Consumer complaint received 2021-06-02
Company: CITIBANK, N.A.
State: AR
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:
On or about XX/XX/2021, I placed an online order with XXXX for a refrigerator. The purchase was made using my Citi AAdvantge Card. On XX/XX/2021, at XXXX XXXX I received a fraud alert from Citi Cards asking if I was trying to make the referenced purchase. I did not immediately see the message, when I did see the message I indicated via the message system that I did try to use the card. I then received a second e-mail stating the purchase was declined, but the card was now ready to use. 

We contacted XXXX customer service to explain why the card was declined and to reinstate the purchase. The wait times for XXXX Customer service are over 1 hour. Additionally, the appliances are placed back in a queue if not shipped when payment is made- delaying delivery. The average wait time for appliance deliveries is around six weeks. ( Order number XXXX. The amount of the purchase was {$1800.00}. ) On or about XX/XX/2021, I received an e-mail confirmation of the order. On XX/XX/XXXX at XXXX XXXX, I received a fraud alert from Citi Cards. It indicated I needed to contact their fraud number at XXXX. I phoned the number and spoke to a representative. I explained that the purchase was again declined. I also explained the long wait times to get appliances and that I did not have a refrigerator to use. I was assured the card was ready to use. We contacted XXXX and explained the situation. They indicated that they would rerun the card and ship the appliance as soon as possible. 

On XX/XX/2021, I received a fraud alert indicating I needed to call the previously mentioned number. It should be noted this message was received at XXXX XXXX and I did not see it until later in the morning. I again phoned the fraud department of Citi Bank. The representative acted as though this was the first time this issue was raised. I asked that she please read the computer transcript so she would understand the issue. She indicated that she could stay on the line if I wanted to call XXXX and have them authorize the purchase. I explained that you cant just call XXXX ( as previously stated, wait times are over XXXX hour for customer service ). I tried to get the representative to explain how I should resolve this issue. She said the card would be unlocked until XX/XX/XXXX ( as I recall ) and XXXX would have until then to run the card. I explained that there is often a long lag time from when the card is authorized and when they charge the card for shipment. 

At this point, I told her I understood she could not do anything else and I asked to speak with someone who had the authority to assist me. She stated she would contact a supervisor and I could speak with them. Eventually, I heard someone on the line but was unable to hear who it was. After several seconds I heard some intermittent background noise and a clicking sound. I asked several times if anyone could hear me, but did not receive an answer. I stated that I couldnt hear anyone speaking and held the line for several minutes, after which it was clear I was no longer connected. 

We attempted to phone XXXX again, but the representative was not immediately able to determine if the order had been completed. I do not know if the order went through and will have to wait to call XXXX later to see if the order status has been updated. 

Complaint : 1. Citi Cards is not upholding their financial duties and has essentially denied me the use of my card. This despite the fact I pay my card balance in full every month and have never had a late payment. I maintain a FICO score of over 800. I have met all terms of the Card use agreement and expect Citi Cards to meet their obligations and resolve this issue without delay.

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