Consumer complaint received 2025-02-16 00:00:00
Product: Credit card — Store credit card
Issue: Closing your account — Company closed your account
Company: CITIBANK, N.A.
State: WA

Complaint narrative:
Dear CFPB, XXXX XX/XX/year>, I attempted to purchase major appliances on the XXXX XXXX website. During checkout, I was given the option to sign in to my XXXX XXXX XXXX Credit Card account to use that payment method. Upon logging in, I noticed that XXXX credit card accounts were listed, XXXX of which showed XXXX available credit. 

To clarify this discrepancy and ensure my account reflected only the correct card with a {$5000.00} limit, I called the XXXX XXXX XXXX Credit Card customer service number. Unfortunately, I encountered an extremely limited and unhelpful automated system that did not provide an option to speak directly with a representative. The system forced me to select an option before proceeding, so I chose the one that seemed closest to my issue. 

To my shock, the automated system proceeded to close my account entirely without my consent. I repeatedly shouted, " No! No! No! '' in an attempt to stop it, as the system claims to be voice-responsive. However, it ignored my input, stated that the cancellation was irreversible, and ended the calldespite my clear and repeated objections. 

I immediately called back and, after XXXX minutes of frustrating navigation through the same unhelpful automated menu, I was finally able to reach a representative. I explained the situation and emphasized that the automated system had closed my account without my authorization. The representative told me there was nothing they could do. 

I then requested to speak with a XXXX. When I was transferred, the XXXX was dismissive and uninformed, incorrectly stating that " its impossible to have XXXX XXXX XXXX credit cards. '' She also reiterated that there was nothing they could do and that I would need to reapply. When I attempted to further explain how their system had wasted my time and caused unnecessary frustration, she showed no concern and ultimately hung up on me. 

Request for Compensation At this point, I have no interest in continuing any business relationship with XXXX XXXX. This experience has not only been frustrating and unacceptable but has also caused unnecessary stress and wasted a significant amount of my time. 

The following issues should not go unaddressed : A deeply flawed automated system that took an irreversible action without my explicit consent. 
The complete failure of customer service to resolve or even acknowledge the issue in a meaningful way. 
The loss of my time and frustration caused by being forced to navigate an ineffective system, then being treated dismissively by both a representative and a XXXX. 
I am formally requesting compensation for the time and inconvenience I suffered due to XXXX XXXX negligent account management practices and the complete failure of their customer service team to provide a solution. Additionally, I would like written confirmation that this unjustified account closure will not negatively impact my credit score. 

This situation has left me with no confidence in XXXX XXXX business practices, and I will be taking my business elsewhere. However, I expect accountability for the time I have wasted due to XXXX XXXX 's failures. 

I appreciate your prompt attention to this matter and look forward to a response that includes a meaningful resolution.

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