Consumer complaint received 2024-01-16
Company: CITIBANK, N.A.
State: CA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
This is an appeal Hello, I am wtiting to appeal this false decision and these false accusations. Citi can not just falsely close someones accounts and ruin their life when they are the ones who reach out to make sure. I am a human being and this is someones life. I have been extremely patient and spent so much time but this is not a decision I will accept as 1. It is false and 2. It negatively affects my life. 3. Even the credit line management team acknowledged it was an error and verified indeed I called multiple time to get the disputes cancelled and make my account secure but indeed employees did not follow through. They said that in order to get the security risk removed and my XXXX  Citibank credit cards reopened would be through you since they already handed it ofer to the executive response team.

Please see important points below and please get my XXXX Citibank Credit Cards Reopened as soon as possible and this errored security risk flag removed as well. Thank you.

1. I used the charges specifically for Citibank as I get rewards from either the merchant or the bank for certain stores.

2. I personally inquired on why the charges were gone as some purchases just got bounced back and I was either not getting my stuff in the mail or services and subscriptions getting cancelled.

3. I am obviously an exemplary customer per one of your bankers due to my perfect payment history paying ahead of time and more than my full balance ( not even just the minimum payment ).

4. I was patient and took all the steps to get Citibanks error fixed and account reopened but no one is listening to me. Its as if they do not want to waste their time. For example the representative started the investigation in the evening XXXX  and gave me a false generic response XXXX XXXXXXXX. She promised she will due her due diligence to help me but she did not.

5. Obviously my relationship has been great up until this error by Citibank due to your customer service or dispute team who did not follow through anything. My mistake for not documenting or getting reference numbers but of course that should still be on the representatives fault.

6. Instead of doing an internal root cause analysis for your company, you are closing someones XXXX  accounts in error.

7. I specifically requested time and time again that if these are all online like you claim then remove this feature. However no one is willing to work with me.

8. I placed additional security on my phone, social, two factor authentications, and others and yet still no one is willing to work with me despite my over decade relationship with Citi that was positive until this errored incident by one of your team members or departments.

9. Time and time again multiple representstives have confirmed that I requested any disputes that were placed on my account be cancelled. Some maybe misheard me while others maybe heard me and did not follow through.
10. I have been very kind and patient this far but most people I spoke to were very short and slight me which I find unprofessional. Moreover they are giving me things from XXXX  that were resolved unrelated to anything else and again notes that there was an error.

11. Instead of being rewarded for reaching out to clarify the charges aside from XXXX  are mine, you are ruining my life to avoid doing a root cause analysis for your company.
12. I spent so much time and money including getting postage stamps and sending multiple letters, multiple emails, multiple phone calls, and multiple outreaches, yet no one is helping me.

13. Like I mentioned time and time again that I am willing to work with Citibank to have additional security measures more than I already have added that I mentioned to ensure the security of my account.

14. I have a longstanding relationship with Citibank and I am disheartened by this false error. This should not have happened. 

15. You are sending me something from XXXX  that was also an error removed and this obviously is unrelated to the mistake you made this year. 

XXXX. Even the credit line management team acknowledged it was an error and verified indeed I called multiple time to get the disputes cancelled and make my account secure but indeed employees did not follow through. They said that in order to get the security risk removed and my XXXX Citibank credit cards reopened would be through you since they already handed it ofer to the executive response team.

17. I am requesting the reopen of my XXXX ( XXXX ) Citibank credit cards immediately that were falsely closed in error and the reasons provided are all false and not true and remove this false security risk as this is more of an employee risk. Thank you.

18. I would like someone to reach out to me to get my XXXX Citibank Credit Cards reopened ( including the team who falsely closed it ). I would like communication by phone to notify me that my XXXX Citibank accounts were reopened and the errored security risk was removed. 

Thank you, and see letter attached please. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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