Consumer complaint received 2024-10-11 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: NJ

Complaint narrative:
Subject : Costco Citi card was closed without any intimation ; Lost USD XXXX rewards and also my stature ( I always pay my bills on time and the XXXX instances of late payment on Citi cards was not my fault ) I have been using Costco Citi credit card for past 7 years and had a good track record of making the payment on time. Since XX/XX/XXXX, the online bill payment was not functioning for some reason which is not known to me. Called up the XXXX bank XXXX Bank XXXX XXXX XXXX to understand why the payment was declined, and they confirmed that I had enough balance to clear the payment AND that the issue is at Citi that they need to fix. Hence, I started monitoring the payment every month since XX/XX/XXXX on the XXXX to understand whether the payment is done or not. On XX/XX/XXXX too, I got a message on Citi login ID that there is no due amount from my end ( screen-print is included here for your reference - from Citi card account on the payment due and from the XXXX XXXX XXXXXXXX account XXXX prove my balance available that day to clear the payment if received from Citi ) XXXX Upon realizing that the payment was declined ( for reasons unknown to me at that time as I had enough money left in the payee account for the payment to clear ), I manually made the payment from same Payee account by say XXXX of the months ( XXXX and XX/XX/XXXX ) As my card was declined by stores when I used it on XX/XX/XXXX, XXXX etc, I called up Costco Citi support to discuss the same. They never bothered to intimate that the card account is closed because of late payment. 
1. 2 automatic payments returned in XXXX and XX/XX/XXXX, but I made the payment within the next working day or a week ( as soon as I came to know that the payment didnt go thru ). Remember, these are automatic payments scheduled in Citi online account and never had any trouble until XX/XX/XXXX ( Screen print of the history of payments included below ) 2. Called up XXXX XXXX XXXX from where the payment is made, and came to know that the routing number used in Citi automatic payment was incorrect. The Online payment was scheduled when I got Citi card XXXX years back. I never made any changes to the online payment thereafter and am not sure why Citi was sending the payment request to an incorrect routing number. I always maintain enough balance in my XXXX XXXX XXXXXXXX Checking account to manage my bill payments. ( Screen print of the amount available in my checking acct is included to prove that there was enough funds for payments to go through ) 3. I had $ XXXX {$700.00} worth of reward points in my Citi card account that I dont see now. Am I going to get this back though the account is closed? 
4. Interest {$39.00} charged on XX/XX/XXXX. Not sure what this is all about as the payment is not due until XX/XX/XXXX. ( Screen print included ) 5. Called up Citi customer support on XX/XX/XXXX ( to ensure that the payment due on XX/XX/XXXX was processed and got confirmation from the agent that it was done ), XX/XX/XXXX, XXXX ( when the credit card was declined by the merchants when I tried to pay for some services ) 6. Sent the following documents in USPS mail to the Costco Citi card mailing address XXXX XXXX XXXX XXXX XXXX MO on XX/XX/XXXX.

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 non-monetary relief