vivekkopthsd/cfpb-consumer-complaints huggingface dataset:
Consumer complaint received 2016-04-06 00:00:00
Product: Credit card — 
Issue: Late fee — 
Company: CITIBANK, N.A.
State: MN

Complaint narrative:
We used a Home Depot credit card with a 6 month no interest. We were leaving for XXXX for two month during the winter and paid the card off. When we returned to XXXX we checked our mail and we had a late fee from Home Depot ( Citi ) on a zero balance which in turn had another late fee on the first late fee. So when I called the XXXX number and enter my information the automated system tells me " this is an attempt to collect debt '' ... first of all I 'm the one that called!! ..This would have been a lot easier if they would have called a month ago. I told them that I had paid the card off and was out of town not expecting any problems. We paid the card off on a Sunday which the payment went through on a Monday. They told me when I paid it off, the payment should have been made on the Saturday but the payment would have still been made on the Monday. They made me pay a {$27.00} late fee saying that they took XXXX off but how can I get a late fee from something that has a ZERO balance? What they are doing is charging people and then keep charging them without even contacting them so they can keep making more money! ..I paid the money and closed the account in which they did n't care. They tell me ok we 'll send you an e-mail with the closing information ... wait..what? They can e-mail without even asking for my e-mail because they already have it on file but they ca n't e-mail me XXXX tell me I 'm incurring late fees?? These people are crooks and the Home Depot has lost all my business because of them!! Funny thing is, is you ca n't talk to Home Depot about it!

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 2016-10-24 00:00:00
Product: Credit card — 
Issue: Identity theft / Fraud / Embezzlement — 
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
Hi there, I have been trying to get a fraudulent charge removed from my Citi Card for weeks. The charge was made on XX/XX/XXXX in the amount of {$470.00}. I did not notice the charge on my statement until XX/XX/XXXX Citi did not inform me of the charge, as most other banks do. I was assured that the card would be voided, that I would be sent a new one, and that I would receive a credit on my account while the matter was being investigated. I was told that I would receive a credit within 3-5 business days. I noticed on the weekend that the card was still active ( I was able to use it online ). I called Citi, and it seems that they forgot to cancel the card and send a new one. Additionally, the charge had not even started to be investigated, and it would take additional time to receive a credit on my account. I received my new card and assumed that I would be receiving a credit on my account soon. Wrong! Last Monday, XX/XX/XXXX, I called Citi to inquire why I have not yet received the credit on my account. I was told that the charge was " mis-tagged '' and that I would be receiving the credit in 3-5 business days. I was also assured that the credit would be posted to my account before my next billing statement. It is now a week later and I have received my new billing statement. There is still no credit. I just contacted Citi Bank and was told it would take an additional 7-10 business days. I have never had such trouble dealing with credit card fraud.

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 2016-12-31 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: CITIBANK, N.A.
State: AL

Complaint narrative:
I was shocked when I reviewed my credit report and found late payment on the dates below : 90 days past due as of XX/XX/2011 60 days past due as of XX/XX/2011, XX/XX/2011 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 2017-01-21 00:00:00
Product: Credit card — 
Issue: Payoff process — 
Company: CITIBANK, N.A.
State: IN

Complaint narrative:
I have an account with CitiBank with a balance owed. I have closed the credit card and I am concerned about fraud. I am needing online access to the account to verify all purchases on this account. However, CitiBank will not give me access online nor verify all payments for the last 365 days.

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 2016-06-27 00:00:00
Product: Debt collection — Credit card
Issue: Communication tactics — Frequent or repeated calls
Company: CITIBANK, N.A.
State: CO

Complaint narrative:
My Citi Aadvantage credit card is 9 days past due and Citi has called me 4-5 times per day over the last week to remind me of it. They are concealing some of these collection calls by saying " we sent you a new card and want to make sure you received it, by the way you 're past due, can you pay it now? '' It 's a deceptive practice that needs to be stopped. I feel harassed and the number of calls has become annoying. I just payed the bill today, but their communication practices, I believe, are illegal.

