Consumer complaint received 2025-09-01 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: FL

Complaint narrative:
I need to close the account that way I need to solve my problem. Please help me with this. I can direct to call you inform my phone number is XXXX I am available Monday to Friday XXXX to XXXX. 

Please listen and see to attached voice and photo then you will understand. 

Voice transcript. 

How would you like to access your information? You can say credit card number, or you can also say social security number. 

You Search a security number SPAM Please say or enter the primary cardholders XXXX digit social security number. Sorry, we didn't. I'm sorry, I didn't get that. Sorry, we didn't find a record for this social security number. Do you need time to find the primary card holder 's social security number? You can say yes or no. I'm sorry, I didn't get that. Please enter or say the primary cardholder 's social security number. Or if you found your credit card number, say credit card number. 

You XXXX SPAM I'm sorry, I still didn't get that. Sorry, we're having so much trouble. You are now in our touchtone system to switch back to our speech enabled system. Press star star at any time or say speech now. 

You Speak now. 

SPAM Please enter the primary card holder 's social security number. 

You XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

SPAM Sorry, we're unable to locate a valid credit card record. Okay. Let 's try this a different way to use your credit card number to look up your credit card information. Press one to use your phone number to look up your credit card information, press XXXX. Please enter a XXXX digit phone number associated with your credit card using your telephone keypad. Your entry does not match any credit card on record. If you would like to provide a different number, press XXXX. Otherwise press XXXX. To better assist you, I'm going to temporarily switch you to speech mode. I'm sorry, we're having some trouble. Let 's try something else. Please tell me the reason you called. 

You I don't know I have account in Citibank, but I had to find, do I have account in Citibank? I want SPAM I need You to SPAM more You know. 

SPAM information on what you would like to do. 

You I want to know there in I have a account in Citibank. 

SPAM Let me see if I can assist. We'll switch you back to our touchtone system now. We understand you'd like to speak with an agent, but it will be a long wait. Avoid waiting on hold. As a reminder, with our automated system, You can get your balance and recent transactions, make a payment, get assistance with your city online account, and more. For faster service, use city online or the city mobile app, where you can do even more. Let me get someone to help you. Please hold. Hi, welcome to the XXXX XXXX. My name is XXXX, how XXXX I help you today? 

You Hi, my name is XXXX. I need to know, is there any account is there my account is there in Citibank? 

SPAM Okay, you You? 

SPAM know, you need to know if you have any account uh in You Yes.

SPAM Citibank. Okay for that I need your social. Give me your social security number so that I can check. 

You OK, my Social Security number is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

SPAM Thank you so much, sir. I can not find any account with your socials. 

You OK, SPAM So there is no account with us. 

You so I will give my phone number. Is there any account or with my phone number? Can you check it, please? XXXX. 

XXXX XXXX, give me your XXXX phone number. Let me check. No, so even with your cell phone, I can not find anything. 

You OK, so I will give my house address. Is there any account in Citibank? Can you find it? My house? 

SPAM I'm sorry, with You address? 

SPAM what? No, sir, I I can not find anything with your address. I can only find with your name with your social or with your cell phone You Oh, SPAM number.

You that's it? So you SPAM Yes.

You you don't find any account in Citibank with my details, right? Social Security and phone SPAM Yes, I You number right?

SPAM don't find anything.

You Okay, thank SPAM Yes. 

You you. Can SPAM Okay then thank you for calling XXXX. 

You you tell your name, please? 

SPAM It's XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

You OK, OK, thank you. 

SPAM Thank you for calling bye bye. 

You OK, a bed.

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