vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-05-05 00:00:00
Product: Credit card — 
Issue: Customer service / Customer relations — 
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
My citi credit card information was stolen in XXXX XXXX, and I reported the fraud case in XX/XX/XXXX. I requested a new card for replacement, but I did not receive the card until XXXX XXXX. During these four months, I had called the credit card center several times ( like 5 times at least ) to deal with this problem, and they neither process my fraud case nor give me a new card. Because of their unprofessional ability, I was charged for 3-month late fees and interest charges. Furthermore, the customer service I just called was so rude and impatient and even interrupted my talking several times. She said that my account was closed by bank, while I went to the bank and the bank said they did not have any access to credit card nor close it. The credit card center even could not reopen my account. I do not know what they can do other than collect money from me. I really felt that I was mistreated by the customer service representative because I was not an American citizen. I just cleared my balance on my credit card account and do not want to deal with citi credit card center ever again.

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 monetary relief
Consumer complaint received 2016-04-13 00:00:00
Product: Credit card — 
Issue: Billing statement — 
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
On XXXX XXXX, 2016, I went into a Macy 's store to pay a bill. I provided a {$300.00} check, which my bank honored on XXXX XXXX, XXXX to my dismay, my payment was credited to the account of another Macy 's customer. After receiving my monthly statement and realizing that my payment was not applied to my account, I faxed to Macy 's a copy of my check, with my account number, and the receipt that showed that the payment was mis-applied. In addition, Macy 's charged my account a late fee of {$27.00} on XXXX XXXX, 2016. I have contacted Macy 's on 2 separate occasions asking that they correct my account to no avail. I have also asked that any negative information reported to crdeit rating agencies be similarly corrected. Please help, as their customer service is horrible.

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 monetary relief
Consumer complaint received 2016-08-09 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CITIBANK, N.A.
State: OH

Complaint narrative:
I purchased a home in 2004 for XXXX I am still paying Mortgage Insurance after all these years, the home is in an area that has significantly declined in value over the last few years. I am a XXXX XXXX XXXX widow who has a significant loss in income due to the unexpected death of my husband who is an XXXX veteran. I have called Citimortgage with no resolution on how to remove the MI from my loan. I almost lost the home and they put me on a balloon mortgage which scares me but I had no choice as I would have lost the home. The MI payment is well over XXXX per month for the past 12 years and I am upside down in the home. Is there anything you can do to assist me

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
Consumer complaint received 2015-03-30 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: CITIBANK, N.A.
State: WA

Complaint narrative:
I lost my job XX/XX/XXXX, so we reached out to CitiMortgage for a loan modification. We started the process in XXXX. After fulfilling all their requirements, the modification was completed XX/XX/XXXX. However, their modification was to extend the term by 10 years ; raise the interest rate from XXXX to 4.375 % ; add a deferred XXXX for {$16000.00}, thereby lowering the XXXX mtg. to {$290000.00} ( house only appraised at {$290000.00} ) ; and saving a mere {$190.00} a month. We are in our XXXX and this is the rambler of our dreams. I expressed my concerns about CitiMortgage not putting any " skin '' into the game, but was told this is the only offer. During the process, their electronic system would issue duplicate notifications requiring signature of receipt which meant several trips to the post office. In addition, the new note, etc. have my name incorrect as a result of their error on the previous HARP loan we did with them.

Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-21 00:00:00
Product: Credit card — 
Issue: Delinquent account — 
Company: CITIBANK, N.A.
State: DE

Complaint narrative:
I purchased two dresses from Macy 's totaling {$260.00}. Bill was due XX/XX/2017. I returned both dresses on XX/XX/XXXX for full credit which XXXX out the balance - and with enough time to be reflected on my next bill. But, when the next bill came in there was a Late Fee of {$27.00} and a Delinquent account status even though the bill clearly shows full credit of the previous month 's balance. There were NO interest charges -which means their system knows it was paid in full - but still applies a late charge and delinquency. Nothing was owed - the full balance from the previous month was XXXX out. I called and they told me I had to pay even though the full credit covered the balance. I advised the agent that paying would have caused a credit balance of {$260.00} and she said no it would n't??!! Then they told me I had to pay the new charge made on XX/XX/XXXX of {$37.00} to remove the late fee and delinquency even though it is not due until XX/XX/XXXX. I asked for a supervisor who told me the same thing and stuck to the same story??!! Then I tried to use their online system which is so horrible to use - the chat function does not work - the email system provided an auto response with no information on when they would get back to me. They are ruining my perfect credit score and trying to make me pay the {$27.00} late fee. Please help. This is a scam - who pays when there is NO balance? How many others have they charged a late fee to when no balance was due? The fact that no interest charges were applied shows that this system is flawed.

