CITIBANK, N.A.

2017-05-13

Foothill Ranch, CA

Problem when making payments

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

Problem during payment process
Complaint: I already have an OPEN complaint XXXX I have finally established the previous XXXX that was 'lost/held in limbo ' was due to an routing number error. Not my fault as I used the same mobile payment system as before. Anyway I s ince posted 3 payments in various amounts to check CITI 's payment processing system. So one p ayment for {$23.00} posted within a day of submitting - payment o f XXXX XXXX posted XX/XX/XXXX is as of today was still being HELD. After a lengthy phone call to 2 ag ents I was informed it should clear by th e XX/XX/XXXX . Thats is absolutely ridiculous. Another XXXX posted XX/XX/XXXX apparently will clear XX/XX/XXXX . I do not understand why my card payments are not posted instantly and reflect in my available credit right away. I can understand a 24hr wait but days almost weeks is not acceptable. I have asked them to call XXXX and release the XXXX ASAP which they are doing as I type. I am in a 3 w ay call with my ban k and Citi and I am fumin g why if XXXX cleared my bank on th e XX/XX/XXXX Citi are not posting it to my avail. credit. They assure me it wi ll ASAP . However why do I have to go through this process.. all because they say a payment was returned - it was n't returned by my bank CITI returned it. I have now linked another bank just to see if that pr ocesses quicker but apparently not. I just want to establish how to CLEAR whatever issues they have so I can post my payments in future and they are debited against my card and credit within a reasonable time frame, preferably instantly. ( as did the {$23.00} I paid with the same bank and same mobile app ) THANK YOU
Company Response: Closed with explanation

Timely Response

2017-05-13

Patterson, MD

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: so on the XXXX of XXXX XXXX I received an email from Best B uy ( BB ) th anking me for my order. the email was timestamped XXXX . But I did n't order anything. I found the email and read it sometime before XXXX XXXX XXXX that day because I had already call ed citibank/bestbuy had the car d canceled and changed my password on all my accounts. My balance on the card is XXXX today. However I wondered what would happen to the {$1600.00} laptop that was ordered. Would BB actually ship it? I was dismayed to learn that even no more than 90 min after the order was made e ven CS at BB could not cancel the order but they informed me that the matter had been sent to their fraud department whatever that means. I have to say that th e BB CS was abysmal I can t imagine anyt hing worse. They didn ' t seem to care about the fraud, or want to discuss what would happen next but they were very interested in verifying my identity. This order was made online and I ha ve the BB card, it has never left this house. The person receiving the order is " XXXX XXXX XXXX '' in XXXX XXXX XXXX XXXX XXXX NJ. Needless to say orders are not charged until shipped an d Citicards/BB said it would not ship as there was no valid card active. However it did ship and is on its way. I have been told that I am not responsible as I reported the fraud before it was shipped but what I want to know whose card was charged or is this a ploy of UPS/BB to intercept and arrest whoever signs for the package on the XXXX of XXXX ?? I have not been able to get any assistance from CIti or Best Buy on this matter and I am turning to you to help me understand since BB will no t or can not tell me why they sent XXXX dollar order that no one had paid for. I tried to contact XXXX but there was no way to do so, I tried to call the police department in XXXX XXXX but they hung up on me. Nobody wants to stop this crime.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-13

Everett, WA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: when XXXX XXXX gave the XXXX business to Citi ca rd, we believe they issues a card for the wrong number or they sent the wrong card or some one in the company is collaborating with the criminals to create a new account under my name but a different address ( have all the documentation ). After several months citi Silently closed the account and gave it a new account number and want to make me responsible for the debt My identity is compromised due to their negligence and we have been fighting and calling to find out how it was created and who was responsible and no body dare to say any thing except promising to take care of the debt. After several months of going back and forth we received an email that states they are wiling to give us {$21000.00} credit and few weeks later they send my name to their recovery department in XXXX XXXX where they could not even understand our problem and resolve the issue.
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

2017-05-13

MI

Closing on a mortgage

Mortgage: Other type of mortgage

Complaint: When I did a home loan modification in XXXX at least 25 years was added to the length of my 30 year mortgage with an XXXX dollar balloon payment at the end.I feel like this is too much, I have lived in my home for 21 years and now I still have XXXX more years to go with a balloon payment.I feel like I have a double 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

2017-05-13

OH

Closing your account

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

Can't close your account
Complaint: I applied and was approved for a Citi XXXX XXXX XXXX . On the day I received my card in the mail, I also received a letter from Citi stating " We 're concerned about potentially suspicious activity on your ... '' It also states " We tried to call you to verify these transactions, but did n't reach you. '' Obviously the card was never activated and Citi never tried to call me. The letter asks me to call. I contact Citi and ask them to close this account. They attempt to verify my identify using my cell phone number, then my land line, and finally my work phone number. The Citi representative states they will call my work phone number, leave a code, and to call them back. I waited a day or two, having never received a call to my work line, and call them back. I go through the same process of attempting to verify my phone numbers and again do not receive a call from them. Three to four weeks later, on XXXX , I call and again go through the same phone number verification process only this time the Citi representative states that I will receive a call from a supervisor. I have spent roughly 1.5 hours on the phone with Citi representatives trying to close an account I never used. 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

