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:10/18/2024
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 went to a branch in ***** to make a withdrawal and they said I couldnt. I contacted the bank they said go inside a branch and it will be cleared. So I go the next day inside the branch and they said my account is close and couldnt give me my funds. My account number is ********** my name is ****** ****** and my executive response unit case number is *********************
Business Response
Date: 10/18/2024
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:10/17/2024
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 have been a customer with ********************** for over 12 years. I had a late fee posted on my account for September. I wanted it removed so I contacted them via chat. They were unable to help as they said I received one earlier this year. I did not understand how that could be an issue. I have called other card companies to remove late fees and they were honored. Some months it gets hard and I thought Citi would have sympathy for their customers. I called on September 18, 2024 in order to get a late fee removed by speaking to someone and having them aware that this is not a frequent incident. They were understanding and said they would remove it and I would see it reflected on my next statement. It was not reflected on my next statement. I called them to try and understand why, and why I was not informed that it did not process. All i kept getting was the same response and no information or ability to understand why it was not processed. I was told it reversed. However, Citi is quick to charge fees on your card. The customer service is disrespectful. Please use a different card company. ANY OTHER ONE.
Business Response
Date: 10/17/2024
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.
Initial Complaint
Date:10/17/2024
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 standard checking and savings account and was advised to fund the account. I deposited a payroll check for $2340.10 from my job on 10-12-2024 and upon attempting to verify if the funds cleared I was unable to access my online account. So I contacted the bank and was told my checking account was under review and not given a reason and that it could take 15 calendar days for a resolution. I spoke with ***** from Citi Bank Executive Team. Case# *********************
Business Response
Date: 10/18/2024
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:10/17/2024
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 was issued a refund of $1,121.50 from a merchant to a closed account. I have been GOING BACK AND FORTH WITH CITIBANK. BEING TOLD LIES AND MORE. I WAS TOLD THE CHECK WAS REJECTED BUT THE MERCHANT DOES NOT THE FUNDS RETURNED TO THEM. THEY FILED A DISPUTE AND IT WAS DENIED. I SPOKE W A SUPERVISOR WHO STATED THAT MY CHECK WOULD BE ISSUED IN 15 DAYS. WHEN I CALLED BACK TO CONFIRM THEY STATED THAT THEY HAVE NO NOTES CONFIRMING THIS CHECK BEING SENT. WHERE IS MY MONEY AND WHY ARE YOU LYING TO YOUR CUSTOMERS.
Business Response
Date: 10/17/2024
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:10/17/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
Per technical issues reported to Citi in April of 2024, I was told to file a tech ticket, which I did under ****** on Sep 25th. I was then told this ticket was closed as they needed more information without any notification to me (?) on Oct 1st. I then filed another ticket on Oct 1st, for what is clearly a technical issue, under ******. I clearly told the agent that the team has to reach out to me if they needed something. I then called on Oct 16th for an update and was told the ticket was closed silently again, this time because it's not a digital issue. It absolutely is.Citi, I need you to properly have this tech ticket opened and resolved. I need notification from you on the tickets, and I need to understand why none of this was sent, multiple times, even when clearly telling your tech team to do so, which I should never need to do.Separately, please leave a complaint for the manager ****** (******) with whom I spoke with on Oct 16th. She pretended not to hear me and hung up the phone, stated she did not know what to do, and didn't help at all. Your support is embarrassing and I shouldn't be suffering through this ticket for weeks, let alone the tech issue reported to your team multiple times for over 6 months.
Business Response
Date: 10/17/2024
Citi will no longer respond to the customers complaints as we consider the matter resolved.
Customer Answer
Date: 10/18/2024
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:

Citi has never provided a response to this technical issue. Where is the response?
Sincerely,

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

Business Response
Date: 10/24/2024
Citi will no longer respond to the customers complaints as we consider the matter resolved.
Customer Answer
Date: 10/25/2024
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:

Citi has not responded at all regarding these technical issues. ********, an agent working on this case, told me to open these tech tickets. I did so and faced the attached. No one from Citi has addressed these whatsoever.

