Business Profile

Banking Services

Citi

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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

7,460 total complaints in the last 3 years.
2,499 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:11/23/2022
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 august 31st I was traveling in the Dominican Republic when I noticed a fraudulent charge on my debit card for 63.33 for an online purchase of chipotle in California. I immediately locked my card and contacted Citibank. They lost my complaint. I called again when I returned to the states. They filed my complaint but apparently they told me I did not prove that I charged this amount elsewhere and refused to give me my credit. The conditional credit they gave me was reversed on October 28th. They refuse to reopen the case and they stole $63.33 from my account. I have spoken to supervisor after supervisor and no one at the bank will return my money or help me.
Business Response
Date: 11/23/2022
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: 12/10/2022
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 tried to speak to the bank's dispute and fraud department multiple times. They continue to insist that I have not provided documentation. They refuse to recognize the initial charge on my account as fraud and advised me that I have not proven the fraud. They reversed my discretionary credit and took the money out of my account again. I have gone to a branch and have called the bank multiple times with no assistance. Citibank called me from their fraud department and provided me with a reference number. When I called back with the reference number, they could not find the dispute. When I called a supervisor, that supervisor hung up on me. No one returned my call. Citibank has not yet returned the $63.33 that they stole from me.

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

Sincerely,

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

Business Response
Date: 12/16/2022
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: 01/03/2023
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:11/22/2022
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.
11/21/2022:
Recently my husband passed away and his life insurance policy was put into my Citi Bank account. I recently went to make a transaction and my card was flagged for fraud. For two weeks now I've been trying to get this resolved but EVERYONE I've spoken to hangs up while im trying to explain my situation. I've reached out to the branch the money was deposited into and they have not helped me one bit. I've called countless supervisors in the fraud department and no help at all. Finally got through to someone who said they can help and they issued me a new card but linked it to the account that is flagged. I'm at the end of my rope here. My family needs to eat, I need to pay my bills, this can not be happening. Please help me BBB.
Business Response
Date: 11/22/2022
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:11/22/2022
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 apply for a loan with Citi Bank to purchase a house, the Citi Bank hold my application from July 2022 tell October 2022 forcing me to get an appraisal without any pre approved letter the legal way suppose to be with all the banks, I spend $655.85 then they force me to get insurance for the house and without any pre approve letter, I spend $300.00 in the mean time they told me that the closing date suppose to be on 10/04/2022 then on 10/03/2022 they send me a denial letter base on lies and wrong information, after I spend my money for nothing, the mistakes they made with my application they forgot to add to my income my S S income for the year 2021 amount of $8,500.00 a year, they used the bank statement for July 2022 instead of September 30-2022, and they force to buy insurance and get appraisal without any pre approve letter according to the federal loans laws.
Business Response
Date: 11/22/2022
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: 12/09/2022
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]

They promise to solve this issue before but they never did , they just trying to buy more time, and this way they will never solve any problem just to make me forget about it

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

Sincerely,

***** ******
Initial Complaint
Date:11/21/2022
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 unable to access my account online, which I have had for several years. According to Customer Support I am not registered and I think my account has been compromised.
Business Response
Date: 11/21/2022
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:11/21/2022
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 made several attempts at calling Citibank to seek out a balance transfer from my Capital One Credit Card. I received absolutely no help from any of the customer service representatives, including but not limited to folks overseeing Citibank accounts and Credit Cards. A senior manager is to contact me via cell phone AND email.
Business Response
Date: 11/21/2022
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:11/17/2022
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 opened a savings account online 10/23/22 and attempted to fund account with $20,000 at that time via ACH transfer from checking account at Alpine Bank (Grand Junction CO). Called Citibank 10/24/22 to see if transfer completed and whether my wife was listed as joint owner. Was told by Citibank rep my wife was not added to account and funds transfer did not go through. Checked with Alpine Bank on 10/24 and was told the $20,000 would be transferred via ACH on 10/26/22. Tried to put stop payment on transfer but was told by Alpine not enough notice to do so. Immediately called Citibank and was told account still open and would be funded and my wife could be added to account. Initiated three way call with Citibank rep and wife to obtain information to add her to account. On 10/25 I checked status of Citibank account online and surprised to see account closed by Citibank. Called Citibank and asked why. They informed me I had requested it be closed. This is not true. Why would I want it closed when I added my wife and had money transfer to fund it? On 10/26 our Alpine Bank account was ACH'd to Citibank for $20,000. Despite repeated verbal and written requests, money has not been returned. I've spent well over 30 hrs. on phone with Citibank and no one will help. I've requested written instructions to get funds, was told they would email it, but they never did. I've only received one phone call back. I've been transferred over and over, and disconnected too. Customer service has been very disrespectful and condescending. The majority can barely speak English and none know anything. I've been a Citibank credit card customer for over 30 yrs. and am livid at how poorly I've been treated for a mistake Citibank caused (by closing the account without my authorization). Now my $20,000 is in limbo and I'm fearful I may never see it again. Won't someone please help me get my money back?
Business Response
Date: 11/17/2022
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:11/16/2022
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.
3/2021 made a large purchase of $8061 for 18 months0% financing After 6 months was charged interest on full purchase price.Called, ********** credit services, talked to managers in store at ******************** multiple times!!Took 7 months to correct the additional 12 months of0% interest free, making triple payments to keep up with the interest payments the whole time. 5/2022 ********** credit services finally credited the account for the interest the charged on the promotional balance, but did not credit all interest on payments and payments we paid from the start.8/28/2022 asked a supervisor from credit services to extend 0% financing while the credit is still being figured out. Before interest is added on again and becomes a mess all over agian. I was assured it would be and it would take a billing cycles to add the 0% for additional months?09/2022 finally some interest is finally credited to the account, but not all of it!10/2022 called again, because I did not receive anything in letters or on account about the 0% extension. I was assured again by ****** id#**** that the 0% would be extended for 6 months while this is looked into. He even read me the disclosure and said it would be in affect before the promotion ran out on 10/17/2022.10/21/2022 All interest added back on the purchase!!!!Called again and spoke with **** Id# ***** who transferred me to another supervisor *****, who said it should have been applied and read me the disclosure again for the 6 month 0% extension while this is being looked into. Interest eventually gets credited again, but now the amount is higher than before!!! And they still are expecting me to pay a higher payment of $330 this month on 11/17 instead of the minimum with the 0%!!! I am still owed now $2600 credit on this purchase which has not been credited. I called again today and was hung up on. I have called probably 20 times since 12/2021 and been to the ************ ********** 6 times trying to remedy this issue!
Business Response
Date: 11/16/2022
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: 11/28/2022
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 been told multiple times that my issue was being looked into. And being told someone would contact me. It has never happened. I would have to call back, again and explain my situation again, only to be told that someone would be in touch. Waiting another 14 days to most likely not get an answer is unacceptable!

