Consumer complaint received 2025-11-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Credit card company won't increase or decrease your credit limit
Company: CITIBANK, N.A.
State: IN

Complaint narrative:
My Citi XXXX XXXX XXXX credit card account has had multiple serious issues that Citi has not corrected or explained, despite my attempts to resolve them. I am a XXXX XXXX veteran and this situation has caused significant financial and emotional hardship. 

XXXX. Unauthorized withdrawal ( XX/XX/year> ) : Citi initiated an automatic withdrawal of my entire statement balance from my checking account even though I did NOT authorize autopay and have never enrolled in it. This drained my bank account, created overdraft issues, and caused financial distress. Citi later refunded the money, but provided no explanation for how or why this unauthorized withdrawal occurred. 

XXXX. Replacement card notice but no card ever received : On XX/XX/year> at XXXXXXXX XXXX  I received a text from Citi stating that a replacement credit card had been issued and would arrive in 12 days. As of today ( XX/XX/year> ), no replacement card has arrived. Citi has provided no tracking, mailing date, or explanation. 

XXXX. Old card still active despite the replacement card issued message : Even though Citi said a new card was issued, charges continue to process on the OLD card number, including a {$39.00} charge on XX/XX/XXXX. This contradicts Citis own message that a replacement card had been issued. It appears the card replacement was never actually processed or mailed. 

XXXX. Unjustified credit limit decrease : A few days before the unauthorized withdrawal, Citi suddenly cut my credit limit from {$5000.00} to {$2500.00} for no stated reason. My payment history is perfect. I have never been late. Other lenders recently INCREASED my credit limits based on good payment behavior. Citi has not explained why they reduced my limit. 

XXXX. Interest charges added during this unresolved situation : On XX/XX/XXXX, Citi charged me {$57.00} in interest even though the entire dispute and refund were caused by Citis mistake. This feels inappropriate and predatory given that I did nothing wrong. 

XXXX. Zero communication from Citi after escalation : On XX/XX/XXXX, I sent a full written complaint to Citis Executive Response Unit ( XXXX ) and also CCd XXXX XXXX XXXX. I have not received ANY communication or acknowledgment from either department, and it has been 10 days. No explanation, no follow-up, no apology, and no correction beyond refunding the withdrawn funds. 


-- - I am requesting CFPB assistance to require Citi to : XXXX. Provide a full explanation of the unauthorized withdrawal XXXX. Explain why the replacement card was never mailed XXXX. Explain why my credit limit was reduced despite perfect payment history XXXX. Remove the improper {$57.00} interest charge XXXX. Confirm the status of my account and card number XXXX. Ensure autopay is fully disabled 7. Provide written confirmation of corrective actions taken I am submitting this complaint because Citi has been unresponsive, contradictory, and unclear despite multiple attempts to resolve the issue. I have been a responsible customer with perfect payment history. This situation has caused unnecessary hardship.

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