Consumer complaint received 2025-10-06 00:00:00
Product: Credit card — Store credit card
Issue: Closing your account — Company closed your account
Company: CITIBANK, N.A.
State: OH

Complaint narrative:
Clarification Statement Regarding My Account with Citi Card ( Best Buy ) In XXXX, I became a victim of stalking, which significantly disrupted my life and prevented me from working for several months due to legal obligations necessary to prosecute the offender. During this extremely distressing period, I proactively reached out to Citi Card ( Best Buy ) to request assistance in keeping my account in good standing. Prior to this, I had a flawless payment history and had never been late. 

My account was set up for automatic payments, and I had confirmed the correct payment amount with several representatives. Despite this, Citi attempted to draft the same payment three separate times, which caused my checking account to become overdrawn by {$87.00}. When I contacted Citi to inquire about these multiple withdrawals, I was later sent statements to my physical address indicating that I had inquired about my payment amount which was inaccurate. I was fully aware of my payment obligations and had reached out for help during this difficult time. 

I continuously informed customer service representatives that I was facing a legal crisis and needed assistance yet no support was provided. Shortly after, I received a notice stating that my credit card account had been closed. This was despite all my other financial accounts remaining in good standing. 

I subsequently sent a written letter along with supporting documentation explaining my situation and requesting a temporary payment plan until I could return to work. Unfortunately, I received no response or assistance. 

More recently, I was informed that the {$87.00} overdraft occurred due to interest rate changes. A representative claimed this amount had been refunded due to a rate reduction but when I called again, I was told my interest rate remains at 29 %, which negates the {$87.00} that was refunded to the balance on the account and the information I had previously been given was inaccurate. The representative I spoke with most recently informed me that Citi does, in fact, have a hardship program for situations like mine. When I asked why this program was never offered to me before my account was closed, I was told that " each representative handles customers differently. '' Additionally, when I inquired about the recent payment issues and expressed concern over the closure of my account emphasizing that I had always been a responsible customer with an excellent payment history the representative referenced an unrelated incident from the prior year involving fraud on my account. This was not relevant to my current inquiry. My concern was specifically about the recent account closure and the lack of support during my hardship, not the previous, resolved fraud issue. This response further demonstrated a lack of understanding or proper handling of my situation and left me feeling dismissed during a time when I was seeking help. 

Also, the refund amount of {$87.00} was never made known to me until I spoke with a representative this previous Thursday. This was a secret that I became privy to after a conversation and inquiry about the account. 
As a result of these actions specifically the three unauthorized payment attempts, lack of support during a documented hardship, and sudden account closure my credit score has been severely impacted. My minimum payments have increased, and my excellent payment history with Citi Card through Best Buy has been damaged.

I am seeking a formal review of my case, restoration of my account status or accommodation reflecting the hardship I experienced, and correction of any negative reporting that occurred as a result of this mishandling.

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