Consumer complaint received 2024-09-28 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: AZ

Complaint narrative:
See Contact Date Information below. Fraud investigation began XX/XX/XXXX. I found out through other institution account ( XXXX ) that all accounts were affected including CitiBank account. Fraudster hacked into my XXXX account and accessed everything including hacking/changing my email and phone number keeping me from having ANY knowledge of what was occurring for many months beginning around fall of XXXX through XX/XX/XXXX, when I found out about what was occurring. Citibank advised at the outset in XXXX it would take 60 days ( two billing cycles ) to process my fraud in the account. In actuality it took Citi almost 5 months to clear and close the fraud process. 
In XXXX, XXXX, Citi undertook to close my account just after their 60 day period had ended but the process had only begun, nowhere near completed. In XXXX, XXXX, a conversation with a representative in Citi fraud advised my account would not be closed, nor would I have any responsibility to make payments on any final amounts and all insterest involved would be reversed ( if any ) until the fraud was completed and closed. Citi did not do that and unilateraly closed my account as I stated in XXXX, XXXX. 
At the completion of the fraud, I had what was advised I had roughly {$57.00} left as a balance that were fees and interest ( which I was advised I would not have ). I was advised by Citi to pay that amount immediately and they would reopen my account. I told them I would but that amount was to be refunded to me as it was charges I was told I would not have to incur due to the fraud. I paid the account via phone payment from my checking account. Citi representative then went to reopen my account. I was denied reopening. I am furious. They stated I had late payments on two months. Those two months were during the time I did NOT have access to my account, statements, informed of any statements or balance, due to the hacking and fraud hijack of my information ( ID theft ), and I advised this at the outset. Had Citi not closed my account during the fraud investigation, which I was advised in XXXX would not occur, this would never have happened. 
See attached documents which clarify in detail appeals from me, and most importantly, the timeline by date of all communications verbally and in writing with Citi involving the fraud case. It is most important to read the timeline information in detail noting what I was advised by agents of the bank within their authority to do so along with commentary on each call summary. I have highlighted in bold and underlined bold where the absolute most important information had been discussed and/or advised to me. 
On the attached documents it is also very important to see the CITI ACCOUNT CLOSURE NOTICE XXXX Annotated. The highlighted sentence on that notice is vital. That sentence states " As I requested '' the account be closed. That is patently not true. I would not request it be closed. Citi closed it inappropriately on their own. I am quite disturbed by that statement, in fact. 
The documents uploaded and attached are not all of them, but the most important as I see it. Citi has all documents and documentation in the file involving my fraud case.

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