Consumer complaint received 2025-11-19 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: NV

Complaint narrative:
My husband has had a credit card with Citi for years ( XXXX years ) and today, XX/XX/XXXX they closed our account ( I was an authorized signer ). I know that a credit card company will close an account if it sits inactive for to long which is why I pulled our city cards out to activate in attempt to make a small transaction. Tonight when I got home from work I signed into the Citi app to activate our cards but the account was closed. I immediately got on the phone with Citi to try to find out what was going on and get the account reactivated. While waiting XXXX minutes to speak to someone I checked my email and saw that I had received an email from Citi XXXX XXXX this morning about the closure of the account. After getting a hold of someone and them verifying both my husband and myself the agent advised that the cards I had in my possession which expire XX/XX/XXXX were no good. Apparently our card was upgraded XXXX without our knowledge. I explained to the agent that we had no idea that this had happened and that we never received any cards or information pertaining to this. We also asked to get the account reopened so the closure would not effect his very high credit score which he worked very hard to get. The agen advised that she would not be able to re-open his account without running his credit. Of course we denied this as we could easily run his credit elsewhere to get a new credit card with a better interest rate and credit limit. I asked to speak to a supervisor and again waited on hold. When the supervisor got on the line he was clearly not made aware of the entire situation at hand so we did speak over each other a bit. Then after I spoke he spoke and immediately started playing the blame game and kept referring to the card agreement and also stated that they do not have to give you notification about the account being closed due to inactivity. Once he finished I again reminded him that we have no card agreement to refer to since we have not received cards in years. He got very angry with me and demanded to speak to my husband who was the primary on the account. Even though the previous agent spoke to my husband and verified us both he made me go wake my husband up from bed to speak to him. At that time he kept referring to the card agreement with him and told him that they would not attempt to re-open his account without a credit pull. Annoyed and half asleep my husband gave the phone back to me and I began speaking to the supervisor again but he kept overtaking me and being rude. Finally he stopped talking and let me speak ... after going on for a few minutes me and my husband realized he put us on hold and was letting me talk to myself. I immediately hung up after wasting XXXX hour and XXXX minutes to get no where. Obviously we will be taking our business elsewhere but the way our account was handled, the lack of communication ( via mail, email, and phone ) is completely unacceptable. We had absolutely no knowledge that the cards in our possession were close and upgraded months if not years ago. We never received these cards either. Then to close our account without some sort or courtesy warning is unacceptable. Then to refuse to re-open with out a credit run is crazy. Why would someone run their credit for an account that has been open for so many years? We could have easily just applied for a new credit card there and received a much higher credit lim8t with a much lower interest rate. So now after being treated so badly our credit will now be taking a major hit due to the account closure and loss of available credit. Major changes to an account like this should not be allowed to occur without some kind of notification to a customer.

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