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

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  Citi

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

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  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:12/04/2023

  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 06/27/2023 I opened an online account (#************ with CitiBank and made a mobile check deposit (Check **** - First ************* and Trust) of $1,000.00 from my father, ******************* into the account. After I made the deposit, I tried to sign back into the account later and was given an error message. I called and was advised that the fraud/security division closed my account. I was told the account was closed because the check was not valid (it was/is valid, they took the funds out of the issuers account) and funds would be returned to me within ***** days if there was no dispute of the check. I've been trying for 156 days (12/1/23) to have money from a check I deposited returned to either myself or to my dad's bank account. The check is valid with zero disputes and Citibank is not cooperating with returning the funds. I have made numerous attempts to discuss this with phone representatives and have made no headway. After almost 6 months, the funds have not been returned to either myself or my fathers bank account and I want this issue resolved.

  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
  
  

  Customer Answer

  Date: 12/20/2023

  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:12/01/2023

  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 credit card that was fraudulently used over a year ago . I immediately called to cancel and close account . I was issued 3 different card numbers and account was never closed until 5-2023 I was charged mass fees and was enrolled in automatic withdrawals through the app I had downloaded . I called many many times and requested to close all cards and refund me the automatic withdrawals which at the time I didnt know the exact amount the Citi employees refunded me $1,231.32 . After later reviving a statement that refund was put back on the credit card . I began calling again to find out the reason if it was a reimbursement, after calling overseas for months I finally got someone in FLa who said he would have to get info from archives. Never heard back. I finally reached the Citi executive team and pleased they assist me . They said no notes of the refund or info was there and I owed the refund in total. Then they said after further inquires by me the difference I paid was $409.02 leaving $822.28 took almost a month and me fighting with them to get this info . I paid that with some interest and fees since in fact they had solid numbers . I have continued to be charged late fees and interest on money that wasnt a credit , but was told to me it was . I agreed to pay the ****** and sent the payment as of today 12/1/23 I told her I refuse to pay any extra fees and interest since my inquiries keep coming back with different information and they claim I never had an online acct access which is a complete lie . I had the app with full access until late may of 23 when the escalation **** claimed to take care of the concerns and eliminated the app and account . I was still being harassed and billed and finally found Citi executives which as they were investigation all 3 cars numbers continued to charge me fees and interest . Not only was that never disclosed as off 11/22/23 the complete statement emailed from the executive office stating balance of $****** .I paid that

  Business Response

  Date: 12/01/2023

   

  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:12/01/2023

  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 am writing to express my deep dissatisfaction and frustration regarding a persisting issue with an erroneously opened checking account, and the subsequent lack of resolution despite multiple attempts to address the matter.In October 2023, I received an email from Citibank instructing me to make a deposit to fund a new checking account (Account Number: ************. However, I did not open this account, and in response, I promptly called Citibank using the number listed on my Citibank credit card.Over the course of several calls, I spoke to at least 12 representatives, explaining that the checking account was opened without my consent and requested its closure. Despite my efforts, the checking account remains open to date.The last representative I spoke to on 12-01-2023 insisted that I submit documentation regarding identity theft. I want to clarify that, at no point, did I claim that my identity was stolen. My sole concern is the closure of the checking account in my name, as there have been no funds lost, I did not initiate the account opening, and the issue remains unresolved.To facilitate the resolution of this matter, I kindly request the following:An immediate closure of the checking Account Number: ************************* on why the account has not been closed despite my repeated requests.Confirmation that no adverse impact will befall my credit or financial standing due to the existence of this erroneously opened account. ********************* made a report to the GA **** of ***** because I am a senior citizen, siting stolen identity, because I requested that this account be closed)I have documented each interaction with your representatives, including names and dates, for your reference. It is disheartening that this issue has persisted despite my sincere efforts to resolve it through regular channels.I appreciate your prompt attention to this matter and look forward to a swift and satisfactory resolution of the account being closed out of my name.

  Business Response

  Date: 12/01/2023

  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:11/30/2023

  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 purchased a ******* Dryer from ****** on November 02, 2021, with a ******-Citi credit card. In 2021, this card offers an extended 2-year warranty in addition to the standard 2-year manufacturer warranty. This November (4 days after the standard ******* 2-year warranty expires), my dryer makes excessive noise, and I filed a claim through ******, ****** states that it is under Citi's warranty program, so I refiled a claim to Citi Bank (Claim Number ********). I uploaded all required documentation, and Citi requested me to have a manufacturer-authorized technician come to examine how it could be repaired. The technician came and provided a written documentation saying this is a severe mechanical problem that cannot be repaired, and have to be replaced with a new one. I uploaded the evidence to Citi per their request, after two weeks pending and review, Citi rejected this warranty request, saying manufacturer does not allow to replace new. It is true that manufacturer warranty expires so manufacture would not replace a new one for me, but I could not understand why Citi cannot help as this is under their extended warranty period, which is the only reason I opened that credit card for major appliance purchases.

  Business Response

  Date: 11/30/2023

  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:11/29/2023

  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.

  In September 2023 I applied for a credit card with 0% APR and balance transfer introduction rate. I've applied for the balance transfer 3 times on my first call the rep stated that I don't have that option with card that I signed up for which is incorrect as it's in my terms and agreements she later went on to say that she did locate in my terms that I do have the option. I have spoken to several supervisors and customer care reps to transfer my balance and to this day CITI has not transferred my balance stating that they are unable to locate the account from which I am transferring the balance from which is a credit card. CITI and I contacted the bank in which I'm transferring the balance from, and the bank advised CITI that the account number is incorrect. All the supervisors I have spoken to state that it's an error on their end and have yet to resolve the issue. CITI bank is false advertising, and I would like to have this issue resolved. There is no valid reason as to why they have yet to accept my balance transfer request.

