Complaints

This profile includes complaints for Citi's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Citi

  388 Greenwich St New York, NY 10013-2362

• 

  Citi

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

• 

  Associates Housing Finance, LLC

  1431 Centerpoint Blvd. Knoxville, TN 37932

• 

  Citi

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

• 

  Citi

  Banamex USA (BUSA) 2029 Century Park East, 42nd Floor Los Angeles, CA 90069

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/01/2024

  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.

  Citibank refuses to verify my account due to my phone number change. I have tried to resolve this issue for 4 months with no resolve. I am unable to do anything with my account to include closing it. I have an automatic payment set up with my bank account and I will be closing the bank account in December 2024 so they can no longer take out the monthly payment. This company has gave me the run around regarding this matter and refuse to verify me even after me giving them my social security number and bank account number. I am not sure what is going on with this company and I want to close the account

  Business Response

  Date: 10/02/2024

  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:10/01/2024

  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 applied for Citi ****** credit card. I used my current phone number to apply for the card and was approved. I had since used the card several times. My card was blocked by Citis fraud department. I have since called Citis fraud department twice and escalated the call to their supervisors. Supervisors were unable to assist me due to them saying they were unable to verify me with the same phone number that was used to open the card. They had no other way to verify me. I have asked to speak to a manager and have yet to receive a call to resolve this issue of the card being blocked. I would like this issue resolved. Citi ran my credit, opened and approved a credit card, credit has been used and paid off monthly. **** at Citi refused to provide me a Ref# and cannot get to anyone who can unblock the card. Terrible bank and customer service. They are doing ********************** in bad faith while they ran my credit and my credit took a hit.

  Business Response

  Date: 10/02/2024

  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: 10/15/2024

  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:

  Nothing was received. Company is denying my request to close the account. My next step to reach out to my state for a potential criminal investigation against Citi.

   

   

   

   

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

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

  Business Response

  Date: 10/24/2024

  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:10/01/2024

  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 was a customer of shell ********** for many years, never being late on any payments. I had purchased a policy from ************* in 2022 for $169. Per year which I cancelled after my first year. The problem started when looking over my monthly shell Mastercard statements I noticed that shell Mastercard continued to allow me to be billed by *************. I immediately contacted shell Mastercard to inform them that I had cancelled my subscription to ************* 06/04/2023. To which I remember they reimbursed my account that time but for the next several months they kept allowing ************* to continue billing my account even though I had cancelled my old card and asked them for a new card which they did but it didnt change anything, they still kept allowing me to be billed even though I sent them proof positive of the cancellation date sent to me by ************* after many phone calls to them. After I again disputed two or more of the same fraudulent charges of $169. each, when they credited those back to my account I had had enough of theyre incompetence or abuse, paid my balance of $180. approximately and cancelled my account. Now they are sending me correspondence saying I owe $169. Plus late fees. They had told me I was owed one more refund of one of the fraudulent charges of $169. And it would come to me by mail since I had already paid off balance and cancelled my card but that I havent seen. I would just like to be untied from this abusive company. I probably have called this company in the neighborhood of ***** times trying to reason with the customer service department I guess to no avail. I keep pointing out to them to look at the cancellation date on the email from ************* (06-04-2023) and ask why was I continually allowed to be billed by ************* for several months since that cancellation date? And they had the email and I also sent them a copy via snail mail

  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. BBB ********

• Initial Complaint

  Date:09/30/2024

  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.

  On September 10th I opened a Citibank checking account, on September 11th I mobile deposited my paycheck in the amount of ******* they put a hold on it and said my funds would be available on September 19th, since this was the first deposit ever made to this account. On September 16th I deposited my second paycheck in the amount of ******* which said would be available on the 21st. Well on the 19th my first check came available and I was able to spend about 800 before they locked up my account when I called they said they cannot tell me why. They told me to wait 48 hours and call back which I did they said they had to talk to the person who wrote the check and they would give me access to my account again. Well the writer called and when I called back to see about the status they said my account will be closed in 30 to 60 days and I would receive a check for what I had available in my account Iin 30 to 60 days. I keep getting hung up on I keep getting no answer.

  Business Response

  Date: 10/01/2024

  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:09/30/2024

  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 am disgusted with this bank won't talk to you on phone you forgot security questionsnfor account and I didn't know my account number thier very rude on phone and I have money going thier and trying to keep my money I will take them to court for my mom got email saying their closing account for just putting money into *** spending it says it against term and conditions I have never heard about corrupt stuff in my life

  Business Response

  Date: 10/01/2024

  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:09/30/2024

  Type:Service or Repair 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.

