Business Profile

Banking Services

Citi

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

7,485 total complaints in the last 3 years.
2,498 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:08/29/2023
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.
CitiBank did not investigate properly the Billing Dispute ************** with Great Solutions vendor dated 04/28/2023 for $3995, who I was unfortunate to get into business with, who exhibitted dishonest, unethical and unacceptable behavior and who should be banned from providing any services/products to customers to prevent future scam, lie, lack of customer service and misrepresentation of facts. It caused me lots of stress and health issues by now dealing with the merchant and non-responsive CitiBank!I have submitted all required proof of return of the medical device to ********************** to protect me a customer, but instead ********************** did not bother even to look into these documents, rather responded with a cliche phrase that the dispute is closed not in my favor because I did not provide proof of cancellation. But there was NO cancellation, there was initial reluctance from the vendor to accept the return for no reason despite active return policy and then upon my shipping the device back the merchant did not agree to refund the money because I opened the dispute with CitiBank. Now, Im left with CitiBank closed the dispute with no refund and vendor issuing no refund. Being a customer with ********************** for ** years I want to see the Bank that protects the clients against fraudulent unethical merchants, not closing eyes and letting things go. I experienced way better customer service with ***** and am planning to close all my cards and business with Citi, since they do not value their business with long standing customers.
Business Response
Date: 08/29/2023
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: 09/15/2023
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:

Hi CitiBank team,

I am following up on the Citi Reference Number: ********************* wrt dispute I opened with ************** vendor for $3995. I see my account was charged back the amount of $3995 despite the fact I have provided all required documentation to CitiBank (attaching it here again) that the device was returned within the return period in compliance with return policy. This is absurd that the bank that should protect my rights as the client disregards all submitted proof and does not hold the merchant accountable for dishonest and fraudulent behavior!!!! It seems that no one at CitiBank even went through the documentation I sent and solely relied on the merchant unwillingness to refund the money back, stating only that "The merchant will not honor our request and citibank is unable to obtain compensation from the merchant." This is not how this matter should be handled, the merchant was reluctant to refund me the money for returned medical device and that's the reason I had to open the despute!!!! CitiBank made no attempt to make merchant comply with their own return policy and just protects the vendor! I request CitiBank to hold the merchant accountable and debit the full amount back to my credit card!!!! I am very concerned that my rights as the bank's client for over 10 years are absolutely disregarded! Why would i need to have business with the bank that cares less about protecting my rights?!

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

Sincerely,

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

Business Response
Date: 09/29/2023
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: 10/10/2023
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:

[Your Answer Here]
I have received a phone call from Ramila Citi Executive Response Group stating that the merchant is not willing to issue the refund for the returned medical device. We had a lengthy discussion with representative ****** and apart from the fact that the vendor is not willing to cooperate, she did not provide any resolution to the dispute. This behavior exhibited by the CitiBank representative showed no compliance with the Fair Credit Billing Act that CitiBank should follow when protecting customers in settling disputes. CitiBank completely failed on my Consumer Rights Protection after 10 years of my business with the bank. I have provided all the proof and documentation that the merchant kept the money and received the returned device, and behaved dishonestly, illegally and fraudulently and my credit card still remains charged by the dishonest merchant.

I will have to seek help thru the ****************** Protection Bureau, CitiBank's Regulator and ************************* to keep CitiBank accountable for failing to provide basic protection to me as a credit card user and ********************** did not comply with the Fair Credit Billing Act!

