Consumer complaint received 2023-12-22
Company: CITIBANK, N.A.
State: NY
Product: Credit 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:
I believe that Citi 's practices credit card practices ( specifically as it relates to fraud alerts ) are inconsistent, unfair and deceptive. 

On Thursday, XX/XX/2023 XXXX XXXXXXXX XXXX EST, after trying to make a purchase online that was declined, I received a fraud notification via text message to call XXXX. After calling and being on hold for 2 min, I was told no representatives are available and the line was disconnected. 

I then called the number on the back of my credit card XXXX XXXX XXXX The representative was able to authenticate my account and reviewed several transactions confirming that there was no fraudulent activity. I was assured that my account was fine and ok to use. After hanging up with the representative, I attempted the transaction again and it was declined. 

I called back again at XXXX using the same number. The representative was unable to authenticate my account using the same information. 

I logged into my Citi app to view my account and there was a fraud notification with a number to call. I called that number ending in XXXX and spoke to a representative XXXX XXXXXXXX XXXX who was able to authenticate my account using one of the numbers previously provided. I repeated the process and after verifying the activity, which was already verified approximately an hour previously, I was assured that my card is ok to use and there are no longer any issues. I stayed online with the representative to try and submit the transaction using XXXXXXXX XXXX and it was declined. I was advised by the rep to type the card number in instead as the issue may be with XXXX XXXX. After typing in the card number, I submitted my transaction. 

This time, the declination took almost 2 hours. At XXXX XXXX I received an email from the merchant that the transaction was declined. 

I noticed this at XXXX XXXX and called all the same numbers and was told the methods used to authenticate is not working. I would have to wait for a letter in the mail to authenticate. 

I asked to file a complaint and was told they could not take a complaint until they authenticated my account. I asked for an explanation as to why am I receiving different information, and no one would tell me. 

The declinations on my account did not start happening until after I accepted an offer that popped up in my app for a lower interest rate for charges made for a limited time period on XX/XX/XXXX. It is the only reason why I even decided to use the card. Ever since then, my card has been randomly declined for purchases. The first two declines were on XX/XX/XXXX, of which I did not receive a fraud notification or communication from Citi. One was online and the other was with my actual card at a doctor 's office. 

I called different numbers for the credit card as I did earlier in the day at XXXX and XXXX and no one would help to file a complaint. I had to had to call the number on the debit card to be able to file a complaint. That complaint number is XXXX.

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