Consumer complaint received 2023-05-26
Company: CITIBANK, N.A.
State: NM
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
PLEASE NOTE : YOU HAVE THE WRONG PHONE NUMBER FOR ME!!!! YOU DID NOT GIVE ME AN OPTION TO CHANGE IT ONLINE FROM MY PREVIOUS COMPLAINT OF A LONG TIME AGO. MY PHONE NUMBER IS : XXXX BACKGROUND : On XX/XX/2023, I placed an order for {$190.00}. There was {$3.00} credit left on my card. The CREDIT CARD chopped up that amount into two amounts on that credit card, i.e., XXXX and XXXX. In answer to an email of today from the credit card company to " update '' my information, I happened to go onto the Home Depot CREDIT CARD website today, XX/XX/XXXX, and discovered that, according to them, I was {$180.00} OVER my credit limit! This was upsetting. I make a concerted effort NEVER to overdraw my account. I knew something was wrong, but there was NO INFORMATION on the website that would tell me what was going on, so I had to speak to a human being. 
( 1 ) It took me about 20 minutes to get a human being to come to the phone. VERY difficult. The computer voice kept telling me that she did not understand my words. I am partially XXXX, so I always need to talk to a human being when trying to get a problem fixed, PLUS the web site did not have any information about this. 
( 2 ) The first person I spoke to ( FINALLY! ) told me that the PENDING deduction from my account was not taken off when the ACTUAL deduction for the order hit my account, which makes it look as if I have ordered TWICE AS MUCH as was actually ordered. He told me it would " eventually '' roll over in a couple of days. I wanted him to notify people who are in charge of this function that I have a complaint about it because it looks bad for ME when they show that I have overdrawn my account, which I DID NOT DO!

( 3 ) The next person, a woman, told me that the PENDING CHARGE stays on my account for 7 to 10 days, REGARDLESS of whether or not the order has hit the account. ( I am assuming it is when the order SHIPS that this is when the 2nd charge is made to the credit card. ) I wanted this woman to tell me how to lodge a complaint about this or to notify the decision makers that this was a problem for their customers. NONE of my other credit cards or bank accounts or loans operate in a way that makes it look like I have overdrawn my account for 5 to 10 days out of the month! That's not right.

INSTEAD of doing that, she dumped me onto the queue for the online ordering department of Home Depot, knowing that they would not be able to answer any questions about the CREDIT CARD, which is what I had called them about to begin with. I think she was trying to just get rid of me and also avoid getting an unflattering questionaire result at the end of the call.

( 4 ) When the next person came on the phone, after waiting for a LONG TIME, he said he would have to switch me back to Citi Bank. I had already been on the phone for a very long time, I had been treated disrespectfully by the second person with whom I spoke ( who said she was a supervisor ) and I was not going to go through the runaround all over again, and start from the beginning at the credit card company, all over again. So I hung up.

WHAT I WANT : is for the PENDING charges to be removed when the ACTUAL charges hit the credit card, INSTEAD of the present situation, where the PENDING CHARGES arbitrarily remain on the account for 7 to 10 days, regardless of whether or not the actual charges have hit the account. I know they can do that

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