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

7,471 total complaints in the last 3 years.
2,513 complaints closed in the last 12 months.

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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:09/27/2022
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.
On May 31, 2022 we received a unauthorized charged on our CITI AAdvantage Platinum Credit card for $335.58 from Chroma Services ****** **. We did not receive any services for this charge. Chroma Services provided hair style and makeup for my wife and daughter for her wedding day 7/17/2021. We paid Chroma Services in full for services provided on 7/17/2021.We contacted Chroma Services to get a refund. Chroma Services has not provided a refund.We contacted CITI on June 3 2022 and explained what had happened. CITI opened a billing disputes case ending in ******CITI requested documentation of the transaction and copies of paid receipts. We provided CITI with documentation, emails, and copies of paid receipts. We have not received a refund from CITI for the unauthorized charge on May 31, 2022 for $335.58.We received two letters from CITI stating they cannot resolve the dispute in our favor because we did not provide proof or cancellation with CS. We did provide copies of the paid invoices. We have contacted CITI billing disputes numerous times to follow up. We have spoken with many different customer representatives at billing disputes ****************************************** and asked to speak to a supervisor which we have on several occasions. Each time we called we had to tell our story from the beginning. We explained what happened. They told us that we would get the refund or the case is under investigation. My wife and I have spend over 25 hours trying to get this resolved with CTI billing disputes. We are disappointed with CITI billing disputes. We should not have to pay for a unauthorized charge to our credit card. We expect a refund.
Business Response
Date: 09/27/2022
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: 10/08/2022
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:09/26/2022
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.
Refund from Citibank Mastercard-History:8/19/22 – ordered a service from Sprinkler Pro totaling $4,500 using my Mastercard
8/23/22- Made a payment of $4,100 on my acct.
8/26/22- requested cancellation service with Sprinkler Pro AND filed a dispute of the $4,500
8/26/22 Sprinkler Pro reversed the charge with Citibank
8/30/22 – I requested that $3,600 be returned to me since my balance was -$4,000. Citibank customer service made the request-told me it would take 3-5 business days.
9/2/22 – Dispute closed to my favor.
9/6/22- was told my request was denied since the dispute was still open-IT WAS NOT-IT WAS CLOSED ON 9/2/22 The customer service people did not look at the file.
9/8/22 – had to process my request again and of 9/8/22. I asked if I could still get the $3,600 even though new charges were pending that would reduce the negative balance. 2 different reps said “yes”. I was told my monies would be back in my account on 9/14/22.
9/14/22- no monies in my account. Rep told me it was “in process”
Have spoken to the following supervisors and no results: ID# ****** ******, ID#****** ****,ID#****** ***** and ID# ****** *****
9/19/22- called – rep said it was “approved” on 9/19/22 and “in process”. When I asked him to look further, he came back and said it was still in “pending”. He now said the process is 7-10 days. Spoke to another supervisor ID ******- he said you could not return more than what my balance was even though I specifically asked this question. I still use my card and the Refund Dept is slow in processing. My new refund request is $1500.
I have had to stop using my card. This should not take this long to return money that I rightfully am owed. Why is it each time I call I get different answers? I am reporting this to the Federal Reserve Consumer Help line, the FCC and directly to your CEO.
Business Response
Date: 09/26/2022
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:09/26/2022
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.
Citi offers a $500 bonus for a new brokerage account with a $50,000 deposit held for 3-4 months. Citi also offers a new account bonus for a self directed brokerage account where the holding period is 3 months. Only the schedule for the self directed account is readily available online.

I opened both accounts in January and deposited $50,000 into the new brokerage account and maintained the funds through April 16th, longer than the 3 months.

I called Citi customer service and was told I HAD MET all the requirements for the bonus, and could transfer the funds to an interest account.

Later I did not receive any bonus and believe the Citi customer service referred me to the rules for the bonus for the self directed account which are 15 days less holding period.

In August, I repeatedly requested to close both brokerage accounts with Citi customer service after the non-payment of the bonus. The accounts have not been closed by Citi similar to the Wells Fargo scandal where the customer directions are not followed by the staff.

I request payment of the $500 new account bonus and or interest on these funds if the money had been held in a Citi savings account.

