Consumer complaint received 2015-05-06
Company: CITIBANK, N.A.
State: VA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
The problem started on XX/XX/XXXX when I received a new debit card for my Citibank Checking Account, as I received the card I proceeded to activate it through the phone number listed on the sticker of the new card, their automated recording gave me a message that the card had successfully been activated, however a month or so after, I attempted to use my card at a store and I was told my card had been declined by the bank, I knew this was an error as there was more than enough funds to cover the transaction amount. The next business day I took my card and physically went to one of Citibank 's branches in XXXX where the branch manager checked the information of my card and called their debit card department where they verified that there was an issue with the card, however according to them they solved the issue over the phone. A couple of weeks later I tried using the card again XXXX in XXXX XXXX and the card not only got declined but the merchant received a message that the card was reported stolen at such point the merchant confiscated the card and I was put through humiliating experience in front of other people. After this episode I immediately contacted customer service from overseas having to incur long distance phone expenses and additional expenses from foreign transaction fees that where charged to me by my other financial institution ( I have a Citigold account which does not charge foreign transaction fees while XXXX ), I was told by the rep on the phone that they will be overnighting a card to me to XXXX XXXX, the card arrived 4 days later at which point I was already returning to the US, so I received the card and waited two days to activated once I was back in the US. I activated the new card and tried using it and got declined again, so I called once again to the customer service number and was told that the XXXX digit code on the back of that card did not match what was on their system so they where going to be sending another card. At XX/XX/XXXX I received card number XXXX and called the customer service number to activate it and make sure all the information matched what they had in their system and the agent tells me that the code does not match again, ( sounds like a joke ) at this point I request to speak to a supervisor and get to the bottom of the issue. I spent around XXXX minutes on the phone while I am on my way to the airport on XX/XX/XXXX trying to get the issue solved with this supervisor and she assures me that by XX/XX/XXXX I will get my card at the hotel where I was going to be staying at in XXXX, FL, well no card came on Tuesday so when I received a call from Citibank to verify that the card was received I told them that no card had been received, so they sent out another card to be received on XX/XX/XXXX ( card number XXXX ). So on XX/XX/XXXX XXXX card came to the hotel and neither XXXX of the cards are the correct cards ( XXXX of them is an ATM only card and the other card does not match my account type ). I have tried to communicate with Citibank through all channels possible, including social media ( Twitter ) and everyone promises follow-ups and solutions but then nothing. I lastly requested an email address to their executive offices and was promised that I will receive such address, but it has been 4 days and no address has been received. 
I do not want this type of incompetent actions by this large institutions to go un-noticed as we the customers are paying for their services.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief