Independent profile. Not owned, sponsored or endorsed by Citibank.

Citibank Reviews, Complaints & Contacts

Citibank, N.A. is the national bank behind Citi credit cards and checking and savings accounts. Billing errors on a Citi card go to Citi in writing within 60 days of the statement. Unresolved complaints can go to the CFPB and the OCC.

REVIEWS & COMPLAINTS929on USAComplaints · 3 in 2023-2026
PHONE(800) 950-5114Citi credit cards: general support
WEBSITEciti.com
HEADQUARTERSNew York, NY
PROFILE CHECKED
Submit a Complaint Read reviews & complaints ↓ Call (800) 950-5114 Official website ↗

Contacts

PhoneAddress

Customer service & general contact

Show all 12 contacts

Customer service & general contact (continued)

Billing & payments

Account & login

Official website

Report abuse or suspicious activity

Corporate & press

VERIFIED

Locations

  • Headquarters388 Greenwich Street, New York, NY 10013
  • Mailing addressCitibank Customer Service, P.O. Box 6500, Sioux Falls, SD 57117
EDITORIAL

Is Citibank Legitimate?

BBB, CFPB and Trustpilot figures

Legal name
Citibank, N.A.
Business type
National bank (Citibank, N.A.), the principal U.S. bank subsidiary of Citigroup Inc. (New York, NY; NYSE: C); issuer of Citi credit cards and Citi checking and savings accounts
Website
citi.comSource: Citi Contact Us page and citi.com home page, checked
Headquarters
New York, NYSource: Citigroup Inc. Form 10-K for 2025, cover page, and BBB profile for Citi, checked
Owned by
Citigroup Inc.Source: FDIC BankFind record for Citibank, N.A., holding company Citigroup Inc., checked

Citibank, N.A. is a federally chartered national bank supervised by the OCC, and its deposits are insured by the FDIC. Its parent, Citigroup Inc., is listed on the New York Stock Exchange and files annual and quarterly reports with the SEC. The customer phone numbers and mailing addresses in the contact section are the ones Citi publishes on its own Contact Us page.

Bank supervision does not settle individual account disputes. The CFPB issued orders against Citibank or its subsidiaries from 2015 to 2023, and the OCC and the Federal Reserve issued consent orders in 2020 over the bank's risk management and data controls; each action is described in the regulator actions section. BBB and Trustpilot ratings reflect the customers who chose to post and are not representative samples.

EXTERNAL SOURCE

Independent Sources

BBBCiti, New York, NY
867 reviews · 6,712 complaints · BBB business grade D- · average customer rating 1.04 / 5
Figures checked
CFPB
144,259 complaints
Figures checked
Trustpilot
421 reviews · TrustScore 1.1 / 5
Figures checked
EDITORIAL

Complaint Themes

Mentions credit card add-on products such as Credit Protector, Account Care or Essentials GoldMentions interest-rate increases, late fees or over-limit feesMentions a mortgage, loan modification, foreclosure or refinance problemMentions fraud, unauthorized charges, identity theft or a charge disputeMentions debt collectors, credit reports or credit bureausMentions a payment that was not credited, posted late or applied incorrectly

Themes, not a count of complaints.

CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

929 complaints linked to the Citibank profile are published on this site (2000-2026). 3 are from 2023-2026.

Show 15 more complaints on this page
EDITORIAL

Citibank complaint record: reader posts, CFPB database, BBB and Trustpilot

Posts on this site. The reports are dated 2000-2026. Most were written between 2003 and 2013, so the archive is largely historical; many concern store and partner card programs (Sears, The Home Depot, BP, AT&T Universal) and former Citi lines such as CitiMortgage. Posts that name only CitiFinancial are linked as related-brand posts and are not counted as complaints about Citibank. The common topics are listed under Complaint themes; they are keyword groupings.

