Consumer complaint received 2025-09-08 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:
XXXX'My actions are documented in the letter I have added below.  This letter was set to the Citi bank Executive response team after multiple calls to the customer service department at Citi Bank. I received a telephone call from the XXXX XXXX XXXX I was told that since I had violated the terms of the card holder agreement the account was closed, my rewards were forfeited and they would not reinstate the account.  The gentleman that called me was not willing to discuss any of the circumstances that led to this issue. This issue occurred when I followed the instructions I was given by Citi Bank and by XXXX XXXX to resolve a double deduction that had occurred when I used the CITI ap to pay my credit card bill. I have never been late in my payments to Citi bank and paid the balance due in full.  My stopping payment on what I was told was one of the double payments was not in anyway an attempt to defraud the bank or violate and terms, I was attempting to correct an issue created using the Citi Bank ap.   I think I am being unfairly penalized for actions that I did not willfully intend to happen and the bulk of this issue was created by poor and incomplete instructions originating from Citi Bank and XXXX XXXX. XXXX XXXX XXXXExecutive Response TeamXXXX XXXX XXXX SOUTH DAKOTA XXXXRE: The closure of my XXXX  Citi Bank Visa account XXXX XXXX XXXX XXXX XXXX XXXXDear SirsXXXXCiti bank has closed my account with the claim that I violated the accounts terms and conditions which is not true. Please understand the circumstances that led to the issue of a returned check. XXXXIn XXXX  I logged on to the Citi app to make my monthly payment. I entered the amount XXXX that I wanted to pay but realized that it was the wrong amount.  I backed out of that payment, changed the amount to XXXX and then completed the payment. For some reason Citi withdraw both the first amount that I cancelled and then withdrew the corrected amount that I wanted to pay.  I received confirmation of the second amount of XXXX and nothing indicating that both amounts had been withdrawn from my XXXX checking account. I did not realize this had occurred until I received a notice from XXXX  of my account being over drawn. I contacted both Citi bank and XXXX  and was told that the best way to resolve the issue was to have the bank issue a stop payment of the XXXX amount, that advice was given to me by the Citi back representative that I spoke with and confirmed by the XXXX  representative as also being the best course of action.  I was not informed that the stop payment would affect any Citi back payments nor that it would be in effect until XXXX When I checked by XXXX  account a few days later I discovered that both payments had been returned so I immediately made a payment through the XXXX  bill pay system to cover the original  payment I want to make but due to the stop payment that was in place that I did not know was still in effect that payment was also returned even though it originated from XXXX.  When I discovered that issue I called XXXX  and that was when I learned of the stop payment being in place until XXXX XXXX.  I immediately made a XXXX. payment which was successfully credited to my account. I ask that you reopen my account and reinstate the rewards dollars that I have earned.  The return payments were not my fault they were due to misinformation and possibly a glitch in the app that caused the original payment to process twice with two different amounts. I have never been late on payment to Citi bank. I have exceptional credit. I have been using the account extensively at XXXX  and for many other items. I do not feel I am being treated equitably and I really resent that I am expected to forfeit almost XXXX in rewards that I have earnedXXXXPlease reinstate my account and allow me to retain and continue to earn the rewards offer by Citi Bank'

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