CITIBANK, N.A., the bank behind your Citi Custom Cash, is currently subject to 22 active OCC enforcement actions. Total civil money penalties on record: $1.0B.
Citi Custom Cash
Card complaint rating · Based on federal CFPB data
Who actually runs this card
Citi Custom Cash is issued by CITIBANK, N.A.
Citi handles the shopping experience. CITIBANK, N.A. handles everything else — billing, interest, credit reporting, and customer complaints. When something goes wrong with your Citi Custom Cash, you are dealing with CITIBANK, N.A., not Citi.
See full CITIBANK, N.A. complaint rating →If you hold the Citi Custom Cash, you are significantly more likely to face a serious unresolved problem than at most comparable institutions.
1 in 1,338 customers felt they had no choice but to complain officially
This is not a complaint to customer service. This is a formal complaint filed with the US government, on permanent public record — the last resort after everything else failed.
70,018 people complained officially and got absolutely nothing
That is 64% of everyone who escalated. They filed. They waited. They were told no. No money returned. No correction made.
Only 20% of complaints resulted in any money being returned
A further 63% were closed with an explanation only — the institution said "we disagree." No money moved. No correction made. The complaint was marked resolved.
100% response rate — but only 36% of complaints were actually resolved
The law requires a reply within 15 days — and they met that. But replying is not the same as fixing. The data shows they are far better at responding than resolving.
21.0 new official complaints filed every single day
At this volume, complaints are being filed around the clock, 365 days a year. This is not occasional bad luck — it is ongoing at scale.
1.6× worse than the average rated institution
This is not marginally above average — it is a structural gap. The median institution generates a fraction of the complaints per customer.
The 109,488 official complaints may represent up to 2,189,760 affected customers
Research published by the US Consumer Financial Protection Bureau suggests only around 5% of consumers who have a problem ever file an official complaint. The official record is likely the visible tip of a much larger pattern.
All figures from the CFPB Consumer Complaint Database and FDIC BankFind — US federal public records.
✦ Lower-Risk Alternatives
You can't directly replace a store card with a bank account — but you can move your main banking to an institution with a much better complaint record, which limits your exposure if something goes wrong with billing, fraud, or disputes.
“But switching banks sounds like a headache.”
It usually isn't. The average US bank switch takes under 2 hours of active effort, spread across about 10 days. You keep your Citi Custom Cash — you just move your main banking somewhere with a better complaint record.
Read our step-by-step switching guide →What People Complain About
The most common complaint categories filed against CITIBANK, N.A. with the CFPB — which handles your Citi Custom Cash:
This page shows complaint data for CITIBANK, N.A., the issuing institution behind the Citi Custom Cash. All data is sourced from the CFPB public complaint database and FDIC BankFind — US federal public records. See the full CITIBANK, N.A. institution page →