Business Profile

Banking Services

Citi

Headquarters

This business is NOT BBB Accredited.

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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

7,391 total complaints in the last 3 years.
2,365 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:08/16/2024
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 reached out to Citibank to close my card. I spoke with **** who refused to close my account without me providing a reason why. I explained I did not need to provide one and he said it was needed for documentation proposes. I asked to speak with a supervisor- he also refused. I asked for the corporate address. He instead provided me with the general mailing address. You can barely understand the agents because Citibank outsources. This is a big part of the reason I am done dealing with Citibank.Why did **** refuse to close my account without me providing a reason? Why did he provide me with the general mailing address when I asked for the corporate one?
Business Response
Date: 08/16/2024
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:08/16/2024
Type:Customer Service 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 had a question on my available credit and the customer service representative was very unsupportive and when I presented this fact I was hung up on. Since when is it OK for a representative to become argumentive with a customer?
Customer Answer
Date: 08/16/2024
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.

Sincerely,

**********************
Initial Complaint
Date:08/14/2024
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.
I opened an accelerated savings account with ********************** a few years ago. I emptied the account and realized they were charging me a fee each month. With the account emptied, the fee of 3.00 started to add up. I tried to close my account. ********************** would not close my account without a PIN number. I didnt have a PIN number. I didnt have a card for this account. It was an online savings. But they refused the close the account. I called multiple times and they refused. After 90 days of trying to close my account, ********************** then closed my account and said I owed the 7.97 balance. They do not offer a way to pay this online. They said I have to go in person to a branch. There is no branch within 100 miles of my location. They said I could send a payment in the mail. But only if I had a deposit slip. I do not have a deposit slip and have never received a deposit slip. I have tried calling. Making complaints. Asking how to resolve this. They tell me they will send me to collections. This is not an acceptable way to run a business. None of their customer service employees will help. It takes 20 minutes through the automated phone service to get to a human. And then they ask my debit card number. I never had a debit card. It was an online account. They will now help me. This is insane and extremely frustrating. If they send me to collections I will be taking them to court. I have tried to pay the amount. I tried to close the account. They refuse to help me. This is an unethical way to run a business. I will never use Citi Bank again. And I encourage others to avoid them as well.
Business Response
Date: 08/16/2024
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:08/12/2024
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.
Opened an account on 7/19/24, money was deposited 7/19/24 and card issued 7/20/24.I have yet to receive my card, and the Welcome they claimed to send out didnt have the account info it should have. I have called numerous times because they have locked my account and they have provided me no resolution while they hold my funds. I spoke with *** (employee ID: ******* who is a Supervisor at Citibank contact center and he was attempted to blame me for not getting my acct info off the banking app and was very nonchalant about helping me including providing me a branch option which wouldnt be plausible as I live in a city where no branches for this bank exist.I would like someone to assist me with obtaining my funds from this bank and closing this account as I no longer have interest in banking with CITIBANK.
Business Response
Date: 08/12/2024
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:08/09/2024
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.
Several months ago my account was exchanged to "simplified banking" and I was not told that transactions had to occur within 60 days. When I did not use the account during the 60 days it was put on Inactive status which means I have NO access to my money. I was also told after hours on the phone that I would have to go to a branch to reinstate the account except the closest branch is over 150 miles away. The other option is to write a notarized letter to the company and wait over a month for a response. I opened this account with a nearby branch and now there are none here. This is unacceptable. I should not have to wait to access my own savings. Every time I call I get a different address to send the letter to and I should not have to do this.
Business Response
Date: 08/09/2024
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: 08/22/2024
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:

Got a call from a complaint specialist from Citi yesterday. She told me that I would have to
write them a letter asking to reactivate my account. Why should I have to do that when it is my money that they are holding hostage? I had already spoken to 5 supervisors who said the same thing or go to a branch hundreds of miles away. The supervisors told me the letter had to be notarized but the complaint specialist said only if I lived in ********, which I don't. They have no idea what they are doing there. This has caused me an enormous amount of stress and unless I get immediate re-activation of my account and a 100% full refund of my money I have a lawsuit pending. Enough is enough.

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

Sincerely,

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

Business Response
Date: 08/23/2024
We responded to the customer on 8/22/24. If the customer would like to share this information, they can provide a copy of our response to the BBB.
Initial Complaint
Date:08/08/2024
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.
The promotional code regarding the account: ********** Debit Card Number:************ **** Account open date: 11/24/2023 Account closing date: 7/28/2024 This is in regards to the promotional cash that was not given by a bank for opening a checking account.I've spoke with a banker over the phone before I've opened the account because I wasn't sure if I had opened and closed a bank account within the time frame of the qualifying date. The customer *** had checked and informed me that I would qualify for the promotional offer. After opening the account, I've called to make sure everything was in line and the banker asked me to go into the branch because they couldn't find the promotional offer on my account. I went to a branch on ************************************************************** and spoke with the banker at the branch and after checking the account, they've informed me that I would qualify for the offer.After completing all of the requirements I've called once again and they've told me they would deposit the offer after a certain time frame. After a few months I've called again and they told me that I wouldn't qualify.**** The customer service agent and the banker at the branch gave me incorrect and misleading information. According to them, I would qualify for the offer and should be granted the cash offer. Please grant the promotional because the customer ***s were at fault for doing this. I did fulfill every part of the requirements in the offer and relied on the customer ***s providing me with correct information. Please mail the check to: *********************************** ***** **************
Business Response
Date: 08/09/2024
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: 08/27/2024
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]
I havent received a contact from citi bank.

