Consumer complaint received 2021-04-13
Company: CITIBANK, N.A.
State: CA
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:
We are writing regarding our Citi AAdvantage Platinum Select XXXX XXXX XXXX and what we believe was fraudulent and deceptive behavior by Citibank. 

We had a Credit Limit of {$9000.00} On XX/XX/XXXX we made an electronic payment of {$5000.00}. Due to financial complications resulting from the XXXXOVID-19 pandemic the payment of {$5000.00} was returned. 

At no point were we informed by Citibank that the aforementioned credit card was closed. 

We dug ourselves out of our financial issues and called Citibank on XX/XX/XXXX in response to an email we received about making a payment. At this point our balance was {$15000.00} The issues begin with the XX/XX/XXXX call : On XX/XX/XXXX we spoke with a Citibank Representative and arranged to make a payment of {$6300.00} to be processed on 3/29/2021on the condition that once it cleared the account would be : 1. In good standing 2. Open 3. The card would be active ( meaning wed be able to use it ) We verified the above 3 conditions multiple times with the Citibank representative and they confirmed. 
As a side note, I remember specifically giving the Citibank Representative I spoke with on XX/XX/XXXX an example of what my definition of open and usable was so there was no confusion. 
We also agreed to setup automatic minimum payments. 

On XX/XX/XXXX we received a message from Citibank confirming that we had enrolled in autopay - no where in this message does it state that the account is closed. In fact it reads as if the account is opened and in good standing. 

On XX/XX/XXXX the payment in the amount of {$6300.00} processed, cleared our account and posted to Citibank. 

And in fact based on what the Citibank representative confirmed on our XX/XX/XXXX call we made an additional payment on XX/XX/XXXX of {$4000.00}. We received an email from Citibank confirming this and again at no point did it state the account was closed, and again it reads as if the account is open. 

On XX/XX/XXXX after we confirmed both payments ( {$6300.00} + {$4000.00} ) cleared with no issues, we checked our account to make sure the card was active - as the Citibank representative told us it would be. At this point we became worried and began calling Citibank. 

We spent at least 4-5 hours and multiple phone calls on with different Citibank representatives, none of which could give us any direct answers. Finally, after poking around on the internet and in message boards we found a number for the Citibank XXXX XXXX XXXX. 
We spoke with a very polite and helpful Citibank Representative in the XXXX XXXX XXXX who opened a case for us. 

At this point I sent multiple emails following up and outlining what had transpired on the XX/XX/XXXX call. 

We never once received an email response confirming receipt of emails. Everytime I would have to call and confirm receipt. 

At some point we were assigned a woman by the name of XXXX XXXX with the Citibank XXXX XXXX unit. 

After multiple emails and phone calls, XXXX called us back on XX/XX/XXXX. 

On the XX/XX/XXXX call XXXX politely told me she listened to all our phone calls with Citibank especially the call in question that took place on XX/XX/XXXX. XXXX acknowledged/confirmed : That the Citibank Representative I spoke with on XX/XX/XXXX, stated multiple times when asked by me ( multiple times ) if by making the payment of {$6300.00} it would bring our account ; in good standing/current, open, and usable - the representative answered " Yes ''. She also acknowledged that in addition to answering " Yes '' the representative communicated to me in other ways that by making said payment the account would be in good standing, open, and usable. 

We expressed to XXXX that Citibank should honor what they committed to : An open account, in good standing, and with a useable card. 

While polite and understanding XXXX said there was nothing she could do. After we pressed her and explained we felt Citibanks behavior was deceptive ( We did not use the word fraudulent, although we believe it was ) XXXX offered us a {$150.00} statement credit, to which we declined. 

On XX/XX/XXXX following the call with XXXX we sent a follow up email, confirming what transpired on our call. We called the XXXX XXXX XXXX on XX/XX/XXXX to confirm the email was received and forwarded to XXXX - this was confirmed. 

We would greatly appreciate the CFPBs assistance with this matter. 

Thank you very much in advance!

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