Consumer complaint received 2020-03-31
Company: CITIBANK, N.A.
State: TN
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:
Hello! This situation with Citicards started earlier in XXXX when I tried to make a payment. I was traveling for work in XXXX beginning of XXXX. My payment was due on XX/XX/XXXX and that was the day I was scheduled to fly back to XXXX. Tried to access the site several times on XX/XX/XXXX and kept getting this message which I am still currently getting 21 days later! 
We're sorry. Citi.com is temporarily unavailable. 
Citi.com and Citibank Online are currently unavailable. If you need immediate assistance, please call XXXX ( TDD/TYY : XXXX ). We apologize for any inconvenience and appreciate your patience. 

The next day XX/XX/XXXX I contacted them at the number listed above - they said my account was flagged because they thought there was fraudulent activity since I tried to use my card in XXXX for a travel expense. I confirmed I did try to use the card. They cleared my account and was able to logon to pay. I told them I do not want to be charged the late fee since this was technically not my fault. They agreed and told me I need to call back after XX/XX/XXXX and speak to a customer service rep to check to make sure it is off account and the fee is canceled. Their site has been down since. XX/XX/XXXX was the last day able to get into online account. I tried to access through mobile app which seems to be working but I can not get in touch with citi via phone or through the messaging in the app. Every time you call it makes you go through all these prompts for 5 mins and then loops you back and says sorry please call back. This has been going on for weeks. Tried to message them through app XX/XX/XXXX afternoon to find out about the site being down still plus what they are doing for people affected by covid. Didn't message me till next day with a tiny window to respond to their message and I was unable to respond in the 4 min window they gave me because I was on the phone with work! No response after I sent another message saying how disappointed I was with their customer service. Messaged again today XX/XX/XXXX since my payment is due soon and I want to follow-up about that late charge being taken off my account. Same situation when I call - spent 5 mins going through prompts to be told to call back and then get disconnected. Tried to message again through app and 20 mins later still nothing. This is unacceptable. I think everyone is understanding given the climate of what is going on that there will be wait times but to not have the option for a actual call back is ridiculous you should not just be cutting people off the line with no option. Also the fact that their site has been down for like 3 weeks is unacceptable and the messaging through the app is poorly done. I feel like I am making all the effort to be a responsible card holder and making my payments and it is terrible I have to do all this extra work to just to protect my credit especially when this situation was not my fault with that late payment. Citi needs to be adult and take responsibility. I have seen similar complaints online through various sites with Citi. Please help!!!

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