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

7,474 total complaints in the last 3 years.
2,546 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:09/02/2022
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.
They are vary rude, I sent proof like Home Depot credit services manager told me to, that I had fraud on my credit report I sent police report, id theft report the manger said they can re-open it if I send proof the stuff was fraud, the executive team was vary rude she didn't care she was vary rude I also didn't spend 4K on my Home Depot card they won't do anything about that ether
Business Response
Date: 09/02/2022
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: 09/21/2022
No they didn’t call me and take care of what they said they would like remove the account/balance sinde it’s fraud
Customer Answer
Date: 10/19/2022
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]

I even filled out a police report waiting due the statement for the purchased to send the police, they are saying I owe so I have to pay until this is removed since I don’t want this reported on my credit this is fraud transactions they don’t care and never responded the person that called one time was rude and wouldn’t listen no matter what I need someone else to look at this at citi and remove this now from my credit and from the Home Depot card

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

Sincerely,

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

Business Response
Date: 12/06/2022
Citi will no longer respond to the customer’s complaints as we
consider the matter resolved.
Initial Complaint
Date:09/01/2022
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.
On 5/26/2022 we closed our business account, upon closing the account, we were issued a Certified check for $70,045.38.On 5/30/2022 the check was lost. Upon numerous attempts in trying to contact the bank, no one answered the phone. On 8/20/2022 we sent one of the partners (*******************), also a signer on the account to resolve the matter., the Personal *****, ***************************** informed *************** that the check could not be re-issued until 90 days. *************** returned to *** and visited the branch on 8/31/2022, encountered ********************************* who still has not re-issued the check. As to date we do not have our funds.
Business Response
Date: 09/01/2022
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:09/01/2022
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.
Computer purchased about a year ago, stopped working after a few months, was making payments and when ***** got sick he missed a payment and they charged him $282.07 in interest on a computer that didn't work, around $700.00 was owed for this computer still. ***** has dementia and is on hospice, I explained this to them and that I am his power of attorney and will pay for the products purchased in full when they send a bill which takes these usurious interest charges and late fees off. Told them not to call ***** again at ************ as he cannot handle this anymore and call me, his wife, ******************* at ************ to handle this account. Called **** *** customer service at ************ on 8/10/22 and talked to ***, employee #******* told him that ***** is on hospice and not to call him again and that I will pay for the products services alone and not pay late fees or interest. Have not received a corrected bill to pay yet. Today, 8/26/22, ***** got a call from their collection department at ************, I just called them back and told them not to call ***** again and I am handling this. The computer purchased from **** *** was defective and certainly should not have been charged this excessive amount for this too.
Business Response
Date: 08/31/2022
To Whom It May *************************** you for bringing this matter to our attention. First of all, we are very sorry to hear of the customer's setbacks when dealing with this matter.
Please know that the account in question is financed by Citibank card services. Due to that, we have forwarded the complaint to Citi so that they can address this directly with the customer. We have left a voice message to the customer to inform that the complaint was forwarded to Citi.

**** *** feels that we have fully addressed the customers concerns nevertheless, please forward any additional concerns to our office and we will respond accordingly.

Thank you,
Business Response
Date: 09/01/2022
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:08/30/2022
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 issued a payment on my credit card. I was in a store & my card was denied. I called & the unprofessional customer service rep, basically told me does not matter if you are a good customer & you issued a payment , we did not receive it. I told him it was sent on 8/8/22 & not due until 8/21/22. It is not my fault it was not rec'd & no one at citi notified me either by v/m, text or email. I ask to file a complaint he said he would do it & I issued another payment while we were on the phone. Days pass & I do not hear from anyone. Then they send me another bill with late fees & interest! I have been a good paying customer for yrs. Called Mgr in the USA spoke to ***** & she said that is the way it works, she has been there for 28 yrs & it has never been a problem. I find that hard to believe. Well, due to the rude & poor service I closed my account. They are supposed to remove the late fees & interest. But they claimed they get to KEEP my rewards money of $40.20. Their unprofessional & poor service closed made me close my acct. I am owed the $40.20 earned. Shame on them. That is basically stealing, I am so disappointed & shocked by this Mgr & service. No wonder they get horrible customer svc reviews.
Business Response
Date: 08/31/2022
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: 08/31/2022
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:08/30/2022
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.
This matter is concerning the Citi Bank on **** ** ******* **** ******** ** - I've had a checking account with Citi Bank for a while now and decided to open two new savings accounts in the last two weeks. I only transferred funds from my checking account to only one savings account in the amount of $200 and planned to make a deposit on 08/26/2022 into the other savings account once the initial direct deposit to my checking account was made (from my employer). On 8/25/2022, I went to make a purchase and received notice that my card was declined. I immediately contacted customer care for assistance and was advised that my card was blocked for security reasons. When I asked why it was explained that I needed to be directed to the fraud department for further assistance. Hold times to be transferred took about 25-30 minutes before speaking with someone who also said that I needed to be transferred to some other department and that they could not tell me the reason my card was blocked and that I would need to speak directly with their "security department". This transfer's hold time was also around 30 minutes or so. I literally spent 2 hours being passed around to different phone representives who placed me on hold for long periods just to come back and tell me that they didn't know why a security block was placed and that I needed to be transferred to another department. After being transferred multiple times (in one call) I was eventually hung up on. This cycle continued for the next few days, up until Saturday (8/27/22). At this point, I decided I didn't want to deal with Citi Bank any longer and that I wanted to close my account. I went inside the branch to close my accounts and was informed that I` needed to contact the same customer service line since they were the ones who placed my account on hold. This is completely absurd! Citi Bank is not to be trusted and for that, I have also contacted the Federal Reserve.
Business Response
Date: 08/30/2022
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: 09/06/2022
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]

