Business Profile

Banking Services

Citi

Headquarters

This 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

4,795 total complaints in the last 3 years.
2,373 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:12/26/2023
Type:Order 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 decided to close my credit card account for no reason other than inactivity. As of the closure notice there has been about 1 year and 9 months since the last transaction was posted, and I can't find any specific terms and conditions on the card agreement that states a measurable time allowance to stay inactive. In addition, Citi continued to send me balance transfer offers in the past several months before account closure, but have not provided any friendly reminder of potential account closure if the account stayed inactive. I was under the impression that there was no risk of the account being closed. This is an important account to my credit score profile as it's been my longest credit card relationship. Citi informed if I wanted to re-open the account they will have to pull a hard credit check, affecting my credit score twice (closing the account and re-opening it, if I agree). I did not agree, and would like the account to be re-instated with any impact to my credit score.
Business Response
Date: 12/26/2023
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 days.
Customer Answer
Date: 01/25/2024
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:

Dear BBB Team / *******************************,

I consider my complaint not resolved as Citibank decided to close my account without giving me an opportunity to take action. The bank did contact me to reinstate the account, but needed to process a hard inquiry on my credit score and I didn't agree to that. In any case, my credit score was largely affected this week, probably because of the account closure.

Citi informs that this is within their policies to close accounts even with no reasons, and of course I am not happy with the decision. If there is anything else that can be done to undo the account closure, or the impact to my credit score, great. Otherwise I will just turn that page and not spend more time with Citi.

I appreciate your attention to this matter.
Thank you,
*****

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

Sincerely,

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

Business Response
Date: 01/25/2024
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:12/21/2023
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.
I needed a microwave , i went to Best Buy as i walked toward it i saw a refrigerator on display with a 10% off sign on it , i also needed one too so i walked to one of the salesman for details , after all i ended by buy the refrigerator, that he told me $1381.77 an i paid gave him $1400.00 in cash, he gave me back my change, to give my receipt, he asks me for my social security i told HIM PLEASE DO NOT GIVE ME NO CREDIT CARD. BECAUSE I DO NOT WANT IT, I'M NOT A CREDIT CARD PERSON, AND I DO NOT NEED IT, he disregard what i told him and continuously asking me for my social security after about three times i become furious, suspicious asking myself why he asking for my personel ID when i paid him his full amount in cash and i was thinking maybe that's the way, the rule of the store. He told me the 10% will be available in three days turns out to be it wasn't available in over two weeks, so i couldn't buy the microwave, i told him the 10% was $130 from the refrigerator and the $50 reward will be enough to buy the microwave i will complete the difference,by the time for them to approve it I received a credit card from best buy, i call to cancel it she told me yes it's cancel i went to the store again and speak with the manager i cut off the card with her,it's her who used the credit card to approved the10% with out my consent in order to buy the microwave, the actual receipt that i had she did NOT give it to me back.Now i'm having Best Buy keep calling me, email me, sending bills by mail, i went to my state police to discuss the issue because after i called best buy customer service the personne i spoke to said my advice to you is to have a police invastigation, there's a police in the store i talked to him but he could'nt do anything ,he gave me a number to call and i did. it's was so wrong doing, not so good store to shop.i'm very unhappy, Now i have best buy bill keep come in to my mail for $163.61 growing with interest that i didn't need . PLEASE HELP
Business Response
Date: 12/21/2023
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: 01/07/2024
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'm still receiving statements from the business, meaning that what they did was totally acceptable , and I do NOT agree

[Your Answer Here]

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

Sincerely,

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

Customer Answer
Date: 02/26/2024
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:

To whom it may concern, I spent over one hour on the phone talking with the best buy customer service No solution instead they advertised me the have the police to do an investigation, the police advised me to BBB and now the BBB can't help either. I also take time to called the Citi bank. I did what I could to solve the problem. I do NOT owe them and I did Not open a credit card with them. **

