Consumer complaint received 2017-10-15
Company: CITIBANK, N.A.
State: AZ
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX, I made a charge for XXXX to the XXXX XXXX XXXX XXXX XXXX ( I am an XXXX XXXX XXXX  ) for my dues. Later, while logging into the account from my XXXX, I was told that there was suspicious activity on my account and I was notified to call a number. 

I called that number yesterday afternoon on XX/XX/XXXX and spoke to a Citibank representative who stated that he cleared the purchase and that he will take off the alert - this was around XXXX XXXX  PST. 

Today, the alert was still on my account. I made a phone call at XXXX XXXX on XX/XX/XXXX and spoke to XXXX at Citibank who told me he would have to review the information since there was a significant amount of information. I told him there was no fraudulent activity at all as I just logged in. Further, I told him I am traveling to XXXX for professional reasons ( give a talk on XXXX XXXX XXXX XXXX XXXX ), and I need that card to be active. XXXX HUNG UP ON ME. I have the phone call log on my phone. I was not rude nor did I swear during this phone call. 

Later, on XX/XX/XXXX, I called back and spoke to XXXX at XXXX XXXX. She would not give me her employee ID nor would she give me a reference number for the phone call. She put me through to her supervisor XXXX who told me that she could tell me any information about my account because the phone call on record was DIFFERENT than the one I was calling from. I went online and told XXXX that the two phone numbers on the Citibank system were both valid numbers and I was calling from one of them! I told her to call me back at one of them, and she refused! I asked her how I can rectify the problem, and she stated that I had to call the credit bureaus and update my phone number. I have never been told this before by any credit card company - especially after I have been using the card, and my profile has the correct address and phone number x TWO! I told her that this is impossible on a weekend, and it seems as if there is some crooked activity on behalf of Citibank since I own another Citibank card and have no alerts on that card ( it was activated at the SAME time ). She refused to budge and help me. I told her that she is not helping the customer at all. 

I called all 3 credit bureaus and they all have my correct phone number on record. This puts me in a position where I can not use a credit card and the company will not resolve the issue. Nor will they tell me how I can resolve this. I have excellent credit and very honest - however, I can assure you that this is the most incompetent service of any credit card company I have ever seen. 

Lastly, and most importantly, I have filed a previous complaint regarding this exact SAME company over the EXACT SAME THING weeks prior. They put a fraud alert on my card, and would not let me take it off! I had to conference a XXXX XXXX XXXX employee with the Citibank to confirm my identity. And now, they do this. Please explore your records, and you will find the complete report. Citibank had a mediocre response to the event. 

Please understand that this incompetent behavior and " overtriage '' of activity results in significant trouble for hard-working individuals like myself. I have no credit card to use in XXXX, and was asked to give XXXX XXXX there as well as assist in XXXX. None of these employees have that responsibility nor do they understand the repercussions that this event has caused. How would they like it if someone randomly froze their cards and would n't give them an opportunity to correct it! 

I have screenshots of all the messages I sent to Citibank, and I also recorded all the conversations over the phone. The individuals involved were told that they were being recorded by myself for each conversation per law ( which varies from state to state ). They all acknowledged it is ok - further, their calls are supposedly time-stamped and recorded. I did this, in case there are any legal ramifications of my trip. 

I am happy to supply more concrete evidence to back my case if CFPB so requires. At the end of the day, you have some incompetent individuals behind a phone who think they are untouchable and not accountable to customers who are compliant. At some point, there should be accountability via warnings or termination. Further, Citibank should do quality control on their fraud department to improve this process so professionals like myself are not left in situations like this. 

I have had XXXX XXXX cards and other credit cards and never experienced this sort of incompetence before. I am terminating these cards ASAP and obtaining another company 's cards, but I want record of this company 's terrible customer service. I hope each of these individuals suffers a similar, or relatable, plight one day so they can understand that what goes around ... .comes around. 

Please see below for screenshots of messages sent to Citibank today via SECURE MESSAGE CENTER I am also in the process of discussing this with my state senator/representative to investigate this issue as this has happened to many others : XXXX XXXX XXXX   Lastly, I am looking into legal recourse as this latest issue on behalf of Citibank may have some XXXX XXXX issues with my XXXX XXXX and XXXX XXXX in XXXX. All conversations were recorded legally with consent and are admissible as evidence.

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 monetary relief