Credit card -- Other features, terms, or problems -- Complaint #11891194
Complaint Overview
Complaint ID: 11891194
Company: Citibank, N.A.
Product: Credit card
Sub-Product: Store credit card
Issue: Other features, terms, or problems
Sub-Issue: Problem with customer service
State: New Mexico
ZIP Code: 870XX
Date Received: 2025-02-01T12:00:00-05:00
Date Sent to Company: 2025-02-01T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
My husband passed away on XXXX/XXXX/XXXX. On XX/XX/XXXX I made an ACH payment of {$260.00} to pay off the balance on his Citi Bank XXXX XXXX card. ( As I have done with all his other CCs with no problem ). I was my intention to track his CC for recurring payments and pay off balances, prior to closing. Later that same month I see that Citi Bank had ( supposedly ) returned the payment I made and began charging interest on his account. I called Citi Bank and let them know that my husband had passed away. I said I would like to pay off balances and asked why they had returned payment. They said they would take finance charges off account but I could not pay off account and I would be getting bill from XXXX XXXX. At that point account was closed and I was no longer able to access his records. In early XXXX, I received a bill from XXXX XXXX for {$670.00} but with no details of specific charges or merchants, which I expected and need for my records. On XX/XX/XXXX, I called Citi Bank Probate department requesting the last XXXX statements from husbands account showing itemized charges and merchants. I also complained to them about how they had handled his CC, especially for someone who had always paid his bills on time. They said they needed marriage license and death certificate, which I provided them. On XX/XX/XXXX, I got a letter from Cit Bank stating they could not provide me with the statements as it wasnt clear that I was authorized to act on husbands behalf. Mind you, I live in NM, which is a community property state, so marriage license and death certificate should have been sufficient. But on XX/XX/XXXX, I provided them with Durable Power of Attorney showing me as agent, again requesting last XXXX statements, prior to paying of any bill. Then, in researching this further, I find that the {$260.00} payment I made back in XXXX, which was supposedly retuned to me by Citi Bank, has not been credited back to my account. ( The XXXXCH department of my bank is requesting the XXXX tracer number so they can research if further ). On XX/XX/XXXX, I requested the XXXX tracer number on the supposedly returned ACH payment and again requested the last XXXX statements on husbands account. Again, I let them know how poorly they had handled the situation. At best, it is incompetence with systems not communicating, at worst, fraudulent practices by Citi Bank. And again, I am not going to pay off anything until I receive the information I have requested and to which I am entitled.
Frequently Asked Questions
What is Complaint #11891194 about?
Complaint #11891194 was filed against Citibank, N.A. regarding Credit card specifically about Other features, terms, or problems. It was received by the CFPB on 2025-02-01T12:00:00-05:00.
How did Citibank, N.A. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against Citibank, N.A.?
Yes, visit the Citibank, N.A. company profile at readthecomplaint.com/company/citibank-n-a to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.