Consumer complaint received 2025-06-26 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: NV

Complaint narrative:
I wanted to make a payment to my Citi Aadvantage Credit card. When I logged in into my Citi online portal, I was not able to see my checking account to make a payment.

I called Citi Aadvantage to see why my checking account was not appearing, and they transferred my to technical and technical promised that in a few hours, this will re appear. 
Well, it did not. I called again and explain the same thing and this is why the Citi Aadvantage person told me that if I want to make a payment, while this issue is being resolved, I can do it online with him. This is what we did. I made a payment on XX/XX/XXXX of {$5000.00} and he equally said, if I make another XXXX payments, now that he linked my account number to the credit card, then my checking account will reappear online. 
We did that. He initiated the {$5000.00}. 
The next day, XX/XX/XXXX, I made XXXX payments of {$250.00} and another of {$150.00} and then I could not do a third one. So on XX/XX/XXXX, I did the third payment of {$100.00}. 
After a day or XXXX, I received an alert that a {$5000.00} credit was applied to my checking account. I logged in, and at this time, I was able to see my checking account online, and was wondering why this payment I did with the Citi agent on the phone, was returned. But nevertheless, I initiated a payment of {$5000.00} to my credit card. 
I also received alerts on those XXXX small payments I did and they were credited to my checking account. I had no idea why this happened. 
Next thing I know, my wife on vacation in XXXXXXXX XXXX, called me to say that her Advantage card was declined, several time. I called Aadvantage, and they told me that my account has been closed. When I asked why the account was closed, I was told that in 10 days or so, I should receive a response by regular mail. 
To me this is absurd that in this time and age, I still need to wait for regular mail. I thought Citi has secure emails. But it is not the case. 
When I received the mail, Aadvantage reason for closing my account is because my account history showed XXXX or more returned payments. I guess it is these XXXX mentioned above. 
I called and explained to them the issue and they said they will put a request to reopen it and I shoudl wait another 10 days for the response. After 10 days, they are unable to reopen my account and stated the same reasons. 
I called again and spoke to a supervisor, and she saw reason with me and said that she wondered why, if they are coming from my checking account. She promised to discuss with her superior and it 4 days she believe everything will be okay. 
After 7 days, I called again and the same story. This time I was told to send a FAX, since this is faster, and ask Aadvantage, from what account number did they receive these payments for them to return back to me. 
On XX/XX/XXXX, I sent a Fax and I am still waiting for the response. So on XX/XX/XXXX, I called again and explained all over the whole story, and this time this rude person, said don't waste your time, your account is closed. 
I spent close to XXXX hours in telephone calls and no response. 
I have been a member of Aadvantage since XXXX ( XXXX  years ), and the least I deserve is an explanation. 
I made very effort to make a payment to my credit card, and for some reason, and I still do not know where the error is from, as a reward, I get my account closed. 
Can you assist in getting my account open? If need be, I will pursue this legally with Citi.

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