of the Consumer Financial Protection Bureau complaints database conducted by Consumer Reports and cited by CNN — four times as many as the next-closest bank, Synchrony Bank .Complaints concerned topics including inflexible late fees and interest charges, as well as refusals to provide assistance to customers dealing with financial hardships as a result of the coronavirus pandemic.
The volume of complaints against Citi are small relative to its overall customer base, but Consumer Report's findings still illustrate how customer service missteps can be magnified in times of crisis. Citi pointed out in its statement that the 168 complaints referenced by Consumer Reports represents a miniscule fraction of the 1.9 million customers it has assisted during the coronavirus crisis.
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