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.
2,505 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:11/15/2022
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 took advantage of Citibank's flex loan offer. The agreement was to loan 9300.00 and repay 185.00 and some change. I have an email saying those were the loan terms. I got my first statement and it is saying that I owe 230.00 as a first payment as they have charged me 44.00 on top of the interest that I would assume is already included in the 185.00 payment. In fact I put my initial loan balance (9300.00) in a apr calculator and it calculated a payment of 185 and some change with a 60 month repayment at a 6.99 percent interest rate. I want the loan honored as originally issued. I have attached the email from citibank with the terms.
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.
Business Response
Date: 11/17/2022
*** *** ******* ************ **
***** **** ******
** **** **** ****** * **** *****
*** ***** ** *****

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

Dear **** ******:

We are in receipt of your correspondence received on November 15, 2022, regarding **** *** ********s account.
In response to your request, we have determined this loan is not owned by CitiFinancial Servicing and therefore we are unable to assist.

Please contact Citibank at ###-###-#### or ** *** **** ***** ****** ** *****

CitiFinancial Servicing continually strives to provide a superior level of service to all its customers, and we trust this letter adequately addresses your concerns. Should you have questions regarding this letter, please email us at ************************.

Sincerely,

Information Servicing Unit
Citibank O&T – Citi Holdings
Business Response
Date: 11/18/2022
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: 12/03/2022
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:11/14/2022
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 have the best buy credit card, I have been making all my payments on time, never missed a single one. I have been having a certain payment per month that has never changed since I have had this card. Now all of a sudden they are trying to make me pay 100 dollars a month for this card when my old payment was nowhere near that.
Business Response
Date: 11/14/2022
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:11/14/2022
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.
In October, I saw an ad Citi placed stating if you opened a checking acocunt with them and funded it with at least $75,000 they would pay a $1,000 new account bonus. I called into Citi and opened an account

My girlfriend, Leah Rossi, wrote an online billpay/check from her bank (Huntington) that I used to fund to fund the account and meet the $75,000 needed for the promotion. Citi sent me a new account welcome kit, debit card and checkbook.

I tried to log into the account about 10 days ago and received an error message. I called into Citi who told me my account had been closed and I would need to talk to their fraud department. Apparently it is against their policy to receive a check/payment from another person (which is kind of bizarre for a checking account). I never received an correspondence or phone calls from Citi to verify the transaction or notify me that they had taken this action.

Despite this policy, they received the deposit from Huntington and are in posession of a little more than $76,000. These funds were debited from Leah's account and are in the custody of Citi

I've asked them how they intend to give us the money back. After speaking with 6 Citi representatives, they instructed me to have Leah call Huntington to initiate a request for reversal of the payment they send and Citi took.

We did this. Huntington sent a request to reverse the transaction. Citi declined their request and the response they sent back was in broken English to the point their message was unintelligible.

I contacted Citi again today and spoke to my 7th representative who refused to answer the question of how we're going to get our money back.

Bottom Line: Leah and I sent over $76,000 to Citi who refuses to give me access to the funds or return it to the issuer of the deposit (Leah/Huntington).

They have essentially stolen this money and refuse to answer any questions about how it might be returned
Business Response
Date: 11/14/2022
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:11/14/2022
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.
Amex/Citibank,N.A customer service has been contacted several times regarding this account, I am not an authorized user of this account, I never allowed my information to be used not do I have access to this account. This is fraud I have been treated very bad and even hung up on by customer services over the last few years regarding this account. I have asked for proof that this is my account. I don't know any account information because this account does not belong to me nor do the addresses match. Please remove this account from my records.
Business Response
Date: 11/14/2022
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:11/09/2022
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.
A few weeks ago I received an online letter from Citicards advising that my credit limit was being reduced by a few thousand dollars because I don't use my card often enough and am not fully utilizing my credit line. The letter went on to say that if I called within 60 days I could have it reversed back to the original limit, and I called within a day to ask them to revert it back but was advised by someone who could barely speak English that it wasn't possible and I'd have to wait for a hard copy mailed letter from them and then call them back. I told them I already had the online letter but they said that wouldn't suffice and that I should receive their hard copy letter within a week and could then call them back. Over a week went by and I didn't receive a hard copy letter and when I called customer service again I got a prompt from the automated system saying "Do you want to close your account," and I clearly said "NO," and then the automated system said "OK, your account is now closed." I immediately called and got someone who barely spoke English and took my information and said I would hear back from them possibly in a few weeks, and so again I got absolutely nowhere with them. Now my account is closed (their mistake), and I have no way to fix this. I owe them a balance and don't know how to pay it now because payments were automatically linked to my checking account. I can't even make a payment myself because I can no longer log in to my citi account. There are thousands of negative online reviews about citicards, and I can certainly understand why. I just want my account reopened.
Business Response
Date: 11/09/2022
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: 11/21/2022
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:

....because it did not resolve my complaint. I have tried calling Citibank customer serveral times over the past month to get my account re-opened (because they mistakenly closed it), and I just keep being advised that it will take 10 days. It's been almost 30 days and still no response from them and my account remains closed. It is absolutely impossible to get someone on the line who understands what I'm saying and they just provide ridiculous canned answers. This response is not acceptable that they are looking into my complaint. They've been looking into it for weeks -- it should be resolved by now! I will not be satisfied until my account is reopened.

Dawn

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

Sincerely,

Dawn Silvia

Business Response
Date: 11/25/2022
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 find that this resolution is satisfactory to me and the matter has been resolved.

Actually, I wrote back to Citi directly and told them I would prefer it if they kept my account closed due to their very poor customer service, and I advised them I already opened another credit card and am much happier with the new credit card company and their customer service, so I resolved this on my own with Citi.