All the content Ive written on the complaint is genuinely true and I have also went to the ***** to speak with a ****

I was informed that I would get the promotion until after the required time was fulfilled.

I can I get this resolved?

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

Sincerely,

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

Business Response
Date: 08/28/2024
We are currently working on this exact issue from the client on a previous BBB case ID. In efforts to not duplicate the work and cause confusion, we will close this case and continue to work under BBB case ID: ********.
Initial Complaint
Date:08/08/2024
Type:Service or Repair 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.

Complaint: ********

I am rejecting this response because: I would like to wait for the response from ********** regarding what there finds are with regards to Citibank. It feels like ********** is just passing this issue to someone else. I hope this issue can be resolved in the near future.

Sincerely,

***** *****-*********
Business Response
Date: 07/30/2024
**** *** ****
***** ****** *****
******** ********** **********
****** ******** ******
******* ***** ******** ****** * ********* *******
*** ********* ******
***** ****** ***** ***
******** ** *****

RE: ***** ***************/BBB Complaint *********

Dear *** *****,

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

On behalf of *** **** *****, I apologize for any inconvenience the customer may have experienced regarding their line of credit with our company.

The **** ***** has reviewed this case and reached out to all parties involved. *** **** *****’s credit company “Citibank” is the financial organization managing credit accounts. As a result, we have forwarded the complaint to Citibank accordingly. At the conclusion of the review and investigation by Citibank, *** *************** will receive a response and resolution directly from them within fifteen business days.
Please know that it is *** **** *****’s goal to satisfy all 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 contact me should you have any additional questions or concerns.

Sincerely,

********* **
The **** ***** Customer Care- Executive Escalations Team
Case: ********
Customer Answer
Date: 08/08/2024
In Nov of 2022 I bought a ride on lawn mower for around $3500. During the purchase I opted for the no interest permotion rather then the military discount. About a month or so after I made the purchase I called ********** number on the back of my card to make sure my payments were going to the promotional purchase. I set up payments automatically to cover the amount of the purchase and was told they would be applied to the promotional purchase and I was all set. Come to find out in June of this year I was charged $2000 for the interest. When I reached out to customer service to let them know if the issue, I was told the payments were never applied and the only way to get rid of the interest is to pay around $3400 today, and they would reverse the interest charges. To be charged $2000 on a $3500 purchase is insane, especially after I was told my payments would be applied to that purchase. They never did what they said they would with my payments and never saw anything about my payments weren't being applied.
Business Response
Date: 10/09/2024
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: 10/10/2024
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:

Not sure why I keep getting this email, company still hadnt fixed issue or reached out.

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

Sincerely,

***** *****-*********
Initial Complaint
Date:08/07/2024
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.
In mid-June I contacted this business and let them know I would be making a lump sum payment. The agent on the phone assured me that I would be credited back at the VERY least 3 months interest. Today, I was only allowed to be credited 1 month and some other bogus charge. I did my part by making the lump sum payment. They did not stick to the promise on their end. 5/8/2024-6/7/2024=$219.46 4/6/2024-5/7/2024= $228.38 these are the final two interest charges that I expected to be credited back to my account.
Business Response
Date: 08/08/2024
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: 09/11/2024
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:

[Your Answer Here]
I have already received a call about this, they granted my wish and it has been settled.

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

Sincerely,

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

Business Response
Date: 09/13/2024
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:08/07/2024
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 paid off my account in full of $8,888. They lost the check and instructed me to cancel and re-issue a new one. Several weeks later, the original check was attempted to post and was declined (because it was cancelled) and they charged me a return check fee and interest charges for the following month, taking almost $160 from me and refusing to refund it.
Business Response
Date: 08/07/2024
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:08/07/2024
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 saw an ad for an American Advantage Citi credit card promising ****** bonus miles after $2.5k in purchases on this website: ********************************************************************************************** applied for the card and was approved. Nowhere in the terms and conditions that I signed did it indicate there would be any inordinate wait time for the miles. I applied for this card because I want to use the bonus miles on my honeymoon in August. I am getting married on August 18th and leaving for my honeymoon on August 21st. Once I had the card, there was no indication of a wait time, just a bar at the bottom of my online account showing my "progress" towards "earning" the miles. Then, when I spent enough to earn the miles on Friday, August 2nd, it told me I would have to wait 8-10 weeks to get the miles. This was not included anywhere in the information when I signed up for the offer. When I called customer service on Monday August 5th they told me they would "file a dispute" to "expedite the miles." I was then told by a different representative on Tuesday August 6th that this had been a lie. I consider this to be a breach of the contract under which I signed up for this card. I NEVER would have got this card if I had known it would take 8-10 weeks to get my miles.
Business Response
Date: 08/07/2024
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.

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Citi is NOT a BBB Accredited Business.