Consumer complaint received 2026-01-08 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:
1 ) Nature of Dispute I dispute Citibanks claim that I voluntarily closed my credit card account via XXXX on XX/XX/XXXX. I did not intend to close the underlying account. My intent was to address card-level security ( i.e., cancel/replace a specific card so charges would stop ), not to permanently terminate the entire account relationship. 

Citibanks response letter asserts : Our records reflect you closed the account via XXXX on XX/XX/XXXX and that an email confirming this action was sent ; and Citi can not reopen the account because at least one of your payments was returned unpaid by my financial institution. 

I am requesting CFPB assistance because Citi is relying on internal records without providing competent verification, while refusing to correct the outcome ( closure ) that I did not authorize and that is causing me harm. 

2 ) Citis Assertions Are Unsupported Without Verifiable Evidence Citis letter is conclusory. If Citi is asserting I closed the account via XXXX, Citi should be required to produce objective evidence showing who authorized closure and how that authorization was authenticated. 

I request Citi be required to provide : XXXX evidence : the XXXX call recording ( or complete transcript ), call logs, date/time stamp, originating phone number ( masked if needed ), session ID, and any authentication method used ( PIN, passcode, knowledge-based questions, etc. ). 

Email evidence : the alleged confirmation email with full headers/metadata showing date/time sent, destination address, and delivery status ( not merely a PDF printout ). If Citi claims I received it, I request proof of deliverynot just proof it was generated. 

Account notes : complete internal account servicing notes from XX/XX/XXXX through XX/XX/XXXX, including any reason codes, remarks, and decisioning notes for closure and refusal to reopen. 

Absent this evidence, Citis claim that I closed the account is disputed and should not be treated as established fact.

3 ) Returned Payment Claim Is Also Disputed and Must Be Proven Citi states it was unable to reopen the account because at least one of your payments was returned unpaid by your financial institution. I dispute this assertion as stated and request proof.

I request Citi be required to provide : The specific payment ( s ) Citi claims were returned ( date, amount, payment channel, confirmation/reference numbers ) ; The return reason code ( e.g., XXXX or equivalent bank return coding ), and which institution returned it ; and A complete payment ledger and reversal ledger for XX/XX/XXXX to present, including any returned payment indicators. 

If Citi is relying on an old payment issue that was previously addressed, it is unreasonable for Citi to treat it as a permanent bar to reopening without providing documentation and without offering a fair, transparent path to remediation.

4 ) Citis Reevaluation Demand Is Vague and Potentially Unreasonable Citis letter states that to reevaluate reopening, Citi would again need to obtain updated financial information as well as review a copy of your credit bureau report. This is vague, discretionary, and not tied to any clear standardespecially when the foundational facts ( authorization to close ; existence of returned payment ) are disputed.

If Citi is invoking an underwriting or risk rationale, Citi should be required to identify : The specific financial information requested ( what documents, what timeframe, and why ) ; The criteria Citi will apply ; The timeline for decision ; and How a consumer can appeal or correct erroneous internal records.

5 ) Harm and Consumer Impact Citis closure of my accountwithout my authorizationhas disrupted my ability to access and use a credit line I reasonably relied upon. Even if Citi claims no adverse information has been reported, account closure itself can negatively affect credit utilization and available credit. Citis letter attempts to disclaim responsibility for credit score
impacts, but Citis reporting and account management actions are still material inputs into credit files and consumer outcomes. 

I am a XXXX divorced woman, and I am concerned Citis handling reflects disregard for fair treatment and transparency with an older consumer. At minimum, I am entitled to clear documentation supporting Citis assertions and a fair correction process.

I also plan to submit this letter and my documentation to Attorney General XXXX XXXX, in the State of Florida, USA.

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