Consumer complaint received 2026-02-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CITIBANK, N.A.
State: PA

Complaint narrative:
I am filing this complaint regarding serious and ongoing platform defects affecting my Citibank credit card account and XXXX refusal to investigate or address these issues. 

I initially opened a case with Citibank regarding a problem involving XXXX XXXX. During follow-up communication, I advised Citibank that there were additional system issues affecting my online account functionality and that I wanted to speak with someone to address them. I requested that the representative identify themselves and asked for a phone call to properly discuss the broader system concerns. 

Instead, I received a written response dated XX/XX/year>, from the XXXX XXXX XXXX XXXX stating that Citibank considers the issue resolved and would no longer respond to inquiries regarding the matter. I was directed back to general customer service and technical support. 

On XX/XX/year>, I experienced a complete loss of transaction visibility within XXXX online banking system. I had XXXX posted transactions totaling {$6400.00} from XX/XX/year> through XX/XX/year>. During my session, those transactions were entirely absent from all account views. 

Specifically : The Transactions page displayed only {$210.00} in pending purchases. 
The system message stated You have no transactions for XX/XX/year>. 
The Spend Summary page ( XXXX XXXX filter ) indicated there were no transactions for the selected period. 
I was unable to view or search my posted activity for the entire month of XX/XX/year>. 

This was not a filter selection error. The activity was missing across multiple system modules. 

I subsequently downloaded the transaction history directly from XXXX system, which confirms XXXX posted transactions totaling {$6400.00} during the period that the online platform inaccurately reflected as having no activity. 

At the time, I was attempting to verify whether I had been charged inappropriately for a transaction. Because the system showed no transactions, I had XXXX visibility into my posted financial activity and no ability to confirm whether unauthorized charges existed. 

Citibank acknowledged in its XX/XX/year> correspondence that I have been reporting system concerns for at least XXXX months, yet no resolution has been provided. Instead, Citibank declared the matter resolved and refused further engagement. 

Citibank has not : Explained the cause of the XX/XX/year> transaction visibility failure Confirmed whether the underlying account ledger and balance calculations were accurate during the incident Confirmed whether statement reporting was impacted Provided assurance that similar failures will not recur XXXX disappearance of a full month of posted transactions in a regulated financial account represents a serious transparency and data integrity concern. Consumers must be able to reliably access their transaction history to monitor for fraud and manage their financial obligations. 

I am attaching screenshots and XXXX XX/XX/year> correspondence.

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