Business Profile

Banking Services

Citi

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

7,468 total complaints in the last 3 years.
2,512 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:10/14/2022
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.
Good afternoon,

I would like to complain about a negative interaction at Citibank's *** **** **** ****** ****** today October 11th, 2022. We are a property management company and one of my workers tried to deposit rent checks for landlords we work with into business accounts. We've made these deposits for many years at your *** **** **** ****** ****** as well as your *** ******** ****** location. Today we had a teller which treated one of my workers suspiciously and investigated the accounts that we were depositing into and told us that the accounts were personal accounts. My worker told them they were business accounts and business accounts which we have deposited rent checks into regularly for years. My employee was subsequently told they were no longer welcome at *** **** **** ****** Citibank branch. After this, my employee went to the *** ******** ****** location and deposited the same checks rejected without incident. My employee has an Autism Spectrum Disorder and it is unfair that your company profiles and treats my employees horribly. Given we were able to deposit these checks at *** ******** ****** with no problem like we have for years and not *** **** **** ****** shows that the problem lies with Citibank's employees at *** **** **** ******.

Thank you for your time and attention to this matter and please take appropriate action.
Business Response
Date: 10/14/2022
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:10/14/2022
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.
RE: ACCOUNT NUMBER: **************** Description: ********************* case # ************** In June 2022, I applied, and was approved, for AAdvantage Platinum Select Card. One of the incentives of the card was, as advertised by Citi, that free bag check-in on American Airline. On 7/20/22 I traveled American Airlines, and while checking the bag, I was asked to pay $100. When I showed the card, and the accompanying document that the bag check-in would be free, I was advised that their system did not accept that and that I should contact Citi for that. Thus, they charged $100 by the AAdvantage Platinum card as I had no choice but to pay or I would not be allowed to travel. Upon my return, on or about 8/21/22, I reported the incident to Citi Card customer service and the representative filed the billing dispute and granted conditional credit. Later, Citi Card asked me to provide certain document, which I promptly provided. However, a few weeks later, I received a letter from Citi Card, dated 8/31/22, advising that they had filed the dispute in error and that the case would be transferred to another department. When I did not hear for a week, and I noticed that Citi had reversed the credit they issued, I called the customer service, and the representative advised me that it was an issue to deal with American Airlines. When I called American Airlines, they advised that Citi Card had advertised the free bag check-in and therefore I would need to contact Citi Card. It is incomprehensible that Citi Card, which initially accepted my rightful dispute and issued the credit, would later reverse it by stating that they had made an error in filing the dispute. I am attaching the letter I received from Citi Card with this complaint. I would like Citi to be truthful to its advertising and issue a permanent credit to my account because I accepted the card based on the advertisement of Citi Card. I hope Citi would show good customer service and issue the permanent credit of $100.
Business Response
Date: 10/14/2022
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.
Customer Answer
Date: 11/02/2022
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:10/13/2022
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 applied for the ********** Credit card over the summer, and it has been a nightmare: from trying to get the open your card - promo credit, to enrolling me in the interest-free *************************************************** the mail, even though I have asked 2 times for them to send me paper statements. I received a late fee for the first statement because I never received a paper statement. At the beginning of September I spoke to a live agent and said I do not want another late fee, so PLEASE I need you to send me paper statements and he said he would send me paper statements. Now its October and I did not receive a paper statement and I received another late fee yesterday. I went online to re-search my account and set up a profile and found out that it was due yesterday. I paid it immediately today, but I do not want to pay for another late fee. Especially when I was proactive and asked for them to send me a paper statement, so I could pay my account on time. I just spoke to **** supervisor in the ********** credit card department named ******* & the conversation was recorded. She did not listen to me at all, she did not even consider my situation, and she kept talking over me, when I called her name.. ******* ******* Im trying to speak. ******* I am the customer, please let me speak. I said you are not listening to me. She said youre not listening to me and she said ** going to hang up on you now.This has been an horrible card with horrible customer service. I would like my late fee credited. I would also like something, perhaps a gift card for the drama & the frustration. My brain is spinning.
Business Response
Date: 10/10/2022
******* *******

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

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

Dear *************************

We acknowledge the receipt of the BBB Case # ********

On behalf of *************** I apologize for any inconvenience our customer may have experienced regarding their ********** consumer credit account.

Citibank (************), NA is the financial organization managing all ********** credit accounts. As a result, we have forwarded the complaint to Citibank (************), NA, accordingly. At the conclusion of the review and investigation by Citibank, *********************** will receive a response directly from them.

The account is governed by Citibank and any decision regarding this matter will be decided by them. If further assistance is necessary regarding her account, she will need to contact them directly at ************.

Please know that it is The **********s goal to satisfy all of our customers with the products and services that we provide. The ********** values its customers patronage and looks forward to servicing their future home improvement needs. Please do not hesitate to contact me if you have any questions.

