Consumer complaint received 2025-02-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
I have had this credit card account with Citibank XXXX. On XX/XX/XXXX my son who is a signer on the account tried to make a purchase and the card was denied. I saw on my Citibank app that my account was closed. I called Citibank and they told me the account was closed by them and that they would not tell me why. They said they would send me a letter by mail in 7-10 days. I never received a letter. I never received notice the account would be closed either. I pay promptly and I have had the card since XXXX. 

I did start searching my email to see if I had any notice the account would be closed. I had no notice, but I did have an email from Citibank that a recent payment I sent was rejected. I had intended to pay a recent extra payment ( not regular payment ) from my Citibank checking account. Their app always defaults the pay from account to an external account that I have with XXXX. I did not set it up to default to that account. It should default to my checking so I have to manually change it every time. We had intermittent internet the day I set up the payment because we are XXXX XXXX XXXX and had high winds and fires. While I am sure I changed the default account, it may not have stuck due tot he internet issues. The payment ended up trying to pull from XXXX, not my checking and rejected. The notice was sent by email and went to my spam. I do not know if this is the reason why they closed my account. They did not try to contact me any other way. I have always paid timely and had that account over 30 years. It was clearly out of character and they should have contacted me some other way not closed my account. 

I called back as soon as I realized the error, asked them to redraw the payment from my checking and explained what happened. I also asked them to reinstantiate my account. They denied and this time did send me an email indicating they denied my reinstatement. 

This has caused me a lot of issues with accounts that auto bill to that credit card and my kids who are away at college do not have the card to use for food, supplies and dr. Apts. My son was very sick at school and needed to see a doctor who was kind enough to take another credit card of ours by phone so he could be seen. All in all a terrible experience from a bank I have been a client of for over 30 years. They took my points as well and did not credit my account. 

I am attaching a screenshot of all notices from my credit card. Not one is after XX/XX/XXXX and related to this issue. I have not received a letter by mail either. 

I also attached the email I received on XX/XX/XXXX indicating that I needed to send a replacement payment due tot he XXXX  payment rejecting. Again, never saw this notice, received no phone call and they gave me less than 24 hours to resolve before closing my account.

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