Consumer complaint received 2022-06-16
Company: CITIBANK, N.A.
State: HI
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'm writing you today to share my recent experiences with Citi. 

In XX/XX/2022, my credit card was declined. I immediately contacted Citi and was told I was over my limit. I offered a {$100.00} payment to give myself some time to investigate. Later that day, I called again to confirm if they had received the check I mailed well over a week prior. The teller confirmed CIti had not received my check. I then explained I already contacted my bank to request a stop payment on the check and I would make payment in full over the phone with her now. She confirmed payment information and the amount. 

I attempted to use my credit card at XXXX XXXX in XXXX and it was declined. I called Citi again and I was then told my account was closed. Surprisingly, they could not tell my why the account was arbitrarily closed and details were sent in a letter. I received the letter early XXXX which offered very little detail other than, at their discretion, reduced my payment from {$3100.00} to {$1100.00}. Roughly one-third of what I agreed to pay a month earlier on my second call to Citi. 

I called again on XX/XX/2022. The representative explained Citi attempted to cash my check. Of course it was returned insufficient since I had requested a stop payment with my bank. A course of action I had explained I would take since Citi claimed to not received. The rep further explained the robot that cashes the check and the tellers do not talk to each other. Since this is internal jargon and procedures, I asked for further clarification and she was unable to provide more information. Also, the payment of {$100.00} did not go through because they used an account on file that I have not used for some time and yet this was after the teller confirmed which account to use. 

I called yet again, and spoke with XXXX, who claimed to be a manager. In an effort to reopen the account, I explained all that had occured. XXXX offered to email these details to the appropriate parties. Several weeks passed and still no response, no follow up call. 

I called at the end of XXXX and was transferred to a different department to find out my request was denied and there was nothing that could be done. I then spoke to XXXX on XX/XX/2022, to see if there was anything else I could do and he told me to try and apply online for a new account. I did and I was declined. 

Since Citi closed this account, my credit score has dropped dramatically. I applied for another card and was denied due to the recent closure of the Citi account. I've been a customer with Citi for over 10 years and have always paid on time and in full. 

Citi had my payment and simply closing the account due to their error is unacceptable. Especially when you consider the exemplary 10 years I had with them. It's one thing if they're unable to communicate internally, however, it's another when they are unwilling to assist me or return my calls when promised. 

Their inaction, lack of follow up and follow through, inability to communicate internally and with me, and inexplicably not cashing a check I sent in good faith and in full, contributed to the closing of my account and now I suffer through the injury of a precipitous drop in my XXXX score. 

I seek advice to resolve this matter and I look forward to hearing from you soon.

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