Consumer complaint received 2026-01-02 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: AZ

Complaint narrative:
I had a Citibank card since XXXX. I had to ask for a repayment plan, which I completed early with a final payment in full on XX/XX/XXXX. Two weeks later, I logged in to my account to confirm payment receipt ; it showed a {$0.00} balance but my account was still flagged as on a plan. I called to confirm when that notice would be confirmed. On XX/XX/XXXX approximately XXXX XXXX XXXXXXXX, I logged in to the account but did not have time to call back in to confirm the reason for closure. At approximately XXXX XXXX XXXXXXXX on XX/XX/XXXX, I called in to confirm the reason for closure. Note : this was my first and only call that day. I was told the reason for closure was that I had requested it previously via phone call that day. I said that wouldn't be possible as I had not called previously. I asked to be escalated to the rep 's supervisor ; I was routed to a payments person who confirmed my last payment. She said that may have been a condition of the repayment agreement but couldn't confirm anything in my account older than XX/XX/XXXX. She was going to send me back to customer service, which I pointed out sent me to her ; she tried getting an " XXXX XXXX '' member to help. After XXXX minutes of waiting, she told me they were likely gone for the holiday and told me to call back in on XX/XX/XXXX. That was XXXX minutes of my life I will never get back. 

I called in as directed on XX/XX/XXXX ; customer service escalated me their supervisor at my request- supposedly in the XXXX XXXX. That rep reiterated the lie. I said I did not request the account closure by phone. If that was their only reasoning to close the account - a lie - then they should reopen the account. 

This rep said I had to reverify all my information - name, address, email, date of birth, and SSN # to do so. I pointed out they already have all that information and that I was not going to compromise the security of my SSN XXXX by giving the full number over the phone ( to someone with a heavy XXXX accent, by the way ). I did verbally verify the last four digits. He said that wasn't enough. I asked to be escalated. 

I was sent to someone who identified as " XXXX ''. XXXX listened to me tell the whole story - again - and then reiterated the same storyline ( I had requested the closure by phone ) and said I had to reverify my information to qualify for reopening the account. He said that meant I have to give my SSN in full verbally or re-opening could not be processed. I said I was surprised that Citibank would allow such an unsafe practice and that there are third-party services available for such verification. Since it was obvious we were at a stalemate, I asked to be escalated again. He said the call had been escalated twice and that no further support was available. 

I asked who I could contact via letter for resolution - someone with authority who needs to understand the consumer experience and how poorly it is being executed. He said it didn't work that way, that I could write a letter to the address on my statement, that they have a whole team of many people who are experienced in handling such things. I said I wanted a name to address the letter to - he said I could put anybody 's name on it. I said I wanted to address it to XXXX XXXX- he said to do that. I asked to confirm if there IS a XXXX XXXX XXXX ; he said there wasn't but the people who open those letters would process my written request. 

I asked who he reports to ; he said he couldn't give out that information. I asked again if he could confirm that was in the XXXX XXXX ; he kept saying he was the senior supervisor and the highest in Customer Service I could go by phone. I said I wanted the name of someone I could contact by writing and asked who he reports to - who signs his check, who gives him his performance evaluations? He said he could not give out that information. I realized he said he is in Customer Service so I asked if there IS an Escalations Team ; turns out no. So that's a lie too. 

Somewhere in that call, I pointed out that I'm quite sure Citibank leadership would not want one of their consumers treated so disrespectfully. That I was given the run-around, lied to, and generally put-off with every conceivable trick in a phone team 's book is shameful. He said to listen to the recording to reference the call made to Citibank on XX/XX/XXXX at XXXXXXXX XXXX XXXX with his name " XXXX '' ( note : no last name ) for the recording.

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