Consumer complaint received 2024-04-26 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: CA

Complaint narrative:
Citibank erroneously closed my XXXX  XXXX  credit card ending in XXXX on XX/XX/2024. Citibank did not provide any warning or notice prior to account closure. I received an explanation letter dated XX/XX/2024 stating that my XXXX  XXXX  credit card ending in XXXX was closed because " a recent review shows XXXX or more late or returned payments in the past XXXX months on this or another related account ''. 

I reviewed my most recent XXXX  months of all of my Citi credit card statements, which all showed XXXX fees, and XXXX interest. All payments were successfully processed, no bounced/returned/late payments, and no fees assessed for these issues. I have attached all recent XXXX statements for the erroneously closed Citi XXXX XXXX credit card ending in XXXX. If need be, I can provide the XXXX recent months statements for my other XXXX Citi credit card accounts. 

I reached out to Citi by the customer service phone number provided on the explanation letter, but Citi 's customer service was not able to find any further details as to why my account was closed. So it seemed to be closed in error. 

After account closure, I took responsible action to pay off all remaining balance on this account by the same statement cycle, which ended XX/XX/2024. 

Citi also sent a series of contradictory emails in XX/XX/2024 and XX/XX/2024, leading up to my Citi XXXX XXXX credit card account closure date of XX/XX/2024, in which Citi communicated that I am a loyal customer in good standings and with no problematic issues that would warrant an abrupt account closure. 

I am attaching emails from Citi during XXXX and XX/XX/2024 : XX/XX/2024 : Citi stated that " Youre XXXX of our best customers '', and automatically increased the credit limit on my XXXX XXXX card form XXXX to XXXX XX/XX/2024 : Citi invited me to submit for a credit limit increase on my XXXX  card. 

XX/XX/2024 : Citi sent a notification email of approved credit limit increase to from XXXX  to XXXX on my Citi XXXX  card. 

XX/XX/2024 : Citi send an email stating that I am a loyal XXXX XXXX  cardmember, and offering a welcome bonus of up to XXXX on Citi 's investing platform. 

XX/XX/2024 : Citi XXXX XXXX invited me to get a personal loan of up to XXXX 

As my most recent XXXX statements show, there was no failed payment transactions during the past XXXX months leading to XX/XX/2024, that would warrant any abrupt account closures. If there was late payment or returned payment issue, Citi should have penalized me ( late fee, interest charges, returned payment fee ) or forewarned me. None of which happened. 

Due to sudden account closure, I am not able to redeem XXXX of pending XXXX points from my final XX/XX/2024 statement cycle purchases ( XXXX ) and payments ( XXXX ). Per the XXXX  XXXX rewards program, XXXX  % of these final statement purchases and payments total XXXX in XXXX points, which I am owed. The sudden erroneous closure unjustly denies me of these hard earned XXXX points.

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 non-monetary relief