  Business Response

  Date: 11/30/2023

  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:11/29/2023

  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.

  They advertise a balance transfer special. AFTER you get approved for the card they tell you 10 days. AFTER you file for the balance transfer they tell you 14 days. AFTER the 14 days they tell you it takes 4 more.This is 3 breech of contracts that are costing ME interest on the loans the balance transfers are for. When arbitration the issue. They put me on hold and hung up. I have yet to get my money and everytime we talk they tell me they need more time but are costing me interest on both the loan from them and the loan it's going to and I now have a late fee.They lied and are costing me money!!!!!!

  Business Response

  Date: 11/29/2023

  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:11/29/2023

  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 was renewed without my consent. I received the invoice in the mail and called to cancel the renewal and asked to reverse the charges. The company agreed to do so.Then again, I started receiving calls, invoices, etc to make payments. I made calls multiple times and asked to speak to management, I would be on hold for ***** minutes and most of the time they would disconnect me. No one knows what they are doing, they keep me on hold and disconnect me. Citi and Best Buy/Geek Squad are not in sync with each other, each would try to forward my call to the other.Not one time did a manager come online and promised to resolve my issue. Now they have sent this to collections (invoice has increased) and it is affecting my credit.My account number ends in ******* is very unfair and I am frustrated as how this has been handled and since I am not able to do anything here and its effecting my credit, I am reporting this to BBB so that this issue can be taken care of and erased from my credit history. Charges to be reversed back and correction should be made to my credit report.

  Business Response

  Date: 11/29/2023

  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: 12/13/2023

  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:

  [Please see attached letter. As per my complaint earlier, whatever i have stated is true and to the best of my knowledge. I am requesting BBB to further investigate and ask the Bank to reverse/remove those charges as i had requested them earlier and clear my credit history. Thank you - *************************.

   

   

   

   

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

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

  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:11/28/2023

  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.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.CBNA ACCT #: **************** BAL. $2,661.00 Under the Fair Credit Reporting Act, 15 U.S.C. ****g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business Response

  Date: 11/28/2023

  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:11/27/2023

  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 29, 2023, I initiated a balance transfer through their Citi App, which takes a photo of the card in which you request to transfer (in my case a BoA card), upload to the ********** send the payment to creditor. They sent the payment, but incorrectly entered the account number (they verified it was incorrect), even though they had a photo of the card. Another BoA cardholder was credited my $5,400 balance transfer. I contacted both **************************** immediately & *** stated they couldn't do anything because they have no record of a transfer taking place on my account & they do not know what account the transfer was applied to. So, I called Citi. They claimed it was ***'s issue & they needed to credit the proper account, that the payment was sent successfully & therefore their job was done. I have now bounced from **************************** four separate times in the last two months, with my last call (which took place November 20) WITH a rep from BoA on the line with me as I spoke with Citi. Citi told us they had to use this reference number to locate the payment. BoA rep informed them that they don't use such ************** needed to know the account number in which the payment was applied, to which the Citi representative refused to provide. BoA informed the Citi rep several times that they can't do anything on their end without that information & even requested we be put in touch with someone in the accounting department, to which the Citi rep flat out said "No". I asked several times to speak with a manager & was repeatedly denied. The Citi rep even told me to REACH OUT TO THE RECIPIENT OF THE MONEY & REQUEST THEM TO PAY ME BACK. The Citi rep then told me that I entered the account number incorrectly and therefore it was my fault (remember, it was a photo) then HUNG UP. I was incredulous and the BoA representative was stunned. He said he never experienced such stonewalling in his career in the banking industry. This error is clearly on Citi and they need to rectify.

  Business Response

  Date: 11/28/2023

  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: 12/11/2023

  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:

  The response only states they are looking into the matter. I did receive a phone call from citi saying they would correct the problem on 12/4/23 but so far Ive only been refunded $1,650 of the $5,400. Also, Citi requested a refund of $3,545.62 from BOA on 11/30/23 from another balance transfer that was completed on 10/31/23 in the amount of $5,000 which has not been credited to my account as of today, 12/11/23. Im not sure why they requested the refund and why it has yet to be applied back to my account. 
  

  So to date, of the $5,400 error and the requested return of $3,545.62 from the successful balance transfer, only $1,678.50 has been credited back to my Citi account.

   

   

   

   

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

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

  Business Response

  Date: 01/04/2024

  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:11/27/2023

  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.

  This is *****************, (Address: ********************************************************************, PHONE :************), I am a loyal CITIBANK customer since ****, I deposit $40,000 on March for open a no plenty CD account (account last 4 number is ****) on *********************************************************** local CITIBANK branch. Which the banker who help enroll for this promotion offer no penalty CD account for me , she told me which I will receive a 18K gold rabbit which is a lucky animal for 2023 Chinese new year as part of CITIBANK CD promotion offer, and she promised me I receive the 18K rabbit on September 2023. But until today 11/27/23, I still not receive anything . I call this CITIBANK lady who open my CD account for me many times, but no body answer the phone forever, I left many message, but never have one live person call me back. I also call the local branch which the local bank phone will never have people to answer. And even I walked in the local branch (****************************************) which is the bank I open my CD account, the front desk lady have no clue about this offer and she just told me some body will contact me asap. But so many day past since I walk in, still no body care about this, and no any CITIBANK personnel contact me about the 18k gift. This is so frustrated and it is extreme not accept for treat a 25 years Citibank customer like that. *****************

  Business Response

  Date: 11/28/2023

  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