Consumer complaint received 2026-03-10 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: CA

Complaint narrative:
The best way would be to share with you my letter I wrote Citi credit card. I had a huge problem with XXXX and since they lie to the banks and credit cards re : disputes, Citi assumed I was giving them false claims. All the items I complained about were returned to XXXX. Re : FORMAL COMPLAINT & REQUEST FOR RECONSIDERATION OF ACCOUNT CLOSURES Personal Credit Card : XXXX Business Credit Card : XXXX To the Citi XXXX XXXX XXXX, I am writing to formally dispute the abrupt and unexplained closure of my personal credit card, business credit card, and checking account. I have been a customer of Citibank for over 2 years, and during that entire time, I have never been late on a single payment. I consistently pay more than the minimum due and have responsibly utilized Citi XXXX XXXX. I am a model customer, which makes this sudden and uncommunicated decision to close all my accounts feel like a profound betrayal. According to a letter I received, the accounts were closed due to " too many disputes / misrepresentation of details. While I understand that a high volume of disputes can raise flags, the context surrounding these disputes is critical and appears to have been ignored. I am not a high-risk customer ; I am a victim of merchant fraud. They had an altercation on. The vast majority of my disputesapproximately 90 % were against a single merchant, XXXX. Whatnot is an online auction platform with a well-documented history of fraudulent activity. Over a two-month period, I purchased numerous items that were either : Not as described. Damaged or tampered with upon arrival. Never delivered ( resulting in empty packages ). The nature of the platform, where auctions happen every few seconds, resulted in a high volume of small transactions that all stemmed from the same underlying issue : the merchant 's failure to deliver items as promised. The remaining disputes were against XXXX XXXX, an international seller from XXXX that shipped items that arrived soaking wet, crushed, and unrecognizable. Regarding XXXX 's Responses to Citibank : I believe Citibank may have received misleading information from XXXX regarding my disputes. XXXX has sent a generic form letters that all say the exact same thing : that I never reached out to them and that I never expressed dissatisfaction. This is completely false. I sent them numerous emails over the course of two months. They did not answer a single one. In fact, they have now XXXX my account and prevented me from accessing my own account, making it impossible for me to communicate with them or retrieve my order history. They are actively preventing me from resolving this issue, yet they are telling Citibank that I am the one who failed to communicate. This is a fraudulent practice on their part. In every case, I was exercising my legal and contractual right to dispute charges for goods I did not receive or that were not as described. I have extensive documentation to support every single claim, including : Photographs of damaged and tampered packaging from XXXX. Photographs of empty packages received from XXXX. Photographs of the soaking wet and crushed items received from POP MART. Screenshots of the numerous emails I sent to both merchants attempting to resolve the issues directly, none of which were answered by XXXX. Proof that my XXXX account has been blocked, preventing me from accessing order information or contacting them. To close all of my accountsincluding my business credit card which is essential for my livelihoodwithout any prior warning was a shocking and unfair decision. My assistant discovered the personal card was declined while trying to make a legitimate purchase. This action has not only disrupted my business operations but has also severely damaged my credit score, making it impossible for me to open new accounts elsewhere for a situation that was entirely beyond my control. I am requesting an immediate manual review of my account history. I ask that you separate the merchant-specific disputes with Whatnot and POP MART from the overall risk assessment of my customer relationship. My history with Citi has been flawless, and this was my first and only experience with a high volume of disputes, driven entirely by the failure and active fraud of those specific merchants. Also by permanently closing these accounts the over XXXX miles that I have earned on XXXX XXXX are lost immediately and that is so unfair. This is something that Im not willing to accept. I spent that money I paid my credit card on time every single month for two years so I need to get everything put back to where it was please I never misrepresented anything in my disputes. All of them are honest and I have evidence to back it up. I am not willing to pay down the balances on these accounts until this matter is resolved and the accounts are reopened, as I believe the closures were made in error and without proper investigation. However, I would much prefer to find a resolution that allows me to continue my long-standing relationship with Citi. I expect a written response to this complaint within 15 days. Please contact me at [ Your Phone Number ] to discuss reinstating my accounts. Regards, XXXX 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