Consumer complaint received 2025-04-11 00:00:00
Product: Credit card — Store credit card
Issue: Trouble using your card — Can't use card to make purchases
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
**Subject : Formal Complaint Regarding Frozen My Best Buy Credit Card Account - Account Number : XXXX XXXX XXXX XXXX - Demand for Immediate Action and Information** **Certified Mail - Return Receipt Requested** Dear Sir/Madam, This letter serves as a formal complaint regarding the unauthorized and indefinite freezing of my My Best Buy Credit Card account, account number XXXX XXXX XXXX, and the egregious lack of communication and customer service I have experienced in attempting to resolve this issue. 

My account was frozen on or around XX/XX/year>. Since that time, I have made multiple attempts to contact your customer service department at ( XXXX ) XXXX, only to be repeatedly transferred to the fraud department. Upon reaching the fraud department, I have been consistently informed that I must wait for a letter, phone call, or text message for verification purposes. To date, XX/XX/year>, despite waiting for 10 days, I have received no such communication. 

This lack of proactive communication and the indefinite nature of the account freeze are causing significant inconvenience and potential financial harm. Furthermore, I have not received any periodic statements for my account, making it impossible for me to ascertain my current balance, recent transactions, and payment obligations. This directly violates my rights under the **Truth in Lending Act ( TILA ) and its implementing regulation, Regulation Z**, which mandates that creditors provide periodic statements to consumers. Specifically, **12 CFR 1026.7** outlines the required content and delivery of these statements. Your failure to provide these statements is a clear violation of these regulations.

The continued freezing of my account based on unsubstantiated suspicions of fraud, without providing a clear and timely pathway for verification, also raises concerns under the **Fair Credit Reporting Act ( FCRA ) **. If the suspicion of fraud is inaccurate, maintaining this freeze and failing to provide me with access to my account and information could lead to negative reporting on my credit file, which would be a violation of my rights under the FCRA to accurate credit reporting.

Specifically, **15 U.S.C. 1681i** outlines the procedures for correcting inaccurate information in a consumer 's credit report. Your current actions are preventing me from even understanding the basis of the alleged fraud, thus hindering my ability to identify and dispute any inaccuracies, should they exist.

Furthermore, your refusal to provide me with basic account information, even after I have purportedly verified my identity through other means ( such as providing my Social Security number, my current address, phone number, email address, and credit card account number ), demonstrates a severe lack of customer service and potentially constitutes an **unfair or deceptive practice**. 

**Demand for Immediate Action : ** I hereby demand the following immediate actions : 1. **Immediate Unfreezing of My Account : ** Provide me with a clear and immediate pathway to verify my account and have the freeze lifted within **five ( 5 ) business days** of the date of this letter. Specify exactly what information or action is required from my end to complete this verification process. 2. **Provision of Account Statem
ents : ** Immediately provide me with copies of all account statements for the past month and further. These statements should clearly detail my balance, transactions, and payment due dates.

3. **Explanation of the Reason for the Freeze : ** Provide a detailed explanation in writing regarding the specific reason for the suspicion of fraud that led to the freezing of my account. 
4. **Contact Information for Resolution : ** Provide me with the direct contact information ( phone number and email address ) of a specific individual within your fraud department who is directly handling my case and can provide timely updates.

**Legal Ramifications of Negligence and Impact on Credit Score : ** Please be advised that if your negligence and lack of adequate customer service result in negative reporting on my credit file due to the account freeze or your failure to provide necessary account information ( leading to potential missed payments, though I can not make them due to the freeze and lack of information ), I will pursue all available legal remedies to protect my rights and financial well-being. 

This includes, but is not limited to : * **Filing complaints with regulatory agencies : ** As previously stated, I will file complaints with the Consumer Financial Protection Bureau ( CFPB ), the Federal Trade Commission ( FTC ), and the Texas Attorney General 's Office regarding your unfair and unlawful practices. * **Legal action for damages : ** If my credit s
core is negatively impacted as a direct result of your negligence and failure to provide adequate service, I will consider pursuing legal action against Citibank N.A . to recover damages, including but not limited to any financial losses, emot
ional distress, and damage to my credit reputation. The **Fair Credit Reporting Act ( 15 U.S.C . 1681s-2 ) ** outlines the responsibilities of furnishers of information to credit reporting agencies, and your failure to handle this situation responsibly could lead to liability under this Act.

I expect a prompt and satisfactory response to this letter within **ten ( 10 ) business days** of your receipt. Failure to take immediate and appropriate action to resolve this issue will leave me with no alternative but to escalate this matter further.

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