ComplaintsforCiti

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am file this complaint to express my deep frustration and disappointment with Citibank regarding the closure of my Citibank ****************** account and their subsequent failure to return the remaining funds in my account. Despite my efforts to resolve this issue, I have encountered a complete lack of cooperation and satisfactory resolution from Citibank.In March, I opened a new Citibank ****************** account and deposited $30,000 from my **** of *************** account. However, on April 1, I received an email notification stating that my account would be closed within 60 days due to a violation of undisclosed terms. Citibank's representatives provided no specific details regarding the violation, leaving me in confusion.I contacted Citibank multiple times seeking clarification and a resolution, but their representatives offered no substantive explanation for the closure of my account. Furthermore, they assured me that I would receive a detailed statement and a check for the remaining balance of approximately $15,061.21.Despite patiently waiting for over two months, I have not received any correspondence or the promised funds from Citibank as of June 5. Disturbed by this lack of communication, I contacted Citibank again, only to be informed that I would not be receiving a check for the remaining balance. Instead, I was advised to contact **** ** *******, the source of the original funds, and request that they file a "Hold Harmless Claim" to facilitate the return of the balance. This sudden change in disposition and the lack of prior notification from Citibank is deeply troubling and indicative of the poor handling of my case.I promptly contacted **** ** ******* to initiate the process of filing the "Hold Harmless Claim" as requested by Citibank. However, after speaking with multiple agents in the **** ** ******* claim department and fraud department, I was informed that they could only file the claim upon Citibank's request. Since it was Citibank that closed my account and is holding my remaining balance, it is their responsibility to initiate the claim process. **** ** ******* confirmed that the $30,000 transfer was legitimate and held no implications of fraud. They emphasized that Citibank should return the remaining funds directly to me, as the transfer had already been cleared by **** ** *******, making it my rightful money in my Citibank account. **** ** *******'s fraud department also expressed their willingness to support the Hold Harmless Claim, but Citibank must contact them directly.Despite conveying this crucial information to Citibank's deposit risk team on multiple occasions, I have faced resistance and indifference. Citibank representatives continue to insist that I contact **** ** ******* to file the claim, despite my explanations of the previous unsuccessful attempts. It is disheartening to witness the lack of willingness from Citibank to engage with **** ** ******* to resolve this matter, especially considering that it was Citibank who flagged my account and is currently withholding my funds.As a conscientious consumer, I have diligently pursued all avenues to rectify this situation, dedicating over 80 days and countless hours in attempts to retrieve my funds. It is deeply distressing to find myself in a helpless position as a result of Citibank's erroneous judgment regarding my account. I understand that the $30,000 deposit to Citibank and subsequent $15,000 transfer back to my **** ** ******* account *** have triggered concerns within Citibank's system, but I can assure you that these transactions involved legitimate funds that belong to me. I possess concrete evidence, such as my **** ** ******* account statements, demonstrating that the $30,000 deposit originated from my lawful salary and bonus payments from my employer. I am willing to provide any additional documentation, including my tax returns, to establish the legitimacy of these funds. Furthermore, **** ** ******* has expressed their willingness to vouch for the legitimacy of the funds if Citibank were to reach out to them. Yet, every attempt to engage with Citibank has been met with resistance, lack of cooperation, and a complete disregard for customer service.I hope that sharing my experience and filing a compliant will encourage Citibank to take immediate action and rectify this situation, not only for my benefit but also to ensure improved customer service

