Consumer complaint received 2024-04-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
I had to restore my XXXX XXXX XXXX XXXX, and I tried to add my Citi Debit Card back to my account. I kept getting the error contact the card issuer. So, I finally called the bank on XX/XX/2024 and had to call about 4-5 times. Issue is still not resolved. 

On the first call, the banking specialist transferred me to the wrong department. She transferred me to the credit card department. The agent in the credit card department immediately said you have called the wrong department. I did not call her department, and I politely let her know that I was transferred and had not called. She tried to get an XXXX XXXX  specialist from the banking side on the line, and then the call got dropped while she transferred. I had to call back. This will make me now talk to the fourth person. 


I called back the man was attentive and tired to work with the specialist himself, then had to transfer me someone in fraud said they cleared everything and got rid of any errors or red flags. 
And setup my card to be able to work with XXXX XXXX. 

I hang up the phone and attempt to add my card to my XXXX XXXX via the Citibank App through manage digital wallets, it fails. Same error contact card issuer. Then I try to scan the card with the XXXX wallet scan card feature to add it this fails, then I try to manually key the card in and then this fails. I make two more call in attempts and get sent to the wrong area with the automated system call chain to the branch locator. 

I call back and finally get a person and then immediately tell them I need a supervisor for my issue she asks the issue to pass on I tell her then she gets me to the supervisor and then the supervisor had some technical issue and I could hear her but could hear her trying to dial or put me on hold Im not sure. 

But what I am sure of is that I worked in banking and financial services for around 20 years and its absolutely ridiculous and disgusting that Citi and so many other huge banks hire off shore support and these people have one a language barrier, two a cultural way of living life barrier because they are not in XXXX, and dont know what our day to day life is like when it comes to living and doing business here. And for the record Im not XXXX I prefer to date men of XXXX specifically XXXX XXXX XXXX XXXX XXXXXXXX. I have a huge affinity for these men period. However I prefer to speak with someone in XXXX that has a strong understanding of how life flows in the financial realm here. 

When I first got my checking account and debit card I had the same problems. Im sick of this ongoing issue and expect a resolution in a timely manner. 


So its an ongoing issue and Citi needs to get it together. And implement a dropped call system where it allows the last agent helping you no matter what department they are in if the call hand off does not complete their inbound calls get paused and the system should redial the last person. It would make a life changing difference and put Citi ahead of the other banks.

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