Consumer complaint received 2024-06-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Problem getting a working replacement card
Company: CITIBANK, N.A.
State: MO

Complaint narrative:
Recently, Citibank began advertising its revamped Citi XXXX XXXX card, which promises XXXX bonus ThankYou points upon completion of {$4000.00} worth of spending within XXXX months. 

I was approved for the card immediately upon applying, on XX/XX/year>. Citi claims to have mailed the card out on XX/XX/XXXX. 

Unfortunately, ongoing delivery delaysI still havent received the card, as of XX/XX/XXXX, XXXXand other consumer-unfriendly business practices make me doubtful whether I will ever be able to receive this bonus, even though I opened the account with the intent of completing the required spending. 

A representative I spoke with via the app told me that I could request an expedited replacement starting the next day ( XX/XX/XXXX ). I decided to give it the weekend to account for XXXX XXXX ( the previous weekend ) but as of Monday, the card hadnt came. So I contacted Citi again. 

This time, I spoke with a rep who informed me shed need to close my account. This didnt sound right, so I called in. After waiting on hold and being transferred several times, I spoke with a pair of supervisors, both of whom told me that actually, the card couldnt be expedited, for XXXX XXXX reasons. 

The first supervisor, XXXX, was extremely dismissive of me, which is why I requested to be escalated to XXXX. XXXX, who was much friendlier, told me I should continue waiting for the original card, since the replacement would take an additional XXXX weeks to arrive. Unfortunately, though he promised to call me back that Friday, XX/XX/XXXX to process the replacement, this never happened. 

Instead, I had to call back in and spend almost an hour navigating through the automated system ( and dealing with unhelpful offshore call center staff, who were clearly just reading from scripts ). 

Though they did at least submit the request for a new card to be mailed, I have yet to receive it. At this point, almost a month has passed since I was approved for the card ; I only have XXXX remaining months of the promised XXXX to complete the required bonus spending. And thats if I receive my card soon! XXXX starting to doubt I ever will. 

Moreover, Citi has decided to lock me out of my online account access until I verify receipt of this cardthe card which, almost a month later, I have never received. This means I can not monitor spending on my other Citi card, or pay my bill when the time comes, potentially endangering my credit rating. 

Although I have concurrently been in touch with Citis so-called Executive Office , they have not been any help. Theyve spoken with me about what happened, but have not taken steps to ensure I get my card, nor to address my concerns about not receiving my promised bonus due to their own delivery days. 

Citi is engaging in consumer-unfriendly ( and arguably deceptive ) business practices, and this needs to change. Had I know to expect this kind of tomfoolery, I never wouldve applied for the card in the first place.

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