CFPB Consumer Complaint Database (company name CITIBANK, N.A.): 144,259 complaints received since December 2011, 23,781 of them in the last 12 months. Citibank's response was marked timely in 143,889 cases and not timely in 370. The largest product groups are credit card (44,065), credit card or prepaid card (25,033), checking or savings account (20,823), credit reporting (12,799), debt collection (12,629) and mortgage (10,425). Company responses: closed with explanation 89,648; closed with non-monetary relief 26,486; closed with monetary relief 25,548; closed without relief 1,342; closed with relief 680; in progress 308. In August 2026 the CFPB stopped publishing consumers' complaint narratives, so the database now shows counts and structured fields only. The CFPB does not verify the facts in each complaint, and other Citi company names are not included in these counts.

BBB (profile for Citi, 388 Greenwich St, New York): not BBB Accredited; rating D-, with BBB citing 100 unresolved complaints and failure to respond to 3. BBB shows 6,712 complaints in the last 3 years, 1,692 of them in the last 12 months, and a 1.04 out of 5 average from 867 customer reviews. Because of the volume, BBB publishes only 1 in every 5 complaints handled through its process, and the profile carries a government-action alert. The profile also covers alternate names such as CitiMortgage, Inc., Citibank N.A., Citigroup and CitiFinancial Servicing LLC, so its figures cover more than the bank alone.

Trustpilot (www.citi.com): 1.1 out of 5 from 421 reviews, 241 of them in the last 12 months. The profile is unclaimed, and Trustpilot notes that the company has not invited customers to review, so the reviews may not be representative. A separate Trustpilot profile for citibank.us shows 1.1 from 1,236 reviews (353 in the last 12 months) with the same notice.

Had an experience with Citibank? Tell other people what happened.

Submit a Complaint
EDITORIAL

Citibank complaints and disputes: who to call, deadlines and where to escalate

Citi's own channels. Citi's Contact Us page lists, for credit cards: general support (800) 950-5114; Spanish-language service (800) 947-9100; Costco Anywhere Visa (855) 378-6467 (Costco business card (855) 378-6468, Costco collections (855) 805-5486); card collections (800) 388-2200. For checking and savings: Citiphone Banking (888) 248-4226 (Spanish (800) 360-2484). TTY users can call through 711 or another relay service. General card correspondence goes to Citibank Customer Service, P.O. Box 6500, Sioux Falls, SD 57117; mailed card payments go to PO Box 70166, Philadelphia, PA 19176-0166, or to the payment address on your monthly statement. For a store or partner card, use the number on the back of the card or on the statement.

Disputing a credit card charge: 60 days, in writing. Under Regulation Z (12 CFR 1026.13), Citi must receive your written billing-error notice no later than 60 days after it sent the first statement showing the error, at the billing-error address given on your statement. Include your name, account number, the charge, its amount and date, and why you believe it is wrong; send it in a way you can prove, and keep a copy. Citi must acknowledge the notice in writing within 30 days and resolve it within two complete billing cycles, and in no case later than 90 days.

While the dispute is open you do not have to pay the disputed amount or the finance charges on it. Citi may not report that amount as delinquent; keep paying the rest of the balance, at least the minimum due, on time, because Citi can still collect the undisputed part. A phone call or an online dispute is useful for speed but may not preserve these rights, which attach to the written notice (Citi can accept electronic notices only where its billing-rights statement says so).

Card fraud. Citi's guide on reporting credit card fraud tells cardholders to contact the issuer immediately, lock the card if possible and give the date, amount and merchant of each charge. It notes that by law you are responsible for no more than $50 of unauthorized credit card charges and that Citi, like many issuers, offers $0 liability on unauthorized charges.

Checking and savings errors. For unauthorized debit card, online or ATM transfers, Regulation E (12 CFR 1005.11) gives you 60 days after Citi sends the statement showing the problem to report it. Citi's deposit account agreement says to call (888) 248-4226 or write to Client Research, Citibank Client Services, P.O. Box 769014, San Antonio, TX 78245-9014, giving your name, account number, the dollar amount and why you believe it is an error. If you report by phone, Citi may ask you to confirm in writing within 10 business days.

Citi then has 10 business days to investigate, or up to 45 days if it provisionally credits your account within those 10 business days. Report a lost or stolen debit card within two business days of noticing: your liability is then capped at $50, rising to as much as $500 after that, and transfers after the 60-day statement window can be unlimited (12 CFR 1005.6).