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 monetary relief
Consumer complaint received 2015-04-17 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Application, originator, mortgage broker — 
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
I had a really bad experience dealing with citibank mortgage department. They gave me a pre approval for a $ XXXX loan based on all the documentation that they asked for. And based on that I went ahead on a contract for a property in XXXX. Nothing changed at my end, all the docs and financial situation remained exactly the same as it was at the time of approval. During the approval time, they made me spend {$1300.00} USD on appraisal process, stating clearly that it will be returned back. And when the appraisal came back fine, they said my financial situation is not good for giving a loan. When I asked them what has changed since the time I took pre approval, they said nothing. Now for last 2 days, I am asking them to credit back the money which they charged and they are not communicating with me. Absolutely nothing.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-31 00:00:00
Product: Bank account or service — Other bank product/service
Issue: Deposits and withdrawals — 
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
Re : Citibank ( Citigold ) accounts ending in XXXX ( {$25.00} ) and XXXX ( {$25.00} ) We were recently notified by Citibank that we have XXXX small inactive accounts ( " Insured Money Market '' and " Savings Plus '' ) each containing {$25.00} ( total of {$50.00} ). We called Citibank XX/XX/2016 and were told to submit a letter with identifying information and Citibank would send us a check to close out the accounts. Instead of sending a check for {$50.00}, we received a letter stating that, because the account is inactive, we would have to go to a Citibank branch to get the {$50.00} and close out the accounts. 
There are NO Citibank branches near either where we live in XXXX XXXX XXXX, XXXX or in XXXX, XXXX where we are visiting from XXXX XXXX, 2016 to XXXX XXXX, 2016. They have only ATM 's, and we can not get the money and close out the accounts through an ATM. 
I called Citigold Services ( XXXX ) this morning ( XXXX/XXXX/16 ) and spoke to an XXXX ( ID XXXX ) and her supervisor XXXX ( ID XXXX ) to attempt to resolve this matter by having them send me a check for {$50.00}. I was told that I would have to go to a branch, and THE CLOSEST BRANCH is in New Jersey. I COULD NOT BELIEVE MY EARS AND I ASKED XXXX TO TRANSFER ME TO HER SUPERVISOR, XXXX, WHO REPEATED THE SAME DIRECTIVE. 
PLEASE HELP!

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
Consumer complaint received 2016-12-21 00:00:00
Product: Credit card — 
Issue: Closing/Cancelling account — 
Company: CITIBANK, N.A.
State: PA

Complaint narrative:
Citibank acquired my Best Buy Visa card in 2015. After having the Visa card for nearly 10 years, Citi decided that I did not meet their credit standards and closed my account. In addition to the closing of the account, Citi decided to prevent me from making payments online. I do not receive my monthly statements nor can I access them online since they revoked the access to the account. I have to phone in to Citi and I am usually routed to an overseas call center in the XXXX and it is a literal ordeal to make a payment. Due to the obstacles in paying off the balance of the card and never banking with Citi, the payment fell behind and now they have reported late payments on my credit bureau. I think this is extremely unfair of Citi to make to close the card, cut the online access and prevent me from making payments via online and requiring me to call in and spend a half an hour trying to explain to a non English speaking representative to make the payments. I receive calls from several different phone numbers, from five different states that do not leave messages and when called back route to this overseas call center. I have a balance of {$160.00} which will be paid off but I would like the late credit reporting removed since Citi has caused this with their payment limitations. Citi need to be investigated for their practices which are extremely unfair to customers. Citi charged me the annual fee on the account and then closed the card. I submitted a previous complaint on Citi before and I am hoping that my nightmare banking experience with Citi can end soon. They are a big bank that is not customer centric and is very challenging to work with.

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 monetary relief
Consumer complaint received 2016-07-09 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: CITIBANK, N.A.
State: OH

Complaint narrative:
To Whom It May Concern : I contacted Citi Bank on XXXX/XXXX/16 regarding my Double Cash card. I have a current billing item in a dispute due to the merchant charging me the incorrect amount. I noticed the item was charged back to my account as of XXXX, but have not received any notification as to why via E-mail or Mail. 

