Consumer complaint received 2026-06-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CITIBANK, N.A.
State: VA

Complaint narrative:
I paid my account via XXXX incognito approximately XX/XX/XXXX. Citi bank closed my account without notifying me, leaving unable to pay for my groceries at checkout, approximately XX/XX/XXXX. I called Citi bank customer service. They said they initiated a fraud investigation due to a payment on the account from XXXX NC ( where XXXX XXXX routes to ). I explained this was me and they sent me to fraud team to verify. I verified my information and was sent back to customer service. Customer service said despite verification, the only way they could reopen my account was to send me a reference number in the mail. We verified my address, and I agreed. I waited two weeks without ability to pay for groceries and gas for this reference number. It never arrived. I called customer service two week later, approximately XX/XX/XXXX. I was sent back to fraud who said my account was closed and a reference number would need to be sent. I told them after two weeks the first reference number never arrived, and that I would like to verify in any other format. I was sent back to fraud team who once again verified all my information. I was then sent back to a new customer service person who said your account was reopened two weeks ago, I dont know why anyone told you that it wasnt. Feeling humiliated for having called again I thanked them and tried to use my card again. After trying my card again at the grocery store I was once again humiliated with no ability to pay for my groceries because my card was in fact still closed. I called Citi customer service for a third time. I was lied to by customer service who subjected me to another round of public humiliation. This time when I called I pleaded with them, I said that I would do anything to verify my information to please not send me a piece of mail with a reference number that was never going to arrive. They said they were unable to do anything more at this time. I said that I was disinterested in continuing this service if they couldnt verify my account and reopen it without a physical paper that had failed to be sent. They told me theyd done everything they could for me at this time. Now it is XX/XX/XXXX, and still no reference number has been sent, except they did send me a mail notifying me that they investigated my account and found I was liable for the charges made on it, and that I needed to pay my bill. Except I cant open my account because I need a reference number for verification. They are charging my closed account that they have failed to assist me in reopening over the course of now two months. They didnt notify me before closing my account, subjecting me to public humiliation and emotional distress ( I have a medical condition that causes hives when I become distressed ). They lied to me about my account being open again, subjecting me to more public humiliation and medical distress when once again my card wouldnt work when they said it would. They have failed to send me their only method of verification to reopen my account while actively charging me on the closed account. I am being held financial XXXX by Citi bank without any means to recover my account because they have repeatedly failed to issue their only means of account recovery.

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 non-monetary relief