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:
I am submitting this complaint regarding the extremely poor customer service and account management I have experienced since Citi assumed management of our business credit card account from XXXX. Prior to the transition, our company had been a XXXX business credit card customer for years without any significant issues. Payments were processed through AutoPay, account access was straightforward, and customer service was responsive when assistance was needed. Since Citi took over the account, we have experienced a series of disruptions that have negatively impacted our business operations. First, all of our business credit cards became unusable because the account was apparently frozen due to a payment issue. We received no notification, warning, email, letter, or phone call advising us that there was a problem. When our employees began experiencing declined transactions, we initially contacted XXXX because we were unaware that Citi had assumed responsibility for the account. We later learned that the account had transitioned to Citi. Resolving this issue required multiple phone calls and significant time spent navigating Citi 's customer service system. The disruption impacted our day-to-day business operations and could have been avoided with proper communication and account management. After finally making a payment over the phone and restoring the account, a second issue arose. We have been unable to gain online access to our business credit card account. For more than two weeks, I have repeatedly contacted Citi seeking assistance. Our objectives are simple : access our statements, monitor account activity, and establish AutoPay to prevent future payment issues. Each interaction follows the same pattern. After waiting 20 to 40 minutes to reach a representative, I am told that a correction has been made and that access should be restored within 24 hours. However, access is never restored, forcing me to call again and repeat the entire process. To date, the issue remains unresolved. In addition to the ongoing access problems, the quality of customer service has been unacceptable. Hold times are excessive, representatives frequently provide inconsistent information, and several interactions have been unprofessional and unhelpful. As a business owner and financial manager, I find it concerning that a major financial institution can not provide reliable access to a business credit card account or resolve a straightforward online access issue despite multiple requests over an extended period. The cumulative effect of these failures has resulted in unnecessary administrative burden, wasted employee time, disruption to business operations, and a complete loss of confidence in Citi 's ability to manage our account. I am requesting that Citi : Immediately restore full online access to our business credit card account. Ensure AutoPay can be established and verified. Provide an explanation regarding the account freeze and why no notification was provided. Review the customer service failures and repeated inability to resolve this issue despite numerous contacts. Our company intends to move our business relationship elsewhere as soon as practical. However, I believe the CFPB should be aware of the significant customer service and account management deficiencies we have experienced since Citi assumed control of this account.

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