Consumer complaint received 2026-06-15 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: FL

Complaint narrative:
I am filing this complaint at the direction of Citibank 's own correspondence, which three times referenced the CFPB as the oversight body for this creditor. I am a XXXX XXXX XXXX AAdvantage member, a XXXX XXXX Miler for life, and hold Executive Platinum status AA 's highest publicly available tier. BACKGROUND This account originated as a XXXX AAdvantage Aviator XXXX XXXX XXXX Mastercard ( ending XXXX ) in XX/XX/XXXX. I maintained a perfect record for nearly 9 years XXXX late payments, XXXX fees, XXXX interest across XXXX consecutive months with a credit limit that grew to {$36000.00}. In early XXXX, XXXX transferred the AAdvantage portfolio to Citi through a corporate acquisition I had no part in initiating. TEN COMMUNICATIONS XXXX DISCLOSURE OF CLOSURE RISK Between XX/XX/XXXX and XX/XX/XXXX, Citi sent ten formal communications about this account. Not one disclosed any closure risk : a XX/XX/XXXX transfer notice welcoming me as a Citi customer and stating the account would automatically transfer ; a XX/XX/XXXX eighteen-page welcome package ; a XX/XX/XXXX email stating we are excited to welcome you as a customer, confirming ineligible accounts would receive XXXX communications none were received ; XX/XX/XXXX confirmations of Citi Online registration , Citi Alerts setup, and a {$14000.00} payment accepted by Citi from an external bank account consistent with my practice of paying before or at the monthly due date ; a XX/XX/XXXX welcome email encouraging card spending ; a XX/XX/XXXX travel benefits email ; a XX/XX/XXXX operational email instructing me to destroy my XXXX card ; and a XX/XX/XXXX marketing email sent one day before closure urging me to start earning AAdvantage miles. On XX/XX/XXXX, nine days before closure, I purchased two XXXX XXXX tickets totaling {$1800.00} on this card. Citi issued a statement XX/XX/XXXX showing a {$36000.00} credit limit, XXXX fees, and XXXX miles earned nine days before closure with no indication of any problem. THE CARD CARRIER LETTER PRIMARY EXHIBIT On XX/XX/XXXX, I received a card carrier letter : INTRODUCING YOUR NEW CITI/AADVANTAGE XXXX XXXX XXXX XXXX MASTERCARD. It confirmed Account Credit Limit : {$36000.00}, displayed Welcome to Citi and ACTIVATE AND EXPLORE, with two physical cards affixed. I never activated either card. I never detached either card from the letter. They remain attached to this day. Three days later XX/XX/XXXX Citi closed the account. I never made a single Citi transaction. HOW I DISCOVERED THE CLOSURE On XX/XX/XXXX, I was traveling internationally. A {$570.00} charge to the same XXXX merchant I had used XX/XX/XXXX was rejected. I called Citi at XXXX XXXX ET confirmed by my phone log showing a 29-minute call to XXXX ( XXXX ) XXXX. The closure email arrived at XXXX XXXX five minutes into the call. After consulting internally, a Citi representative told me the issue came from the banking side, not the credit card side independently confirming the core argument of this complaint. I request the CFPB require Citi to produce the recording of this call. CITI 'S STATED REASON AND ITS INADEQUACY Citi cited a banking relationship termination in XX/XX/XXXX. The XXXX letters Citi provided are exclusively deposit account closure notices ATM cards, debit cards, checks, overdrafts with no reference to credit cards or future preclusion from credit products. This account did not exist as a Citi product in XXXX. When Citi responded to my dispute, they attached only one of two deposit account letters no credit card closure letter. If the XXXX termination extended to credit products, Citi would have produced that documentation. They did not. I request the CFPB require Citi to produce any such documentation. I retained XXXX deposit account closure letters along with Citi correspondence dating to XXXX, demonstrating a consistent practice of preserving documents. The absence of any credit card closure letter from my records strongly suggests none was ever issued. In XXXX, the same year Citi terminated its relationship with me, XXXX independently evaluated my creditworthiness and issued their XXXX XXXX XXXX Mastercard. Over 9 years XXXX maintained that relationship, growing the limit to {$36000.00} with XXXX adverse actions directly contradicting any suggestion the XXXX Citi decision reflects my creditworthiness. Additionally, the XX/XX/XXXX welcome package contained an arbitration provision with a rejection deadline of XX/XX/XXXX nine days before closure. A consumer can not make an informed legal decision about arbitration rights when the counterparty is concealing the account 's imminent closure. Citi 's own billing statements issued XX/XX/XXXX and XX/XX/XXXX display Member Since XXXX, confirming Citi received the complete 9-year account history when they acquired the portfolio. That history showed 83 consecutive months of perfect payments, XXXX fees, XXXX interest, and a credit limit grown to {$36000.00}. A genuine human review would have found no basis for closure. The facts are consistent with an automated system acting on a XXXX unreviewed determination without evaluating the actual 9-year record Citi 's own systems confirm they possessed. THREE CREDIT CARDS. 