  Business response

  06/29/2023

  Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days. 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have had a Citibank credit card for years. I opened a savings and checking account and funded it from an account I planned to close. I shifted my direct deposit to this account. I found that I could not use any of the money from the account until I received a debit card, which took about two weeks to arrive (I received it today). In the meantime, I needed to put a deposit down on a new apartment with that money, so I used Venmo, linking it to the new account. I discovered my account was frozen *because ***** informed me*. I received no communication from Citi. I cannot access my account or activate my card. I have no access to the entirety of my savings to pay any bills. I called their fraud department and they told me I needed to wait for a reference number they mailed me at some unspecified time and then *hung up on me* when I said this was unacceptable. In a very practical sense, they have stolen over $4000 from me and refused to communicate with me on this issue until I receive some letter in the mail. Meanwhile, ***** is out $3000 of that money because the bank refused to fund the transaction. I believe that this issue is due to being a transgender individual. Although I've changed my legal name and gender on my driver's license, social security, and every other place I can, I continue to have issues with banks (which is why I was closing my old bank account). The continued gatekeeping presented by banks under the umbrella of "fraud prevention" amount to systemic transphobia.

  Business response

  06/29/2023

  Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days. 

  Customer response

  07/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They didn't actually do anything, but I resolved the situation already. I will be closing my account with them as soon as possible. 
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  06/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a **** ***** account and I was receiving a monthly PAPER STATEMENT which i was able to make a payment on time. For the previous months I DID NOT receive a statement and only received a past due notice by email. I complained about this many times by email, letters and in person to **** ***** and even thru BBB last month. I thought this was resolved after I received an email from **** ***** for $40.00 adjustment on June 1, 2023. However, I still HAVE NOT RECEIVED a Paper Statement from **** ***** and again only received a Past Due notice by email.

  Business response

  06/20/2023

  **** *** **** ***** ****** ***** ******** ********** ********** ****** ******** ****** ******* ***** ******** ****** * ********* ******* *** ********* ****** ***** ****** ***** *** ******** ** ***** *** ******* ******** * *** ********* * ********
  
  Dear *** *****: 
  
  We acknowledge the receipt of the BBB Case # ********
  
  On behalf of The **** *****, I apologize for any inconvenience our customer may have experienced regarding their credit account.
  
  Citibank (***** ******), NA is the financial organization managing all **** ***** credit accounts. As a result, we have forwarded the complaint to Citibank (***** ******), NA, accordingly. At the conclusion of the review and investigation by Citibank, Roberto Viggayan will receive a response directly from them.
  
  Please know that it is The **** *****’s goal to satisfy all of our customers with the products and services that we provide.  The **** ***** values its customers’ patronage and looks forward to servicing their future home improvement needs.  Please do not hesitate to contact me if you have any questions.
  
  Sincerely,
  ******* *****
  ********* *********** ****** ************ **** ***** **** ************ ********* ******* ********

  Customer response

  06/20/2023

  
  Complaint: ********  
  I am rejecting this response because: **** *****  was responsible for   giving the MONTHLY PAPER STATEMENTS to customer so that account can be  paid on time.   Home STOP  SENDING THE  PAPER STATEMENT  without my knowledge and authorization.  I made several requests to have a  PAPER STATEMENTS but this was ignored by **** *****. I was making a timely payment when  I was receiviing  a Paper Statement.  **** *****'s failure to do this  is now negatively  impacting my credit.
  
  Sincerely,
  
  ******* ********

  Customer response

  07/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here] I hae not received any communication from the company directed by the complaint.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ********
  
  
  
  
   
  

  Business response

  07/13/2023

  Please accept this notice that we are investigating the customer’s concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days.
  

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened a CD by transferring funds from an external account into ********************. Upon maturity I was told I was unable to access my funds unless I opened a checking and savings account with ******************** or personally visited a branch to obtain the funds. There are no branches near me accessible. This information is not available when a CD is opened and as such it is deceiving. I would like to obtain my funds and do not want the CD to rollover into another term.

  Business response

  06/28/2023

  Please accept this notice that we are investigating the customer's concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spoke to 5 agents from citibank and told different story all the time. Per 2 agents, I will not receive my Advantage miles because the promo expired on June 10th. I have to spend $3k in 3 months but they did not mail the card until March 25th. I called on 4/3 wondering where the card is, and was told it's on it's way. I was able to receive it and activated on 4/5/23. So they started the 3 month countdown on March 10th and ended it on June 10th. 2 agent then told me, the Advantage miles of 60k will reflect after June's statement cycle, which is June 27th. The other agent I spoke with didn't have any details of starting date or the promo at all and transferred me back to the main line. I could be an elder and not computer savvy and the only way for me to use the card is by using the actually physical card. But I did not get it til April 5th. How is this fair when it's not even 3 months from when the card was delivered? ************************************ I hope you're able to help me out here because it seems like no one can and I'm being taken advantage of. I could have spent all those money to my AMEX account and get cash points instead of non existing airline miles.