Sincerely,

**** ******
Initial Complaint
Date:11/09/2022
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.
After 12 years with Citibank. This is by far the worse experience I had with them. I have 2 credit cards with them never any major issues. I had a personal loan taken out to pay one of the credit card off. The loan was mailed in for the amount of one of the credit card owed. Instead of applying the amount to pay off the one CC they applied it to the 2nd account that reflected a balance that was not even what the amount was for. After the error I called in they said they were going to refund me so I can pay the correct account. The next day I get an email saying they lower my credit limit on the card the payment was misapplied to. This raised concern since how are they going to refund me if my credit limit is lower I called them again. They stated they will reverse the credit limit and issue refund in 3-4 business day. 6 days later still nothing. I called the 3rd time they stated account was going to be reviewed in 2 days but it was suppose to be done 6 days ago. Today I checked in my account a refund was made but it was only up to the credit limit I had on the card not the misapplied payment. I called them again today and they basically told me I need to call the credit bureau to have my account check because the limit was lowered due to my account. I was so frustrated the root of the problem was with citi applying the payment amount to the wrong account and than lower my credit limit. How is this my fault? I am done. I am planning to end my relationship with citi this week. After 12 years I had one problem that arise and this is how they handle a problem after 5 calls.
Business Response
Date: 11/09/2022
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: 11/21/2022
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:11/09/2022
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 September 27, 2022 I initiated a balance transfer for $6400 using my credit card number due to not having access to the account number. I had originally asked for checks to complete balance transfer but was told I was not able to prior to starting this transfer. It should of went to my Space ****************** credit card account, with the card number being *******************. I was shocked when I went through prompts and nothing verifying the mailing address or name of the company. If there was I missed it. I gave it the 14 days and called on October 15, 2022 and spoke to a supervisor who told me it was paid to Fidelity. I have no accounts with Fidelity so he explained he would need my social security number, which I provided, in order to retrieve the payment. He also gave me a credit and told me to wait 14 days. Again I waited and this time was told by **** on the chat nothing was inputted and he would submit a claim, and take 3-5 days. I chatted on their application with **** the supervisor and was told I needed to call, and that my credit given on 10/15/22 was being removed without him ever telling me this dispute was denied. I called and explained my story, I can provide copy of the credit card with the number along with a statement to expedite this process but he would not take it. I spoke with **** ID# ****** who said he was sending over another dispute to wait 7 days. This is absolutely ridiculous. I reached out to Space ****************** who said since I gave my card number they could not track in the *** fields. I asked **** for a tracer number and he would not give it to me to locate to try to speak with Fidelity, as the account number (which is my credit card number for Space ******************) they would provide no information. I need this resolved as this is damaging my credit and I am absolutely astonished at the lack of urgency to fix this issue. I would like the transfer and transfer fee credited back to my credit card with Citi.
Business Response
Date: 11/09/2022
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: 11/14/2022
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:11/07/2022
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.
Date of transaction was 8/12/2022 Set Schedule was to perform according to their contract. They failed to provide leads within the required area set forth by the ***** *********************** They failed to respond to phone calls and e mails. Citi cards in turn has done nothing to protect my company. They have refused to read the multitude of e mails and letters forwarded and keep stating that there was a contract. The issue isn't whether there is or is not a contract but whether Set Schedule has delivered on the contract which they have not.In addition, a review of Set Schedule website and internet presence indicates that this business has been committing fraud for some time. Citi is refusing to do anything about it.I would like BBB to insist that Citi protect the integrity of charges made and to charge Set Schedule with charge back for fraud
Business Response
Date: 11/07/2022
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:11/07/2022
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.
On 10/19/22 I wanted to apply for a credit card at **** of America. Unfortunately, the banker told me incorrect information and sent in the wrong application, so I canceled that and went to Citibank. On 10/24/22, I went to the branch and explained the situation, and the banker (*********************) told me that I could apply with them, no problem. I have great credit, and until **** of America, had had no inquiries on my credit in the last 18 months (when I got my mortgage in March, 2021). I then got a letter from Experian saying Citibank denied my application for "too many inquiries." Apparently, two separate divisions of Citibank ran my credit on the same day, flagging it in the system. ******** told me that to remove the erroneous inquiry (I only approved one inquiry, not two), I needed a letter of deletion from the bank, explaining their error. The branch manager refused to give this to me and said that ******** was lying and that they (Citibank) could not help me dispute anything, even though it was their fault. ******** suggested I file a formal complaint against the company since they made an error and now refuse to help correct it. Meanwhile, I am left with no credit card and can't apply anywhere else since my account is flagged.
Business Response
Date: 11/07/2022
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: 11/22/2022
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]
The business stated that the credit was only run once on the date stated, but my Experian file (which I provided) clearly shows that they ran it twice in one day, which is what caused me to be denied. i have also confirmed with experian that this company ran my credit twice from two separate departments within the corporation. I need to have this resolved and these inquiries removed, since now they are impacting me from applying for anything. Thank you

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

Sincerely,

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

Business Response
Date: 12/01/2022
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:11/07/2022
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.
03/15/2022

I have a rollover IRA that I am attempting to have sent to me in the form of a check. The company continues to lie to me, give misguided and incorrect information every time I call. And this issue is not being resolved in a proper manner. they are holding my money hostage and just keeps giving me the run around. Saying my information is incorrect. Even went to say they sent me the wrong paper work after over 15 employees have looked at this same documents and not once said it was incorrect. Then goes back to say it is the right paper work and I will have to continue to wait for a response from the "back team". This is absolutely ridiculous I've been so furious I cried in the car.
Business Response
Date: 11/07/2022
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.