Consumer complaint received 2025-05-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: CITIBANK, N.A.
State: CT

Complaint narrative:
XXXX XXXX Dear Sirs, I have all the proper documentation to prove that I am in fact me. I have had a Citi Bank Credit Card for close to thirty years. I have never missed a payment or had any trouble with my account in that period. I have done so well with Citi Bank that they have issued me a preferred member card. I am very proud of that fact. My credit card was recently stolen. After I made my last transaction at XXXX. I became upset when I couldnt find my card. So I spent some time looking for it. I didnt want to believe that someone would steal from me. I couldn't even imagine that. Then I started to realize that it was in fact stolen. So I proceeded to call Citi Bank to find out the situation. When my worst fears were realized. I was immediately transferred to the Citi Bank fraud department for suspicious charges made with my credit card. I became alarmed that this activity could still be going on. I was greeted by a Bank representative that was very unfriendly. After I gave her my card number, Social Security number & My Security Name. I proceeded to tell her that my credit card had been stolen. She then informed me that because I had the audacity to get a new cell phone this past year. She would not help me or close the account. I explained how ridiculous that was considering that I had the account for almost thirty years and I never had a problem. With the way cell phone prices are. I had to take the best deal that I could get. They wanted me to have a smart phone but I do not. I have the bottom of the barrel flip phone. I am lucky that it makes and receives calls. It is all I can afford at this time. I believe it is totally unreasonable to request such things in this tough economy. The bigger problem was that I wanted action taken so I tried to comply to her ridiculous demands. I finally convinced her to call me back. She made me wait for quite some time. Then when she finally did call back. She hung up on me like it was some big joke. 
I immediately called back and was transferred to a different woman. She then informed me that she would not close my account. She also informed me that she would not help me to rectify the situation. I told her that I had a preferred card and had been a loyal customer for over twenty years. I also told her that I had never missed a payment or had any issues before this problem. All that time meant nothing to her. She treated me like I had just opened an account. She didnt at all seem sympathetic to my plight. I guess a preferred card is just something that they give the peasants to make them feel special. After some back and forth about getting the issue resolved. I demanded that she take action. She informed me that they were going to send me a letter within seven to ten days. Meanwhile, the thief is running up the debt on my credit card. Worst of all he is ruining my credit. Which I will never be able to repair no matter the outcome. That will cause me serious hardship in my life. In an age where identity theft is running rampant in this country. I believe that their actions are unsatisfactory. Systems should be in place for such a big institution to resolve these issues swiftly. I would like to sue Citi Bank for Negligence and Incompetence. I would also like to seek damages for the Emotional and Mental anguish that I have encountered because of this terrible situation. I am also sending this letter to Consumer Protection because that is the address that I have. Regarding any questions you may have about this case. Please Help Me right this terrible wrong.

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 non-monetary relief