Consumer complaint received 2018-02-25
Company: CITIBANK, N.A.
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
On XX/XX/XXXX I attempted to login to my XXXX XXXX XXXX XXXX   provided by Citibank. The app and the website showed me as registered with a username. I didn't know the password. When I attempted to reset I was put in a loop ( roughly six times before I escalated ) where I entered my card number ( on hand ) birth date, etc ... Eventually I was locked out of the app on my phone. There was an error stating a technical issue. When I went online ( via laptop this time ) it stated that I made to many attempts. I called customer service and received a canned response. I asked for a manager and waited for 13 minutes and received a rude direct response that left me with the impression they thought I did something wrong or were just angry that they had to answer the phone ( Citibank is the biggest bank in the world from a market cap perspective so I am sure I am a gnat to them ). The Senior Manager ( self-proclaimed ) was XXXX. She told me that I needed to clear my internet of cookies ( I should know this? ) which I didn't. Then I was told that it showed I was registered because of a diamond card that I held ( Closed weeks ago, again this is something I should know? ). We eventually fixed the issue which was root caused to the system seeing another account that was previously closed ( Citi 's problem and should have been fixed ) though nothing in the process or the online messaging ( app or laptop ) left me with the impression that a previously  closed account caused this issue. 

It is absurd that in XX/XX/2018 we create an environment where companies nearing a trillion dollars in valuation can force consumers to interact with apps that don't work, agents that have only canned responses and customer service managers with XXXX XXXX attitudes. What refuge does an individual user have that pays {$450.00} a year for a rewards card have when they get apps that don't work, a website that isn't intuitive and a customer service manager that obviously isn't rated on their service or ability to resolve a dispute?

This wreaks of a system that aids multi-billion dollar companies and forces the middle class to figure it out. Those companies have the time to do that. I spent the last hour and a half trying to rationalize with XXXX from Citbank customer service and writing this review. Most Americans would rather enjoy their Saturday. I was trying to get regulatory training for code of conduct, privacy, etc.. that I am late completing for my new company because I am traveling and on-boarding. Individual Americans are not represented in this system and do not have fair representation that can resolve a dispute. Whether it is getting ripped off in the crypto market or XXXX by a XXXX dollar bank that is happy to accept my annual fee and be done with me. 

What is CFPB doing to change the score because this is the second scenario where this has happened tonight. The first was with a bank that accepts payments for apple. They were at least friendly and professional but rather than finance my phone I paid it outright so I wouldn't have to deal with them. They were not willing to send me a confirmation via email. 

Something has to change for the average consumer of these financial services.

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