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Business Profile

Banking Services

Citi

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Banking Services.

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

Find a Location

Citi has 1109 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.
    • Citi

      388 Greenwich St New York, NY 10013-2362

    • Citi

      1000 Technology Drive Mail Station #20-1-372 O'Fallon, MO 63368-2240

    • Citi

      Citicapital - Commercial Business Group 3950 Regent Blvd., Mail Stop S2A215 Irving, TX 75063-2244

    • Citi

      Citibank Executive Response Unit - private label accounts P.O. Box 8189, 541 Sid Martin Road Gray, TN 37615

    • Citifinancial

      603 Columbus Ave. Sandusky, OH 44870

    Customer Complaints Summary

    • 7,490 total complaints in the last 3 years.
    • 2,539 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/12/2022

      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.
      In July 2022, I requested online to stop an auto payable to *********. A week after , I received a confirmation letter that a cancellation of auto pay has been processed.But on August 9, 2022, upon review of my monthly statement, there was a withdrawal of $151.00 in my account with ACH auto pay reference number. I called Citibank customer service at around 9:00 Am, August 12. I was transferred to another representative, who run a series of questions. According to this Citibank customer representative she has to process this reversal just by answering "yes" or "no".I could hardly hear or understand what she is saying, anyway but I tried my best to focus on the questions.The last question, was "did you contact the merchant?" My answer was no because I already informed of Citibank of the auto pay cancellation prior to being charge by the Merchant. The Citibank customer service told me that the reversal was not approved because I have not contacted the Merchant. I think, since I requested a cancellation online and it was confirmed by a letter, the charges should be reversed. Citibank should reverse the charges. As a loyal Citibank customer for almost 15 years and with an average deposit of $75000 a month, there should be more consideration to my complaint. I did what I am supposed to do to cancel the auto pay, and yet, citibank system did not catch the prior request.

      Business Response

      Date: 08/12/2022

      Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days.

      Customer Answer

      Date: 08/26/2022

      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,

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



       

    • Initial Complaint

      Date:08/11/2022

      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 called citigroup on 8/9 to stop a payment for 394 to Inifniti. I was told that they have done the required steps to stop the payment.When i called on 8/10 to confirm this has been complete, I was initially told by an agent that there was no way to stop the payment and she was not sure why the agent on the day prior did not give me that information. I asked for a supervisor and requested to raise a complaint due to incorrect information being provide and get me the money back. The supervisor instead of assisting me, told me to have a great day and hung up. I would like to be refunded the money that was sent out the door. Obviously the fact that this supervisor hung up is an issue as well, but I dont have the energy to dwell on it if that's what the company allows for

      Business Response

      Date: 08/11/2022

      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: 08/22/2022

      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:

      Citibank has admitted wrongdoing, the person investigating the issue told me that incorrect information was provided to me.  However Citibank has not paid me the money that I lost as a result of the error they made.  It is unacceptable for the bank to not take steps to refund me when they already have admitted that they gave wrong information.  I would like this formal complained to be sent to a senior member on the team.  It is not enough that the agent are better trained, I am entitled to received my refund.  The agent training should not be at my expense.

       

       

       

       

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


      Sincerely,

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




       

      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  have yet to receive the requested information

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 10/20/2022

      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:08/11/2022

      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.
      On 7/29/22 I noticed a fraudulent activity on my Citi card ending in ****. I realized the card was stolen and someone used it to buy an airline ticket at 8:00 AM. I immediately contacted Citi. I was told not to worry that I was not responsible for fraudulent charges, the card was blocked along with the airline charge and a new card issued. Also to allow 24 hr for the charge to disappear from my account. I called on 8/1/22 since the charge was still reflecting on my account. This time I was informed about an error in their system and again that I am not responsible and to allow 48 hr for the charge to be removed. The charge was never removed. The transaction posted and a payment is due. I called on 8/5/22 and after being transferred multiple times I was told by a supervisor not to worry and pay the bill to not affect my credit, that an investigation is ongoing and if Citi concludes that I am not responsible my account will be credited. I am a victim of fraud and instead of handling the matter accordingly Citi is dealing with the situation like I made a dispute for goods not received. Someone stole my card, made an unauthorized purchase and not knowing the extent of the situation and how it would affect me, I demand this matter be handled correctly. I contacted Citi immediately after I received the alert of the charge. Instead of blocking the transaction and informing the airline as I was told on my first call, Citi cleared the transaction and now I am responsible for the charge. I am shocked with the lack of responsibility and how poorly this situation is being handled. I was told numerous excuses about why the charge was still reflecting on my account and none were true. I would like someone based in the US that understands the rules and regulations of this country to contact me. I want to know why Citi has failed to deal with this fraud accordingly and why am I responsible for a charge I did not authorize.

