Additional Complaint Information

Customer Complaint:

Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

See all additional business information

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
11/07/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am a ************** credit card member. On 11/6/24 I received an email stating there may be fraudulent activity on my account. I then logged into my account and there was no notification about a suspicious charge, and nothing indicating a charge had been attempted on my account. I then went back to the email and clicked the link where it told me to call the number provided. The person who answered the phone was so unprofessional that I figured the link may have been a scam and I hung up the phone. This audio quality was horrible and the person did not speak english well. I then called the customer service number on my card and was greeted with another person with horrible audio quality and even worse english speaking. They asked for my credit card number I said I didn't have it near me, they asked for my ssn I said I would be comfortable giving the last 4, they said I have to give them the entire number, I replied I did not feel comfortable giving them that info, and they hung up on me.This is the most horrible customer service I can imagine. Just garbage people answering my phone calls with no level of quality or professionalism. **** *** and Citibank obviously do not care about their customer's experience or wellbeing.
Business response
11/07/2024
Please accept this notice that we are investigating the customers concerns..
Initial Complaint
11/06/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I attempted to open a CITI account apart of a promotion - I was looking for another account to funnel my payroll to in order to accumulate cash to buy a car. I set aside 350 a pay period. The promotional account ********************** gave to me had extra stipulations other than minimum deposits which had them charge me a $8 maintenance fee. After reaching the balance minimums, i decided that the services and security features that CITI uses were inadequate. For example, I do not use a debit card for a checking account but ********************** Exclusively uses this for online and phone based security. As a result, I could never get service on the phone or online. When i closed the account, I started receiving $15 monthly fees. I called in to address reversing the fee because I was under the impression we closed the account. The call agent advised me that I did not need to pay the fee and my account would be closed. I advised that my job requires me to not have things like this get sent to collections. They advised me it would not. I received an email today that while my account was closed, the balance was sent to collections. this could cost me my job. I have spent hours on the phone trying to contact CITI but have never been able to get through to anyone due to hold time and due to not keeping my debit card with them.
Business response
11/07/2024
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
11/04/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
November 3, 2024 I have been a customer of ****** ************* card by ********************** since 2017 and have ALWAYS paid their bills before their due date. On October 28, I tried to use my card at a Publix and was told that the card was no good.I DID NOT receive a September statement, and to this day, I still havent received it.Either it was never sent out or was delivered to the wrong address. I don't know what happened, but I NEVER RECEIVED IT.I immediately called **** and was told (more or less) that it was my problem and that there was nothing that **** could do but that they would mail a copy to ***** of today, **** has not sent me a copy of the bill.I have many automatic recurring monthly charges (including utilities) on my **** bill, and I am now being charged late fees because of ****s screwups. I mailed two checks to **** $1,500 and $2,500, on October 28th, and they have yet to be cashed.
Business response
11/04/2024
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
11/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
They removed the "late Charges" when they FINALLY - located my payments.

THANK YOU VERY MUCH.

******* ***
Initial Complaint
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Citi bank is refusing to assist me i was told for 3 weeks that if i call back with my bank account number they wld be able ti provide me my account infor and order my replacement card. Back in sept there was a ************************************************* order to avoid the charges continuously happening i never received my replacement card. Ever since then the websit and mobile app will no longer let me sign in keeps saying its having technical difficulties. I called and they refuse to assist me refuse to send me out another card the they put a password on my account that i never authorized to be there they are literally holding my money hostage
Business response
11/04/2024
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
11/14/2024
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]
This is not acceptable their fraud department had done something to my account and i never received my replacement card they wont issue me out another ****** there is almost 1000 dollars on this account

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

Sincerely,

****** ********

Business response
11/20/2024
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
11/04/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 7/27/2024 I made a purchase at **** in ****. I used my citi card to protect me while on vacation from any fraudulent charges. I had a duplicate charge of $42.83 from **** in ****. With no way to contact the company in ******, I disputed the charge with Citi. Citi has sided with **** twice and closed my dispute. Citi cards responded to me via chat today, I'm really sorry for the inconvenience caused. I understand your concern.Since the transaction is a foreign transaction, we thought that this would be charged with your ************ card was charged $42.83 two times in a row.a duplicate charge. I did not give permission for 2 of the exact same charges.
Business response
11/04/2024
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
11/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** ******
Initial Complaint
11/04/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had $3,000 fraudulently pulled from my account with *************************** towards a bill payment #******. I do not, nor have I ever, had an account or made any bill payments through Citi. Citi is refusing to work with us on this matter and reimburse us. Our credit union is closed until Monday.Attached is all details we have relating to this matter.
Business response
11/04/2024
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
11/04/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ive been having 0 issues with my Citi bank so far but I deposited cash in my account to pay for some credit building loans and bills & ended up losing my wallet, I called Citi bank ASAP and informed them if the fraudulent transactions on my card. I filed a claim and was sent a new card but today I called for an update and they told me my claim was denied because the transactions match my previous history but Ive literally NEVER used my debit card before. Not once before this fraud happened on my card, how does this make sense? Im appealing this claim result. I dont feel like someone really looked at my claim because these fraudulent atm withdrawals were the first ones Ive ever had on my card
Business response
11/04/2024

