Banking Services
CitiThis business is NOT BBB Accredited.
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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
- 7,399 total complaints in the last 3 years.
- 2,488 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/07/2023
Type:Billing IssuesStatus: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 use the Citibank app to monitor my credit card I have with them. As an advertised feature of my account, via the app, they offered me a loan. I took the loan to pay off another credit card. After applying for the loan, I was sent an email that just confirmed I was approved. That was all the digital information I have for this loan. They sent a paper check, and paper bill for the loan. I attempted to link the loan account with the app, but after technical support, the result was a failure, due to the number of digits in the loan account number. I was told the only option to pay my loan, was by mail via a check, or over the phone via an operator. It takes 15 minutes to get ahold of one of their telephone team. I don't have checks, and haven't used them in many years. The way I was advertised this loan, seemed to imply that I could access the loan with the same level of convenience as the credit card I have with them. They shouldn't have advertised the loan this way. I'm incredibly inconvenienced by this.Business Response
Date: 02/07/2023
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: 02/23/2023
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:02/06/2023
Type:Customer Service IssuesStatus: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.
This is purely identity theft. I do not recognize this account. This account damaging my good credit reputation!REMOVE THIS IDENTITY THEFT ACCOUNT ASAP!!!CBNA #**************** **************************************** ******************* I will never stop filing complaints against you because I know my rights!In accordance with the Fair Credit Reporting act. This account has violated my federally protected consumer rights to privacy and confidentiality under 15 USC ******* U.S.C **** section 602 A. States I have the right to privacy.15 ************* (A)(1) A person shall not furnish any information relating to a consumer to any consumer reporting agency of the person knows or has reasonable cause to believe that the information is inaccurate.15 U.S.C **** section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions.Business Response
Date: 02/08/2023
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 daysInitial Complaint
Date:02/03/2023
Type:Billing IssuesStatus: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.
My family had a ski trip to Denver CO (Jan 1st to 6th). On Jan 6th, we stopped by a Conoco gas station close to Denver International Airport before returning our rental car. I paid $31.38 with my Citi Master card at the pump and then left the gas station. A few days later, I received my credit bill. When I looked into my account, I found an unauthorized transaction with $174.72 spent in the same Conoco convenient store on Jan 7th. In fact, on Jan 6th, I was physically in my home at Dallas TX, and I didn't authorize anyone to use my card in Denver. I made thinking perhaps my credit info may have been stolen at the pump somehow. So immediately I made a request to replace my credit card online. After that, I called customer service on Jan 14, told the rep my story and disputed the unauthorized transaction. I was told the charge was going to be removed in 3-5 business days. Nothing happened on my account. I called them the second time on Jan 19, told my story to another rep, and disputed again the unauthorized charge. After another 5 days, I saw the valid transaction I paid at pump $31.38 was marked as being investigated. On Jan 26, I called them the 3rd time, even spent more time, my call was transferred several times to a security expert. Told them my story again, and I was promised the unauthorized charge was going to be removed in 3-5 business days. Today (Feb 3rd), I checked my account again, the previous dispute on the valid transaction was terminated which is expected. However the unauthorized charge is still on my account. It's absolutely tiresome to work with the customer service, and I am so disappointed to their service. I have lost my patience on their professionalism to have this simple issue addressed over more phone calls. Hopefully this complaint could help me have this issue resolved.Business Response
Date: 02/06/2023
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: 02/23/2023
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:02/03/2023
Type:Customer Service IssuesStatus: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.
Dear BBB: I just checked my Wayfair account and it is incorrect. My balance should be $800,37; NOT $1000.37!I posted a payment on January 3, 2023 and today 2/3/23, I posted another payment for $200.00, leaving a balance now of $600.37.Their website DOES NOT UPDATE PAYMENTS and I still have the SAME balance that I had when I first received my statement!!!! What is going on??? When I call the toll free number, I cannot seem to speak with a live agent! I thank you for your assistance in this matter.I need to know my balance; and why my payments are not being posted!!!!!!!!!!!!!!!!!!!!!!!!!!!Business Response
Date: 02/07/2023
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: 04/23/2023
I HAVE NOT RECEIVED A RESPONSE FROM CITI.Business Response
Date: 04/26/2023
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 daysInitial Complaint
Date:02/03/2023
Type:Service or Repair IssuesStatus: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 submitted a change of name packet on 1/23/23. The first page of the form requires it to be notarized. I had it notarized and mailed the same day on 1/23/23. I called on 2/1/23 to check if they received my documents. I was told it was rejected since the notary didn’t include the date. I made copies of each page and the notary date is clearly visible. I escalated to speak with a supervisor. The supervisor confirms the date is there but the court order signed by a judge was rejected since it wasn’t proof of name change. I explained that SAME court order signed by a judge allowed me to change my name with the DMV and SSA. I was promised a call back on 2/1 later that day and to allow them time to resolve that. I didn’t receive a call back. On 2/2 I called to follow up and immediately asked for a supervisor. I was told my packet was rejected on 1/31/23 because the entire name change form was missing. The page that was to be notarized. I reiterated that 4 pages were mailed, 4 pages confirmed received on 2/1, and the issue was described as “invalid court document” yesterday and today it’s a completely different “missing page”? The supervisor tells me they probably got the documents but it hasn’t been 5-7 business days so the rejection letter was an automated response and I just need to wait the appropriate amount of time. Absolutely no explanation for why I received a rejection as an auto response if they haven’t even processed the packet in the first place. The best they could do is ask me to call back in 2 days to see if it was fully processed but keep in mind that there’s no time frame for which they have to acknowledge the changes I’ve requested. But also, if it’s not processed within 90 days, I’ll have to get an entirely new packet filled out and notarized. Which is exactly what already happened to me. A year spent trying to change my name with my bank but 2 weeks to change my name with the government…unbelievable.Business Response
Date: 02/06/2023
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: 02/22/2023
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:02/02/2023
Type:Billing IssuesStatus: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.
