Consumer complaint received 2026-07-07 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
On XX/XX/year>, I updated my XXXX payment account within the Citi Mobile App to a new XXXX checking account after my previous XXXX checking account had been closed and replaced for security reasons. The Citi Mobile App showed that the new XXXX account was successfully linked and selected for XXXX. Despite this, Citi 's XXXX system continued attempting to withdraw payments from my previous closed checking account instead of the updated XXXX account that I had selected. As a result : Citi charged me XXXX returned payment fees totaling {$200.00}. My XXXX XXXX XXXX account was closed. My credit profile was negatively impacted. I lost cashback opportunities after my account was closed. I spent many hours communicating with Citi customer service, preparing supporting documents, gathering evidence, and attempting to resolve this issue. My wife and I were required to take time off work to visit a Citi branch in XXXX XXXX because customer service instructed us that the branch would be able to assist. The branch staff and manager reviewed the issue but informed us they did not have authority to resolve it and referred us back to Citi customer service. I also incurred mailing, printing, and document preparation expenses in order to submit supporting evidence requested during this dispute process. Following Citi 's instructions, I paid all outstanding balances and returned payment fees in full. I then requested that Citi reopen my account, but Citi denied my request because my account history showed returned payments within the previous XXXX months. Citi 's XXXX XXXX states that no system error occurred and that my XXXX XXXX XXXX XXXX XXXXXXXX remains available. However, after my account was closed, I could no longer access my rewards through the Citi Mobile App. When I select the " Rewards '' section, the application displays the message : " We're sorry, but we are unable to retrieve your Rewards details at this time. Please try again later. '' As a result, I have no practical way to verify or access the rewards that Citi states remain available. This issue was not caused by a refusal or failure to pay. I updated my payment account before these returned payments occurred. The Citi Mobile App indicated that my new XXXX checking account had been successfully linked and selected for XXXX, yet Citi 's payment system continued attempting withdrawals from my previous closed account. Citi has not explained this discrepancy between the mobile application and its internal XXXX records. I respectfully request that CFPB ask Citi to : Conduct a full investigation into the discrepancy between the Citi XXXX XXXX and Citi 's AutoPay system. Refund all returned payment fees totaling {$200.00}. Restore any rewards or benefits that I was unable to access because of the account closure. Correct any inaccurate account information or credit reporting related to these returned payments, if applicable. Reconsider the decision to deny reopening my XXXX XXXX XXXX account. Provide a written explanation of why the Citi Mobile App showed my updated XXXX account as active while XXXX continued attempting payments from my previous closed account. Review appropriate reimbursement or compensation for the documented financial losses, mailing costs, work time lost, and significant inconvenience caused by this matter.

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