  2024-09-24 - I noticed that Citi blocked my access to my bank and credit card account. I called the banking customer service number. They told me I had to wait for a letter to be mailed to me with a code that I had to provide to them. I tried to verify with my phone number but they said they couldn't verify it, which is odd because I confirmed it in my account previously and receive text alerts from Citi regularly.2024-09-26 - I still did not receive the letter with the code and was still blocked from my account so I called back. They told me I had to wait fo the code. I asked about driving to my local branch with my ID and passport to verify my identify. They said they would not unblock my account access even with those proofs of ID and that I had to wait for the letter to arrive in the mail. I asked if they could confirm my auto deposits and auto pays would function as normal and they refused to tell me anything because I didn't provide the code from the letter I hadn't received. I called multiple times on this day expressing that I was worried I would not be able to pay my rent with my account blocked. They did not help me. They only told me to wait for the letter. Two different customer service **** hung up with me. I was not yelling or acting aggressively in any way. I did not swear once. I emailed Citi's executive response team to request their help and was provided with this reference number for my case: ********************* 2024-09-27 - I still did not receive the letter and was very concerned about being able to pay my rent. I called Citi and they again would only tell me to wait for the letter. I then called my local branch and they confirmed that they also wouldn't be able to help me either. 2024-09-30 - I still have not received this letter with the code and still cannot access my bank or credit card accounts.

  Business Response

  Date: 10/01/2024

  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. 

  Customer Answer

  Date: 10/15/2024

  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. I feel that the circumstances leading to my complaint were entirely avoidable, causing unnecessary stress and financial hardship in my life, however, I am willing to accept the business's resolution to the matter as they have allowed me access to my account.
  
  
  
  Sincerely,
  
  
  
  ***** ********
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:09/30/2024

  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.

  Dear *********** am filing a complaint against Best Buy for not honoring a promotional offer. On August 8, 2024, I received an email from Best Buy offering a $30 reward for making two recurring payments with my Best ******** card between August 8 and September 22, 2024. I activated the offer and made two qualified payments, but I have not received the reward.When I contacted customer support, I was told the offer wasnt visible on my account. Despite following the terms of the promotion, ******** has not fulfilled their commitment.I request that Best Buy honor the offer and issue the promised $30 reward certificate. Attached are relevant documents for your review.Thank you for your assistance.

  Business Response

  Date: 10/02/2024

  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:09/28/2024

  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 am a new customer to ******************** and just recently opened a new checking and savings account. As soon as I received confirmation that my account had been opened I setup my Zelle so that I can receive money from my employer and relatives. On Monday, September, 23 2024 my father sent me a Zelle for $3,500.00 and sent $138 the very next day so that I can pay my mortgage before it reaches foreclosure. I process the payment on Tuesday September 24th and checked my online account with ******************** to find out that my account was been blocked. I reached out to Citibank to find out why it was blocked and was told that cant help me until I received a letter in the mail with a reference number. I asked the *** if I can step into the bank to be verified and was told no; that the only way for me to be verified was by the reference # on the letter. Currently I have my mortgage payment froze in my Citibank account hoping that it can be paid before my house goes into foreclosure.

  Business Response

  Date: 09/30/2024

  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:09/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called citi bank now 5-6 times everytime they ask for my social security number. When i said they said give me card number so thy can pull my account and then they want my phone number and then my address. Looks like identity theft and then when i asked can I talk to a manager she said manager is not available. Then I am asking why would i give you my social security and she says i need to validate you. I am confused do i need to give out my exact details someone would need to hack my account in phone to unlock my card? I need my card unlocked or just close the account if you cant resolve my issue.

  Business Response

  Date: 09/30/2024

  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:09/28/2024

  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.

  Since early this month Citibank has had my checking account frozen. The account was frozen and I was never notified. Since this occured I had went into the my branch location where the account was opened & the staff are familiar with me and know me by my first name. A representative called Citibank to assist me with unfreezing the account. Prior to the call being placed I had to verify my identity by presenting my debit card drivers license and I even presented my social secruity number and passport and relaying the accounts security password. The fraud department was aware of this and refused to verify my identitiy. Ive waited for two letters which i never recieved with verifcation codes which never came. The representatives often refused to help me and where combative and refusing to provide resolution and even lied and provided misleading inaccurate information. Repeadetly I was told to wait for the letter which takes 7-10 business days. I asked for an additional method of verifying the account, which was by phone number and the phone number according to the representatives and department supervisor is unusable for verification even though the number has been registered to me since July 2024. I even asked to verify the phone number and adress to the account which all representatives refused to provide. I have now discovered since speaking with supervisor Ace today around 2pm that Citibank attached old contact information from an old closed account to the new account sometime after the new account was opened without my knowledge. Again I verified my idenity by providing past adresses and phone numbers. Citibank continues to refuse to unfreeze my account or allow access to my funds. This entire issue was caused due to multipule errors on their end.

  Business Response

  Date: 09/30/2024

  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: 10/11/2024

  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 yet to be contacted in regards to this complaint. In addition when contacting the fraud department to remove the block placed on my account (which had been done without notification) I did provide the appropriate information provided for in the letter I received less than a week ago which took over a month to arrive. After validating my identity the staff member failed to transfer my call to customer service to finish resolving issues with my account which was at her advisement. I had to call back customer service and again was transferred back to fraud department who refused to help me regardless of my explanation. It had been less than 10 minutes since previous call that another block was placed on my account without any reason given. The representative refused to assist me to look for any notes on the account as I had explained the call had been canceled due to no fault of my own within the last 5 minutes of my speaking with them. Combative rude and disrespectful this representative refused to help me and insisted he was unable to verify me and that I again wait for another letter to verify myself as the account holder despite my having just completed this verification process. I want my funds returned and this account closed permanently. 

   

   

   

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

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

  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.