Business Profile
Banking Services
CitiHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Banking Services.
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
- 5,672 total complaints in the last 3 years.
- 2,372 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/09/2024
Type:Billing IssuesStatus: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 secured citi card with citi bank my deposit was my credit limit for the time I had the card I deposited $200 and my credit limit was $200 my account was in good standing and had a 0 balance at the time of closing the account I never received back my security deposit of $200 they also marked me as ***** lates when the account was in good standing when the account was closed the balance was paid in full I should have received my money back in the mail by check our initial agreement was a refund of my security deposit once the account was closed there was no reason to not refund my depositBusiness 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 daysCustomer Answer
Date: 10/21/2024
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 not recieved any emails or phone calls pertaining to this case
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* ******
Business Response
Date: 10/25/2024
#***We are currently working on this exact issue from the client on BBB ID ********Initial Complaint
Date:10/09/2024
Type:Billing IssuesStatus: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.
Since I would not talk to city card employee, and did not want to hear there uncharged sale. They would not let me pay my bill, a begged and begged for them to put me back in the automated system. When I did they then implemented a security and preventing to pay my billBusiness Response
Date: 10/09/2024
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:10/09/2024
Type:Product IssuesStatus: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 made a payment to my Citibank double cash card on 9/8. That same day, I checked the balance of the checking account the payment was made from. I verified several times that there were sufficient funds to make the payment. Citibank ultimately processed the payment. However, on 9/8, I found that Citibank charged my card $41 for a "Return Check Fee". I talked to a representative about this and they told me there's "nothing they can do". I expect a refund for this charge.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: 10/29/2024
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 been contacted by Citibank about the issue and they want verification of the funds being available from *********. I contacted ********* but the response was that I should redirect my inquiry to another department. I am still awaiting another response, so this case remains unresolved but I must respond to prevent its expiration.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
**** *******
Business Response
Date: 10/30/2024
We are currently working on this exact issue from the client under BBB case ID: ******** . We will continue to investigate the customers concerns and will respond directly to the customer,if applicable, via phone, email, or mail within 15 days as previously advised.Customer Answer
Date: 11/21/2024
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. More specifically, I was informed that I would be given a refund this one time for no particular reason. However, ********* responded to me since saying that the funds were not sufficient for the initial transaction pull. Yet, the account balance at the time did, in fact, indicate otherwise. This means there was a misunderstanding caused by an inaccuracy in their user interface. To prevent as much, they could very easily update their application to distinguish between their checking account's true balance and it's pending balance, rather than instantly updating to reflect the latter before funds actually settle after an internal transfer is initiated. On behalf of all **** customers, I expect going forward that ********************** Bank will levy its fees against ********* directly for causing such misunderstandings when they lead to failed ACH pulls.
Sincerely,
**** *******
Initial Complaint
Date:10/09/2024
Type:Billing IssuesStatus: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 an account with Citi in September. About a week before receiving a closure notice, I contacted Citi's fraud department because I was unable to add my debit card to my mobile wallet. The representative confirmed there were no alerts or holds on my account at that time.However, a week later, I received an unexpected email notifying me that my account was being closed, and I immediately lost access. There was no prior warning or reasoning provided for this closure.I contacted the personal banker (******* *****) at Citi's *********** ******, who helped me open the account, and they submitted a request to Citi's fraud department to stop the closure. Unfortunately, on 2024-10-07, the back office denied this request. The banker reviewed my transactions and found no reason that should have resulted in account closure, although there's one large outgoing transaction (~ $45k) to the institution labeled on the transaction as "********, ********," which is the university I am currently attending (******************* in the ****************) for a master's program, and the transaction was for paying the tuition. I also contacted Citi's Executive Response Team after the request denial, and my case number is ***********************.I would like to regain access to my funds and an apology from Citi's fraud department since I have not been given a valid explanation or opportunity to rectify any potential ********* of the date of the account closure notice, there are still $3935.04 in the checking account and $5000.68 in the saving account.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.Initial Complaint
Date:10/07/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Citibank admitted to falsely claiming that a check was fraudulent when they later found out it wasnt, then they froze my account, and later closed it and I still havent received the money that was in my account.Business Response
Date: 10/08/2024
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:10/04/2024
