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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

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    Customer Complaints Summary

    • 7,496 total complaints in the last 3 years.
    • 2,531 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:07/27/2022

      Type:Billing Issues
      Status:
      Answered
      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 15,2022, I made the minimum payment of 130.00 dollars on my citi bank credit card. while reading my bank statement $9,315.11 was withdrew by citi bank. I would never authorize that amount. After numerous attempts contacting them am told my will be in my account in 3 to 5 business days. My money has not been returned.

      Business Response

      Date: 07/27/2022

      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:07/25/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 two simple request for Citibank. #1. Send me my checking account balance of $51,700 to my address on file **** * ******** *** ******* ***** *** ******  #2. Close my checking account.

      On 6/16/22 I initiated 6 transfers online with Citibank to transfer my balance in daily increments (due to amount restrictions) from my Citibank Checking Account to an external bank GTE Financial Savings Account. Emails from Citibank were sent to me confirming transfer will occur then .more emails were sent telling me there are problems processing my request. I was instructed to call ***********. What a nightmare!!!!! Citibank transferred my call 5 times. Each department they transferred me to I had to wait on hold 20 - 30 minutes. No one in Citibank I spoke to seemed to know anything and kept placing me on hold. I finally gave up after 3 hours. 6/30/22 I called customer service again. They told me they could not close my account because there was a hold placed on the account and transferred me to the fraud department. Citibank verified and explained to me that the hold on my account was removed and customer service could now proceed in sending me my balance and that in 2 days I would be called back. No one called me. 7/7/22 I called again and was told I would receive a check in the mail for my balance in 12 days. No Check came. 7/22/22 called again. Citibank told me they see no request from me. I explain story again and have been told again check will be sent 10 - 15 days.

      I have been lied to numerous times and wasted hours of my time on hold trying to get my own money out of this bank! Please help me!!!!!!!!!

      Sincerely,
      **** ****

      Business Response

      Date: 07/25/2022

      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: 08/10/2022

      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:07/24/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 set up for auto pay for my cc. I made the minimum due payment manually ahead of the auto pay date but come auto pay date (less than 2 wks later) it still went ahead and pulled out payment again. Want to speak yo corporate regarding this

      Business Response

      Date: 07/26/2022

      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.

      Customer Answer

      Date: 08/24/2022

      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 spoke with company and they declined to reimburse me. I find this very frustrating that they are unwilling to do this as a 1 time courtesy, especially since I have been such a good customer with them for so long. I have since unenrolled in the direct auto pay. I will NOT have this problem again!

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:07/23/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 disputed a charge on my Citibank Mastercard from an on-line purchase on 5/15/22. I never made this purchase and after providing detailed information to Citibank, they have denied my dispute and charged me for the purchase. I investigated this purchase myself and found that a purchase of the same amount was made by an individual also located in ***** on the same day. However, he purchased the item with a **** card. A third party company called Stripe processes purchases for the originating company. You cannot speak with Stripe unless you are a customer paying for their ********************. I relayed detailed information to Citibank prior to their decision to deny my dispute. I have provided additional detailed documents for your review. Please call me if you need additional information. Thank you for any assistance you can provide. I fear this may be a larger systemic issues for on-line purchases.

      Business Response

      Date: 07/25/2022

      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: 08/06/2022

      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:

      While I have received an email from the Citi Executive Response Team dated August 1, 2022 which indicated that the fraudulent charge had been removed, I recently received another email from Citi dated August 4, 2022 which indicated that my fraudulent claim was being investigated.

       

      I am not sure what the official status of this issue is, therefore I do not consider the issue resolved.

       

       

       

       

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


      Sincerely,

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




       

      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.

    • Initial Complaint

      Date:07/23/2022

      Type:Billing Issues
      Status:
      Answered
      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: June 30, 2022 Everlywell Credited back to my Former Citibank Cash Back Credit Card, for: $59.25 for a Settlement reached by them. Citibank doesn't want to give me the $59.25, to my Current Checking Account that I have with: *** ****.

      Business Response

      Date: 07/25/2022

      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:07/22/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Had a credit card with them with $5900 limit. I paid it off yesterday. I’ve never missed a payment to them or anyone. Get an email today telling me they where reducing my credit limit to $500. Saying there was something in my credit report. What it is I wouldn’t have the slightest idea. I have good credit. Tried to resolve with them to no avail. Cancelled the card. Nice way to treat a good customer.

