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: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.

  In March of this year I initiated two dispute with Citicard against a merchant. After sending citi all of the correspondence and pictures I had to support my claim it was denied so I had them both reopened in May. I received an email on June 15 th from Citicard stating that both the conditional credits in my account would now be permanent and there was nothing else I needed to do. In my June ********************************************************************************************************************************************* the next statement however it has never been put back into my account. I have contacted citi disputes department every week since June 20th asking when the money will be put into my account and have been told to wait a few days for it to post. I have had it escalated two or three times and they even sent a request to the disputes center along with our recorded conversation to recheck that it was a permanent credit. In which I got a response from them on July 6 th to say the amount is permanently credited to me..After which I called again and was told it will post. Today I had called and had it escalated and was told by the agent that he could see that a conditional credit had been issued twice and they had taken one of the payments back. I have had almost ten agents look into this and several had checked back into the account to see how the credit went in and out of my account according to the dispute status and no one had said they saw it put in twice. And I did not see that either, as to make things less messy I did not purchase anything else on the card while I was in dispute. I have requested all statement that pertain to the dispute as the ones in my account only go back three months..I have danced through hoops to get this sorted, I have been a good customer for many years and paid my bills in full at the end of each month. The escalation agent I spoke to today is the only person that could find this mystery extra payment, I told him that I am going to close my card when this is resolved and he offered to do it there and then!..This is how they treat loyal customers..if this is not resolved I am going to evoke my right to Arbitration this is no way to treat any customers.

  Business Response

  Date: 08/02/2023

  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:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called citi bank, to request a credit line increase, they told me they wouldnt give me any information over the phone and would only mail information. I asked them to email me the information as I have for the last 15 years as a customer had setup paperless communication. They refused to send any information via email. I asked to speak to a manager for an explanation as to why they would not follow our established communications and after sitting on hold for 15 minutes I was told no manager would speak to me.

  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: 08/16/2023

  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:08/01/2023

  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 am not aware of this account. I have reached out to TRANSUNION ************** and with CITICARDS CBNA to have this account removed from my file and they are always saying the same excuse, which is no longer acceptable. I have filed this as an outcome of Identity Theft. Regardless of all actions done on my end, there was no action from TRANSUNION ************** Thus, I am reaching out to seek assistance to have CITICARDS CBNA confirm that I have no account with them and that the TRANSUNION ************* can simply remove it from my credit report.

  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:08/01/2023

  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.

  On 7/31/23 I contacted Citi Cards regarding a credit balance on my card account ending with ****. The credit balance was for $374.89. I requested that the credit be transferred to the account ending with ****. This can be verified in their online chat logs. On 8/1/23, I logged into my Citi Cards accounts and discovered that the credit was transferred to the account ending in **** in error. I reached out again via chat to have the error corrected, requesting that the credit be transferred to the correct account, ending in ****. The first associate I spoke with was unable to assist, as they claimed to have not seen the transfer, despite me being able to ******* online under the account it was transferred from, and the account it was transferred to. I asked to speak with a Supervisor and was transferred to *****. ***** was unable to assist, stating that I needed to reach back out in three days. I asked why someone couldn't call or reach out to me, and he said he didn't have the ability. I reiterated to ***** that the error was made by Citi, not me, so I shouldn't have to take away time from my own job to fix their error. He again stated that he could not and would not set a follow-up to reach back out to me to resolve Citi's issue. Ultimately, Citi transferred a credit balance to the incorrect account without my consent, and is expecting me to do the leg work to correct their error. The customer service provided to a long-time customer is unacceptable. I am requesting a customer credit to make-up for the time taken away from my own job to resolve the error on Citi's part in the amount of $50.00, to be credited to the account ending in ****.

  Business Response

  Date: 08/01/2023

  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: 08/16/2023

  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:08/01/2023

  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.

  CITI Bank refuses to pay bonus that was offered on new accounts All criteria was met for both a CD and self directed investment acct.

