Consumer complaint received 2020-11-06
Company: CITIBANK, N.A.
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
Dear CFPB Agency, I have really been having a very hard time dealing with Citibank regarding my Citi CostCo Visa Card, and I'm hoping you can help me. 

i. The problem started on XX/XX/XXXX, when my Citi card declined a purchase I was trying to make, even though I had all available $ XXXX on my card - {$0.00} balance. I called in to Customer Service, and they told me that Citi was " in the process of not renewing my card, and it would be expiring on XX/XX/2020, and that I only had access to use it for ANY NEW CHARGES through XX/XX/2020. 

ii. At this point, I chose to NOT use the card for any more purchases, and removed this card from any services I use, such as XXXX, XXXX, etc. 

iii. On the advice of my CPA, I called a week later and asked them to CLOSE MY ACCOUNT right then, instead of waiting until XX/XX/XXXX for Citi Card ending in XXXX. After all, they stated, that I could NOT charge after XX/XX/XXXX. My request to close my account was denied, and I was again told, that it was in the process of closing. 

iv. Here is where things become problematic, and Citibank starts to apply deceptive and fraudulent practices in the handling of my account. 

v. Once CitiCo denied me the opportunity to close my account before their 'date of XX/XX/2020 ' I decided to set my Account to LOCK, which will block all new charges on my card. I did this in good faith on XX/XX/XXXX, to ensure my account remains at {$0.00}. Actually at this time, I had a " $ XXXX credit on my account, because I prepaid before the statement, to ensure this continues to show a {$0.00} balance on my credit reports, since I am 100 % debt free as of a few months earlier, and am continually watching my score. 

vi. After the CARD BLOCK was placed by ( there is a switch in the mobile app you can do to block the card ), I thought things would go smoothly, I knew I should be receiving a refund check of {$32.00}, which was the credit balance after ALL Charges posted. However, things did not go that way. Remember, they said I could not have any charges or use of the card after XX/XX/2020. It is unreasonable to think a consumer thinks card block is " block everything, except for recurring charges. '' It is not a reasonable assumption, and therefore is designed to be deceptive and LURE consumers into late charges and fees, because naturally, they would feel their account is safe with the block feature on. 

vii. On XX/XX/2020, I receive an alert on my phone, that Citi approved a charge on my account for {$14.00} for XXXX  Membership. When I called to inquire why did this charge go through, with a CLOSED account, with REMOVED ACCESS on XX/XX/XXXX to Consumer, and with a CHARGE BLOCK on the account initiated by me, I was told that " recurring charges will continue indefinitely. '' So of course you can see the concern here. What else could I have done? Card was closed, I was told no charges would be allowed after XX/XX/XXXX, and I had blocked my card. I decided not to argue with them anymore. They assured me my account was closed. I inquired on this same call, why does My Mobile App ask me to Activate My New Card ... .I thought I was dropped by Citi ? They said to ignore that, that we have indeed " parted ways. '' viii. On XX/XX/2020, I receive ANOTHER alert on my phone that Citi approved a charge for {$100.00}. SHOCKED, I called in to Citi. They tried to shove their XXXX  down my throat again, by saying this was a " RECURRING CHARGE. '' It was a company I had NEVER heard of nor done business with. And this same company ran a " test charge of XXXX '' the month prior, which I didn't catch, because well, you know ... my card is closed, I can't charge on it, I have the card blocked, so why would I be checking? 

ix. On XX/XX/2020, I called in to speak to a XXXX at Citi. She told me not to panic, she would help me. She was a bit defiant and combative on the call, but said she would resolve this, however, only after I lost my $ hit on the call. XXXX, said she was immediately referring the {$100.00} charge to fraud ( after she herself discovered the test XXXX the fraudsters charged prior month ) and was going to close my account - she said it was still open. She said she would put something special on my account, so it won't initiate a new card. She said she would issue a refund check to me, for {$32.00} - XXXX  Membership charge of {$14.00} for a refund check total of {$17.00} x. On XX/XX/2020, I log into my account, and see a notice that a NEW card was being sent to me, ending in XXXX. Can you believe it? Complete hysteria sets in. I just can't get away from this bank. 

xi. On XX/XX/2020 I then call in to the number that XXXX gave me " should anything else come up. '' This was the phone number for the Security Operations Department. Phone # XXXX. The gentleman on the phone said that 2 systems were not talking to each other, but that he was going to send a note to the Fraud Team to fix this, as he couldn't. I asked to make DOUBLE SURE no charges come through. And if you can believe this, he said there was NO WAY to put an all out block on my card. 

xii. I log into my Account on XX/XX/2020, and see that things are really all screwed up. NOW there is a Cash Advance Fee charged on my Account, Additional Interest, and my account is in FULL DISARRAY. 

xiii. My Request is that this ENTIRE complaint is not only forwarded by the CFPB, but ALSO the FDIC. Besides my account NEVER being fully closed, I believe I have discovered a SCHEME that Citi is running. I believe they are purposely hiding behind the " recurring charge '' thing, so that they can bill people for a charge that comes through, and because the Consumer KNOWS their account is closed, with a {$0.00} balance, they don't both to check it, which will lead to a LATE FEE, and ADDITIONAL INTEREST AND PENALTIES. I believe since the pandemic with revenues being down across the banking sector, that the C-Suite Team at Citi, and All Personnel Involved, are employing this scheme. I believe this to be true, because of the impossible nature to close the account, the continued ACCEPTANCE on NEW CHARGES well past the DATE THAT THEY TOLD ME I WOULD NOT BE ABLE TO CHARGE, WHICH WAS 6 WEEKS PRIOR, and the unwillingness of Associates to help initially. 

I would like to be consulted with this, and an EXTERNAL AGENCY FULL INVESTIGATION into the Shady Business Practices at Citi. 

In the meantime, I'm attaching a Screen Shot of my $ XXXX Credit which has been on there since XX/XX/XXXX, and my CARD BLOCK FEATURE, and a new summary of charges. They are SO SNEAKY that even though they say a new card was not issued, you know the system is set up to keep charging, because the CARD BLOCK feature was showing as an option for the new card this week, ending in XXXX. I know their game, so I AGAIN set a LOCK feature on this new card. 

It's very important to me, that the Compliance Office, the CEO, and the CFO being questioned as to the legality of stringing the consumer along, and NEVER EVER letting them surrender their business with Cit. Good grief, you said you cancelled me on XX/XX/XXXX, why are you still approving fraudulent charges 6 weeks later? 
It's not just me either. On Consumer Complaints website, you will see that many people have posted about fraudulent charges going through, and Citi refusing to fix it. 

THIS DEMANDS A FULL INVESTIGATION. 

Thank you for your interest in this case. 

I can be reached at : XXXX XXXX XXXX XXXX ) XXXX XXXX XXXX XXXX XXXX, AZ XXXX

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