Consumer complaint received 2023-12-07
Company: CITIBANK, N.A.
State: NV
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
Citibank closed 2 store specific credit cards ( Macy 's & Best Buy ), 1 Citi Simplicity credit card and 1 Costco Visa ( Authorized user ) without any notice and 3 different agents refused to provide me with any information as to why all of my Citi cards had been closed on the same day XX/XX/2023. One agent went as far as telling me to call XXXX if I wanted more information. A second agent referred me to a letter in my document center that I was also not notified about that stated for me not to call Citi and they will not provide any additional information. I called and a second agent told me the bank decided to close all of my accounts and refused to give any additional information. I was then transferred to another agent who stated they were all closed due to fraud risk, but I have never reported any fraud on any of the credit accounts. Not a single person at Citi provided me with any additional information and then insinuated that I am the fraud risk even all of the accounts are over 10 years old, no fraud has ever been reported, there is no unusual activity, the accounts have never been past due 30 days or greater and are all current with possibly 2 returned payments between all accounts during the life of all the accounts. No one would answer any of my questions, refused to transfer me to a manager and would not document my complaint. When my mother, the primary Costco Visa account holder called, they gave her a completely different story than what was explained to me and the agent released my financial information to my mother, which completely violates my privacy. A final agent I spoke with advised me to write a letter ( attached for reference ) to Citi requesting my accounts be reopened and that would 100 % guarantee the issue would be resolved and the accounts be reopened, which left me extremely skeptical and untrustworthy of the agent and the information provided. All I have received from Citi is deception, lies, privacy invasions and complete disrespect. I have done nothing wrong, I have made all payments and I have been treated like a criminal that is not being told what the alleged reasons are.

I have called Citibank multiple times, written letters as directed by customer service agents and have had escalations created internally by Citibank agents. Every single time I call no one will provide any form of legitimate response as to why this negative action against me was initiated. I received letters from Citibank for all of the accounts affected and they all provide the same fictitious reason. Due to unusual XXXX credits and withdrawal transactions, the bank has closed the account. How can the accounts be closed for unusual transactions that are impossible to perform on credit card accounts? XXXX does not support credit cards and none of the accounts had a cash limit available for withdrawals ( 2 of the 3 accounts are store specific credit cards ). I have had the accounts for almost 20 years and I have never once reported fraudulent activity on any of them, i have never disputed a single transaction and have never even attempted to conduct a cash transaction on them. How can Citibank close a 2 decades long customer relationship for fictitious reasons that do not exist, refuse to tell me what has happened and what is currently happening with my accounts and practice discriminatory business actions without any explanation or accountability. 

It has been more than a month that all of my accounts were unexpectedly closed with malice for no apparent, realistic or actionable reason. I have been lied to by every Citibank employee that I have interacted with during multiple phone calls. This form of deception is wrong and I do not appreciate being discriminated against after being a loyal Citibank account holder for 2 decades. I will continue to escalate and submit various complaints regarding this matter until there is a reasonable resolution for this unfair treatment. 

Thank you

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