--- company: citi title: Citi — how complaints actually go last_verified: 2026-10-12 --- ## In short Most Citi complaints are about credit cards, including the store cards Citi issues. Put a billing error in writing to the address on your statement, because a call alone does not start your legal rights. A CFPB complaint has worked well at Citi: in the 12 months to June 2026, 46.9% of CFPB complaints closed with relief, a higher share than Chase, Bank of America, Wells Fargo, Capital One, American Express or Synchrony. For online account takeovers and wire fraud, the New York Attorney General is suing Citi over denied reimbursements, and in January 2025 a court found that the federal Electronic Fund Transfer Act applies to unauthorized wires from Citi consumer accounts. Citi is a national bank, so the OCC is the next rung. ## How complaints actually go - Citi's billing rights notice says you must notify Citi in writing within 60 days after the error appeared on your statement; if you only call, Citi is not required to investigate and you may have to pay the amount. Citi's file in this registry lists the per-card phone numbers. [Citi Double Cash card agreement (CFPB database)](https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/CITIBANK_N.A./Citi_Double_Cash_Cardmember_Agreement-256158.pdf) - A CFPB complaint goes to Citi for a response, generally within 15 days; a response after 15 days (or after 60 days if Citi asks for more time) is recorded as not timely. In the 12 months to June 2026, 1 of 23,119 Citi complaints was not timely. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CITIBANK%2C%20N.A.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0) - Citibank, N.A. is supervised by the OCC. The OCC asks you to try the bank first; it cannot act as your lawyer, get involved in matters that are in litigation, or seek monetary compensation for you. [OCC HelpWithMyBank: file a complaint](https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html) ## What tends to work - A CFPB complaint after Citi's own channel fails: in the 12 months to June 2026, 10,850 of 23,119 complaints (46.9%) closed with relief, 4,317 (18.7%) of them with monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CITIBANK%2C%20N.A.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0) - For an unauthorized wire or online transfer from a Citi consumer account, claim reimbursement under the Electronic Fund Transfer Act. On January 21, 2025 a federal judge denied Citi's motion to dismiss the New York Attorney General's core claims and found that the Act applied to unauthorized wire transfers made through Citi's consumer accounts. [NY Attorney General, January 21, 2025](https://ag.ny.gov/press-release/2025/attorney-general-james-announces-court-win-allowing-lawsuit-against-citibank) - If Citi denies a fraud claim, complain to your state attorney general as well as the CFPB. The New York Attorney General's lawsuit (filed January 30, 2024) seeks repayment with interest for customers denied reimbursement in the last six years. [NY Attorney General, January 30, 2024](https://ag.ny.gov/press-release/2024/attorney-general-james-sues-citibank-failing-protect-and-reimburse-victims) ## Traps and fine print - The New York Attorney General alleges that Citi required fraud victims to visit a branch and sign affidavits, then used those statements to blame customers and deny claims. Read any affidavit before you sign it and keep a copy. [NY Attorney General, January 30, 2024](https://ag.ny.gov/press-release/2024/attorney-general-james-sues-citibank-failing-protect-and-reimburse-victims) - If Citi decides a credit card charge was not a billing error, you owe the amount and the interest and fees that built up during the dispute. You get at least 10 days to pay before Citi can report it as late. [CFPB: Regulation Z 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/) - Store cards cost more. In December 2024, new cards from the top 100 retailers had an average APR of 32.66%; Citi is one of four banks that issue more than 80% of store cards. [CFPB: the high cost of retail credit cards](https://www.consumerfinance.gov/data-research/research-reports/issue-spotlight-the-high-cost-of-retail-credit-cards/) - The CFPB's 2023 order against Citi over national-origin discrimination in card applications ($1.4 million redress, $24.5 million penalty) was terminated on October 16, 2025. [CFPB enforcement action](https://www.consumerfinance.gov/enforcement/actions/citibank-n-a/) ## By the numbers - CFPB complaints received July 1, 2025 to June 30, 2026 for "CITIBANK, N.A.": 23,119. Top products: credit card 10,884, credit reporting 4,955, checking or savings 3,640, debt collection 3,055. Top issues: a purchase shown on a statement 4,170, incorrect information on a report 3,057, managing an account 2,095, negative or legal action taken or threatened 1,479, fees or interest 1,153. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CITIBANK%2C%20N.A.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0) - Of those 23,119 complaints, 12,269 (53.1%) closed with explanation, 6,533 (28.3%) with non-monetary relief and 4,317 (18.7%) with monetary relief. 23,118 were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CITIBANK%2C%20N.A.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0) - Complaint data is not a statistical sample. The CFPB says companies sometimes select "Closed with explanation" even when the consumer got relief, and complaints returned as administrative responses are not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf) ## Scams that target customers - Account takeover by text or call: in cases the New York Attorney General describes, a text that appeared to come from Citi sent a customer to a website, and a caller said the account was suspended and offered to send "Citi codes". Scammers then changed passwords, moved savings into checking, enrolled the account in online wires and sent wires, including one of $40,000. [NY Attorney General, January 30, 2024](https://ag.ny.gov/press-release/2024/attorney-general-james-sues-citibank-failing-protect-and-reimburse-victims) - Citi's fraud prevention page says Citi does not ask for your PIN, and lists spoof@citi.com for forwarding suspicious emails and texts. [Citi: fraud prevention](https://citicards.citi.com/cbol/fraudprevention/default.htm)