Consumer complaint received 2026-05-28 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: CA

Complaint narrative:
I am filing this complaint against Citibank due to ongoing misinformation, contradictory explanations, poor customer service, and the mishandling of my credit card account closure and fraud concerns. I discovered that my Citibank credit card account had been closed without warning. When I contacted Citibank immediately to ask why the account was closed, the representative informed me that the closure was related to fraudulent activity on my account. The representative reviewed multiple unauthorized transactions with me totaling nearly {$500.00} and stated that disputes would be filed and the fraudulent charges would be credited back to my account. I specifically asked whether my account would be reopened, and I was told that a new card would be issued and that my account would be reopened once the replacement card was sent. Shortly afterward, I received a letter from Citibank stating that my account had been closed due to missed or late payments. This directly contradicted what I had previously been told by multiple representatives regarding fraud-related activity. I then contacted Citibank again seeking clarification. During these calls, I was transferred between numerous representatives and repeatedly given inconsistent information. Several agents continued to tell me that my account closure was related to fraudulent transactions and that a replacement card would be issued. Later, I received another letter stating that a new account had been opened, while also stating that I had not requested a replacement card. This statement was inaccurate because I did request a replacement card during my earlier conversations with Citibank representatives. Additionally, I never requested that a new account be opened. When I contacted Citibank again to clarify the situation, representatives provided yet another explanation, claiming that the account was closed due to missed or returned payments. I explained that I had never received a clear written explanation for the closure and that the letters I received were inconsistent and confusing. I also asked about the fraud disputes that representatives previously told me had been submitted. At that point, I was informed that no fraud disputes had ever actually been filed on my account despite multiple prior assurances that they had been. Citibank representatives then claimed that a payment had been returned and that this was the reason for the closure. However, I have been unable to verify this claim because I do not see evidence of such a return in my bank account records. I also requested access to my account information so I could review the balance and resolve any outstanding issues, but I was informed that I no longer had access to the account because it had already been closed. Over the course of several weeks, I have repeatedly contacted Citibank seeking a clear explanation and resolution. Instead, I have experienced extremely poor customer service, conflicting statements from representatives, inaccurate information, and a complete lack of transparency regarding my account status, fraud disputes, and payment history. Additionally, I specifically asked whether this closure would impact my credit score and was initially told that it would not. However, during a later call, another representative informed me that it had in fact affected my credit. This inconsistent information has caused significant financial stress and instability. I am requesting that Citibank : 1. Provide a complete and accurate explanation for why my account was closed. 2. Provide documentation regarding any alleged missed, late, or returned payments. 3. Provide records of all fraud reports, disputes, and internal notes related to my account. 4. Correct any inaccurate reporting made to the credit bureaus. 5. Investigate the contradictory and misleading information repeatedly provided by customer service representatives. 6. Ensure that I am not held financially responsible for any fraudulent charges that were previously discussed with representatives. I believe Citibank failed to properly handle my account, failed to communicate accurate information, and caused unnecessary financial harm and confusion through its repeated mishandling of this matter.

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