Consumer complaint received 2026-05-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — You never received your bill or did not know a payment was due
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
Subject : Consumer Complaint Regarding Citibank Credit Card, Account Access Failure, Lack of Billing Transparency, and Credit Reporting Risk Monday, XX/XX/year> To Whom It May Concern, I am submitting this complaint regarding Citibanks handling of the transition of my XXXX XXXX credit card account from XXXX to Citibank. Citibanks servicing failures have left me unable to access my account, review my statement, verify transactions, confirm whether my card or statement was properly delivered, or make an informed payment before my upcoming due date. I contacted Citibank on XX/XX/XXXX in attempt to gain access to their online portal for the first time since my account was switched from XXXX to Citibank. Upon connecting with a representative, I was informed that my payment was due in two days. If I had not called, I would not have known about the due date as a statement was not mailed to my home and I did not receive an electronic notification The representative was unable to provide access Citibanks online system and I still have not been provided with a timely alternative means of reviewing my statement or transaction history. I do not know whether the replacement card was lost in the mail, whether my statement was properly delivered, or whether there are any unauthorized or fraudulent charges on the account. When I contacted Citibank, I was told that the bank could accept a payment over the phone, but representatives would not provide the transaction information necessary for me to verify what I would be paying. I was also told that it would take approximately seven days to receive a statement, despite the fact that my payment deadline was imminent. This creates a serious consumer-protection concern. Citibank is effectively placing me in the position of either paying an unverified balance blindly or risking late fees, adverse credit reporting, and harm to my credit score because Citibank has failed to provide timely access to basic account information. I am particularly concerned that Citibank may assess late fees or report negative payment information to credit bureaus despite the fact that any payment delay would be caused by Citibanks own transition, account-access, and servicing failures. A consumer should not face financial penalty or credit harm because a bank can not provide timely access to statements, transaction information, or account-management tools. This issue also raises concerns about fraud prevention and consumer account security. Because I can not access my account or review recent transactions, I can not determine whether unauthorized charges have occurred. Citibank has not provided an adequate process for me to verify the balance before payment, nor has it provided meaningful support to resolve the access issue before the due date. The transition from XXXX to Citibank appears to have been poorly executed from a consumer-servicing standpoint. Customers should not be transferred into a system where they can not access their accounts, can not review statements, can not verify transactions, and may still be subject to late fees or credit consequences. This reflects a failure to manage a major account transition in a manner that protects consumers. I am requesting that regulators review Citibanks handling of this transition and its customer-servicing practices, including whether affected customers are being exposed to late fees, adverse credit reporting, fraud risk, or other harm due to lack of timely account access and billing transparency. I am also requesting that Citibank be required to confirm that no late fees, interest charges, or adverse credit reporting will result from its failure to provide timely access to my account information and statement. This matter is not simply an inconvenience. It is a basic failure of account servicing, billing transparency, and consumer protection during a credit card transition. A national banking institution should not expect consumers to make payments without access to the information necessary to verify the amount owed, while simultaneously exposing those consumers to potential fees and credit consequences. Sincerely, XXXX XXXX

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