Consumer complaint received 2026-01-08 00:00:00
Product: Credit card — Store credit card
Issue: Closing your account — Company closed your account
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
I am submitting this letter in support of my formal complaint against Citibank , N.A . regarding the closure of my long-standing credit card accounts following documented identity theft. 

I have been a Citibank customer for over XXXX years. Both my Sears and Home Depot credit card accounts were opened in XXXX and maintained in good standing with flawless payment histories. Beginning in XX/XX/XXXX, I became the XXXX of identity theft after my Social Security number and drivers license were compromised. Criminals exploited systemic in-store verification flaws at Home Depot locations to fraudulently access my Home Depot credit card account using false identification. 

I took immediate and repeated steps to stop the fraud, including notifying Citibank, freezing the account, filing a police report, submitting an FTC Identity Theft Report, and warning Home Depot store managers. Citibank ultimately acknowledged the fraud and credited the unauthorized charges. 

Despite this, Citibank subsequently closed both my Home Depot credit card account and my Sears credit card account. The Sears account never experienced any fraudulent activity and had been maintained in good standing for over XXXX years.There was no reason to link the XXXX accounts. They were unrelated. 

Citibanks communications regarding these closures were sent exclusively by email. I contested this decision in writing via certify mail and an email, asking for clarification on the account closures. I was not aware that Citibank had issued decisions on XX/XX/XXXX, and XX/XX/XXXX, because those emails were filtered into my spam folder. Nothing was mailed to my residence, despite my address being confirmed during earlier phone calls while checking the status on the accounts. I was not made aware of Citibanks denial until XX/XX/XXXX, when the XXXX of Citibanks Executive Response Unit returned my call and contacted me by phone. He resent the prior correspondence via email and attached documentation during that call in which I complained about their poor communication with a long time customer. 

Upon reviewing those materials for the first time, I discovered that Citibanks written response addressed only the Home Depot account and failed entirely to address or provide any explanation for the closure of my Sears account. I responded in writing on XX/XX/XXXX, requesting clarification regarding the Sears account. To date, I have received no response from Citibank. 

Enclosed with this complaint are copies of Citibanks email correspondence, including the attachments provided by Citibank, as well as supporting documentation such as my police report and FTC Identity Theft Report and phone logs of continued communication with Home Depot and Citibank. 

I respectfully request that the Consumer Financial Protection Bureau review Citibanks actions, require a complete and account-specific explanation for the Sears account closure, and ensure a fair and proportionate resolution. I should not be penalized as a victim of identity theft for circumstances outside of my control. 

Thank you for your time and consideration.

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