2017-05-13

CA

Other features, terms, or problems

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

Privacy issues
Complaint: I found out in a credit report someone opene d a CBNA credit card under my name and social security, and using it. It was opened back in 2012, and since then accumulated amount of {$5700.00}. I have not received any statements, balances, calls or warnings form anywhere, so it must be that somebody is involved in identity theft. I have not heard of the existence of this card or debt until I applied for mortgage, and the mortgage agent notified me about this suspicious card and activity.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-13

Queens, NY

Unexpected or other fees

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

2017-05-13

Foothill Ranch, CA

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: Bought round trip tickets with XXXX XXXX and the XXXX XXXX cancelled 1st leg of the trip last minute and we had to buy another ticket with XXXX XXXX XXXX for much more. We want to dispute the {$100.00} that we spent XXXX XXXX for the round trip ticket that XXXX never fullfillled. We want refund from Citi Bank Visa.
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

2017-05-13

Chapel Hill, NC

Attempts to collect debt not owed

Debt collection: Credit card 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 explanation

Timely Response

2017-05-12

Attleboro, MA

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 non-monetary relief

Timely Response

2017-05-12

Ballardsville, KY

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

2017-05-12

NC

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 pay my Citi credit card in full each month. YTD I have spent {$38000.00} on their card so I am a pretty good customer and pay the balance in full each month. Today, I tried to use the card and was declined. After calling the company, they told me that my payment was 5 days late and they froze my line. The payment due date was the XXXX and today is the XXXX , which seems like 3 days, not 5. There was no nottation in my statement that the availability would be curtailed at 5 days late and I was only 3 days late to pay - I paid the card in full this afternoon. I asked that a complaint be filed and also asked how to contact the CFPB. Citi w as reluctant to file a complaint and the representative told me that the situation had been resolved so no complaint needed to be filed. I protested and they finally agreed to file a complaint but had no information about whether I would be contacted or what the complaints process is. Thier representatives were not familiar with the CPFB. Additionally I was given contradictory information from 2 different representatives about crediting Milage to my account. All in all a bad experience and my future business will go to my XXXX XXXX and XXXX cards.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-12

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 explanation

Timely Response

2017-05-12

NY

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: Effective XXXX , my Citibank Assist stu dent loan was transferred to XXXX XXXX . When I received my XXXX statement, my standard monthly payment had increased from {$17.00} with Citibank to {$50.00} with XXXX . on XX/XX/XXXX , I inquired with XXXX as to why I was seeing such a significant increase in payment. On X/XX/17 , I finally received an email response from XXXX at XXXX Customer Service advising me tha t Citibank has a {$ 50.00} payment minimum. At my prior servicer, they allowed payment to be decreased if I had other loans. Citibank has instructed XXXX to reimplement the {$50.00} minimum payment. I do not recall receiving any notification regarding this change in business practice. In the past I had two Citibank student loans, one of which was sold to XXXX some years ago for servicing. I have always maintained payments under {$50.00} on both of these accounts. The XXXX loan is the higher payment loan and was not included in this change of servicer so I continue to maintain a {$33.00} payment with them. I feel this change is payment is forcing me to pay off my loa n 4-5x fa ster than the period of time I am allowed to make payment. I understand this practice will pay down principal and in the end I will pay less in interest, however this is a significant change to my payment that I now must budget for along with my federal student loans. Can you advise if setting a minimum payment requirement such as this is allowed even if my calculated standard monthly payment was significantly less for the past 9 years?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-12

Wesley Chapel, FL

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

2017-05-12

Hornell, NY

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: De ar Sir/Madam, This is in regards to my CitiBank accou nt # XXXX . In XXXX XXXX CitiBank ha d a promotional offer of {$400.0 0} if one opens a new checking account with initial deposit of {$15000.00} within 30 days of opening such an account and keeps this balance in the account for at least 90 days. On XXXX / XXXX / XXXX , I applied for such account online and attached pdf file has all relevant information of my interaction wit h CitiBank a bout this matter. On XXXX / XXXX / XXXX I received a confirmation that my account is now active and ready to be funded ( please see pag es 1 and 2 of the at tached file ). On XXXX / XXXX / XXXX the money has been deposited into my account ( please se e pages 3,4 an d 5 of the attached file ). ). After 3 months of the opening of the account I started inquiring regarding {$400.00} bonus. I could not get a clear answer, was transfer f rom one depar tment to another, and just to get rid of me was required to fill out different forms and sent them back, which I did. Calling the bank, waiting to be transferred to different departments, filling out and mailing different forms took substantial amount of my time, but I still wanted to get what have been promised, besides the bank used my {$15000.00} absolutely free now for 7 months. Finally on XXXX / XXXX / XXXX after several attempts to resolve this matter over the phone, I received a letter stating that my account does not qualify for this promotion because the required deposit was not made within the stated time frame ( please see the la st ( 6th ) page of the attached document ). As indicated by the dates of the attached correspondence, I followed all terms of CitiB ank 's promotional offer and I feel that I have been defrauded by CitiBank, where they used my money without fulfilling their promised obligation. Thus, I would like to kindly ask for your help in resolving this matter. Please do not hesitate to contact me at XXXX XXXX XXXX or by calling XXXX if you have any questions or require any further documentation. Thank you in advance. XXXX XXXX XXXX XXXX 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

