Consumer complaint received 2018-04-25
Company: CITIBANK, N.A.
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I opened a XXXX XXXX Credit Card in the Fall of XXXX. In XXXX I had the new tires installed on my XXXX vehicle. I also purchased the Alignment and Balancing program. 
This would allow me to visit the store and not pay for any additional alignments or balancing for a certain period of time, so there would be no reason to use the credit card unless I needed a muffler, brakes, oil change or another tire. My XXXX vehicle had XXXX miles on it and was under the XXXX Extended Warranty. 
Being a woman I've always purchased the extended warranties with my vehicles. 
It just allows me to breath easier paying a {$50.00} copay vs {$1500.00} unexpected charge. 
In XXXX I set up automatic payments for the above mentioned purchase. The final payment was made in XXXX of XXXX. The reason for taking the credit card was to receive the 6 months finance free program and an additional monetary discounts. 
In XXXX of XXXX I traded the XXXX in for a late model XXXX. The only thing I could see needing in about 1 1/2 years would be tires, because the XXXX too is covered by the manufacturers extended warranty. I began shopping for tires in XX/XX/XXXX. Every time I visited the XXXX XXXX website I couldn't find a deal or tire in my price range. Finally in XXXX I called and spoke to a female at XXXX XXXX XXXX to make her aware that the XXXX site stated that a tire they carried was designed for my vehicle and that the website wasn't programmed to allow it to come up for purchase. Although the tire is stocked by XXXX XXXX. I was in dire need of getting tires. I contacted XXXX at XXXX XXXX at the headquarters on XX/XX/XXXX and he arranged to have the tires at the Tire Kingdom, XXXX XXXX XXXX, XXXX XXXX, Fl XXXX for Monday, XX/XX/XXXX. 
The deal I was to get was a total of {$700.00} for 4 tires, installation, removal of old tires, and tax. The rebates I was offered was for {$50.00} off a purchase over {$200.00} and 6 months free financing for using my XXXX XXXX Charge Card. I would have never made this purchase without the use of my credit card and the 2 offers. 
I brought the car in the tires were installed. I went up to the desk to conclude the sale and put my card in twice and it came up declined. We contacted Citibank and got the girl in the XXXX. She really didn't know much, but she stated the card was closed. 
I asked when? She said XXXX of XXXX. I asked why? For in activity. I asked why wasn't I notified? She said they mailed me. I never received a piece of mail from anyone regarding this. If it was so important, why didn't they just send me a post card? 
I would have come in and put washer blades on to prevent this from happening. 
We asked for her to escalate this to a USA Citibank Manager. The man we got just reiterated the same information. We asked for the CEO, but got a woman named XXXX in XXXX, ID. I asked for her manager, but in the two days trying to contact her XXXX will not escalated anything past her, although she can not do anything for you. 
The saddest thing is that XXXX XXXX Executives have no idea that their customers are being treated this poorly by the Citibank. I AM ONE WHO BELIEVES IN NOT REWARDING BAD BEHAVIOR! They kept telling me to fill out the paperwork and reapply again. I told them I wanted this account to be reopened. I had a XXXX balance, and had did nothing wrong to be treated in this manner. At this time I can not reapply for credit, because I need to apply for a HUE mortgage. I spoke to XXXX at XXXX XXXX Customer Resolution Center. They tried to get in touch with a XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, and CEO XXXX XXXX XXXX, but they all seem to be out traveling. XXXX XXXX XXXX the XXXX XXXX Store Manager reached out to his divisional and VP. 
I needed to leave to get to XXXX XXXX XXXX XXXX recognion dinner and didn't want to make my boyfriend who is a XXXX late. I gave XXXX my keys and asked him to lock the vehicle in the bay. We also retrieved all the old tires, so if needed they could be put back on the vehicle. 
On Tuesday, XX/XX/XXXX I reached out to the executive offices Citibank. This is another inept group of personnel. I was contacted to an XXXX, who I gave my name, credit card number, and last 4 digits of my SS #. We were disconnected. She didn't bother to call me back, although she looked up my info and had XXXX for XXXX, ID call me back, the very person I was calling to file a complaint against. XXXX opened my file, why didn't she give me the courtesy of the callback? Thirty minutes later I got through to a XXXX. This gal just kept reiterating the same thing. The CEO and VP 's of Citibank have no clue how poor this line of personnel in executive care is trained. No empathy! They don't have a clue how I have been inconvenienced and their customer XXXX XXXX being represented. Especially the potential loss of the XXXX XXXX 's good customer. 
When I returned home later that evening I checked for any correspondence from Citibank on my computer. I found the letter in the SPAM file. I tried to open it, but because the account is closed I have no access to any of the documents. 
These Citibank Personnel are brain washed. They think all their procedures are set in stone and without the ability of improvement to be rectified for a better outcome. They are not people that can think outside the box! 
By Citibank allowing their employees to behave in this manner, they are creating more work and hampering the customers they are set out to serve! 
I just paid my {$2000.00} Long Term Care Premium and I don't have the money to pay for the tires, without the use of my XXXX XXXX Credit Card. 
Today is Wednesday, XX/XX/XXXX and my vehicle is still at XXXX XXXX. 
XXXX the store manager wasn't in today, but tomorrow I have arranged an XXXX to take me to my interview and have a ride to the stadium for the XXXX 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