Consumer complaint received 2024-01-10
Company: CITIBANK, N.A.
State: VA
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:
XX/XX/XXXX Dear Madam or Sir, Two issues : 1. After XX/XX/XXXX, Citibank - MasterCard chose to Not renew my XXXX XXXX  Miles Up XXXX XXXX in XXXX. I received No email, postal mail or phone call to this effect from Citi MasterCard. When I called around XX/XX/XXXX, one of the Citi MC overseas customer representatives told me that my Card was not renewed owing to the high / maximum balance I was carrying on the card. While I was indignant at Citi 's decision, I chose not to contest it at the time even though I was making the minimum required monthly payments and had not turned delinquent at any time for more than one month. Late last year / month in XXXX, I vigorously challenged Citi MC customer service as to why in the online portal, my account says I have available credit of whatever many dollars available when my card itself was Not reissued to me after XX/XX/XXXX - See attached screenshot document! 

To me the above is unethical, unfair as it misled me into attempting to charge certain expenses online ( but the credit card would get rejected within the system ). 
Had some embarrassing situations along the way for no fault of mine. 

Citi MasterCard owes me meaningful multiple Credits for the above mismanagement and stresses/ loss of face on business & social occasions caused to me when attempting to pay with my now ex-Card in XXXX and XX/XX/XXXX. 

2 Since XXXX ( XXXX ) I have been XXXX  ( my home is in XXXX - XXXX, VA ) tending to everything healthcare and home related, on behalf of my aged parents who are now XXXX and XXXX. My father is ailing with XXXX XXXX and my mother is ailing with an XXXX  XXXX that has XXXX XXXX XXXX XXXX useless for now. 

Being an only child, I have been stuck XXXX  for almost three months and having to handle all medical issues, coordinate medical purchases and XXXX  XXXX and XXXX  for both parents. This has upended everything all-around for me since coordinating medical and home matters for XXXX XXXX  parents simultaneously is a Full-Time Unpaid job per se. 

My business in the US has been put on hold until XXXX or XXXX at least. That is my only active source of income. 

Therefore, I attempted to reach Citicard MasterCard multiple times since XXXX but even though I am roaming on my XXXX XXXX  phone, I could not get through any time to a humanoid customer representative - Their AI based automated response system seems set up to pre-empt customer calls. 

I appreciate that Citicard also has been attempting to reach me but when I pick up the call goes dead on the calling end I believe. 

A few hours ago I finally got through on a return call attempt on Citi 's XXXX phone number. First spoke with XXXX and articulated my emergent and on-going parental care related hardship that is consuming my time completely. I asked to close out my credit card formally along with a low monthly payment extended debt repayment plan.. 

At my asking XXXX transferred me to an Account Management rep. name XXXX. As I was answering XXXX 's questions aimed at determining my hardship based monthly payment, I stopped hearing XXXX 's voice. After 3 to 4 minutes I had no choice but to hand up. 

In the meantime, my account keeps getting hit by new fees / late charges and add-on penalties at a time in my life when I can ill afford such chaotic discourse.. 

Request Citi Cards to Immediately call me after XXXX XXXX  XXXX XXXX and until XXXX XXXX  EST on my mobile number XXXX and / or Email me to pratshere @ XXXX XXXX I urgently need to be on a placed on a cancelled credit card debt Repayment plan for As Low An Interest Rate as possible.. 

At this point I want to simply Close my Citi MasterCard ending in XXXX and pay off the $ XXXX balance over 5 years with an option of partial or early repayment of the principal amount or any fraction thereof. 

Can Citi Card extend me the courtesy at least of a LOWEST interest rate repayment plan with first payment due in XXXX? 

Many thanks, sincerely, XXXX 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