Consumer complaint received 2020-07-13
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Problem getting a working replacement card

Complaint:
Late XX/XX/2020 : Realized CC expired but never got notifications that replacement issued. 
XX/XX/XXXX : contacted citi card online via chat bot ; agent looked into replacement card issued and said card not issued because of credit bureau reporting. Explained to agent that my card account was never bad shape and dont know why Citi refused a card. Did not get it in writing. Continued to pay card. 
XXXX- XX/XX/2020 : called Citi on 3 occasions and was told I would be getting a replacement card soon due to error in system. Each conversation took at least 30 mins. Each time an agent would apologize for bank error. Was told to wait 7-10 days for replacement. Last agent confirmed that account was closed in error by bank and they will fix the issue and send me a new card. Checked on my app ; new card number issued 2 times. 
XX/XX/2020 : decided to visit local branch to resolve issue. Branch manager helped and was surprised that while I was receiving correspondence by mail from Citi but still no card issued. Last mail correspondence received was in late XXXX on change APR rates. Bank manager was surprised and connected me to a card services immediately and explained the issue. Representative on the phone confirmed to me and bank manager that account was closed in error and Citi will have to reopen it. I went through the steps to reopen the account over the phone. Agent they said that its up to card services to approve. I disagreed saying that I didnt ask to close the account and what Citi is doing after 2 months of back and forth, is discriminatory. Bank manager sympathized with me. Agent agreed it was a bank mistake on having the account closed. I questioned why then the prior agents continued to assure me a replacement card would be sent out if the account was closed? It was even recorded on my Citi app. Was told to wait for call or correspondence the following week from Citi on outcome. I spent 1hr 15mins at the branch. 
XX/XX/2020 : Got a voicemail form Citi to contact them. Returned the call and agent from Fraud dept named XXXX connected with me. Upon review of notes, she said the voicemail was to inform me that Citi denied my new account that was processed at the branch. I explained to her what when wrong. She was also unsure why the call was directed to fraud. She reviewed and found some questionable issues with the communication. She then told me shell review the matter with a supervisor. She got back to me and told me she was instructed to contact card services to resolve the issue. The mistake was made in error by Citi and theyll try to resolve it. I was put on hold for almost an hour while she tried to connect with card services. Finally I was connected with another agent and she didnt know who XXXX was. She had to review my case again. After 10 mins she said she understood the issue but need to put me on hold so that she could connect to card services. After 15 mins, another agent came on the line and the call went dead. I had spent 1hr 30 mins on the phone!

My point is : I never asked to close the account. Each time, Citi reps confirmed to me that the account was closed in error.

Card had expired and no replacement came.

Promise of new card and number was issued. 
Citi practiced discrimination towards me by closing my account because it felt that the credit score was low. But Citi did not inform me of actions but instead mislead me for almost 3 months, even though I continued to receive mail notifications of APR recently. 
Seeking CFPB to resolve this damaging practice by Citi.

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