Consumer complaint received 2025-08-31 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: TX

Complaint narrative:
This will be my fifth attempt at a resolution for my situation. On Thursday, XX/XX/XXXX, I was notified by XXXX XXXX that my credit card with Citi company was cancelled for inactivity. I was surprised by this as I try to ensure that I use all of my cards at least once annually to ensure this does not happen. This is XXXX of my oldest cards ( card was opened in 2015 ) and it was very upsetting. I immediately called, stayed on hold for over XXXX minutes waiting to speak to a customer representative and requested that it be reopened. They asked for authorization to run my credit and I said yes. As a victim of identity theft, I had to go " unfreeze '' all of my credit reports so they could be viewed by Citi, which I did immediately. On Friday the XXXX, I received a call from Citi. However, XXXX marked it as spam and I did not realize until I later listened to the voicemail. The voicemail stated to call the number on the back of the card and to reference a four-digit security code. 

I also received an electronic notice telling me that they could not reissue my card due to the fraud alert on my credit report and that they needed permission to review my report. I thought this strange considering they had my express permission on the first call to run my report. The notice also stated that they would be happy to reevaluate my request, just to give them a call. I called back the morning of the XXXX. After being passed around to a few different individuals, I was told I needed to wait XXXX business days for a letter to come through the mail. I asked why, I received an electronic notice telling me they could not reopen the account due to this issue and I am calling them back to XXXX them permission to view my credit report and I would like them to reevaluate their decision. I was told again to wait for the instructions in the letter. 

I called again on Monday the XXXX, hoping that with the security code I was told to give someone ( I dont know who as it wasnt mentioned in the voicemail ) I could talk to someone and get this resolved. At the end, I was told just open a new card and they couldn't help me. I asked for where to send a complaint to and the CEOs name, and the XXXX couldn't provide either. He told me to go to the website. Which was useless, as it told me to call the number on the back of the card. I sent emails to XXXX addresses I found that said they were complaint mailboxes and submitted a XXXX  complaint on XX/XX/XXXX and have heard nothing. The letter I was told to wait for, tells me they closed the account at MY request, which is both frightening as a victim of identity theft and frustrating if that is something someone thought was funny seeing as I spent hours on the phone begging them to reopen my account. The letter gives me no further instuction other than to call the number on the back of my card. I was a Citi cardmember for 10 years. I was given no warning that was my account was going to be closed, which I know is given to some customers. I was told my Thank You points were forfeited, even though it states on the website I should have up to 90 days after closure to redeem them. I simply wanted my account reopened and I would appreciate it if someone would still take the time to review my request. I am a victim of identity theft which is why there is a fraud alert on the reports, but XXXX  and XXXX  both show that Citi pulled and viewed my reports. I have an over XXXX XXXX XXXX and my debt to income ratio is fine. There was no reason not to reissue the card. Also, I noted that there was only XXXX notice in my account other than the closure statement, but after I submitted my XXXX  complaint, XXXX others that were backdated popped up, making me believe they haven't been sending them out as required. See the screenshots I've attached.

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