Consumer complaint received 2025-08-31 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: MD

Complaint narrative:
on Saturday XX/XX/year> around XXXX XXXX or so, I was trying to purchase airline tickets but was not able to. I called Citibank and spoke to XXXX who told me your card is not blocked. I tried over 10 times to make a payment with no success. I called the airline and they asked me to use a different browser and that didn't work. Around XXXX XXXX  I tried again to make the payment but no success. I called Citibank and at XXXX XXXX XXXX  and spoke to XXXX. He said, the fraud dept blocked your account. He didn't know why. I asked to be connected to the fraud dept. A XXXX picked up the phone, he said, I need to verify your phone number. He said, he will call me back. Never did! I called again at XXXX XXXX  - XXXX XXXX. First I briefly spoke to XXXX and then he connected me to a XXXX XXXX in the fraud dept. She could not explained why my card was blocked. I told her, I have been with Citibank for 24 plus years. She aid, we need to verify you. I told her, why didn't Citibank call me or texted me to verify if I am the one processing the transaction? She had no answer. I became upset and she hung up on me. Today, Sunday XX/XX/year>, I tried to purchase bird food from XXXX for {$56.00} and found out my card didn't go through. It was blocked by XXXX XXXX at Citibank. I called between XXXX pm to XXXX pm or so and spoke to XXXX in the fraud dept. He kept asking me questions to verify me. He sent a code to my phone which I verified. he asked me to clear my history in the computer. I don't know why. Then he cleared my transaction of {$56.00}. When asked why they blocked my card, the response was we have other people trying to purchase the same things. I asked him, you are telling me, there are people online doing exactly the same as I am by trying to purchase the tickets from XXXX XXXX and pet food. he said, yes. I told him, I don't believe it. I asked again, what is the reason for blocking my card? why didn't you call me or texted me? He said, XXXX XXXX, since you don't believe me, i am going to end this call and you can call fraud dept. I said, aren't you the fraud dept? he said, yes but since you don't believe me, i am going to cut this call. I asked, do I need to believe you? He said, yes but since you don't I am going to hang and your card is now blocked. Then he hung upon me. 
I have been with Citibank for over 24 years and never been treated this badly. In the past, Citibank has sent me a text or called to verify my account but this time they just flat out blocked me without any reason and failed to notify me. I am very upset and frustrated. The lack of customer service and no apology what so ever from any of the staff. It is like, I owe them something. I have been a loyal customer for all these years and this is how I get treated. I would appreciate your kind help. Thank you so much.

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