Consumer complaint received 2017-08-04
Company: CITIBANK, N.A.
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Trouble using the card
Sub-issue: Problem using the card to withdraw money from an ATM

Complaint:
onXX/XX/XXXX, XX/XX/XXXX and on XX/XX/XXXX I attempted to withdraw cash from a prepaid card that I am given for donating XXXX. The month prior when I conducted these transactions at XXXX XXXX. They were not declined. I was able to obtain cash back for a XXXX fee, which is the agreement. Starting on the XX/XX/XXXX Citibank began systematically declining my transactions. On XX/XX/XXXX I called and spoke to a citibank rep who looked into it, she told me I did have the funds on the card, and that she would contact her " corporate.. ( ca n't remember the name ) but would find out why it was declining ... ( although she said she did n't see it decline ) she put me on hold. came back and said oh for some reason your card appears to have been deactivated? I said how, I have used it, it only declines when I want cash back in amounts less than XXXX ( had XXXX on the card attempted to buy a XXXXCent pack of gum and remove XXXX declined ) she said well its active now. So I went back into XXXX XXXX.. and attempted again. Declined. I called citi bank again. This rep tried to tell me to leave go to another store. ( because its not showing it decline ) I refused because they were not paying my gas. Then she tried to shift me to a supervisor. I said look i just want you to do your job and contact the corp. dept the last girl did to find out why its still declining. Long story short ... she gave me the run around said that its that location. So i left. drove to another location XXXX miles away! attempted to use the card to get cash back. declined. Called Spoke to a supervisor. Supervisor said well There is nothing I can do because we do n't show the transaction as being declined. I was able to get out XXXX in cash from XXXX on the citibank card. I was able to use my personal bank card and withdraw XXXX from XXXX XXXX.
SO the issue is not with the cash and XXXX XXXX. It i with Citibank declining the transaction because they dont ' want me to be able to withdraw the amount if it is not in a number convenient for them is the impression I am getting. Meaning, if i have XXXX on the card and want to withdraw it. They are declining it because its not XXXX. or XXXX. But I am allowed to with draw small denominations at XXXX XXXX. as I stated i did it just to prove that point with a XXXX cash back. Not to mention when I first started using this card in the middle ofXX/XX/XXXX I was able to get cash back, but once one billing cycle went thru, citi bank seen the transactions in small increments and is now declining but not being culpable by saying they do not see the transaction declining. They have subverted the system some how because it is a small transaction..but small transactions for millions of people, ends up being millions they pocket.. I think this is a way for citibank to hold onto my money until the balance is in a rounded figure ... gives them more days to collect interest. or thinking if most people give up trying to get out cash.. they can charge fees on multiple transactions being conducted on the card, because they wo n't allow the cash to come out.. and cash back is part of the agreement.

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