Consumer complaint received 2025-08-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
I am filing this complaint against Citibank regarding their mishandling of XXXX transaction disputes I initiated and their improper closure of my account while disputes were still pending. XXXX conduct demonstrates gross incompetence, misleading representations, and disregard for their own dispute policies. 

Chronology of Events End of XX/XX/year> : I filed XXXX disputes with Citibank. They instructed me to submit evidence, which I did on XX/XX/year>. Of these, XXXX transactions involved XXXX and XXXX. Citibank representatives correctly advised me to file those disputes directly with those companies, which I did. That left XXXX disputes with Citibank totaling {$2300.00}. 

XXXX XXXX  : Citibank sided with the merchants on my disputes. Their letters contained generic language and ignored the evidence I submitted. It was clear they had not reviewed my documentation. I appealed these decisions and submitted appeals in XX/XX/year> ( around XX/XX/year> ). By this time, I began receiving some credits back for certain disputes. XXXX also issued me a credit. 

Account XXXX : At XXXX point, my account was negative {$2300.00}. After partial credits, it was still overdrawn by around {$1000.00}. I began receiving calls from Citibank simply notifying me that my account had a negative balance. During those calls, I explained I was in the middle of the dispute process and referenced XXXX own disclosures that disputes XXXX take XXXX days to resolve. The representatives told me they would note my account. I specifically asked if my account would be closed during this time, and I was told nothat as long as disputes were pending, the account would remain open and protected from closure. 

XX/XX/year> : I discovered I still had XXXX final dispute to file for {$300.00}. Citibank told me they could not assist me over the phone and instructed me to send a written letter with evidence, which I did and emailed the same day. 

XX/XX/year> : I checked my app and found my account had been closed. I immediately called Citibank and requested to speak to a supervisor. At XXXX XXXX XXXX XXXX, I spoke with XXXX, who admitted he could file a complaint but stated nothing would come of it and that the account would remain closed. 

XX/XX/year> ( later that day ) : I called Citibank again to obtain specific information on my disputes ( dates filed, status, and outcomes ). On the CFPB complaint form, I was asked whether Citibank provided this information. I marked no because despite trying, I never received it. I was passed around between multiple representatives, kept on hold, and after more than XXXX minutes on the phone with XXXX, she disconnected the call without giving me the information I requested. I never received a complete accounting of my disputes. Additionally, regarding my last dispute for {$300.00}, I was first told I could email a request to reopen the case. When I called back later the same day, I was told instead it had to be faxed. This shows clear incompetence and contradictory guidance from Citibank staff who do not know their own procedures. 

Why This Is Wrong Citibank misrepresented material facts to me. Their representatives explicitly told me my account would not be closed while disputes were pending. 

Citibank closed my account prematurely in violation of their own disclosures, which state disputes can take up to XXXX days to resolve. 

XXXX dispute review process appears incompetent and negligent, as their letters ignored the actual issues and evidence I submitted. 

I was given contradictory instructions by Citibank staff : at XXXX point told to email my dispute request, and later told it must be faxed. Their employees could not give me consistent or reliable guidance on basic procedures, wasting my time and delaying the resolution of my disputes. 

When I asked Citibank for basic information ( such as dispute dates and statuses ), they failed to provide it. My call with XXXX is a clear example : I was kept on the line for over XXXX minutes, only to be hung up on without answers. 

The premature account closure has caused significant harm, including loss of account access, reputational damage, unnecessary stress, and confusion created by Citibanks repeated misinformation. 

Under Regulation Z of the Truth in Lending Act, creditors are required to fairly investigate billing disputes and provide accurate, timely information to consumers. Citibank failed to meet these obligations. 


XXXX XXXX XXXX mishandling of this matter has caused me significant stress, wasted hours of time on the phone, and left me in financial uncertainty. I relied on their written disclosures and the repeated assurances of their representatives. Instead, I was given incomplete information, contradictory instructions, and had my account closed before my disputes were even resolved. This has undermined my trust in Citibank and caused me unnecessary hardship as a consumer who was actively trying to resolve issues in good faith.

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