Consumer complaint received 2020-12-04
Company: CITIBANK, N.A.
State: AL
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 opened a secured Citi Credit card and put down a {$300.00} deposit that was drafted out of my checking account on XX/XX/20 It started off- This morning tried to use my Citi secured credit card, it declined. I thought nothing of it as it happens due to merchant issues. Today I check my emails and I see an email from Citi from YESTERDAY on XX/XX/XXXX stating, replacement payment is required. I sign into my account and I see my account is closed! I call customer service and they said that my payment in XXXX was returned, the payment for XX/XX/XXXX was returned. I told him I wasnt aware with XXXX being returned and if anything, maybe when I tried to pay & I accidentally entered the wrong numbers when putting in my check account number. That I just saw the email today from yesterday that there was an issue with the payment & my account is now closed?! That gives me NO times to figure out what happened, why, & correct it. He seemed to not care and didnt understand what I wanted him to do or what my issue is. I ask for a manager. 

Manager gets on the phone, says that they decided that because two payments were returned that they decided to close the account. That I can request to reopen the account. I tell her my issue is that I get notification from YESTERDAY via email & that the timeline gives me no time to do anything and correct the issue & to close my account on a whim like that? She tells me I have to wait until I receive a letter on my account being closed and then I can call and request the account to be reopened. I asked her if it can be done over the phone & I want to request the account reopened, I want to talk to someone now and make that request. She tells me I have to have the letter first. I told her I am going to file a complaint with the CFPB as this absolutely rash decisions and pure garbage- That hurts my credit! That I open up the account to build my credit and this happens. An issue happens that Im unaware of it, but by the time Im aware of it, its too late, account closed?! 

I email Citis XXXX social media hoping to have this corrected before having to file complaints with the CFPB. I send them the emails I received as proof and then when I went to link my account to ensure there is no returned payment to pay off the full balance so they dont make any interest of me ; it shows that the account is already linked- I sent a screenshot of that as well. I wish I had read reviews on Citi closing out accounts over returned checks before opening an account with Citi. 

I then had the displeasure of getting a call from XXXX & told him that I found reviews regarding similar issues as mine & he tried to be dismissive of that. 

He interrupted me while I started off the conversation of the issue and tells I should call my bank. I told him that he should let me finish speaking as I did call my bank earlier & they said there is no returned checks from citi, funds are there. Of course later he said, well your bank is not going to see it. So why did he suggest it then? He counter argues me on everything. I did apologize for my tone & it expresses it wasnt directed towards him ; however my frustration is how Citi closed my account so rashly & that hurts my credit for something that is not my fault. He talked about two bank accounts being on my Citi account for payment, but one number was off on one of the accounts saved. I pointed out to him on my end when logged into my account today via desktop ; I did see two accounts both ending in the last 4 digits of my checking account number. However, one shows inactive and I deleted it. When I tried to delete the active account as I read reviews on Citi drafting when there is a XXXX  balance, they get a returned check fee. I told him when I tried to delete the active account that I made two payments on today to pay off the full balance it said, if deleted the payments I made today would be cancelled. The active account is on the account, so it appears to be a citi issue, not my issue. 

He said that the manager I talked to on the phone is right ; I have to have that letter before I can request the account be reinstated. I asked what was so special about the letter? Does it have a special number or code? He asked me if its a problem because of the account being closed like it was? I said, absolutely, not many people are going to agree that its okay, that Citi sends an email on XX/XX/20 and my account is found closed. That gives no one anytime to do anything, even if I did discover the email yesterday. I asked XXXX when does it show my account was closed- He said, today, XX/XX/20. Of course XXXX thinks this okay, because I had two returned checks. Again, I wasnt aware that it happened in XXXX at all. I received an email XX/XX/20 that payment posted. Then discovered the email from XX/XX/20 that replacement payment is needed TODAY! 

He became extremely argumentative, talking over me saying that emails were sent. I read to him what emails were sent to me. He kept saying I knew about the emails on returned checks. Again, shifting blame and not taking any accountability maybe a mistake happened on Citis end. I told him again I didnt know about XXXX, found out about XXXX today. And now Im going to have to look at this from a lawyers point of view- If an email was sent, the burden of proof lies on you to prove that, you cant just go by word of mouth, that burden is not on me. Thats when it became heated & emotional for me. I told him he was wasting my time and Im going to go ahead and file a complaint against Citi with the CFBP. Yet, he kept talking over me up until I hung up on him! 

Never in my life have I have dealt with such unprofessionalism. Of course I am upset. My credit takes a hit because of Citis business practice. You send an email yesterday XX/XX/20 on payment issue and then close the account today XX/XX/20. Again, there are numerous reports of this happening with other consumers as well. 

The emails I from Citi leading up to this amongst other promotional emails. 

XXXX- Online Bill payment account ending in the last 4 digits of my checking account. 

XXXX payment posted. 

XXXX Autopay payment reminder for XX/XX/20. 

XXXX Due date approaching for XX/XX/20 XXXX {$35.00} payment posted on XX/XX/20 XXXX Replacement payment is required. 


No email that the account is closed. 

The business practice is unethical, unfair, & unfriendly to consumers. The blame is on Citi and I as the consumer has to suffer if amends arent made as this hurts my credit. 

It is not fair to send an email on XX/XX/20 that payment replacement is needed and the then next day on XX/XX/20 closes the account. They didnt notify me, I found out on my own accord. That truly does not give anyone any time to figure out what happened, why, or to correct it. Again, earlier when I went to link my bank account to my citi account to payoff the full balance off, it said it was already linked. The active account from my checking account that I had already put on file back on XX/XX/20 could not be deleted as it would cancel the two payments I made today to pay off the balance. Its evident this is a Citi issue with processing payments. 

I took photos/screenshots today XX/XX/20. And I primary used the Citi app and before today after finding out my account was closed & needed to login to pay- I hardly logged into the desktop website.

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