Consumer complaint received 2025-10-26 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: NY

Complaint narrative:
Copy of the letter I sent to Citibank : This closure, executed on XX/XX/2025, was a direct result of documented administrative and procedural failures on the part of Citibank, not any deficiency on my part. I was never provided the means to satisfy the verification requirement, despite repeated, proactive attempts to contact the bank. I am writing to have the account reopened as soon as possible. 

My account was approved on XX/XX/2025. The subsequent closure is due to the following failures : I received a letter dated XX/XX/2025, which stated my account required address verification by XX/XX/XXXX, but failed to provide any means ( email, physical address, or specialized phone line ) to submit the requested documentation. 

The same letter falsely claimed, " Our attempts to contact you to request this information... have been unsuccessful. '' I received no prior calls, voicemails, emails, or letters from Citibank regarding this issue. 

After receiving the letter on XX/XX/XXXX, I made repeated attempts to get in contact with an agent who could resolve the issue. However, Citi agents were unable to authenticate me via call or text, necessitating a separate physical authentication code that did not arrive until XX/XX/XXXX ( the day after the closure deadline ). 

Upon receiving the authentication code, I immediately called, authenticated, and was told the account was closed and the agent was unable to take any further action themselves. I submitted a request to reopen the account at that time. 

Between XX/XX/XXXX and XXXX XXXX, I made multiple calls to frontline reps, Fraud, and XXXX XXXX XXXX, repeatedly offering to provide all verification materials. I received no updates on the reopen request status until XX/XX/XXXX. 

On XX/XX/XXXX I was eventually forwarded to the XXXX XXXX XXXX  The agent there provided this email address ( XXXX ), but told me that the request for the account to be reopened had been denied. 

As you can see from the above timeline, I had XXXX liability in the events leading to the account closure. This error has already caused a significant and unwarranted drop in my credit score and necessitated disruptive adjustments to my planned finances.

In order to resolve this issue, I require the following three actions within five business days of receiving this email : Immediate Account Reinstatement : The account must be reopened and fully restored to its pre-closure status, including the original credit limit. I will provide the address verification documentation immediately upon receiving a secure channel to do so. 

XXXX XXXX XXXX  : A formal, expedited process must be executed to ensure that all three credit bureaus are notified to remove this unwarranted closure from my credit history and report the account as continually open and in good standing. 

Written Confirmation : I require written confirmation from an executive-level representative detailing the cause of the system error and proof that the reinstatement and credit corrections have been completed. 

I expect Citibank to uphold its responsibility to its customers by acting decisively to correct its own documented errors. Given the public acknowledgment of this issue ( referenced in the XX/XX/XXXX XXXX XXXX XXXX article ), there is a clear imperative for an expedited resolution, particularly since these errors have impacted my credit standing and violate Fair Credit Reporting Act ( FCRA ) standards. 

I anticipate your prompt and efficient intervention to resolve this matter.

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