Consumer complaint received 2020-11-10
Company: CITIBANK, N.A.
State: TX
Product: Credit card or prepaid 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:
below is the transcript from the online messaging with Citibank representatives : After being transferred to a supervisor and discussing Cashier Check payment vs other types of payments. a cashier check is like cash and should not be held for over 14 days for verification. requested where in their terms identifies holding a cashier check. It was stated that there is not a policy or terms showing this requirement. 
Complaint is that Citibank is placing holds on payments, specifically cashiers check, that they are not authorized to do and do not provide terms and or conditions allowing this to take place. 

Welcome to Citi Message Us. Please type your message at any time. 
why is there no available revolving credit after a payment made on XX/XX/XXXX for {$24000.00} You at XXXX, XX/XX/XXXX : You're now connected to : Citi Bot. 
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. 

Well, this is embarrassing. I can't handle such long requests yet. If you say something like " lost card '' or " dispute a charge '', then I can roll up my sleeves and get to work. 
Citi XXXX at XXXX, XX/XX/XXXX : explain no revolving credit listed on my account. 
You at XXXX, XX/XX/XXXX : I want to make sure I get it right. Do you see what you're looking for? 
Merchant Credit Timing Account Number Chat with a representative Citi Bot at XXXX, XX/XX/XXXX : Chat with a representative You at XXXX, XX/XX/XXXX : Sure thing. Tell me which account you need help with and I'll connect you to the next available representative. 


XXXX XXXX ... by Citi ... XXXX You at XXXX, XX/XX/XXXX : You are now being transferred to the next available representative. 
You're now connected to : XXXX. 
Info at XXXX, XX/XX/XXXX : Hello, XXXX! Thank you for chatting in today, allow me a moment to access your account. 

My apologies, I am experiencing technical issues and will need to transfer you to another agent. One moment. 
Latosha at XXXX, XX/XX/XXXX : You are now being transferred to the next available representative. 
You're now connected to : XXXX. 
Info at XXXX, XX/XX/XXXX : Hello, XXXX! I would be happy to look into this for you, one moment please while I review your account. 

Thank you for your patience! They payment of {$24000.00} has a hold on it that will be removed on XX/XX/XXXX and your available balance will be updated then! 
XXXX at XXXX, XX/XX/XXXX : i am trying to understand a 10 day hold for a cashiers check that was used for the {$24000.00} payment. that has already been cashed at my bank You at XXXX, XX/XX/XXXX : Payments may be held for verification for a number of reasons. These include, but are not limited to : a new bank account being added, if it is a new credit card account, multiple payments in a short period of time, an unusually large payment, or if a payment has previously been returned. 
XXXX at XXXX, XX/XX/XXXX : but this is a cash payment! 
You at XXXX, XX/XX/XXXX : It was a check that was much larger than your normal payments, which I believe is why the hold was put on the payment. 
XXXX at XXXX, XX/XX/XXXX : reason for asking this check is the same a cash, it is not a personal check or other type of payment. can you someone in management call me to explain or provided in your terms for holding a cashiers check form pf payment. 
You at XXXX, XX/XX/XXXX : I do understand that its extremely frustrating that this payment has a hold on it at this time. Ultimately the department that does that is there to protect our clients and accounts against anything that is outside the normal payment history on the account. So although its frustrating that its there we want to make sure that we are providing the best security that we can for everyone. With that department being closed at this time due to global events that are affecting all of us right now, those funds will be off of the hold by XX/XX/XXXX and at that point you will be able to access that line of credit. We appreciate your patience with us during this very difficult time. 
XXXX at XXXX, XX/XX/XXXX : i would like to speak to someone from management! 
You at XXXX, XX/XX/XXXX : I can absolutely get you a supervisor, but I do want to let you know they will not be able to release those funds for you. 
XXXX at XXXX, XX/XX/XXXX : you have my payment, but will not let me use my card. please have management call me. 
You at XXXX, XX/XX/XXXX : I can not have someone call you but I have reached out to a supervisor through chat to speak to you. 
XXXX at XXXX, XX/XX/XXXX : yes please. 
You at XXXX, XX/XX/XXXX : Of course, one moment please. 

Thank you for your patience, I will be transferring you to a supervisor now. I hope you have a great day! 
XXXX at XXXX, XX/XX/XXXX : You're now connected to : XXXX. 
Info at XXXX, XX/XX/XXXX : Hello XXXX. My name is XXXX, and I am an account supervisor in the messaging department. Please allow me a moment to review the previous conversation. 

Thank you for your patience. I completely understand your concern with the recent large payment being held for verification. Please keep in mind we do this for the protection of the account and I see it will be released on XX/XX/XXXX. 
XXXX at XXXX, XX/XX/XXXX : can you provide in your credit card terms where it states that a cashiers check can be held for verification. a cashiers check is cash! 
Now Hello XXXX. My name is XXXX, and I am an account supervisor in the messaging department. Please allow me a moment to review the previous conversation. 

Thank you for your patience. I completely understand your concern with the recent large payment being held for verification. Please keep in mind we do this for the protection of the account and I see it will be released on XX/XX/XXXX. 
XXXX at XXXX, XX/XX/XXXX : can you provide in your credit card terms where it states that a cashiers check can be held for verification. a cashiers check is cash! 
You at XXXX, XX/XX/XXXX : That is a very good question. 

The hold policy is not listed in the terms and conditions of the card, but it is a security precaution, on all accounts. 
XXXX at XXXX, XX/XX/XXXX : I would appreciate a policy statement for this precaution, otherwise I would like to have the payment posted immediately. a cash payment does not create a security precaution. 
You at XXXX, XX/XX/XXXX : I truly understand your concern here, unfortunately we are not able to remove the holds. 

I have filed a complaint on your behalf and captured your concerns there. 
XXXX at XXXX, XX/XX/XXXX : thank you and I will file a complaint with the Consumer Finance Protection Bureau. 
You at XXXX, XX/XX/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