I’ve been a Home Depot cardholder for 14 years until today. I was surprised to find a $29.00 charge for a returned check I never sent. Upon calling Citibank customer support for clarification, I learned that the account I used to make my card payment had been closed. I had closed that account at my bank and attempted to remove it as a payment source from Citibank’s website the same day. Unfortunately, Citibank’s website does not allow for easy removal of a payment source, meaning a closed account remains a default option until Citibank decides to remove it. In my case, this resulted in a returned check fee being charged before any action was taken.
I politely requested that the Citibank Customer Support representative remove the charge, but was informed that this would not be possible. This interaction led me to make the decision to pay off my outstanding balance immediately, cut up my Home Depot card, and close my credit account with Citibank. After 14 years as a loyal customer in good standing, I am disappointed by this experience and have decided not to use Citibank products or services in the future.
Looking at Citibank’s performance over the last year, I see that Citibank is not a favored consumer bank. According to Statista.com only 2% in every age group out of the 10000+ people interviewed use Citibank as their primary account. Check out this link – https://www.statista.com/statistics/228040/people-in-households-with-citibank-customers-usa/
Citibank itself reported a 2023 4Q loss of 1.8 Billion dollars, https://www.citigroup.com/global/news/press-release/2024/fourth-quarter-full-year-2023-results-key-metrics.
Citibank also reported credit losses for Q1 2024: Citigroup revenues of $21.1 billion in the first quarter 2024 decreased 2%, on a reported basis. https://www.citigroup.com/rcs/citigpa/storage/public/Earnings/Q12024/2024prq1.pdf
Clearly, they no longer care about how many customers they lose.