Credit card -- Closing your account -- Complaint #18103959
Complaint Overview
Complaint ID: 18103959
Company: Citibank, N.A.
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Closing your account
Sub-Issue: Company closed your account
State: New York
ZIP Code: 11101
Date Received: 2025-12-02T12:00:00-05:00
Date Sent to Company: 2025-12-02T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
My Citi credit card account was recently closed without proper explanation, and as a result, all of my accumulated reward points were forfeited immediately. I had a significant amount of points earned through consistent spending and loyalty to XXXX products. The account disruption happened because I experienced temporary issues with my bank. During this period, I still made sure to continue paying my balance by making payments in person and through money orders. These issues were out of my control, and I acted responsibly to keep the account updated. However, once the account was closed, Citi made it extremely difficult for me to make payments. I was unable to log in right away, and I had to go through multiple steps just to access the account and pay what I owed. At Citi branches, they do not allow cash payments, and I was told I must purchase a money order and present the physical credit card even though the card was no longer valid or usable. This created unnecessary obstacles and made it much harder for me to stay current. Despite all this effort, Citi closed my account anyway and removed all my earned rewards without giving me any opportunity to resolve the matter or redeem the points I rightfully earned through qualifying purchases. This feels extremely unfair and misleading to customers. I believe XXXX actions negatively impacted me financially and created unreasonable barriers that made it difficult to manage and pay the account, even though I acted in good faith.
Frequently Asked Questions
What is Complaint #18103959 about?
Complaint #18103959 was filed against Citibank, N.A. regarding Credit card specifically about Closing your account. It was received by the CFPB on 2025-12-02T12:00:00-05:00.
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.