Consumer complaint received 2019-12-13
Company: CITIBANK, N.A.
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
I applied for a Best Buy Credit card on XX/XX/19 and my application was not instantly approved. I had to unfreeze my credit report and perform additional fraud prevention verification with a representative over the phone. My application was approved and I made my purchase and also registered my account for online access. When I received my order, I tired to view my account online to confirm the total charges. The website said it was unable to see my account. I finally get my card in the mail on XXXX and I go online to try to register it to verify my account activity. It prompted me to call customer service. I get to a Fraud representative that informed me that my account is locked for further verification and I failed to respond to their contact attempts. 

Citi never called me, nor did I get any papers in the mail to reach them. She told me I would need the letter I was sent, or get ahold of my other Citi credit cards to get into the account. I explained that I was at work and didnt have access to the cards. She told me I would have to call back and refused to help. She then transferred me to XXXX in Florida with ID # XXXX. XXXX also refused to tell me what was going on, and also told me I would need the other cards. I explained they were in my car and I was unable to get them, but I do know the information she needs. She refused to take that information. She then raised her voice at me and told me to " GO GET YOUR WALLET '' while talking over me. I then told her I did appreciate her being rude and yelling at me - she told me " I am sorry that you feel that way. '' She refused to tell me my payment due date or if I had a payment due. I asked for her supervisor. XXXX told me they would tell me the same information. The new supervisor never apologized for XXXX 's behavior. She did have me verify my bank account information and was able to unlock my account and explained that they thought it was fraudulent. I asked her why XXXX couldn't ask me that - she stated she would have to provide feedback. 

Best Buy and Citi Bank made me feel like a criminal and treated me as if I was committing fraud. They clearly do not value their customers, nor do their Fraud representatives treat their customers with respect. I should not be degraded and yelled at by a CSR when calling to get help on my account. XXXX refused to help me and went out of her way to avoid the established Verification processes set forth by the bank to assist me with my account while her supervisor was able to easily assist. Citi should not also refuse to help me or provide me the information needed about the account that they did additional verification with and approved me for. Lastly, Citi also refused to verbally take a formal corportate escalated complaint via telephone and refused to provide a mailing address or fax number to Best Buy Corporate.

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