Consumer complaint received 2026-06-07 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: WA

Complaint narrative:
I am filing a complaint regarding Citibank 's handling of the closure of my XXXX XXXX XXXX account and its subsequent refusal to reopen the account. In XX/XX/XXXX, Citibank closed my account after XXXX payments were returned. XXXX XXXX later confirmed in writing that the returned payments were caused by a XXXX XXXX error and were not the result of any misconduct, insufficient funds, or wrongdoing on my part. After receiving XXXX XXXX 's letter, Citibank repeatedly informed me that the letter had not been received. I spent significant time following up with both institutions. Citibank later acknowledged receipt of the letter but still refused to reopen the account. Citibank 's XX/XX/XXXX response states that it declined to reopen the account because my TransUnion credit report showed a paid or unpaid delinquent credit obligation. However, according to information provided directly by TransUnion, my most recent delinquency dates back to XX/XX/XXXX. This raises a significant concern. If the XX/XX/XXXX delinquency is the item Citibank relied upon, then that information existed on my credit report before Citibank originally approved my account. Citibank nevertheless approved and maintained the account until the XXXX XXXX payment error occurred. Only after XXXX XXXX admitted fault and I requested reinstatement did Citibank cite my credit report as a reason for refusing to reopen the account. Additionally, in Citibank 's XX/XX/XXXX letter, Citibank stated : " Our records indicate that no adverse information has been reported to the consumer reporting agencies regarding the account ( XXXX ) referenced in your letter. '' This statement appears inconsistent with Citibank 's reliance on a years-old credit item that existed before approval and had no apparent connection to the XXXX XXXX XXXX XXXX that triggered the account closure. My concerns are : XXXX. Citibank failed to properly investigate the XXXX XXXX documentation. XXXX. Citibank repeatedly provided inaccurate information regarding whether the XXXX XXXX letter had been received. XXXX. Citibank relied upon a credit-report item that existed before it originally approved the account. XXXX. Citibank provided shifting and inconsistent explanations throughout the process. XXXX. Citibank refused to restore more than {$260.00} in earned XXXX XXXX despite the underlying payment issue being caused by XXXX XXXX and not by any fault of my own. XXXX. Citibank has not adequately explained why a credit item that existed prior to approval suddenly became a basis for denying reinstatement after XXXX XXXX admitted responsibility for the payment issue. I have retained XXXX XXXX 's written admission of error, Citibank 's letters dated XX/XX/XXXX and XX/XX/XXXX, and my communications with TransUnion regarding the age of the delinquency referenced by Citibank.

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