46 COMBINED YEARS. XXXX CREDIT ISSUES. This closure follows a pattern established in XXXX when Citi simultaneously closed two AAdvantage credit cards one held since XXXX ( 20 years ) and one since XXXX ( 17 years ) both with exemplary histories and neither receiving a credit-specific closure notice or justification. Across three Citi credit cards spanning 46 combined years, not a single adverse credit event was ever recorded. The credit record has never been the issue not in XXXX, not in XXXX, not in XXXX, not in XXXX. Citi is applying a banking-side determination to a credit-side relationship without credit-specific review or nexus between the two. There is no banking relationship to cure it ended in XXXX. Had Citi contacted me before closing this account, I would have voluntarily closed it rather than face negative credit reporting an option denied me without notice. PREDETERMINED RESPONSE On XX/XX/XXXX, I submitted a formal dispute. On XX/XX/XXXX at XXXX XXXX, Citi promised a deliberate thorough review within 15 days. At XXXX XXXX the same day less than 5 hours later Citi 's Office of the President issued a final response that did not address a single argument raised. THE CREDIT REPORTING HARM Had Citi disclosed the closure risk at any point across ten communications, I would have closed the account voluntarily resulting in clean Closed by Consumer coding. Instead : XXXX shows XXXX Closed By XXXX ; XXXX shows Account closed at credit XXXX 's request on record until XX/XX/XXXX. This harm is direct, measurable, factually inaccurate closed for banking-side reasons without credit review and a consequence of Citi 's concealment, not my conduct. Citi had months to manage this internally without imposing negative coding on a spotless 9-year account. Notably, the physical closure notice Citi mailed XX/XX/XXXX states : As requested, we've closed your account language used for voluntary consumer-initiated closures. I did not request this closure. Citi 's own documents are internally inconsistent about who initiated it further confirming the negative credit reporting notation is factually inaccurate. SYSTEMIC DISORGANIZATION Citi 's own portal, accessed XX/XX/XXXX, simultaneously displays This account is closed AND A new card is in the works your card will be arriving soon, be sure to activate it. Citi shipped a second set of cards on XX/XX/XXXX two weeks after closing the account which have not been received. Citi 's portal confirms AutoPay settings from XXXX did not carry over never disclosed in any of the ten pre-closure communications, exposing consumers relying on AutoPay continuity to potential late fees on a closed account. WHAT I AM REQUESTING 1. Full explanation of the XXXX termination and production of any documentation extending it to credit products. 2. Reconsideration of the closure. 3. Correction of negative credit reporting on all three bureaus the notation is factually inaccurate as this was not a credit-side closure and Citi 's own physical notice used voluntary closure language. 4. CFPB consideration of whether Citi 's conduct ten communications with XXXX closure risk disclosure, card issuance, payment acceptance, spending solicitation the day before closure, and application of a 9-year-old banking determination to a credit relationship without credit review constitutes an unfair, deceptive, or abusive practice. The harm is substantial negative credit coding until XX/XX/XXXX. It was unavoidable Citi 's concealment denied the opportunity to close voluntarily. There was no countervailing benefit Citi had months to conduct this review without imposing this harm. 5. Investigation of whether other XXXXto-Citi transferees were similarly affected. 6. Production of the XX/XX/XXXX call recording. 7. Recognition that Citi holds an exclusive co-brand agreement covering all AAdvantage consumer credit cards in the United States. There is no alternative card that earns AAdvantage miles. This closure eliminated my ability to use any credit card to support a 29-year loyalty relationship through no fault of my own and before a single Citi transaction was made. I have exhausted all direct dispute channels with Citi. Full detail and 28 supporting documents are attached as a Supplemental Narrative. Citi 's own correspondence twice directed me to the CFPB I am using exactly the channel they identified. Citi internal reference number : XXXX. XXXX XXXX XXXX XXXX, notified and confirmed the matter is under review by their AAdvantage department, assigned reference number : AA Ref # XXXX.

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