I have been trying to reach the analyst from the executive’s unit since Friday 9/2/22. The last time I spoke with the analyst she confirmed that she did find any reason for account to be blocked and closed and that she would reach out to the fraud dept for a resolution. It is 9/6/22 and my account is still blocked and I do not have access to my funds. I’ve tried calling ***** ******** opt #* several times today and my calls get sent to their voicemail. I left a voicemail today at 11:25am as well.

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

Sincerely,

****** *****

Business Response
Date: 09/08/2022
Tell us why here...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:08/29/2022
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.
On August 15th 2022, my **** ******* account was maliciously hacked and used for unwanted purchases on August 16th set for pickup at the Vauxhall, ** and ******** store locations. The stores did nothing to ID the purchaser and allowed the hacker to walk out with items fraudulently ordered using just an order number. I was receiving notifications of the orders in my e-mails and I tried to reach the stores and warn them of the hack and fraud in progroess however **** *** gives the customer no means to contact the stores directly. Customers are routed to a national hub which has no means of connecting you to the store. While trying to recover from this I have talked to several customer service supervisors, agents, and people in all sorts o departments but not one person knows what to do to help me. I want the charges marked as fraud and reversed as it will help the credit card issuer quickly resolve my credit card disputes. I want my account returned to me. The hacker set up 2 factor authentication which I have never set up, however the account maintenance team will not give me back my account, they want me to merge the compromised account into a new account. This makes no sense as I don't know how far the compromise goes and I can't and don't want further accounts compromised. I am disabled and on disability, I have very little money, and have limited abilities. I am tired of being further victimized by this company that failed to keep my account secure and continues to fail to utilize proper procedures in stores to stop these hackers that utilize pickups of fraud transactions. Why is there no automated fraud detection preventing someone from changing a longterm customer information and within hours rack up orders to be picked up **** miles away? Why is there no IP tracing that should detect login from a completely unknown and new area? It all should have added up and prevented this.
Business Response
Date: 08/24/2022
Dear BBB,

Thank you for bringing this customers concerns to our attention. We apologize for any frustration or inconvenience this may have caused.
We are contacting the customer with their supplied phone number and are working towards a resolution for their concerns.
The customer also has our direct contact information for further questions regarding their complaint.
Best Regards,
Customer Answer
Date: 08/29/2022
I am rejecting this response because:

***** is failing to make sure all damage to me, a disabled customer and longtime customer is rectified. Company is failing legal obligations and leaving me responsible for fraudulent charges. ***** stating condescendingly that it is corporate policy to allow citibank to conduct investigation. What he is really stating is the corporation refuses to take the loss and they would rather Citibank eat the loss for their corporate policy failures.
Attached is the correspondance showing ****** complete disregard for their legal and ethical obligations in a this situation where THEIR account was easily breached , changed, and orders for pickup were easily created without any sort of checks or balances to properly verify. Hackers using unknown devices from unknown and distant IPs logging in, changing longtime customer account information, to pickup an order **** miles away with nothing more than an order number. This is a policy failure with no automated or human controls.
Here is their response to my complaint:
I understand your perspective and empathize with your situation. However, our policy's in these situations do not allow us to refund or reverse these charges. We will have to wait until Citi Bank concludes their investigation. We can and will however continue to work on restoring your My **** *** Member account to your possession.