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
11/04/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am filing this complaint regarding a missing payment in which Citibank served as the intermediary bank. On June 22, 2023, I sent a $1,000.00 USD payment through ************** Services, intended for a *** (**********************) account in ********, *******. ************** Services confirmed that the transaction was successfully processed, but *** has been unable to locate the funds.I visited the *** branch, and they advised me to contact Citibank directly, as Citibank served as the intermediary bank for this transaction. I sent a formal letter with all relevant details to Citibank Client Services at the ******************* in ***********, **, but I have not received any response.Payment ************************* *** (**********************)Beneficiary Address: ******************************************** Beneficiary Account Number: ******** Beneficiary Bank SWIFT Code: ******** Intermediary Bank (Citibank) SWIFT Code: ******** ABA Number: ********* Amount: $1,000.00 USD Payment Date: June 22, 2023 Reference Number: **************** Attached are screenshots showing the transaction details, including the confirmation from ************** Services, a remittance advice, and ***'s instructions to use Citibank as the intermediary for USD transfers.Despite multiple attempts to trace this payment, I am unable to get any response or assistance from Citibank, leaving this issue unresolved. I kindly request the BBBs assistance in facilitating a response from Citibank to help trace the missing funds.Desired Resolution: I would like Citibank to investigate this transaction, confirm whether they received the funds as the intermediary, and provide information to help locate the payment with ***. If the payment was not completed, I request assistance in processing a return of the funds to the originating account.
Business response
11/04/2024
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
11/05/2024
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:

Citibank has only indicated that they are 'investigating' the issue and will respond within ********************************************** timeline needed to address my missing payment. This issue has been ongoing since June 22, 2023, and I have not received any concrete updates or confirmation of action taken by Citibank to trace the payment.
I am seeking a clear confirmation from Citibank on whether they have received the funds as the intermediary and, if so, details on the payment's status with *** in ********, ********
Without a detailed and prompt response, the situation remains unresolved. I kindly request the BBBs assistance in urging Citibank to expedite the investigation and provide a direct answer on the payment's status, or, if unsuccessful, assistance in returning the funds to the originating account.

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

Sincerely,

****** ******

Business response
11/06/2024

We are currently working on this exact issue from the client under BBB case ID ********. In efforts to not duplicate the work and cause confusion, we will continue to work under BBB case ID: ******** and respond directly to the customer, if applicable, via phone, email, or mail within 15 days as originally advised.
Customer response
11/11/2024
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:

To reiterate, my issue concerns a missing $1,000 USD payment sent on June 22, 2023, through ************** Services to a *** account in ********, *******, with Citi acting as the intermediary bank. Despite my follow-up and Citis initial investigation response, I have not received any specific information or confirmation that Citi has located or traced the funds, nor any clarification on the transaction's status with UBA.
For resolution, I am seeking Citis confirmation of receipt of the funds as the intermediary and a detailed update on whether the payment has been successfully transferred to *** or if further action is needed.

Thank you for your continued assistance in this matter.

Best regards,
****** ******

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

Sincerely,

****** ******
Initial Complaint
11/01/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I used my Best Buy card and paid the full amount on the date of my bill closing. They noted it as being paid the next day and charged me $109.44 in late fees.
Business response
11/04/2024
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. BBB ********
Customer response
11/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******** *******
Initial Complaint
10/31/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I made a purchase with a promotional balance and I submitted payments for it to be paid in full before the promotional balance expired. I submitted payments faithfully and never missed a payment and the promotional balance was paid in full before the deadline. Citibank took it upon themselves to change the promotional allocation which left a $213 balance on the promotional balance that was expiring first and paid off a later promotional balance thus costing me $723+ in interest. I contacted customer service and the rude representative told me he saw where I changed it to pay off another promotional balance that was expiring in November before paying the one that was expiring in October. I explain I would never do that and cause myself $723+ in interest. I need to refunded for the interest and have the payments allocated correctly. More importantly, I sent them a message on 9/5/24 advising them my payments were not being correctly applied and needed to be resolved before the promotion expired. They ignored all my requests to apply my payments correctly to avoid this interest. This is fraud and lacks integrity to charge someone $723+ in interest because the company failed to apply my payments leaving $213 balance on a promotion that should have been paid in full.
Business response
10/31/2024
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
11/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** ******

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Additional Complaint Information

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

Complaint Details

Showing all complaints

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary