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

7,488 total complaints in the last 3 years.
2,537 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:08/05/2022
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 am writing this for my ******* ***************.My mother received a bank check from citibank to pay for antiques my mother had sold to a customer. This was in 2010. Shortly after this my mother had a stroke and recently died. My dad has been going through her things and found this check. It totaled *****. I have tried to get a hold of a citibank to talk tto someone about this. No one will give me answers to my questions.Below I have uploaded a copy of this check
Business Response
Date: 08/05/2022
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:08/05/2022
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 check #**** for an amount of $3068.79 on January 2022 to Citi Bank (Citi Cards specifically) to pay off for my balance at the moment like every month. They collect the check, processed it and discounted the cash from my account but never applied the payment to my credit card. I have submitted multiple complaints to them directly, there is track and proof the check was processes by citi cards, but they still have not credit my Credit card for this amount. After all these months, this situation is causing my financial hardship, my credit score is going down and Citi Cards still insisting they did not receive the payment when I know they did. I fell helpless and consider this situation abusive.
Business Response
Date: 08/05/2022
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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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

Customer Answer
Date: 09/08/2022
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:

I NEVER RECEIVED THE 6 DAY RESPONSE DEADLINE, BUT THE COMPLAINT HAS NOT BEEN RESO9LVED.

PLEASE HELP ME WITH THIS,IT HAS BEEN GOING ON SINCE JANUARY 2022.

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

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 customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days.
Initial Complaint
Date:08/05/2022
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.
Opened new credit card, upon the card arriving it immediately stated there is fraudulent activity and to call. After multiple attempts via phone and then text chat I am still unable to access my card. The phone lines continually go to an unintelligible "fraud department." Upon using the text chat I waited 20 minutes for **** to connect, send 3 messages then disconnect immediately after being informed I intend to cancel my brand new card due to the utter nonsense that has been associated with this brand new account. I can provide screenshots to show text conversations.
Business Response
Date: 08/09/2022
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:08/04/2022
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.
My personal information was compromised, someone used my identity applied for **** *** citi credit card. I have no knowledge of this account, but after investigation from citi, they still claiming that I am responsible for this account, but the problem is I never had or applied for any **** *** credit card, I never shopped at **** **** I never received any statements or physical credit card, I just don't know how to prove because I really have no knowledge of this account. I found out by checking my credit report.
Business Response
Date: 08/04/2022
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:08/03/2022
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 was at home when I got a text from my bank asking if I made a $500 purchase somewhere. So, I said no and almost immediately I got a call from who I thought was my bank. The number that called me looked exactly like the number on the back of my debit card. The man on the phone proceeded to ask for my personal banking info like my card number and my PIN number. He also knew my home address. While the man was buying things with my money, I was receiving confirmation texts from my bank to ensure that I was making the purchases. The man on the phone told me to say yes to all of them so I did because I trusted that he was calling me from my bank. By the time I realized it was a scam majority of my money was gone. I filed a dispute with my bank but after investigating the fraud charges they decided that they were not able to reimburse me. My bank claimed they could not reimburse me because my card did not leave my possession, I gave the man my personal banking info, and the spending was consistent with my normal banking activity. All of the transactions were hundreds of dollars, made outside of **********, and on the same day. I have not been outside of ********** at all this year. As you can see in the photo of the letter, I received in the mail that I attached all the purchases were made in ********* and Columbia. Those cities are not in **********, and I have never been to them. In total the man spent $2,033 of my money that I really need for college.
Business Response
Date: 08/04/2022
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:08/03/2022
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.
Re ******************* acct # On May 7th a purchase was made for $14.62 on my ********** card and forgotten about because I did not receive my statement. It was sent to an email I rarely check. I found out about it in July and called to see if they would remove my late fee because I didn't get the bill. They agreed to remove $18.59 fees/interest. Then, a few months later, I discovered my credit score went down 100 points due to this and called several times, wrote letters to allow the one time late pymt to be removed from the credit bureau. It has been over a year and still showing on the 1 year missed pymt. The representatives were very rude when calling and I spoke to ********************* @ ************** Ref # *********** in May 2022 and he refused to waive. He said I agreed to the terms of the paperwork. I wrote a letter to the corporate office after that and they also denied the credit bureau fix. I didn't get a paper statement and paid my bill as soon as I knew the bill was outstanding. The amount charged was less than $15, but they want to ruin someone's credit over this. All I am asking is to remove this small late payment from my record since the late fee was waived. I have always paid my bills on time when I know they are due. The last email from Citi was May 2022 but I was not able to open it under my account as email states (attached). I called **************** today to try and get it resent, but they just xfrd me to their ERU **** (?) and said it could take a few days. I am assuming it was not favorable because it has been over a year and my credit score has not been fixed over a $14.62 late payment. ********** needs to be aware of how Citi is treating their customers. Lowering my score 100 points for up to 7 years is not acceptable. I believe they should have also made a goodwill adjustment & also removed the late payment ding at the credit bureau in addition to the late payment fee they waived. It hasn't fallen off in over a year and can be up to 7 yrs
Business Response
Date: 08/03/2022
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: 08/10/2022
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 still will not amend my credit score. I was 40 days from original due date this was paid.The original amount was $14.62. It was paid as soon as I knew it was due. A mailed statements was never received, only an email that isnt often checked. The Citi Card did not allow a one time late payment as most companies do. Their harsh practices harm consumers with a ding on their scores that stays for 7 years. They are not a customer friendly company and I will never do business with them again. They should look into best practice and send a paper bill before it came to this, there are always extenuating circumstances. This would ensure the customer or someone looking after them could take care of it. Punishing someone 7 years for a late payment of less than $15 purchase is just unethical. I read they do it even if you are an hour late. July 2nd due, Aug 11 paid in full. The late fee was waived, why not waive the late payment to the credit bureau as a one time courtesy? Their policies are wrong

