Consumer complaint received 2019-11-01
Company: CITIBANK, N.A.
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Delay in processing application

Complaint:
I have been a Citi Priority client for years as well as Citi Executive Platinum credit card holder. I started a small business recently and needed a credit card for business purposes, so I applied for the CitiBusiness Platinum Select card ( XX/XX/XXXX ). This is where my awful experience began. 
After applying ( around XX/XX/XXXX ), I received normal correspondence by mail asking for my information regarding the business. I called the number to clarify and how to best provide info. After sending an email with documents requested I waiting for a reply. A week later I called the same number to inquire about the status, I was told that everything was fine and the card will be sent by mail. 
About 3 days later I received a call from their Fraud Department. They explained that the card could not be issued because there was a hold on my credit and an access code was needed to continue. Knowing I didn't have a block with any credit bureaus, I asked which bureau was showing a block. They could not provide an answer. So the next morning I contacted all 3 credit bureaus and wasted 3 hours of my time connecting to old websites, speaking with people and waiting on hold ( their lousy customer experience is only rivaled by Citi ). Now, I have learned that there is NO hold or block of any kind with any of the bureau 's.

So, I have to call Citi again to inquire about the CitiBusiness card, which sends me to XXXX/XXXX  to speak with people who have no idea how to handle this problem. Once, again I am forced to wait on hold for 5-10 minutes at a time to again speak with someone that can not solve this. So I ask to speak with a supervisor ( wait on hold and get verified again ), who also can not solve this. I ask to speak with their supervisor ( wait on hold and verified again ) to be told that someone will call me back in 30 minutes. No call comes in until 5 hours later. I get a message and return the call to XXXX and need to speak with their supervisor again ( hold and verified again ). Finally, I reach a woman named XXXX ( in XXXX I think ) on XX/XX/XXXX and she was super friendly and helpful. She explained the this was an error on Citi 's part and that there is NO block with any credit bureau. She kindly offered me XXXX miles for my troubles ( XXXX miles doesn't go far these days ). At this point I have wasted 4-5 hours of my time and endured stress and anxiety fixing Citi 's problems! 
Now, I wait for my card.. 
The card never arrives and I have to reach out to CitiBusiness again. 
XX/XX/XXXX : I have to speak again with someone in XXXX who puts me on hold for too long and can not answer where my card is. I have to speak with a supervisor who also puts me on hold ( and verifies me ) to learn that the card was sent to the physical address of the business and not the mailing address as specified in previous calls. I needed the card for expenses I have incurred and ask for the card to sent overnight. I am told this is not possible. Ask for supervisor, hold and verified, speak to supervisor, hold and verified, told they can not overnight, ask for supervisor, hold and verified, and finally speak with XXXX in in Florida to assist. After verifying my identity again we discuss all the problems I have had. I want my card sent overnight and all annual fees waived and a reason I should remain a Citi client. XXXX was able to send the card via overnight but told me a more senior manager would call me to address all these problems within 24 hours.

No call is received. 
I now have to call Citi again and speak with XXXX on XX/XX/XXXX. She also puts me on hold and needs to verify me and tells me again that a senior manager will call me.

No call is received. 
Now, I get my card on XX/XX/XXXX. I call to activate and have to speak again with someone in XXXX I can barely understand. I am put on hold of course and finally am told my card is activated. I use the card later in the day only to have it declined. 
XX/XX/XXXX : I have to call CitiBusiness again to ask why the card was declined. Speak to someone in XXXX who I can barely understand, put on hold, explain the card is not active because there is a some block on the card by Citi. Supervisor, hold, verify, hold, can't answer why the card is blocked, supervisor, hold, and finally speak to XXXX ( sp? ) in Texas. Being exasperated, stressed and angry, he asked me to be " professional ''. I could not believe this as Citi has not shown any professionalism throughout this process. He tells me he will connect me with his supervisor ( after verifying me again and putting me on hold ). I now speak with XXXX in the XXXX. I explain the entire ordeal I have been through. She is able to unblock the card so it's active and correct the mailing address ( which was still wrong ). I now ask for consideration for the 7-8+ hours I have spent trying to get this card and ultimately doing Citi 's work.

She made " notes '' of my request to have the annual fee permanently waived and further considerations. I also asked that I speak with a Senior person in the U.S. to address this and justify why I should remain a Citi client. 
No call back to date has been received. 
I have since mailed this letter to customer service in South Dakota, the CEO of Citigroup ( XXXX XXXX ) and CEO of Global Consumer Banking ( XXXX XXXX ). 
I have not had any contact from Citi ... ..

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 non-monetary relief