Credit card or prepaid card -- Closing your account -- Complaint #4591657
Complaint Overview
Complaint ID: 4591657
Company: Citibank, N.A.
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Closing your account
Sub-Issue: Company closed your account
State: District of Columbia
ZIP Code: 20017
Date Received: 2021-08-01T12:00:00-05:00
Date Sent to Company: 2021-08-01T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I have been a Citi credit card customer for 28 years. I have an active, recurring monthly charge on the card. Today ( XX/XX/2021 ), I tried to log into the account to see if the new monthly charge had come in. I see a message that says that the account is closed. I call Citi and they say that they sent me an email ( one only ) on XX/XX/2021 notifying me that cards without a US address would be closed on XX/XX/2021. I have two addresses on file, one overseas and one in the US, as I am back and forth between both countries. Citi confirms to me on the phone that they see the US address and notes that I had even updated it in XX/XX/2021 from one state to another. Yet, they still closed my account. They inform me that they will need to run another credit report to open my account ( closed for exactly one day! ) and that it will take 5 business days ( starting Monday as today is Saturday ) for them to investigate my address (!?! ). I tell me that my one monthly recurring charge will be booked in the next five days and ask for a solution. They tell me that I will just have to contact that company and have the charge booked to another credit card. There is so much wrong about this whole story ( only one email notice, a policy that would not seem to apply to me, lack of effort / empathy to offer a solution to a long term customer ... ), but it is just bad PR for the bank.
Frequently Asked Questions
What is Complaint #4591657 about?
Complaint #4591657 was filed against Citibank, N.A. regarding Credit card or prepaid card specifically about Closing your account. It was received by the CFPB on 2021-08-01T12:00:00-05:00.
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 or prepaid 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.