Credit card or prepaid card -- Closing your account -- Complaint #4845825

Complaint Overview

Complaint ID: 4845825

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: Can't close your account

State: Illinois

ZIP Code: 60610

Date Received: 2021-10-26T12:00:00-05:00

Date Sent to Company: 2021-10-26T12:00:00-05:00

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I closed my checking account and credit card account on the same date over the phone. The funds in my checking account were sent to me via check. There was no balance on my credit card. The reason I closed the accounts was that I no longer needed them. The timing of my closing instructions was to assure that I was not billed for an upcoming annual fee. It became apparent to me that my instructions to close the credit card were not followd when I received dunning notices for non payment of minimum balance. I called customer service and after a too long conversation I was told that the appropriate correction would be made. It was not as dunning notices continued. Second call to customer service resulted in transfer to " account retention '' department, Annoying conversation resulted in assurance that account situation would be corrected ( this may have been XX/XX/XXXX ). I began getting phone calls referencing collection. I returned call on XX/XX/XXXX and was transferred to customer service, The resulting conversation was bizarre. I recounted all the above and apparently the bank records reflect my credit card was closed in XXXX and not XXXX and there was a {$50.00} balance for annual fee. I believe the representative understood my position that the fee was inappropriate since I had instructed the bank to close my account but the solution offered is the bizarre part, I was told that the customer service rep was unable to correct the matter. The solution was for me to makea {$50.00} payment and it was promised that the {$50.00} would be returned to me within one or two billing cycles. Despite having lost all faith in the customer service organization at Citi, I did a quick cost benefit analysis and decided to make a payment by giving them the routing number and account number of my current bank and authorizing a XXXX payment, We will see what happens. I think the customer service issues are clear. Do it right the first time and react quickly to errors. I understand that there must be restrictions on making charges against previously recorded income, but is the byzantine solution necessary? Are fees being collected from customers even though unearned. The referral to account retention was problematic to me. Not following my instructions resulted in my account being open on Citi records for 3 months in error. The transfer to account retention shows how important numbers are- they frown on closed accounts. The retention team also offered a " deal '' for me to keep the account open for at least three months more. You have to wonder if the incentives offered are in the best interests of the customers of Citi

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

Related Pages

• Citibank, N.A. Company Profile
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