Consumer complaint received 2025-08-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: CITIBANK, N.A.
State: PA

Complaint narrative:
I applied and got approved for a Citi AAdvantage XXXX XXXX Credit card on XX/XX/XXXX, which is the start of a nightmare. 

First, I got 4 months to complete the welcome offer of the card, which I was initially really excited about. But after over 2 weeks ' waiting, I still hadn't received the new card. So, I contacted the customer service for two reasons, ( 1 ) It has already been over 2 weeks since the card was shipped and over 1 week since the card was out of delivery, and ( 2 ) I was going to temporary move to another address to spend my summer. Long story short, I contacted the customer service to request for a replacement card, and I confirmed with the customer service that the replacement card would be shipped to an updated address ( my address during summer ), and I double checked that with the customer service. After that, I still did not receive the card for XXXX weeks. And on XXXX XXXX, I finally received it, which has been XXXX weeks after I was approved for the card. This not only waste 25 % of the welcome offer period, but also the longest waiting time I've ever had with a new credit card. 

Second, there is literally no way for me to use the card. Every time I want to use the card, they lock my card and told me they detect fraud. And all the purchases I made were legit and even in person! My first ever transaction using this card was at a XXXX XXXX, where I was trying to check-in. And I got declined and they locked my card. I had to wait in the hotel lobby and call them for XXXX minutes to verify I am myself and to unlock my card. 

However, he hotel check-in is just a start. Earlier this week, I was trying to purchase a handbag at a XXXX store, which would perfectly fulfill the welcome offer. And again, the card was declined at the register. And I had to call customer service again. But this time, The customer service agent who connected with me could not even speak proper XXXX! Over half of the time during the call, I was unable to understand what she was talking about, and my understanding was she wanted to verify me is myself with her poor XXXX. And After I told her I couldn't understand what she was talking about, she completely locked my account and initiated a mailing letter verification. Later that day, I contacted another customer service agent who can finally speak XXXX. I was told the only way to unlock my credit card is to wait for 10 days to get the verification letter and then to call back to unlock the card. And I had to use my XXXX credit card to make the purchase eventually. 

So, the terrible new card delivery system + a stupid fraud prevention system + a terrible customer service team who can not even speak proper XXXX, together wastes 50 % of the welcome offer period ( I got 4 months to finish it, but I have to spend 2 months just on fighting their horrible systems ). And I have another large amount transactions that I have to make in 5 days, which apparently, I wouldn't be able to use my new Citi card. Their horrible systems have resulted in the failure of transactions totaling nearly {$7000.00} dollars, and a waste of my time to contact the customer service over XXXX hours, and another 2 months ' waster of the welcome offer period!!! 

I tried to contacted their XXXX complains department after each of the events above. And all they did was telling me that they needed 15 days to investigate. And they sent me the letters indicating that their investigations show that the problems were solved immediately after I ( and time ) finally solve the problem myself.

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