Consumer complaint received 2026-06-16 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: TX

Complaint narrative:
I am filing this complaint regarding Citi 's decision to close my credit card account despite more than three years of perfect payment history and zero late payments. On XX/XX/year>, fraudulent activity occurred on my XXXX bank account. As a result of the fraud investigation, XXXX froze the account to protect me from further unauthorized activity. On XX/XX/year>, I received notice from Citi that a scheduled payment of approximately {$1700.00} had been returned because the bank account was frozen. This was not due to insufficient funds or an inability to pay. On the same day, I worked with XXXX to resolve the fraud issue and unfreeze the account. Also on XX/XX/year>, I submitted the requested replacement payment to Citi for approximately {$1700.00}. At the time, I was unaware that my XXXX bank account information had been removed from Citi 's payment portal. On XX/XX/year>, I received a second notice from Citi stating that the replacement payment had failed. I immediately contacted XXXX, and XXXX informed me that they had not denied any payment requests. I then contacted Citi and spent approximately 1 hour and 29 minutes on the phone investigating the issue. During that call, I learned that the payment had not been attempted from my XXXX account but instead from an old bank account that I did not normally use. After identifying the issue, I immediately made a full payment of approximately {$2400.00} on XX/XX/year>. On XX/XX/year>, the payment successfully cleared both my bank account and my Citi credit card account. Despite the successful payment and my immediate efforts to resolve the situation, Citi closed my account on XX/XX/year>. Following the closure, I repeatedly attempted to work with Citi to resolve the matter. I made multiple calls to Citi customer service and was repeatedly advised that my account would be reopened after review. During these conversations, I was told various timelines ranging from 48 hours to 15 days and was repeatedly led to believe that reinstatement was expected once the review process was completed. I also attempted to contact Citi 's Executive Response Team directly and left voicemail messages on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/year>. I never received a return call. On XX/XX/year>, I had multiple conversations with Citi representatives, including calls lasting approximately 44 minutes, 13 minutes, and 25 minutes. I also received an incoming call from Citi on XX/XX/XXXX lasting approximately 7 minutes during which I was told I needed to wait 48 hours for the review process. On XX/XX/year>, I received another incoming call from Citi and was advised that the matter had been transferred to the Executive Response Team. After that point, standard Citi representatives informed me that they could no longer assist me because the Executive Response Team had control of the case. Despite my repeated attempts to communicate with Citi and despite being told that my account would likely be reopened, I never received any meaningful follow-up from the Executive Response Team and my account remained closed. At the time of closure, I had maintained more than three years of perfect payment history with Citi and had never made a late payment. I was not experiencing financial hardship and was not attempting to avoid payment. In every instance, I acted immediately to correct the issue and made all requested payments. Citi is currently reporting the account as " closed by credit grantor. '' Although Citi is not reporting any late payments, the closure has negatively impacted my credit profile and has caused financial harm. Most recently, I applied to refinance my automobile loan from approximately 8.7 % interest to approximately 4 % interest while maintaining a similar remaining loan term. The refinance application was denied, preventing me from obtaining financing that would have saved me more than {$1000.00} in interest. I am also planning to refinance my home in the future and am concerned that Citi 's actions may continue to negatively impact my ability to obtain favorable financing. I do not dispute that the payments were returned. However, I believe Citi failed to adequately consider the unique circumstances involved, including a fraud-related bank account freeze, my immediate efforts to resolve the issue, the payment being routed through an old bank account, my reliance on information provided by Citi representatives , and my otherwise exemplary payment history. I respectfully request : 1. A full executive review of my account and the circumstances surrounding the returned payments. 2. A review of all call recordings and account notes related to this matter. 3. Reconsideration of the account closure based on my three years of perfect payment history and immediate corrective actions. 4. A written explanation of why my account was closed despite successful payment and repeated assurances that the account would be reviewed for reopening. 5. Any corrective action Citi determines is appropriate after completing its review. I am seeking a fair review of this matter and a reasonable resolution based on the complete facts and circumstances.

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