      Business Response

      Date: 07/25/2022

      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:07/21/2022

      Type:Billing Issues
      Status:
      Answered
      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 Bank,

      First, I know of no other way except the BBB to resolve my issue as there is no branch with hundreds of miles. Several telephone conversations haven’t done much to resolve this BIZARRE and COMPLICATED (very complicated) set of issues.

      It began with a charge dispute from *******s *********, June 6, 2021, $2816.15, (actually there were TWO charges of this amount, one for sofa, another for love seat, both with the identical price) So, this *******s sold me this (never delivered) *********. --the problem was that they could not deliver anywhere within the agreed timeframe- and I disputed the charge. *******s pushed back on the dispute and –apparently- 11 months later, they finally gave up the fight.

      From my perspective the “conditional credit” was working fine along the way for the entire year, that is until this past June 2022, and I received a communication from Citi, “Congratulations your dispute has been resolved”. Well that look OK. But then, for this resolution, somehow, I GET A DEBIT! For $2816.15! Again, as normal, I was not carrying the disputed amount because of the provisional credit, customary after filing a dispute, but then to receive a “Resolution” and then a DEBIT! Bizarre! And wrong.

      So, yep, on the phone I went! Initially I encountered rather shallow explanations that went like, “well you received a credit this year SO you need a debit. Well, again, I already had the credit from the past and didn’t require a debit!

      From those initial phone conversations there was some follow-up activity from Citi, mostly it was showing me statements with a 2022 credit with no overall explanation (FYI: the 2022 “credit” –the new transaction in 2022- was backdated to 2021, which may or may not be understandable. (Plus, there was weird a weird ~$2.00 credit memo for interest credit on the debit! What!?)

      (BBB character limit reached. -continued in Word Doc that should be attached. . .)

      Business Response

      Date: 07/22/2022

      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:07/20/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 Best Buy Visa Card issued by Citigroup, Inc. This card ends in ****. This company emailed an offer of 5% back on any charge having to due with travel. I authorized this plan to go in effect for my account. I'll be spending over $1,000 at ***** ******* Resort for a weekend vacation, and I want to make sure I get the 5% back that was promised

      I called customer service on 7-20-22 to confirm this. A couple of operators were unaware that this promotion existed, one transferred me to Best Buy themselves, where I was told to call Citi! All in all about 45 minutes wasted. I requested a chance to activate/reactivate this plan. No one could help me. I didn't have any more time to waste on operators that are apparently not able to resolve my issue.

      Business Response

      Date: 07/21/2022

      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:07/20/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Earlier this year I called to cancel my Citi Prestige Card ending in **** due to having other cards I preferred offering better rewards. I was transferred to the retention department and after a very long conversation I agreed to accept 20K points for spending $4K within the next 3 months. After spending about $12K in various months, I called to ask why the account was not credited with the points. I was told that the offer was supposedly for spending more than $4K in each of the next 3 months, which I never would have agreed to, and which based on my spending, i could have easily done regardless since that's close to what i spent normally.

      I asked that the retention department review the audio recording tape to understand that the offer was clearly misrepresented and that I had stated numerous times what my understanding of the offer was. After this request, I was mailed the attached letter stating that I would have my account credited 20K bonus points after spending $4K within the 3 months of the retention offer as expected. As such, I could only imagine that they heard the recording and found out that I was 100% correct.

      Today, I called in to ask why my bonus points were not yet met after such a long time. The representative stated that the retention department was unwilling to take the call (which in my mind is just unbelievable), as such I was transferred to a supervisor that told me that she saw no record of the letter attached to this email and that the account for **** was closed today by the back office. Since it's 9am at the time of my call, I find it quite coincidental that my account was closed so that points would be difficult to credit to my account per the supervisor and even more so since I have not called to cancel the account. I can only imagine that the Retention department did this to not honor their offer.

      Today, I have emailed the letter to ********************************** showing them that I was to have my promo honored.

      Business Response

      Date: 07/21/2022

      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:07/20/2022

      Type:Product Issues
      Status:
      Answered
      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 credit card (ending ****) had two fraud charges, one is a $4000 BAL XFER CHECK #*** posted on Jun 10, another is $120 balance transfer fee posted on Jul 6. I contacted the bank many times for dispute, the representative said they processed my claim every time, but they actually didn't. The charges still posted and I didn't see an investigation on my account. I spent numerous time on this issue yet it's still not resolved. I'm exhausted and frustrated on this matter.

      Business Response

      Date: 07/21/2022

      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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