Consumer complaint received 2016-09-26
Company: CITIBANK, N.A.
State: WA
Product: Bank account or service
Sub-product: (CD) Certificate of deposit
Issue: Account opening, closing, or management

Complaint:
I opened a secured credit card account at Citibank. I requested information on the steps to close the account and how my despot would be returned should a choose to do this. Instead of responding my account was closed. I still can not receive any information on when a check will be issues and they currently list account closed at my request. They are now claiming 5 weeks after waiting 3 weeks. This is fraud and a breech of the terms of our agreement. Furthermore they are refusing to pay interest and I feel they owe me late fees now. 

Message From : XXXX Subject : Secured Credit Line Date : XXXX XXXX, 2016 XXXX XXXX So even though I only asked for info on how to close the account ... you have gone ahead and just done it with no info ... and then claim it is at my request because obviously you can not read. And even worse ... I still have no information about getting my deposit back ... either wire the money today or re-open the account. I will be filing a complaint with the FTC. Your correspondence system is a symbol of incompetence. What a joke. I demand a call an apology today XXXX with a full explanation of this travesty of customer service. 

From : me***********************om Subject : Secured Credit Line Date : XXXX XXXX, 2016 XXXX XXXX Dear Customer, We regret your decision to cancel your account. However, we do understand that certain choices have to be made in order to maintain a positive financial portfolio. 

We have closed your account at your request. If you would like to consider reopening your account, please contact Customer Service. Our Customer Service number is XXXX. If you are outside the XXXX, you may call us by dialing the operator from a land line telephone and requesting to place a collect call to the United States at XXXX. Our telecommunication number for our hearing impaired customers is XXXX. 

We sincerely thank you for your past business and we hope to continue doing business with you in the future. 
From : XXXX Subject : Secured Credit Line Date : XXXX XXXX, 2016 XXXX XXXX XXXX, Thanks for the response. I guess the question I have now asked multiple times is this ... HOW DO I CLOSE MY ACCOUNT THEN!!! If I am not valuable enough to consider for a regular line of credit instead of a secured line, why should I stay with Citibank? I have unsecured offers from other banks. How do I go about closing the account and getting my deposit back? If my payment history thus far doesnt give me any status with you as a card provider ... why should I stay. Basically I am paying a fee to borrow my own money still. 

From : me***********************om Subject : Secured Credit Line Date : XXXX XXXX, 2016 XXXX XXXX Dear XXXX XXXX XXXX XXXX We appreciate the time you took to let us know that we did not meet your expectations. For this we sincerely apologize as your business is very important to us. 

Unfortunately, since your account is a Secured Credit card, we are unable to process a credit line increase or raise the limit set on your account. The credit line for your account is based on the amount of money you provided for the Certificate of Deposit when the account was opened and therefore can not be changed. 

Please know that we will continue to improve our service to you and we hope that you will continue to make Citi your choice for quality and value. 

If we can be of further assistance, please let us know. 

Sincerely XXXX XXXX Account Specialist Tennessee From : XXXX Subject : Secured Credit Line Date : XXXX XXXX, 2016 XXXX XXXX Your response is almost insulting ... Did anyone even bother to read my ask ... instead I get a robot response that doesnt answer my question?!? Please send me instructions on how to close my account. I wish to deal with a human not a ro

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