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Business Profile

Banking Services

Citi

Headquarters

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

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    Customer Complaints Summary

    • 7,395 total complaints in the last 3 years.
    • 2,372 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/04/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked a Royal Caribbean cruise in February 2023. I immediately noticed that cruise was for **** and NOT for 2023. I cancelled within 24 hours and RRC issued me a $900 refund back to my credit card. After a few weeks, I noticed the refund hadn't been posted. I started a transaction dispute with Citi to retrieve my refund. Citi says they investigated and it was valid charge. Citi sent me a letter via my credit card account and NOT a letter in the mail. I did not see the letter until a month later. I was told by a Citi Rep. that the case would be reopened and they would follow up with me after contacting RCC. Citi asked me to contact RCC and get a letter stating the refund was issued. I contacted RCC and was given the letter. I sent the letter to Citi and have been delayed since then. Now Citi is saying the case is closed and there is nothing they can do because the statue of limitations has passed. I would BBB to help me retrieve my $900 refund from Citi. I have uploaded the letter from RCC for your review.

      Business Response

      Date: 08/07/2023

      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:08/04/2023

      Type:Product Issues
      Status:
      Resolved
      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 24, 2023, I received an email offer from Citibank to earn ****** American Airlines AAdvantage miles if I completed the following activities: 1) Open a new checking account by July 20, 2023. 2) Make qualifying purchases of $1,000 on the debit card. 3) Have two or more direct deposits totaling $1,000 or more. On May 1, 2023, I opened a checking account with ******************** through the offer email referenced above and transferred money through an external checking account to fund the account. Thus, completing requirement #1.During the timeframe of May 1, 2023, through May 30, 2023, I made purchases on my debit card totaling $1,008.04, which exceeds the $1,000 minimum spend requirement, thus completing requirement #2. On May 5, 2023, a direct deposit of $1,500 was made from my employer. On May 19, 2023, a second direct deposit of $1,500 was made by my employer. On June 2, 2023, a third direct deposit of $1,500 was made by my employer. Thus, completing requirement #3. According to the terms of the offer, pulled directly from the email offer I received, and have attached to this complaint, "Your AAdvantage bonus miles will be credited to your AAdvantage account within 30 calendar days from the date you complete all required activities". Later in the email in the terms and conditions it states, "The maximum amount of bonus miles credited will be based on your Checking Account Package on the 30th calendar day after the Account Opening Date and completion of the Required Activities". Therefore, according to Citibank's terms and conditions and email offer, once all required activities are completed the miles will be sent to my account on no later than the 30th calendar day. I have yet to be credited my AAdvantage miles that I earned and have been given the runaround by Citi and promised on several occasions that I would have my miles credited in ***** hours.

      Business Response

      Date: 08/07/2023

      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: 08/28/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and although the business was completely unhelpful with my complaint, their deadline ran out and were forced to provide me with the miles. 

      Sincerely,

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



       

    • Initial Complaint

      Date:08/04/2023

      Type:Billing Issues
      Status:
      Answered
      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 closed my account over a month ago for security reason. Have not sent me my money that was in the account.

      Business Response

      Date: 08/07/2023

      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:08/04/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 Citibank Representative assisted me in adding a payee to my Citibank account . I made a payment of $377 to the payee *************** that the Citibank Representative assisted me in adding to my Citibank account . This payment cleared my account on 8/1/2023. However the Bank Representative added the incorrect credit card number on my Citibank account so this payment of $377 did not post to my credit bank account . ******************** is giving me a hard time giving me back my money , they are telling me that I have to wait 10 days for them to complete their investigation. This is not an error on my part but a big error on Citibank parts . I need my money back so ai can pay credit one back directly

      Business Response

      Date: 08/07/2023

      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:08/04/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Hi I have made several disputes on my account to have what I believe to be an invalid 30 day late payment reporting back in 2019. *** asked for the dates and dont get an answer. Can you help me to get the dates where this occurred. I have had this account for several years and have a 99% payment rating overall and this late payment is negatively impacting me. I was a longtime customer of ***** but am reconsidering all my options. If I were to close my account I wanted to see if this could be reversed so there would be no chance of a late payment in the future? Thank you!

      Business Response

      Date: 08/04/2023

      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.

