Consumer complaint received 2021-07-06
Company: CITIBANK, N.A.
State: CT
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 have had my Citi XXXX  credit card since XX/XX/XXXX ( over 8 years ) with a credit limit of {$18000.00}. I have excellent credit scores and have been a loyal customer of Citibank with on time payments for both this credit card and the other Citibank credit card, Citi XXXX  XXXX  ( since XX/XX/XXXX, over 10 years, with {$13000.00} credit limit ). 

On XX/XX/XXXX, without any prior notice or alert, Citibank decided to close my XXXX  credit card due to inactivity. I double-checked my correspondences with the bank to ensure I did not miss anythingI received an e-notification on XX/XX/XXXX, the same day they closed my account. 

Upon finding this out, I immediately called Citibank at XXXX XXXX EST and the first call was ( conveniently ) dropped after I voiced my complaint to the call representative. I called back immediately at XXXX XXXX EST and the representative, XXXX XXXX, on the second call was not helpful. He stated that I would not be able to reinstate my credit card and that I need to apply for a new card. Upon pleading my case with him, he said that they may be able to reinstate my closed XXXX  credit card if they can run my credit with a hard inquiry. I refused because I am in the market for a new home and must be careful with hard inquiries in order to apply for a mortgage. 

I told XXXX XXXX that I would like to escalate my customer complaint to a supervisor, to which he replied he cant help you either, theres nothing he can do. I then told him that I would like to formally lodge a customer complaint and asked to be transferred to the complaints department. To my surprise, he said that he would be the one logging the complaint but he did not ask me what or how I would like to log it. In a matter of seconds, he asked if there was anything else he can help me with, to which I replied in shock, did you log the complaint? He stated yes but without providing any confirmation number of such complaint. I requested the confirmation number but he stated that there is not one to provide. I told him that I would be logging this complaint with all of Citibanks financial regulators. 

I believe that Citibanks closing of my XXXX  credit card falls squarely under UDAAP regulations of Dodd-Frank and that as a customer, I am harmed by their decision. First, I was NOT provided any notice that the bank was looking to close my account even though I have been using the XXXX XXXX card monthly. As such, I am a regular customer with regular and frequent charges and activities. Thus, inactivity should not have applied to my accounts. This is the classic definition of unfair, deceptive, and abusive acts or practices by those who offer financial products or services to consumers. 

Second, as a US Navy reservist and veteran who XXXX on XXXX XXXX to the XXXX XXXX last year up until XXXX of this year, and applied for ( and approved by Citibank ) under SCRA, Citibank did not take any time to consider that I was NOT in the country for over a year to use my credit cards the way I normally would. My family and I sacrificed for our beloved country for nearly a decade and the day after XX/XX/XXXX XXXX XXXX, Citibank thanked us by closing a good standing account just because they can. 

Third, as a result of COVID-19, hardworking American families like mine have been tightening our belts and not spend on credit to cautiously and safely navigate through these uncertainty times. For XXXX sake, our government has provided 3 rounds of stimulus to American families and Citibank expects us to max out our credit? Do they have a heart? 

Fourth, by closing a credit card with a limit of {$18000.00}, Citibank has single-handedly decreased my collective credit limit by 20-25 % and closed an account with 8 years of GREAT credit history. This has undoubtedly, painfully, and unfairly prevented us from continuing to shop for a new home for our expanding family. It is a great harm that I hope can be addressed. 

Fifth, the Citibank complaints management system is poor with deceptive call center personnel. I wonder how many hardworking veterans and Americans they quickly dismissed today, regardless of the pain, loyalty and dreams that went with every call. 

I respectfully request that Citibank reinstate my Citi XXXX  to active status with the same credit limit, credit age, and good standing that I have earned for more than a decade.

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