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

Sincerely,

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

Business Response
Date: 02/26/2024
Citi will no longer respond to the customer's complaints as we consider the matter resolved.
Initial Complaint
Date:12/20/2023
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 Sunday, December 17, I stupidly clicked through an email offer to accept a ****** Christmas Mystery Package and to ONLY pay the shipping cost of $8.95. I used my ****** Citi **** account number to pay, and that resulted in a charge of $43.94 on my card and a prompt call from "Fraud Alert: Your ****** Anywhere **** Card by Citi." The **** charge of $43.94 has been denied. I cannot reach a company to refund the $8.95--the number **** gave me *************) connected me to a non-English speaking female who said her name is *****, that she cannot refund that amount, and that she cannot cancel any related activity. She told me she works for a third-party company...that GADGETS is the initiator of that transaction, but I cannot get in touch with that company. Please advise if I need to take further action or simply choke on the $8.95. Additionally, "Fraud Alert: Your ****** Anywhere **** Card by Citi" contacted me again today to question an additional charge I did NOT make; so, we canceled that card ...
Business Response
Date: 12/21/2023
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:12/20/2023
Type:Product 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 12/10/23, 12/14/23 and 12/20/2023 citi has allowed my credit card information to be compromised. After the very first time I was told it "wouldn't happen again". They closed the card and sent a new one. Before the new card even came in the mail it was used for a $372.30 transaction in India(I live in *****************). So I call and am again told " it will not happen again". they issue another new card. The second card that is still in the mail is again used for a large transaction. I am also told they cannot "lock" the card to prevent future use. The customer service rep says it cannot be compromised and that it will not be used further, well it somehow has been because I don't have the card and they are constantly leaking the number when it is being issued to me. If you care about security like your website says you NEED to lock the card while it is in the mail. It does not need to be active until I receive it. You are able to do this, and choose not to. Citi obviously likes to share highly personal and confidential information. Even if you reverse the transactions, you are not doing due diligence in protecting my card numbers and that needs to change.
Business Response
Date: 12/20/2023
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: 01/11/2024
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:12/20/2023
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 had a promotional balance of $2,077.82 that was expiring on 12/1/2023. I reached out to a Citi employee via chat who informed me that my payment would be applied to the balance that expires first. That would have been the $2,077.82. The balance was not applied to that balance transfer it was applied to a balance transfer that expires on 8/1/2024. I called today and a representative told me their system was down that day and he would try to fix it for me. Then he came back on the line and said he was unable to fix it. I asked for a manager who told me the payments are applied to the balance with the highest interest rate first. That is not what I was told nor does it make any sense. I also sent an additional $500 to ensure this would not be an issue. I would like the payment applied to the balance that expired 12/1/2023. This is for the Citi Advantage Card ending ****.
Business Response
Date: 12/20/2023
Tell us why here...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:12/19/2023
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.
My bank, ************** issued a cashier's check for the balance of my account to ***** credit card service, which is a Citibank product, for $6494.10 on 11/22/23. ***** credit card, citibank, deposited this check on 11/28/23, but my account has not reflected the payment. I have called many times trying to resolve the issue and I'm told I just need to be patient while they investigate. It's been 3 weeks and I would like this resolved
Business Response
Date: 12/20/2023
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:12/19/2023
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.
My card number was stolen and used fraudulently. Citibank thankfully caught it and alerted me. They reactivated my card after sending me a new one. Two days later, they shut my card down again - no fraud this time. I called again, and they apologized and reactivated it. The next day they shut my card down again, and I had to call again. At this point they asked me about the letter that went out. I told them I had no idea what they were talking about. They then tell me that they cant confirm my SSN, even though *** had an account for five years and have had no changes to my SSN ever. At this point they told me I need to wait for a letter to arrive (it took a week), and fill out the form and mail it back (probably another week at least). I received the letter and the address where Im supposed to return it has typos in it - basically the same address with different zip codes, so I spent another 40 minutes on the phone with Citibank confirming which address is correct. This is such poor customer ******************** and theyve given me no information whatsoever, theyve left me with no credit card during the holidays either.
Business Response
Date: 12/19/2023
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: 01/03/2024
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:

Citibank does not promise any resolution or explanation for their actions.

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

Sincerely,

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

Business Response
Date: 01/22/2024
We are currently working on this exact issue from the client on a previous BBB case ID. In efforts to not duplicate the work and cause confusion, we will close this case and continue to work under BBB case ID: ********
Initial Complaint
Date:12/19/2023
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.
- On December 11th, I transfer $30,000 from my ************************ account (Account Ending in ****) to my Citi account (Account ending in ****). - On December 15th, 2023 I set up my LLC account number in ********************** for Wire Transfers. - On December 16th, 2023 I wired transfer from my Citi Account ending in ****) to my LLC account (in Chase Account ending in ****)- On December 17th, ************************************************************************************* to Call to Citi to verify my identity.- i called Citi and verify my identity and confirmed the wire transfer.- On December 18th, 2023 I received an email informing me that my wired transfer was canceled and Citi blocked my accounts and release my access to my Citi Online.I need the money in my Chase account as soon as possible since I have a real state clousure this thursday December 21st, 2023. If I don't pay I will lose my deposit and the money spent to move forward in the real state investment process. Please unlock my account and realease the funds to complete the operation.Regards,**************************************
Business Response
Date: 12/19/2023
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:12/19/2023
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 October 13th I paid my auto payment of $589.56 and was told by a Citi representative that it did not process and to make a manual payment. I did so and on the 18th it posted for $599.03. However the original payment also posted. I was charged twice for one month. For over 40 days I tried to get a refund and finally did in November of $588.03. Now they are stating that is my balance owed even after I have made no purchases. My balance should be $348.85, which I paid on December 13th. However they are saying that I still owe back the $558.03. Citi has taken my concern and left the customer help chat and filed as complete after not helping me. I cannot get a manager or supervisor to contact me for any assistance.
Business Response
Date: 12/19/2023
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:12/18/2023
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.
Citibank allowed fraud on my account twice they gave me the money back the first time and promised these companies would not take any more money they took ****** I filed a dispute with my bank and they said in 10 days I would get the money back 3 days ago I went to log in to my account it said blocked I called they said security reason wait until you receive the letter they can't tell me anything wait for for the letter I asked what about the m,************* my account waiting for the letter. they took my money and left me with no money they kept all my money they allowed fraud. 4 days in a row I received a call from Citi Bank number asking for my login and password it was not citi bank it was fraud and i told citi bank they didn't even care that becasue they had the phillipines answering *** calls and they giving their friends and family our *** information to steal from us. they kept all my ***** and told me I have to wait I have no mopney they have no right to do thwat please get me my money all of it please
Business Response
Date: 12/18/2023
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.

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Citi is NOT a BBB Accredited Business.