Consumer complaint received 2026-03-07 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 have held this Citibank credit card account for approximatelyXX/XX/XXXXyears with a credit limit of about {$50000.00} and a perfect payment history. The account has always been current. On XX/XX/year>, I discovered that Citibank had closed my account without notice. I noticed this while attempting to activate newly issued replacement cards reflecting my legal name change to XXXX XXXX, which I had recently submitted to Citibank along with documentation to update my profile and close an unrelated legacy business account. At the same time, I also discovered that a {$10000.00} balance transfer check ( # XXXX ) issued by Citibank had been dishonored after it had already been deposited into myXX/XX/XXXXXXXX account. The deposit initially posted on XX/XX/year> and was later reversed on XX/XX/year> with a Return Item Chargeback. When I contacted Citibank customer service and spoke with supervisors, I was informed that the account had been closed due to a {$61.00} returned payment. However, the returned payment appears to have resulted from an automated processing error. The XXXX statement balance was {$6100.00} with a minimum payment of {$61.00} due by XX/XX/XXXX. By XX/XX/XXXX, the account had already received {$4200.00} in credits from merchandise returns, and I also made a manual payment of {$2500.00} on XX/XX/XXXX. This resulted in {$6800.00} applied to the account prior to the due date, which fully satisfied the statement balance and minimum payment. Despite the balance already being paid in full, Citibanks system still attempted to process an additional {$61.00} autopay withdrawal on XX/XX/XXXX. That automated payment attempt was returned because the payment source was a XXXX account that has Citibank listed as a blocked vendor following a fraud-related issue last summer. Because the statement balance had already been fully satisfied, this autopay attempt should not have been initiated. The returned autopay appears to have triggered Citibanks decision to close the account. At the time the account was closed : The account was current and paid as agreed Citibank had already honored a {$24000.00} balance transfer check associated with a promotional XX/XX/XXXXoffer valid through XXXX The account still had available credit when the additional {$10000.00} balance transfer check was issued and later dishonored Citibank supervisors confirmed to me that the account remains current and that the promotional balance transfer terms are still active, but they were unable to reopen the account and did not provide an explanation for why the autopay was attempted after the balance was already satisfied or why the balance transfer check was reversed. I believe the account closure and dishonoring of the balance transfer check resulted from an automated payment processing error rather than any failure to make required payments.

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