Consumer complaint received 2025-02-11 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: TX

Complaint narrative:
XX/XX/XXXX Citi Customer Service XXXX XXXX XXXX XXXX XXXX XXXX XXXX Dear Sirs : As a customer with Citbank since XXXX, all payments have been make on time for the last 34 years. In the last two years, divorce proceedings began with my estranged wife, who was making payment on this credit card for the last several years. She returned two payments, one ending in account closure on XX/XX/XXXX. No notification was sent regarding the returned payments as an old undeliverable email address was on file. When notified finally by letter to my home address, communication with Citibank began immediately on numerous occasions to resolve the issue. After being charged a membership fee on XX/XX/XXXX for the upcoming year ( XX/XX/XXXX XX/XX/XXXX ) it was reiterated to each customer service associate and collections representative in contact with that the XXXX membership fee would not be paid for a card that had been inactivated for use. If the membership fee was credited the remaining balance would have been paid back when the account was closed. 
Listed below are the numerous attempts with Citibank to resolve this issue. 
XX/XX/XXXX : spoke to XXXX in collections, explained issue, escalated to XXXX XXXX identified as Citicard manager in Arizona office ) neither were able to resolve the issue XX/XX/XXXX : spoke to XXXX and was escalated to XXXX XXXX identified as escalator with Citicard ) : XXXX submitted a request to open the account. 
XX/XX/XXXX : spoke with XXXX in Florida office, then was escalated to XXXX XXXX identified as Citicard account manager ) then was escalated to XXXX ( identified as Citicard customer service manager in Executive department. All representatives unable to resolve the issue. 
XX/XX/XXXX : spoke to XXXX in collections department, was escalated to XXXX in customer service, then escalated to XXXX XXXX identified as manager in Arizona office ) who assured me she would put in a request to her manager to remove the {$590.00} membership fee, noting that the fee was charged XX/XX/XXXX, and account was closed on XX/XX/XXXX a mere 5 days after. She advised to me to call back in 2-3 business days at which time I could request the agent on the phone to internal message XXXX through the system and I could be reconnected with her to continue to try and resolve the issue. 
XX/XX/XXXX : Attempted to reach XXXX as she had advised me, no one was aware of any kind of internal messaging system that she had promised I would be able to reach her again by. I first spoke to XXXX ( collections department ) and was escalated to XXXX XXXX identified as account manager ) at which time the call became disconnected. Upon calling back I spoke with XXXX in collections who advised me to pay the balance minus the membership fee, but did not have the ability to credit it himself. I was escalated to XXXX in customer service, who was not able to credit the fee, then escalated to XXXX XXXX identified as XXXXenior Account Supervisor ) who also attempted to have membership fee removed and was unsuccessful. She advised there was no one above her with senior authority that I could be escalated to at that point and advised me to send mail correspondence to your XXXX XXXX XXXX XXXX XXXX XXXX 
As a nearly 35 year customer of your bank, I would expect much better customer service than I have received over the last several months. Not only am I ever able to have one point of contact, no one has any authority to make a simple adjustment to the account. A membership fee charged for the upcoming year 5 days before the bank closes the account and I am unable to use the credit card is in no way a valid charge. 
Please either reinstate the account so and remove all late fees and interest charges or remove the {$590.00} membership fee and all late fees and interest charges so the valid balance due may be paid. A failure to comply with either of these requests shows an extreme lack of judgement on a well respected bank such as your company. Denying either request will force this issue into legal action. 
Please be advised the Consumer Financial Protection Bureau, the Federal Trade Commission, the XXXX XXXX XXXX as well as my lawyer, XXXX XXXX, have all been copied on this letter.

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