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 2017-03-04 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed — Debt was paid
Company: Consumer Collection Management. Inc
State: FL

Complaint narrative:
Consumer Collection Management has been removed from one credit report a few times, but it keeps coming back, after it gets investigated and then removed. They have also made slight changes each time they resubmit it to the 3 reporting bureaus. Each time we have asked for proof of the debt and all we have ever heard, is because we have a form?! Where is the proof? Without proof they get removed, but then they come right back.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation
Consumer complaint received 2015-11-14 00:00:00
Product: Bank account or service — Checking account
Issue: Deposits and withdrawals — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA

Complaint narrative:
I will begin with the fact that USAA is well known for manipulating their customers accounts. If you make a deposit or withdrawal they will move the dates in order for them to collect more fees. I actually have proof of this happening in my account. The most recent occurrence of my account being manipulated was on XXXX/XXXX/2015. I made an immediate withdrawal of {$1800.00} from a local branch which USAA partners with to obtain a cashier 's check in the entire amount withdrawn, similar to an ATM withdrawal but due to the amount it needs to be completed this way per USAA. However, my USAA account statement shows the withdrawal was made on XXXX/XXXX/2015 which is a significant deficit of days and cashiers checks are immediate. I kept all receipts of withdrawals to prove this. I also paid a bill which cleared after a deposit I made in the morning of the XXXX XXXX only to have it magically appear before the deposit, even though it was n't made until after the deposit was made. My next instance happened on XXXX/XXXX/2015 when I deposited via my phone a US Postal money order in the amount of {$310.00} in the morning at approximately XXXX XXXX it was later that day after my deposit which is immediate when made from the mobile device that one of my auto drafts for billing cleared. Once again my account was manipulated and my deposit was moved to after the ACH draft attempted to clear as to make it appear that no funds were available at that time so USAA in turn could charge me an overdraft fee. Then when my check which was written out to my housekeeper in the amount of {$85.00} cleared they once again manipulated my account and charged me not once but twice overdraft fees when you can clearly see on my account statement there were funds available and the check itself did clear the first time. When I spoke with a customer service rep, they told me they could not fix it because it was their computer who processes and they can only see the process. Now, if it is my money and I can see that enough is there to clear any debits or checks they can not do things behind the scenes in order to make more money. I am in the process of changing banks and I want the FTC to look into USAA and their practices as I am not the only service member who has experienced this. I want those fee 's refunded as there was money in my account and I also want their " system '' to reflect actual dates and times of transactions accurately. Again I have proof of all that I have alleged and would be more than happy to hand it over to anyone who wishes to see it. I want to ensure this stops happening to those of us that serve. Thank you

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with monetary relief
Consumer complaint received 2016-10-05 00:00:00
Product: Credit card — 
Issue: Payoff process — 
Company: CITIBANK, N.A.
State: GA

Complaint narrative:
I am a Citi XXXX user. On regular basis, I pay my dues and use the card for most of my transaction. For two simple reasons I use this card regularly. 1. I want to use one card, so that I can check my expenditure on regular basis. 2. cash back offer of the card. 
I paid in total XXXX ( XXXX ) last Monday ( XXXX/XXXX/16 ). 
I have a credit limit of XXXX. I had to pay some insurance bills, which is around XXXX. And earlier I had dues of XXXX. So I paid my dues as I do always & after paying, I wanted to pay my Health insurance bill and it was rejected. 
I tried to call, msg, email. But every time different answer. 
No one gives me proper solution. 
Now I received a reply where they are saying The payment of XXXX is on hold. There msg reply given below : " Our records show the hold on your payment will be removed from your account on XXXX/XXXX/2016. You should have access to these funds on XXXX/XXXX/2016. '' I would also like to add, today I have direct deposited ( Which I always do ) from my checking account XXXX. Now in all together my dues XXXX. But available balance still showing XXXX as earlier. 
They are not providing proper solution and I am stuck.

