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Business Profile

Banking Services

Citi

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Banking Services.

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

Find a Location

Citi has 1109 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Citi

      388 Greenwich St New York, NY 10013-2362

    • Associates Housing Finance, LLC

      1431 Centerpoint Blvd. Knoxville, TN 37932

    • Citi

      Citi Prepaid Services - NA TTS Client Operations 5301 Robin Hood Road, Ste 200 Norfolk, VA 23513

    • Citi

      Banamex USA (BUSA) 2029 Century Park East, 42nd Floor Los Angeles, CA 90069

    • Citifinancial

      603 Columbus Ave. Sandusky, OH 44870

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/21/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      As a benefit from my ***************** AAdvantage Executive Citi Master credit card, we submitted trip delay/cancelation reimbursement request on March 9, 2024, to ************************ Citi **************************** (claim number can be provided). This is for reimbursement of our familys hotel stay at the ******************* *************************** due to ***************** flight delays forcing us to ultimately cancel our trip on March 9, 2024 (date paid was January 24, 2024, in the amount of $2,219.58). ***************** Flight 896 departure time fluctuated several times on the morning of March 9, 2024. The ***************** check-in counter denied us boarding because we would miss our connection in ************ to *****. There were no other available flights to ***** that we could get on that day. We have provided the required documentation multiple times to *********************** (March 9, March 29, June 6, July 5, July 7, July 9, July 11, August 3, and August 16, to name a few dates). The required documentation included our 1) Flight Notice from *****************, 2) Hotel Cancellation Policy, 3) Letter from Hotel, 4) Citi Credit Card Statement for period posting February 15, 2024, 5) Trip Cancellation from *****************.We have sent the above required information and documents through their online claims portal as well to their claims email. After each submission, they have come back to us saying that we are missing the required documents and that they only accept PDF copies (which are what we are providing). As stated above, we have sent those same documents multiple times. They are unwilling to move our claim forward for reimbursement stating that we have not provided those documents, which is false.

      Business Response

      Date: 08/22/2024

      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: 09/04/2024

      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:08/21/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      made a purchase on 7/23/23 paid the item every month on time the card company decided to take it apon themself to pay it towards the balance per the statement but actually put it towards a different balance. On 8/11/24 they decided to charge me ****** on interest for this purchase which is not even the balance on the card it self.

      Business Response

      Date: 08/21/2024

      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: 09/04/2024

      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 are just trying to close the case with you and not actually do anything about the issue. I have already tried speaking to customer support and they just keep saying they will get back to me.  That item was paid off in full at no point were they supposed to put payments towards new purchases.. I was never notified that they were doing this or even told about this. Then for them to charge me over the balance on my account in interest is unacceptable.  I have not ever given them permission to take my payments and make them towards a different purchase. 

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 09/19/2024

      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: 10/02/2024

      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:08/20/2024

      Type:Product Issues
      Status:
      Answered
      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.
      hey Citi, my name is ****** and i've been with you guys for a couple months now and i have been enjoying my experience so far but today i had to file a fraud claim because there was unauthorized charges totaling $900 going to ********, not sure how this happened or how someone stole my debit card info and its in my possession but regardless, i filed a fraud claim today. I lost all my money i needed to pay bills for this month and i have no idea what to do, i was told i would be issued a new debit card and its expedited to my address on file but what about my money that was stolen ? this is blatant fraud as i dont even have nor use a ******** app or account. whatever they used to steal my money. im nervous i wont get my money back based on other customers reviews i have been reading so im filing this complaint to have a higher up hopefully look at this fraud claim. Claim Number: ****************

      Business Response

      Date: 08/20/2024

      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:08/19/2024

      Type:Billing Issues
      Status:
      Answered
      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 a Citibank ******** Account on Sat, Jul 27. I never received a debit card. I funded the account from my Chase ******** account and am unable to retrieve the money in any way. Citibank is holding $2590 of MY money hostage.I keep calling their "support" but they keep asking for my "security word" which I don't have and never did set up. And they keep asking for my Debit Card numbers which I never received and don't have. They keep hanging up the phone and refusing to answer any questions, or verify my identity in any other way. This is criminal behaviour and they should lose their banking license.I'm located in ***** and I cannot go to the branch since they don't have a branch here.

      Business Response

      Date: 08/20/2024

      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:08/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 reached out to Citibank to close my card. I spoke with **** who refused to close my account without me providing a reason why. I explained I did not need to provide one and he said it was needed for documentation proposes. I asked to speak with a supervisor- he also refused. I asked for the corporate address. He instead provided me with the general mailing address. You can barely understand the agents because Citibank outsources. This is a big part of the reason I am done dealing with Citibank.Why did **** refuse to close my account without me providing a reason? Why did he provide me with the general mailing address when I asked for the corporate one?

