Consumer complaint received 2016-02-25
Company: CITIBANK, N.A.
State: NY
Product: Credit card
Issue: Rewards

Complaint:
Dear representatives of The Consumer Financial Protection Bureau, I hope you are doing well in XXXX. 
I 'm writing to you because I would like to get your cooperation. I 'm still experiencing some very serious difficulties with the Financial Institution " Citibank '' and their credit card My Best Buy Signature Master Card. I have been so patient with them but I ca n't take my problems with this credit card company anymore. 
I finally received the copy of my Credit card statement that I requested around 31 days later after I requested. 
XXXX XXXX, the representative of The Citibank Office of The President who was working with my previous complaint at the beginning told me when he spoke with me in a very rude way some things that were not nice when I spoke with him. 
He said to me that he could n't help me any longer even I told him that I needed this copy of my credit card statement urgently to send it to my client in the state of XXXX for my trip expenses reimbursement. 
I have also mentioned my problem with the credit card company about my XXXX Best Buy Certificates that were issued by My Best Visa Signature Credit Card ( XXXX certificate of {$10.00} and another certificate of {$5.00} Dollars ) but they were not accepted in the Best Buy Store when I took them there. They issued me XXXX Best Buy certificates, I printed them but they did n't work in the Best Buy store when I went there. They told me that they were not valid. 
XXXX XXXX promised me that a supervisor was going to call me to address this issue. I was waiting for the phone call for many weeks. 
Every time I called them to follow up, they just answer me with excuses and more excuses. I got also many false promises that a manager of The Office of The President was going to call me but nobody called me. Finally someone call me on XXXX. The name of the gentleman was XXXX XXXX and he spoke with my wife because that day I was working during a project in XXXX XXXX, XXXX and I did n't return home until the night. 
I called him back when I returned from XXXX XXXX and I left a voice message in his answer machine. Nobody ever returned my phone calls or nobod ever called me back when I left voice messages. I continued calling but they told me to be patient that XXXX XXXX was not in the office until XXXX but he will call me when he returns. 
I waited for his phone call but nobody ever called me. They were just ignoring all my phone messages. Finally, I spoke with someone today who was also very rude and she told me that nobody was going to call me anymore because they have spoken with my wife. 
They lied to me saying that my wife agreed with the resolution provided by their credit card company but my wife told me that she said to them that she did n't know anything and she told XXXX XXXX to call me the next day and XXXX XXXX promised me to call me the day after but he did n't keep his word. 
My wife is not an authorized user of my credit card, she ca n't make decisions about my credit card and she also believes that they are lying and they only said this to me with the intention to close my case on-purpose. 
I have also waited for a disputed charge to be credited but have n't received the credit yet as they told me that they were going to issue me a credit even I 'm waiting for already several weeks. 
I will really appreciate your help and cooperation in order to resolve this matter. Feel free to e-mail me or call me. I will be glad to provide you with the records of my phone calls showing how many times I attempted to call my Credit Card Company to speak with " The Citibank Office of The President '' but they just ignored all my phone calls. 
I have called them around 30 times without success and I left around 6 voice messages for XXXX XXXX. I have the feeling that this credit card company sometimes does n't care about customers. Sincerely, XXXX XXXX

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