Consumer complaint received 2022-04-18
Company: CITIBANK, N.A.
State: IN
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
Account # XXXX XXXX XXXX XXXX XXXX : XXXX XXXX ( Me XXXX Company : XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IN XXXX Phone : ( XXXX ) XXXX To whom it may concern : I was granted this credit line for Home Depot Commercial Account through CitiBank for {$2500.00}. Please see ( Exhibit A ) ( Exhibit A ) Cleary show all company info as well the phone number for the company. 

( Exhibit A ) Also shows in the highlighted area that this account can be used to purchase gift cards. 

XX/XX/2022 - I received my permanent card. 

XXXX I went to Home depot to purchase gift cards for an XXXX Function for my company that we were having for the community. I spent well over 2 hours in store, only to be told it was red flag thrown up because I was purchasing gift cards and that they couldn't verify me because the system wouldn't allow them to send me a text. 

XX/XX/2022 - I asked to speak to a supervisor for the verification team whoever I spoke with was unprofessional and in clear need of more people skill training. Once, I asked for an employee number and her name, she started to find ways to go off course to end the phone call. It was ultimately ended about XXXX mins after I got off the phone. Since this was a company phone the phone call was being recorded on our end as well. 


XX/XX/2022 - I called this department again who then told me i would need to go back in store to do this process again. Once again about an hour and a half later, I was told I could use the account because the system could not verify my number. 

This whole situation with account is XXXX. and I will be filing a FTC and FCBA complaint next as well as speaking to our lawyer about this mishap and the unconvinced this has caused. Since this account is administered by Citibank I'm holding Citibank accountable for damages, if this situation does not get corrected o satisfaction. Company credit was ran, verification was done over phone prior to approval of account, I received my application status and approval at the same number Citibank stated that they couldn't not verify me on. The number XXXX is completely up and running I can make calls, received text, send text etc. like a phone is supposed to. This has got to be the most unprofessional experience I have ever had with a credit account. Even if you couldn't " verify '' the number which is false, what was the point having me verify all of my personal info, show ID, give EIN number etc. 

Also, I believe that Citibank might be using a third party company to try and verify information which is incorrect and misleading especially since it was not made known that this was the case. < -- Don't have a problem with this other that the fact that it's not made known and deceptive. Also, I would like to know very specifically why the phone number on file was not able to verify the account when this phone number is the ONLY phone number attached to ( ( ( ( ( ALL ) ) ) ) ) Company Credit reports?

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