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

• 

  Citi

  Quality & Operations Control 1000 Technology Drive, M.S. 599 O'Fallon, MO 63304

• 

  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

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:12/11/2023

  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 used Citi Card for more than 20 years no problem at all. I paid the statement balance on time every month. However Citi Card stopped sending me paper statement, so i missed a lot payment on time and got paid penalty + interest for the late payment. I don't have time to check on my email everyday for the citi card statement. I called more than 12 times complaint about that & asked them to send me the statement again & again. But they keep send me the statement via email only.I would like the BBB to urge All Credit Card companies must send the physical paper statements to their customers. Unless those customers send a note to stop the paper statement.& asked Citi Card to return all late fee + interest to my account

  Business Response

  Date: 12/11/2023

  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:12/11/2023

  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.

  CD matured on 10/24/23. Citibank agreed to send me a check in ***** business days. Check never received. Visited branch on 11/24/2023 and 12/9/2023 and staff said they cannot do anything, I have to call CS. I DID call but still not get the check.(1)Citi App CD matured on 10/24/2023 (1 year CD $10,000 @3.68%). Requested to send me a check and close the account during grace ****** on 10/26/2023. The account is closed right the way and I've been told I will receive the check in mail ***** business day. Citibank does not provide any confirmation to the ********************************** App **/**/2023 Check not received, be told my account is not been updated and have me visit the branch.(3)Branch: *************************************************** Staff: ***************************, ******************* ***************** ************ Check not received, visited the branch on 11/24/2023, ****** said they cannot handle the transaction made online. Called the customer service and been told that she 'assure' the check will be sent by 12/8/2023. Citibank does not provide any confirmation to the ******************: ****************************************************** Staff: *************************** ***************** ************ Check not received, visited the branch on 12/9/2023, branch said even I open an account at the branch, still have to call CS to see if they are willing to transfer the money to the account. Called customer service and the machine had no record of my account or SS number. The staff of the branch recommended to press '0' to see if I could get to one of the live representatives. It was not working and staff could not do anything else to help.

  Business Response

  Date: 12/11/2023

  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: 01/05/2024

  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:12/11/2023

  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 October 13, 2023 three charges were made on our credit card that were fraudulent. We reported the issue to Citi who said they would investigate. On November 29 we received three letters stating the following: Because you have a monthly subscription with this merchant they can do nothing about it. When I called the credit card company again, they said I have to deal with the merchant, Optimum. When I called Optimum they said they have no record of these charges, they are SPAM. Please help me resolve this issue.

  Business Response

  Date: 12/12/2023

  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:12/11/2023

  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.

  11/27/23 I reported a person that hacked my bank account twice and they never resolved the problem but punished me by put a block on my account preventing from withdrawing my money and causing financial problems in my life! I want the block taken off my account so I can withdraw my money and close my account ! *** done playing this game ! Please help ASAP !

  Business Response

  Date: 12/11/2023

  
  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:12/08/2023

  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.

  Filed bankruptcy September 2018, Citi never respond to the bankruptcy but instead filed a lien in 2018, apparently before the bankruptcy filing. Citi then closed the account, meaning I no longer owe them any funds. However, when this was done Citi never removed the lien from the property (***************************************************************). Fast forward to present time. I initiated a refinance of the property and my original closing date was Oct 18, 2023. Upon initiating the closing process, the closing attorney discovered the lien on the property. ******************************, LLC, ******************************************************************, *******************. After numerous attempt of contacting Citi and the law firm handling the lien, I am no closer to closing on the refinance due to the failure of Citi to initiate an authorization to release the lien. December 6, 2023 the closing attorney reached out to ************************************* is the attorney spoken to, he explained to us that the account is closed, and typically when an account is closed, there is nothing more to do on the account. He stated they should have been notified to process a release back in 2018, and with that information it sounds like the account was closed prematurely. He also stated that it does not appear that they received any approval from Citibank to begin the release in October but did confirm if another approval was initiated today it likely would not show up on your account until Friday. I have waited the 4-6 weeks stated by Citi, for the resolution, and to date I have not received anything, other than the run around. Citi, is stating we should contact their attorney and their attorney stating they have not received any authorization from Citi to initiate the release for the lien on the property.

  Business Response

  Date: 12/26/2023

  This was referred to our banking team for handling as this is not mortgage related. They confirmed handling and will respond directly to the customer.

• Initial Complaint

  Date:12/07/2023

  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.

  This is the 3rd time since June that Citi had screwed me. I made a payment to pay my credit card off on November 10th and noticed today Dec 6th, I had a interest charge for $38. They said its for paying for the billing cycle after it started. The billing cycle started over 8 days before I made my payment. My previous interest charge was $54 and that was for 30 days. So you're selling me, I paid $38 in 8 days. That means my interest for that month, for 30 days, would have been $142.50. Mathematical, if you take $54 and divide it by 30, it's $1.80. So I should have only owed $14.40. I made the payment so I don't get screwed again. This is the 3rd time I've been. Screwed. Previous time my card was charged for a hotel in Wisconsin I didn't even book. It was under a different person's name. Filled a dispute and citi denied my dispute. How does someone use your card and even booked the hotel in their name, and I lose a dispute? Out about $178. 2nd time they screwed me was this past month. I have a promotion for no APR for *************************************** Dec of 2022. So why was I being charged interest after 12 or 12 months? I was going to keep this card but I'm to the point where I'm probably going to cancel it. I've had discover for 5 years an I've had 0 issues. Had this for a year and I've had 3 issues. Also the person I talked to live chat was rude. Her name was ***** or something. When someone uses your name in a sentence, it just comes off rude. I'd like my money back.

