Credit card -- Problem when making payments -- Complaint #17970120
Complaint Overview
Complaint ID: 17970120
Company: Citibank, N.A.
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-Issue: Problem during payment process
State: Florida
ZIP Code: 331XX
Date Received: 2025-11-27T12:00:00-05:00
Date Sent to Company: 2025-11-27T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am an existing Citi credit card customer and have been unable to access my account through Citis website or app for more than two months. When I attempt to verify my identity, Citis systems do not recognize my phone number or SSN, making it impossible to view my balance, obtain my statement, or make payments. I have contacted Citi repeatedly on the following dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Each time I was told the issue could not be resolved, that they could not locate my account, or that no assistance could be offered. No escalation was provided and no alternative method of payment or statement access was given. Despite this, Citi continues to email me as a customer with my name, card type, and last four digits ( Citi Double Cash, cardmember since 2014, ending in XXXX ). This clearly shows the account exists and Citi is actively communicating with me. The problem is a digital access / identity verification failure, not that the account does not exist. I am acting in good faith and simply want to pay my bill. Citi has prevented me from accessing my account or making timely payments despite repeated attempts. I am requesting : 1. Immediate restoration of access OR a direct method to obtain my balance and make payments, and 2. Removal of any fees or negative reporting caused by Citis system failure and lack of assistance.
Frequently Asked Questions
What is Complaint #17970120 about?
Complaint #17970120 was filed against Citibank, N.A. regarding Credit card specifically about Problem when making payments. It was received by the CFPB on 2025-11-27T12:00:00-05:00.
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.