Consumer complaint received 2025-12-04 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:
Formal Regulatory Complaint Against Citibank , N.A .

To : Consumer Financial Protection Bureau ( CFPB ) Office of the Comptroller of the Currency ( OCC ) Federal Deposit Insurance Corporation ( FDIC ) From : DAT Date : XX/XX/year> Subject : Follow-Up Regulatory Complaint Improper Re-Closure of Citi Credit Card Account and Changed Balance Treatment After Prior CFPB-Initiated Reinstatement ________________________________________ I. Parties Complainant : DAT, an individual consumer residing in Florida.

Respondent : Citibank , N.A . ( Citi ), a national banking association regulated by the OCC and subject to CFPB jurisdiction.

________________________________________ II. Background and Prior CFPB Complaint This complaint concerns the same Citi credit card account that was the subject of my prior CFPB complaint in XX/XX/year> regarding an abrupt and unjustified closure of my Citi Simplicity account on or about XX/XX/year>. 
Following that earlier CFPB complaint, Citi reopened the account and confirmed that it was in good standing. 
After the account was reopened, I continued making payments and relied on having a functioning account under the original terms. 
There were no new delinquencies or misuse on my part after the account was reinstated. 
The present complaint arises from Citis new decision, in late XX/XX/year>, to close the account again and to change how my existing balance is being treatedafter I contacted Citi solely to report a lost card and secure the account from potential unauthorized use. 
If helpful, this matter should be linked to my prior CFPB case so regulators can view Citis conduct as a pattern, not as isolated events.

________________________________________ III. Summary of Current Complaint This new complaint concerns Citis : 1. Improper and misleading re-closure of my credit card account after a routine lost-card report where I only intended to block the physical card, not terminate the account.

2. Change in the treatment of my existing balance, including a larger or accelerated amount now demanded by the end of XX/XX/year>, without clear explanation or proper notice. 
3. Refusal to reverse or correct the action, despite my request to reinstate the account under the same terms that applied after the XX/XX/year> resolution. 
4. Potential retaliatory conduct, given the prior CFPB complaint and Citis earlier decision to reopen the account and acknowledge that closure as improper or inconsistent with its obligations.

These actions raise serious concerns under : The prohibition on unfair, deceptive, or abusive acts or practices ( UDAAP ) ( 12 U.S.C. 5531 ) ; The Equal Credit Opportunity Act ( ECOA ) and Regulation B ( 15 U.S.C. 1691 ( d ) ; 12 C.F.R. 1002.9 ) regarding adverse action notices ; The Truth in Lending Act ( TILA ) concerning changes in account terms and required disclosures ; and The Fair Credit Reporting Act ( FCRA ) if this new closure is reported in a manner harmful or inaccurate to my credit profile.

________________________________________ IV. Factual Timeline of New Events 1. XXXX 2025 Period After the CFPB complaint in XX/XX/year>, Citi reopened my account. 
Citi representatives indicated that the account was in good standing. 
I continued to make payments and use the account in a responsible manner. 
2. Late XX/XX/year> Lost Card Report In late XX/XX/year> ( approximately the last week of XXXX ), I called Citi to report that my card was lost. 
My clear intent was to block the lost physical card and protect against unauthorized charges, and, if necessary, receive a replacement card. 
At no point did I request or authorize Citi to close the entire account, nor did Citi clearly inform me that my account would be permanently closed as a result of simply reporting the card lost. 
3. Full Account Closure and Changed Balance Treatment Shortly after my lost-card report, I discovered that Citi had closed my entire account, not merely blocked the lost card. 
Citi then communicated that more money is now due by the end of XX/XX/year> than I previously understood to be requiredeffectively changing or accelerating my repayment obligation. 
This was done without clear, advance disclosure that a lost-card security call would trigger account closure or altered payment terms. 
4. Citis Refusal to Correct the Problem I contacted Citi and stated that they needed to reopen the account immediately, given that : o The account had previously been reopened after CFPB intervention ; o I had been in good standing since that time ; and o I only reported a lost card, which should not by itself justify full account closure or altered balance terms. 
Citis response was that there is nothing we can do and that the account will remain closed with the new payment obligation in place. 
I have not received a clear, detailed adverse action notice explaining the basis for this closure and change in terms. 
________________________________________ V. Legal and Regulatory Concerns 1. Unfair and Deceptive Practices ( UDAAP 12 U.S.C. 5531 ) o Treating a standard lost-card report as a pretext for closing the entire account and changing payment obligations is unfair and misleading, particularly where the consumer has acted responsibly and in good faith.

