Consumer complaint received 2022-10-17
Company: CITIBANK, N.A.
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
XX/XX/XXXX. After losing my card, I contacted Citi customer service to have my card blocked as lost ( about XXXX EST ). I verified all transactions on the card were mine and no fraud had taken place. I passed verification to have the card blocked as lost and when offered a new card I declined. I declined because the address on file is an old address, and they would only send the card to the address on file. I explained that I sold that house in XXXX and have been living with my mother-in-law and now my mother until my new house is build and we close in XXXX. I provided my current address ( XXXX XXXX XXXX. XXXX, OH XXXX ). The employee became suspicious of me. After 2 phone calls, a transfer, an hour, and several verification steps I was denied access to move forward in the process and my app was also locked. I provided my married name, maiden name, security word, SSN, previous and current address, my payment and transaction history, a phone code and answered questions about other cards and accounts. The representatives refused to believe the ID verification although I passed all authentications. He said they will send a letter to the address on file with a verification code. And until I call back in with that code, I will be blocked. I ended the call thinking my card was blocked and no one could transact on it. I was still worried that a code allowing access to my account may get into the wrong hands because they sent it to a known old address. I figured I could deal with getting a new card later when I'm settled at my permanent address. At this point I was very distressed and had severe chest pains. I was dizzy and sick the rest of the day becaue of how poorly I had bee treated. 

That same day I filed a complaint with XXXX XXXX XXXX ( Corp. Complaints ) explaining what had happened. About a week or so later the complaints department reached out and apologized, citing that the employee 's manager has been notified and he would receive training. However, even though they reviewed or investigated my complaint and confirmed it was Citi mistake, once that letter went out with the verification code, it trumped all aid that they could then give at that point. They reassured my card was blocked as lost, that I could call back in when I'm settled and could provide my permanent address ( to get a new card # ), and that they couldn't unlock my app. When I mentioned I use my app to see how much I owe monthly ( because I usually pay it off in full ), she said I can just call in for that balance. I explained again that if they sent a letter to n address I'm confirming as old, then I won't receive it. She didn't offer to send a new letter to my current address. I left this call unsatisfied with the resolution but had no choice but to accept that Citi customer service is horrible and abusive towards clients. 

On XX/XX/XXXX I received a voicemail from Citi Fraud Early Warning with a reference code and a request to call back. 

On XX/XX/XXXX I returned the call. I was informed my card had never been blocked. I requested it be blocked. They verified it was last used on XX/XX/XXXX for {$18.00} at XXXX XXXX. I confirmed this was my transactions and no other transactions were fraud. The employee offered to send a new card. I explained that the address on file is an old address ( Ive explained this XXXX x over the past month and a half ). She confirmed I could call back in whenever Im settled in my new house and have the card sent to the new address. I was VERY clear that I am closing on a house early XXXX and to be 100 % sure to only block my card and NOT close my whole account. She reassured me she blocked the card only. During this call I believe she said she could unlock my app, I agreed. 

On XX/XX/XXXX I went to pay my household bills and checked back on the app to see if I owed anything. An alert stated my account was closed. I called Citi and an employee confirms it was closed because a new card wasnt sent. At no point in this entire process was it disclosed in any manner or through any channel that my account would be closed for any reason, including failure to issue a new card. 

I am reporting my experience to the CFPB. Ive never in my life been treated so horribly as I have been by CitiBank. I believe Citi is retaliating against me for my complaint. I'd like to add that my account was in great standing. I pay my bills on-time or in advance, often in-fulI. This Citi Card was my main credit card and over the past year alone I've done over {$13000.00} in business. At the time of closure, I even had an overpayment. No one has notified me of if a check will be cut and to what address. No one has explained compensation for lost rewards. Back in XXXX when I got married, I had such a horrible time trying to update my last name with CitiBank that I gave up. I was left in tears. Its the ONLY account I still have my maiden name on. Same with updating addresses, which led to this experience. 

I pray this doesnt impact my credit to the point I cant close on my new home Ive been building since XXXX. These events have cause much mental and physical distress and anguish. After each of these events I suffered XXXX XXXX and 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