Consumer complaint received 2023-05-19
Company: CITIBANK, N.A.
State: MS
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:
On XX/XX/XXXX I called Citi Bank Customer Service number because I noticed that my minimum payment for XXXX 's statement increased from the monthly statement for XXXX by {$11.00}. I always pay more than the minimum so that I can pay the balance down quicker. I noticed by looking at both bills that the interest rates increased as well. I called them to ask why my bill increased and request that they close my account so that no purchases could be made on that account. I spoke with XXXX, then XXXX, then XXXX. I was asked for my card number which I provided. They told me that card was expired and requested my new card number. I explained to them that in XX/XX/XXXX they sent me a notification in the mail stating that a current review of my account determined that I did not qualify for a new card based on my high account balance and that I did not have a new card number. They kept trying to send me a new card and I kept having to say I do not want a new card over and over again, that I just wanted my account ( line of credit ) closed. I thought that he finally understood when the phone call ended. On XX/XX/XXXX I called to pay my bill and could not pay without having to be connected to a person because the system would not take my old card number. I was connected with XXXX who told me that my account had been closed and I could not make a payment on the account. I then said " well my balance is due today and I am trying to make a payment so that I do not get charged a late fee or higher interest, what do I do? He explained that he noted the account and to call back on XX/XX/XXXX and the issue would be resolved by then and that I could make a payment and would not be charged any added fees. I called back on XX/XX/XXXX and spoke with XXXX who informed me that the account was closed and had a XXXX balance. He stated a new account was opened in my name and a new card was in the mail. I stated I did not give them permission to open a new account and I expressly stated several times I did not desire a new card. Then he proceeded to say that I did not have another account in my name nor a new card. This morning XX/XX/XXXX I check my email to find a statement from Citi with a different account number than the account I opened in XXXX with a balance of {$4500.00} ( account number ending in XXXX - XXXX did not give permission to open this account ) when XXXX 's billing statement showed my current balance as {$4400.00} ( account number ending in XXXX - correct account ). I feel that these actions are not or should not be lawful as I did not apply for a new account nor did I sign any paperwork or agree to any new account being opened. They told me several times the calls are recorded and someone should be able to pull the phone coversations from these dates and review and here that I was not being listened to or understood and did not at any point ask for this or was not asked by them for permission for this. I now have a late bill and I am honestly scared to call them again to attempt to pay them.

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