Mortgages. Citi no longer services mortgages itself. Send a written notice of error to the servicer named on your latest loan statement; under the federal mortgage-servicing rules (12 CFR 1024.35) the servicer may designate a specific address for these notices, which must be used.

Before you sue. Citi's deposit account agreement lets either you or Citi choose individual arbitration instead of court for disputes about your account, except an individual claim filed and kept in small claims court. It says that, unless the law requires otherwise, a claim about your account must be brought within one year after it arises (two years for Texas accounts). Read the arbitration section of your own card or account agreement before filing a lawsuit.

If Citi does not fix it.

  • CFPB: file at consumerfinance.gov/complaint or call (855) 411-2372, Monday to Friday, 9 a.m. to 6 p.m. Eastern. Companies respond within 15 days, according to the CFPB.
  • OCC, which supervises Citibank, N.A.: after first trying to resolve the problem with the bank, file with the OCC's Customer Assistance Group through HelpWithMyBank.gov or call (800) 613-6743. The OCC does not take up a matter that is in litigation and does not seek compensation for you.
  • Your state attorney general, especially for losses from account takeovers or impostor fraud; the New York Attorney General is already suing Citibank over unauthorized wire transfers (see the court cases section).
  • FTC: if you lost money to an impostor or your identity was stolen, report it at ReportFraud.ftc.gov or IdentityTheft.gov.
  • BBB: you can file a complaint on Citi's BBB profile; BBB is a private organization and cannot order a refund.
EDITORIAL

OCC, Federal Reserve and CFPB actions involving Citibank, 2015 to 2026

OCC and Federal Reserve orders (2020 and 2024). On October 7, 2020 the OCC assessed a $400 million civil money penalty against Citibank, N.A. and issued a cease and desist order requiring corrective action on risk management, data governance and internal controls. The bank must also get the OCC's non-objection before significant new acquisitions. The Federal Reserve Board took a separate action against Citigroup the same day. On July 10, 2024 the OCC amended its 2020 order and assessed a further $75 million penalty because the bank had not made enough progress on remediation. The Federal Reserve also fined Citigroup $60.6 million for violating its 2020 action, citing insufficient progress on data quality management. The Fed put the combined penalties at approximately $135.6 million and said its 2020 action remains in effect. The bank consented to the orders.

More on regulatorsShow less

What has ended. In an order dated December 11, 2025 (AA-ENF-2025-64) the OCC terminated the 2024 amendment. That amendment supplemented the 2020 consent order rather than replacing it, so the termination did not end the October 2020 order. Citigroup's 10-K for 2025 and its Form 10-Q for the quarter ended June 30, 2026 describe remediation of the 2020 Federal Reserve and OCC orders as continuing. These orders concern the bank's controls and data, not the outcome of any individual customer's dispute.

U.K. sanctions penalty (London branch). The U.K. Office of Financial Sanctions Implementation imposed a penalty of GBP 4,732,830.58 on Citibank, N.A., London Branch on September 2, 2026 for making funds available for the benefit of a designated person, under the U.K.'s Russia and Global Anti-Corruption sanctions regulations. It concerns that branch, not U.S. consumer accounts.

CFPB orders, 2015 to 2023.

