Consumer complaint received 2016-08-01
Company: CITIBANK, N.A.
State: CA
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
I had an XXXX Costco membership credit card. Recently XXXX XXXX partnership with Costco has ended and XXXX XXXX Costco Co-Brand Card was transferred to Citibank. 

I have an balance on my account when it was transferred from XXXX XXXX to Citibank. I want to make the payment once i check and confirm the charges that are induced on my account. Last 2 months and 18 days I have not received the replacement card of Citibank and neither any statement that shows the pending amount on my account. 

1 ) The existing XXXX Costco membership credit card is no longer valid and I am not able to login to my account. Any communication to XXXX is routed to Citi bank. 
2 ) Since I do not have the replaced Citibank card, I cant login to account to Citibank to see what charges are induced on my account. 
3 ) Last more than 2 months Citi bank has done more than dozen calls all time in the day including holidays and vacations to make a payment without providing me the detailed statement and the replacement card. 
4 ) XX/XX/XXXX I had more than 10 calls with citibank where they updated my address keeping me on call for more than a Hour at time and ensured that they will fix the issue and send me the card and statement which I have not received till date as of XX/XX/2016. 
5 ) unfortunately my day starts with a discussion with Citibank card customer care who without knowing the fact that I do not have the card with me asks me to make a payment. 
6 ) It came to my knowledge that Citi bank has send my card to old address and now without sending me the card at new address they ask for making a payment. 
7 ) Almost 2-3 times in a week Citibank customer care division calls me in morning / noon and during office and work time to make payment but do not understand that i neither have a replacement card provided by Citibank nor the statement available with me to check the charges induced my account. 
8 ) This is mental harassment of a customer without having correct information available. 
9 ) There has been calls from XXXX and other citibank number almost each day which ruin my critical work time and effort without providing me the replacement card and statement. 
10 Due to this unprofessional behavior from Citibank I am not able to see or confirm that what charges on account and neither I am able to pay it online. 
11 ) each time a new customer care executive calls me and I have to tell the same stro from a to z and still the citibank do not act on the root cause. 
12 ) In absence of new card which Citibank is suppose to send, I am not able to make my purchase at Costco wholesale from last more than 2 months. 
13 ) It is a mental torture that every second day or other some one call right in start of day to ask me the same thing that I have explained to Citibank customer care executives for more than dozen times in last month. 

Please please assist me so that my credit scope and other aligned things are not impacted. Also please suggest for any other steps I can do. 

thanks

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