Regards,
***********************

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

Sincerely,

***********************
Initial Complaint
Date:08/29/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My daughter, *********************, turned 18 on June 1st. Prior to this date she had an account with ********************** with me (*********************) as custodian. I did not receive their letters sent prior to June 1 and then at some point they sent a registered letter which required me to sign for it (which I could not do because I work during the day). they ultimately sent funds to Unclaimed Funds on August 1st. They did not try to reach out via my reasonable contact information as they have both my phone number and e-mail address. *** will not be able to access her money for close to three months until it shows up at unclaimed funds. Additionally, for the period of time when they froze the account they charged the account $25 a month. They claimed they would send to a supervisor and someone would CALL me with their resolution with whether they would return this fee. They never called...
Business Response
Date: 08/29/2023
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:08/28/2023
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.
Applied for a Citi Card cash back credit card and denied twice, 1st for an account that ********************** was not able to find, and after sending written complaint to resolve, discovered it was a card from 3 decades ago for a card that was DISCHARGED in a bankruptcy from ****. ** spoke to a Citi representative who advised they would "research" and get back to me to try and close out the comment on my profile. I tried to apply again today and was denied by Citi Card. If Citi keeps consumers from applying to their cards which include obsolete information, without having a resolution when they can't find the account, and you can't dispute with Citi directly because it does not show up on a credit report, they are instituting an unfair credit practice under ******* ********* Fair Debt.
Business Response
Date: 08/29/2023
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: 09/06/2023
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 attached response from Citi Bank/Citi Card is the EXACT same response that was given prior to the complaint being filed, and the account in question was discharged in a federal bankruptcy filing in ****, which shows that Citi Bank has not given me a fair credit review and is still using the same account to determine my credit worthiness from 29 years ago. Nothing has changed and my complaint still stands.

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

Sincerely,

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

Customer Answer
Date: 09/28/2023
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:

[Your Answer Here]

The policy for determining credit worthiness in present day at the hands of Citibank NA remains unchanged, and therefore, remains unfair based on ******* ********* Fair Debt Collections Practices Act.

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

Sincerely,

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

Business Response
Date: 09/28/2023
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:08/28/2023
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.
Dear Sirs, I am an ******** citizen and have had an account with Citibank in *********, ********, for many years. Recently I got locked out of my account due to computer issues. I have repeatedly called internationally, emailed, and written Citibank to allow me access to my fund, but they have only ignored me. I cannot pay my bills, access my money, or even change banks and transfer. I cannot afford to pay for an international trip just to visit a Citibank branch just so that I can log onto my account!This is unprofessional and outrageous behaviour. Please help me get Citibank to allow me access to account account again, as they refused to respond to all methods and attempts on my part to get this travesty fixed. Thank you very much.
Business Response
Date: 08/29/2023
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:08/28/2023
Type:Billing 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.
I reported a fraudulent charge on my debit card. I also needed to verify there was no fraudulent charges on my credit card, but when I tried to log-in to the My citi app I found out I couldn't log in because the app was asking for my debit card number. Of course I don't have that yet, so I can't provide it. Why does the app that controls my credit card lock me out due to a checking account issue? I called the number given on the app, ************, and provided the error code that app stated I needed to, DA021. The person I spoke with had no idea what that meant and blind transferred me to someone else. They told me I needed to call ************, but when I called that number they told me I needed to call someone else, and I stated I would not call someone else, but rather the person I was speaking with needed to get me to the right place instead of asking me to call someone else to fix Citi's incorrect information provided via the app, and 2 employees at this point. This person then blind transferred me to someone who told me they needed to connect me to someone else, and then blind transferred me again. The new person was not the correct person either, and she wanted me to call someone else, so I asked for her supervisor. She blind transferred me to another department, not her supervisor. That person blind transferred me to collections, who of course could not help. The person in collections transferred me to who she thought was correct, but at least didn't do it blind. Unfortunately, that person was obviously sitting in an overseas call center, and was difficult to understand and communicate with due to either a poor connection, low battery on her headset, or some other technical difficulty in combination with their poor understanding of English. I asked multiple times if there was a way I could get into the credit card account with having to create a new log-in, and she responded yes 5 times before finally saying no at which point I ended the call.
Business Response
Date: 08/29/2023
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: 09/14/2023
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

[Your Answer nothing has happened. I called Citi and left a message in reference to my checking account. No one has returned that call. I spoke to someone about my credit card issues, and they offered me ***** air miles. I did not accept that offer, informed the idiot who made it I was insulted, and asked to speak with her supervisor. I am still waiting to be contacted by that supervisor.

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

Sincerely,

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

Business Response
Date: 07/16/2024
Citi will no longer respond to the customer’s complaints as we consider the matter resolved.
Customer Answer
Date: 07/29/2024
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:

[Your Answer Here] This is the exact same response I have declined no less than 5 times. It is not a response. They are literally stating they are not going to respond. Why is the BBB asking if this response is acceptable? Ignoring my complain, and stating they view the matter as closed without doing anything is not an attempt at a response, much less a response.