  • July 2015 (Docket 2015-CFPB-0015). Citibank, N.A. and its subsidiaries Department Stores National Bank and Citicorp Credit Services, Inc. (USA). The CFPB said about 7 million consumer accounts were affected by deceptive marketing, billing and administration of debt-protection and credit-monitoring add-on products (including AccountCare, Balance Protector, Credit Protection, Credit Protector and Payment Safeguard, sold from at least 2003 through 2012). The CFPB also said expedited-payment fees affected nearly 1.8 million accounts. The order called for an estimated $700 million in consumer relief and $35 million in civil money penalties. The CFPB lists the order as expired, terminated or dismissed.
  • February 2016 (Docket 2016-CFPB-0003). Two actions on debt sales and debt collection. One involved nearly $5 million in consumer relief and a $3 million penalty for selling credit card debt with inflated interest rates and for failing to forward consumer payments promptly to debt buyers. A second action was against Citibank and two debt-collection law firms it used, which the CFPB said falsified court documents filed in New Jersey state-court collection cases. Under that action Citibank was to refund $11 million to consumers, and Citibank and the firms were to stop collecting about $34 million from nearly 7,000 consumers. Listed as expired, terminated or dismissed.
  • January 2017 (Docket 2017-CFPB-0005). CitiMortgage, Inc.: about $17 million in compensation to consumers and a $3 million civil penalty; CitiFinancial Servicing: about $4.4 million in refunds and a $4.4 million penalty. The CFPB said the servicers kept struggling homeowners in the dark about foreclosure-avoidance options or buried them in paperwork demands. The CFPB lists this action as post order.
  • November 2017 (Docket 2017-CFPB-0021). Citibank student-loan servicing: $3.75 million in redress and a $2.75 million civil money penalty for misleading borrowers about a tax deduction for student-loan interest. The action also covered charging late fees and interest to in-school borrowers eligible to defer payments, misstating amounts owed and not giving required information after denying cosigner-release requests. Listed as expired, terminated or dismissed.
  • June 2018 (Docket 2018-BCFP-0003). Citibank did not reevaluate and reduce, as required, the APRs on about 1.75 million credit card accounts; the order required $335 million in restitution. Citibank consented without admitting or denying the findings, except jurisdictional facts. Listed as expired, terminated or dismissed.
  • November 2023 (Docket 2023-CFPB-0013). The CFPB found that Citibank discriminated against certain credit card applicants based on Armenian national origin, in violation of the Equal Credit Opportunity Act and Regulation B, and did not give those applicants accurate reasons for denial. The order required $1.4 million in redress and a $24.5 million civil money penalty; Citibank consented without admitting or denying the findings, except jurisdictional facts. On October 16, 2025 the CFPB terminated the order, stating that Citibank had paid the penalty, made the redress payments and taken steps to implement the conduct provisions, and waived any alleged noncompliance.

These actions concern the practices each regulator described, not every Citi customer's experience.

EDITORIAL

Court cases involving Citibank: the New York lawsuit over unauthorized wire transfers and a robocall settlement

Court records

New York Attorney General v. Citibank, N.A. (S.D.N.Y. 1:24-cv-00659). The Attorney General filed this lawsuit on January 30, 2024. It alleges that Citibank did not comply with the Electronic Fund Transfer Act (EFTA) and certain New York laws in how it handled customers' reports of unauthorized online wire transfers. The Attorney General says weak online protections let criminals take over accounts and that Citi wrongly denied reimbursement. The suit seeks an injunction, restitution, civil penalties and damages. Citi disputes the claims and has said a bank is not required to make customers whole when they follow criminals' instructions and the bank sees no sign that they are being deceived.

More on the lawsuitsShow less

On January 21, 2025 the court granted Citibank's motion to dismiss in part and denied it in part, ruling that the EFTA can cover consumer wire transfers made through online banking. On April 22, 2025 the court certified that ruling for interlocutory appeal and stayed the case. The Second Circuit (No. 25-2105) agreed in September 2025 to hear Citibank's appeal and heard oral argument in April 2026. The question on appeal is whether the EFTA, with its error-resolution and liability rules, applies to those transfers. These are allegations; no court has ruled on whether Citibank is liable.

Head v. Citibank, N.A. (D. Ariz. 3:18-cv-08189). A Telephone Consumer Protection Act class action by people who were not Citibank customers but received prerecorded or artificial-voice calls on their cell phones about someone else's past-due Citi credit card account. The court granted final approval of a $29.5 million settlement on January 14, 2025. Citibank denies that it violated the TCPA, and the court made no finding that it did. The claim deadline has passed, and the settlement website set May 27, 2025 as the date for distributing checks to class members who had submitted a valid Form W-9.

