Consumer complaint received 2021-03-25
Company: CITIBANK, N.A.
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
On XX/XX/21 I was attempting to buy a flight ticket through the XXXX XXXX website. While looking there was an offer for Citibank/AAadvantage credit card ; that you got {$200.00} credit for that flight, and other promotional offers. After reading the fine print, and seeing that I could use the card immediately if approved, I applied online and was approved. I got a notification almost immediately that there was an inquiry on my credit ( which is fine and expected - if the card worked ). Once approved, I wrote down the credit card # and attempted to then purchase the flight I had been looking at. I kept getting an error message telling me the card would not work, that the number was incorrect. I attempted this about 4-5 times, also refreshing my page, but to no avail. I then started calling Citibank credit card customer service. My calls began on or about XXXX ( they should all be recorded hopefully ). The first man told me he'd transfer me to American because it was their issue. He transferred me to a department that was closed and my call was disconnected. I then called back immediately and spoke with XXXX, he told me I needed their application department and transferred me. He actually transferred me just to another customer service rep. and I spoke with XXXX. XXXX told me she'd transfer me to the application status department and then the call was disconnected on their end. I called back again at XXXX, and spoke with XXXX ( sp? ) and then asked for a supervisor because this was ridiculous. I got supervisor XXXX. By now, the page with my credit card information had expired and although I got a confirmation email, none of the card info. was in there. He tried to walk me through the page, but said he couldn't help without the CVV number which I didn't have. He told me to wait to get the card in the mail ; I reminded him that the price of tickets changes daily. He said that the temporary card info. given isn't even for the full limit. I reminded him I was only trying to purchase an airline ticket for under {$500.00}. 
After trying XXXX XXXX myself and getting no-one, I called Citibank back again and got supervisor XXXX, he seemed nice and said he would stay on the phone with me and help me, however, he only transferred me to XXXX XXXX yet again and did not stay to assist. XXXX XXXX had a 3 hour wait at that time. At this point it was well after midnight and I put the flight on hold and gave up. 
On XX/XX/21 I called Citibank back, and spoke with XXXX and then supervisor XXXX. He said he couldn't help me, but he could see all of my calls though. I was so fed up with the incompetence and lack of any assistance, and truly feeling like I had been scammed, I told him to cancel the credit card. I then asked that he have the inquiry removed from my credit report. He said he would put in that request but it could take up to 30 days. When I asked what happens if the request is denied, he couldn't tell me. I advised that I recently had to file suit against XXXX  and won because of them refusing to take something that had nothing to do with me off of my credit. XXXX sid because I mentioned that he had to send me to legal, which I welcomed. I was then hung up on yet again. I do have screen shots of the error message if that helps.

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