Consumer complaint received 2026-07-05 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:
Consumer Financial Protection Bureau ( CFPB ) XXXX XXXX. XXXX Rebuttal to Citibank 's Response Request for Further Review Dear Consumer Financial Protection Bureau , Thank you for providing Citibank 's response to my complaint. After carefully reviewing its reply, I respectfully submit that Citibank has not answered the central issue raised in my complaint and has failed to provide a meaningful explanation for its decision to close my Citi / AAdvantage credit card account ending in XXXX. Background My American Airlines AAdvantage credit card relationship began in XXXX with the Barclays AAdvantage Aviator Silver World Elite Mastercard. For nearly a decade, I maintained the account responsibly, made timely payments, and built a continuous AAdvantage loyalty relationship. The transfer of the AAdvantage credit card portfolio from XXXX to Citibank was not my decision. I did not apply for a new Citibank credit card or initiate a new banking relationship with Citibank. Rather, my existing account was automatically transferred as part of Citibank 's acquisition of the XXXX AAdvantage portfolio. Citibank informed affected cardmembers that the transition would occur without interruption and welcomed us as Citi AAdvantage cardmembers. Citibank issued me a replacement Citi AAdvantage credit card in XX/XX/XXXX, and I continued using the account in the ordinary course of business. On XX/XX/XXXX, however, Citibank abruptly closed my account without prior notice or any meaningful explanation. Immediately after learning of the closure, I requested reinstatement and an explanation. My request was denied. Citibank 's Response Does Not Address My Complaint In its CFPB response, Citibank states that it terminated my Citi banking relationship on XX/XX/XXXX, and therefore closed my Citi AAdvantage credit card on XX/XX/XXXX. Respectfully, this response raises additional questions rather than answering the ones presented in my complaint. If Citibank had truly decided in XX/XX/XXXX that it would no longer maintain a business relationship with me, why did the bank : Continue servicing my AAdvantage credit card for approximately 28 months? Accept my account as part of the XXXX portfolio transfer? Welcome me as a Citi AAdvantage customer? Issue me a replacement Citi AAdvantage credit card in XX/XX/XXXX? Continue encouraging normal use of the account? Then abruptly close the account only weeks later? Citibank 's response does not explain this sequence of events. The XX/XX/XXXX Banking Relationship Does Not Explain the XX/XX/XXXX Credit Card Closure Citibank relies entirely upon a XX/XX/XXXX banking relationship decision. However, it has never explained : whether that decision specifically applied to my Citi AAdvantage credit card ; why the credit card remained active for more than two years afterward ; whether a new review occurred before the XX/XX/XXXX closure ; whether any new facts led to the decision ; or why my reinstatement request was denied. Simply referencing a prior banking relationship does not provide a meaningful explanation for the closure of an active credit card account that Citibank itself continued to service until XX/XX/XXXX. Citibank Failed to Respond to Several Issues Raised in My Complaint My complaint requested a substantive explanation regarding the closure decision. Instead, Citibank devoted much of its response to topics unrelated to my concerns, including : XXXX XXXX mileage expiration rules ; general information regarding credit scores ; and my email address on file. These matters do not address the principal issue of why my credit card account was closed. I also requested confirmation that Citibank would not report inaccurate adverse information to consumer reporting agencies. Rather than answering this question, Citibank merely explained how credit scores are calculated, which does not respond to my request. My Longstanding Financial History I respectfully believe Citibank 's decision is inconsistent with my longstanding financial stability. For more than twenty years : I have maintained the same residence in XXXX XXXX, Florida. I have continuously operated the same business. I have maintained longstanding banking and credit relationships. I have responsibly managed my financial obligations. There has been no explanation identifying any misconduct, payment default, fraud, or other event that would reasonably justify the abrupt termination of a credit card relationship that had existed continuously since XXXX. Consumer Harm Citibank 's actions caused substantial disruption, including : interruption of recurring payment arrangements ; significant administrative burden updating automatic payments ; potential adverse effects on my credit profile due to closure of a longstanding revolving account ; disruption of nearly a decade of XXXX XXXX AAdvantage loyalty benefits ; and loss of the continuity of a credit relationship that originated with XXXX in XXXX and continued through Citibank following the portfolio transfer. Request for Further Review I respectfully request that the Consumer Financial Protection Bureau ask Citibank to provide a complete and substantive response addressing the following questions : What was the specific reason for closing my Citi AAdvantage credit card on XX/XX/XXXX? Was the closure based solely upon the XX/XX/XXXX banking relationship decision? If so, why did Citibank continue servicing the account for approximately 28 months after that decision? Why did Citibank accept the XXXX AAdvantage portfolio transfer, welcome me as a Citi cardmember, and issue a replacement Citi AAdvantage credit card in XX/XX/XXXX if it had already decided not to maintain a business relationship with me? Was any additional review conducted before the XX/XX/XXXX closure? What provision of the Citi Card Agreement or applicable policy authorized this action? Why was my request for reinstatement denied? Will Citibank confirm in writing that no inaccurate or adverse information relating to this closure has been or will be reported to any consumer reporting agency? I appreciate the CFPB 's continued review of this matter. My objective is not simply to dispute the outcome but to receive a fair, transparent, and complete explanation for Citibank 's actions. Based on the response provided, significant factual questions remain unanswered.

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