Consumer complaint received 2019-01-03
Company: CITIBANK, N.A.
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Problem getting a working replacement card

Complaint:
Over two weeks ago I called Citicard to have an authorized user removed from my account, as they were supposed to have done months before. They seem to have sold my authorized user 's name with my address to mailing lists. I started receiving numerous adds and junk mail in his formal name, which he almost never uses, at MY address, where there is no connection except through Citicard. This indicated that they violated our privacy. The agent with whom I spoke denied that Citi had sold our information to a mailing list, but it was obvious that she was lying, because there was no other way the junk mail could have come to my house with the other name on it. 

Several days later, I attempted to purchase gasoline with my Citicard, but the transaction was declined. I called Citi and got a rude, useless agent who didn't help at all. I had cars in line behind me honking and screaming because my car was blocking the lane, and it was an extremely stressful situation. I had a XXXX XXXX in my car, and she had to listen to my argument with the useless agent on the phone because my transaction was denied and the agent wasn't helping. I asked for a supervisor to call me back, which of course, Citi couldn't be bothered to do. 

The agent on the phone said that my card account had been closed due to my requesting that this be done! I did not only NOT request that Citi close the account, I insisted that they do NOT do that because it caused so many problems each time they did that in the past. Citi has closed my account and reissued a card more times than I can keep track of. And each time I get fines, fees, problems due to auto payments being blocked and other problems. This time my car insurance, my professional insurance, my internet and other transactions were blocked causing cancellations of my policies due to Citi 's lack of professional responsibility. 

About a week later, I received a letter stating that my new PIN number was enclosed. I never received a new card! I had to use other credit cards, which is a hassle because it means having to keep track of numerous billing dates. I called Citi and they gave me a list of excuses for why I got the PIN letter but not the card. Each time I looked online, it said " processing '' but not " sent. '' After yet another cancellation notice due to my card being cancelled and not replaced for over 2 weeks, I called Citi AGAIN. I was on hold for about 40 minutes waiting for a live agent and then on hold with an agent who couldn't give me any useful information. He kept changing what was said. I asked for overnight mailing of the new card, and compensation for being on the phone at that point for 52 minutes, in addition to all of the other times I had to call but got nowhere. I have a phone record for at least 6 instances of my calling Citi about this matter since XX/XX/XXXX. This agent said a supervisor would call me back within 24 hours. Citi has  never once honored their promise of a callback. 

I think there is something suspicious happening at Citi. They constantly claim violation of the accounts, state they are closing and reopening accounts, send the new card to the wrong address, but then won't tell me to what address they sent it, despite their violating my privacy and putting me at high risk for identity theft or misuse of my credit card. I think Citi should be investigated and made to improve their security and customer service. 

I want compensation for all of this wasted time and aggravation and embarrassment. I would appreciate your assistance. I think Citi tries to get away with improper behavior because they are such a large corporation, they seem to believe they can take advantage of individual customers.

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