  Business Response

  Date: 12/07/2023

  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.

• Initial Complaint

  Date:12/06/2023

  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 opened a Citi ****************** account via ********. I deposited $30,000 into it via an electronic withdrawal from my local bank. After having the account for a while, I went to transfer a nominal fee back to my local bank to verify I could easily move my funds as promised and was unable to do so. The accounts, despite numerous attempts, would not link two ways. Instead, my money could only filter into Citi accounts, such as making my credit card payment or depositing funds. I attempted a chat, at which point, I was given misinformation about needing a different browser and clearing my cache to resolve the issue. I tried that. It didn't work. Today, I spent over an hour attempting to close the accounts. I received no verification and a ton of run around. Now, it appears the checking account (which had a zero balance) was closed, but the savings account with the $30k remains open. "***" the bot assured me that the funds would be mailed to me within 15-business days. Then he later said they were awaiting confirmation from me to proceed- but did not tell me how to confirm. I spent 70-minutes with him, with a closure stating that the account might be closed. Yet it is clearly not. I just want my funds mailed to me and an apology issued, not to mention compensation for the hours I've spent trying to access my funds and the investment I'm losing from having to wait 15-business days (if that ***** happens) to receive a paper check and being repeatedly lied to. I have uploaded a portion of our chat/it is cut off due to citi's chat continuously dropping me/resulting in me losing the chat. I attempted multiple ways to resolve this directly with citi and just want my funds back without damaging my credit rating. I am hopeful this complaint highlights/encourages them to give me what I am entitled to in a more timely and straightforward manner.

  Business Response

  Date: 12/06/2023

  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 because:

  I requested an apology, compensation and an explanation for being falsely marketed to, and my money back. Of those, I eventually received my funds back with no explanation or apology or desire to correct their misinformation. The letter send to me implied I initiated an effort to close an account and had to reach out twice to resolve that. This was not the case at all. My irritation came from customer service lying to me, which lead to me attempting upgrades on web browsers and hardware, only to learn I never was going to have electronic access to withdraw my funds to my local bank, only access to deposit funds from my local bank. I am relieved that they did finally send me a paper check with my funds but I lost nearly 2-months of investing time and wasted hours - only to finally get a response after filing this complaint. Overall, I'm beyond disappointed by how I was treated, the misinformation provided by customer service, and the time/stress wasted worrying about whether I'd ever get my money back.
  

   

   

   

   

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

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

• Initial Complaint

  Date:12/06/2023

  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.

  I have an account with ********************** Cards. There are three different interest rates on the count because of different promotions. For my bill that ended October 25, 2023, the balances were: -- Citi Flex Loan: ****% interest, $6,591.24 Balance -- Balance transfer offer 5: 0% interest, $2,341 Balance -- Balance Transfer Offer 6: ****% interest, $10,366.88 Balance The interest rate expired on 10/27/23 for the Balance transfer offer 5. The new interest rate was *****%. So, beginning October 28, the interest rate on Balance Transfer Offer 5 was *****%. Citi's policy is "We apply any amount you pay above your Minimum Payment Due first to the balance with the highest APR, then to the balance with the next highest APR, and so on." To avoid the high interest, I made a payment of $2400 on October 29. According to Citi's policy, anything after my minimum payment (which is around $400) should have gone to the account with the *****% interest. My bill on November 24 read: -- Citi Flex Loan: ****% interest, $4,192.93 Balance -- Balance transfer offer 5: *****% interest, $2,123.64 Balance -- Balance Transfer Offer 6: ****% interest, $10,337.17 Balance The payment beyond my minimum payment was applied to the account with a ****% interest, instead of the *****% interest. Citi's response (after more than 1.5 hours on the phone and two different calls) is that even though I paid after the interest rate expired, their computer system hadn't updated the interest rate as of October 29, so the highest interest rate was ****% according to their system and they cannot do anything. What I would like is for the payment to be applied correctly to the account with *****% interest, and for Citi to refund the interest they are charging me on the unpaid balance.

  Business Response

  Date: 12/06/2023

  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:12/04/2023

  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 reviewed my Consumer Reports and noticed that I had one late payment on an account that I was never late for. Consumer ****************** have assumed a vital role and have a responsibility to report Consumer information to the best of their ability with Maximum Accuracy. I have never been late on payments for the account: (BestBuy/***********************: (*****************) Please investigate and provide Proof with statements showing that this payment was late. If proof can't be provided I demand this payment be updated to on time as it should be as I was NEVER Late. Thank You

  Business Response

  Date: 12/04/2023

  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:12/04/2023

  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.

  EVERY TIME I CALL TO PAY OFF A FLEX LOAN / CITI PLAN I WAS TOLD I CAN'T PAY IT OFF EARLY WHEN IT CLEARLY STATES THAT YOU CAN PAY IT OFF AT ANY TIME I WAS TOLD IM NOT PAYING NO INTEREST SO WHY AM IM WORRIED ABOUT IT AND THEY WILL NOT LET ME PAY OFF THE LOAN BECAUSE THEY SAID I CANT YET I HAVE PAYMENTS AND A PLAN TO DO SO BUT HAVE TO REPAY BY MONTHLY PAYMENTS ONLY

  Business Response

  Date: 12/04/2023

  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.