Consumer complaint received 2025-01-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: CITIBANK, N.A.
State: NV

Complaint narrative:
Hello, I tried to call your bank twice during XXXX PST it failed to connect me thru both times saying that after I waited to go thru the stupid automated process which takes around XXXX minutes etc that you are experiencing a technological issue and to try calling back - well I called twice between XXXX and then called back again got the same message about XXXX minutes ago however instead of it automatically hanging up right after that half way thru it actually decides to tell me please wait for the next avaialable person- which leads me to believe that someone at the call center is actually able to push a button or click something to stop you from getting thru because the same thing happened earlier however instead of hanging up as mentioned now its let me proceed however I have yet to speak to anyone still saying it is going to take up to XXXX minutes to speak to someone which is absolutely ridiculous. Therefore I have now gone on citi.com which it said you can do when they have issues like this- so I can document the time it takes, responses and lack of customer service. YET AGAIN WITH CITIBANK. - THE WHOLE REASON I AM REACHING OUT TODAY is because a promotion for opening my checking account should have credited me {$300.00} a long time ago it didn't the most recent CFPB complaint response from a citibank employee who negligently failed to resolve the XXXX ISSUES on citibanks back end states that the promo credit should be received into the account no later than XX/XX/year> which has not happened yet again - I am only reaching out since it seems that someone gets things twisted as to much much time the consumer spends getting ahold of citi, citi not being able to have systems in place to even be able to answer the call # 1, # 2 they have someone respond back to complaints that doesn't even have factual information and provides false responses/lies that didn't don't take place, and now that you try to call them to address what you are told in writing that didn't happen as I stated XXXX times now between XXXX PST wouldn't allow me to get thru and hung up and then the same message now just after XXXX pst however after the message it started ringing in which it seems like someone then picked up and left me on a blank hold now, or this is the hold place that you were never able to access earlier on in the day between XXXX pst once again because Citibank is not operating the way they should in having systems in place for this not to happen. It is clear negligence and unheard of a bank to have these issues and they can make all sorts of excuses and blame whoever they want. There is XXXX accountability at the end of the day, they do not care about the customer and or the time they are wasting reaching out and continue to promise to do something of which they have not/yet to do. It is really sad that this has to be documented 5-6 times before someone takes merit and sees there is actually a problem and fixes it rather than continuing to provide excuses and or responses that don't hold true. 
Sent Customer Message I will go ahead and file another CFPB complaint now that no one from chat has responded in the 15 minutes I have now " been able '' to hold since your phone systems were basically broken and or inoperable today, likely from some tech person that works at citibank or an employee of citibank miscommunicating something to an IT department over the hours their phone systems should operate and or get directed. its not hard to figure out who/where these problems rely it isn't a technical issue per se- its more a managers issue and someone either not communicating or miscommunicating something to the IT department.

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