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

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  Citi

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

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

• Initial Complaint

  Date:08/03/2023

  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.

  This complaint was sent over last month and we have since talked to the homedepot of the recent changes with their creditors. We have been customers with homedepot for over **************************************** all the changes made recently. Note: One major change is out Pro extra account is no longer linked to my Proreffel account. Is that something your creditors handle or can that be fixed ( as it all is under the same account ??). We are only looking for a solution to this long growing issue with the proextra credit account and out Proreffel linked accounts homedepot originally had combined. Has that changed ?

  Business Response

  Date: 08/01/2023

  ****** ** ****
  
  
  ***** ***************************
  ******** ********** ********** 
  ********************** 
  ******* ***** ******** ****** * ********* ******* 
  *****************************************************************************
  ******** ** *****
  
  Dear ***************
  
  We acknowledge the receipt of the BBB Case # BBB Case # ********
  On behalf of *************** I apologize for any inconvenience our customer may have experienced regarding their ********** consumer credit account. 
  ******************** (************), NA is the financial organization managing all ********** credit accounts. As a result, we have forwarded the complaint to Citibank (************), NA, accordingly. At the conclusion of the review and investigation by Citibank, ******************** will receive a response directly from them.  
  Please know that it is The **********s goal to satisfy all of our customers with the products and services that we provide. The ********** values its customers patronage and looks forward to servicing their future home improvement needs. 
  Please do not hesitate to contact me if you have any questions. 
  
  Sincerely, 
  
  ***************************
  ********* ********** **** 
  ****** ***********************
  ********* *** ********

  Customer Answer

  Date: 08/03/2023

  We called homedepot to try and get our accounts emerged before the homedepot changed it's account practices with how merchants purchase product. Instead of closing one account and combining both. They ( the homedepot ) closed out both accounts and attached our cards to another account that we don't even know of where our purchases are going? ***** is based on bad judgment. We have noticed fraudulent activity on both accounts we didn't want. We only asked for the one account not two separate accounts that go to a nonexistent email.

  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:

  They are not correcting the errors that are mentioned. Yes they called and said they are working to resolve these growing issues. Yet it has all been lip service. Nothing is actually happening. It has been nearly over a year since this account has been in shambles. Most recently it has gotten worse not better. They say they are concerned about this matter yet Nothing is being done to fix the problem on their end of the matter. All we what is our account back the way we agreed when we signed up for this revolving account with both ********************** and Homedepot. Please assist on this issue still with no solution. 

   

   

   

   

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

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

  Business Response

  Date: 08/22/2023

  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: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 received a credit card (not activated) from Citibank, but now I no longer want it because they charged $459. I would not have had to pay any interest on the card for 24 months. I thought it was a good deal at the time.I called their **************** to cancel the card and gave them all of my verification information (telephone number, full Social Security number, my middle initial, and my code word). After all of that information, they wanted my debit or credit card information from my bank and another number to send me a "special code" . At that point, I **** the line and said NO to that request. I finally hung up frustrated with the outcome. I then called three (3) other **************** numbers and they all asked for the same information. I still couldn't get the card cancelled. I've only cancelled one card in my lifetime and didn't have to go through all of this. Why are they requesting such private information? When I completed the application to get the card, they didn't ask for all of that information.

  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:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a permanent monthly fee waiver on my checking account ending in ****. A few months ago Citibank removed this waiver without notice and started charging me a monthly fee. I called customer service and requested that the fee be reversed and the account be closed since I only used the account as a backup one and not actively. I was told the fees would be refunded, the account closed and a check mailed for the closing balance. Instead, Citi continued charging me the monthly fee, which ******** the account....causing additional fees and eventually caused my account to be closed with a negative report to credit reporting agencies.

  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. 

  Customer Answer

  Date: 08/17/2023

  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:

  There is no resolution - merely a single line response saying they will respond and may correspond with me directly, which they have not done.
  

   

   

   

   

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

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

  Customer Answer

  Date: 11/02/2023

  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. Please re-open this complaint. Citi has not responded to me. I’ve called the number on the letter and was promised a call back by the assigned analyst, but no one ever called.

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 11/02/2023

  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:08/03/2023

  Type:Order 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 August 1st, 2023 I deposited several perfectly legitimate payroll checks totaling just under $70,000, the first income I've had in over two years, having just recently come to a settlement agreement to conclude an unfair labor practice case involving my employer. Throughout this time I struggled significantly, without income, and having depleted my entire life savings and then some, to ensure that the dispute came to a just conclusion; and alas, only one day after depositing the funds in my own checking account, to my amazement the immoral conduct of some Citi staff have restored me to a state of indigence. Despite having yesterday assured me the funds would be available today, Citibank instead refused to allow me to access my own funds; and subsequently indicated to me their intent to keep those monies for one to two months. As the funds in question represent the totality of my liquid assets at present, the bank's staff have deliberately subjected me to a host of adverse consequences resulting from no fault of my own. These include but are not limited to, cancellation of utility services, eviction and subsequent homelessness, inability to purchase existential supplies such as food and household goods, etc.Additionally, as I am a special educator working with the most vulnerable population of students in the school district, those with the most significant disabilities and learning handicaps, Citibank's actions will negatively effect the critically important start of the school year for these kids. Citibank has made it impossible for me to purchase the necessary items and resources to ensure my learning environment is adequately supplied.No rationale whatsoever has been offered by any Citi staff member but the timing of the action suggests that it was motivated by animosity regarding my complaints about the bank's policies. At present, I have no access to my account whatsoever and the bank refuses to supply any information concerning this matter.

