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

7,482 total complaints in the last 3 years.
2,541 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:08/19/2022
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 opened a citi checking account in Feb 2022 for a promotion reward. It said after I met all requirements, I will receive the reward. I met the requirements in May and waited for another 2 months, I still don't see the reward. I have called citi numerous times, but no one can offer a solution. The last time they asked me to fill out a W-9 form which was not part of the requirements, but I did anyway and mailed it as they instructed. But still no result after a month. I called again, they said I have to go to a branch to fill out the W-9 form. This company has failed my trust at all levels, I just want to get my reward even though I have met all requirements long time ago!!!
Business Response
Date: 08/19/2022
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: 09/16/2022
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:08/18/2022
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.
They closed my credit account despite my 770+ FICO score and regular use. I called them multiple times but I couldn't get any explanation. I was told there's a "confidential" reason. In fact, they even tried to stop me reaching them initially. They also blocked my access to move funds from my checking account to other account. It's my money! I am fed up with their nonsense and abysmal customer service. If they don't reopen the account and remove the block, it's time to move on to a much more reliable bank.
Business Response
Date: 08/18/2022
Please
accept this notice that we are investigating the customer’s concerns. We will
respond directly to the customer, if applicable, via phone, email, or mail
within 15 days.
Customer Answer
Date: 09/09/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The response from this business is rude, ridiculous and worthless.

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

Sincerely,

***** ****

Customer Answer
Date: 11/23/2022
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'm done with you. Your service is abysmal. I've closed every account I got with you and I have ended the relationship with you. Don't reach out to me.

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

Sincerely,

***** ****

Business Response
Date: 12/02/2022
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.
Initial Complaint
Date:08/18/2022
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.
On February 3, 2022, we filed a billing dispute through Citibank credit cards for a charge from **********. We provided extensive documentation showing that ********** had provided fraudulent documentation of our stay at the hotel and had lied in their response to Citibank about the refund they received from the hotel. The investigation department ignored all this information and sided with ********** in the billing dispute. As a result, Snap travel not only received funds from the hotel but from us even though we didn't use their service. After seven months of going back and forth with Citibank and **********, we received a call from Citibank that we had to ask the merchant for our refund when they were the ones who didn't investigate the matter correctly. Also, the lack of honesty and complete lies perpetuated by the disputes center of Citibank was despicable and requires that the department be overhauled. Most of the staff fired for constantly lying about the status of the complaint.
Business Response
Date: 08/18/2022
Please accept this notice that we are investigating the customer’s
concerns. We will respond directly to the customer, if applicable, via
phone, email, or mail within 15 days
Initial Complaint
Date:08/18/2022
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 closed my secured Citi Mastercard account after I was denied on multiple requests for the card to be upgraded to an Unsecured credit card account. I closed my account on July 12, 2022 and was told by multiple Citi customer reps that I would receive my $500 refund within 21 business days. Still until this very moment, I haven't received my refund!!! One rep even told me that she didn't see a request for the account to be closed until August 12, 2022. CitiBank, Citi Financial need to do a better job assisting customers and refunding their collateral holding account money in a better fashion. You can't deny a customer for an Unsecured account AND keep their money once they decide to close their accounts. It is like this company is purposely holding my money hostage. $500 is nothing to a multi-million financial institution, but my money is something to me!!!
Business Response
Date: 08/18/2022
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: 08/30/2022
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:08/17/2022
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 14,2022 ***** Home Improvement salesman ************************* came to our home to give an estimate for windows. Contract was signed. On July 16,2022 We spoke with ***** and told him to cancel, that we had decided to go with someone else for windows. I started getting texts from *** home improvements (*****) to come remeasure for window installation. I continually text back we are no longer interested in ***** windows, and that we cancelled and no longer want the ***** windows.After a week in the hospital we returned home on August 15,2022 and had received a bill for the first installment of $6039.32 for the total of $14,500.00 due for windows. When the salesman ************************* came he had said nothing would be billed until windows were installed.The ***** windows WILL NOT and HAVE NOT been installed. I spent 2 hours on the phone on August 16,2022 just trying to get in touch with someone for the ******************* we received. I got in a cycle of automated messages and twice I actually got a real person, explained that the windows have been cancelled, that person would transfer me supposedly to customer service, and it started another cycle of automated messages.I have come to you to please help get these charges for service that is not happening dropped. WE ARE NOT INTERESTED IN ***** WINDOWS. We canceled yet are being billed.
Business Response
Date: 08/18/2022
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: 09/06/2022
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:

They credited part of the charges but not all.

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

Sincerely,

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

Customer Answer
Date: 09/22/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The bill was for $14K+. I have received nothing showing the charges of the total have been canceled. CITI bank did credit back the $6K+ for the first charge. But what about the rest of it?