o The combination of : the prior wrongful closure, CFPB-triggered reopening, and this subsequent closure tied to a routine security call creates a pattern that appears arbitrary and punitive rather than risk-based and transparent.

2. Failure to Provide Proper Adverse Action Notice ( ECOA / Regulation B ) o Under 15 U.S.C. 1691 ( d ) and 12 C.F.R. 1002.9, Citi must provide a timely written adverse action notice specifying the reasons for closing the account.

o I have not received a proper, detailed explanation for why a lost-card report resulted in full account closure and altered balance treatment.

3. Potential TILA Violations Change in Terms/ Balance Acceleration o If Citi has accelerated the balance, increased the minimum payment, or otherwise changed the repayment schedule as a result of this closure, TILA may require specific advance disclosures and notices.

o I was never told that requesting a lost card be blocked would trigger such a change.

4. Potential FCRA Violations and Credit Harm o If Citi reports this new closure in a manner that implies derogatory behavior ( e.g., risk, returned payments, or closed by grantor for cause ), this may be inaccurate and unfairly damaging to my credit.

o The closure of this long-standing accountespecially after it was previously reopened at Citis discretionwill almost certainly harm my credit utilization ratio and scores.

5. Pattern and Possible Retaliatory Conduct o Citis reopening of the account after the XX/XX/year> complaint indicates that the earlier closure was inappropriate or mishandled. 
o Closing the account again after a routine lost-card report, and then refusing to reverse it while changing how my balance is treated, gives the appearance of retaliation or at least disparate, inconsistent treatment of a consumer who previously exercised her rights by contacting regulators. 
________________________________________ VI. Harm Citis conduct has caused and will continue to cause significant harm, including : Credit harm from the loss of a revolving line and potential negative reporting. 
Financial strain and confusion due to a larger or accelerated payment demand by the end of XX/XX/year>. 
Loss of access to a critical line of credit that I relied upon for necessary expenses. 
Emotional distress and loss of trust, particularly given the repetition of adverse action on the same account after prior regulatory involvement. 
________________________________________ VII. Requested Relief I respectfully request that the CFPB, OCC, and any other appropriate regulators : 1. Investigate Citis conduct, including : o The decision to close my account after a routine lost-card report ; o Any change, acceleration, or other alteration in the repayment terms for my existing balance ; o Citis handling of my account in light of the prior XX/XX/year> CFPB complaint and subsequent reinstatement. 
2. Require Citi to : o Reopen my account under the same terms and conditions that applied after the XX/XX/year> resolution ; o Treat my existing balance under the original repayment schedule, without improper acceleration or undisclosed changes ; o Provide a proper adverse action notice that fully explains any claimed justification for account closure, in compliance with ECOA/Regulation B. 
3. Ensure accurate credit reporting, including : o Preventing Citi from reporting this closure in a way that inaccurately implies misconduct or default ; o Requiring Citi to correct any derogatory or misleading tradeline entries related to this closure.

4. Review Citis policies and procedures for : o Handling lost/stolen card reports ; o Treating accounts that were previously the subject of CFPB complaints, to ensure consumers are not penalized or deterred from exercising their rights.

________________________________________ VIII. Preservation of Rights This complaint is submitted without waiver of any legal rights or claims I may have against Citibank, N.A., including but not limited to claims under federal and state consumer protection statutes, contract law, and any other applicable laws. I expressly reserve the right to pursue civil litigation or other remedies if a satisfactory resolution is not achieved. 
________________________________________ Sincerely, XXXX XXXX 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 explanation