Consumer complaint received 2022-04-13
Company: CITIBANK, N.A.
State: TX
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:
Due to identity theft and the unauthorized access to my checking account through XXXX XXXX, XXXX XXXX performed a security closure on my account, and opened a new account crediting me for the unauthorized transactions. The identity theft occurred after my scheduled payment to Citi, but prior to Citi presenting the payment request to XXXX. As a result my payment to CITI was returned, as it was processed under the account which had been securely closed to protect my identity. 
Immediately after learning of this returned payment I proceeded to make a replacement payment to CITI, however shortly after the initial payment being returned due to identity theft CITI proceeded to close my account without notice. 
When I called CITI requesting an explanation initially they were unable to provide an explanation, and only stated I should receive a letter shortly. 

On XX/XX/XXXX XXXX sent me a letter stating : XXXX XXXX XXXX XXXX was unable to process the payment. Contact them right away so a replacement payment can be made. 
Once you speak with XXXX XXXX XXXX XXXX, quickly and easily make a replacement payment in the Citi Mobile App or Citi Online. The payment will be credited same-day. 
Please contact XXXX XXXX XXXX XXXX directly for any further questions or clarifications about this returned payment. 

On XX/XX/XXXX I was told by a CITI representative that once the account was brought current the account could be reactivated. Should it be required I can provide transcripts of every call made to CITI regarding this identity theft case and account closure. I made the payment and received confirmation of the replacement payment being made. I also offered to sent CITI my identity theft affidavit as well the report made with the XXXX XXXX Police dept reporting the identity theft. However, multiple CITI representatives stated that would not be necessary and in fact refused my request to send it in. 

On XX/XX/XXXX I received the following notice : Hi, XXXX. As requested, we've closed your Costco Anywhere Visa account. Please be aware that you are responsible for your balance and will continue to receive monthly billing statements until it is paid in full. If there is a credit balance, we'll send you a refund within 90 days. 

I never requested my account be closed, and it was closed prior to XX/XX/XXXX contrary to what this letter states. 

My account closure by CITI due to my documented Identity theft are a clear violation of multiple consumer protection statutes, as well as a major violation of XXXX. Further violations are made by CITI stating the account would re-opened, being unable to provide a reason for my account closure initially, stating my account was closed because I requested it, which I did not, and refusal to reopen the account despite it having fraudulent transactions on it as well. 

My Citi account also has several active billing disputes, which prevent the account from being closed while being investigated.

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