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Complaint Details
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Initial Complaint
03/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Hello my name is ********************* and I want to make a formal complaint on city bank. I recently had a fraud claim submitted to them February 2nd. I was trying to report to them that I had put my card information on a fraudulent website (stock exchange) with other login information for a separate app. I filled the information wrong when reporting it to city bank and said I authorized the transaction when in fact I did not. I called and tried to correct the mistake but nothing was done. They were supposed to file a chargeback and they say they did but will not provide me with any proof.The website actually took my information and used it themselves. The bank is insisting that I had authorized it and will not listen to what I have to say. The whole situation blew up when I talked to the supervisor of the fraud department as he would not listen to me and became hostile.The whole situation was very unprofessional and city bank didnt hear my side at all. The supervisor threatened to close the account which I agreed and they also restricted my account so that I cannot use the online features. I get the feeling they dont care about their customers and only care about their fraud case numbers being down.I would appreciate it if someone would look into it as all the phone calls were recorded. Please feel free to contact me if you need any information.Business response
03/29/2024
As stated in a letter from FDIC dated March 27, 2024, to the customer, the bank is in compliance with federal consumer protection laws and has even taken extra measures to try to recover the funds. Unfortunately, those extra steps were denied and the funds are unrecoverable. Since it appears the customer was a victim of a scam, FDIC encouraged the customer to file a complaint directly with the Federal Trade Commission. Further, if any information was received via the Internet, FDIC suggested reporting the incident to the Internet Crime Complaint Center. Given the bank has complied with all laws that govern this activity, there is no further action necessary.Customer response
03/29/2024
I am rejecting this response because: City bank states they are in compliance because they are iterating that I authorized the transaction, which I did not. The extra measures they took failed because they suggested I authorized the charge, again I did not. They say this because they didnt want to cover the $5000 as a bank should. They admit I was scammed and the merchant also says there was fraud, but the bank uses the words unrecoverable because again they dont want to cover the $5000 that they even admit I was scammed. I filed complaints with all other entities as well and reported the scam. I have spoken to the vice president of loss prevention at city bank and we got into a major disagreement, so the purpose of this complaint is to inform other customers or future customers.
Customer response
04/01/2024
If you disagree with the banks decision they will close your account abruptly. They will disable your mobile banking and online banking also. They will return payments on bills and not allow you to transfer your money out. I cant access any past statements or transactions either. The bank literally turns their back on you and puts you in a difficult situation. Horrible experienceInitial Complaint
12/26/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I paid off my auto loan with City Bank and am legally due a refund of the prorated gap insurance premium. The ********************* (NAS - ******************************) confirmed they sent a refund check to City Bank on 7/31/23 in the amount of $1,134.34. City Bank has not issued me my refund check and I cannot get anyone at the bank to return my calls. The dealership confirmed the refund check was sent to CityBank and the dealership does not have the money.Business response
01/03/2024
City Bank has not received a check from the *** insurance company or the dealer. The dealer was contacted by the bank on 1/3/2024 to inquire about the check. The dealer indicated they will contact the *** company to have the check reissued and will also contact the customer to let her know this has been requested.Customer response
01/03/2024
I am rejecting this response because: The lender and the dealership keep putting this issue back and forth on each other. The dealer called me and told me that the bank should have the refund check.
I need someone to confirm exactly when I can expect my refund.