      Business Response

      Date: 08/16/2024

      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:08/16/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 a question on my available credit and the customer service representative was very unsupportive and when I presented this fact I was hung up on. Since when is it OK for a representative to become argumentive with a customer?

      Customer Answer

      Date: 08/16/2024

      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:08/16/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 opend an account with ******************** bank and they froze my account and won't let me go into a branch to identify myself with proper documents. They have had my accounts locked for 10 days with no access to funds. I have been the branch 4 times and they can do nothing.

      Business Response

      Date: 08/16/2024

      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:08/15/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      There were approximately $2000.00 fraudulent charges on our Citibank ****** **** card that were made in January 2024. We called and emailed the Citibank Costco **** numerous times to dispute these fradulent charges. However, the Citibank Costco **** is claiming that their credit card's chip can't be duplicated therefore, we are responsible for charges that we did not make. We have filed two police reports. One of the police reports is False Procurement as we found out that one of the card holder's identity was stolen.

      Business Response

      Date: 08/15/2024

       

      Citi will no longer respond to the customers complaints as we consider the matter resolved. 

      Customer Answer

      Date: 09/06/2024

      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:

      As a CC customer, we should not be responsible for charges we DID NOT make! Why isn't Citi Costco Visa card protecting their customers!

      Once again, we didn't make these charges! ***** ***** identity has been compromised and we feel his identity was stolen in January.

      We did everything we were told to do by Citi ************ We filed two police reports, reported the fraudulent charges immediately.

      We are extremely disappointed with Citi *********** on many levels.:

      1) why didn't Citi alert us when these fraudulent charges accrued.

      2) we are customers with excellent credit history and have been a loyal client for over 20 years.

      We ask Citi *********** to reinvestigate these fraudulent charges again.

      Thank you,

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

       

       

       

       

       

       

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


      Sincerely,

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




       

      Customer Answer

      Date: 10/21/2024

      Hello!

       

      My ID is  #********.

      My apologies for the delay. My computer was hacked and I was unable to access my gmail account.

       

      Attached is the latest correspondence that I received from Citi.

       

      Thank you,

       

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

    • Initial Complaint

      Date:08/14/2024

      Type:Order Issues
      Status:
      Answered
      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 accelerated savings account with ********************** a few years ago. I emptied the account and realized they were charging me a fee each month. With the account emptied, the fee of 3.00 started to add up. I tried to close my account. ********************** would not close my account without a PIN number. I didnt have a PIN number. I didnt have a card for this account. It was an online savings. But they refused the close the account. I called multiple times and they refused. After 90 days of trying to close my account, ********************** then closed my account and said I owed the 7.97 balance. They do not offer a way to pay this online. They said I have to go in person to a branch. There is no branch within 100 miles of my location. They said I could send a payment in the mail. But only if I had a deposit slip. I do not have a deposit slip and have never received a deposit slip. I have tried calling. Making complaints. Asking how to resolve this. They tell me they will send me to collections. This is not an acceptable way to run a business. None of their customer service employees will help. It takes 20 minutes through the automated phone service to get to a human. And then they ask my debit card number. I never had a debit card. It was an online account. They will now help me. This is insane and extremely frustrating. If they send me to collections I will be taking them to court. I have tried to pay the amount. I tried to close the account. They refuse to help me. This is an unethical way to run a business. I will never use Citi Bank again. And I encourage others to avoid them as well.

      Business Response

      Date: 08/16/2024

      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:08/14/2024

      Type:Product Issues
      Status:
      Answered
      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 3/18/24, I purchased an airline ticket from ***************** for a 4-day trip, leaving *********, ** - ********, ** and returning to ********* on 5/20/24. The trip included a 1-hour layover in ****** before departing to *********Citi card authorized the transaction in the total amount of $717.45. Unfortunately, due to a series of poor decisions, mistakes and miscalculations, American left me stranded, without a suitcase in ****** because the plane left without me on it.I was forced to return to ********* later that same evening, again with my luggage which was lost for a week and only returned after I purchased replacement items.I applied for a complete refund, which American refused. I challenged their refusal with Citi Cards, who issued a temporary refund, pending a purported investigation they said they'd conduct.They did nothing. ******** stated that since they took me to ****** and back, I wasn't entitled to a refund. Citi Card agreed with this absurd logic and reinstated all charges.This is clearly a fraudulent transaction. I did not purchase a 1 day trip to ****** and had absolutely no reason to be there other than it was a layover on my way to the destination I did purchase - ********, NM.Neither American nor Citi Cards are willing to reverse this fraudulent transaction. I've filed an official DOT complaint with American but cannot get anyone from CITI Cards to respond to my calls.

      Business Response

      Date: 08/14/2024

      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.

    Citi is NOT a BBB Accredited Business.

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