Consumer complaint received 2019-03-11
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: CITIBANK, N.A.

Complaint:
I had an issue Dispute Resolution with Citibank so i phoned there dispute resolution department Saturday XXXX. The call went on for nearly four hours ( being transferred to three different representatives ) .The second rep XXXX was quite disrespectful and spoke over me most of the call so I asked to speak with her manager. I was transferred to XXXX, who was likewise not very professional. XXXX was rude and condescending to me on the phone and said that the Dispute was closed two months ago, despite getting my first request for  information by post XX/XX/XXXX. He told me this request was automated sand that they had decided my case in XX/XX/XXXX without any information or request for information. I said I was shocked and disappointed in Citi. He then told me I was just upset because I didnt get what I wanted. I said as a customer of 20 years I expect a legitimate investigation of the billing dispute and requests for information. He made a few more snide remarks so I said I would need to consider whether or not I wanted to continue being a Citi customer. He then asked are you confirming you want to cancel your card. I said no and then finished the call. When I woke up this morning, Citi had  cancelled my card without my authorization. 

I phoned in immediately and spoke with XXXX in customer service for almost an hour. I explained what had happened and he said that should never have happened and apologized profusely. He then said they would need to pull my credit report and reapply for a new card. I told him that I did not want my credit to be pulled as I have an XXXX credit score and did not want to get it tarnished because a Citi agent made a fraudulent cancellation of my card without authorization. 

XXXX again apologized and said he would refer it to the Office of the President. I heard back from XXXX XXXX from the office of the president a short while ago and he said he would look into it. He initially stated that because I stated I was considering terminating my account and then got off the phone that they had the right to cancel my card. I told him that that is not true, that I never gave authorization and also relayed that I had recently cancelled my XXXX XXXX  with Citi and had to go through a multi step verification process to cancel. He said they dont need to verify via this identification process and that the agent has the right to terminate my card based on my saying I was thinking about cancelling and terminating the call ( even though I said I didnt want to cancel it before I terminated the call ). I told XXXX this was not correct and that I would be filing a complaint with the CFPB. He then stated he was going to review the tape. He disappeared for a couple minutes and returned to the phone to which he said the tape was lost or was not recorded, but not to worry because I no longer needed to contact the CFPB because he was investigating. I replied that I would be filing a report for just this reason, Citi are acting in a dishonest manner and need a real investigation. 

I am writing in hopes of getting my card reinstated. I have another complaint with the CFPB that I filed yesterday in regards to their Dispute Resolution process. I believe that because of my initial complaint to Citi on Saturday night that led to them spitefully cancelling my card. This sort of retaliatory business practice should not be tolerated.

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