PUBLIC RECORD

Court & Public Records

The People of the State of New York, by Letitia James v. Citibank, N.A., unauthorized wire transfers

Filed

U.S. District Court, S.D. New York, with an interlocutory appeal in the Second Circuit, No. 25-2105Filed Checked Docket 1:24-cv-00659-JPOSource ↗

Filed — no final outcome recorded

The district case remains stayed, and no court has ruled on the merits of the Attorney General's claims.

Case details: The People of the State of New York, by Letitia James v. Citibank, N.A., unauthorized wire transfersShow less

Lawsuit filed by the New York Attorney General, who alleges that Citibank did not comply with the Electronic Fund Transfer Act and certain New York laws in how it handled customers' claims about unauthorized online wire transfers. On January 21, 2025 the district court granted Citibank's motion to dismiss in part and denied it in part, holding that the EFTA can cover consumer wire transfers made through online banking. On April 22, 2025 the court certified that ruling for interlocutory appeal and stayed the case. The Second Circuit granted Citibank leave to appeal in September 2025 and heard oral argument in April 2026; the question on appeal is whether the EFTA applies to those transfers.

Head v. Citibank, N.A., class action over prerecorded collection calls to cell phones

Settled

U.S. District Court, D. ArizonaDecided Docket 3:18-cv-08189-ROSSource ↗

Settled

The claim deadline of December 20, 2024 has passed, and the settlement website set May 27, 2025 as the date for distributing checks to class members who had submitted a valid Form W-9.

Case details: Head v. Citibank, N.A., class action over prerecorded collection calls to cell phonesShow less

Class settlement under the Telephone Consumer Protection Act, granted final approval on January 14, 2025. The class is people and entities in the United States who received calls from Citibank, N.A. using an artificial or prerecorded voice on a cell phone between August 15, 2014 and July 31, 2024 about a past-due credit card account and who were not current or former Citibank cardholders, customers or authorized users. Citibank paid into a $29.5 million settlement fund, shared pro rata among class members after costs. Citibank denies that it violated the TCPA, and the court made no finding that it did.

EDITORIAL

Who Citibank is: Citigroup, Citibank, N.A. and related Citi names

Citigroup Inc., a Delaware company with principal executive offices at 388 Greenwich Street, New York, is the publicly traded parent. Its Form 10-K for 2025 traces the group's history to the founding of the City Bank of New York in 1812 and reports about 226,000 full-time employees at the end of 2025, roughly 31 percent of them in the United States. Citibank, N.A. is Citigroup's national-bank subsidiary and is supervised by the Office of the Comptroller of the Currency (OCC); the OCC identifies it as a bank of Sioux Falls, South Dakota. Citi's website states that deposit and lending products are provided by Citibank, N.A., Member FDIC.

The consumer business most people deal with is what the 10-K calls U.S. Personal Banking. The unit covers Branded Cards (Citi's own cards and co-branded cards such as Costco and American Airlines), Retail Services (store and co-branded cards for retailers such as The Home Depot, Best Buy and Macy's) and Retail Banking (checking and savings). Because a store card can carry a retailer's name, check the issuer printed on your statement and use the phone number shown there. Citi lists My Best Buy and TSC (Tractor Supply) credit cards among its retail store cards, and the sign-on pages for those two cards and for the Citi ThankYou Mastercard are linked under Contacts. Online banking and the Citi Mobile app use the login set up at citi.com/register.

More company historyShow less

CitiMortgage and CitiFinancial. The CFPB described CitiMortgage, Inc. and CitiFinancial Servicing, LLC as Citi subsidiaries in its 2017 order against them. Citi's CitiFinancial contact page says CitiFinancial left the servicing business in 2017, names CitiMortgage, Inc. or Citicorp Home Mortgage Services, Inc. as successors in interest, and gives a mailing address for CitiFinancial Servicing at PO Box 6771, Sioux Falls, SD 57117. In 2017 Citi agreed to exit U.S. mortgage servicing by the end of 2018, and its January 2018 announcement names Cenlar as the company servicing Citi's own mortgage loan portfolio. If you have a Citi mortgage, your latest loan statement names the current servicer and its phone number.

