Consumer complaint received 2016-08-20 00:00:00
Product: Credit card — 
Issue: Arbitration — 
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
Dear Sir or Madam, I was informed that my accounts were closed after fraud investigation. No representative was able to tell me why, only few vague suggestions. It shocked and frustrated me the way your fraud department handled this issue and just closed both of my accounts without explanations or without even contacting me for supporting documents regarding disputes that were previously resolved in my favor ( see letter attached ) I contacted fraud department and they advised me to contact the office of the President because they could n't resolve this issue and they were n't even sure why my accounts were closed. I was with you for almost 4 years now, never missed any payments, made Citi cards my primary cards for all payments including for those abroad. I established good credit and was continuously on the way to increase my credit score, until you just shut down both accounts with balances on them, ruining my credit! 

After reviewing all my charges I do n't see any fraudulent transactions nor I was informed about attempted fraudulent charges. Representative and then supervisor from Fraud Department told me that they never saw anything like this and could n't tell me why both accounts were closed. Recently I was traveling a lot to XXXX, XXXX, XXXX and XXXX, plus I made some hotel reservations in XXXX and XXXX, but these are all my transactions and I am responsible for them, no fraud was ever reported. 

I had few disputes recently due to a fact that my friends were unable to get XXXX and therefore unable to travel on XXXX XXXX flights that were purchased using Citi dividend card. I disputed those charges and indicated the fact that visa was denied and people are n't able to even enter the country and unable to board the plane, which is proven with the letter from American embassy in XXXX ( see attached ) this was a reason for my dispute, it 's supported with the document and properly indicated, These disputes were resolved in my favor ( please see letter attached ). I disputed these transactions because XXXX XXXX were unwilling to help. XXXX XXXX returned money upon request immediately in this situation ( see letter attached ) I did everything correctly and legally, indicated true reason for a Dispute and now supporting it with the document. I sincerely ca n't believe that Citi can close the account based on dispute between client and the merchant. If there was no legal basis for me to win that dispute then I would have to be informed about it in writing or asked for additional documents, so that you could adjudicate properly, but non of it was done. There was no dialogue between Citi and me. You just shut down my cards disrespectfully and carelessly damaging by credit for no wrong doing from my part. Problems happen, disputes happen. Sometimes merchants are correct, sometimes clients are correct, but I 've never seen a situation when the bank can give up on the client without any explanations because of the dispute between merchant and and client! Again, if you needed additional info then it could be requested, but why close account and damage credit for someone who was with you for 4 years? 

I suspect that my accounts were closed due to an error. This could potentially cause damage and long term consequences to my credit report by closing cards with outstanding balances on them without even informing me. I was a loyal customer for almost 4 years now and sincerely I did n't except that Citi would EVER handle issues in such way. At the end it 's just a dispute between airlines and the passenger! 

Please reopen my account as soon as possible and provide compensation for damage and inconvenience that was caused including negative information that was probably reflected on my credit report. If account will remain closed please explain specifically why it was closed.

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