Business Profile

Banking Services

Citi

Headquarters

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Citi's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

7,383 total complaints in the last 3 years.
2,365 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/04/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been out of work due to a cancer diagnosis. while going thorough treatment I fell behind on a few of my bills. My Citi ***************** card being one of them. I have not made any payments in about 4 months. I woke up yesterday and noticed a direct withdrawal from my bank account for $412 that I DID NOT authorize. I immediately called *************** who told me it came from a phone authorization at 11am on Saturday morning. I had possession of my phone and was with no one else from 10am -1pm on Saturday. My next call was to Citi who told me it was authorized but wouldn't tell me who they spoke with. They offered me a refund but that would take ***** days costing my account to go delinquent at $975 as of today. They also told me that my email did not match what was on file. when i asked for the email, I was told they cannot give that out. This was very alarming, and I feel there is a scam at the bottom of this.
Business Response
Date: 09/05/2024
Please accept this notice that we are investigating the customer’s concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days.
Customer Answer
Date: 09/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

They have not answered me in the allotted time and I believe they are ignoring my emails to them because they realize how bad they have screwed up. Using a fake premise of saying the customer called in thich emphatically did not happen. NO ONE EVER AUTHORIZED a payment from a private checking account are serious federal charges. They have ig ired all offers for settlement, yet I am not going away. Clock is ticking Citi...

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

**** ******

Business Response
Date: 10/03/2024
Citi will no longer respond to the customer’s complaints as we consider the matter resolved.
Customer Answer
Date: 10/15/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

They never told me how they were able to access my bank account without my authorization. They keep saying they verified via their rules, but no one knows what that means. They also allowed this person to change my personal information... Do not let this go just because they are Citi. They need to be held accountable for such a huge lapse in security

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

**** ******
Initial Complaint
Date:09/04/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I opened an account with Citibank in June and had my paycheck direct deposited into that account. My first check was a live check and I had to deposit it. Citibank put fraud detection on my account and I deposited in person with my ID. So I couldnt receive my pay and could nit pay my bills until another week. My direct deposit went in on August 29, 2024 and it was placed on hold and I was given no reason as to why. The **** were very rude and kept hanging up on me. I was told my account closed and then they wouldnt give me any other information. Then they said any money I have will be sent in ***** days. I have bills to pay. Why would they place my account as closed if I didnt request this. I kept getting different responses and it was a horrible experience. I still have no answer as to when Im getting my money.
Business Response
Date: 09/05/2024
Please accept this notice that we are investigating the customer's concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days.
Initial Complaint
Date:09/04/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 7.11.2024 I made an erroneous payment of $5000 to my Citibank **** account when only the $99 renewal was on the balance. I noticed the error and reached out to Citi to refund me the $4901. On July 24th they said they sent a refund check out and it would be two weeks. after three weeks I called to request a wire of the funds and they said they would send out another check. On Aug 29th I still haven't received ANY of the checks they said they sent out so I requested the funds be immediately transferred to my bank account they retrieved all the information and said the transfer would be done on Monday which was labor day. Today I called to let them know I still didn't have my $4901 back in my account. I asked to escalate and all they can do is request the funds be approved and sent at least another 2-4 days. I am being charged interest on the credit card the payment was suppose to be applied to. No resolution in sight. They don't have a legal department OR ANYONE that can actually help me. Is this larceny, fraud?
Business Response
Date: 09/04/2024
Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days.
Initial Complaint
Date:09/03/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My dad (****************************, same address as mine) (disabled) likes to eat out with my disabled mother. He usually uses a ***** bank card for his transactions but accidentally used this Citi card (number below). He didn't realize his mistake until he got contacted about being late on his payment. We called the night of July 9th and were told that he owed $36.65 for a Burger King charge, and $30.85 in late charges. We gave them dad's ************** information to make the payment and the payment was pulled the morning of July 10th (next day). As we were told the night of July 9th, this was all that was owed to zero out the account. Fast forward to today (8-30-24), we contact them after realizing my mother's voicemail had messages from Citi. So I thought dad had accidentally made another charge on the card. He had not. Apparently when we were told on July 9th that we were paying the full amount owed, Citi is now claiming it was between billing cycles in their system so we actually owed more charges than they stated on the phone that night. So after paying the $67.50 for a $36.65 meal plus the $30.85 late charge we truly owed, Citi is now saying that he owes $84.19 more in late charges and interest. This would be a total of $115.04 in interest and late fees paid on a $36.65 Burger King meal. $84.19 more in interest and late fees after we were advised by Citi that he was paid to 0 balance. My problem with this is my dad took the responsibility for the late fee he rightfully incurred by not paying attention to what card he used. However, the rest of this is because the company did not give us the right payoff amount on the night of July 9th. As a person who has worked in banking for almost 15 years, I can't fathom doing this to a customer. My dad has now cancelled the card, but the company refused to drop the $84.19 in fees. We would just like the balance zeroed out since we have paid our true charges and the late charge we were responsible for.
Business Response
Date: 09/04/2024
Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days.
Initial Complaint
Date:08/30/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
8/28/2024 - I tried to use my citi debit card for some purchases and they were denied. I called the citi fraud protection number and they verified my info and said that my card should be good to go. I tried again and it got denied again then i called the fraud line again and they said that my account is under review and they should gret back in touch within 24 hours. A couple hours later I tried to login to my checking account via ******************** mobile app and my account was closed. I called the citi fraud protection line again and they said that they decided to end our relationship and that they will review the account and send a check with whatever balance was left in 60 days. I asked for explanation why and they gave me no answer. I asked to talk to a supervisor and they said no and hung up on me. I called the Citi executive response unit number and they were much nicer and gave me a case number for my inquiry *********************. I just want my account reopened so I can get my cash out and be done with it.
Business Response
Date: 09/03/2024
Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days. BBB ********
Initial Complaint
Date:08/30/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am still trying to understand why they are still Investigating this when the original fraud purchase was brought to my attention by **********. They reached out to me to ascertain if I was making this purchase. There fraud department raised the initial contact, based on a suspicious transaction.
i have the emails confirming this.
Business Response
Date: 08/20/2024
****** *** ****

