Consumer complaint received 2024-11-23 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: WY

Complaint narrative:
I tried to purchase an item on the XXXX website with my Citi credit card but it was repeatedly denied. I called XXXX  customer service and they tried to assist me with the purchase but the Citi credit card was denied again. 

I then called the contact customer service number on the back of my Citi credit card to ask why my card was being refused for this purchase. I received a robot automated message at the customer service number and when I requested a representative the robot went through a list of issues which did not apply to my situation. I kept repeating representative and the robot would give me another list of issues which were not relevant. I needed to purchase XXXX  for my dog thus it was important to resolve the issue quickly. 

Since I never carry a balance, pay my statement monthly, had a small amount charged to the card and had not received a notice of any kind informing me there was a security issue with my card, I couldn't understand why the card was being denied. 

I was extremely frustrated at not being able to contact a representative at the Citi customer service number so followed up with an email to XXXX XXXX, the Citi President, XXXX XXXX Chief Administrative Officer, XXXX XXXX Chief of Staff to CEO, XXXX XXXX, Senior Vice President XXXX XXXX XXXX, explaining the situation and asked for assistance asap since I needed to purchase the medication for my dog. 

I received an automated email from Citi Executive Response Unit informing me they were investigating the issue and would provide a response within 15 days which I forwarded to the above mentioned individuals asking if they felt this was an appropriate way to respond to a customer needing a prompt resolution. They did not respond and never respond to email inquiries. 

Customers having an issue with a credit card purchase must be able to reach a representative when they call the number listed on the back of the credit card. They must be able to speak with a representative who can actually research the issue and explain why the card is being denied. Citi has a responsibility to provide this for card holders. 

In the past when I have been able to reach a person, they were based in a foreign country, spoke broken English and had a poor understanding of the issue. Citi does not value customers, does not provide proper customer service when needed and makes biased decisions against the customer when a claim is filed against a company for defective products or inferior service even when photos are provided which prove the items received are defective. They always rule in favor of the company allowing charges to be made for damaged products despite visual proof. 

I have been able to resolve the card issue with a XXXX  supervisor but what if I were trying to purchase XXXX  for myself or there was another emergency and I needed to place a charge on the card but could not. Cardholders are literally left out in the cold with no assistance available. I listened to list of 15 choices from a robot, none of which were appropriate for my issue. I needed to speak with a person who could actually help me.

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