Consumer complaint received 2021-11-12
Company: CITIBANK, N.A.
State: GA
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:
First off I want to say I have tried reaching out to the agency any they refuse to rectify the issue. I would like this removed from my credit report as this account was added due to no fault of my own. 

On XX/XX/XXXX of 2019 I was notified that my first payment with Citi bank had been returned for ISF. I have had the account open since XXXX of 2019. Upon further review I found out my payment was returned because my personal banking account info had be breached by fraud. So I reached out to Citi bank Friday XX/XX/XXXX and notified them of the incident and that I would like to make a payment arrangement/ promos to pay for the following week. I also notified them since my account was fraud Ed please do not attempt to debit my account again until I can get my account situation. I was assured by the agent that no attempts would be made to charge my card again until I called to make a payment. The next week I sat down with a bank agent to go over my account and sort out all of my fraud charges. But she asked me had I stopped all payment from coming out of the account I said yes. But looking at the account from last Friday to Tuesday I was negative XXXX and all those XXXX returns fees came from Citi bank. I could not understand why they tried to charges my account a total of 7 times and even at the time of my bank visit another charge was taking place. I immediately called and asked why they did this when I did not give them permission to charge my card. They claim that they only attempted 2 charges because its a automated system. But even the bank agent spokesperson asked where did the 4 additional charges come for. The Citi bank rep then disconnected my call. Trying to reach another agent resulted in a 45 min wait. But was hung up on again. In XXXX I did not make a payment at all stove the fraud left my personal and business account drained in XXXX I paid on my Citi bank card. I had no problem I did a one time payment over the phone. On XX/XX/XXXX I call to pay the remaining balance on my account and was notified the my account had been closed. When I asked why the agent couldnt tell me. I was transferred two times until a manager named XXXX told me my account was closed due to suspicious activity. I asked what does that mean and her exact words were you made multiple payments on you account while it was open. And Citi bank has the right to close any account if we deem it suspicious for any reason. I could not understand y me spliting my bill up resulted in my account being closed. I would pay half my balance owed 7 days b4 the due date and the remainder on the due day. So it was alway be paid on time. And the exact day it closed is the same day I missed my first payment XX/XX/XXXX. I was not notified my account had been closed I was still receiving my regular monthly statements with nothing on the saying closed account.

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