      Business Response

      Date: 08/11/2022

      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: 08/31/2022

      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]

       

       On 7/29/22 I noticed fraudulent activity on my Citi card ending in ****. I realized the card was stolen and someone used it to buy an airline ticket at 8:00 AM. I immediately contacted Citi. I was told not to worry that I was not responsible for fraudulent charges. The charge was never removed and I was charged instead. After a complaint with the BBB was filed (#********) I received a letter on 8/25/22 with vague language indicating that a "temporary" credit will shown on my account. I contacted Citi and I was told the charge was made by a foreign asian individual that have no relationship with me. I asked for this information in writing and none was provided. According to Citi the airline provided all the information requested clearly showing a fraudulent charge was made without my consent therefore I do not understand why the charge keeps reflecting on my account. Only after complaining the credit is temporarily removed. I demand the charge be removed from my account permanently and documentation for my records as asked on multiple occasions. This was a fraud and I cannot be responsible for the charge


       Contact by the business; Permanent credit and documentation for my records


       

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


      Sincerely,

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




       

      Customer Answer

      Date: 11/08/2022

      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:

      [ To date I have not received any documentation indicating that the charge will be removed permanently from my account and the credit is still showing as a temporary.]

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 12/19/2022

      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.
    • Initial Complaint

      Date:08/11/2022

      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 opened a Citibank checking account with the following bonus:
      Open a new Checking account in CitiBank Account package between 01/05/2022 and
      07/17/2022.
      · After 20th day of the opening of the new eligible checking account, any owner of either
      eligible account must make a deposit of $50,000 or more in New-to-Citibank Funds into the
      new eligible checking account.
      · "Eligible Savings Accounts" are limited to new or existing Citi Savings Accounts in any
      package where the Eligible Customer is a signer.
      · The remaining balance requirement may be deposited into either the eligible Checking
      Account or eligible Citi Savings Account.
      · A minimum balance of $50,000 must be maintained for 60 consecutive calendar days
      following the 20th day after account opening.

      Citibank credited me a $200 bonus and is refusing to honor the $700 bonus because "I did not meet the requirements of the offer, because my balance fell below $50,000 between the 20th and 80th day", even though I was told by, and still have CHAT RECORDS, of their agent stating that: "If the $50,000 is maintained until at least 6/28/22, then it would be still eligible for the $700 bonus. If the balace goes below that but there is at least $15,000 by this date consecutively, then the bonus would be $300.
      Gabriella at 14:49, Jun 19". My bank statements clearly show that I had $50,000 in the account 6/29, which is 1 day after the representative of Citibank stated. Yet I have called in numerous times and Citibank still refuses to honor their commitment. You can see all of the proof in the chat logs as well as their letter to my dispute.

      Business Response

      Date: 08/11/2022

      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:08/10/2022

      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 opened citi bank checking and saving account on Aug 2nd, and made a few transfer to earn the welcome bonus. However today I found my accounts are blocked for no reason, called the customer service and they told me the accounts are closed and the remaining fund will be mailed back in a check within 60 days. I had gathered over $50k in the account and this is ridiculous, I have done nothing but transferred from my other external accounts. I want my money back as soon as possible.

      Business Response

      Date: 08/10/2022

      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: 09/02/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:08/10/2022

      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 citi checking account opened 07/22/2022. This past weekend I traveled for vacation on august 6th 2022. My card was flagged. I tried numerous times to get my card unblocked how ever no success. Today 8/10/2022 I reached a agent in the risk department and the agent wasn’t able to verify me. She asked what phone number can she text a verification number to. I provided my number and she stated this number is not a cell phone and it’s not under my name. Complete false. The number is a cell and my number. I then asked for manager , she refuse to give me her name and employee code. She told me she can’t assist me and disconnected in my ear. This company needs to be shutdown as soon as possible and investigated.

      Business Response

      Date: 08/10/2022

      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: 09/02/2022

      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 need to be reimbursed for traveling as I couldn’t use my own funds to get home , I count even keep the hotel that I booked.


