Consumer complaint received 2025-06-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Problem getting a working replacement card
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
My Citibank co-branded XXXX XXXX AAdvantage  XXXX credit card was closed by Citibank without my authorization and for no appropriate reason in late XXXX ( a letter communicating the same was received around XX/XX/year>, although it was dated XX/XX/year> ). I called to request that the account be reopened on XX/XX/year> and went through their verification process, and then was told a new card but with the same account number would be coming to my home address. On XX/XX/year>, I received a letter dated XX/XX/year> ( I have no idea what caused the significant delay in the mail ) stating that they could not approve my request because they needed permission to access ( my ) credit report but couldnt reach ( me ) at the number ( I ) provided for the fraud alert on ( my ) credit report, but that Wed be happy to re-evaluate your request- just call us from the phone number on your fraud alert at XXXX. I called them as directed that same day ( XX/XX/year> ) and went through the same process of verification, re-explaining the situation again and asking what else they might need, but they told me they wouldnt need anything else now that I had called in ( again ) and my new card with the same account number would be forthcoming to my home at the address of record. On XX/XX/year>, though, I received another letter dated XX/XX/year> with the same content, again indicating that they have been unable to reach me. I reluctantly called immediately and repeated the same exact process. This time, however, I received a letter dated the very next day ( XX/XX/year> ), albeit with the same exact content yet again. So I called today ( XX/XX/year> ) and had to go through the same process of verification again, only I also told them that I wanted to file an internal complaint and a regulatory complaint. They transferred me to XXXX ( yes, that was her name, as she told me, although she had an XXXX accent ) in the Fraud Department, another clear-cut foreigner but one who assured me that she would help resolve the issue. After confirming multiple security questions, she asked me to hold and then abruptly hung up the call. Nobody called back. And I can assure you that over the past three months I have received no messages, or even missed calls for that matter from Citibank, so this seems completely disingenuous and makes me concerned that they are not upholding their fiduciary duties and complying with appropriate regulatory requirements. Their help centers are entirely offshore and this is reflected in these types of wholly unprofessional and supremely frustrating experiences, as well as even more perplexing communication issues when someone does take the calls. Please investigate the issue and revert back when you have received what imagine will be a more professional response from a senior officer of the company. Thank you in advance for your assistance.

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