Consumer complaint received 2025-11-03 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:
I am writing to formally raise a complaint regarding the handling of my Citi XXXX XXXX credit card account. I am extremely frustrated with the way my account was processed and ultimately closed, and I am requesting a full investigation and prompt resolution. 

After my credit card application was approved, I was asked to submit IRS Form 4506 for income verification. I submitted this form on time and made several follow-up calls to ensure it had been received and was being processed. During these calls, your representatives repeatedly assured me that the form was complete, accurate, and being reviewed. I had noticed that one section was filled incorrectly, but I was led to believe by your staff that this would not prevent the verification from proceeding.

Despite my compliance and multiple confirmations from your team, my account was closed shortly after the form was processed. I was never given the opportunity to correct the minor error I had noticed, nor was I provided with a clear explanation for why the account was closed. This left me questioning whether my information was actually verified before the closure or whether there was an internal error that was used as a pretext for account closure. The lack of transparency and communication in this process has caused me significant stress and confusion. 

I also want to raise that this experience raises concerns about potential discriminatory treatment. As an XXXX immigrant, the handling of my account made me feel dismissed and treated differently, which is particularly troubling in light of broader reports of discrimination in financial services. The lack of clarity and unwillingness to allow me to correct a minor mistake contributes to a perception of unfair treatment and bias. 
Furthermore, this situation reflects poorly on Citis business practices. Even as a large and reputable bank, the abrupt closure of an account without explanation or opportunity to correct a simple error constitutes unfair business practice. The closure has already had a negative impact on my credit report, showing an annual fee balance that should not exist, which is both damaging and unjust. 

I am requesting the following actions : A thorough investigation into why my account was closed. 

A clear and detailed explanation of the closure decision.

Immediate corrective action, including either reopening my account if my information was verified or allowing me to reprocess the form if errors occurred on Citis side.

Removal of any negative impact on my credit report resulting from this account closure. 

This experience has caused me significant frustration and financial harm. I expect Citi to address this matter promptly, fairly, and transparently, taking responsibility for errors and ensuring that customers are treated with fairness and respect, regardless of background.

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