Consumer complaint received 2026-03-18 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: SC

Complaint narrative:
I AM A CURRENT MEMBER AT XXXX XXXX. MY SISTER IS AN EMPLOYEE AT XXXX XXXX. INITIALLY I WAS UNDER HER MEMBERSHIP AS FAMILY MEMBER. DURING THAT TIME, I OPENED A XXXX CREDIT CARD ONLINE THROUGH CITI BANK. SHE REMOVED ME FROM HER MEMBERSHIP IN XX/XX/XXXX RESULTING IN ME RECEIVING A LETTER INFORMING ME I NEEDED TO OPEN ANOTHER MEMBERSHIP TO MAINTAIN MY CREDIT CARD OPENING. I COMPLETED THIS REQUEST BY OPENING A MEMEBRSHIP AT XXXX XXXX AND A WEEK LATER I STILL RECEIVED AN ACCOUNT CLOSURE NOTICE VIA MAIL. I CALLED TO ESCALATE COMPLAINT AND WAS TOLD A TICKET WOULD BE OPENED AFTER THEY PLACED ME ON HOLD AND CONFIRMED I DID HAVE A MEMBERSHIP WITH XXXX AND THEY WOULD REOPEN MY ACCOUNT SINCE THERE WAS A SYSTEM ERROR. I WAS INFORMED I WOULD BE SENT A NEW CARD. I DID RECEIVE THE NOTICE OF ACCOUNT REOPENING VIA EMAIL XX/XX/XXXX. HOWEVER, I RECIEVED AN EXACT DUPLICATE OF MY EXISTING CREDIT CARD. SAME CARD NUMBERS, SAME EXPIRATION DATE, SAME SECURITY CODE ON THE BACK OF THE CARD AND THE SAME XXXX MEMBERSHIP NUMBER OF MY SISTER 'S EMPLOYEE MEMBERSHIP! THE CITIBANK REP PLACED ME ON HOLD AGAIN TO CONTACT XXXX TO CONFIRM MY MEMBERSHIP AND SAID SHE WOULD BE SENDING ME ANOTHER NEW CARD WITH UPDATED CARD NUMBERS AND MY NEW MEMBERSHIP NUMBER ON THE BACK OF THE NEW CARD. I RECEIVED THIS CARD A WEEK LATER, XX/XX/XXXX, WITH THE SAME INFORMATION ON IT. I NOW HAVE THREE CREDIT CARDS, SAME CARD NUMBERS, SAME EXPIRATION DATE, SAME SECURITY CODES ON THE BACK AND SAME MEMBERSHIP NUMBER OF MY SISTERS XXXX EMPLOYEE MEMBERSHIP NUMBER. I DO NOT HAVE ANYTHING UPDATED WITH MY NEW MEMBERSHIP NUMBER OR NEW CREDIT CARD NUMBERS. I AM VERY CONCERNED THAT MY ACCOUNT HAS NOT BEEN UPDATED WITH CREDIT AGENCIES AS REOPENED AND THE FACT THAT NOT ONE BUT THREE CARDS HAVE TRAVELED THROUGH THE MAIL WITH THE SAME EXACT INFORMATION ON THEM. EVERY TIME I CALL CITI BANK, I AM TOLD THIS ERROR IS XXXX FAULT. I CALL XXXX AND THEY TELL ME ITS CITI BANKS FAULT. I WENT INTO THE STORE TWICE TO SPEAK WITH MANAGEMENT AND THEY CALLED CITI BANK EACH TIME. THE FIRST TIME I WENT INTO THE STORE, A XXXX XXXX XXXX ASSISTED ME BY CALLING CITI BANK, THEY HANDED ME THE PHONE FOR THE CITI BANK REP TO VERIFY ME AND I WAS TOLD EVERYTHING ON BOTH ENDS ( CITI BANK AND COSTCO ) HAD BEEN CORRECTED AND I SHOULD RECEIVE A CARD WITHIN XXXX BUSINESS DAYS. I NEVER RECEIVED ANY UPDATES OR CARD VIA MAIL! I HAVE NOT BEEN CONTACTED BY ANYONE REGARDING ANY OF THIS. I WENT BACK TO THE STORE XX/XX/XXXX AND SPOKE WITH THE SAME XXXX, XXXX XXXX HE CALLED CITI BANK AGAIN TO INFORM THEM IT HAS BEEN LONGER THAN XXXX WEEKS SINCE I CAME INTO THE STORE AND I STILL HAD NOT RECEIVED A NEW CREDIT CARD OR ANY UPDATES. HE ALSO VERIFIED MY MEMBERSHIP NUMBER WAS UPDATED IN BOTH XXXX AND CITI BANK SYSTEMS. CITI BANK TRANSFERRED THE CALL TO A SUPERVISOR WHO THEN CONFIRMED ACCOUNT WAS SHOWING REOPENED BUT SHOWING CLOSED IN THEIR MEMBER SERVICES DEPARTMENT. UNSURE HOW THIS WOULD HAPPENED UNDER THE SAME FINANCIAL INSTITUTION SYSTEMS, HE SAID HE WOULD OPEN ANOTHER TICKET TO HAVE ESCALATED TO REOPEN IN ALL SYSTEMS BUT PROCEEDED TO REQUEST PAYMENT OF {$400.00} STATING ACCOUNT WAS NOW DELINQUENT! OF COUSE IT WOULD BE DELINQUENT, I AM UNABLE TO MAKE PAYMENTS ON THE APP AS I HAVE BEEN DOING DUE TO ACCOUNT CLOSURE BY CITI BANK IN ERROR. THIS ONGOING INCIDENT CANCELLED MY {$170.00} AUTOMATIC PAYMENTS NOW RESULTING IN A CLOSED ACCOUNT REPORTING ON MY CREDIT AS WELL AS DELINQUENT PAYMENT HISTORY! I WISH FOR MY CARD TO BE REINSTATED CORRECTLY, UPDATED WITH CREDIT REPORTING AS OPENED NOT CLOSED AND A NEW CARD BE MAILED TO ME WITH NEW CARD NUMBERS, NEW MEMBERSHIP NUMBERS ON THE BACK AND THE DELINQUENCY TO BE CORRECTED OR ADJUSTED AS A COURTESY BECAUSE OF THEIR ERROR.

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