Consumer complaint received 2016-08-24
Company: CITIBANK, N.A.
State: CA
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
My family has been the loyal customers at citi and using all of their products, including the credit cards. On XXXX/XXXX/2016 late evening, I called Citibank customer services and requested a replacement credit card ( ending with XXXX ) for one family member ( I am the primary card holder ). Then, on XXXX/XXXX/2016, my family member received a credit card. 
On XXXX/XXXX/2016, my family started traveling. When we used this credit card XXXX to fill the gas, the payment was denied. Also, we realized that multiple payments using this credit card were all denied. 
Then, I immediately contacted citibank customer services, and asked what happened to my credit card. 
Based on the information provided by the customer services, the customer representative cancelled my credit card without our permission, without any authorization, and without any notification. 
We do n't understand that why when I requested this customer service representative to help us to simply order a replacement for my credit card, he decided to cancel our account. 
I was very disappointed and frustrated because my family was traveling and out of town ; additionally, this credit card was the primary credit card for my family, tons of payments had been setup for the auto payments. i ca n't believe Citibank cancelled my card. 
At the same time, I requested to bring back my credit card because I need to use this credit card while traveling, and i do n't have time to setup all auto payments, etc. 
I was told that citibank did not have any supervisor available, the only thing they can do was to request a supervisor call me back within 24-48 hours. 
I have been waiting since XXXX/XXXX/2016 until XXXX/XXXX/2016 XXXX, and no one called me from citi. So, I called Citibank again around XXXX ( pacific time ) on XXXX/XXXX/2016 to ask any update. This time, I was still told that no one can help me anything except requesting a supervisor 's phone call within another 24-48 hours. 
Now, it is XXXX/XXXX/2016 XXXX ( pacific time ), I just called citibank customer services again, i told them that i am still waiting for their supervisor to contact me, and i need my old account and no time to setup so many things, etc. again, the representative told me that she will make a note. 

At the moment i am composing this email, I just realized that the new card received on XXXX/XXXX/2016 is for my family member, not for myself. It means that I, the primary credit card holder, do NOT have this new credit card with new number. When the customer representative cancelled my previous credit card, he ordered one new card with new number for my family member, the secondary card holder. 
I was very disappointed and i need your assistance to fix this problem because citibank does n't care about my situation at all. No one from citibank has ever contacted me for this issue. 
Thank you so much for your kind attention, and i am looking forward to hearing from you soon. Please feel free to contact me at any time. 

here are the info when i contacted citibank customer services : citibank customer service : XXXX - XXXX/XXXX/16 : XXXX ( PacificTime ) : ID # XXXX & XXXX ( ID # XXXX ) - XXXX/XXXX/16 : XXXX ( Pacific Time ) : XXXX XXXX ( ID # XXXX ) - XXXX/XXXX/2016 : XXXX XXXX ( pacific time ) : XXXX XXXX ( ID XXXX XXXX ) Yours sincerely, XXXX 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 monetary relief