2017-05-12

NJ

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: We purchased appliances and charged the balance of XXXX . XXXX to newly opene d Sears credit card, we paid the balance in full on XXXX / XXXX / 2017 . However, the new balance of XXXX . XXXX balance appeared with the reference of XXXX XXXX XXXX XXXX XXXX , which eventually changed to Laundry, Alterations, Gift Wrap, Other. When I asked for explanation or proof of any purchases, I was bounced from department to department ; nobody could provide any information but refused to reverse this unsubstantial charge. On- line service provided me with different explanations, as well. On XXXX after asking for the proof multiple times, the Sears respond was : We received your recent inquiry regarding your account. Thank you for contacting Cardmember Services regarding the charge posted to your account on XXXX / XXXX / 2017 . This transaction in the amount of {$100.00} appears to be a purchase for Laundry, Alterations, G ift Wrap, Other. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-12

Washington, DC

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

2017-05-12

Bethel, VT

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 monetary relief

Timely Response

2017-05-12

SC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I was denied mortgage relief assistance thr ough the S.C. Help Program. I went to apply for help though the S.C. Help Program, and I was told that Citifinancial did not participate. I am not the only one that got the run around.
Company Response: Closed with explanation

Timely Response

2017-05-12

AR

Problem with a purchase shown on your statement

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

Overcharged for something you did purchase with the card
Complaint: Paid of f Citi Diamond pr eferred credit card balance in XXXX XXXX . Have not used card for purchases in years nor have I enrolled in any Payment Protection Plan or auto pay. In XXXX XXXX Citi Bank auto withdrew {$28.00} from my checking account and emailed me stating that my online statement was available and that my next bill was due on XXXX XXXX XXXX . As I write this I have been transferred to 10 times to 10 different people at Citi Bank in 3 hou rs time. No one can explain why there are {$850.00} in charges on my account and why after 2 years I am now being charged {$28.00} per month. One person told me it was fraudulent charges but cant tell me what they are, another told me it was Payment Plan charges, another told me it was because they have my address wrong. I cant even access the account online any longer to see what the charges are. They are asking me to write a letter explaining what I have tol d 10 people an d then they will look into my account because they do n't have access to my account before XXXX received a letter a couple of years ago stating I was part of a class action lawsuit regarding being charged for products I did n't sigh up for with Citi I have now been on hold for 58 minutes and counting. Ok 11 people and they just disconnected me.
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

2017-05-12

NV

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 am writing to complain abou t Citi ca rds dispute process as they do not investigate and just side with the merchant. I have had several issues rejected and, despite offering protection from faulty goods or services, they run you around in a circle to try to get you to forget the claim. If you do n't, they side with merchant without so much as weighing the facts. In XXXX , I disputed a change from Home Depot when they improperly installed a water filter. Sure enough, after months and repeated requests for information they sided with the merchant. In XXXX , I reversed a charge from XXXX after the window tinting offer I purchased would have ended up costing twice as much as the advertised price. Again, run around and siding with the merchant. They wanted ridiculous proof like another merchant to take a look at the tinting, which was impossible since I never fulfilled the service as it was a bait and switch scam. Finally, when the claim damage during our move by XXXX was denied because the moving company said things break during moves, i wanted a refund for the extra insurance I purchased. Citi ju st reversed the reversed charge without asking any details, contacting me or any other due diligence. Clearly, their protection is completely useless and I 'm closing my accounts but I want them to stand by their promise to protect card holders.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-12

Everett, WA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: twenty two t housands dollars charged by a fake account holder who uses my name since XXXX XXXX XXXX and have all the documents that the fake account with a diffrent adresss and citi found that it is all fraudulent activities, they have not come clean or explained what happened. my name has been given to collecting agency with negligence and they are not willing to restore my identity.
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

2017-05-12

Mansfield, TX

Incorrect information on your report

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

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

Timely Response

2017-05-12

Harsens Is, MI

Problem with a purchase shown on your statement

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

Overcharged for something you did purchase with the card
Complaint: Citi made a duplicate payment ( {$2900.00} ) t o a merchant in XXXX XXXX . It refused to collect the duplicate payment from the merchant, and told me to make the collection . Citi indicated at the time that all fees would be waived while I was collecting the money. Citi main tained the duplicate charge on our account. I finally obtained the funds from the merchant and forwarded them to Citi i n XXXX XXXX . In XXXX XXXX Citi fi nally reversed all of the bogus late fees and interest it had charged to our account. The balance now is zero. Citi h ad been, in error, reporting to the credit agencies that our account was delinquent. It refuses to correct those erroneous reports. As a result, ou r credit score ha s been reduced more than XXXX points and we are incurring substantial penalties as we try to refinance a mortgage.
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