Business Profile

Banking Services

Citi

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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

7,374 total complaints in the last 3 years.
2,488 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:05/17/2023
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’ve had a Citi credit card for 4 years. The card will no longer provide cash advances. I want this fixed by an expert/manager.
Business Response
Date: 05/17/2023
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: 05/30/2023
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:

[Your Answer Here]Way too long for business to respond. I got call - They did not fix the problem at all or try to fix it. I want two months of interest charges credited to my credit card for my inconveniences.

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

Sincerely,

****** *****

Customer Answer
Date: 06/12/2023
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:

[Your Answer Here]
They have not gotten back to me yet. The complaint was filed 3 weeks ago or more.

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

Sincerely,

****** *****

Business Response
Date: 06/13/2023
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:05/15/2023
Type:Service or Repair 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 made a payment of $ **** to ********************* on February 5th, 2023 with a card ending by ****. As going farther on the website There was more money to pay, I realized it was a mistake to continue with the transaction. However, I couldnt cancel the transaction. I called Citicards for help. I explained everything to the customer service. The only help offered is to change the credit card number which I did the same night. Of course, the $**** was credited to my account. Then I went on with my life by taking care of my mother who was going to chimo, then surgery. and then admitted to the hospital for several days I came back home on April 1st, April 5th I received a letter from Citicards stated that they reversed the payment to ********************* through my new card that that is ending by **** which I didnt even had a chance to receive and activate. without my knowledge and permission they reversed the transaction. Since then Ive been calling them they refused to help me. On Friday may 12th the Citicards people want me to contact ********************* myself. With the letter they sent me theres a copy from ***** that theres 30 days for money back with proof of their products didnt work. From February to now without the proof the asked. Note; I never sigh up on ********************* website since then, never get or use any of their products. Please help me get the money back. I had a credit of $ 27 on my card. Now I have a balance to pay. I am very stress out with this. Please, please help me.The claim ID on the *************************** letter is* *********************** in case if needed, Thanks.****** * ***********
Business Response
Date: 05/16/2023
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: 05/26/2023
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've been calling and talking to several representatives of Citicards since April 5th about the same issue. They quickly rejected my case as they do now. All I need, is to credit the $1497 back to the card. Thanks.

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

Sincerely,

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

Customer Answer
Date: 07/25/2023
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 continue to reject my case, I only request a refund]

