Consumer complaint received 2024-12-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: CITIBANK, N.A.
State: IL

Complaint narrative:
I called XXXX bank on XX/XX/XXXX ( XXXX ) screen shot of date i called is attached, because I had tried to close my account and pay off a balance and I recieved a letter saying I still had a balance. I called and made the statement balance payment of {$120.00} to close the account and be done with CITI bank as they are absolutely abhorrent. The rep I spoke with stated their was a {$0.00} account balance and the account was closed. I was relieved that I could finally terminate my relationship with CITI bank as they have been nothing but trouble and frustration. XX/XX/XXXX, I got several emails stating there was a hit to my XXXX score ( was at XXXX ) I've always had nearly perfect credit, but now there was a hit due an " account being 30 days past due. I checked my XXXX, and any other accounts and all of them had a XXXX balance. Because they have been so horrid to deal with, the thought crossed my mind that it might be CITI bank. Of course it was. It said the statement balance was {$140.00}! I cut up the card in XXXX and have no used it since which means CITI bank LIED when he told me there was XXXX balance when I stated repeatedly I wanted to close the account and not deal with them anymore. When I called again to try and close my account, I got a representative who refused to issue me a statement in writing saying the account was closed and had a XXXX balance. This is in direct violation to THE CREDIT CARD REPORTING ACT of XXXX. When she escalated the call, I got an even worse representative named XXXX Employee # XXXX who also refused to sent a statement to me and just repeated herself over and over saying she was " taking a payment but this did not include fees, interest, new charges '' etc... I had stated about XXXX times that I wanted to never deal with CITI bank XXXX, wanted to close my account, and wanted assurance there would be no need charges ( FEES ) attached to the card as I wasn't using it and cut it up back in XXXX. XXXX then said " so I heard you never want to hear from us again? '' I said yes that was correct after the account was closed, and the balance was paid off. XXXX then put me on hold and came back and said " okay I have removed you from any further communication with CITI bank ''. I knew exactly where she was going with her charade and said " so if you guys tack on more hidden fees to an account I am trying to close, I won't be notified is that correct? '' She said " yes ma'am, that's correct ''. That is not what I was trying to do, she was just playing games, then she told me she didn't like my tone ''. Then she asked me if I wanted her tl reverse the payement? It was obviously apparent XXXX was not interested in resolving anything. So abhorrent I was at a loss for words. I got a reference number for my payment which I used their automated system to make sure my statement remained at a {$0.00} balance, and will continue to do so as their reps can not be trusted. My fico score dropped XXXX points yesterday after dealing with them when it was THEIR rep who told me the account had a XXXX balance and it was closed in XXXX. When I told chayra all of this she stated she had " no idea what was said by who etc ''. That's a complete lie, they have a running log of who talks to what client and what is said. I want my fico score back as this is a blatant abuse of fees, hidden charges, being lied to by CITI bank. I have a right as a consumer to recieve a copy of my statement for records to get piece of mind that I can severe ties with this atrocious company and never deal with them again.

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