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

Sincerely,

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

Business Response
Date: 09/26/2022
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:08/17/2022
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.
Thank you for taking the time to read over my issue.
I recently bought plane tickets for a trip I have August 21, 2022. While purchasing I applied for the AAdvantage card. Got approved and I’ve had the card physically with me for about 5 days. No purchase since the tickets. On 8/16/2022, I tried adding the card to my Apple Wallet. Doing so I tried getting my verification code via text, waited nothing. Tried the phone call option, same thing. Lastly, the option was to call Citi bank. I finally get connected with someone, I gave them all my security answers, just so they could tell me they couldn’t you my phone number that’s on system to “verify” my account. That I would have to provide them a different phone number to send a verification code. I found that odd, complied, still didn’t work. I tried back later that night, asked the same thing, then was asked if I had a checking or savings with Citi bank, I said I didn’t, to then be told, “I’ve asked you all the security verification questions I can. You have to wait for a verification letter and call back in 5-6 business days.” Me trusting I would be able to have this card before my trip and be able to use it while away, I planned my trip. Now I don’t have my main source of payment and they refused to even try to expedite it. I made the representative aware I would be out of the country and she responded back with, “well can anyone give you that information while you’re away?” Considering this is a “fraud” issue, I don’t see how that would be okay. To have someone else open my mail and give me a code.
Please, I only have a few days to get this resolved. I just want my card to be unlocked.
Business Response
Date: 08/17/2022
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:08/17/2022
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.
Dear BBB,I heard from news ********** customers complain their money got stolen from Chase, so I transferred my Chase account to Citi on Dec 29, 2021 (checking account#***********). Citi offered new account customers $200 in 3 months , if we deposit $5000 which I did. Last month I didn't see award on my Citi bank statement. I called Citi cs. I barely understood cs staff, after more than half hour on phone, she said I need to fill out W-9 form which I did. Until I got my July statement, I found out cs play a game with me. Cs added $200 on my statement on July 12 and took out $200 on July 14.It's frustrated to deal with Citi cs I had experienced many times. This is one the worst!Looking forward to hear from you at your earliest convenient.Many Thanks!Regards,*************************
Business Response
Date: 08/17/2022
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: 09/19/2022
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:

Dear BBB,
Regard case #********
-Citi Bank mail me W9/W-8BEN income tax form 5 times. I bank 5 financial institutions (Citi is not my major bank). No bank is so fussy about this. If I didn't fill up the form, they will leave me alone. I will file on tax & make adjustment every year.
-Yesterday I called Citi credit card ***** I told Citi CS staff that I married, divorced, remarried, widow. My names are different on different Docs. The staff told me that I'm OK. I wanted her put her word on Citi computer to avoid further conflict and notified my checking account ***** She said they are 2 different **** & hooked me to checking account CS ********** , but no answer.
-Today I call nearby Citi branch. Staff also told me that my name issue is OK.
-Last December I was told deposit $5000.00 into new checking account will reward $200 in 3 months. Today is Sept. 16. When Citi will reward their customer as they promised.
Regards,
*************************
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:

BBB,

I have spent enough time on Citi. I'm process to close Citi account & transfer my direct deposit back to Chase Bank.

Regards,

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

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

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

Business Response
Date: 11/16/2022
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:08/15/2022
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 paid my statement in full yet was still charged $8 in interest. This was 7/19 for $8. Please refund this as this is invalid.
Business Response
Date: 08/15/2022
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.
Initial Complaint
Date:08/12/2022
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 Citi AAdvantage credit card. On 2/10/22 three fraudulent charges appeared on the card. These are all listed on the attached statement in March. Citi's fraud department reached out to us and we informed them the charges were not ours. Two of those charges were reversed. The third, listed as "Reverse BC Uber Cash" was not.
I called about this charge in March when I realized it was still on my account. I was told they would open a fraud investigation and not to pay it and that if there were any other fees added they would be reversed when the investigation was complete. The item remained on my account. There was nothing listed in the dispute center, so I called again but the agent I spoke with did not seem to understand what I was trying to explain, nor did their supervisor.
Finally I chatted with someone through the app who initially told me that entry was a credit (it is not) and then agreed to open a fraud case on it - for what appeared to be the third time. Meanwhile, I was charged two late payment fees as well as interest.
I received a letter dated 4/26/22 indicating Citi was investigating, but it's now August and there has been no follow-up. My boyfriend ending up paying the charge because, according to him, he got calls that the balance was due. Representatives refused to speak to him about it when he called back because he is not the primary person on the account - despite being a valid cardholder and despite, apparently, getting collections calls.

I would like this fee, the late payment fees, and the associated interest refunded. I waited a considerable amount of time to allow the company to respond and resolve the situation before filing this complaint, but this appears to be my only recourse.
Business Response
Date: 08/12/2022
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:08/12/2022
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 have a checking and savings account with them. Today my card was declined. It shouldn't have been, I have thousands in the accounts, no online access and cannot get to a live person at the fraud department to help me
Business Response
Date: 08/12/2022
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.