Complaints

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

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• 

  Citi

  388 Greenwich St New York, NY 10013-2362

• 

  Citibank West FSB

  2995 Clairemont Dr San Diego, CA 92117

• 

  Citibank West FSB

  740 S Rancho Santa Fe Rd San Marcos, CA 92069

• 

  Citibank West FSB

  11818 Bernardo Plaza Ct San Diego, CA 92128

• 

  CitiFinancial

  PO Box 5270 Portland, OR 97208

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:12/15/2023

  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 10/8/23 I owed the credit card amount of $384.44. In error I paid $360.77. The following month I was billed $120.70 new charges, $23.67 previous unpaid balance and interest of $1.55. Total due: $145.92. I paid the full amount on time. The following month I get a bill showing previous balance $145.92, Payments $145.92, new purchases of $480.07 AND interest of $4.28. I paid the $480.07 new charges and noted to follow up with Citi as to why the were charging $4.28 on an account paid in full. I find out that the new statement that I haven't yet received has no new charges, but a balance of $11.71. The $4.28 interest from the prior statement and $7.43 new interest because the $4.28 was not paid on the prior bill. When I called, to ask why I paid a bill in full, it continues to accure interest. They told me that interest will accure daily for two billing cycles on the full amount even if only a portion is unpaid. I can't begin to explain my shock of being charged $13.26 on a $23.67 shortfall from 3 months ago. I sent $20 for the $11.71 and was told there would still be another interest charge on my next statement, because I didn't pay the $4,28 last month. Something about 2 consecutive statements. Something is VERY wrong with this! It sound very predatory. My amount is very small, others with larger balances due are really being taken advantage of. If you receive a bill and pay it in full, that should be it. With daily accurels the payment goal post is always moving keeping you in debt and forcing you to pay interest on full amounts you have already paid. This is VERY wrong and VERY confusing. If you receive a bill and pay it in fully, they should not keep accuring interest.

  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. 

  Customer Answer

  Date: 01/04/2024

  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 

  Just because you "say" you can charge interest on interest on interest AFTER a bill has been paid in full, INCLUDING interest for another TWO additional billing cycles is ABSURD and should be illegal. 

   

  Just because you can try and justify this policy in writing does NOT make it right.  For me it was a drop in the bucket, but someone less fortunate with higher balances, it could be devastating.  It stinks of bad faith tantamount to loan sharing.  Almost impossible for someone to pay their debts without being abused financially.  Again, just because you can get away with this behavior does not make it right!

  People need to be warned before they take out a Citi credit card that you will be nickeled and dimed for a minor oversight with horrible customer service.  Most any other major credit card company, one, does NOT have this policy and two, recognizes the obvious customer frustration over a MINOR oversight and adjusts the account to in order maintain customer service reputation.  You did neither and actually encouraged me to close my account.  REALLY?  Over $1.50, then $4, then $7.  All intrest on intrest!

   

   

   

   

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

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business Response

  Date: 01/15/2024

  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:12/15/2023

  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 encountered significant challenges with the handling of my CD account at ********************** ****, resulting in frustration and financial penalties. Upon the maturity of my account on 11/30, despite attempting to transfer funds while abroad, I encountered persistent technical issues on the online platform, preventing successful transactions without any clear error messaging. Upon returning to ***************** on 12/15 and contacting customer support, I was informed of a penalty of $180 due to the account's renewal after the grace ******* a situation exacerbated by the lack of functionality in their system or adequate communication regarding the renewal process.Despite escalating my concerns to a supervisor in pursuit of a logical resolution, the response from Citi ****'s representatives remained unsatisfactory and inflexible. The imposed penalty of $180, representing a substantial portion of my annual interest, seemed disproportionate, particularly given the circumstances of the automatic renewal of the CD at a lower interest rate than publicly advertised. Notably, a contrasting experience with another financial institution, **** of America, exemplified a more customer-centric approach by swiftly waiving similar fees.As a shareholder of Citi ****, these experiences have been disappointing, highlighting systemic issues in customer service and transparency within the institution! No wonder they have been closing so many retail branches while losing customers, as their stock value has been plummeting for years. This kind of business practice is literally just borderline criminal!

  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

• Initial Complaint

  Date:12/15/2023

  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.

  On September 30,2023 I went to the drive thru atm for citi bank. I stopped to deposit $500 because I needed to make my car payment. It was 8:14am at the time. The box opened up,put the money in,and noticed it took a while to close,I didnt want to put my hand in there and get hurt I left it alone. After about 1 minute later it closed. It then says on the screen "we are sorry but due to technical difficulties we cannot return or deposit you money". It then proceeds to give me a receipt which I uploaded here. It showed a number to call and I stayed there by the atm. I called the number and i let the representative know what just happened. He then tells me theyre going to open a claim.He then states that it would take 45 days to make a decision. So about a month later i called and they stated they had to close to case due to descipency of info and that a depsoit was never made. I said if that was the case why did i receive a receipt. So the gentleman says "oh i see we made a mistake on the date?" So i said how is that possible he says we will hve to open a new claim. So i said fine. I waited a few weeks and called for status updates. Sent the receipt twice via fax and email. and everytime i called no updates. That i had to wait 45 days. Everytime i called they would give me a different reason and it was a zelle or cashapp malfunction. I said "no, i deposited money thru the atm" so again then i asked can you give me a solid reason why they opened a second claim because they told me it was due to the date. he said no there was nothing wrong. so they have been giving me the run around for about 2.5 months now. I called again today 12/14/2023 because there was supposed to be an update and the man was very rude and said its gonna be ***** days! i said whoa where did the 60 days come from? he said its the policy and you have to deal with it. I said fine i will just report it and thats it. I owe people money becuase of this or i wouldve lost my car and i know they wont pay me

  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
  
  

• Initial Complaint

  Date:12/15/2023

  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 direct payment cashier's check to ********** Citi Card for $3016.18 to pay off my account. ******************** deposited this check on 11/28/23 but the payment still hasn't reflected my account. I have called several times only to be told that I have to wait for them to file a dispute. Every time I call I am told to just be patient while they investigate. It's been 3 weeks

  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. 

