Consumer complaint received 2023-03-21
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
On XX/XX/2023, I called customer service number XXXX to request a replacement card as instructed in a Citi email I received on XX/XX/XXXX informing me that if I did not use my credit card by XX/XX/2023 then my account would be closed. I spoke with a customer service agent to request a replacement card, and during the call I requested my phone number and address be updated as I had moved and changed my phone number. The customer service agent validated the updated phone number and address. I also received a Citi email on the same day of the call, XX/XX/2023, confirming my phone number and address were updated. Today, XX/XX/2023, I decided to use my credit card to keep the account open, so I went to the website referenced in the Citi letter with the attached new replacement card to activate it. The website confirmed successful activation. I then went to purchase concert tickets through XXXX. I tried twice to purchase tickets, but received an error from XXXX 's website saying the card was not valid. I contacted customer service by calling the number on the back of the replacement card at XXXX and I spoke with a customer service agent who stated she could not validate my account with my new phone number. I asked to speak with a person above her, and was referred to a supervisor who repeated the claim they could not validate my account with my new phone number and stated a letter would be sent in the mail in 5 to 7 business days. I asked to speak to someone above her, and I was told at XXXX XXXX XXXX that a manager would call me back. I requested the reference number for the call, and the supervisor provided the reference number. I waited an hour, and I called the number on the back of my card again. I spoke with an agent who said the manager would call me back. No call back. Why is my access to credit being held hostage when I have already provided a new number, activated the account, and passed all security checks? Today, XX/XX/XXXX, I called the customer service number again, and spoke with XXXX. I explained to XXXX that I had not received the letter as promised in 5 to 7 business days since my last called with customer service on XX/XX/XXXX. I explained to him that it is important that my account not be closed as scheduled by Citi on XX/XX/XXXX due to the fact that I am trying to buy a house now, so I do not want negative changes to my credit. He placed me on hold to ask his manager if he could override the security checks, and he claims his manager told him no. He went on to tell me to wait for yet another letter, but when I asked if my current address was the one it would be sent to, he stated he could not verify yes or no and that the address on my credit report would be the one he would send it to. He also told me when I asked about the address on my credit report he could not share the address with me. I told him I did not care anymore to go through this process, thanked him for his time, and hung up.

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 non-monetary relief