Consumer complaint received 2023-05-10
Company: CITIBANK, N.A.
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
this complaint relates to multiple issues ( statements/data, fees, interest, customer service ) we've encountered with our Citi/AAdvantage Platinum Select XXXX XXXX XXXX 

* we used to be able to see our chat history on citi.com, but citi has since removed this feature ; we do not otherwise have records of prior chats to provide. 
** i have since gotten a new cell phone, and do not have access to my call history to provide you with records. 

1. most importantly to us, we have not been able to get an accurate .csv export of our account data since XXXX when we export .csv files from our account, the data does not match what is reflected our our statements. we have tried to address this multiple times -- via chat* and via telephone** -- with citi. we have been told " technical assistance will call you '' but this has yet to happen. 

as consumers, we deserve to have access to accurate data, and to be able to trust that citi is appropriately managing our account -- and what they report to credit agencies. 

2. beginning in XX/XX/XXXX, we have frequently encountered " system issues '' when attempting to make debit card payments via telephone. miraculously (? ) these " system issues '' are resolved after the payment due date ; however, we are then charged a late payment fee and ( likely ) interest. 

we both want the interest and late fees to be refunded. it's also interesting how frequently citi 's telephone system is unavailable -- and specifically for making debit card payments, which technically cost citi money. 

as consumers, we deserve to be able to make our payments via the method of our choosing, within reason, and to not be charged fees because of citi 's technological issues and/or because citi is trying to recoup fees it is charged for debit card payments. 

3. going back to XX/XX/XXXX, we had found fraudulent charges on our account and reported them to citi XXXX while this issue was eventually resolved, it appears that we may have been charged interest on these fees at some point -- and because we have not been able to access accurate data, we can not confirm this. 

the late fees and interest charges likely carry a cumulative effect, thus costing us more money over time. 

as consumers, we deserve to have fraudulent activity taken seriously and resolved efficiently, and to not pay for fraudulent purchases. 

4. we have brought this to citi 's attention on multiple occasions -- via chat and telephone calls. we are never given a quick answer, rather placed on hold for a length of time and/or told that someone will call us back. to our knowledge, we have never received a phone call from citi customer service/tech support that addresses any of these issues. 

as consumers, we deserve expedient service from our financial institution. 

5. citi publishes on its website that consumers can " View and download statements for the past 24 months. '' however -- for us -- citi provides only *5* months of statements. where are the other 19 statements?? 

**** over the past three years, we have spent so much time and energy trying to address these multiple issues with citi. not only should we not need to spend our time and energy in this way, but these issues aren't even addressed let alone resolved! 

my first career was in XXXX and XXXX XXXX, and with various responsibilities in XXXX XXXX and XXXX XXXX. citi 's actions here and their lack of response over time would have been completely unacceptable! 
as consumers, we deserve accountability. 

and, perhaps most importantly of all : if i have the privilege and access to be able to manage my money like this -- and even spend the time trying to address it with citi -- and i **still** encounter such difficulty, then how is citi treating the consumers who *don't* have the same privilege and access that i do???

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