  Business response

  06/27/2023

  Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days. 

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello and thank you to the person(s) helping me resolve this issue. On Wednesday June 14, 2023 I contacted Citibank customer service over the phone to request a credit balance refund for both my ********** Consumer and American Airlines AAdvantage credit card accounts. I also requested to close both of these accounts. The customer service representatives told me that they would be mailing me checks for the refunds, which would arrive between 7 to 10 days. Each representative stated that they closed the corresponding accounts. However, as of my writing this complaint, 12 days have passed and neither check has arrived to my home address. I called ********** this afternoon around 1:00pm and the representative I spoke with told me that there was no proof that they owed me my credit balance refund and they had therefore not sent me a check. I asked them why they had not called me sooner to let me know they were having issues, but they did not have a straightforward answer. Furthermore, I explained to them that I am a lower-middle class citizen that works 40 hours/week and is responsible for monthly rent, utilities, student loan, and car payments. I was trying to get them to understand and appreciate the urgency with which I need to receive my refund. Instead of resolving the problem for/with me, they told me that I needed to now fax them proof that I had overpaid them and wait to see if their *************************** accepted my proof. This is unacceptable. ********** owes me $3,079.13 and American Airlines AAdvantage owes me $1,918.42. Since both of these businesses fall under the parent company of Citibank, Citibank owes me a grand total of $4,997.55. My ********** credit card number is: *******************. My American Airlines AAdvantage credit card number is ****************************. Please contact me through cell or email if you require any additional information or have a status report. Thank you again for your time.

  Business response

  06/27/2023

  Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days. 

• Initial Complaint

  06/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with BEST BUY/CBNA, they did not ask me for permission to go with a consolidation company that I just asked for information. I never signed a contract with the consolidation company, the consolidation company had no right to contact them as I canceled my request to consolidate in less than 24 hours which was their policy. I have proof of cancellation. Therefore BEST BUY/CBNA went ahead and closed my account without even consulting me about closure.

  Business response

  06/26/2023

  Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days. 

• Initial Complaint

  06/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have an almost "perfect" credit score that is consistently above 810. I tried to apply for a **** ***** credit card to take advantage of $100 off and 0% interest for 6 months. Apparently I was declined, rather rudely, because I chose not to provide a phone number. A phone number is not required, and some people don't have one and has nothing to do with a credit decision. Please look at the application, even though I chose not to provide a phone number.

  Business response

  06/23/2023

  **** *** **** ***** ****** ***** ******** ********** ********** ****** ******** ****** ******* ***** ******** ****** * ********* ******* *** ********* ****** ***** ****** ***** *** ******** ** *****
  *** ******* ****** * *** ********* * ********
  Dear *** *****: 
  
  We acknowledge the receipt of the BBB Case # ********
  
  On behalf of The **** *****, I apologize for any inconvenience our customer may have experienced regarding their credit account.
  
  Citibank (South Dakota), NA is the financial organization managing all **** ***** credit accounts. As a result, we have forwarded the complaint to Citibank (South Dakota), NA, accordingly. At the conclusion of the review and investigation by Citibank, ******* ****** will receive a response directly from them.
  
  Please know that it is The **** *****’s goal to satisfy all of our customers with the products and services that we provide.  The **** ***** values its customers’ patronage and looks forward to servicing their future home improvement needs.  Please do not hesitate to contact me if you have any questions.
  
  Sincerely,
  
  ***** ** ********* *********** ****** ************ **** ***** **** ************ ********* ******* ********

  Business response

  06/26/2023

  Please accept this notice that we are investigating the customer’s concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days.

