXXX Bank branch in XXXX , CA, my current bank. I spoke with the assistant branch XXXX , XXXX XXXX , about my inability to resolve this issue with Citibank. She encouraged me to get in touch with Citibanks corporate office and to file a complaint with the government. O n X/XX/17 , I visited XXXX location in XXXX XXXX , CA. I asked XXXX XXXX to see the branch manager, XXXX XXXX , but even though she had no clients in her office, I was told she could not meet with me. As you can see from above exchange, Citibank and its representatives have been impossible to deal with and have been deceptively promising to call me back with no intention of doing so. Since the Official Check has initiated from my own account and is payable to myself, there is absolutely no reason for Citibank to refuse to help me and treat me in the condescending manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-15

Brooklyn, NY

Getting a loan or lease

Vehicle loan or lease: Loan

Fraudulent loan
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

2017-05-15

Weston, CT

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 paid a XXXX {$750.00} o n X/XX/17 for treatment that I was supposed to receiver on XXXX XXXX over the following three weeks. During th e third and final s ession I realized that he was only treating XXXX of the XXXX XXXX . When I pointed this out to him he jumped up, got my chart and read his notes. He apologized for the mistake and treated the other XXXX XXXX . At the end of the appointment I mentioned that we would have to schedul e XXXX more appointm ents so that those XXXX XXXX would receive a total o f XXXX tr eatments. He replied, " No, that wo n't be necessary. '' When I realized that I had already paid for treatment that I did not get I disputed the charge ( I had paid with m y Visa card ). XXXX credited my account {$750.00} " temporarily '' until they could review the disputed charge. They subsequently wrote to me and told me the they had closed their investigation and reversed their credit. They gave me no reason for their decision. I believe I am entitled to the credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-15

Weymouth, MA

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 monetary relief

Timely Response

2017-05-15

Auburn, WA

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-15

Flower Mound, TX

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

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

Their investigation did not fix an error on your 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

2017-05-15

Rancho Mirage, CA

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-15

Am Fork, UT

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

2017-05-15

VA

Fees or interest

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

Problem with fees
Complaint: I have been in continuous written contact with Citibank since XXXX XXXX regarding a dispute over penalties and fees assessed for a missed payment. By oversight I skipped the XXXX XXXX credit card payment, and promptly brought my account current in XXXX XXXX . Prior to this incident I had an excellent record of timely payments on this account. However, despite several written inquiries and attempts to resolve the issue, I received nothing from Citibank, other than collection threats, until late XXXX XXXX . At that time they informed me in writing that indeed my account was current as of XXXX XXXX . Nevertheless, they continued to send billing statements with accumulating interest and penalties without adequate explanation, the most recent being XXXX XXXX . I repeatedly offered to resume payments once they removed the excess fees from my account, but they did not respond one way or the other until last Friday when I received a collection notice from an agency to which Citibank referred my account. Today I sent a letter to Citibank informing them that I was seeking the involvement of the CFPB, to resolve this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-15

PA

Fees or interest

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

Charged too much interest
Complaint: On XXXX XXXX , I calle d Citibank to inquiry about an adjustment to my interest rate on my account. I first spoke to a representative who transferred me to an agent in Florida for further assistance. The Florida agent listened and placed me on hold for period of time while she researched my account and reviewed available options. She advised me that I had a current offer for a new purchases and she had to work with a manager to have that removed before anything could be applied to my account. The associate told me she would look into my account once the current offer was removed, and would call me back on XXXX XXXX , to discuss what could be done. On XXXX XXXX , I received a call from the Florida call center, ( XXXX ) XXXX , on my cell phone at XXXX XXXX EST. During the call, the agent apologized for not calling me on the XXXX as we discussed due to her son being ill. During th e 5 m inute call the agent told me she was able to get a 0 % applied to all EXISITING and new purchases for 12 months on my account. I questioned her, and the agent informed me that yes, this will be on all new and existing balances and she stated that this will really help you make a large dent on this balance. I was read a disclosure during the call that informed me that I would have a 0 % rate on my account for all new and EXISTING purchases for 12 months and that I would receive a letter outlining the terms of the offer ( which I never received ). I agreed to the terms that were read because she read the terms that stated the 0 % would be applied to m y EXISTING b alances for 12 months. I also questioned the agent about the finance charges, and she also told me that she was able to get 2 months of finance charges credited back to my account for a total of {$1000.00}. I thanked the agent for all of her efforts and the call ended. Upon receipt of my newest statement on XXXX XXXX , the interest rate was not reduced as I was advised. The 2 months of finance charges were applied, however, my current rate on my account is the current of 23.99 %, which is not what was discussed, and not what the disclosure had stated. I feel this is a violation of Regulation Z, informed use of credit, and is another instance of false and misleading tactics fr om Citibank on a long history of lies, misleading information, and deceptive tactics. The agent advised the call was being recorded, and I feel Citibank should be required to honor the terms of the disclosure that was read and discussed on the call.
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