VERIFIED

Company Relationships

  • Owned byCitigroup Inc.
  • Affiliated withCitiMortgage, Inc.
  • Affiliated withCitiFinancial Servicing, LLC
  • Affiliated withDepartment Stores National Bank
  • Affiliated withCiticorp Credit Services, Inc. (USA)
EDITORIAL

Frequently Asked Questions

How long do I have to dispute a Citi credit card charge?

Under Regulation Z's billing-error rule (12 CFR 1026.13), Citi must receive your written notice no later than 60 days after it sent the first statement showing the charge, at the billing-error address given on your statement. Citi must acknowledge the notice within 30 days and resolve it within two complete billing cycles, and in no case later than 90 days. You can call Citi card support at (800) 950-5114 to start a dispute quickly, but a call is not the written notice the rule protects, so send the letter as well and keep a copy. For unauthorized charges, also see the fraud answer.

What does Citi say about liability for unauthorized card charges?

Citi's guide on reporting credit card fraud says that by law you are responsible for no more than $50 of unauthorized charges and that many issuers, including Citi, offer $0 liability on unauthorized charges. It advises locking the card if you can, calling the customer service number on the card or statement right away, giving the date, amount and merchant of each charge, and watching the account afterwards; Citi then investigates and issues a new card number. If Citi decides a charge was not fraud, you can still send a written billing-error notice within 60 days of the statement and escalate to the CFPB.

What phone numbers does Citi list for card and bank customers?

Citi's Contact Us page lists, for credit cards: general support (800) 950-5114, Spanish-language service (800) 947-9100, Costco Anywhere Visa (855) 378-6467 (business card (855) 378-6468) and card collections (800) 388-2200. For checking and savings: Citiphone Banking (888) 248-4226, or (800) 360-2484 in Spanish. TTY users can call through 711. The (212) 559-1000 number shown on BBB is Citigroup's head-office line from its SEC filings, not a customer service number.

Where can I complain outside Citi?

The CFPB takes complaints about Citi cards, bank accounts, mortgages and debt collection at consumerfinance.gov/complaint or (855) 411-2372. The OCC, which supervises Citibank, N.A., takes complaints through HelpWithMyBank.gov or (800) 613-6743 once you have tried to resolve the problem with the bank. You can also contact your state attorney general, report fraud or identity theft to the FTC at ReportFraud.ftc.gov, and file a complaint on Citi's BBB profile.

Are CitiMortgage and CitiFinancial the same as Citibank?

CitiMortgage and CitiFinancial are separate from Citibank, companies in the Citi group: the CFPB's 2017 order describes CitiMortgage, Inc. and CitiFinancial Servicing as Citi subsidiaries. CitiFinancial left the servicing business in 2017 and its mailing address is PO Box 6771, Sioux Falls, SD 57117; for a mortgage problem, contact the servicer named on your latest loan statement. Posts on this site that name only CitiFinancial are not counted as complaints about Citibank.

How many CFPB complaints name Citibank?

The CFPB Consumer Complaint Database shows 144,259 complaints filed under the company name CITIBANK, N.A. since December 2011, 23,781 of them in the last 12 months, most of them about credit cards. The CFPB does not verify the facts in complaints; the product breakdown and Citi's response figures are in the complaint record section.

What happened with the CFPB's 2023 order about credit card applicants?

In November 2023 the CFPB found that, from at least 2015 through 2021, Citibank discriminated against certain credit card applicants based on Armenian national origin and ordered $1.4 million in redress and a $24.5 million penalty. Citibank consented without admitting or denying the findings. The CFPB terminated the order on October 16, 2025, after Citibank paid the penalty and the redress.

Is there a settlement for prerecorded Citibank calls to people who are not customers?

A settlement for prerecorded Citibank calls to people who were not customers was reached, and it is closed to new claims. The $29.5 million Head v. Citibank, N.A. settlement, approved on January 14, 2025, covered non-customers who got prerecorded or artificial-voice calls on a cell phone about someone else's past-due Citi card between August 15, 2014 and July 31, 2024. The claim deadline was December 20, 2024. Questions about a payment go to the administrator through the settlement website.

CONSUMER ALLEGATION

Related Complaints

Role in the other company’s page

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Sources (38)

Citibank (own site)

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