Consumer complaint received 2026-01-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: CITIBANK, N.A.
State: MD

Complaint narrative:
Complaint Against Citibank for Unexplained Card Declines While Traveling Abroad...... I am submitting this complaint against Citibank , N.A . regarding a serious failure in its fraud-prevention and customer-support systems that caused me immediate financial harm, significant XXXX, and disruption while traveling internationally. 

While at an international airport in a XXXX  country, my Citi credit card was repeatedly declined when attempting to rent a vehicle. This was not a discretionary purchase it was essential transportation at an airport where alternatives were limited. Citibank provided no prior warning, no real-time alert, no text message, no email, and no automated phone notification explaining the decline or offering a way to approve the transaction. 

As a result, I was left stranded in a foreign country with no transportation and no information on how to resolve the issue. 

When I called the number on the back of my card seeking urgent assistance, I was transferred between representatives in multiple countries, placed on repeated holds, and forced to spend approximately 35 minutes navigating Citibanks call system during what should have been vacation time. Despite this excessive delay, no representative could clearly explain why the charge was declined, why no fraud alert was issued, or why no pre-authorization approval option had been presented at the point of decline.

Citibank markets its cards as suitable for international travel and promotes fraud protection as a customer benefit. In reality, its systems failed in the most critical moment : No proactive fraud alert No real-time customer notification No immediate approval pathway No competent, timely customer support This conduct is unreasonable, unsafe, and inconsistent with basic consumer-protection expectations. A fraud-prevention system that silently blocks essential transactions abroad without notification or rapid resolution places consumers at real risk.

I am requesting that the CFPB investigate Citibanks practices regarding : Failure to provide real-time decline notifications Failure to provide effective international customer support Failure to provide an emergency approval or override mechanism Misrepresentation of card usability for international travel I also request a written response from Citibank explaining : The specific reason for the decline Why no alert or verification attempt was sent What safeguards exist to prevent this from happening again What compensation or remediation Citibank will provide for the harm caused No consumer should be left stranded in a foreign country due to silent system failures and inaccessible support. Citibanks handling of this incident fell far below acceptable standards. 

Sincerely, XXXX XXXX Citibank Cardholder New phone number 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 monetary relief