Consumer complaint received 2022-06-16
Company: CITIBANK, N.A.
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
It took me 2 years to close my Citibank Platinum card ( last digits XXXX ). Every time a re-occurring charge came through the account would reopen. I thought the account was closed and kept up racking up late fees. In XX/XX/XXXX ( after great effort ) I was notified that the account was closed. 

In XX/XX/XXXX a re-occurring charge was made ( to card XXXX ) by XXXX for {$98.00}. Citibank opened a new charge card ( last digits XXXX ) and billed that card. I did not authorize this new charge card account to be opened. 

On XX/XX/XXXX and XX/XX/XXXX I called Citibank and they removed a {$99.00} membership fee and a {$40.00} late fee. I was told the balance was {$170.00} and I paid over the phone. This process took hours of effort and numerous calls were made and I mostly encountered employees from XXXX that did not speak English well or very poor phone connections. I was constantly transferred to junior employees that could not help me. Supervisors would not talk to me and instructed their employees to transfer me to billing. I also asked how the new charge card account was opened and was repeatedly told that I had been a customer since XXXX. Again, I thought my credit account was finally closed. 


On XX/XX/XXXX I received and email that I owed Citibank {$180.00}. I called and was given the same treatment as earlier. The new account had my daughter 's phone number and she thought the calls she received were from fraudster 's. 

I looked on XXXX under Citibank in my local area and saw the same type of complaints. 

Here is one of the complaints : ********************************************************** XXXX XXXX. 
XXXX XXXX, IL 9 friends 21 reviews 9 photos 1.0 star ratingXXXX DO NOT USE THIS COMPANY FOR CREDIT CARD! 

In XX/XX/XXXX, my wife and I transfer our account balance to another credit card at 0 % for 6 months and closed the high interest rate Citi Bank Credit card. 

In XX/XX/XXXX, an auto pull for {$59.00} was made on this account because they failed to close the account as per our instructions. We were not aware of the charge because we were under the belief the Citi Bank credit card was closed per our request. 

In XX/XX/XXXX, I received a collection call and was made aware of the charge because the account was not closed. I asked for a supervisor, and explained the count should have been closed in XX/XX/XXXX and there should never have been an auto pull of {$59.00}. I agreed to pay the {$59.00} without fees and interest because the charge was made for my service. However, I requested it to be mailed so I can confirm the amount owed. Also, was assured my account is closed per my request.My wife mailed the check in XXXX once we received it. 

XX/XX/XXXX, in the mix of dealing with the corona virus and it's affect on my business and family, I was contacted by Citi Bank saying I owe {$110.00}! I called and got another run around by supervisor XXXX and there " investigator '' of issues XXXX. XXXX said she'd lower it to {$79.00} if I paid for it and close my account. EXTORTION! 

I paid it to save my credit for the third time! 

I would 100 % suggest you do not use CITI BANK! 
******************************************************************************

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 monetary relief