***** ***************************************************** **********
****** ******** ******
******* ************** ****** * ***********************
**************************
****************** ***
***********************

*** **** ********** ********* *********

Dear *** *****,

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

On behalf of **************, I apologize for any inconvenience the customer may have experienced regarding their line of credit with our company.

************** has reviewed this case and reached out to all parties involved. ************** has reviewed this case and reached out to all parties involved. *************** credit company Citibank is the financial organization managing credit accounts. As a result,we have forwarded the complaint to Citibank accordingly. At the conclusion of the review and investigation by Citibank, *** ****** will receive a written response and resolution directly from them within fifteen business days.
Please know that it is The *********** goal to satisfy all our customers with the products and ******************** that we provide. The ********** values its customers patronage and looks forward to ****************** their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

********* **
*** ************************* ********* *********** ****
***** ********
Customer Answer
Date: 08/30/2024
on 6//29/24 and 7/5/24 there were two authorized purchases made on my ********** CC. i did not make either purchase. i contacted ********** fraud **** on 7/5/24 and informed them that i did not make these purchases. i also requested that the account be totally closed at that same time. i did receive email confirmations of both request. i am now in possession of a billing statement for BOTH of those charges totaling $690.64.i immediately contacted ********** and was told the fraud did not reach billing, thats why i have an outstanding amount.i further contacted the fraud department, who stated that the investigation has not begun yet. i am totally unhappy and frustrated. i am not responsible for these charges, and i am worried about my great credit rating and payment history. i would like immediate resolution to this matter, in the form of a complete zero balance, as well as confirmation the the account is CLOSED and there is no outstanding balance. i would like this done via email and in writing.
Business Response
Date: 10/14/2024
Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days.