Sincerely,
***********************
********* *********** ****
*****************************
****************
********* ****** ********
Customer Answer
Date: 10/12/2022

Complaint* ********

I am rejecting this response because:
Home ************** with Citibank to offer a ********** card. Do not receive a statement and to be charged a late fee twice is unacceptable. I want it to be credited. I also enrolled in auto pay so it will not happen again. I would also like a gift card from ********** for the inconvenience because the stress has happened twice already to me. I cannot wait to get rid of this card
Sincerely,

***********************
Customer Answer
Date: 11/01/2022
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:

Hello,
I am only rejecting the response because I did not see their response attached below.
Thank You!
*******

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

Sincerely,

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

Business Response
Date: 11/08/2022
We responded to the customer on 10/19/22. If the customer would like to share this information, they can provide a copy of our response to the BBB.
Initial Complaint
Date:10/13/2022
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.
Citibank closed my account and only sent me a check for ******. My account upon closing had over $1,000 in it. When I try to call they will tell me my account is closed and then they hang up the phone. Now I am unable to reach out to anyone and I am still waiting to see where my other funds went. Please help me get in touch with someone to tell me where my funds are.
Business Response
Date: 10/13/2022
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:10/13/2022
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 used my citicard back in Feb to lock in a interest rate lock with my mortgage company for $7,668.81. Once we closed in Sept the credit was released back onto the original card of orgin. Citi closed my card for no reason and the credit went back on my card ending in ****. Well card is closed, I called over ************************************************************ via ACH to my checking account. I am on the legal counsel board for my bank and WE would NEVER take this long to release a credit back to someone. I need this returned to me via ACH as requested NOW, or my attorney will be going after CitiCard.
Business Response
Date: 10/13/2022
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:10/12/2022
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.
I have purchased an airline tickets on 7/27/222 for the amount of $7406.31 to fly to Japan. Due to changed visa requirements I was unable to use the tickets. Long story brief, I was able to get a refund from the airline and the refund was posted on my account on 9/10/22.
On 9/29/22, I contacted CITI Cash customer service and requested this money to be transferred to my checking account. I was informed, that this request needs to be approved by the Refund dept. and it takes 4 days. There were no decision or a refund in a 4 days. I contacted them again and was told, that they need "another 4 days". As of right now, 14 days passed since my request and the CITI cash card is holding my money. The account balance is minus 7406.31. I find it outrageous that the credit card just would not refund me my money! I think it is a violation of the customer rights!
I should not be calling CITI Cash card begging for my money back that is just sitting there! Someone advise me on how I should proceed further and escalate this issue?
Business Response
Date: 10/13/2022
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:10/12/2022
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.
I opened an account with Citibank, they let me transfer my money into their account. They closed the account the day after taking the money out my old account theyve been giving me the run arounds. ************ branch district manager said she was going to call me from her workers own mouth *************************** and ******************** Manager was suppose to call me havent heard anything back its been two weeks now they want me to wait ***** days for my check to come I could lose everything within them ***** days
Business Response
Date: 10/13/2022
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: 10/27/2022
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]

Even after they sent my check they took me through h*** to cash it now Citibank is terrible

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

Sincerely,

***** *****
Initial Complaint
Date:10/12/2022
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.
I am ****** **, a Citi AAdvantage World Elite MasterCard holder. My card number is **** **** **** ****. On 7/18/2022, I called Citi AAdvantage World Elite Master Card Customer Service at ###-###-####. I don’t want to pay $99 for the next year membership and wanted to cancel my card account. A customer service representative told me if I pay the $99 membership fee and spending $1,000 in 3 months, I can get 75,000 mileage reward points of American Airlines. I believed what he said and paid $99 membership fee on 7/18/2022.

I spent more than $1,000 in 3 months since 7/18/2022. On 10/10/2022, I called the card Customer Service about my reward mileage points. I was total the reward mileage points are NOT 75,000. I can only get 7,500 mileage points instead. I believe that the Citi AAdvantage World Elite Master Card Customer Service staff cheated me. This is business fraud!

I request Citi AAdvantage World Elite Master Card to refund my $99 membership fee or honor their promise of 75,000 mileage points.
Business Response
Date: 10/13/2022
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:10/12/2022
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 July 15 they blocked my bank account from me using it, they never gave me a call or email about this. I gave them a call the same day to figure out whats wrong and why my account is blocked they didnt give a reason as to why they told me they would send a letter as of why the blocked it and said they were closing my account in 60 days. I received the letter on 8/10/2022 it didnt state why they are closing my account or why its blocked so I gave them another call that same day and they told me the same thing that my account will be closed in 60 days and they can not provide anymore information and they would send me a check with my money thats in the account after the 60 days. It has been 3 months since they blocked my account and still havent received my money I gave them a call again on 10/02/2022 just to get the same answer as a before you account will be closed after 60 days and a check issued to your address and they cant provide anymore information on it
Business Response
Date: 10/13/2022
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:10/11/2022
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.
Sep 27, 2022. I called CS to request a balance transfer. The agent Made a mistake and requested supervisor assistance. Result, they duplicate the transaction.2nd called. I requested the status of the transfer and to speak with and account manager. Result, they blocked my acct for future use and canceled one of transfer duplicated.3rd called. I still continue viewing the duplicated transfer. I spoke with an account manager that removed the hold and processed the transfer.Oct 9, 2022. I called again. The duplicated transfer still reflected in my account, They havent process my transfer and the hold still on. The agent today apparently spoke with an account manager. She said that they fixed the duplicated transfer and that they will removed the hold. After a long time in the phone and after I gave all the information again for the balance transfer; she was unable to process it.
Business Response
Date: 10/12/2022
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: 11/09/2022
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.

Sincerely,

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

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