  Customer response

  07/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Hi - I am actually not sure of all where this went. It looks like **** ***** replied but then later said they are looking into it? Either way, I am "rejecting" this to get some more clarity on who this is currently with.

  I agree with the **** ***** response and unfortunately they lost an opportunity on their branded credit card.

  Ironically, as a result of the denial, I researched credit card offers and found a Citi offer. I then called them to ensure they did not require my phone number to apply, and I was told I was not. I then applied, and was instantly approved despite no phone number. Citi did get back to me and basically just said "there may be different
  requirements depending on the portfolio" as to why I was denied.

  At the end of the day, my "excellent" credit score at all 3 bureaus, income and assets make me one of the most qualified person for credit out there. Yet I was denied simply because I chose not to provide my phone number. So if this has transferred to Citi, is that even legal? My credit/financial is "excellent" yet denied?
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ******
  
  
  
  
   
  

  Business response

  07/13/2023

  Please accept this notice that we are investigating the customer’s concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days

  Customer response

  07/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I don't think anything is being reviewed based upon the pdf files I received from them. To close this;

  1) My FICO credit scores are all above 800 and I also have very high income and net worth. My ability to repay a loan is very strong compared to most applicants.
  

  2) I applied for a **** ***** credit card and was rudely denied credit simply because I chose to not provide a phone number. I DID NOT KNOW CITI ISSUED THIS CREDIT CARD AT THIS TIME.
  

  3) I then researched other credit cards and found a Citi card that looked good
  

  4) I called Citi, and explained what happened with the **** ***** credit card and they informed me a phone number is NOT required, but they may have to do other procedures. Fair enough, my finances and credit profile are strong. I was also informed to just plug anything into the application form if it "required" a phone number.
  

  5) I applied for the Citi card, using a toll free work conference line as the "phone number"  and was instantly approved

   

  Whether legal or not, a person with a VERY STRONG ability to repay a loan when compared to the rest of the population, should never be denied credit because they do not desire to provide a phone number. Some people do not have a phone number and the "information" a company can view from so called "data brokers" and "data aggregators" based upon a persons phone number is inaccurate at best. It is based upon user input into forms, apps and the like which is as "accurate" as what they chose to enter. A persons credit score is the factual representation of how they have used credit to date and their income and net assets compared to expenses should be the only criteria used to make a credit decision.

   

  I hope companies in general move away from the "data aggregator/broker" stuff tied to phone numbers and stick to factual information about a persons ability to repay a loan. Please post this response on the BBB site.
  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ******
  
  
  
  
   
  

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Never notified of late payment which resulted in the accumulation of several hundred dollars in fees. Also never notified that the promotional date expired and was charged the deferred interest on no payment for 24month promotion. We had set up autopay with our bank which was prosed a day late every month for over a year. No one ever reached out to us to notify us of this error. We tried to get our full balance from the automated phone system and they would only give us the minimum due not the full Balance. I feel that this company makes it ****** difficult to find out what your total balance is so that you don't pay off your bill all at once. They seem to hid things from customers in a way that makes it difficult to understand and end up taking advantage of customers with late fees and hidden costs. They should be obligated to contact their customers directly to let them know there is a problem rather than letting it go and racking up money in fees. I will never do business with both **** *** or Citi bank.

  Business response

  06/23/2023

  Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I disputed a credit card transaction at ******* on my Citi credit card. When ******* finally provided information, Citi informed me that I have to pay this charge. However, a person using a FAKE name, my REAL home address, and a FAKE phone number, made an online purchase sent across state lines, of an ITEM I NEVER BOUGHT, TO AN ADDRESS AND ALLEGED NAME I DONT KNOW, and used the SAME FAKE PHONE NUMBER as the fake ordering name listed.but Citi says I have to pay this and they have charged me this amount, and labeled my dispute as resolved in *******'s favor

  Business response

  06/23/2023

  Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