Consumer complaint received 2025-01-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: CITIBANK, N.A.
State: GA

Complaint narrative:
After exhaustive attempts to resolve this issue internally, I'd like to lodge a formal complaint against Citi Bank. This in regard to the erroneous closure of my Citi Rewards credit card, which was a direct result of a bank error by XXXX XXXX, not any fault of my own. 

I had been making extra payments of {$200.00} on my Citi Rewards credit card. Unbeknownst to me, my bank, XXXX XXXX, had an automatic stop payment policy for any payments matching this amount. Consequently, after XXXX such payments were stopped, Citi Bank closed my credit card account. 

A conference call was lodged between the XXXX banks and following significant time spent investigating this, it was determined that this automatic stop payment policy was the reason for the account closure. A Citi Bank representative informed the XXXX XXXX representative that a letter would be required from XXXX XXXX indicating that this was a bank error. XXXX XXXX complied and provided the requested letter which Citi Bank received in XX/XX/year>. 

However, rather than reinstating my account, Citi Bank implemented a very surprising caveat. They informed me that I would need to go through the entire process of reopening the account, which included disclosing private financial information as if I were applying for a new account from scratch. This directly contradicted the earlier guidance provided by XXXX from Citi Bank, who explicitly stated that only a letter from XXXX XXXX confirming the bank error was necessary. As noted by Citi Bank, that was on the record. 

Despite my efforts to explain the circumstances, Citi Bank has continued to complicate the situation rather than follow its own stated process. I've even earned rewards that I'm unable to access for redemption. My case was escalated to the Executive Response Team, which upheld the demand for my personal information. I actually believe this was an automated response, as the Executive Response Team is tasked with thoroughly investigating matters and implement a fair and cohesive process for consumers. Based on their generic response, I do not believe a physical human being investigated this matter. Nevertheless, there is absolutely no reason to provide my personal information to reopen an account that was closed due to no fault of my own. This requirement is unreasonable, especially considering the facts : XXXX. The closure was due to a verified bank error, not consumer fault. 
XXXX. I was making payments XXXX times the minimum due, demonstrating responsible credit usage. 
XXXX. My account was in good standing with no history of delinquency. 

I've been trying to resolve this matter since, XX/XX/year>. At this point, it is evident that Citi Bank 's handling of this matter constitutes a stall tactic and an unfair practice inconsistent with fair crediting and banking laws. Their actions have caused unnecessary stress and inconvenience. It is vital for financial institutions to adhere to fair lending practices and avoid imposing undue burdens on consumers, particularly when errors are clearly on the part of the financial institution and not the consumer. 

I am requesting the immediate reinstatement of my Citi Rewards credit card without the need to provide any additional financial information, as the error was fully documented and resolved between the XXXX financial institutions involved. 

I trust the Consumer Financial Protection Bureau will investigate this matter thoroughly and ensure Citi Bank complies with fair banking laws, thereby preventing further harm to consumers subjected to similar practices. 

Thank you for your attention to this very important matter! 

Sincerely, XXXX XXXX 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 explanation