The first time I called, I was routed to a representative in XXXX who offered to transfer the call to the dispute department ( even though I said existing dispute in the IVR ). I was on hold for about 3 minutes and then the call was transferred to a message that advised the rep to take the call back because they were experiencing high volume and were unable to take the call. The line disconnected. 

I called back and asked for a manager. I was told there are no managers available. I then asked for a supervisor, who promised that I would get a call back within 48hrs. He took down my information. He was kind of rude, and I did n't like the way he handled the call. He denied me the ability to talk to anyone or anyone else. 

I called back once again and asked for a rep in the USA. The call was then transferred to a closed line. 

I called back a fourth time, and asked once again for a supervisor or someone in the US. The call was transferred to a closed line. 

On my fifth attempt, I called and was transferred to a closed line for the dispute department. 

Finally, on my sixth attempt, I got a rep in the XXXX who told me that there are no managers or dispute team members available due to high call volume and promised that I would get a call back in 24 hours. I explained to her that I have been disconnected and hung up on 5 times, and that I really needed to speak to someone.. She kept promising a call back. 

It has been 48 hours and my phone has not rang. I feel as if I am being discriminated against because I asked to speak to a representative in the United States. I explained to the reps that I was nothing personal, I just have had poor service and really need to speak with someone that will understand everything that I have gone through.. Since each one of the reps did n't even really apologize for the situation or how I have been treated. 

I honestly feel as if I have been mistreated and discriminated against for the billing dispute, as well as discriminated against for asking for an American employee. My calls were repeated disconnected or blind transferred to a closed line OR IVR with no reason or excuse as to why. 

I need to speak to someone about my dispute to understand why. I also need someone to help me understand why I spent over an hour on the phone only to get disconnected multiple times and hung up on.

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 monetary relief
Consumer complaint received 2016-10-03 00:00:00
Product: Credit card — 
Issue: Identity theft / Fraud / Embezzlement — 
Company: CITIBANK, N.A.
State: AZ

Complaint narrative:
XX/XX/XXXX, I requested my credit report and became aware of a Sears Credit Card account that was opened under my social security number. The account did not have a balance, but did have a credit line of {$8000.00}. I never applied for any credit from Sears and the account was attached to an address across the country where I have never lived. I initially disputed the account with the credit reporting agency and was told that Sears claimed the account was mine. I proceeded to call Sears to dispute ownership of the account. I was assured by no less than XXXX different people from customer service, fraud, and credit assistance that the account was indeed closed and that absolutely no charges could be made. I asked to see the application for the opening of the account and was told that was not possible. I was told that I would receive a letter stating the account was closed but after three attempts, a letter never arrived. 

I viewed my credit report XX/XX/XXXX and saw that the account was indeed still open but had only a {$2000.00} credit line. I called Sears and was told that their " investigations '' department had reviewed the matter and since there was no balance on the account they reopened the account and reissued a card to the address I have never lived. I have to admit, by this time I was livid because I was being treated like I was trying to get out of paying debt when in fact there was no balance on the account. I asked how they could reopen an account that someone claimed did not belong to them and was treated very rudely. After going round and round with an associate from the fraud department by the name of XXXX, I was told that it was n't fraud it must have been my account and he transferred me to another customer service associate who once again told me the account has been closed. I was told again that I would receive a letter stating the closure, but once again I have still not received. I once again asked to see the application for the account and was denied. 

I want this account removed from my credit report for all XXXX credit bureaus, as well as the address across the country it is attached to. It is not, nor has it ever been my account. I want to see the application for the account because if someone has signed my name to open an account I need to initiate the correct legal action. Currently, I am at the mercy of Sears hoping my credit remains safe because I can not be sure the account will remain closed and more cards will not be issued.

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 non-monetary relief
Consumer complaint received 2017-03-09 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: CITIBANK, N.A.
State: NJ

Complaint narrative:
I was shocked when I reviewed my credit report and found late payment on the dates below : 30 days past due as of XX/XX/2012 I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.

