Consumer complaint received 2026-07-13 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: FL

Complaint narrative:
Consumer Financial Protection Bureau Complaint I am submitting this complaint regarding Citibank 's decision to close my XXXX XXXX credit card account ( ending in XXXX ) shortly after it was transferred from XXXX to Citibank, and its refusal to provide a meaningful explanation for doing so. 

My XXXX XXXX credit card was originally issued by XXXX and was transferred to Citibank approximately two months before the account was closed as part of Citibank 's acquisition of the portfolio. I did not apply for a new Citibank credit card ; my existing account was simply transferred. After the transfer, I continued to use the account responsibly and maintained a perfect payment history. At the time of the closure, my credit score was approximately XXXX, and I had an excellent overall credit profile. 

In early XX/XX/XXXX, Citibank abruptly closed my account. I immediately contacted the bank to understand why this had happened. After corresponding with Citibank through the P.O. Box address they provided, the only explanation I received was that Citibank " does not wish to do business '' with me because an account had been closed in XXXX. No additional information or explanation was provided. 

I do not even remember the account being referenced from XXXX, and Citibank has never explained why that account was closed. I have never been told what occurred, whether there was any issue on my part, or why an unexplained event from eight years ago would justify closing an account that I had managed responsibly with a flawless payment history. 

I was never given notice that the alleged XXXX  account closure would permanently prevent me from maintaining a future relationship with Citibank. In the eight years since then, I have maintained excellent credit, an approximately XXXX XXXX XXXX, and a perfect payment history. If there was an issue in XXXX, I was never given sufficient information to understand it or any opportunity to address it. Relying on an unexplained event from eight years ago to close an otherwise well-managed account appears arbitrary and has caused significant financial harm. 

As a direct result of Citibank 's actions, my credit score dropped by approximately XXXX points because of the closure of this long-standing credit line. In addition, I am at risk of losing my XXXX XXXX XXXX XXXX elite status, as this credit card played an important role in maintaining my relationship with the airline. These are significant financial consequences resulting from a decision that Citibank has refused to adequately explain. 

I fully understand that banks generally have the discretion to determine with whom they do business. However, I believe consumers are entitled to transparency and fair treatment. Closing an account that was transferred from another issuerdespite my excellent payment history and strong credit profilebased solely on an unexplained event from eight years earlier, without providing any meaningful explanation or opportunity to understand the issue, is neither transparent nor fair.

I respectfully request that the CFPB ask Citibank to : Provide a complete and specific explanation for the closure of my XXXX XXXX credit card account ending in XXXX. 
Explain what occurred with the alleged XXXX account, including why it was closed and what information Citibank relied upon in making its current decision. 
XXXX a good-faith review of its decision in light of my perfect payment history, approximately XXXX XXXX XXXX at the time of closure, and the fact that this account was transferred from XXXX rather XXXX newly opened with Citibank. 
If, after that review, there is no legitimate ongoing risk, reconsider its decision to close my account and restore our banking relationship. 

I have made every reasonable effort to obtain this information directly from Citibank but received only a generic response stating that the bank does not wish to do business with me because of an unexplained account closure from XXXX. I am therefore requesting the CFPB 's assistance in obtaining transparency, a meaningful explanation, and a fair review of Citibank 's decision. 

Thank you for your time and consideration.

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