Consumer complaint received 2017-09-06
Company: CITIBANK, N.A.
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
on XX/XX/XXXX around XXXX, I called Citibank 's phone number to make a payment by phone, which I have done many times in the past with no problems. Halfway through the automated payment introduction, I was forwarded to a live person. I immediately told them I was trying to use the automated phone payment system, to which the rep responded " well, the automated system only works when the reps are n't busy. '' Then he asked for my name, and password. I asked why he needed the password to my account because that did n't seem like information he should ask for, he responded very rudely with " you have to remember that I can already see your information. '' I again said it did n't seem right that he was asking for my password, and even considered hanging up, but he persisted, making some comment as to whether I 'wanted to do this or not ''. I reluctantly gave him my account password, to which he informed me that it was not correct. ( it was ) I assume at that point he blocked, locked or disabled my account because he insisted I give him my cell # so he could send a new password to me. I told him to use my email address, since all my Citi communications are through it. Again he got snippy and told me he did n't see an email address and he could n't do that anyway. I was still bewildered over why he asked for my password, then told me it was n't correct. During this time, I was looking at the notes and paperwork that I had on my citi account, and I was positive my password was correct, and I told him my online account was set up on XX/XX/XXXX and my password was absolutely correct. I also have a SECURITY WORD on my list of information, I asked him why he did n't ask for my security word instead of my account password. He immediately transferred me to someone else without any further comment. ( he never sent a password reset to my cell number even though I provided it. At this point I assume I was transferred to the fraud department even though it was never spoken. I once again went through this entire story, explaining that I am only trying to make a phone payment. The person I was transferred to made mention of my account being blocked, but transferred me to the automated phone system where I was able to make a payment. At the end of every phone payment, the system asks how you would like your confirmation sent to you, I always choose by email, which I did in this case as well. 30 minutes went by and I had not received a payment confirmation like I normally do. I was starting to worry about the security of my account because that phone rep took my password. So I attempted to log in to my online account to make sure the payment was made, and to change my password. I could not log in. The system did n't even recognize me as having an account. So now, almost 90 minutes later with my password in some unknown person 's possession, I ca n't even view my own account. I called Citibank again, telling the entire story yet again. The rep ( XXXX ) was nice and patient, but insisted that I did n't even have an online account. ( I did, I had one and used it to make payments from time to time. ) The password was established XX/XX/XXXX when Citi closed my original account without my authorization because someone other than me initiated a fraud question. I HAD to go online and link my new account to the old account. I believe the reason this rep could n't see my account is because the original rep who stole my password had disabled it. XXXX informed me that I would have to create an online account from scratch because the system was not recognizing my account. That would have been great except I did n't have the physical card needed to set up the account which had the required 3 digit privacy code. So, she told me she would issue a new card because I had to have that in order to set up an online account. By now I am furious, before my call to the automated system, I had no issue. Now almost 2 hours later, I had no account, someone else had my password, and I needed to have a new card issued. And I still did n't know if my phone payment was ever received. XXXX confirmed that " some type of payment activity '' was showing on my account, and for my inconvenience, she would wave the {$6.00} replacement fee for a new card. WHAT? I did n't ask for a new card. I did n't ask for any of this. I 'm a customer in good standing, trying to make a payment. It should have taken 30 seconds. Today, XX/XX/XXXX, I still have no idea if a m payment was made, and how much my account was compromised by this ill-trained rep who asked for my password.

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 non-monetary relief