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

Sincerely,

****** ****
Initial Complaint
Date:08/28/2023
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.
On April 11th, 2023 I transferred $16,000 from my personal savings account in Chase to my personal savings account in Citi Bank. On April 14th, Citi Bank sent me an e-mail saying my Savings Account would be closed within 60 days and my funds would be mailed back to me to my address on file.I've had numerous calls with Citi ********************** Fraud Prevention and visited multiple branches to get this problem resolved. Citi Bank's response at this point is that I should reach out to Chase and they should file a "Harmless Claim" so I can get my funds from them; Citi Bank now says they won't mail me my funds back. I have talked to ***** and they say there is nothing they can do as the transaction is not fraudulent and was clearly made by me (the owner of both accounts). And that Citi Bank should mail my funds back.It is August 25th now. So it's been 4 months and my funds have not been returned. I feel the need to escalate this issue as Citi Bank is clearly not cooperating.
Business Response
Date: 08/29/2023
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:08/28/2023
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.
My information was stolen and fraudulent charges were made. I opened a dispute with citi bank and they have done absolutely nothing to resolve it.
Business Response
Date: 08/29/2023
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:08/28/2023
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.
The ********** has reported late payments during hardship. 2021 Citi bank violated my rights under CARES ACT, congress passed a law during COVID- ******************************************** was sick in the hospital with COVID-19. A lot of families couldnt afford their bills and needed extra time to pay Citi bank wont allow my payment history to be updated even though the law says under CARES ACT I deserve to have it forgiven Ive only had one late payment which was a result of losing my job during a pandemic theyve given the late fee back but havent updated my consumer report
Business Response
Date: 08/29/2023
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:08/28/2023
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.
Since I've opened this account 3 times Best Buy has lost or put my payment into another account and have made me jump thru hoops to get it right. There only solution to the problem is for me to make the payment again and they'll take care of the missing payment when they can. Right now again they did not record a $150 payment I made on May 26th,and raised my credit and purchase charge amount because of missing payment. I talk to an assistant the other day and he said he sees the payment to which I was looking at my account at that point and the recorded payment was not there so I don't why he was saying he was seeing. He connected me with his supervisor and she said she did not see the payment and would get back with me when the issue can be resolved. So far all i"m continuing to get in emails is a overdue pay is due on August 28th which is today but no recording still of the May 26th payment. Like I stated earlier this is the third time Best Buy has taken me thru this. I've never made payment to a business on time and got treated like this. Why did one person tell me he saw the payment and his supervisor told me she couldn't see the payment. The missing payment brought the minimum due to $291.00. After the gentlemen told me he found the payment the minimum due was still $291.00. That just didn't make since to me so that's when he had me talk to his supervisor and she told me she does not see the payment and would get back with me to which she hasn't yet but the emails keep coming with a balance due not including the missing $150.00 May 26th payment. Best Buy has a policy that when the lose their customers payment the customer has to make that same payment again and Best Buy will take care of the missing payment when they feel like it. I went to CITI during an previous incident when they put my pay into the wrong account. The lady told me to wait on the side and someone will be with me. No one ever came and when I got back in line all she said was pay it again.
Business Response
Date: 08/29/2023
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:08/28/2023
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 opened a new account on Aug 4, 2023 at Citi Bank ***************************************** , and deposited $400.00 cash. On Aug, 17 , 2023 i deposited a check $213.09 at the same branch which would be cleared on Aug, 24 per the branch manager direction. On the 24th of Aug we went to withdraw some cash and the clerk surprised me, saying that my account was blocked.After 2 hours on the phone with the fraud department, questioning the origin and authenticity of my check, investigating and accusing me of holding a forged check, requesting that my employer call them for verification of address and check. Without any apologies, a half an hour later, ************** , from the fraud department assured me everything was ok, just to hold a few minutes more. An hour later he started with my address, and my I.D> verification which was all checked the first day i opened my account. i need to withdraw all my money deposited. finally i didn't receive any solution, my account is blocked and i am without cash to go to work.i need your help to resolve this issue with Citi Bank which feels like a scam..i was very offended, made me feel like a thief even though they holding my money, and they were very rude at the branch. Please help me get my money back.. Thank you and appreciate your prompt response.***************************
Business Response
Date: 08/28/2023
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

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.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Citi is NOT a BBB Accredited Business.