Consumer complaint received 2021-08-06
Company: CITIBANK, N.A.
State: IL
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:
On XX/XX/XXXX, I applied for the Citi Custom Card for the sole purpose of using it for my wife 's birthday party on XX/XX/XXXX. 

On XX/XX/XXXX, I received an e-mail approving my request for their promotional offer and giving me a {$7100.00} credit limit.

Shortly thereafter, I received my card and a letter indicating the terms ( {$7100.00} credit limit, 0 % APR for 15 months ). 

I was able to use the card on XX/XX/XXXX XXXX {$250.00} ), XX/XX/XXXX ( {$79.00} ), and XX/XX/XXXX ( 3 transactions at the same restaurant for {$41.00}, {$60.00} and {$190.00} ). 

On XX/XX/XXXX, I used it at two different restaurants in the same neighborhood ( {$320.00} and {$120.00} ). When I tried using the card to pay for my wife 's party at a restaurant in the same neighborhood as the other two transactions above ( {$2500.00} plus tip ), it was DECLINED.

I immediately called the back of the card to ask why it was declined and was told they suspect fraudulent activity. I confirmed the purchase and asked they send an e-mail or text. They refused. They told me I had to wait for a letter in the mail that could take 7 to 10 business days. 

I called again on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. They refused to authorize the transaction and insisted I had to wait for the letter. On XX/XX/XXXX, they even called my XXXX card, verified my name, social security number, and address with all three of us on the call. This took over 45 minutes. After all was said and done, they STILL REFUSED to authorize the transaction because the name on the XXXX card was XXXX instead of XXXX. I was forced to make the transaction with a different card with a much, much higher interest rate. 

On XX/XX/XXXX, I called and requested that I be able to make a balance transfer with no fees because of all the problems with their card. Their normal fee is 5 %. THEY REFUSED! 

I have owned credit cards for over 40 years and I have great credit. NEVER, EVER have I experienced such issues and problems with a company. 

Furthermore, their Reps are difficult to understand and communicate with. On a couple of the calls, I asked for a supervisor or manager higher-up and was told there was nobody available.

Not only has my credit score been impacted by their inquiry, I was not even able to use the card for the reason I applied. To say I am angry is putting it mildly. First of all, it was an embarrassment to be declined. Secondly, I made purchases in the same neighborhood on the same night with no questions. Thirdly, I was nowhere near my credit limit. Lastly, they need a quicker way to authorize transactions.
They have questionable, unacceptable and unethical business practices and should be put out of business.

What I am asking for is for their inquiry to be removed from my credit score and a balance transfer with no fees.

Thank you for your time.

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