Consumer complaint received 2026-06-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CITIBANK, N.A.
State: AZ

Complaint narrative:
Complaint Against Citibank Regarding AAdvantage Credit Card Account Transfer Citibank acquired my AAdvantage credit card account from XXXX XXXX. During this account transfer, Citibank failed to provide adequate notice, account access, or payment information, resulting in late fees and damage to my ability to manage the account. Prior to the transfer, I had automatic payments established through XXXX. When Citibank assumed the account, the automatic payment arrangement was canceled. Citibank did not notify me that autopay had been discontinued, nor did they provide instructions regarding how to access the transferred account. I already maintain an online banking relationship with Citibank and have existing Citi accounts accessible through my online profile. However, Citibank did not add the transferred AAdvantage account to my online banking profile, preventing me from viewing statements, balances, due dates, or payment options. In XX/XX/year>, after I began receiving emails indicating that my account was past due, I contacted Citibank through an online chat session. The representative was unable to assist me and stated that I would need to wait for a letter in the mail containing account information. No such letter was ever received. On XX/XX/year>, I received a paper statement showing a balance of {$1100.00} on the account ending in XXXX. The statement included late fees that had been assessed despite the fact that Citibank had never provided me with account access or a practical means to make payments. I called the customer service number listed on the statement in an effort to resolve the issue. I spoke with a XXXX named XXXX. During the call, I was asked to provide extensive personal identifying information, including my Social Security number, date of birth, address, and other sensitive information. Despite providing all requested information, XXXX was unable to add the account to my existing Citibank online profile. She informed me that Citibank would not issue me a replacement card, could not provide me with the account number, and had no method available to provide me with the account information necessary to access or manage the account. As a result, Citibank has placed me in an impossible situation. They have assessed late fees and reported that payments are due, while simultaneously preventing me from obtaining the information necessary to access the account, verify the balance, or make payments through normal channels. The only payment option offered was for me to provide my bank account information over the telephone to a representative for a one-time payment, despite Citibanks refusal to provide me with the account information needed to manage the account independently. I am requesting that the CFPB require Citibank to : XXXX. Remove all late fees and penalty charges that resulted from Citibanks failure to provide account access and payment information. XXXX. Correct any negative credit reporting associated with these missed payments. XXXX. Provide full online access to the account through my existing Citibank profile. XXXX. Provide written documentation explaining why the account was not properly integrated into my Citibank profile after the transfer from XXXX. XXXX. Confirm whether notices, account credentials, or replacement cards were mailed and provide evidence of such communications. XXXX. Ensure that consumers affected by transferred accounts are provided with adequate notice, account access, and uninterrupted payment options in the future. I made repeated attempts to obtain access to this account and resolve the issue before late fees accumulateXXXX XXXX XXXXe to provide account access, account information, and a reasonable method of payment directly caused this situation.

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