Consumer complaint received 2025-12-05 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: MA

Complaint narrative:
I am writing to file a formal complaint regarding the mishandling of my Citi XXXX XXXX credit card account, which has caused me significant inconvenience, frustration, and loss of confidence in Citibanks service. Below is a detailed timeline of events and a summary of my concerns. 

Timeline of Events XX/XX/XXXX : Opened the Citi XXXX XXXX card after completing address verification ( verification code sent by mail ). 
XXXX XX/XX/XXXX : The first card sent via XXXX  was not delivered. I reported the loss, and a replacement was shipped by regular mail. My account was locked before I ever received a working card. Despite this, the {$590.00} annual fee was charged in early XXXX. 
XX/XX/XXXX : After returning from an international trip, I called Citi and was informed that I needed to complete a 4506-C form. The representative refused to explain what information was being verified. 
XX/XX/XXXX : I mailed the completed 4506-C form to Citi ( at my own expense, as no return envelope was provided ). 
XX/XX/XXXX : A Citi representative confirmed that my form was completed correctly and sent to the IRS the same day. 
October 118, 2025 : I followed up once and was told to wait. 
XX/XX/XXXX : Received an email from Citi informing me that my annual fee would be refunded and that I would receive XXXX ThankYou Points ( without spending requirements ) as a courtesy once the card was unlocked. 
XX/XX/XXXX : My card was unlocked. I was able to make small purchases, but a larger transaction ( ~ {$1800.00} for rent ) was declined. After an hour on hold with the Fraud Department, I was told I needed to contact Line Management during business hours for full resolution. 
XX/XX/XXXX : My husband attempted to make several smaller rent payments ( {$500.00}, {$800.00}, {$500.00} ). The card was blocked again on the third transaction. After another hour on the phone and XXXX transfers, I verified all charges. The representative assured me my card was now fully functional. Later that afternoon, the alert reappeared on my account, though the card still worked for small purchases. 
XX/XX/XXXX : I received yet another call from the Fraud Department to verify the same charges. After confirming them again, I was told my account was good to go. However, that evening, I discovered my Citi XXXX XXXX account had been closed without notice. When I called customer service, I was told only that a letter would be mailed within 710 business days and that no reason could be provided over the phone. I filed a complaint and was informed that a supervisor would call me back within a week, but I never received a call. 
XX/XX/XXXX : I received a letter from Citi in the mail. Rather than explaining the reason for the unexpected account closure, the letter instructed me to submit an inquiry by email or mail, creating additional inconvenience. I emailed Citi the same day. 
XX/XX/XXXX : I received an email response from Citi stating, We are unable to keep your account open due to the number of bank revolving account ( s ) with other creditors, despite this inform

ation having already been reviewed and verified when my card was approved. Citi declined to reopen my account. Concerns 1. Lack of transparency and due process : My card was approved after address verification, yet it was immediately locked and later closed without a clear explanation. At no point was I informed of what information was being reviewed or given an opportunity to provide supporting documentation before the account was shut down. Citi later stated that the closure was due to the number of bank revolving account ( s ) with other creditors, despite this information being known and verified at the time of approval. Reversing the decision after card issuance, without prior notice or justification, is highly unprofessional and reflects poor due process.

2. Excessive and unreasonable delays : I was unable to use my card for nearly three months while waiting for the 4506-C verification process to c
omplete, causing serious inconvenience, especially while traveling abroad.

3. Lack of internal communication : Citi representatives from different departments ( especially Fraud ) appeared to have no visibility into previous case notes or prior verifications, resulting in repeated, redundant verification calls and wasted time. 4. Unprofessional handling of account closure : My card was unl
ocked for only two days before being closed againdespite recent verification and assurances from multiple Citi representatives. This sequence reflects extremely poor internal coordination and customer service. 

My Requests 1. I request that my Citi XXXX XXXX account be reinstated, along with : The annual fee refund and The XXXX ThankYou Points as stated in your email dated XX/XX/XXXX. 

I have been a loyal Citi customer since XXXX and currently hold XXXX other Citi cards. I have never previously encountered such disorganization or lack of communication with Citi. If this issue can not be resolved appropriately, I will have to reconsider my relationship with Citi and may discontinue all business with the bank.

Thank you for your attention to this matter. I look forward to your response.

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