Consumer complaint received 2026-06-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Application denied
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
In XX/XX/year>, I applied for a Citi / AAdvantage XXXX XXXX XXXX XXXX. Citi denied my application and stated that " the credit privileges on your existing account ( s ) are currently restricted. '' The denial is particularly confusing because I currently maintain another Citi credit card account that remains open and in good standing. In addition, I maintain a credit score exceeding XXXX, annual income exceeding {$300000.00}, and an otherwise strong overall credit profile. While I understand that Citi may consider factors beyond credit score and income, the reason provided does not appear consistent with my current financial standing or existing relationship with Citi. Following the denial, I submitted a written request for executive review and clarification. Specifically, I asked Citi to identify the restriction being referenced, explain whether the restriction was related to prior account history from several years ago, and confirm whether any internal restriction remains in place despite my active Citi account. Rather than providing clarification, Citi responded with a generic form letter stating only that I did not meet its internal approval criteria and that it would not disclose its specific approval requirements. Citi did not answer any of the questions I asked, did not explain the meaning of the stated restriction, did not identify what account is allegedly restricted, did not explain whether any restriction remains active today, and did not identify the actual basis for the denial. This is not a meaningful response to the information requested. Citi cited a specific reason for denying my application, yet when I requested clarification regarding that reason, the company refused to provide any substantive explanation. If Citi is relying on an internal restriction, prior account history, or other relationship-based criteria, it should clearly disclose that fact rather than provide a vague explanation and then refuse to clarify it when asked. As a consumer, I should be able to understand the basis for an adverse credit decision, particularly when the reason provided appears inconsistent with my current account status and financial profile. Citi 's response has prevented me from determining whether inaccurate, outdated, or misleading information is being relied upon and has deprived me of any meaningful opportunity to address or understand the issue. In addition, Citi 's failure to provide a substantive explanation has negatively impacted my ability to manage my personal and business travel expenses. I am a long-time XXXX XXXX customer and applied for this card specifically because of its travel benefits, airport lounge access, expense management features, and integration with my ongoing travel activity. Without a clear explanation from Citi, I have no way of knowing whether I am subject to an undisclosed internal restriction or whether I will continue to be denied access to products that support my travel needs. I am not asking that Citi be forced to approve my application. I am requesting that Citi provide a complete and transparent explanation regarding the stated restriction, identify whether any internal relationship-based restriction exists, explain whether prior account history is affecting my eligibility for new credit, and provide a substantive response to the questions raised in my executive review request rather than a generic form-letter response. I respectfully request that Citi fully investigate this matter and provide a detailed explanation of the basis for its decision so that I may understand the reason for the denial and determine whether any inaccurate, outdated, or undisclosed information is being relied upon.

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