  Business Response

  Date: 08/01/2023

  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:08/01/2023

  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 deposit a check from my 401k to help with a hardship with bills, After deposit citi . the next day was moving smooth and then when trying to pay for lunch my card wasn't working. No notice at all (via email, phone call , or text )I called in to see the reason for the issue and they advised me the address on the check did not match the address on my account. I did just moved in June I just forgot to update my address with the bank and they said It was a fraud issue, I advised I can assure them I can give them all the info that's needed and they said No your account has been blocked and will be closed and will have to wait up to 30days to 60 days unless i can go to a branch to get the matter resolved, I live in ***** and there is no branch in ***** i think the closest is ******* . I asked is there anything else we can do? That was my main account all *********** go there. So i have not had access to none of my funds, so I will be late on my rent , truck note, tuition for my child care , no gas to get to and from work, ect. All my direct deposits have been kicked back so I'm not even getting my regular funds as well totally. I have been put to a same level as a homeless person cause of this issue and they are not trying to help me one bit and have been dealing with rude fraud reps and supervisors, I have work in **************** and I would be fired cause this affecting my whole family over a address. a simple call or email to inform me could have got this resolved . I being treated like a criminal and I did nothing wrong, I just want help so I can support my family. I am without any money and its nothing i can do.

  Business Response

  Date: 08/01/2023

  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:08/01/2023

  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 Closed my account and I ask for my annual fee back they told me they could not do that, because the account was closed so I reopened it and ask for it back and they told me it would be a prorated amount and I was told just close it and they would give it back but I told them no because of what had happened before they told me that no supervisor was available I ask them to dispute the charge they refused because it was a annual fee. I would like my 99 dollars back this is the address I was given to write into po box **** *********** , ** ***** citi bank customer service

  Business Response

  Date: 08/01/2023

  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:08/01/2023

  Type:Sales and Advertising 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 double dash rewards card, has and willfully begun a practice of offering deals and credit limit. Then dropping the limit to write above the level of the purchase deal to create a high usage rate in order to consistently harass its customers and lower their scores to continue the cycle. They literally want to keep you in a constant loop. Their ethics is the worst.The customer service basically says they do not care. They base off risk accessibility even though they're the ones creating the risk and lowering your score in the first place I dropping your limit to right above the usage. **** in hopes that you will miss a payment and they could charge extra fees. Based on my experience If you have this card, please I urge you do not use it. If you don't have this card and you're looking at getting it, do not get it. It's very unfortunate that a company would do this.

  Business Response

  Date: 08/01/2023

  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:07/31/2023

  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 applied for a personal loan on Citibank's website. I was given a few different options for loan terms with APR. I chose the 60 month term @ *****%. Then the website stated that I would get a .5% rate decrease if I signed up for Auto Deduct payment which I did at the time. There was no "or" words in the agreement. I called Citibank today to find out when I was getting my .5% APR decrease. They told me I did when I signed up and it was the *****, and if I would have not chosen the Auto Deduct, then my APR would have been *****%. I explained to them that's not what their website explained. The loan application on their website had me pick my term with APR with had *****%, then explained I would get an addition rate decreased of .5% if I signed up for the Auto Deduct. It was explained to me by the first CSR that it should have said "or" when I was applying for the loan and it did not. I was transferred to her supervisor. The supervisor explained the same thing, then stated that they have consumers call in a lot about this because the website is misleading. They have tried to get CITI to change this on the website for well over a year now; however, CITI has done nothing. I explained to them that they are misleading their consumers and the last bank that did this just paid out a huge settlement to their clients. The supervisor then transferred me to someone in the ***** in the credit department who explained the same thing. I then explained again that this is misleading your consumers. She agreed and stated that Citi has known about this well over a year now and they have done nothing to fix misleading their consumers. I had two employees verify with me today that CITI has known about this issue on their website well over a year now, and they have chosen not to do anything but still continue to mislead there consumers. This is not right and some kind of action needs to be done about this.

  Business Response

  Date: 08/01/2023

  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: 08/16/2023

  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 still knowingly misleading their customers.  

   

   

   

   

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

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

  Business Response

  Date: 08/18/2023

  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:07/31/2023

  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 was offered a promotion to open a checking account, meet the requirements of making multiple deposits and use my ATM card for $1000 of purchases to get ****** rewards miles. *** deal said after meeting these requirements, WITHIN 30 DAYS I would have these miles credited to my account. I accomplished all these requirements, which Citibank agrees, to not be told that the wait period is 90 days! That was not the deal I was offered! I made travel plns based on having these miles, which will now not be available to **** have escalated to the bank and they just keep making up new rules without honoring the email promotion i received.

  Business Response

  Date: 08/01/2023

  
  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.