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

7,478 total complaints in the last 3 years.
2,515 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:09/20/2022
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 signed up for this credit card because of the misleading perks of the card. After making several purchases with my credit card on Wayfair.com and having to return an item. I later found out after calling customer service that there was only one purchase that was part of the "promotional balance". I spoke with a representative from Wayfair regarding the issue in July because the promotion that was available was 6 months with no interest, (Which in fact I have been charged interest several times each month.) This to me is misleading information if the promotion clearly states NO interest for 6 months. When I spoke with the representative I was concerned about paying the promotional balance and I was worried about paying it in time. The representative back in July clearly stated to me that I would just need to make more than my minimum payment each month to pay on the promotional balance. (This information is in fact on their website). Their website also states that an individual would be able to manage to pay on their promotional balance. (There is no option to do so.) I spoke with another representative on 9/18/2022, and I was concerned because I paid more than my minimum payment this month on 09/07/2022, and my promotional balance was STILL the same. The representative informed me that if wanted my payment to be deducted from my promotional balance I would need to contact customer service each time to request this. I have spoken with ******* numerous times about the promotional balance and this was NEVER explained to me. The representative also explained that after I call and make the payment I would need to call again ***** hours to ensure the payment was allocated to the promotional balance. This information is MISLEADING and has never been explained before in all the times I have contacted customer service. I want a solution to this issue.
Business Response
Date: 09/19/2022
We are ************* and ********************** We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.
Business Response
Date: 09/20/2022
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:09/19/2022
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 believe Citibank acted deceptively and unethically by soliciting me as a credit card only customer by directly soliciting me for a deposit relationship (which included a unique invitation number), which included a bonus, with no intent to honor their advertisement after I met their terms. I opened an account and transferred money using Citibank systems/technology. Approximately a week or two after the account was opened and fully funded by debiting my other account, the Citibank fraud department seized my accounts. I have not had access to my money since August 30th and Citibank will not provide any reason or explanation as to the reason for closure nor will they tell me how long it will take to fully close my accounts and refund me all of my money. Citibank has completely taken access to ALL of my money away from me and will only tell me it can take up to 60 days to return my money (which will be by check - not electronically returned to my account, which is how they obtained my money to begin with). The representative (******* in their Executive Response Unit, who apparently reports to **** *******) does not know and/or will not provide the reason for closure or release my funds. I am not happy about the account being closed, but at this point I want my money returned to my accounts immediately. (I can provide MUCH more detail, but am limited to a certain number of characters in this complaint. Please let me know if more information/supporting data is needed, which includes proof of initiating withdrawing money to fund the new Citibank account and proof that money was withdrawn from my other account by Citibank.)
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.
Initial Complaint
Date:09/19/2022
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. And requested a new card be mailed get the new card discovered it’s expired already and call Citi bank about the issue then customer service tells me the account is in the process of being closed after they just charged me a $59 annual fee in august and didn’t get any documentation of why the account was being closed in the mail and customer service kept just saying the bank decided to close it.
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.
Initial Complaint
Date:09/19/2022
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 received an email from Citibank on 2/16/22 (see attachment) with an invitation code of ******** offering a cash bonus for opening a savings account. Balances of $30,000 or more would receive a $300 cash bonus within 90 days after maintaining the balance for 60 days. Because of this email offer Citi sent to me, I opened a savings account on 2/19/22 and I did this by clicking the "APPLY NOW" button in this email. On 2/28/22 I deposited $30,000. On 3/2/22 I called customer service to confirm that this promotion was tied to my account and was assured that it was (I was given reference #************ of this phone call). I called customer service again on 7/11/22 to inquire why the $300 cash bonus hadn't been credited yet (reference number of the call is **********) and was told it should be deposited by the end of July or for the latest early August. On 8/31/22 I called again and the service rep opened a case to send to the resolution dept. The response to that was they were unaware of any such offer. I called again 9/7 and another case was opened. I called 9/12 to check on the status and (reference ************) was PROMISED that the $300 would be in my account by 9/14/22 but it was not. I called again multiple times since and new cases were opened but repeatedly I was told there was no such promotion. I called again today, 9/17 and was told I wasn't eligible for the promotion because I had opened a "Citi Savings" account rather than their "High Yield Savings" account. However, I applied for the account using the "APPLY NOW" button in the original email offer. The account I opened originated from using the "APPLY NOW" button. I as the consumer can't explain why their "APPLY NOW" button in the email directed me to open a City Savings account rather than a High Yield Savings Account. I would like CITI to pay the $300 cash bonus as promised in the email offer as I completed all the requirements in good faith and as I was promised in the phone calls on 3/2 & 7/11,
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.
Customer Answer
Date: 10/14/2022
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:09/15/2022
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 dont receive my statement . I recently receive one and then is say late fee. I want to email citi or chat but is say unavailable. I work *************** so I cant be on the phone and call citi. I need someone to remove the late fee on my account and fix this because is will affect my credit score. I dont even know my balance or anything.
Business Response
Date: 09/15/2022
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.
Customer Answer
Date: 10/03/2022
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 say they will contact me directly but I havent hear anything from them. my wife have a case going with them too and they say exactly the same thing but WE both dont heard anything from them