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

Sincerely,

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

Business Response
Date: 08/25/2022
Citi will no longer respond to the customers complaints as we consider the matter resolved.
Customer Answer
Date: 09/29/2022
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 another citi card and have been on time every time. They are not taking into account all the times I have made payments. This was a miscommunication and the company did not show a goodwill gesture on their part for the customer. I paid this in full and the same date I knew it was due. This infraction will stay on my record for 7 years, so for them to do something so hurtful to their customers is will not be forgiven from me, or the many others they *******************. They are not a good company to do business with and do not show any mercy. Look at the whole picture....this is the 1st time for a late payment. Forgive the extenuating circumstances and get happy customers, you are so hard nosed about everything. I have had other cards that show the goodwill gesture and I am very loyal to them and because of Citi, I will no longer shop at **** ******

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

Sincerely,

*****************************
Initial Complaint
Date:08/02/2022
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.
The savings account was opened in 2022 and I have not had access or able to add money to the account since. I have spoke with customer service and account executive team on multiple occasions and have submitted all legal paper worked signed. Every time I have my daughter who is POA contact customer service or the banking department in reference to this problem, she gets nothing but a run around. They state can not talk to her because she is not on the account even though paper work has been submitted multiple times. I am 84 years old and that is why I have a ***** of ******** to help with my accounts. My money is tied ** in a savings account that I do not have access to online because the account is locked. When calling to unlock and trying to do so online it comes back and says information provided is not correct, however it is. I need this resolved immediately!!
Business Response
Date: 08/02/2022
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:08/01/2022
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.
Open account deposit two checks one government and one refund I called pn 07/29/2022 to verify checks with bank association on the phone for two hours and she verified both checks now the bank said I have to wait 60 days to get my money back once my accounts closed which is bs everything was verified so why is my account being close I did nothing wrong this is the 2nd time this is happen to me fertility investment bank did same thing and almost 2 years gone by and they still have my money check was never stolen or fraud it was my check my money and they won't give it too ne
Business Response
Date: 08/01/2022
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:07/31/2022
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.
Citi Cards has erroneously or fraudulently charged my account for $1,000.00 due to, what they claim, a returned check from my bank. I never submitted a check for $1,000.00 to Citi and my bank has stated they never returned a check of mine to Citi for any amount. I have been talking to representatives of Citi and sending them requested documentation for a year. They refuse to address the problem. All I ever get from the representatives is "we'll look into it". They are now harassing me at work and have caused a reduction in my credit rating. If you can't help with this could me advise me as to who could. Please see the attached.
Business Response
Date: 08/01/2022
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.
Customer Answer
Date: 08/12/2022
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:

[Your Answer Here]
The day after my receipt of your email of 8/11/22 I received yet another demand for payment of the erroneous charges from Citi. This is what has been going on for over a year now. They "look" into it, do nothing and send another demand for payment.

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

Sincerely,

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

Business Response
Date: 08/16/2022
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:07/28/2022
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.
Citibank has block my ****************** Account with no explanation about the reason and no notification. One day I tried accessing my account, while I was on vacation overseas, through mobile app and it stated it was blocked. When I returned home to *******, I tried accessing my account through my computer and again it stated it is blocked. I called Citibank and was able to confirm the balance of USD12,722.62 on my account, and the transaction details. When I asked for help in accessing my online account, I was routed to a customer service representative, who verified my information, and then just told me my account was blocked and marked for closure. He then informed me I would receive a check in the mail with the balance amount in 60 days. When I inquired why they had blocked my account, he was very rushed and said he was not going to tell me, and that he needed to hang up. And then hung up the phone. I wasn't even able to request for the check to be expedited, nor to verify if they have the correct address on file.
Business Response
Date: 07/29/2022
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.

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Citi is NOT a BBB Accredited Business.