• Initial Complaint

  Date:12/14/2023

  Type:Sales and Advertising 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.

  Ive had the ********** credit card for years now and have always paid off the full balance before due date. About 6 months ago I paid the balance but apparently they said I paid $6 less than what was owed and the payment was late . First and foremost I paid off the entire amount to my knowledge and had no idea that I was racking up late fees of about $80 and increasing until about a few week ago. They said theyve been emailing me . When ever I attempt to get into that account it does work, so I always call to make to pay it off . They are refusing to waive these late fees except for one of them . Which they are making me pay about $50 as being penalized for not paying $6 more and it was delayed . As a customer thats always been on time paying off the full balance and one time being penalized I asked for an exception

  Business Response

  Date: 12/15/2023

  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. 

• Initial Complaint

  Date:12/14/2023

  Type:Sales and Advertising 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 sent me an email that they were closing my account on October 26, 2023. They did not provide any explanation. From that date I no longer had access to my savings account. I could not log in nor see my statements which were all online. I had no access with my card either. I called various times and was answered by a call service in *****. No one would tell me the reason for my account closure. They were rude and hung up despite pleading for information. I continued to call with no explanation. I received ZERO correspondence via mail like they said I would. They refused to verify my mailing address which I have moved recently. I have not received my money which was over $10,000. This is illegal and I have talked with a lawyer. I want my money back immediately and I want a letter explaining the reason they have illegally withheld and stolen my money I worked extremely hard for.

  Business Response

  Date: 12/14/2023

  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: 01/12/2024

  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:

  [Your Answer Here]

  I have reached out multiple times to citi bank executives office and opened 3 cases now. They have promised to resolve this issue within 15 days with each case that I have opened. Still I have yet to verify my mailing address because no one is able to. I have also yet to received any correspondence via email, mail, or telephone. I need answers to why my money is being withheld now for what is going on 4 months. I have documents and records of my money being in this Citi bank account and have been in contact with multiple lawyers. I hope this will be resolved immediately.

   

   

   

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

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 04/01/2024

   

  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:12/13/2023

  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 am filing a complaint against the ****** Citibank rewards card customer service ***** I recently incurred a return check fee of $30 because my autopay was not properly set up. In the entirety of having this card/account in the last 5+ years I have never had a late payment, fee, collected interest. When this recent event happened, I immediately reached out, made the payment and asked for the return check fee to be credited. The rep informed me that I would be eligible once the fee was posted to my statement. A few weeks later, I reached out again and was told the same thing, to just wait. Now today, 12/13/23, the fee has DEFINETELY been posted, they are saying that I am not eligible. They said they can return other fees, but not this one. I then spoke with a supervisor, *****, who said the same thing. I am not sure why two separate employees said I was eligible and one even saying our convo was "left it in the notes" to contact them again and they'll handle it. Again, I have never incurred a fee on this account and just want was told to me on two different occasions. If you cant directly refund the return check fee, I will gladly take a gift card, statement credit, statement adjustment, shop card to ******, etc.

  Business Response

  Date: 12/14/2023

  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:12/13/2023

  Type:Sales and Advertising 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 December 11, I was contacted regarding past due amounts not posted on my account, I paid off the entire balance and the check cleared Citbank on November 25th. See image . This institution is unethical and unscrupulous due to the fact they charged me late fees and interest in a total of ***** plus late fees to price gauge more money they're NOT ***********. I want these fees reversed and billing adjustments made to reflect the correct balance without finance charges as we intend to pay the remaining balance in full,, and no longer do business with them. This institution is nothing more than a legalized loan sharking operation and I find them disgusting.

  Business Response

  Date: 12/14/2023

  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 find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ********* ***
  
  
  
   
  
  

• Initial Complaint

  Date:12/13/2023

  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.

  Received a fraudulent charge on my credit card on Aug 19th 2023. I summited a claim as per the bank's process.My claim was denied on the grounds that "The purchase was made by the rightful account owner" however, the investigation documents provided by the bank clearly show the charge was made by a fraudulent third party. This report is available to BBB.I have contacted the bank repeatedly and they have admitted that the charge is fraudulent, but they have not credited the amount back to my account. The bank associates commit to a resolution but they never follow up.In addition to the fraud, it is shameful that Citigroup had access to all the perpetrators (email, physical presence at event, potential ID) and did nothing to bring these thieves to justice.

  Business Response

  Date: 12/13/2023

  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:12/13/2023

  Type:Sales and Advertising 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 identity was fraudulently used to apply for a Best Buy credit card. When I learned about this, I contacted Best Buy. There were no options in their phone tree to address fraud or speak to a human. I turned to their chat. They wouldn't help me unless I had an account - I was trying to report a fraudulent attempt to create an account. They were unable to rescind the application & wouldn't provide me any assurances that someone wouldn't be able to apply using my information in the future. They refused to help.

  Business Response

  Date: 12/14/2023

  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.