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

Sincerely,

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

Business Response
Date: 07/27/2023
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:05/15/2023
Type:Service or Repair 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.
Multiple managers and customer service reps providing false and misleading information. I was told on 3 separate phone calls that I could make a payment on a balance transfer that was expiring which I did in fact which was accompanied by a letter. Instead, The payment was applied to a balance transfer that wasnt expiring until 2/24. This caused me to be charged hundreds of dollars in unnecessary balance transfer fees and finance charges. I was finally told after a month of phone calls and case reviews that despite being one of the largest banks in the world they have no ability to apply the payment as they said they would on numerous phone calls and I would be stuck with the charges. The only thing they offered was 5k american airline miles (about $75) which does not even come close to compensating me for balance transfer offer fees and finance charges. I now incurred more fees from another bank because I needed to pay off the balance which was now being penalized 24% APR. Citi cards practices in this manner are detrimental to their loyal customers, the customer service agents including managers are misinformed and untruthful and appropriate compensation for all their errors on communication is sorely lacking. I would expect to be compensated for the amount the original balance transfer cost me plus and finance charges accrued along the way.
Business Response
Date: 05/15/2023
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:05/15/2023
Type:Service or Repair 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 had an account with Citi - American Airlines AAdvantage card. I was on time with my payments. In January, i made 6 separate payments totaling 1620.00. My last payment of 100 dollars on 1/27 was returned due to my bank account closing due to fraud. 3 days later my acct was closed. on 2/4, when i finally was notified on the app about the account closure, i made the 100 dollar payment and called back. I tried to negotiate with them. I asked if they could at least return the annual fee since I would be losing the benefits, even if it was partially returned. They refused to work with me, made me reapply and was denied. tried again two months later, asked about lowering my apr, they also did not want to work with me there. I tried again today, 5/12, to no avail. On top of it all, the customer rep gives you conflicting information, then when i told the supervisor, their response is that is not correct. I even requested to send them the information from my Bank about the fraud and the involuntary account closure to protect my funds, Citi refused and said that wouldn't help in the decision. Also, on top of not being able to get the acct reopened, apr dropped, or annual fee refunded or partially refunded, i cannot use any of the card benefits like the admirals club access. The unwillingness of them working with me has taken a toll on me.
Business Response
Date: 05/15/2023
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:05/13/2023
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.
On 1/13/23 I applied for the **** *** city cc, the only reason I applied is because of the benefits, one of them was if I was approved which I was, I was getting $150 incentives, which I never received I contacted **** *** rewards and citi bank costumer service and everytime they had someone that didn't speak english clearly, I went to the **** *** store on 3/3/23 and ask to talk to a manager, I was able to talk to a manager and I explained my issue, she couldn't help, she said I have to call the # on the back of the cc, I called in front of her and the person that I spoke told me that they did sent me a link to ctivate the promotion which I never receive and told me unfortunately they can't do anything that the promotion had expired, I also ask about the $10 credit, after making 2 purchases outside **** ***, they couldn't help me either at that point I close the account and I told them that the amoun that I used is the amount that the owe me and I won't be able to pay them back because they failed to provide the credits to apply on the cc amount due, since then I only get contact from city **** *** to make payments, everytime I explained nobody seems to care, am desperate because my cc score keeps going down and no resolution make with this company, that's why am filing a formal complaint, to find a solution to my dilema, I also have attached some back up documents
Business Response
Date: 05/15/2023
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:05/12/2023
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.
On March 28th, 2023 I bought appliances from Best Buy for a total of $2,382.83. The invoice was paid in full and the appliances were delivered.On April 18, 2023, Best Buy charged $583.67 to my credit card without my authorization. I went on line to check my account, and found out that the prices of the appliances I own are now worth $583.67 more.This is so unbeliveable. Is Best Buy going to charge me every time the prices of my appliances go up on their website for the rest of my life???I called them and was transferred to 7 different people that were unable to do anything about it. I asked customer service to speak to a supervisor in the ********** was told someone would call me back in 30 minutes.It did not happen.I want the charge to be removed from my credit card, and I want Best Buy to erase my credit card details from their system to make sure it does not happen again.
Business Response
Date: 05/15/2023
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: 05/30/2023
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:

According to the message posted on May 15, 2023, Citi was supposed to contact me within 2 weeks. I have not received anything from them. Furthermore I kept contacting customer service, and everytime the answer is the same. They can see the mistake, but they cannot fix it. They have to transfer my file to another department that is going to call me back within 24 hours... but they never do it.

On May 25, I was given a new case id: *********. I am still waiting for the call back, which was supposed to occur within 24 hours.

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

Sincerely,

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

Business Response
Date: 08/03/2023
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: 08/21/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.
They were useless in helping me, so I took the matter in my own hands. I don't need them to be involved anymore.

Sincerely,

*************************
Initial Complaint
Date:05/10/2023
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.
On 10/31/22, I opened a citibank checking and savings account and posted $75,000 to the accounts. This was in response to a promotion of a cash bonus of $1,000 after 90 days. After 90 days, I contacted citi by online chat and was told I'd have to wait another 30 days for the bonus. 30 days later, I did the same, and was told the same response. Today, I was told that I didn't qualify for the bonus.
I received an email that explains the bonus. It says:
"to receive a Cash Bonus:
• Deposit New-to-Citibank Funds into your new checking account OR between your new checking account AND a new Citi Savings Account within 20 days of account opening. The balance on the 20th calendar day after you open your account will determine your maximum Cash Bonus.*"
I followed the rules and now they are trying to back out. When I telephoned today, I was hung up on.
Business Response
Date: 05/10/2023
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: 05/26/2023
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:05/09/2023
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.
For a dispute with SSENSE for my card ending in -**** Citibank ruled against me but I never got any notice about this dispute or what was going on. The issue was the merchant sent me an empty box, there was literally nothing for me to return. The merchant told Citibank I had to return the item but that isn't the case of what happened. Please see the attachment for proof I got an empty box from the merchant. This is entirely unfair as I am responsible for an item not received.

Please reverse the transaction in my favor and then credit the amount back to my payment method / bank account on file because a debit of $1,362 was snatched this morning. I did not get adequate notice. Thank you!