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
Consumer complaint received 2017-02-13 00:00:00
Product: Credit reporting — 
Issue: Incorrect information on credit report — Reinserted previously deleted info
Company: HOVG, LLC
State: FL

Complaint narrative:
I disputed the referenced accounts ( # XXXX & # XXXX XXXX by third party XXXX XXXX XXXX XXXX. The credit report shows these items were deleted from my credit file XXXX 2017. HOVG LLC, dba Bay Area Credit service ( BACS ), XXXX XXXX XXXX, XXXX XXXX, XXXX, GA XXXX has now reinserted these items on my credit report. The reporting period has expired and I have NOT received any notification. This is a serious violation of the FCRA.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2017-03-10 00:00:00
Product: Credit card — 
Issue: Other — 
Company: JPMORGAN CHASE & CO.
State: UT

Complaint narrative:
i am writing you about my XXXX. i called XXXX to dispute some charges made by online business opportunity scammers.they told me they could only find one charge for XXXX for XXXX on XX/XX/2016.when in fact there were more charges on my card.there were charges from XXXX for XXXX, and XXXX for XXXX was told they could not find these charges while i was looking at them on my summary.what kind of work can i expect from this institution.these companies are totally scamming the elderly and XXXX was totally non caring.these companies never rendered me any services, charged on all my credit cards and XXXX turns a deaf ear.i had amounts and dates but no help.they need to listen to there customer, i repeated do you understand i was not rendered any services which extends me beyond there basic XXXX of 60 days.i guess one of the biggest financial institutions doesnt have to worry about the little guy.where do i go from here if my own bank will not help.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-05-31 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: CITIBANK, N.A.
State: NH

Complaint narrative:
I have paid a bill in full have receipt and still receiving minimum payment notices.

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 monetary relief
Consumer complaint received 2016-06-01 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: CITIBANK, N.A.
State: LA

Complaint narrative:
I received a promotional offer ( XXXX ) in XX/XX/XXXX ( XXXX American Advantage miles ) to open a CitiGold account with CitiBank by XXXX/XXXX/XXXX. The account was opened on XXXX/XXXX/XXXX. It was written that certain parameters and criteria had to be met in a certain amount of time in order to receive the promotional offer. Those criteria were met in XX/XX/XXXX. It was my understanding that after 90 days, the miles would post to my XXXX XXXX Advantage account. I began the process of follow-up XX/XX/XXXX, by way of secure message on Citi 's website, then again on the week of XXXX/XXXX/XXXX. On both occasions, the CSR indicated that I had met the requirements pertaining to promotion XXXX and I would receive the miles by the end of 90 days ( XX/XX/XXXX ). On both attempts with CitiBank, they responded that I was ineligible which is a contradiction to what the CSR 's shared with me. To date, those miles have not been credited and I need your help.

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 non-monetary relief
Consumer complaint received 2016-03-02 00:00:00
Product: Credit card — 
Issue: Identity theft / Fraud / Embezzlement — 
Company: CITIBANK, N.A.
State: OH

Complaint narrative:
In XXXX XXXX, I received notification from a Macy 's Department Store Assest Protection Specialist in Flordia stating that XXXX individuals were found using my Macy 's credit card and charged {$1000.00}. I called Macy 's credt department ( managed through City Bank ) and reported that my credit card number had been stolen since the physical card was still in my wallet. They sent fraud documentation which was promptly completed and returned. I was told that the investigation could take up to a month and that I should not pay the bill on my Macy 's account. Further more, it was explained that once the investigation was complete and the fraud was confirmed the charges would be reversed. 
In XXXX, I called Macy 's credit and asked for an update into the investigation since my account was still showing as overdue. They stated they had no record of the investigation but saw the documentation and would escalate it to a supervisor and I would be contacted within the month for a resolution. 
In XXXX, I called Macy 's credit and asked for an update. They stated the investigation was still on going and to call back in two weeks but they would escalate it again. 
Meanwhile I began receiving calls from a collection agency regarding the outstanding balance of my Macy 's account. The collection agency stated that until Macy 's reversed the charges there was nothing they could do and would continue to call 4 times a day. 
XX/XX/XXXX, I called Macy 's to inquire about the status of the investigation. I was told that it had not been 2 weeks since my last call and I needed to call back. 
On XXXX XXXX, XXXX I called to inquire about the status of my fraud investigation. I was told that they could not give me a time line for the investigation and I would have to call back in another month! 
I have provided Macy 's credit with their requested fraud documentation as well as the criminal investigation conducted by the County Court in Flordia. This has now hit my credit score and has the potential to effect my work through my damaged credit score. Due to the hour long wait on hold with Macy 's my ability to " patiently wait for the next operator '' is limited.

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 monetary relief