Consumer complaint received 2020-05-20
Company: CITIBANK, N.A.
State: CA
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:
Name : XXXX XXXX Address : XXXX XXXX XXXX, XXXX . XXXX. XXXX, XXXX XXXX, CA XXXX Email Address :  XXXX What is the complaint about? 
The complaint is about my CITI credit card being declined for a {$620.00} transaction when my credit limit is {$7000.00} and when I have a XXXX balance in my account and consistently paying the entire amount of my past due balance way before the due date. In fact, I just paid my balance of {$690.00} out of my XXXX XXXX account electronically on XX/XX/2020 ( which is still due on XX/XX/XXXX ) that same day before I went to do this transaction with XXXX XXXX XXXX. 

What type of problem are you having? 
I was shattered by the disgrace of a declined credit card and have to experience aggravating inconvenience of a credit card paralyzed at the worst possible moment when I was in a situation that I have to be quicker to go back to my Assisted Living and monitor my elderly vulnerable residents. This is in spite of the fact that I havent had any derogatory record with CITI credit card company as I always ensure that I dont reached my credit limit, in spite of the fact that all information I gave them match my records, in spite of the fact that I havent missed any credit card payments and even pay my balance way before my due date, and in spite of the fact that my credit card is not expired. Few things are more humiliating than trying to pay for an item with your credit card only to be told the card is declined in addition to the embarrassment this cause me in a crowded store. 

What happened? 
This complaint is about an incident that happened yesterday, XX/XX/2020 at about XXXX XXXX at the XXXX XXXX XXXX when I was about to pay a {$620.00} worth of goods with my CITI Credit Card and to my surprise it got declined three ( 3 ) times. So, I called the CITI Customer Service and waited for about 10 minutes before I was able to speak to a representative. I identified myself politely and calmly stating my full name and explained the reason for my call but the lady representative wanted information about the account and routing number of the XXXX XXXX account I was using to pay my bills. I told her that I dont have in my possession my check book but she rudely insisted that thats the only way I could be identified. I replied to her politely if I can give my social security number or answer any personal information that I have on their file so I can be identified. But she straight up tells me that it would only be through my account and routing number that I can be identified. So I requested to speak to her manager and after several minutes of waiting I finally had Ms. XXXX ( Im not sure if I got her name right ). Ms. XXXX asked for my cell phone number so she can send me a code so that I can be identified. I gave her back the code number and so I was verified. She then assured me that my CITI card wont have any more problem. I closed the conversation and put in my card again to pay the {$620.00} and it got declined again. The store clerk tried to use another machine in another counter but to no avail. So I called CITI Customer Service for the second time and a male receptionist asked my name and the reason for my call ( I dont know why they would ask me same questions when the last call I had I was told that it was on a recorded line ) but I patiently gave every information they asked and once more I was asked for my account number so I can be identified. I must go online banking with XXXX on my cell phone just to get that information taking me about a couple of minutes to acquire it. After giving this information this male representative guaranteed that this time my card would be fine. I didnt hang up the phone while I tried using the CITI card and it got declined yet again. The CITI representative could not just figured out why my card kept getting declined and placed me again on hold for several minutes and came back telling me that he got it resolved, gave me a couple of reasons and have me tried the card again and it got declined for the 10th time. The customer service representative had me on hold for several minutes again and came back really confused and couldnt find any explanation why my card is being declined and then my call just got hanged up. I have no option but to pay my transaction with my XXXX XXXX debit Visa card. This CITI credit card company wasted 45 minutes of my time when I should be back to my facility and monitor my elderly residents in my assisted living knowing the current situation for the elderly population in the County of XXXX XXXX how they are so vulnerable to the Covid-19 virus. I waited for a call back all throughout that day, but no one called me back from CITI credit card company to explain what really happened to my card. What I got is a text message from Citi Costco Fraud Dept. with a note that they need to verify activity on my card and asking me to call them and specify case number which they indicated in their text message. 
I have been a customer in good standing with this credit card company as I pay my entire balance in advance way before the due date. In fact, I just paid them {$690.00} yesterday also and so I had a XXXX ( XXXX ) balance when I was doing this {$620.00} transaction with XXXX XXXX XXXX. I have a credit limit of like {$7000.00} in this credit company and I or anyone dont deserve this kind of poor service and more seriously deprived of a {$620.00} credit when I am not delinquent of any past due balance. 

What company is this complaint about? 
CITI Credit Card Company What are the people involved? 
CITI Credit Card Customer Service Manager and  Representatives I spoke with on a recorded line. No one of them resolve the issue and had any explanation why my CITI credit card is being declined. I was deprived of the highest customer satisfaction service. The CITI credit card company customer service personnel lack empathy. They should never ignore the importance of customer satisfaction and they should make their support easy to reach and equip their support agents with tools which provide access to the customer details.

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