Consumer complaint received 2021-10-15
Company: CITIBANK, N.A.
State: VA
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:
The complaint site only allows to input one credit card. However, all of my credit cards are affected. 

I will explain what happened to one credit card. 
But for this particular credit card ending in XXXX ( XXXX XXXX XXXX XXXX ), I didn't do anything wrong, it's just a card that focuses on daily purchase regularly for 8 years without no missing payment, Citi has all the shopping history as evidence to trace and investigate. Close this card is unfair. 


What happened : I have used Citi credit cards since XXXX. During the nearly 8 years, I've been very loyal, using them regularly and routinely, and NEVER missed a payment. 
I have three cards with Citi : 1. 'XXXX XXXX XXXX ' with a {$48000.00} credit limit, earned {$3000.00} in cash rewards, but have not redeemed them yet. 
2. 'Cost anywhere card ' with a {$10000.00} credit limit, earned {$620.00} cash rewards, but have not redeemed them yet. 
3. 'Citi XXXX  XXXX  XXXX  ' with a {$25000.00} credit limit, earned 200,000 rewards ( equal to $ XXXXcash based on 1:1.5 rate ) but have not redeemed them yet. 
Citi closed all my credit cards on XXXX XXXX ( Saturday ) without a logical or fair reason, which caused some large issues in my daily life. 

1. The impact to my credit score was immense due to the large credit limit drop. ( I'm close to buying my own house, and this is debilitating for me ) -The effect that it has on my life is very negative from this significant credit score drop. 
-I will most likely lose the chance to buy my house -I may lose future job opportunities since companies run a credit check. 

2. Refusal to let me appeal even know there's no logical or fair reason given 3. Taking all of my {$3600.00} cash rewards and point rewards ( $ XXXXvalue ) that I earned away I will explain what happened and what help Im looking for. 

* I used the first two cards ( XXXX  XXXX  & Costco anywhere ) very often to buy all my personal and business office items, but used 'Citi thankyou Premier card ' less often.

Since XX/XX/XXXX, I decided to use 'Citi thank you Premier ' more frequently. We have a 'stimulus program ' to award employees who perform really well with XXXX gift cards. I was using my XXXX business credit card to buy XXXX gift cards from XXXX grocery store, instead, I wanted to use the 'Citi thank-you Premier card '. 

First, I called in Citi customer care and security team to report that I will start using the 'thankyou Premier card ' more often and will have some big transactions. 

Second, after they put in a note, I still had problem making the transaction. I received a security message every time, and I did call in every time to verify myself to make the transactions. 

Third, and most importantly, I did ask them every single time if it's ok to use this card for these big transactions, if not, I would switch back to XXXX. However, all the security representatives I talked told me the same thing that it's fine, I just need to call in to verify myself. 

HOWEVER, Citi still cancelled all my credit cards on XXXX XXXX ( Saturday ). I even called in to talk to representative to purchase the monthly stimulus prize-XXXX  gift cards on XXXX XXXX ( Thursday ) Through all of these verifications with Citi representatives XXXX never once did any of them tell me this was something I couldnt do. 

I care about Citi, and Ive had these cards for 8 years. I use Citi for all my personal and business purchases, and have never missed any payments. I did call every time and verify who I was, and that I was in-fact making these purchases. The disconnect and wrong information I received as a loyal customer is concerning. I am not one to misuse or break any type of policies you may have, and that wasnt my intention.

I know Citi is sensitive, so I was looking for the Citi employees to guide me the right way. Customers dont know everything, but instead of answering and guiding the customer through the policies, my accounts were just closed. As mentioned above this has affected me in multiple ways. 

Furthermore, my other two accounts were affected and I am still carrying a balance for all three. 

This is very hurtful, after 8 years and they just kick you away, take all you have, and don't give a reason. They dont even don't allow you to appeal. Is this the way good customers get treated? 
This situation has made a large inconvenience in my life and has caused some significant damages. I would like to work to resolve this issue and continue to be a loyal customer.

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