Credit card or prepaid card -- Trouble using your card -- Complaint #5274029
Complaint Overview
Complaint ID: 5274029
Company: Citibank, N.A.
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-Issue: Credit card company won't increase or decrease your credit limit
State: New Jersey
ZIP Code: 078XX
Date Received: 2022-03-01T12:00:00-05:00
Date Sent to Company: 2022-03-01T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I have had a Collateral Holding Account ( CHA ) secured credit card with Citi Bank since XX/XX/XXXX with a balance of {$300.00} that I contributed myself. XXXX XX/XX/XXXX, my card gets renewed for another year and the account can not be converted to an unsecured card after that date. Annually in XXXX, I receive a letter from Citi telling me whether or not my card can be switched to an unsecured and thus far, it has sill required a Collateral Holding Account. The letter provides no insight as to why I do not qualify for an unsecured card or what criteria is reviewed. This year, I received the letter in the mail on XX/XX/XXXX dated for XX/XX/XXXX with again no explanation as to why I was denied an unsecured card. I called Citi Bank on XX/XX/XXXX and spoke to XXXX ( ID # XXXX ) who told me that a denial reason should have been included on the first letter and because it was not included, a new letter was sent out with a denial reason and I should receive it within 7-10 business days. On XX/XX/XXXX, I called Citi Bank again because I did not receive the letter that XXXX told me was sent out. I spoke too a woman on the phone, whose name and ID # i did not get, who told me no such letter exists so it was never sent out. She informed me that it was Citi Banks " internal policy '' to not inform customers of the denial reasons nor the criteria of which the decision is based. I asked to be transferred to someone who reviews the account and makes the determination as to whether or not a CHA is converted into a unsecured credit account. I was transferred to XXXX ( ID # XXXX ) of Account Services who informed me that there is no department who makes that decision and no one reviewed my account. I informed him that I have a credit score in the 700s with all 3 credit bureaus, I have a six figure salary, and have made all my credit payments on time and did not understand the reason for the denial. XXXX again said that he had no one he could transfer me to regarding why I was denied or how I can improve to be approved next year. He gave me a generic email address to write to. Closing this line of credit will adversely affect my credit score but I am more than disappointed with the customer service and Citi Bank as a whole. They are holding me hostage with this card.
Frequently Asked Questions
What is Complaint #5274029 about?
Complaint #5274029 was filed against Citibank, N.A. regarding Credit card or prepaid card specifically about Trouble using your card. It was received by the CFPB on 2022-03-01T12:00:00-05:00.
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.