Consumer complaint received 2020-04-27
Company: CITIBANK, N.A.
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I have not received my CC yet, I have attempted to call CitiBank multiple times, their automated system hangs up without connecting me to a human. The web page online chat does not connect to a human before the system times out ( see attached conversation below ). The phone app performs just as well as the web online chat. Disconnects prior to connecting with a human. 

I have a bill to pay. I can not register the card because I have not received the card. I can not pay the bill until it is registered. When I log into my CitiBank account that card is not there, but I am receiving e-mails telling me my payment is due. 

I refuse to allow CitiBank 's screw up in not delivering my CC, thus preventing me from registering the card, and thus not being able to make payments to place a negative mark against my credit score. 

You at XXXX, XXXX XXXX : CC did not arrive in mail Info at XXXX, XXXX XXXX : Please do not share sensitive account information, such as your security word or expiration date here. This session may be recorded or monitored. 

Citi Bot at XXXX,XX/XX/XXXX: We are experiencing longer than normal wait times. You can leave your message here. Be as descriptive as possible, so that we can provide a complete answer when we are available to reply. 

You can also Message Us in the Citi Mobile App. Just click X on the conversation window and send us a message in the app. You'll receive a notification on your mobile device as soon as an agent responds. 

Info at XXXX, XXXX XXXX : Youre now being transferred to the next available representative. 

Sorry, looks like our wait times are longer than usual. Someone will be with you shortly. 

Info at XXXX,XX/XX/XXXX : You're now connected to XXXX. 

XXXX at XXXX, XXXX XXXX : Absolutely, I'll be glad to help you. At Citi, your satisfaction is our top most priority. Allow me a moment let me pull up your account and take care of this for you today You cam request the new card using the below steps in case you face issue please let me know. 


Please select Services tab at the top. Select " Credit Card Services '' Then select Replace Lost/Stolen Card. Then select the forth option " Request replacement card ''. 

Conversation closed by the agent at XXXX, XXXX XXXX : Citi Bot at XXXX,XX/XX/XXXX : Before you go, please take our 3-question survey. Your feedback helps us serve you better. 

1. Based on your experience with Live Chat, how likely are you to recommend Citi to a friend or colleague? 
Choose a number from 0 ( not at all likely ) to 10 ( extremely likely ). 

Citi Bot at XXXX, XX/XX/XXXX : The survey has expired. Thank you for your time. 

You at XXXX, XXXX XXXX : card not arrived, account for new CC not showing on web page. 
Info at XXXX, XXXX XXXX : Please do not share sensitive account information, such as your security word or expiration date here. We may send you a secure electronic form to collect this information. This session may be recorded or monitored. 

Citi Bot at XXXX, XX/XX/XXXX: We are experiencing longer than normal wait times. You can leave your message here. Be as descriptive as possible, so that we can provide a complete answer when we are available to reply. 

You can also Message Us in the Citi Mobile App. Just click X on the conversation window and send us a message in the app. You'll receive a notification on your mobile device as soon as an agent responds. 

Info at XXXX, XXXX XXXX : Youre now being transferred to the next available representative. 

Sorry, looks like our wait times are longer than usual. Someone will be with you shortly. 

Info at XXXX, XXXX XXXX : You're now connected to XXXX. 

Info at XXXX, XXXX XXXX : Sorry it's taking longer than expected to reply. A representative will respond shortly. 

XXXX at XXXX, XX/XX/XXXX : Welcome to Citi Live Chat. Thank you for choosing Citi as your preferred bank. Please allow me a moment to review your message and help you You at XXXX,XX/XX/XXXX: Been trying since Monday to get ahold of this company. Zero text, zero call backs, zero emails. Getting very upset. Expect a call by end of business today Info at XXXX, XX/XX/XXXX: Sorry, looks like our wait times are longer than usual. Someone will be with you shortly. 

Info at XXXX, XXXX XXXX : You are now connected to : XXXX XXXX at XXXX, XXXX XXXX : Good morning XXXX, I'd be more than happy to assisit. How can I help you today. 

You at XXXX,XX/XX/XXXX : Are you still there. Can not wait 1.5hr for response Hour Info at XXXX,XX/XX/XXXX : Sorry, looks like our wait times are longer than usual. Someone will be with you shortly. 

Info at XXXX, XXXX XXXX : You are now connected to : XXXX XXXX at XXXX, XXXX XXXX : Hi, Hope you are doing fine! 

can you please give me a moment XXXX at XXXX, XXXX XXXX : Since you are not available to contact us at this time we are closing the chat and your chat history will be available for the next agent so that we can solve your queries, Thanks for the patience and extended support, WE are here to help you 24/7, You can also call at our phone support and we do have a call back feature where you can press 1 and we will call you, take care of your self and stay safe Conversation closed by the agent at XXXX, XXXX XXXX : Citi Bot at XXXX, XXXX XXXX : Before you go, please take our 3-question survey. Your feedback helps us serve you better. 