Sincerely,

********* *******
Initial Complaint
Date:10/16/2024
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.
This is about Cititravel, which is part of Citibank and to my knowledge not its own company. February 17th 2024 Amount paid: $1,494.72 (+claim of $1,695.25 incurred damages for replacement accommodation) The case is about Travel Agent Services / Hotel accommodation.The dispute/claim is about the consumer (undersigned) having been defrauded by the Company. (Please see the attached document for detailed description & supporting documents.)The Company is just bouncing the consumer around, asking the same information over and over again and not showing any real interest even investigating the matter internally.A secondary reason to filing this claim is to raise interest at BBB about the fraudulent practices exercised here, which in my opinion go far beyond misrepresentation and should be of even larger concern than my individual case.
Business Response
Date: 10/17/2024
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:10/16/2024
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.
I BOOKED A FLIGHT ON *************** ROUNDTRIP FROM *********** TO ****** ON 9/30/24. BOOKING NUMBER QMLTEL. I CANCELLED THE FLIGHT THE SAME DAY 9/30/24. THIS CANCELLATION WAS WITHIN THEIR 24 HOUR COOLING OFF PERIOD. I HAVE ATTACHED THE CANCELLATION AND THE CONFIRMATION OF THEM CANCELLING THE FLIGHT AND ISSUING A REFUND. THE CHARGES POSTED TO MY CITI CARD FOR $989.40 SO I DISPUTED IT WITH THE CREDIT CARD COMPANY ON 10/1. I HAVE ALSO ATTACHED COPIES OF THESE TRANSACTIONS. THE CREDIT CARD TRANSACTIONS SHOW THE CHARGES MADE BY *************** FOR $883.40, $53.00, AND $53.00. THESE CHARGES WERE POSTED ON 10/1. YOU CAN SEE THE HIGHLIGHTED DISPUTE ON EACH CHARGE. CITI THEN REVERSED THE DISPUTE AND STATED THAT I CANCELLED THE DISPUTES WICH IS NOT TRUE. THEY THEN REVERSED THE DISPUTES EVEN THOUGH YOU CAN CLEARLY SEE THAT THERE ARE DISPUTES ON THOSE REVERSALS. I THEN CONTACTED CITI AGAIN 10/14/24 AND SPOKE WITH ****** AT CITI OUT OF THE KENTUCKY OFFICE AND SHE SAID THAT CITI DID IN FACT CANCEL THE DISPUTES AND THAT THAT IS WHY THEY REVERSED THE CREDIT. SHE IS NOW SAYING THEY HAVE TO OPEN A DISPUTE AGAIN. I ASKED WHY THEY DO NOT SHOW THE REFUND FROM *************** AND SHE COULD NOT TELL ME. I NOW AM WAITING ONCE AGAIN FOR THEM TO REVERSE THESE CHARGES BECAUSE THIS FLIGHT WAS CANCELLED AND REFUNDED BY THE AIRLINE BUT CITI HAS NOT CREDITED MY ACCOUNT FOR THE REFUND AND THEY HAVE ALSO PUT THE CHARGES FOR A CANCELLED FLIGHT BACK ON MY ACCOUNT. I AM ASKING ********************** TO REFUND THE ENTIRE AMOUNT FOR THE FLIGHT THAT WAS CANCELLED IN THE AMOUNT OF $989.40 ALONG WITH ANY INTEREST ACCRUED BECAUSE OF THEIR ERROR.
Business Response
Date: 10/16/2024
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
Customer Answer
Date: 10/17/2024
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:
These charges have been disputed by me since 10/1 and Citi still has not refunded my money. Citi has all the proof they need to complete this and refund the entire amount. There is no valid reason to make me wait another 15 days for a response when the information Citi needs regarding this transaction is clearly available in my documents. They stated that they have not heard back from *************** and I find that difficult to believe because I have spoken with them numerous times regarding this matter and they stated that Citi is holding up refunding my money on this cancelled flight. If I dont get a refund from Citi in the next 5 working days I will be hiring an attorney. Citi has no reason to delay refunding my money and is causing me extreme anxiety.