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

Sincerely,

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

Business Response
Date: 03/13/2023
Citi will no longer respond to the customer's complaints as we consider the matter resolved.
Customer Answer
Date: 03/23/2023
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:

[Your Answer Here]Nothing has been resolved! No one has called me to even go over what happened . How is this resolved to them? They send vague emails that have absolutely nothing to do with my complaint? Is legal action my next option to get my $2000 back? Especially since they are stating that they will no longer respond to me? This is the most frustrating company to deal with!!

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

Sincerely,

***************************
Initial Complaint
Date:11/15/2022
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.
I’ve had a unauthorized charge to my credit card back in September called fraud department throught citi they reversed the charge and suspended the compromised card. 2 months later they sent a letter saying the charge was authorized (when it wasn’t) and reinstated the amount that was charged (great wolf lodge, which I’ve never heard of or been to) saying it was i who made the charge when it was infact not me. Bestbuy credit card/ citi has been giving me a hard time removing this charge i never made. I was at a bowling ally that day which my co-workers and i have a charge to my debit card that cleared 2 days later
Business Response
Date: 11/15/2022
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: 11/30/2022
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:11/15/2022
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 a victim of identity theft and I have asked many times to this company to remove the information or blocked it from my credit report I called and got a Hindu person laughing on the other line on the call from the home depo/cbna I am requesting that this account gets blocked and removed. I did not open this account and never got a welcome letter or anything I want this removed and blocked from all credit agencies Transunion , Experian, and Equifax
Business Response
Date: 11/11/2022
******** *** ****
**** *** *****
***** ******************
******** ********** **********
**********************
******* ***** ******** ****** * ********* *******
*** ******************************* ****** ***** ***
******** ** *****

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

Dear ******,

On behalf of *************** I apologize for any inconvenience the customer may have experienced regarding his personal information.

The ********** has carefully reviewed and investigated this matter and offers the following in response to his concerns. Citi Bank has opened an investigation that could take up to 90 days to complete. He is not required to pay the disputed amount nor the related interest charges or fees during his investigation. They may reach out to him and request additional information. He will be notified in writing with the results of Citi Banks review as indicated in the letter sent to him dated 11/03/22. They have also advised him of how to place a fraud alert on his credit profile. They will make corrections to his credit bureau reporting for this account if the outcome of the investigation is found in his favor. Citibank, N.A. is not affiliated with the other creditors mentioned in their inquiry and it will be necessary for him to contact them directly.

With that said, we have addressed the customers concern and consider this matter resolved.

Please know that it is The **********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 if you have any questions.

Sincerely,

***** **
********* ***********
****** ***********************
***** ********
Customer Answer
Date: 11/12/2022

Complaint: ********

I am rejecting this response because:
becaus i want the account deleted
I sincerly want that resolution
Sincerely,

*************************
Customer Answer
Date: 11/15/2022

Complaint: ********

I am rejecting this response because:

Sincerely,

*************************
Business Response
Date: 11/15/2022
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:11/15/2022
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.
(Original Creditor: CITIBANK) - ******** - $3,570.00 - This unverified account has been reporting on my credit report for over a year now. I did not receive any responses from the bureaus and to your company as well. I aboslutely have no idea why are you charging me with this big amount of month. Theres no proof of this account if this was really investigated, but the date last reported was on 06/2022?? There should be a response in my mailbox but i did not receive it. THIS MEANS NO INVESTIGATION WAS DONE. PLEASE DELETE THIS ASAP.
Business Response
Date: 11/15/2022
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.

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Citi is NOT a BBB Accredited Business.