Consumer complaint received 2024-01-31
Company: CITIBANK, N.A.
State: FL
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Delay in processing application

Complaint:
On XX/XX/24 I went to the XXXX XXXX web site to purchase a ticket. After entering all my info and getting ready to submit payment a offer appeared on screen saying that if I " APPLY '' for CITI credit card ( AAdvantage platiunum ), I would be able to save up to {$400.00} dollars on airline tickets. At this point I called CITI just to confirm all of the restrictions, etc. and was assured that upon my approval for card, I would be given a temporary number to use with XXXX XXXX for the purchase of my ticket. But I was told that I could make my application via phone but if I wanted to use it on my current airline ticket purchase I had to apply on line. Which I did. Having a credit score of close to XXXX I was not surprised when I received verification within minutes that I had been approved. THIS IS WHEN THE ABSOLUTE WORST EXPERIENCE WITH ANY FINANCIAL INSTITUTION OF MY LIFE BEGAN. I did not receive any temporary number as had been described so I called Citi Bank back. Hold time to speak with someone was excessive but I know we have all come to expect that. When I finally reached someone I was told to call XXXX XXXX back at special phone number they gave me since this program was being adminsitered with their particpation, I was told that since I had been approved, they would have the temporary number & info in order to pay for my ticket. I did call and of course they did not have and refered me back to Citi Bank. I called back and was transfered XXXX times after holding approximatey XXXX mintutes per transfer only to be told there is nothing that can be done. Unfortunately every time I spoke with someone it was with obviously a foreign based operator which was next to impossible to understand. ( please be assured I'm not complaining about the XXXX XXXX operator 's, I speak with them all the time in my business, it's just that citi bank 's was either a terrible phone connection or very poor XXXX XXXX reps. ) I finally reached someone, obviously based in states, explained how I am now going on XXXX hours with this nightmare and he assured me that he was going to hold the line until he reached out to the proper people who would assist. Well I never heard back from him and about XXXX minutes later another XXXX XXXX XXXX  rep picked up the phone and kept saying hello, hello, obviously could not hear me and call was discontinued. Citi bank has displayed to me the absolute worst customer aservice that I have ever encountered in my life. It baffles me how they in conjuction with XXXX XXXX have this major program offered on both of their web sites and yet can not facilitate it!! During the effort to get this resolve I was refered back to XXXX XXXX a XXXX time and while they couldn't help, the rep stated that they have had countless complaints about this program and the inability to communicate with Citi Bank reps. Horrible experience and still no closer to being resolved.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation