Consumer complaint received 2026-06-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
Complaint Against Citibank Customer Service and Online Banking Transparency I am submitting this complaint regarding Citibank 's customer service practices and the removal of functionality within its online banking platform. For many years, Citibank displayed a running account balance beneath each transaction. This feature allowed customers to easily verify account activity, reconcile balances, and identify potential errors. The feature has now been removed. As a result, I have been unable to independently verify how Citibank is calculating certain balances and charges appearing on my account. Specifically, I questioned a balance of {$160.00} that I believe had already been paid on XX/XX/year>. On XX/XX/year>, I spent approximately XXXX hours and XXXX minutes on a call with Citibank Customer Service regarding these concerns. I initially spoke with a customer service representative named XXXX. During the call, I requested his last name or last initial and a reference number for the call and complaint. These requests were denied. When I requested escalation and again asked for identifying information and a reference number, the call was disconnected before my concerns were resolved. I was later connected with Supervisor XXXX, who provided Team ID XXXX but would not provide a complaint reference number, tracking number, retention department contact information, or a direct escalation path. During my most recent call with Citibank Customer Service, I spoke with a supervisor identified as XXXX. XXXX stated that she could only provide her team identification number ( XXXX ) and would not provide a direct reference number for my feedback submission. She advised that my feedback would be submitted internally but could not provide documentation or confirmation that the feedback was actually recorded. I repeatedly requested : 1. Restoration of the running balance feature beneath transactions. 2. A screen-sharing session or detailed explanation showing how the disputed balance was calculated. 3. Escalation to a customer retention department or higher-level review team. 4. A reference number documenting my complaint and feedback. These requests were denied. I was informed that customer service could not perform screen sharing, could not connect me to a retention department, and could not provide a complaint tracking number related to my feedback. My concern is not only the removal of a useful banking feature but also the lack of transparency regarding account calculations and the inability to meaningfully escalate customer concerns. I am requesting that Citibank : Restore the running balance feature or provide a comparable transaction-level balance history. Provide customers with a clear explanation of account balance calculations when disputes arise. Issue tracking numbers for customer feedback and complaints. Provide a clear escalation path for customers seeking review of unresolved concerns. I believe customers deserve transparency regarding how account balances are calculated and should have access to meaningful escalation procedures when questions arise.

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