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

Sincerely,

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

Business Response
Date: 10/28/2022
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:09/14/2022
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.
A pay check for a vehicle allowance was deposited via the mobile app. In doing so, Citi claimed my deposit to be fraudulent and without contact myself or my employer to verify. There is a phone call log that has started since september 8th 2022, where two times I was given information that was incorrect, one being stated "to call back and get assistance with unlocking my account.
Business Response
Date: 09/14/2022
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:09/14/2022
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.
I booked a hotel with my costco citi card because I understood when I signed up for it that it had travel protection. Unfortunately I had a death in the family and was not able to complete the trip and stay at the hotel booked. I called citi and they reported that this benefit was discontinued in 2019. I do not recall being informed. If i had known I would of used my chase freedom credit card because I know it has travel protection for emergencies like this.
Business Response
Date: 09/14/2022
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: 10/03/2022
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:

citi team still researching and insist on holding myself responsible for travel insurance benefit that apparently was cancelled back in 2019. I was never given written notice, only electronic notice.

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

Sincerely,

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

Customer Answer
Date: 12/30/2022
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:

Citi did not resolve my concerns, but I do understand travel reimbursement is no longer part of thier benefits. I will be closing my account myself since they say they cant do it for me

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

Sincerely,

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

Business Response
Date: 01/09/2023

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:09/13/2022
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.
Completed a balance transfer with Citi credit card online through their app. Looked up my banks address and phone and submitted for *******. Citi sent the money to ******* *** ***. Somewhere I do NOT have an account and did NOT enter the information for. They first told me it would be resolved in 7 days then told me 21 days then told me 1-2 buisness days from fileing dispute now 1-2 billing cycles. They insist I entered ******* *** information yet I dont know who they are and definatley don't have an account with them. The card is usless in the mean time and there is a chance I'll be on the hook for $9000 which they did not pay to my bank. I've confirmed the account number for my bank, ******* multiple times with Citi. It is correct. How were they able to transfer money to a diffrent institution using my account number and no other verification? I did not take a screen shot of what I typed when submitting the transfer but I dont have an account with ******* *** *** and I had to manually type ********s name and address and phone number into the fields I know because I had to look them up online.
Business Response
Date: 09/13/2022
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: 09/26/2022
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:

Once again they have provided yet another timeline but havent corrected the issue. If they can just give away money without any verification they should be able to get it back or fix my account and get it back on their own time. This isnt the 1st time their company made incorrect payments. You would think they would have come up with better procedures by now.

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

Sincerely,

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

Customer Answer
Date: 10/12/2022
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:

They have provided yet another timeline of 60days. Nothing is resolved.

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

Sincerely,

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

Business Response
Date: 10/28/2022
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:09/13/2022
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.
On September 6 ,I received a letter stating that my account with Citi Bank was being closed
Never gave a reason but I was getting direct deposit of my paychecks and child support
That Citi is now holding when no answer as to why they are hold my money if the account is closed.
I was told to wait for the letter I got the letter but still no reason why I can't be issued my balance of over 900 dollars
Business Response
Date: 09/13/2022
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:09/12/2022
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.
I received a statement from ***** Mastercard for $14.60, payment due on 9/17/2022. I have not used this card in many months and none of the charges were mine, some were even from *********. I called the company and explained that NONE of the charges were mine. They said they were opening a dispute and fraud investigation. I also asked that this account be closed. I then received a letter stating I now owed $1.09. Apparently they left a 99 cent charge out of the fraud complaint. They asked if I wanted to add that charge to the complaint and I told them it should have been on the complaint to begin with since I distinctly said that NONE of the charges were mine. I was told they would now file another fraud complaint for the 99 cents. I asked again about the account being closed since I do not want this account and I want to make sure that no further fraudulent charges are added. I asked for something in writing stating the account was closed. They said I could not have anything in writing, they do not send out any letters like that, but that no one would be able to use the account. So, all I have is their word that the account is closed or "inactive" as they called it. I want to make sure this account is CLOSED, not "inactive", and want to know how I can be sure this account is truly closed.
Business Response
Date: 09/13/2022
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: 09/26/2022
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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Citi is NOT a BBB Accredited Business.