Customer response
01/03/2024
Today 1/3/24 at 4:00pm CST I spoke with representative from *************** and he has confirmed that he will issue my refund check today and mail it to my residence today. You may **** this case resolved and I am satisfied with the resolution.Business response
01/04/2024
City Bank reached out to the dealer again on January 3, 2024. They are to issue a check to the customer for the refund immediately. This should resolve the complaint.Customer response
01/04/2024
I have reviewed the business response and accept this resolution.Initial Complaint
12/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered tickets from what I later discovered to be a scam site (tickets-center). I contacted my bank and let them know then bought tickets from ticketmaster. The tickets I purchased from the scam site were $185. The tickets I purchased from ticketmaster were $85. The address for ************* is not verified and they have no phone number. Their BBB rating is an F and there are tons of people online complaining that they are fraudulent but my credit card company (citi) said it's not their problem. Wow.Business response
12/28/2023
As the complainant states, the credit card is issued by ********** not City Bank, headquartered in *******, *****. A review of our records does not find a customer by this name. Please remove the complaint from City Bank's record.Initial Complaint
12/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have an account with **********************. My account # is ********. We were recently charged two (2) separate overdraft fees of $33.00 ($66.00 in total) related to the use of City Bank's overdraft Line of Credit feature. However, we were not informed that utilizing the Overdraft Line of Credit would also cause a fee to occur. Knowing this, we do not plan on using the *** feature anymore in order to avoid such fees. Due to the ambiguity in the way the *** works, we were not properly informed that these fees would occur. Therefore, I requested a courtesy refund of these fees, as most banks would usually do. One of their employees called me and indicated they refused to offer this requested credit. However, due to the fact that we were not properly informed of these fees, I ask that City Bank reconsider this refusal.Business response
01/02/2024
The customer received disclosures regarding the discretionary overdraft protection (***) offered on consumer deposit accounts. The disclosure covers the requirements and parameters of the *** service, including that there will be a $33 charge for each overdraft item paid. The portion of the disclosures which address *** are included with this response. City Bank believes the program was administered as explained to the customer when the account was opened; therefore, no further action is needed.Customer response
01/02/2024
I am rejecting this response because: I did not receive any such disclosure. Quite frankly, I am disappointed in City Bank and the way they are treating us as customers. We might no longer be customers of your company going forward, depending on the outcome of this dispute. Please advise.Business response
01/02/2024
The officer on the account has agreed to extend a one-time courtesy refund of the $66 charges. The refund will be posted to the account on January 3, ****.Customer response
01/05/2024
I have reviewed the business response and accept this resolution.Initial Complaint
10/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Turned off my overdraft protection without telling me than continued to charge me return item fees with out any apology or explanation as to why. This is a clear way of them to make money off of someone with out telling them.Business response
10/17/2023
The overdraft protection is a discretionary product and may be removed at any time without notice, as stated in the account disclosures when the account was opened. A review of the account reflects returned item fees were refunded to the account. Overdraft protection has been reinstated on the account. There appears to be no further action necessary.Initial Complaint
09/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I opened a Citi Simplity credit card to take advantage of their 21 month balance transfer offer. I attempted to send the funds to my PNC home equity account. Citi's online transfer system did not allow this and it asked me to use a checking account number. I entered the checking account number and it seemed to work. This was on August 25th. The money never arrived in my checking account. The number was correct. The money is now missing, almost $10,000. PNC has no record of this. I opened a dispute with ****, but tis is going no whereBusiness response
09/11/2023
A search of City Bank records does not find a customer by this name. Given the complainant's address and the reference to a Citi Simplicity credit card, this complaint is most likely meant for ********* and not City Bank headquartered in *******, *****. We do not have a credit card like this and have not offered a balance transfer. Please remove this complaint from City Bank, *******, *****' records.Customer response
09/14/2023
I selected the incorrect business entity. My apologies! I will refile my complaint.Initial Complaint
04/03/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I was just told to have my financial institution call them about sending my refund! My bank informed me that they are holding my money and should have been refunded it back to me! I called and continue to get the run around! Total scam business!!Business response
04/03/2023
I have reviewed the records of the bank, and we do not have a customer with this name. It is most likely a customer of Citi Bank. We are **********************, located in *******, *****. We do not have any locations near the complainant's address.Customer response
04/03/2023
I received the paymentCustomer response
04/04/2023
I have reviewed the business response and accept this resolution. I received the paymentInitial Complaint
11/23/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Dear customer service Manager I have opened this checking account ending **** on May 24th 2022 and deposited ******* I was told after 60 days I will receive $700 cash bonus. code # i was given was *********** I have called numerous times. Please check my call history. September 6th 2022 I called an was told I will get $700 in a week. I spoke with **** on 9/13/22 she said I will get it on November 5th 2022. still no $700. 11/11/22 I spoke with *** she gave me REF # XXXXXXXXXXXX and said she is escalating my case and I will get email or call back in 5 business days 11/18/22 spoke with ***** ( ID # ****** ) he said he has connection in that department and he will get my $700 bonus.Business response
12/13/2022
Business Response /* (1000, 4, 2022/11/29) */ City Bank, headquartered in Lubbock, Texas, does not have a customer by this name. The individual most likely opened an account with Citi Bank.
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Customer Complaints Summary
14 total complaints in the last 3 years.
5 complaints closed in the last 12 months.