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 2015-08-12 00:00:00
Product: Credit card — 
Issue: Advertising and marketing — 
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
XXXX partnered with Citi to issue a branded credit card. One of the benefits of the card is priority boarding. After reading the fine print, I applied, was approved, I received and used the card in accordance with their rules. I am now taking a trip, and I do not have the priority boarding. They tell me I had to purchase the ticket with the branded Citi credit card. However, there is nothing I can see in their fine print saying that.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation
Consumer complaint received 2016-08-22 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Don't agree with fees charged
Company: HEARTLAND PAYMENT SYSTEMS INC
State: GA

Complaint narrative:
I have had an absolutely terrible experience with XXXX ( formerly campus partners ) for small supplemental loan that I took out during XXXX school. The number one problem for me is that they keep charging me redundant late fees because they can not accurately apply my payments to my account. I agreed to pay the XXXX and XXXX ones ( after they told me that are " unable to make adjustments to the account '' or remove late fees ) but after I was charged a third one that was the last straw for me. The second and third ones occurred while the account was in autodraft status, so there should never have been an issue. Further, I was told that the third late fee occurred after I received correspondence saying I owed the second late fee ( which I never received despite accurately updating my address with the company ... .they actually confirmed that the letter was sent out one day after my address was changed ). Their response was that they can not be held responsible for the US postal service. Well apparently they ca n't be held responsible at all because the last person I spoke with on the phone confirmed that I had been erroneously charged the late fee but there was nothing she could do about it and no supervisor I could speak with ... my only option is to submit a request in writing by mail. Furthermore, XXXX of the XXXX customer service people have been extremely rude and unprofessional. Their online interface is archaic and prone to errors ( I am trying to pay my loan online as I type this but their site is " down for maintenance '' ). Every avenue with which I try to make a payment is associated with some kind of service charge. It is unbelievable how terrible his company is and how there is no hierarchy in their company so that I can speak with someone that may assist me adequately ... there is absolutely no accountability. 

When asked on this site what my issues were, I would have checked all the boxes if I could. My problems have included : -Making payments, getting information about my loan, managing my account -Trouble with how payments are handled -Do n't agree with fees charged -Received bad information about my loan -Need information about my balance/terms -Keep getting calls about my loan -Having problems with customer service So essentially everything. Basically their customer service is terrible, their website/payment system is terrible, and they can continuously charge extra fees without any accountability. Worst company ever.

Company response to consumer: Closed with explanation
Consumer complaint received 2016-03-29 00:00:00
Product: Credit card — 
Issue: Late fee — 
Company: CITIBANK, N.A.
State: IL

Complaint narrative:
Shell XXXX Co did not bill me in a timely manner for the XXXX/XXXX/XXXX, XXXX/XXXX/XXXX and XXXX/XXXX/XXXX gas purchases. All my other bills were forwarded to me by the XXXX XXXX XXXX to my XXXX address ; the last legitimate charge of {$52.00} was paid on XXXX XXXX, XXXX and any other charges are late fees and not my doing.

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 2016-07-05 00:00:00
Product: Bank account or service — Checking account
Issue: Account opening, closing, or management — 
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
I applied for a Citibank Citigold checking account back in XXXX 2015, due in part to their attractive XXXX XXXX XXXX miles bonus upon completion of spending {$1000.00} in debit transactions and using bill-pay twice within 60 days. I completed all requirements within the allotted time period ( confirmed by Citi ) but have not been credited my bonus miles within the 90-day due date post-completion ( XXXX XXXX ). I have contacted Citi on over XXXX occasions but have not gotten the issue resolved.

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 2016-01-22 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure — 
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
Due to a series of mistakes and/or misrepresentations made by Citibank employees in XXXX and XXXX, we were presented in XXXX XXXX with an unexpected balloon payment for our Home Equity Line of Credit ( HELOC ). Although we have been making the monthly payments on the HELOC, paying off the balloon payment would be a severe hardship. All we want, really, is the opportunity to continue making monthly payments. However, to date Citi 's employees have not found a way for us to do so. 

