Consumer complaint received 2025-12-08 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: MI

Complaint narrative:
What Happened? 

I am filing a complaint regarding Citibanks mismanagement of a Form 4506-C request, which led to the wrongful closure of all my Citi credit accounts, forfeiture of rewards points, and subsequent mishandling of my credit balance refund.

Timeline of Events : XX/XX/year> : I opened two Citi XXXX XXXX XXXX. 

XX/XX/year> : Citi requested I provide IRS Form 4506-C ( XXXX  Request for Transcript of Tax Return ). I mailed the completed form promptly. 

XX/XX/year> : One week after the mail was delivered, I called Citi Customer Service to check the status. The representative explicitly stated that they had not received the form and that the mail was likely lost. They instructed me to send a new copy of the same form. 

Late XX/XX/year> : Relying on the representative 's statement that the first form was lost, I followed instructions and mailed the exact same form again. 

XX/XX/year> : Without warning, Citi closed all my existing credit card accounts ( not just the new ones ) and forfeited all accumulated rewards points. 

XX/XX/year> : I contacted Citi Customer Service to appeal the closure. The representative explicitly stated that a supervisor would contact me to resolve the issue. I never received this call. 

Post-Closure Explanation : When I contacted Citi regarding the closure, they stated the reason was that I " provided the wrong 4506-C form twice. '' This creates a logic trap : I only submitted the second ( identical ) form because their agent told me the first was lost. Had the agent correctly informed me the first form was received but contained an error, I would have corrected it. Instead, I was misinformed, leading to the closure.

Further Issues and Misinformation : Re-application Denial : As a representative informed me I was eligible to re-apply Citi credit cards. On XX/XX/year>, I applied for a Citi AAdvantage Platinum card, but it was rejected solely because " The credit privilege on your existing account ( s ) are currently restricted. '' This contradicted the advice given by the previous agent and resulted in a wasted hard inquiry on my credit report. 

Lack of Accountability : On XX/XX/year>, I contacted Citi again regarding the account restriction. I was once again promised a supervisor callback. For the second time, no one contacted me. 

Failure to Refund Credit Balance : The account closures resulted in a refund of annual fees, creating a negative balance ( credit owed to me ) on one of my cards. On XX/XX/year>, I requested this balance be transferred to my checking account. The agent confirmed the request but failed to process it. 

Excessive Follow-up Required : I was forced to call three times between XX/XX/XXXX and XX/XX/year>, to finally get the transfer processed. 

Summary of Harm : Citis customer service provided false information regarding the status of my documents, denying me the opportunity to fix a clerical error. Citi never informed me that resubmitting the form would jeopardize my cards or lead to closure. Furthermore, despite multiple promises on XX/XX/XXXX and XX/XX/XXXX, supervisors failed to contact me. This negligence led to the closure of long-standing accounts, the loss of rewards, and an unjustified decrease in my credit score.

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 monetary relief