Type:Billing IssuesStatus: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 2020, I applied to refinance with CitiMortgage, during the process which took over 3 months, I was unfortunately laid off. I decided not to further pursue refinance since rates started to go up. I did settle all my payments for documents and services to CitiMortgage, therefore I believed everything was *************, I went to Cenlar (my mortgage provider) to make an extra payment. The site informed me I was $90 overdue. I never noticed this charge since I was always on autopayment and never received a notice that I was overdue. After talking to Cenlar, I found out I was charged $90 for 3 transactions "requests for payoff" from ********* ***** (CitiMortgage) on 12/9/20, 9/17/20 and 7/27/20. 1.) Why is Cenlar charging me for something that Citi requested from them? I don't believe I authorized Cenlar to charge me. If I apply for an auto loan the *** don't send me a bill for request for my driving records made by the dealership. ***** doesn't bill me for the insurance records requests the car dealers make. The dealers should charge me and be upfront about the charges.2.) Why was I never informed of this charge by Cenlar or Citi? It just sat in my statement which is on autopay for over four years. Thankfully there were no additional interest charged.3.) Why were there 3 requests for payoff, a request every 2 months? I mean if there is a charge they should've made the requests at the end of the process. Its very frustrating to see 3 charges from my Cenlar account, I didn't authorize Cenlar to make those charges. I know I wouldn't have authorized Citi to make those charges 3 times. There is no reason to have to check payoff information 3 times. Citi should have asked me for copies of my monthly statements from Cenlar and only ran the check 1 time. I believe I should be refunded at least $60 if not $90 by Citi so I can pay Cenlar. A very frustrating process.Business Response
Date: 10/07/2024
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:10/03/2024
Type:Service or Repair IssuesStatus: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 had a ** in Citibank which was matured on 8/23/2024, I called Citibank customer service to renew the ** on 8/23/2024. The agent told me the new ** interest rate for the day is 4.65% with the term of 6 month. I accepted the rate and instructed the agent to renew my ** with the term. The agent processed my request and assigned a process ID as **************. I thought everything is settled. However, several days later, I received a letter from Citibank, saying that my ** is renewed on 8/27/2024, which is 4 days later than the day I called, and the rate is 3.75%, much lower than what I was told. Since then, I called Citibank customer service many times trying to resolve this issue, but they keep refusing to make any corrections. Therefore I have to turn to you to look for help. Thank you very much.Business Response
Date: 10/04/2024
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.Customer Answer
Date: 11/04/2024
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. Thank you very much for working on my case. I got the response from Citi, the issue is resolved as I requested, I am satisfied with the result, please close this case.
Again, many thanks for the great work of you and your organization.
Sincerely,
**** ****
Initial Complaint
Date:10/03/2024
Type:Product IssuesStatus: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.
The dispute regarding this case is banking procedures are not taking place at CitiBank ********, **, pertaining to fraudulent transactions on my checking account along with not applying the monies back into the account. This particular bank continues to refuse to cooperate along with **************** **** also in the case of receiving text message regarding fraud the bank still refuse to acknowledge that it was fraud and refuse to refund accordingly/investigate. I have been a customer since 2021 and have had monies removed from my account with a total 5x of having to replace my debit card. Please help! I need my refund no job at this time since June *******.Business Response
Date: 10/03/2024
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:10/02/2024
Type:Product IssuesStatus: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 item for *****. Immediately after I purchased the website was deleted and nothing has been shipped after 3 months. Despite NOTHING BEING SHIPPED citi seems to think it is not a scam. Gave proof multiple times but have never given a reason why my dispute was denied. Stay far away from this bank as they only help scammers.Business Response
Date: 10/03/2024
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 daysInitial Complaint
Date:10/02/2024
Type:Billing IssuesStatus: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 formally lodge a complaint against Citibank regarding the closure of my Diamond Preferred account, ending in ****. This account, which has been in good standing for 16 years, was closed without any prior notification from Citibank.The closure of my account, cited as being due to inactivity, was unexpected as I did not receive any notifications or disclosures indicating that I needed to use the credit card within a specific timeframe. I have consistently maintained a zero balance and have never incurred any late payments or penalties during the entire duration of the account.This abrupt action by Citibank has negatively impacted my credit report. The removal of my 16-year credit history and credit limit from my records has diminished my creditworthiness, which is concerning and detrimental to my financial health.I kindly request that your office investigate this matter and assist in resolving the negative impact that this account closure has caused. Furthermore, I urge Citibank to reconsider their policies regarding account inactivity notifications, ensuring that customers are adequately informed to prevent such occurrences in the future.Thank you for your attention to this matter. I look forward to your prompt response.Business Response
Date: 10/03/2024
Please accept this notice that we are investigating the customers concerns.
Citi is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.