Thank you
Business Response
Date: 09/26/2022
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:09/26/2022
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 am not liable for this debt with CITI CARDS/CITIBANK

**************** They did not provide me with the original application like I asked.
Business Response
Date: 09/26/2022
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:09/24/2022
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 filed a dispute regarding incorrect charges to my Citi account. I was told 2 weeks ago that final resolution could take up to 120 days, but a credit would be applied to my account within 10 days if not resolved within a 10 day timeframe. I filed 2 disputes over 2 weeks ago, was told by 9/23 the funds would be back in my account. I am constantly being told incorrect information, lied to, and have an overall frustration with the company. This is not the first issue I had with them.
Business Response
Date: 09/26/2022
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:09/24/2022
Type:Product 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 09.22.22 I placed several online purchases through PayPal to be chgd to my Citi MasterCard. The 1st two were authorized by Citi, I think, but after the 3rd chg, I received a text from Citi stating that chg had been denied b/c incorrect card info was submitted. However, it was the exact same card info which was used for the previous chgs. The address to where I was sending the order differed from the other purchases, but my name, the card #, the exp date and the sec code were the same as what appears on my credit card.

I called Citi customer svc via Citi Mobile and tried explaining to the rep (name unknown) what had happened. She did not seem to understand the situation, even after I explained it twice. She kept deflecting any responsibility on the part of Citi for the problem I had experienced by telling me that either 1) PayPal had made a mistake or 2) I had entered incorrect information. She lacked the ability to understand that 1) prior to contacting Citi, I had checked my card information which appeared correctly on the PayPal website (I stated this fact twice, as well, without the rep being able to comprehend) and 2) I neither entered nor changed any card information in the PayPal system between any of the three purchases so it was not possible that I had entered incorrect information.

At that point I started to question the ability of the rep to whom I was speaking and I told her I wanted to review with her all chgs I had tried to place on my Citi MasterCard that day so I could be certain which had been approved and which had not. She told me she would have to put the call on hold in order access that info. After waiting 15+ minutes on hold I hung up without any resolution.

The incompetence of that Citi customer svc rep is unacceptable. I want to speak with someone who has an adequate level of knowledge to determine 1) which of my 09.22.22 chgs were cleared for payment; 2) what caused the problem; and 3) problems will not continue in the future.
Business Response
Date: 09/26/2022
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: 10/25/2022
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:09/21/2022
Type:Billing 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.
Me and my aunt have a joint checking account at Citibank in the state of NY. On 06/23/2022 we have become a victim of a money fraud conducted against our checking account due to a complete failure of security on Citibank side and overwhelming incompetence of Citibank Fraud Prevention Department.
On 6/23/2022 our online access to Citibank was suddenly locked. We have called the number located on the back of our Citibank ATM card and were connected to a representative. He kept us on a line for more than 20 min periodically coming back and asking to continue to hold. Finally informing us that access was restored, he disconnected. We got into our account just to discover that few min ago there was an unauthorized transaction posted to wire $27,000 out to an unknown recipient.
1. Citibank NEVER indicated there was a potential issue on suspicious activity and NEVER contacted us to confirm this transaction to make sure we authorize this!
2. Citibank NEVER contacted us to confirm that new unknown recipient is being added to our list of payees!
3. Citibank approved this fraudulent transaction without ANY consideration for security or ANY effort to protect its customers!
We have NEVER done a wire transaction before. And for almost ENTIRE account balance. This fact ALONE should have flagged this transaction as potential fraud and freeze it.
Fraud was reported to Citibank immediately but Citibank has denied our claim. An appeal was filed and the result was the same. Citibank ignored our request to restore account to compensate for stolen funds.
My aunt is a Senior Citizen and currently undergoing a treatment for a severe case of pancreatic cancer. As a result of this devastating security failure on behalf of the Citibank, we were left without ANY means of paying her living and medical expenses.
We demand that we as consumers are made whole because of this mortifying security failure and failure of Citibank to protect its customers by placing proper security measures in place.
Business Response
Date: 09/22/2022
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: 10/11/2022
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:

This
response from the CITIBANK is unacceptable. It’s just another example of a stonewalling
tactic we have encountered earlier and a total disregard to our problem
described in the original complaint. The complete failure of account security
at CITIBANK has left an elderly sick person who’s undergoing a cancer treatment
without any means or ability to pay for her living and medical expenses. This
has added a severe psychological strain on her mentally causing a rapid
deterioration of her health. We demand that CITIBANK answers our complaint of a
fraud by restoring the funds stolen ($27,000) and formally apologies for all
the damage they have caused. The ONLY satisfactory resolution of this complaint
we are willing to accept is making us hole and returning the money stolen from
us because of a poor security of the CITIBANK. We are fully committed and
prepared to go all the way and as high as necessary to seek a formal resolution
for this matter as well as receive a full compensation for damages.

