Consumer complaint received 2019-02-12
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:
I have had a Citi Preferred credit card ( ending in XXXX ) for some time and had always had the same account number which I had been paying on a monthly basis. On XX/XX/2019, I attempted to call and make a payment on my account. I was unable to access my account using the automated system, so it directed me to a representative. I spoke with a woman who told me that the account I had was now archived and she was unable to view any information on the account. I asked her how it could be archived when it was an active account, with a balance, which I had been paying on. She said she did not know because she was unable to view information on that account since it was archived. She said she had another account in my name and asked me to verify that account number. I told her I did not know the account number because I only had the one Citi Preferred card which is now showing archived. Since I was unable to verify that account number, the woman said she could note the card as lost or stolen, then issue a new account with another card number. I said okay. I was unable to make a payment on the card at the account since it was now transferred to a new account number and I would have to wait until it was processed. I never received a new card for this new account. 
On XX/XX/2019, I received an email regarding a Citi account ending in XXXX ( assuming this is the new account that was opened XX/XX/19 ), stating the account was past due. I called Citibank and provided them my information. I was able to make a payment at this time based on having the last 4 digits of the account number provided in the email payment reminder and my other personal information. 
Today, XX/XX/2019, I contacted Citibank expecting to make another payment using the automated system, but when I entered my SSN and last 4 digits of the account, it stated the account was closed. I pressed zero to speak with a representative who confirmed the account had been closed. I asked to speak with a supervisor because I wanted to know why I keep having issues with my Citibank account. I spoke with Account Supervisor, XXXX, who advised the account was, in fact, closed. I asked her why. She stated that the notes show that I had requested the closure of the account on XX/XX/2019. I asked her why I would close my account the very day I called complaining about a past account being cancelled and a new account then being opened. She said she did not know. She said there was no note that I had requested a new card but a note that I requested the account closure. I told her I made no such request and I want to know why this happened and why it happened in the past with my original account that I had for many years. I told XXXX that closing accounts affects my credit and this closure that I did not request could affect my credit. She said she did not know and that I could open a new account but that it would also affect my credit. I told her I was angered and wanted to file a complaint. XXXX said she had initiated an investigation, would listen to the recorded conversations, then call me back in 5-7 days once she has more information. I provided my contact information and the call ended.

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