Consumer complaint received 2022-09-01
Company: CITIBANK, N.A.
State: CA
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:
THIS COMPLAINT IS AGAINST XXXX, an XXXX XXXX CITI BANK 'S XXXX XXXX. THIS COMPLAINT HAS ALSO BEEN FORWARDED TO THE CA ATTORNEY GENERAL 'S OFFICE. THIS IS NOT A DUPLICATE COMPLAINT. THIS COMPLAINT SHOULD NOT GO TO XXXX. I REPEAT, THIS COMPLAINT SHOULD NOT GO TO XXXX. THIS COMPLAINT IS AGAINST XXXX, AN XXXX AT CITI 'S XXXX XXXX WHO HAS REPEATEDLY ABUSED HER POWER CLOSED ALL MY CREDIT CARDS IN ORDER TO FEED HER EGO. THIS IS NOT A DUPLICATE COMPLAINT. I HAVE ATTEMPTED TO SPEAK TO HER MANAGER BUT SHE REFUSED TO LET ME SPEAK TO HER MANAGER BECAUSE SHE DOES NOT WANT TO LOSE HER JOB. THIS IS NOT A DUPLICATE COMPLAINT. THIS COMPLAINT SHOULD REACH SOMEONE HIGHER UP THAN XXXX. I REPEAT, THIS COMPLAINT SHOULD REACH SOMEONE HIGHER UP THAN XXXX. 

Citi Bank closed all my credit credit cards for apparently using " profane language '' with their phone operators. One of their branches called me and told me my SSN DL are all invalid and fake, so I would need to visit the Bank branch. I felt it was a scam call because I had my checking account with them for months and all of a sudden this kind of a call, it was very suspicious, I was having a few issues with their credit card dispute department. I wrote a few complaints to the CFPB separately for all the issues. 

XXXX, the name is XXXX, The XXXX XXXX XXXX from CitiBank whose name is XXXX called me and said I am lodging too many complaints via CFPB and asked me to not lodge any further complaints because all my complaints were going to her desk. She showed frustration over the phone for her workload. I asked to speak to her manager, but she did not let me. She said she has a manager above her but I can not speak to her manager. XXXX eventually closed out all the three CFPB complaints without addressing the concern. 

I again lodged a new complaint via CFPB and XXXX went ahead and CLOSED the complaint without addressing the concerns but instead warning me to stop using abusive language to their phone operators and branch operators. 

I again lodged a complaint via CFPB telling them that since the last time I spoke with XXXX at Citi 's exec office I did not even call their customer service number not even once, the last time I visited a Citi Branch was over 6 months ago so how is it possible all of a sudden I used profanity to their customer service operators. 

This morning I noticed all my Citi credit cards stopped working, I called CitiBank they said XXXX closed all my credit cards. I lodged another complaint with CFPB telling them all my credit cards had been unfairly closed, XXXX got that CFPB complaint closed marking it as duplicate. 

I called Citi 's XXXX office and spoke with XXXX, I again asked for her manager and she said she is the highest point of contact. She said I was lodging too many complaints via CFPB so it was too much for her to handle so she closed all my credit cards. She indicated this same frustration over the phone two weeks ago. When she realized that what she was saying was lawfully wrong and unjust, she said I closed your cards because you used profane language with our phone operators. I told her that since the last time I spoke with you 2-3 weeks ago I did not even call your customer service number, not even once, I have not visited any of your Citi branches for about 7 months now, so how's it possible all of a sudden I used profanity to your customer service operator. XXXX said I do not like the way you talk to me so I closed all your credit cards. XXXX then hung up the call on me. 

XXXX and Citi 's XXXX XXXX department informed me that no matter which government platform I use to escalate this, all my complaints would eventually reach XXXX ( Analyst at Citi XXXX XXXX ) and there is no way to get past her. All of my complaints against CitiBank via CFPB have gone to the desk of XXXX by default and CFPB has made it clear that they can not do anything about it. THIS COMPLAINT SHOULD REACH SOMEONE HIGHER UP THAN XXXX.

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