Citibank defrauded me by declining my FRAUDULENT PAYMENT claim multiple times.
On the night of Nov 26, 2022, I was out and under the influence of alcohol, something that I don't often do. While out I lost my phone and compromised my debit card information.
The next day the person that stole both transferred themselves $2500 on Zelle.
Reasons why this is fraudulent:
1.This transfer was successfully made after SEVERAL attempts to either purchase or make transfers through other means like Cashapp or Apple pay.
2.The transfer was made to someone who is not on my contacts and to whom I've never even sent any other transfer.
3.The transfer was 5-6x bigger than my biggest transfer ($438) and corresponds to the DAILY SENDING LIMIT ($2500)
What Citi committed to providing me:
"You’re not liable for unauthorized purchases. When unauthorized transactions on your Citi consumer debit or credit cards are promptly reported, you won’t be held responsible for those purchases."
I reported the fraud less than 1 hour after it happened and my claims are still getting declined.
Citibank obviously failed to secure my account after several declined attempts of all sorts: Payments, purchases, and Apple pay card payments. Citi has avoided all attempts to solve the problem by other means that are not their "Fraud detection algorithm".
I'm extremely familiar with Algorithms and predictors, I know for a fact, even though no Citibank representative has claimed it, that they handle fraud with a classification system that works as a tree node asking several questions. Now, this filter "asks" questions that either stop or keep the tree going at each node of the tree and arrives at a decision: Fraud/No Fraud. Since this transfer was made using my phone the tree classifies this as a nonfraudulent activity and I keep getting the same letters from them even though I explicitly called and asked for a person to review my case. They rejected 3 claims as of now. Transaction ID: ************.Business Response
Date: 02/02/2023
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: 02/13/2023
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 are not acting up on anythingWhen contacted 11 days before, 2/2/2023, CITIBANK said they will contact me within 15 days and now is re sending the same message 11 days later
Sincerely,
****** ******
Business Response
Date: 03/08/2023
We
are currently working on this exact issue from the client under BBB case ID: ********.
We will continue to investigate the customer’s concerns and will respond.
directly to the customer, if applicable, via phone, email, or mail within 15
days as previously advised.Customer Answer
Date: 03/20/2023
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:02/02/2023
Type:Customer Service IssuesStatus: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.
My address on file was wrong when I applied for a new credit card. I called to update my address and receive my new card. They could not verify my identity in any way but by sending mail, even though my address in file was wrong. They refused another way to verify my identity until 10 days had passed and I had not received the letter. This means that my new credit card and a letter with my personal information were sent to the wrong address and they refused to help me until 10 days had passed. I provided my security question, social, and other ways of verifying me other than my address but these weren't enough to update my address and send a new card to the correct address. I felt like they were risking my identity. After speaking to 5+ customer service representatives, one let me know he was able to put a hold on my account, but they still had to send out the verification letter. They also would not let me cancel my account until the verification letter was sent.Business Response
Date: 02/02/2023
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: 02/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I am in communication with them to solve the problem. As of 2/13/23 the issue is ongoing. My address still has not been updated. The verification letter should be arriving shortly.
Sincerely,
***********************
Initial Complaint
Date:02/01/2023
Type:Product IssuesStatus: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 is at your side before, during and after every purchase.
Your Citi Team This is their motto.
We have been trying to resolve a dispute with celebrity cruise lines, which we paid for with the Citi Visa card. We are waiting for a reimbursement of $1229.86 which celebrity end Citi are aware that we are owed. Celebrity cruise lines has said that they have credited my Visa card with this amount, but has yet to happen.Citi is aware of this but both companies keep pointing fingers at each other, and I am paying interest on this money since Citi took off conditional credit. I am not being properly represented were protected by.Citi in this matter. ************** Is the dispute confirmation number.Business Response
Date: 02/01/2023
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:02/01/2023
Type:Service or Repair IssuesStatus: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 offers $1000 bonus after a total of 110 days from the account being open. The account was open Oct. 3rd and 110 days would have been Jan 21st 2023. However, CITIBANK said I will not receive the bonus until Feb 13th. This is clearly a violation of the offer that CITIBANK advertised. See attached picture. I would like CITIBANK to pay the bonus immediately. I would also like $9 in interest everyday past Jan 21st. The interest rate is base on transferring $75,000 into 1 year CD with 4.40% interest rate.Business Response
Date: 02/01/2023
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:02/01/2023
Type:Order IssuesStatus: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.
2 months ago I was notified that there was unusual activity on my card. Last month i made my usual payment. This month they told me I owed $212.00 and I would stay in good standing. Yesterday they withdrew $1,625.69 without any communication as to what th y were doing about the fraud. I am n dire need because my two bills due tomorrow are my biggest. Please please help me.Business Response
Date: 02/01/2023
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.
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