  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:08/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am continuously receiving mail for ******************, whose address is *********************************************************************, which is MY address. All previous corrections were ignored. This person has NEVER resided at my home, and I have no knowledge of him. The enclosed upload documents show incorrect address AND a ****** search proving his voter registration with Apt ****. Immediately correct the issue as I am considering legal action for this harassment.

  Business Response

  Date: 08/02/2023

  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:08/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a aadvantage Citicard, I was told I would receive a $200 credit with the sign up. I never received the card and couldnt log in the account. Since I didnt have the card I couldnt make any charges, fraudulent charges/fees must have been added because I recently checked my credit report and a claim from citi was on there. I tried to resolve this issue with customer service but was unable to do so. Can the bbb assist in citi fixing my credit and making this situation right.

  Business Response

  Date: 08/02/2023

  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:08/02/2023

  Type:Billing 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.

  Citibank services my ********** credit card. When I spoke with ********** they stated I needed to discuss with Citibank. I receive repeated calls from Citibank in regards to my "Past Due" balance, but can NEVER get a live person on the phone. I have closed my account with ********** due to many issues, the first of which has created this supposed past-due balance. I did not receive a statement, which placed a late fee on my account. I then received a call from **********. During that call, I explained that I am not receiving statements. I was told there is nothing they can do about the late fee and that if I do not pay it, I will only accumulate more. I reiterated that I received a late fee on a balance for which I received no statement to pay, which is a continued issue with Citibank/********** statements. I have no issues with other creditors receiving statements to my address. In any case, I can not get a live person to deal with the issue. I have paid the full balance on my ********** credit card, minus the late fee and closed my account. I am filing a complaint because I can not get a live person to discuss the issue with the late fee, which continues to accumulate and I continue to receive automated calls on. At this time I am requesting the issue be addressed and late fees be dissolved.

  Business Response

  Date: 08/02/2023

  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: 08/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have various accounts with Citibank and one account in particular that I use as my savings account even though it is a checking account. This checking account is never withdrawn from or used to make purchases anywhere including the internet. I checked my last statement and discovered that over ***** dollars was taken out of my account. I never received any warning from Citibank and have received absolutely NO help whatsoever from them. The only information they could provide was that someone with a foreign name that I do not know nor did I give permission to used my account number to pay their Chase credit card bill. I never had a chase card nor have I ever banked with *****. After an hour on the phone with one of their reps they informed me that all they can do on a weekend was flag the account as a fraud account and make sure no more money is taken out. A fraud investigation would be launched and the outcome of that would take anywhere between 45 to 90 business days (which I have never heard of it taking more than 30 days) and it would be up to Chase to figure out if my money would be returned to me. They also advised me to go to a local branch and open a new account number and put what is left of my money in the new account. When I went to visit the local branch by my job in Long Island City I was told that they couldnt help me there either without an appointment. When I explained that I tried several times to make an appointment via the website and kept getting an error message the teller responded that she still couldnt help me and that I would have to take more time off from work to figure this out and return the next day. I need Citibank to explain to me how they failed to realize that all that money was taken out of my account, why an investigation is taking that long and why they refuse to help. This reeks of internal abuse and fraud.

  Business Response

  Date: 08/02/2023

  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:08/02/2023

  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 8/2/23, I contacted Citi, with whom I've been a credit card member since 2010. I have maintained a very strong track record of paying on time, paying off full balances each year, and had set up automatic payments sometime last year to ensure I would not miss payment dates. (Which was very rare in the past; typically only during a very busy work schedule or when traveling, but rare.) I make 2 to 3 times my husband's salary and have an excellent credit history and score. I have no major debt...paid off mortgage within last year, no car payment for a few years, no student debt, etc., etc. I maintain a relatively low balance on only a few credit cards, not totaling over $10k all inclusive. I am a Vice President at a major ** company (Fortune 150 company), where I've been employed for over 31 years. Today, I simply asked for a lower interest rate, as my current rate is *****%, while my husband's is *****% on his Citi card. I have a *****% interest rate with my Discover card. They could not explain to me how, with a salary 2-3x my husband, and a great track record with them, I could not receive an interest rate at least similar to his. I did ask for an investigation to be opened by Citi. They advised I should hear something within 2 weeks. However, based on their lack of explanation today, I am not anticipating receiving any solid information. I paid off my $3902.08 balance today and advised them that based on the information to be shared from the investigation, I will decide whether or not to keep this account open. This feels like discrimination, but I can't verify that. I do think at a minimum, they are using unfair criteria, whatever that criteria may be. Makes no sense to me. Thank you for exploring if you are able. With my address, they should be able to look up my account, but if helpful, it ends in ****.

  Business Response

  Date: 08/02/2023

  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:08/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had a Citibank credit card for 10 years. Three days ago, it flagged my account for potential fraud. The only option they give me is to call a ***** number. When I call it, no one picks up for ***** minutes. I give up, wait a few hours, call again, and the same happens. I tried contacting them by chat, but their chat system says that I have to call this number before I'm able to use that function. And when their system calls me, I fall into the same process of having to wait until it's unbearable. I'm in a complete deadlock. This is ridiculous and extremely annoying.

  Business Response

  Date: 08/02/2023

  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.