Consumer complaint received 2023-12-18
Company: CITIBANK, N.A.
State: CA
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:
On XX/XX/2023 I went to purchase an item from Harrods for roughly {$1000.00}, the transaction would not go through even though I completed an online purchase verification 4 times with the texted code I had received. I called an agent who verified my identity through text verification and he assured me it would work. It didn't. I went to XXXX 's and was trying to make a purchase of about {$1000.00}, the card got denied I got on with an agent and he said to verify that he would need to call me back ... ..he never called back, in the meantime I called Citi again XXXX and was able to get an agent who stayed on the phone and she verified my identity by keeping me on hold and calling me back on a different line, I was able to complete the purchase and she assured me that everything was going to be ok and that she would put a note that I would be doing individual purchases up to {$4000.00}. When I got home I did see an alert in my email from Citi Fraud department, I called and they said no issue it probably came over earlier. I tried to make another purchase from XXXX for roughly {$2000.00} and the card was denied. I called Citi and she said she would have to verify my identity by sending a letter that would be received in 5 to 7 business days. Are you kidding me, this is the same company that Fraudulently signed me up for a promotional program that requires spending {$10000.00} instead of {$7000.00} over 3 months which I was really upset about but now that I am well on my way to meeting the requirements of that promotion and I sent a complaint about that which was closed out all of a sudden my card doesn't work even though my identification has been verified 3 times. So basically I will be without the use of my card for a week during peak buying season for XXXX, all of those purchases that would have went towards my {$10000.00} promotional requirement can't be done. I find it hard to believe that none of this is connected. I have had many credit cards over my lifetime I have never seen anything like this. One of the agents before the last one told me that I could also go into a branch to clear all of this up and when I told this to the last agent she said that was no longer an option. I have absolutely had it with Citi, I transferred the money I had in my checking and savings accounts and now I this which makes no sense that I can't even go into a Citi bank and verify my identity. Why is my card still not working after talking with 5 representatives and my identification being verified 3 times. What's next I get the letter give them the code and this whole thing starts over again as I HAVE ALREADY VERIFIED MY IDENTITY 3 TIMES!!!!! They are not only the worst bank, customer service, credit card service they are the worst business I have ever dealt with!!!

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