Consumer complaint received 2025-11-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
On XX/XX/XXXX I received a phone call from Citibank XXXX XXXX unit requesting for me to return their phone call in an urgent matter and they gave me a reference number, extension and phone number to call over voicemail. I called them back later the same day. The person who answered the phone told me to identify a charge that was made with my debit card on XX/XX/XXXX. My first thought is why they would be asking about a single charge made over a month ago and why this wasn't an urgent matter. After verification of the charge, she then proceeds to tell me that I have to speak with another department over the phone. I wait on the line until another person answers the phone claiming they're with the fraud unit at Citibank. She asks my name and to again verify all the transactions made on my bank account. I proceed to verify all transactions to be true. She then asks me to verify all of my personal information after I already verified my transactions. I give her all the right account information, such as my phone number, address, name that is listed on my account. After doing so she then requests that she is again with the fraud department and they need my account closed due to there being fraud occurring on this account. I politely asked her how there is fraud happening if I had already verified all of the transactions on my account and my personal information twice. She then puts me on a long hold and returns to say that my bank information has been posted online. She does not go into detail nor explain where this information was listed online. I explain to her that there is no way that is possible as it is a new bank and I keep all of my information secure. At this point I am very confused on the reason for this phone call in the first place and questioning the validity of any of the information she is giving me. She again says that I will need to go into a Citibank branch and close my account. I explain to her I can't do that since there are no citibank offices in my city or area and I am unable to travel to XXXX and that is why I opened my bank account online. I ask her why she is not able to close my account if they are affiliated with Citibank. To answer that she gives me the number : XXXX to call and select option XXXX to close my account over the phone and she mentions I need to do this ASAP. I should preface this with saying that I've had no issue with any of my online services or bank account until this phone call, but heir customer service is another story as all their agents have been extremely unhelpful and rude. The first time I ever called to inquire about my new account, my call was answered and then muted. I am very disappointed and unhappy and regret ever opening an account with them. I have not done anything wrong and my bank account is still in perfect standing since opening. I am only assuming this is under the bias of discrimination as I believe they just didn't like me as a person nor my financial situation.

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