Consumer complaint received 2025-03-08 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: IL

Complaint narrative:
The company closed my account after my most recent payment that was paid by my bank. I believe they closed it in retaliation of my complaint I filed another failure to proved policy documentation I requested twice which they still failed to provide. 

I am requesting that my complaint against Citibank be reopened and properly addressed due to Citibanks failure to provide the requested written policy, as well as CFPBs own failure to enforce compliance with the complaint resolution process. 



I submitted two complaints to CFPB regarding Citibanks unexplained delay in making credit available after my payment. In my second complaint, I specifically requested that Citibank provide a copy of the written policy that governs this practice. CFPB set a 14-day response deadline, but Citibank failed to meet it. Instead, Citibank responded after the deadline had passed, stating that they were still working on it. When they eventually provided a response, it was simply a vague explanationnot the actual policy I requested. 

Despite this clear failure to comply, CFPB closed my complaint anyway, stating that because Citibank responded within the allowed time, there was nothing further CFPB could do. This directly contradicts the purpose of the complaint process : A response that does not provide the requested information is not compliance. 

Key Issues Requiring CFPB Review : 1. CFPB Did Not Enforce Citibanks Compliance with the Complaint Process CFPBs own rules set a 14-day deadline for a complete response, yet Citibank failed to provide the requested policy even after this deadline. Instead of ensuring compliance, CFPB closed my complaint without requiring Citibank to provide the policy. 

2. Citibanks Response Did Not Address the Complaints Core Issue My complaint was not simply about receiving a response ; it was about receiving a copy of Citibanks written policy regarding delayed credit availability. Their response did not include this, meaning CFPB should have escalated the issue rather than closing it.

3. Failure to Provide the Policy Raises Consumer Protection Concerns If Citibank refuses to disclose the policy governing its actions, this raises serious questions about : Whether such a policy actually exists, or if the delays are arbitrarily applied to certain customers. 

Whether Citibank is violating the Truth in Lending Act ( TILA ) Regulation Z, which requires clear disclosure of credit terms. 

Whether Citibanks conduct constitutes an Unfair or Deceptive Act or Practice ( UDAP ) by enforcing undisclosed or inconsistently applied rules. 

4. CFPBs Justification for Closing the Complaint is Inadequate CFPBs position that as long as Citibank responded, there is nothing we can do completely fails to protect consumers. A response that does not resolve the issue or provide the requested information should not be considered compliance. CFPBs role is to ensure that financial institutions follow regulationsnot just respond to complaints with evasive answers.

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