Consumer complaint received 2026-01-01 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: FL

Complaint narrative:
bXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX\nPhone: XXXX\nEmail: XXXX XXXX XXXX\n\nConsumer Financial Protection Bureau\nXXXX XXXX XXXX XXXX XXXX\n\nRe: Complaint Against Citibank, N.A.  Credit Card Account Closures and Forfeiture of Earned Rewards\n\nDear Sir or Madam,\n\nI am submitting this letter as a formal complaint against Citibank, N.A. regarding the closure of my credit card accounts and the confiscation of a substantial balance of XXXX  Points, despite full repayment and repeated documented good-faith attempts to resolve the matter.\n\nThe affected accounts are as follows:\n **Account No. XXXX XXXX XXXX XXXX**\n **Account No. XXXX XXXX XXXX XXXX**\n\nI have been a Citibank customer for many years and maintained an otherwise flawless payment history prior to this incident. The account closures resulted from three missed payments that were caused by ACH payment reversals initiated by my bank, XXXX, without my knowledge or authorization. Citibank had been authorized as a payee from my XXXX account; nevertheless, XXXX reversed multiple payments.\n\nThese issues arose from XXXX  fraud-protection controls. Even with Citibank explicitly listed as an allowed payee, the payments were still reversed. I have since **disabled XXXX fraud-protection settings** to ensure that this issue will not recur. I repeatedly explained both the cause of the reversals and the corrective steps taken to Citibank, yet Citibank refused to reinstate my accounts or restore the rewards that had been earned.\n\nOn XXXX XXXX  while both accounts were still open, I contacted Citibank and made payments over the phone. The payment associated with **Account No. XXXX XXXX XXXX XXXX** was **successfully processed and not reversed**. By contrast, the payment associated with **Account No. XXXX XXXX XXXX XXXX** was later reversed by XXXX.\n\n Only **one account experienced a reversed payment**, yet **Citibank closed both accounts**. As a result, Citibank confiscated the **entire XXXX Points balance across both accounts**.\n\nWith respect to the account ending in XXXX, on XXXX XXXX  I made a payment over the phone in the amount of XXXX and was informed by a Citibank representative that the payment had been successfully processed. Approximately XXXX  weeks later, I received written notice that the account had been closed for non-payment. I later learned that XXXX  had reversed that payment, the same issue that had occurred previously in XXXX.\n\nAt no point did I refuse to pay or neglect my obligations. To the contrary, I made repeated, documented, good-faith attempts to pay all balances in full. On XXXX XXXX, when I learned that the XXXX XXXX  payment for account XXXX  had been reversed, I immediately paid XXXX  in full. Additionally, on XXXX XXXX I paid XXXX in accrued interest resulting from the failed XXXX XXXX payment.\n\nImportantly, in the course of resolving these balances, I paid **in excess of XXXX in assessed late fees and interest charges**. I am **not disputing or contesting those fees** and accepted them as part of bringing the accounts current. My concern is not the imposition of fees, but the permanent closure of both accounts and the confiscation of earned rewards despite full repayment.\n\nDespite full repayment, Citibank:\n permanently closed **both** credit card accounts,\n refused to reinstate the accounts upon request, and\n forfeited more than **XXXX XXXX XXXX  Points** that I had legitimately earned over years of card usage, including points earned on an account for which payment had successfully processed.\n\nThese rewards were accrued through substantial transaction volume on Citibank cards, transactions from which Citibank earned interchange and other fee revenue. I intentionally routed this spending through Citibank products rather than alternative cards offering straightforward cash-back rewards (including cards earning approximately 2% cash back), in reliance on Citibanks rewards program and the reasonable expectation that earned points would not be confiscated absent misconduct or nonpayment.\n\nThe forfeiture of such a significant rewards balance under these circumstances is disproportionate and, in my view, inconsistent with fair consumer-banking practices, particularly where the payment failures originated from XXXX-party ACH reversals that affected only one account and have since been addressed and resolved.\n\nIn addition, these account closures have negatively impacted my credit profile, causing tangible and ongoing harm despite my history of responsible use and full repayment.\n\nI respectfully request that the CFPB review Citibanks actions in this matter and assist in obtaining a fair resolution, including:\n reinstatement of the closed credit card accounts,\n restoration of all forfeited XXXX  Points, and\n correction of any adverse credit reporting associated with these closures.\n\nI have attached documentation supporting the ACH reversals, payment attempts, transaction history, and full repayment.\n\nThank you for your time and attention to this matter.\n\nSincerely,\n\nXXXX 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