Thank you,

*****

Business Response
Date: 08/30/2022
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: 09/16/2022
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:08/26/2022
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 closed my checking account with over $50,000 locked up for more than 30 days now. I received no prior communication regarding any fraud issues. I opened the account in branch and no citi employee is willing or able to help me unlock my account and receive my funds
Business Response
Date: 08/26/2022
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:08/26/2022
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.
My Wife and I have been with Citi Bank for 17 years on 7/5/22 she ordered $14.95 skin cream on line [Mabox] Then on7/6/22 -7/13/22 -7/16/22 -7/19/22 - 7/22/22 -7/25/22 we received $99.95 charges . Citi reversed the charges but after receiving information from the co. they reversed the charges. Then we find out they charged us for a Digital service we knew nothing about. It 's pretty bad that Citi bank can't see Fraud $600.00 for a jar of skin cream.
Business Response
Date: 08/26/2022
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: 09/14/2022
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 can't understand how anyone can except 6 false charges of $99.95 fore NOTHING and give someone $600.00 for NOTHING.

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 customer’s concerns. We will respond directly to the
customer, if applicable, via phone, email, or mail within 15 days
Customer Answer
Date: 11/18/2022
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:08/26/2022
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.
Citibank50 *******************************************************************************: 08/11/2022TO: ********************* TO AGENT IS NOTICE TO PRINCIPAL NOTICE TO PRINCIPAL IS NOTICE TO AGENTAs a living breathing woman I am aware of my unalienable rights which have been infringed upon.I am stopping all communication through medians other than that through Mail, I am demanding that you stop all collection activities and that includes reporting anything to my consumer report with the consumer reporting agencies, creditor, and debt collectors. In pursuant to 15 USC 1692C(C) Ceasing communicationIf a consumer notifies a debt collector in writing that the consumer refuses to pay a debt or that the consumer wishes the debt collector to cease further communication with the consumer, the debt collector shall not communicate further with the consumer with respect to such debtI am refusing to pay the alleged debt, and if once again anytime you communicate with me I demand that it must be through mail. I am aware of my open end credit plan as defined in 15 USC 1602,With that being said i am also aware of my credit file and I want to see the transactional history, I want to see my audit trail(File) To verify this alleged debt that you are stating me the living person is obligated to pay i demand my audit trail. Send everything to the address below , and once again that is the only medium of communication We will continue speaking through.
Business Response
Date: 08/30/2022
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: 09/16/2022
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 am waiting for an actual response from the business]

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

Sincerely,

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

Customer Answer
Date: 11/15/2022
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:

It is taking too long for my complaint to be reviewed and taken action on. I demand that the account is deleted from my consumer report since the business cannot give me what I am looking for.

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

Sincerely,

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

Business Response
Date: 11/21/2022
Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days.
Initial Complaint
Date:08/25/2022
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.
CitiBank,
I am ***** ** ******* active duty Navy Chief and am wondering what is the status of the payment that DFAS sent you on 07/18/2022 in the amount of $1351.09 to card number $1,351.09 to GOVCC **************** with expiration date of 7/24 (which was a card that was inactive on your old system and not currently used.) (investigation opened 5 weeks ago.)

I am now paying interest on my personal Credit Cards because it has exceeded the 30 days. This will be the last email I send regarding this Payment Issue. I have had no response for the last 2 emails I have sent approx. 2 weeks in a row.

I am requesting that Citibank refund the money back to DFAS ASAP so I can be reimbursed for my travel where I performed a full honor funeral in Montana for the former Governor child.

Bank Name: CITIBANK NA
Location: NEW CASTLE, DE
Routing Number: **********1
Telephone Number: ************

Payee: CITIBANK
Trace Number* ***************
Amount Paid: $1,351.09
Pay Date 07/18/2022

DFAS Representative: ************************ ************
DOV Number: ********

Disbursing Station Number: ****

Trace/Check Number: *************** Total Payment Amount: $1549.01

Amount Paid to Traveler: $197.92

Interest Paid to Traveler: $0.00

AMT Paid to GOVCC: $1351.09

Interest Paid to GOVCC: $0.00

Payment Effective Date: July 18, 2022

Contacting you directly based on the conversation I had this morning with the Citi Bank Manager.

I opened an investigation approx. 5 weeks ago and have seen no movement or have heard anything about it being returned to DFAS. I had a Citi Bank manager and the DFAS representative on the phone collectively trying to figure out what the steps we needed to do and I was informed that we needed to open an investigation on where the funds went. When I spoke to a manager on the phone she said it would take about 2 weeks due to us having the tracking number and everything already lined up.
Business Response
Date: 08/26/2022
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.

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