Consumer complaint received 2020-02-12
Company: CITIBANK, N.A.
State: KS
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I am writing regarding the cardholder agreement Citibank has provided me through their website. 

About two weeks ago, I ordered my cardholder agreement through the website. The agreement they sent me is not Costco 's agreement, although the PDF document is clearly coded for Costco. Lists nothing about the Costco agreement, period, including rewards. I have addressed this problem in a prior CFPB complaint and Citibank has failed to properly address in in writing. So, I am filing an individual complaint about it. 

Initially, when I spoke to XXXX in the executive office on XXXX, I told her about the incorrect agreement. She then referred me to Costco 's website. Citibank should be providing customers with the right agreement when ordered. 

I then tried to order another Citibank agreement on their website and the link to order it disappeared. Then I noticed the cardholder agreement disappeared on their Notice 's and Letter 's page. 

On XXXX, I spoke to XXXX in the executive office. I informed him also that I don't have possession of the right agreement and he also referred me to Costco 's website. I again told him Citibank shouldn't be directing people to Costco 's website ; they should be providing customers with everything in the agreement, including outlines of rewards. 

On XXXX, called Citibank 800 number. I talked to to XXXX. I asked her for a copy of my cardmember agreement electronically and by mail. She stated it would appear in my Notice 's and Letter 's page within 24 hours. About 24 hours later, I received an e-mail stating there was a letter regarding the details of my pricing terms. I clicked on the link, logged in, and nothing was there. 

On XXXX, I talked to XXXX in customer service. I asked her for another agreement and the explained e-mail notifications and nothing showing up in Notices and Letters. XXXX said I have been the 2nd or 3rd person to complain to her in the last week and just thought it was just a dispute related problem. Apparently, dispute communication through Notices and Letters have been disappearing as well. She said I was the first person to alert her that it was also a cardholder agreement problem. I told XXXX that I was also having problems with older dispute notifications vanishing, although a few are still there. I have put in written requests for numerous disputes through billing disputes, and I assume they are manually entering the requests which is the only reason I have recent ones. XXXX said she would send it to me electronically again and would also send it by mail. I told her if it didn't appear again with the same e-mail that I would call them back and request another one electronically. 

On XXXX around XXXX XXXX, I spoke to XXXX in customer service. I asked for a copy of my cardholder agreement. I told him it wasn't coming through Notices and Letters. XXXX put me on hold and stated he was going to discuss it with his escalations team. He left me on hold for several minutes. He stated they had just sent it out ( I told him it still wasn't in Notices and Letters ) and he replied I would get it in 7 days. 

I am including screen prints of the Costco agreement, a PDF file of the agreement they provided on their website, screen prints of the Notices and Letters page 's that reflect it should show a 12-month history and it doesn't, as well as it showing there is no pricing agreement. I am also providing a screen print of the e-mail notification I received that states I had a pricing notification.

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