DOB is March 22, 1988
Last four of SSN is ****.
Business Response
Date: 05/10/2023
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: 05/10/2023
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:05/09/2023
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.
Citibank knows my phone and wallet were stolen and were used to steal over ****** dollars usd from my account. I have submitted many disputes and called so many times and they do not want to be of help. They refuse to help me and keep insisting this is my problem when they should be the one protecting me as a customer. I definitely need help with this asap. My phone and wallet were stolen and i filed a police report because they were using my phone to authorize many charges. I need this situation resolved
Business Response
Date: 05/09/2023
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: 05/19/2023
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:

[Your Answer Here]
They have not reached out to me, they have denied helping and fixing the situation. They helped facilitate fraud on my account and its costing me $20,000. I need them to get me my money back immediately.

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

Sincerely,

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

Customer Answer
Date: 07/17/2023
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:

[Your Answer Here]
Citi is being completely ridiculous, im waiting for the issue to be actually resolved. I need them to issue me my money back at least partially because i cannot continue arguing with them about this. The evidence is clear that there was fraud on my account and the damage is extensive. I need citi to issue my money back immediately

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

Sincerely,

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

Business Response
Date: 07/20/2023
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:05/09/2023
Type:Service or Repair 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.
Citi Bank has downgraded my credit ratting several times as well as downgrading my credit limit based upon fictitious information. I have NEVER been late with a payment, typically I pay considerably more than what is due yet they accuse me of being "seriously delinquent", my "ratio of revolving balances to credit ratio" is to high (again, I pay more than what is due each month proving I am capable of making my payments. This month for example, my payment was $157.00 and I paid $500.00 on my account on May 3rd and my due date is May 14 th. I make the payments on the 3 rd or 4 th every month a good 10 days BEFORE it is due! and they send me notice they were down grading my credit limit and my credit score!!! My card has been completely paid off in the past year and there was NO upgrade in my credit score or credit limit because of it. "Too few accounts paid as agreed" (I have NO other accounts so I can not have not paid account as agreed). I have the screen shots from Equifax to prove these things.I caught Citi Bank putting erroneous charges on my account ******* charges and bogus orders from ***** I have never made). I involved ****** with the ****** charges that Citi said i made and ****** disputed them as well forcing Citi to remove the false ****** charges. It took a lot of work to get Citi to remove the false ****** charge. Way more than it should have. Concerning the bogus ***** orders, they eventually reversed one or two of them but the third one they stuck me with!I believe Citi has Flagged my account because of catching them trying to charge me with false charges. The man i spoke with argued with me about them and was very angry at being found out. I believe because of this they are targeting **** have canceled my card with Citi because of their aggressive predatory actions to ruin my credit. I am in every way the Ideal customer. I pay more than what is due and I pay early!
Business Response
Date: 05/09/2023
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: 05/24/2023
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:

[Your Answer Here]
Citibank, called, the reason HE gave for calling was NOT to resolve Anything, He stated I'm calling ONLY to say Citibank "does not use discriminatory practices", I repeated the issues and he stated three times "I'm Calling ONLY to say Citibank does Not use discriminatory practices", I said you realize your words mean nothing when clearly you do discriminate, he ended the call
Citibank, has a long history of being sued for discrimination, this is another example of discrimination. They have the lowest rating possible and they clearly do not care. They have systematically lowered my credit limit and score based on nothing. Their history shows discriminatory practices against seniors, women, Asians, blacks and the lbgbt+ , even their own employees "if they complain" all these have been court cases in very recent years but for decades. My account proves after I caught Citibank creating bogus charges and fought to have them removed IS when all this began. My Equifax reports show ZERO other accounts, zero late payments, he stated on the phone my account has Never been delinquent. So if my account is in good standing has always been in good standing, and I have NO Other credit cards, HOW has my credit been legally destroyed? On what basis? Clearly I'm being discriminated against because I'm a woman and because of my age. Citibank themselves has not, because they cannot give a logical, reasonable, LEGAL response.

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

Sincerely,

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

Business Response
Date: 07/27/2023
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: 08/11/2023
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:

Hello ******************,

Attached please find the latest response from Citi which sates they wont respond through BBB. As you know I have given them permission and requested they do so. along with my response.

Thank you kindly for your assistance in this disturbing matter.

Best Regards,

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

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

Sincerely,

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

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