Consumer complaint received 2025-01-22 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've reached out to Citi Bank Executive Unit for Credit Cards regarding the sudden closure of my account. I spoke to its intake unit on XX/XX/year>. I spoke to a person that briefly took a quick version of my concerns and then after explained to me that someone will reach out to me to go into details and if I needed to provide proof or give my take directly that I would have the opportunity when they assigned the case and the person reaches out. 

Unfortunately none of that has taken place. They told me that someone would get back to me within 24-72 hours. After that time elapsed and I received no follow up I contacted the unit on XX/XX/year> explained to the intake area that I never received a call or email regarding my matter. After waiting a few more days of not receiving a follow up I reached back out to the same unit on XX/XX/year> They put me on hold and said they tried to reach to my analyst but she wasn't available. They said they left a message for her to follow up with me. 

After that call hung up within minutes I got an email that said my case has been resolved. At this point I'm livid because how can you resolve a case that I never ever spoke to my analyst to give my full side of the story or was given the opportunity to provide any evidence that supports my matters. I immediately called back and explained how the analyst wasn't available yet I just got a resolution letter from her. They put me on hold and the magically the analyst was available. 

The analyst name was XXXX. When she got on the phone her tone was extremely cold and she sounded annoyed. I tried to explain to her how can you come to a resolution regarding my matters without ever speaking to me directly or allowing me to give my take and provide evidence to support my matters. On top of that I've requested to speak to you several times and never did I receive any calls or emails from you. She began to talk in frustration and all she said was sorry. 

When I asked her how can you investigate my concern when you haven't even spoke to me to get my full concerns. She then became rude and condescending as I challenged her ability to investigate a matter without ever speaking to the customer whom made the initial claim and complaint. It was very clear in that call that my issues and concerns wasn't throughly investigated. It was also clear that Citi has 100 percent mistreated my account and that it feel 's very discriminatory. 

When I realized the call wasn't going anywhere and she was ignoring any question I was asking and she was being unprofessional and rude I asked can we escalate this matter to management since you refuse service my account properly. I also asked can I speak to her manager to file a complaint regarding the way I was treated on this call and she refused to put me in touch with management. I had to hang up and call back the intake unit to request for a manager and file a complaint. 

Since that has happened I still haven't received any correspondence or phone calls from a manager or supervisor from XXXX. Which is why I decided to file another CFPB complaint regarding the mistreatment and discriminatory practices of Citibank and my account. I strongly encourage Citibank Management to go back and listen to the call as I'm sure they wouldn't be happy how XXXX handled the matter

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 non-monetary relief