Consumer complaint received 2021-08-12
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Bounced checks or returned payments

Complaint:
I have made multiple complaints in relation to the Citibank call center. First, they do not understand English or the American culture. I tried to open a complaint but had no assistance from the call center. I spent close to {$500.00} within three months related to the phone service provided by Citibank. You are on hold for more than 40 minutes. More specifically, I travel to XXXX with high frequency. I was in XXXX XXXX in the month of XXXX. Prior to my XXXX XXXX arrival. I had a layover in XXXX and items were stolen from my checked-in bag. I was forced to make a payday loan. I made a loan with XXXX XXXX XXXX for {$250.00} on XX/XX/2021. I received an email offering me XXXX XXXX dollars. They contacted me and wanted confirmation of all my information, bank account, debit card #, address, and telephone numbers. I thought it was legitimate. They deposited {$490.00} into my account on XX/XX/2021. I was told that they wanted to verify my account and made the deposit. I called Citibank when the deposit occurred to check its validity. The agent that I spoke to concur that it was legitimate, so I continued with their procurements. They asked for their money back and I made the payment via XXXX XXXX. They requested two payments, one of {$270.00} and the second payment of {$220.00} which I complied. I did not feel comfortable with the situation. I told the person that was calling me that I was no longer interested in their loan. On XX/XX/2021, the check was deemed with no funds, and funds were taken from my account. I did everything in my power to ensure the check was valid, but it still was a scam. I wrote to XXXX XXXX XXXX and they stated I was a scam. I had the most difficult time in trying to relay this information to an agent. I was given like XXXX telephone numbers to call and make a complaint. They did not understand the concept of payday loans or the American loan system. You are placed on hold multiple times with long periods of wait. Due to my travels, I always have to be in contact with Citibank with issues of my travels. I am never satisfied with the service. The communication is horrific. I know that I will have to wait for a long time. Today, I called the center. The agent that took my call could not understand me. I had some items debited from my new debit card. I was issued a new card last month due to the theft in XXXX and the scam. The agent told me that they can debit items as long it is XXXX. I told the agent the reason the debit card was replaced was for fraud. Why would I want the people that had my card to have the ability to debit more items from my account. I had to work individually with all merchants that debited my card. The issue I had was that the agent thought she put me on hold and was talking to her coworkers for a long time. When she came back to me she stated that she could not do anything. These scammers have changed my PIN and informed her of such. She said nothing can be done.

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