Consumer complaint received 2026-01-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
XX/XX/XXXX Re : Formal Notice of Dispute, Retaliatory Account Closure, Regulatory Reporting, and Demand for Immediate Remedial Action I am writing to formally dispute Citibanks unilateral closure of my XXXX XXXXbranded Citibank credit card account in early XX/XX/XXXX. The account was closed without prior written notice, without a meaningful explanation, and despite being in good standing. This action occurred after Citibank had actual notice of extensive criminal fraud affecting my banking relationships and immediately following my husbands firm escalation to Citibank supervisors regarding Citibanks improper denial of account access. The timing and circumstances of this closure raise serious concerns regarding arbitrariness, retaliation, and unfair discretionary practices.

This correspondence constitutes a formal notice of dispute, a demand for corrective action, and a regulatory escalation notice. Due to Citibanks conduct, this matter has been reported to the appropriate federal oversight authorities. 

In XX/XX/XXXX, my husband and I discovered extensive criminal fraud and embezzlement involving three then-current employees acting collaboratively with a former employee. These individuals gained unauthorized accesswithout our knowledge or consentto our personal, business, and financial information. My husband is a physician in private practice, and the employees roles provided them with access to sensitive information that they subsequently misused. The scope of the fraud exceeds {$300000.00} and is currently under investigation by the XXXX XXXX Police Department and the Federal Bureau of Investigation. 

Citibank was notified of these facts on multiple occasions and acknowledged this disclosure by issuing a replacement card and assuring me that my account would not be adversely affected.

At no time was my account delinquent. I consistently paid at least the minimum amount due and frequently paid substantially more. Any isolated payment reversals were promptly cured and directly attributable to third-party criminal activity and temporary banking restrictions, all of which were disclosed to Citibank.

On or about XX/XX/XXXX, my husband and I escalated concerns to Citibank supervisors after being denied access to available credit. No warning of account closure was provided.

On or about XX/XX/XXXX, I discovered that my account had been closed. Citibank refused to provide any written policy basis for the closure, stating only that it was discretionary.

Within days, Citibank began marketing unsecured personal loan products to me, undermining any claim that the closure was based on legitimate risk assessment.

The closure caused an immediate drop of at least XXXX points in my credit score and significant financial and emotional harm. I am XXXX  XXXX and receive XXXX benefits. 

While this letter does not allege criminal liability, Citibanks conduct is consistent with practices scrutinized under federal consumer-protection law, including the Consumer Financial Protection Act ( 12 U.S.C. 5531 ) and the Fair Credit Reporting Act ( 15 U.S.C. 1681 et seq. ).

Accordingly, I demand that Citibank : 1. Provide a detailed written explanation of the policy basis for closure ; 2. Correct any adverse credit reporting ; 3. Reinstate the account without prejudice, or confirm no permanent adverse designation ; 4. Explain the inconsistency in offering new credit products ; 5. Preserve all records relating to this matter.

Any reinstatement shall be without prejudice to my rights.

Sincerely, cc : Citibank Executive Customer Relations ; Citibank Legal & Regulatory Affairs ; Consumer Financial Protection Bureau ( CFPB ) ; Office of the Comptroller of the Currency ( OCC ) ; XXXX XXXX XXXX XXXX XXXX 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