1. Based on your recent experience with messaging, how likely are you to recommend Citi to a friend or colleague? 
Choose a number from 0 ( not at all likely ) to 10 ( extremely likely ). 

Citi Bot at XXXX,XX/XX/XXXX : The survey has expired. Thank you for your time. 

You at XXXXXX/XX/XXXX : 0 Info at XXXX, XX/XX/XXXX : Hi! Nice to hear from you again! 

Please do not share sensitive account information, such as your security word or expiration date. This session may be recorded or monitored. 

A representative will be with you in a few minutes. 

Sorry, looks like our wait times are longer than usual. Someone will be with you shortly. 

Info at XXXX, XXXX XXXX : You are now connected to : XXXX XXXX at XXXX, XXXX XXXX : Hello XXXX! Hope you are doing well! 

Apologies about the delay, we are having huge volume in chats and less man power to support and help you during this current situation. 

XXXX at XXXX, XX/XX/XXXX : Upon checking your account ending in XXXX, I found that there are no new cards issued as of now, May I know the reason your new card request for the account ending in XXXX? 

I'm sorry abou tthe lack of communication, I will take your responses as feedback and raise a complaint from my end on your behalf, XXXX XXXX at XXXX, XXXX XXXX : give me a human Info at XXXX, XXXX XXXX : Please do not share sensitive account information, such as your security word or expiration date here. We may send you a secure electronic form to collect this information. This session may be recorded or monitored. 

A representative will be with you in a few minutes. 

Sorry, looks like our wait times are longer than usual. Someone will be with you shortly. 

You at XXXX, XXXX XXXX : human human human now You at XXXX, XXXX XXXX : your XXXX  program refuses to deliver my copy/paste from your e-mail about the bill i can not pay because your company refuses to answer phones or chat requests do the job you are paid to do your chat system is horrid Your statement is available online - make or schedule your payment now Inbox x Citi XXXX XXXX Cardmember since 2020 Account ending in XXXX View your monthly statement now Hi, XXXX. Your Citi Diamond Preferred Mastercard statement is on its way. If you'd like to have a look before it arrives in the mail in 7-10 days, register for Citi Online so you can view it immediately. Once you're registered, you can schedule your payment or enroll in AutoPay right away. 
Statement Summary Statement Date : XX/XX/2020 Statement Balance : {$4000.00} Minimum Payment Due : {$61.00} Payment Due Date : Saturday, XX/XX/2020 Available Credit : {$1700.00} Register Now View Statement human now You at XXXX, XXXX XXXX : looks like i have no choice but to contact state attorney offices in South Dakota and Florida as CitiBank seems bent on refusing to contact customers in a reasonable amount of time. 
Info at XXXX, XXXX XXXX : You're now connected to XXXX. 

XXXX at XXXX, XX/XX/XXXX : Hello XXXX! We extend our sincerest apologies for the delayed response. We thank you for your ongoing patience and I hope you are safe and doing well. 

Thank you for messaging us, understand you are unable to interact with us currently. Your conversation will be saved for you and our team, so we can pick up where we left off with you. We are available 24/7 at your service. Thank you for being the best part of Citi! 

Conversation closed by the agent at XXXX,XX/XX/XXXX : Citi Bot at XXXX, XX/XX/XXXX : Before you go, please take our 3-question survey. Your feedback helps us serve you better. 

1. Based on your experience with Live Chat, how likely are you to recommend Citi to a friend or colleague? 
Choose a number from XXXX ( not at all likely ) to 10 ( extremely likely ). 

Citi Bot at XXXX,XX/XX/XXXX : The survey has expired. Thank you for your time. 

You at XXXX, XXXX XXXX : a human in under 10min, or you can XXXX  out all balances on all cards for failing to do your job. Im done with your worthless communication skills as a company Info at XXXX, XX/XX/XXXX : Please do not share sensitive account information, such as your security word or expiration date here. We may send you a secure electronic form to collect this information. This session may be recorded or monitored. 

A representative will be with you in a few minutes. 

Sorry, looks like our wait times are longer than usual. Someone will be with you shortly. 

You at XXXX, XX/XX/XXXX : 6 min left 4 min left 2 min left You at XXXX, XXXX XXXX : thats been 10 min. typical of Citi to provide zero support for this major issue. As a result you can now count the debt for the new CC as zero and eat it. I am done with you.

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