Consumer complaint received 2024-11-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: CITIBANK, N.A.
State: NV

Complaint narrative:
I called in multiple times today. First off spoke with some guy named XXXX, I had a couple questions about a balance transfer. I asked to speak with the supervisor in order to prevent my time from being wasted in the process. I gave him my full name and my full social security number simply because I did not want to go into the other room and grab the card number. So I asked him to verify the account using my social hence provided him that for that reason in the process, for whatever reason, he transferred me to a fraud department rep named XXXX who rudely wasted my time transfer me to supervisor named. XXXX refused to provide me her name and stated he could not provide people 's names which is untrue and XXXX verified that that was also false. XXXX was not able to get XXXX on the phone after she said that was her supervisor. She came back with some lady named XXXX XXXX who stated that she was not a supervisor that they were in the fraud department and that essentially after establishing all that all this time had been wasted because I called in about a balance transfer question and XXXX transfer me over to the fraud department. XXXX didn't ask any questions. Simply wasted my time and then made things more difficult than they had to be after my time was wasted with XXXX extensively. I gave up and then tried to reach my app later on which I had no problems with prior to me calling in earlier and speaking with XXXX and mind you, I did forget I did call in twice before speaking with XXXX and was hung up on as well by two different people. The only person I can remember the name of who hung up on me earlier that time was XXXX. Small world cuz I think I've spoke with XXXX before and she treated me similar to XXXX tonight in the sense that. When I saw my app had now been limited for whatever reason from the four digits of the card, I tried to attempt to ask somebody some questions earlier, which I never was even able to ask the questions based on the processes and procedures that were put in front of me after incorrectly being transferred to XXXX XXXX XXXX. 

On the call place to Citibank where XXXX picked up after my app was limited access, I provided him my security word within 1 minute of the phone call beginning. I asked him to please get a supervisor on the phone as soon as possible to prevent any time from being wasted more so than it already has been. He said that he would get one quickly. I said amazing. Almost 11 minutes went by while he had me on mute. He never came back to check once. He never provided any update in the process. After waiting that long I stated hey XXXX, I'm going to file a consumer financial protection bureau complaint now based on you leaving me on hold for almost 11 minutes with your mute button and not coming back to check in one time. Sure enough. As soon as I said that here he is responding. What do you know?. I established he had not verified my account 11 minutes later and it took him almost a full 11 minutes from that point before the account was actually verified. I tried to establish why he didn't verify the account in the extensive amount of time he had me holding with the mute button pressed. He refused to answer. When he transferred the call to a XXXX earlier, he refused to give her name. XXXX stated that he can give the people 's names and he had no reason to tell me differently. He refused to give the names once again tonight and after 32 minutes I finally got on the phone with a XXXX who I asked to file a complaint against XXXX for his behaviors and wasting my time and refusing to provide people 's names on multiple occasions and placing people on hold for 11 minutes at a time with the mute button and never checking in. I asked him to please provide me the case ID when this was done and I would politely wait. That never happened. XXXX seemed confused and wanted to play stupid even though I outlined exactly what I needed his help with when the account had now been verified three times in the last hour.. the call disconnected. XXXX never called me back. I have no case ID. There's nothing to show that XXXX had anything filed against him and he essentially wasted over 32 minutes of my time before a quote '' manager from call center hopped on the phone. 

This is truly unacceptable and beyond a waste of my time. 

The people are disrespectful and stealing money from a call center essentially. 

Citibank should be ashamed for putting it's customer thru this grueling nonsense.

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