In XXXX, we got a HELOC with XXXX. It was set to have a balloon payment due after 15 years. That 's not the issue. The issue is what happened over the following 15 years. 
In XXXX, Citi bought the HELOC from XXXX, as well as our first mortgage from XXXX XXXX. In XXXX, we refinanced the first mortgage, with the understanding, from the Citi employee working with us ( XXXX XXXX, XXXXXXXXXXXX ) that the HELOC would be " replaced '' during the refinance. We were told that the terms of the " replaced '' HELOC would be 10 years as a credit line, followed by 20 years as a fixed-rate standard loan if any balance remained. 
However, contrary to what we were promised, the HELOC was not replaced in XXXX. Instead, it continued under the original XXXX terms. In XXXX, we refinanced our mortgage again. Again, we were told to " not worry about '' the HELOC. Again, it was left unchanged and remained under the initial XXXX terms. 
Someone at Citi failed to adjust ( " replace '' ) the HELOC under Citibank terms in both XXXX and XXXX. We would appreciate it if someone would investigate how it is possible ( allowable ) that our HELOC remained unchanged, and under XXXX terms, through XXXX Citibank refinance processes. 
In XXXX XXXX, we were told that we are in default on an unexpected balloon payment of {$68000.00}. This would be challenging to pay off under any circumstances, but, coincidentally, we are both currently unemployed. 
This interaction has become a comedy of errors and aggravation. We have dealt with at least a dozen Citi employees, none of whom appear to communicate with each other. Citi 's incoming telephone systems seem to be specifically designed to waste the customer 's time. 
Since XXXX XXXX, we have been attempting to work with the Recovery Department. We tried dealing with the " Executive Response '' team for a while, but were told that there was " nothing they could do '' and that they were the " top level of escalation ''. ( We sincerely hope that this is not the case! ) We could withdraw {$68000.00} from a retirement account ( with some tax penalties ), pay off the balloon payment, and move on. However, given that one or more Citibank employees is responsible for this problem occurring in the first place, we are still hoping that Citi can provide us with a better solution.

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 2016-11-23 00:00:00
Product: Credit card — 
Issue: Delinquent account — 
Company: CITIBANK, N.A.
State: MD

Complaint narrative:
I have never received any credit card from Citi Costco. When I applied loan for mortgage, I found I have late payment. I called citi credit card without even knowing my credit card number. The address and phone number associated with the account is not correct. I never received any statement from Citi. I was told there was {$50.00} balance from previouse XXXX card with Costco, and the balance transferred to Citi. I did not even know this. I was charged over {$100.00} late pay and interest. I made full payment immediately and request to close my account. I request a letter from Citi to explain the situation that I have never received any paper statement or even the credit card because the address is not correct so that i can submit a dispute to credit beureau to correct my credit score. I was told by Citi credit card they could not do anything. they were very rude and did not 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 2016-12-15 00:00:00
Product: Credit card — 
Issue: Other fee — 
Company: CITIBANK, N.A.
State: NC

Complaint narrative:
Thought I had changed " auto-pay full amount '' to " pay minimum '' prior to payment date, because I knew there would be insufficient funds in my checking account. Apparently I did not do it correctly, and the auto-pay for the full amount was processed. I was checking all my accounts on XX/XX/XXXX and saw that my balance was, in fact, considerably less than it should have been, and on investigating saw they had processed the full payment. I called immediately and they checked my account and said the auto-pay had NOT been changed, and the account was paid in full. I explained that was not possible because there were insufficient funds, and sure enough I saw my checking account had just penalized me for the transaction. The customer service experience was difficult, but I finally had someone who ( 1 ) made sure the auto pay was changed to minimum, and after speaking with someone else said they would take back the payment less the minimum due for XX/XX/XXXX, and all would be well. I checked on XXXX and the account still showed it had been paid in full, AND there was a fee for the returned payment due to insufficient funds. I called AGAIN, and was now told it was up to me to work it out with my bank, which made no sense. I called my bank and stopped all future auto payments with this card issuer. I wrote a message to them on my account, and got a ridiculous answer telling me that according to their policy they will try to take the full payment 3 times ( which will result in more fees for them ). They seem completely unable or unwilling to understand the problem and I am very angry I will be charged more returned payment fees and am powerless to do anything to fix it.

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