Customer Answer
Date: 10/29/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** ******
Initial Complaint
Date:08/30/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had the most dreadful experience in the past 24 hours trying to get a clear answer from Citibank about why I cannot log in under my account "**************" to make a payment. Your letter for my payment plan says to call ************. I tried that number and ************. I was transferred at least 14 times, and one representative refused to speak after I told her I was going to start recording the call since she wouldn't let me speak to a supervisor. Every SINGLE representative transferred me to someone else and claimed that they couldn't handle that call. But EVERY SINGLE one wanted to ask me a zillion questions (SSN, account, birthdate). And yet NONE of them could explain why I cannot log into "**************" as my username. I talked to an especially unproductive supervisor who looked up the WRONG account and claimed that account was locked. I told her that was false, and I had logged in yesterday and today, but that was not the account I was calling about. She then verified the correct account and claimed I was not locked out and she can see I logged in today. She tried to blame it on my browser, but I pointed out that if the problem was my browser, then why would I be able to log into the second account without a problem?I told her I tried ****** Chrome, Edge and even my phone. None will let me log into "***************" Then she continuously claimed that she could see I logged in on August 29, even though I'm TELLING this lady it just keeps swirling. I asked to speak to another supervisor or tech, and she transferred me to the same pool of people who transferred me all over again.Your **************** team is horrendous and unhelpful. I could not be more disappointed. Now I see why it is so easy for Citi to just sell off payments to debt collection funds. You make it super hard for people to resolve their payment concerns.Finally, after over an hour of transfers, I was told I could pay by phone or by mail b/c my account was "sold off."
Business Response
Date: 09/03/2024
This case is regarding another entity of Citi that is not serviced by us. We have forwarded the complaint to the appropriate group within Citi who will respond directly to the customer, if applicable, within 15 days.
Customer Answer
Date: 10/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because I actually did receive a call from a Citibank employee, who called me twice and left voicemail messages about my Best Buy account. She clarified that it had been "charged off" and that explained why I could no longer log into my account to make payments. I made a couple of bank payments from the address on the letter, and she confirmed via voicemail that those were received.
A representative for Best Buy Citi contacted me to ask about a payment arrangement. $110.54 is due on the 15th of the month. Early payments are accepted. I was told I MUST PAY BY 15TH to avoid being sued. If payments are made on time, then the credit bureau will update my account ***** days after all payments are made. Talked to ********* on 9/16/24 at 10:16 a.m. ************. My only problem with this arrangement was that there is no paper trail of it. Since I cannot log into my old Best Buy Citi account to confirm the payment, I'm now just hoping they will receive it on the 15th of the month via my bank and the address that I already have on file to make payments.
Citi has a very strange habit of transferring people to different departments, and the right hand never seems to know what the left hand is doing. Even this response is saying the message went to the wrong department even AFTER I got two voicemails clearly explaining what happened AND an additional call with a payment plan. At this point, I want someone from Citi to respond so I have a paper trail confirming that this payment arrangement is documented. This is exclusively for the Best Buy account, no others.
Sincerely,

********** ******

Business Response
Date: 10/30/2024
Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days.
Customer Answer
Date: 11/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. The letter I received confirms my payment plan of $110.54. Without a paper trail, I was not sure if it was going in the right place and did not trust their **** after multiple transfers and an unproductive conversation with a supervisor. It looks like whoever is investigating this claim knows what's going on, and I now have a paper trail for this charge-off. Thank you.

Sincerely,

********** ******
Initial Complaint
Date:08/29/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When I enrolled in a citi card, a deal they had, was not given to me. I had made contact with customer service to see why my account was not credited and they told me it was because I already received the deal with another account. This is my only citi account. If they had not offered this deal, I would not have applied for this card.
Business Response
Date: 08/29/2024
Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days.
Initial Complaint
Date:08/28/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
8/23/2024 I opened a checking account with ********************** for some odd reason they closed my account less then ***** on 8/23/24 my job tried to deposit my paycheck in the account and its closed ! I called Citi Bank over ******************************************************************************** my money will be to me On 08/27/2024 my jobhavent received no type of money back ! I tried to reach out to the fraud department but they are also saying they cant verify me for some odd reason ! My job gave me the form that shows that CitiBank took my money and processed it! I will upload that also
Business Response
Date: 08/29/2024
Please
accept this notice that we are investigating the customers concerns. We will
respond directly to the customer, if applicable, via phone, email, or mail
within 15 days.
Initial Complaint
Date:08/28/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The Citibank app has a discrepancy when comparing my remaining last statement balance plus transactions and my current balance amount. After getting the runaround with the bot when I called I finally spoke with a person. They repeated multiple times the same information which did not explain the discrepancy on the app, I asked to talk with a manager who went over the numbers on my statement, and again did not explain the discrepancy, and after repeating the same thing hung up on me without a resolution. This isn't the first time I've questioned data from Citibank without a resolution. Despite paying my balance down, and only having one $5 transaction on my last statement, my interest charge was more than the last month when my interest rate didn't change. This is after an interest rate changed from 9.9% June 2022 to a rate of *****% January 2024 and is *****% as of August 2024. The only notification was on the statement in the small print that any sane person doesn't read every single month. The kicker is I haven't had any late payments, they've increased my credit limit, and my credit scores have improved.
Business Response
Date: 08/29/2024
Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days.

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Citi is NOT a BBB Accredited Business.