       


       


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




      Sincerely,



      ***** *****
       







       

      Business Response

      Date: 09/08/2022

      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:08/09/2022

      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.
      ACCOUNT #**********

      LETTER REQUEST

      DATE OPENED
      STARTING BALANCE
      DATE CLOSED
      ENDING BALANCE
      REASON CLOSED

      Business Response

      Date: 08/09/2022

      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:08/08/2022

      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.
      In accordance with the Fair Credit Reporting act. This account has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681.

      15 U.S.C 1681 section 602 A. States I have the right to privacy.

      15 U.S.C 1681 Section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions.

      The account is also furnishing inaccurate and incorrect information on my credit reports that violates my federally protected consumer rights. I have attached a spreadsheet with the information from my credit reports highlighting this inaccurate an incomplete information.

      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: 09/09/2022

      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:

       

      Never received the results "directly from Citi" stating the results of there investigation. Stating that everything is correct without showing proof is illegal. I have stated and showed many inaccuracies and incomplete information in the attached file which was pulled directly from my credit reports. I asked that the information be correct of my credit report, especially the payment history. This has continued to be inaccurate and incomplete following their "investigation". I ask for proof of how they conducted thee investigation and proof of the original documents showing the information that they are providing to the credit bureaus and is being report on my credit profile that is causing me financial damages and hardships.

       


       


       


       


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




      Sincerely,


      ***** *****









       

      Business Response

      Date: 02/09/2023

      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.

      Customer Answer

      Date: 03/10/2023

      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]


       No help. Never reviewed my case. bBB is worthless in helping the consumer.


       


       


       


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




      Sincerely,



      ***** *****









       
    • Initial Complaint

      Date:08/08/2022

      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.
      When I added a new device and added the Citi app, I was required to authenticate my access via a text message. I was offered three options. My current cell number (************), my prior number from 10+ years ago (************), and an unknown number (************). I immediately contacted Citi. No one would help because they couldn't see the numbers -- they only see the **** number. I finally reached a supervisor, *******, who is doing everything in her power, but no one is responding to this serious security issue. Those numbers both have access to my account, and we don't know how, or why the **** number recently acquired access. I removed **** from my account first in 2006, when I lost access to the number, but it has never been removed. At least I know why that number is there. The **** number is of extreme concern because I don't recognize it and, to the best of my knowledge, it has recently been added. It is nowhere associated with my account, but someone has managed to get it listed as an authentication number for account access. We need to find out what that number is and how it acquired access since I am the ONLY person on this account. I also called Citi banking. I spoke with a woman who promised to follow up that evening; I have heard nothing back. She didn't really take it seriously; her response was that she still gets calls on her landline for the prior number holder. That is irrelevant! **** is the only number I have associated with this account. NO other numbers should have access! I discovered this on 7/29. ******* is not able to reach anyone to discuss the matter. No one has reached out to me. My accounts remain vulnerable. I can't reach anyone, and no one other than ******* (who can't herself see the problem) is contacting me. Citi Banking, home of my original account, has done nothing. I have no one to contact there. We need to know what **** is and how it gained access! And the two unauthorized numbers (**** & ****) need to be removed!

      Business Response

      Date: 08/09/2022

      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: 08/20/2022

      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.

       

      The business has ALREADY responded to me and addressed my concern completely.  I appreciate the BBB's role in getting me connected with someone in the business who was able to assist me.

       

      THANK YOU BOTH!





      Sincerely,



      **** *****







       


    • Initial Complaint

      Date:08/07/2022

      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.
      This company placed me as an authorized user on my fathers account without my knowledge or consent, as a minor, who wasnt even living in the country. Attached are documents of the filings to allow me to travel to ***************** filed the following year of when the account was opened. I called the company and asked if they dont need my consent, was advised they do, yet they failed to contact me to inform me or get my consent in any form for this account. Now they wont remove me from the account and report it to the credit bureau without the main applicants consent. They need his consent to take me out but didnt need mine to put me as a co- app? A bank? This is the most absurd thing ever.

      Business Response

      Date: 08/08/2022

      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: 08/18/2022

      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 has been weeks since Ive called them and made complaints and still talking about investigating. Meanwhile this is reflecting on my credit report. I will not be satisfied until they have taken me off due to not giving any consent for my information to be in this account.

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 08/22/2022

      We are currently working on this exact issue from the client under BBB case ID: ********. We will continue to investigate the customers concerns and will respond directly to the customer, if applicable, via phone, email, or mail within 15 days as previously advised.

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