Consumer complaint received 2023-02-25
Company: CITIBANK, N.A.
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
I closed the account in XXXX XXXX after CitiBank continued to freeze my account for any and all purchases made with recognized merchants and regular occurrences ( i.e. XXXX, grocery stores, etc ). I called in and paid the account up and asked to close the account and any remaining fees. 
In XXXX XXXX the card charged me the XXXX $ annual subscription and later a fraudulent charge in XXXX XXXX. 
In XXXX XXXX I was notified of the late fees. I called in to resolve both charges on the account as I had previously closed the account, and the XXXX XXXX would be a fraudulent as I destroyed the cards previously. 
I had to call in XXXX separate times to fall up on these issues with CitiBank, was tossed around to XXXX different departments including their initial inquiry line, customer service, sales department for the annual fees, citi dispute department for fraud, and an escalation XXXX. The customer service department i escalated to XXXX and was assured they would waive the XXXX $ fee if i paid the XXXX $ fraudulent charge- to which I declined paying either. They said they would waive the fee but send me to the dispute department to handle the additional fee. I was forwarded to this department who was the most sympathetic to the bounce around and issues and opened/resolved the fraudulent charge and sent me to an escalation XXXX to ensure the account was closed as I asked for phone records to be evaluated. The escalation XXXX at that time told me they would have this monitored but could not hand me any reference numbers for calling back to monitor status as they are internal work orders. 
I started a new business in the new year and was attempting to open a business credit card and the only reason I was unable to is the late charges I have now accumulated from the XXXX $ annual fee never paid with my continued open disputes with CitiBank that I am constantly assured they are investigating or resolving. 
I called back XX/XX/XXXX to find out the fraudulent charge was indeed resolved, but the XXXX $ fee for XXXX was never paid up and I have been accumulating late charges now totally XXXX $ as of this point that needed to be paid. I once again bounced from the inquiry line XXXX to customer service XXXX to a citi dispute XXXX to then an escalation XXXX named XXXX in kentucky who once again had no notes on anything I detailed above and could provide no reference numbers for when i am tracking or trying to follow up on the status for these charges. XXXX reports that this never went to an escalation XXXX previously from when I was told it was, and she thought my account was not closed fully once again despite me having a letter it was closed, and that it was probably only a security closure. She assures me she is looking into it and the phone records ( which I was told previously ) but once again can not provide an issue reference number for tracking as these are internal work orders. 
Additionally, since last speaking to an escalation representative this morning, I now can no longer access the previous documents that showed my account closure notice and the fraud dispute resolution.

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