Consumer complaint received 2026-02-19 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: UT

Complaint narrative:
I lost my Citi Bank credit card around XX/XX/year>. After noticing i didn't have it, I locked my card and reported it to Citi bank right away. Someone tried to use the card and I had fraudulent declined transactions, so the transactions were disputed and a new card was requested to be sent to me, which I was advised would take 4-7 business days. I do not have any issues for how this phone call was handled, because I feel the agent did everything right. I kept an eye on the card replacement in the Citi Bank app and it showed the replacement card was requested with no movement. My account then showed as closed and I received a letter stating they could not issue me a new card or I requested not to receive a new card. I called Citi Bank approximately XX/XX/XXXX or XXXX, 2026, and spoke to a representative and advised them of the letter I received and told them I never requested to not receive a new card, so they must not have been able to have issued me a new card and inquired as to why. I did not receive an answer and they advised they could submit a request to open the account, which would take another 4-7 business days. I requested the request to be expedited since I have already waited the appropriate amount of time from the initial request, after assuring me they submitted the request. On approximately XX/XX/XXXX or XXXX, 2026, I received an email stating the were not issuing me a new card because I requested not to receive one, which never occurred. I called right away and advised them of the email and told them I never made the request to not receive a new card. The agent assured me the email was a mistake and to ignore it, and she notated my request to have my account reopened expedited again, and advised me it will take approximately XXXX hours for the account to be reopened. My account was still closed after waiting the appropriate amount of time, so I called on XX/XX/year>, to submit the request to reopen my account and receive a new card again and request it to be expedited, which the agent advise me that it would take another 4-7 business days. I requested to speak to a supervisor to have it expedited, because this was the 3rd request for the account to be reopened and 2 weeks since the lost card incident. I spoke to supervisor XXXX, who assured me that he expedited the request and it would take approximately XXXX hours to reopen the account and 2-3 business days to receive a new card. He promised that the account would be reopened and my issue would be resolved and he advised he would credit me XXXX points for my inconvenience. I received a call from XXXX on XX/XX/year>, in which he told me the account can not be reopened without a credit pull, which I refused, as I feel like it is too extensive of a process to replace a lost card. After speaking to XXXX he stated that they run a periodic review and due to the review my account could not be reopened, without the credit pull. I advised him I will not go through the credit pull process and to close my other account as well. My account has always been in good standing with on time payments. I have not had any issues prior to this and the only reason it was initially closed was due to the lost card. So they had to close the card to reissue a new one. Again I refused the credit pull, as I feel like they took advantage of the lost card incident to run the review and leave the account closed, since I had the card for years with similar usage and consistent on time payments without them closing the card prior. No company should treat their customer 's this way. The customer service experience was horrendous from XXXX XXXX until the last phone call. They could not advise me of any information to actually tell me what was going on with my account after 3 phone calls, and the compensation I was promised could not even be applied, because my account can not be reopened. They took advantage of my situation to keep my account closed by their " periodic review '', when I have never had any issues with both credit cards I have had with them.

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