Consumer complaint received 2026-05-22 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: MD

Complaint narrative:
Account # Name Name As It Appears On the Card : XXXX XXXX Card # XXXX Expiration Date : XX/XX/XXXX CVV Code : XXXX Limit : {$3000.00} I am writing to inform you about the unprofessionalism, unethical, and insensitive service that I received and was provided during a conversation with Citi Customer Service. Not to mention having to decipher the broken English with individuals that apparently was not fluent in ENGLISH visibly inexperience nor the proper training when it comes to customers ; for they were rude ; constantly over talking me not allowing me to speak. Giving me so many different excuses of why this/these brutal action ( s ) were taken place. On Monday, XX/XX/XXXX, I went to purchase gas. When using my Citi card it kept giving me a DECLINED error. I proceeded to check the CITI MOBILE App When that I went to discover the ACCOUNT had been CLOSED. This demeaning and detrimental action ( s ) taken place and occurred without any warning and contacting me were EMBARRASSING, HUMILIATING INCONVENIENCED, causing my checking account to go in the RED with OVER XXXX in OVERDRAFT TRANSACTIONS ; unnecessarily, unauthorized, and with no cause for the monthly payment was only {$51.00}. EVENTS OCCURRED : On and/or around XX/XX/XXXX I submitted a payment of {$500.00} ; minimum payment {$51.00}. On and/or May 7/8 2026, an unexpected charge came through my account. BECAUSE of this payment the {$500.00} that I originally submitted was mot paid due to insufficient funding. Therefore I resubmitted again in the to amount of {$400.00} for the month of XXXX. There were other payments due at the time. Please stay with me while I break this down as the customer service to include a customer service supervisor. When the {$400.00} payment was resubmitted in which that took care of XXXXXXXX XXXX payment. There was No payment due at the time. Which is also stated on the invoice. As I inquired and stated why would you continuously keep submitting the {$500.00} ; when it was annotated NO PAYMENT DUE AT THIS TIME? The first customer service agent that I spoke to kept insisting if I paid the {$500.00} dollars the account could be unlocked! His broken English made it even more confusing for he was not understanding the facts. I asked to speak with a supervisor ( she was worst than the customer Agent ) ; I explained the above. Her first answer was there was no one the company could reverse the overdrafts; constantly saying that it was put through and also stating that she was going to put it through again ; even after I contacted her and infirm what was going ; even tho it was self explanatory and equally wrong. I thought I might take another opportunity to speak with someone that I could understand and to hear me out about the no reason actions. NO SUCH LUCK. Another non verbal broken english agents. This agent informed the following : the after I asked why would you keep submitting that transaction to my account! Her first answer was : you sent XXXX ; I see where you submitted the {$400.00} for XXXX! Exactly so why would you keep submitting the {$500.00}? Her second answer was : you have balance. Yes i do, so we just gon na add that to your balance. Oh no, that's not how that works. I did not give you authorization first of all! Her third answer was : XXXX PAYMENT WAS PAID. The automated system and statement relayed NO BALANCE DUE. Her fourth answer was : you have to put stop payment through your bank ; we can do three times it's in writing. And that maybe true : providing there was not a payment for the month. The mi minimum payment was {$51.00} dollars. I sent a transaction for {$400.00} still after discovering the unexpected charges to my account. because you there was no payment. Then to have the audacity to put my account on hold bf it was even due. I was not behind in my payments I always paid more than the minimum. The card was not maxed out........ so what kind of credit company is really being RAN here! Thanks to the unprofessional and incompetent personnel ; by closing out my ACCOUNT when you were absolutely wrong. This has caused chaos and set backs to some of the monthly bills that automatically taken monthly. You have disrupted my source of income to pay my bills for I have just RETIRED and will not receive any kind of income until XXXX. Not to do mention lowering my CREDIT SCORE I am appalled at the cruel action ( s ) taken place. Worst case scenario I was behind and maxed out as a consumer and guy in business you would've given me no options ; ie work with me, given me the option to work out a payment plan, give me some compassion etc. IF THIS WAS THE CASE. YOU have CLOSED THE ACCOUNT THEREFORE ALL PENDING CHARGES WILL BE ON YOU. I am requesting that my overdrafts be return due to your incompetence and lack of professional and trained personnel. Not to mention charging me for XXXX. When it was not billed to you taking I am appalled and lost for words. XXXX XXXX XXXX XXXX NOTE : I AM PREPARED TO TAKE THIS MATTER THE WAY UP THE CHAIN, CEO/ CORPORATE AND THE XXXX XXXX XXXX PRACTICING POOR CONSUMER SERVICES. ; nit to mention employee not familiar with policies and protocol. . Sent from my 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