    • Initial Complaint

      Date:08/04/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Citi did not provided customer protection againts scam on a charge I did not authorized or was even aware. **** * *********** ******** ** Jul 25, 2023 Disputed on Jul 28, 2023

      Business Response

      Date: 08/04/2023

      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: 08/25/2023

      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 bank did not reached out to me at all,

       

      --

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






       

      Business Response

      Date: 08/25/2023

      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:08/04/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      If you update your Apple Wallet with your new card, they flag your account. Then, when you call, they do not accept your name/social/address/security question answer - NOTHING. They rely on a letter, mailed to your mailbox or "a receptionist or HR person to answer your work phone number then hand you the phone". If you don't have the letter or the work person, then you're ***. They will not discuss your account or let you fix it. It's a ******* nightmare. They will believe some random person with a letter (my mail gets stolen all the time - so the thief will be able to get into my account but I can't) or some random person who can say "yes I'm the receptionist or HR" over the ACTUAL HUMAN BEING WHO OWNS THE ACCOUNT. I cannot take it any longer. I want to CANCEL THE ACCOUNT entirely. I gave them EVERY private detail about me that NO ONE KNOWS but they still say they need someone to have the letter or another person to answer (????). I guess I could have answered as "*******" and then "passed the phone to *******". How ******* warped is this? I gave them ALL my details - even my checking account I PAID THE **** WITH FOR THE LAST 6 months. But still, not good enough. They'd rather take the word of some random with a letter or a receptionist that *** or *** not exist. AVOID AVOID AVOID AVOID. Now all I can do is try to cancel my account.

      Business Response

      Date: 08/04/2023

      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. 

    • Initial Complaint

      Date:08/04/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 6/22/2023 I submitted a bill payment for $2500 to ****** Yard Cards via Citi's website. On 6/26/2023 I submitted a separate bill payment for $2500 to ****** Yard Cards via the same website. Each payment was towards two separate accounts with payments due on the 1st of the month and late on the 15th. Both accounts were assessed a $75 late fee each because the payments did not arrive. On 7/21/2023 I called Citi and spent nearly an hour trying to rectify the issue. They confirmed the checks had not been negotiated but had to stop pay them before they can reissue. As of 8/3/2023 the new checks still have not arrived to ****** Yard Cards. I asked them to cancel the checks again and jut put the funds back into my account. Since the funds were removed from my account as of 6/22/2023 & 6/26/2023, I did not earn interest on said funds. I doubt the checks were ever sent out since they never came back to Citi as undeliverable. In addition, I am out $150 in late fees because they didn't get my check out before the ***** periods expired. During my call to Citi of 7/21/2023 I submitted a claim for reimbursement of the late fees. I haven't heard anything to this regard as of today - 8/3/2023. I am seeking interest on $5000 from 6/22/2023 until issue is resolved. In addition, I am seeking reimbursement for the late fees charged by ****** Yard Cards in the amount of $75 per account ( x two).

      Business Response

      Date: 08/04/2023

      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: 08/21/2023

      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:

      I received the attached correspondence from Citi. Citi never notified me that the checks were returned.  I do not believe the checks were ever sent.  I emailed ****** Yards Cards and they have confirmed their mailing address to be correct and has not changed.  Citi has been fee gouging for years and I feel this is just anoth way they can make money, by keeping memebr funds on account for as long as possible.  This issue has cost me time and money and I need to be reimbursed.  

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:08/03/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 deposited ******* dollars into my Citi account and was told i need to wait 5 days to withdraw the amount. On Feb 25 i got an email saying my account was being closed because of fraud and that the account would be closed in 60 day. I have yet to receive a letter stating why it was closed nor have i received a check for the amount i deposited into the account. Now anytime i call the customer service wont give me any information other than im not intitled to the money. And most time i just get hung up on.

      Business Response

      Date: 08/03/2023

      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:08/03/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 a checking account with ******************** which has been on hold for 5-6 months. Everytime i try to resolve the issue, their outsourced customer service team tells me the same thing and that they will send a letter to my address to validate that the account is mine. I have 1500$ in the account and I keep getting the same unprofessional responses on what to do. I was told once I get the letter, I would call them up and give them the information sent in the letter so i can have access to my account. ********************** has told me they sent the letter 4 times, only allowed to send a copy every 30 days, and I have yet to receive anything. I went in-person to the branch and went through the same process as I would alone on the phone and then told to leave abruptly and that my issue can only be solved over the phone.

      Business Response

      Date: 08/03/2023

      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

    Citi is NOT a BBB Accredited Business.

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