Consumer complaint received 2023-05-15
Company: CITIBANK, N.A.
State: VA
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:
I just spoke with a " Supervisor '' who told me that my account was not closed for my payment arrangement it was closed by the bank. When asked for further explanation no answers were given. I again explained that I was setup online with a XXXX XXXX payment arrangement that states the account would not be closed due to delinquency while on this plan. The agent again stated my account was not closed because of the plan it was closed by the bank. This does not make sense to me,. I then check the message center on the mobile app to find a letter that states the account can not be reopened due to 1 or more missed payments in the last 12 months. That is what any other financial institution would call closure due to delinquency which is exactly what I was trying to prevent when I agreed to the payment arrangement on XX/XX/2023. The email on XX/XX/2023 from Citi bank stated that the first of five payments of {$250.00} was not due until XX/XX/2023. I made an early payment of {$250.00} on XX/XX/2023. I was shocked to see on XX/XX/2023 that my account was closed. I did not receive any calls or emails regarding the closure. On XX/XX/2023 I was told the account was closed due to the past due amount not being paid by XX/XX/2023. No where in any of the information I received states that I needed to make a certain payment by that date to prevent the account from closing. Had I received that I would have done so as I did on the XXXX. No one at the company is trying to hear me and everybody seems to be following a script. My total past due balance of {$630.00} has been paid in full and I would like for my account to be reopened. I don't understand how an online tool is provided for customers to use, but does not align with how Customer Service operates. I used to get multiple calls a day for consecutive days at a time into the weekend when my account would fall behind. Why did I not receive ONE call to let me know my account had fallen behind to the point of being closed? Any other institution would make sure contact was made prior to this happening whether it be a letter, email, call, and even text. Citi literally did none of this. If there was an issue with the dates the site/mobile app should have prevented such a great timespan in between when a payment needed to be made versus what was given to me. How was I supposed to know their cut off dates if it was not provided to me?? I went off the information that I agreed to and the follow up email that was sent to me with that same information. The payment plan was in place the same date that the account was closed which means the terms that I agreed to " If your account is open, it won't be closed for delinquency as long as you make your scheduled arrangement ''. My account was open, my scheduled arrangement date had not passed, yet my account was still closed.

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