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

Sincerely,

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

Business Response
Date: 10/26/2022
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: 11/16/2022
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 NOT received ANY communication by phone or mail from Citi and they have NOT contacted me in any other way, shape or form in response to this particular complaint. This is just another example of the stonewalling tactic implemented by Citibank and ignoring customers when something goes wrong.

I consider this matter NOT resolved and will be proceeding legal actions against Citibank in order to recover the damages and suffering they have caused.

Sincerely,

****** *******
Initial Complaint
Date:09/21/2022
Type:Sales and Advertising 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 feel like I am being discriminated against and the action of this company is becoming personal . I have been a customer of Citibank N.A for 20 plus years and had credit cards for about the same . I had 3 different accounts with this company , 2 checking and savings and a business account . In July 2022 , I received a notice that my account was being closed after a review . I called them right away to find out why . I was told by the customer representative that they was not able to verify a cash deposit into my account. They only deposit at that time was from an insurance company ***** **** , on a claim that was paid out and it was ACH deposited into my account. Never received a call or email regarding this supposed issue . I offered to bring proof which I was told I could to the near branch and they would be able to help me . Went the very next day to the branch and was greeted with a whole bunch of lies and excuses . I called a few more times and went to different branches and no luck . I even sent a letter with all documents to the email address provided to me being that there was no actual telephone number to call to speak with anyone . I just gave up and decided to just go to a different bank to open up my accounts. I received the funds by check that was left in the account after closure. Deposited the checks into my new bank account and had issues with them . new my bank institution was not able to verify the checks from Citibank. They called to verify the checks by phone and Citibank told them that I never had an account with them and that they never sent me those checks to be deposited. This set off a whole new alarm with my new bank because not a thought the checks were fraudulent. Finally got that situation taken care of after almost 3 weeks of having my account restricted and no access to any of my funds. I still had credit cards with Citibank wish I had within the same amount of time that I had to Bank accounts. Today they closed those accounts .
Business Response
Date: 09/22/2022
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: 10/11/2022
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:09/21/2022
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 enrolled in a Citi Bank Online Savings account. I was able to add my local checking account as an external account and transfer money into the Citi account with no issues. However, when I went to transfer money out of the Citi account on 09/18/2022, I was unable to do so. I assumed this was a glitch and waited 24 hours before trying again. The website still did not let me transfer any money out of the account on 09/19/2022. At this point, 10:22AM, I called Citi support and they told me that they were performing a system upgrade that should be completed by midnight. While 15 hours of downtime is absolutely unacceptable, I waited util the next day to attempt to transferring money to my external account. On 09/20/2022 I was still unable to transfer money. I was told this was only possible with the mobile app, not the website (this was a lie told to me by Citi support). I downloaded the app and had the same problem. Finally, after I called Citi support on 9/20/2022 at 11:48, was transfered, put on hold multiple times(I spent roughly 1 hour and 15 minuets on the phone this day), yelled at by a support staff member, and hung up on; I finally received a list of options to resolve my issue. I was told Citi was unable to transfer the money to any other non Citi accounts. I was told I could drive to a physical branch location(there is not a single physical branch location in my state) and get cash or close the account and they would mail a check with the account balance in 15 business days or less. At the time of writing, I have not received confirmation that my account is closed or that they have mailed a check. This is absolutely unacceptable and Citi will never receive my business again.
Business Response
Date: 09/21/2022
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.
Customer Answer
Date: 10/06/2022
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:09/20/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I’ve had three fraud alerts placed on my card in the last 48 hours. This last time, they couldn’t verify my account unless I had a landline or another separate Citibank account with them to unlock the account. Otherwise, they stated I had to get a letter by mail that would take 5 days. This is an archaic, ridiculous system and I want no part of it. Unlock my card, then promptly lower the class of the card to whichever one doesn’t require an annual fee because I will be spending NOTHING on this card after my current membership is completed. I’ll get an ******** *******; I’m sure their treatment of excellent customers is better.
Business Response
Date: 09/20/2022
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.