Consumer complaint received 2016-11-26
Company: CITIBANK, N.A.
State: MD
Product: Credit card
Issue: Credit line increase/decrease

Complaint:
To Whom It May Concern, My name is XXXX XXXX, phone number XXXX. I have been a loyal customer to Citibank for years. I was always proud of the customer service and the banking services that Citibank provides. 

For almost two weeks I have been trying to ask CitiBank to save me and my account from an agent who committed a discriminatory act against me and harmed my credit intentionally but they emailed me saying " we are sorry we can not do anything to assist you please contact the presidential office. 
The story begins when I called Citibank to talk to a credit department to increase the credit limit for my forward card. 

A Citibank employee named XXXX replied to me and started the process. Part of the process is to verify the identity of the applicant via calling him by phone. XXXX asked to hung up the phone to call me. But, he never called. Instead, he decided to reject my application and went to a break time. 

After waiting for XXXX, long time, I decided to call back to check why XXXX did not call me. I was astonished to hear that he rejected my application without mentioning a reason. I asked to talk to the credit department. The customer service agent named ; XXXX ; said that the credit department said they do not want to serve you ; I asked him to record this on my file that the department decided not to talk or help me. I asked XXXX also to refer me to the manager. 

The manager of the customer service was so helpful and called the credit department but the credit department said that " I was approved then I was rejected because XXXX could not reach me via phone. '' XXXX never called me or even try to call me. XXXX decided to cause harm to my credit score and causes inconvenience to me by deciding not to call me and rejecting my application for the credit increase. He discriminated me may be because of my name or my accent. 

I filed serval complained with Citibank but all of them were ignored and finally they told me they are going to send me the reason for denying. They never mailed me the reason. For few second the posted a message on my account saying I was rejected because I have not updated my phone number in the fraud alert and they removed the message quickly from my account. They removed it because it was wrong, my fraud alert has my number long time ago and I managed to use it when I applied for servers credit card and also when I increase my credit limits for other Citibank credit card on XXXX XXXX, 2016. 
My credit score has negatively been affected by Citibank agent act and I am emotionally been affected and put a lot of stress on me. This is especially after all Citibank customer service informed me that they did a mistake but they can not help me and I have no way to get my right back. 
I never had such racial discrimination in my life. Please help me stopping such discrimination and any potential harm from Citibank employee and get my right by fixing my score they harmed. 

Look forward to hearing from you, 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