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

Sincerely,

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

Business Response
Date: 10/18/2024
We are currently working on this exact issue from the client on BBB ID ********
Customer Answer
Date: 10/24/2024
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:10/15/2024
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 has been holding my funds for over 2 weeks and telling me that my account is under review with no one to talk to. I have provided all the needed information and they continue each time i call explaining to wait 48hrs which now has been more than 2 weeks. I had credit card payments reversed and incurred charges as well as interest due to payments not being processed. The bank refuses to provide me any information or anyone to talk to while continuing to block online access to access my funds.
Business Response
Date: 10/16/2024
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
Customer Answer
Date: 10/17/2024
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 have spoken and reached out multiple times since October 1st. Citi Bank continues to delay a resolution and access to my account while withholding my funds. I will not wait another 15 days after already waiting 15 days from the first contact explaining I will recieve an answer within *********************************** access to my funds as this has now caused damages. I have had returned credit card payment fees of 30$ as well as carrying a higher balance incurring interest. Furthermore, these funds were to be used towards bills and expenses that after such a long amount of unreasonable amount of time will also cause damages. The resolution needs to be from the start as I have spoken to many **** againa and again to UNLOCK my ACCOUNT so I have access to my money! Any investigation into fraud should not take more than 30 days especially when I am able to provide any information needed to prove the transactions and the account is my doing and my actions.

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

Sincerely,

***** ******

Business Response
Date: 10/18/2024
We are currently working on this exact issue from the client on BBB ID ********
Initial Complaint
Date:10/15/2024
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 sent a ach from my ***** account to ******************** account and the money hasn't been deposited to the account. I called and they won't release my deposit to the account until the 16th. It's ridiculous and dumb, this is why i stick with ***** cause i don't have these issues. Yeah i'm frauding myself by sending money from my account to my account. I want it released so i can send it back to my main and close this one. On top of that i verify through the auto system and then get asked for my debit card number and bank account. Why do these people have access to debit card numbers? When true fraud hits its normally from their employees. It makes me squirm knowing they can see my card info. I don't recall setting no secret word during account opening that i keep getting asked for. No one has given an option to change it or nothing. I don't even see an option online or in the app. My screenshot shows the transaction from my ***** *****
Business Response
Date: 10/16/2024
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.
Customer Answer
Date: 10/17/2024
15 days yeah that's not good cs.

Business Response
Date: 10/18/2024
We are currently working on this exact issue from the client on BBB ID ********
Customer Answer
Date: 10/23/2024
Please do not call me at 8 am in the morning. That's not a good idea at all. Your repsonse is a little to late to resolve the issue at hand. I closed the account yesterday, ********************** close this.
Initial Complaint
Date:10/09/2024
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.
I am writing to formally lodge a complaint regarding an extremely distressing experience I had at ************ on October 7, 2024, at approximately 4:00 PM. I was approved for a temporary ****** credit card with Citibank a total limit of $7,100 and was written on the document I had $4,100 available for immediate use.However, when I attempted to check out my goods totaling $1,617.54, I was unable to use the credit card. I returned to the front desk, where an employee, *******, informed me that there was an issue with the printed temporary card details. I was told that this problem arose because they had voided the first print which was given to me instead of the second one, which was incorrect.Despite waiting for over 35 minutes while ******* manually keyed in each transaction number to re-charge the credit card, the issue persisted. ******* voided the initial transaction that was charged to my debit card, but when she tried to charge the credit card, it failed again. I was directed to contact the bank via phone, where further problems occurred. The bank could not verify me using my phone number. I was not told the reason despite asking why on multiple occasions. I provided two additional phone numbers, but the system continued to reject them. I was told by the banks supervisor there was no other way I could be verified except by post/mail, which left me unable to use the credit card at checkout that day.After spending over 45 minutes trying to resolve this, I was left feeling embarrassed and stressed, to the point of tears. ******* eventually charged my debit card again for the goods, but now I have two charges on my card and no refund for the voided transaction, which will take 3-5 business days to process. This depletion of funds has caused significant financial strain.The entire ordeal was deeply frustrating and humiliating. I request a prompt resolution to this issue and appropriate compensation. Thank you for your attention to this matter.
Business Response
Date: 10/09/2024
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: 10/22/2024
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,

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

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Citi is NOT a BBB Accredited Business.