Consumer complaint received 2019-03-13
Company: CITIBANK, N.A.
State: TX
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:
In XX/XX/XXXX of this past year, I got a notification on XXXX XXXX that my credit had changed. Since I have not done anything with my credit, I was concerned. It showed that one of my citicards accounts had been closed by the company. I called customer service and they stated that they had closed the account a few months ago due to inactivity, and since it was over 30 since they closed it, they could not reopen it. I have credit cards that do not carry balances because I use them only when necessary. Well, this particular card had a {$13000.00} available credit balance on the card. As a result of closing the card, I lost {$13000.00} of available credit, which increased my debt-to-income ratio and tanked my credit score of 40 points! When I told them I wanted to reactivate the card, they said that they could not do it, but I could apply for a new card instead where they could open a new account for me. I told them, that if I apply for a new card that it will affect my credit score as a hard inquiry. They told that's the only way they could open a new account for me since the other was closed. I reluctantly agreed. Well, surprise surprise that when I applied for another account, I was declined due to the debt-to-income ratio. The exact reason my credit score dropped over 40 points! So, now my score dropped 40 points, I have a hard inquiry on my account that also damaged my score a few points and nothing to show for it. HERE IS THE KICKER : -THE " CLOSED '' ACCOUNT STILL SHOWS UP ON MY ACCOUNT SUMMARY PAGE WITH MY {$13000.00} BALANCE STILL THERE AND I STILL GET MONTHLY STATEMENTS FROM THAT ACCOUNT! The company never notified they would close my account to give me an opportunity to use the card. They closed it without notification and as of today, my online account still shows that it is active and I still get statements, which is also misleading. This is completely wrong and they need to rectify this. They were not the least bit sorry. I went back and forth over a few months, finally giving up in XX/XX/XXXX. That is until the latest issue happened.

On my other citicards account, last week I was offered a citi flex loan, which is where you are able to take your available balance and pay off other cards with no fees and a low 7.99 % interest rate. I had over {$4000.00} on that card and want to use more of my card credit for the loan, so I decided to pay off the balance of my card so I could use more of the card for other debt. That was last week. As soon as the balance was cleared, I logged into my account to do the flex loan ... guess what? It was no longer available. It seems a bit more than ironic that the company removes an offer that would provide them with less interest return when you do not have another balance to make money off of. I called customer service today, and they told me that they can not give the promotion back and that I could wait to see if I am offered it again sometime in the future. This company has been nothing but trouble for me and I want something done about this.

Sadly using the secured message center on the citicards website allows me to send a message into the company for them to respond. However, once those messages are sent, I can only see their replies. There is no way for me to find the documentation of what I sent to them previously as proof of my conversation ... only what they sent in return, which was a card agreement.

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