Consumer complaint received 2024-09-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Application denied
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
Three interactions with citi cards customer service : XX/XX/XXXX : Called to ask why I had not received a replacement card for a Double Cash credit card expiring XX/XX/XXXX. I was told that the account was under review, but was unable to be connected to a supervisor due to high call volume. Was ultimately told to try calling back at midnight or early in the morning, both not feasible given my work schedule and household duties. Was told the line was 24 hours, but when I called back later that week at XXXX on a friday got a message that lines were closed and I should call back during Monday-Friday business hours. 

XXXX : Finally able to take the time to call back and follow up. Was connected to a supervisor who was able to confirm that the account was under review, told me I should have received a letter a month prior ( never received ). The supervisor helped me to submit a request that they reconsider the decision to not renew my credit card, as I need access to this line of credit. My credit score is not great, I am working to repair it after COVID-related financial difficulties ( thus wanting access to this line of credit ), and I was NOT told that the request for reconsideration would involve a credit check, which further lowered my score. Had I known that, I would not have bothered with the request. I was told that I would receive a letter by the end of the week with more information about their final decision. 

XX/XX/XXXX : I did not receive any letter, so followed up a third time to try to resolve and get some transparency around what is happening. I was connected to an extremely rude agent who interrupted and spoke condescendingly to me. He told me a letter was sent out on XXXX, which I did not receive, and he told me I should be able to see the letter online but was unable to confirm where ( I am still not able to find it ). He finally offered to connect me to their IT department to help me find the letter online, but I was disconnected.

I have spent over three hours on customer service just trying to understand what is happening with my credit card. They perhaps did send out the letters and other requisite communications on their end but I have yet to receive anything. At this point I do not need this card reopened, that would be great but I do not trust their customer service to handle things correctly. I just want the letter from them that details why the request to keep my card open was denied, so that I can work on those issues for future credit card and financial product applications going forward. I am a working mother and do not have time to waste being passed around customer service with no resolution. Ultimately, while it is their prerogative to not renew my credit card, it IS their responsibility to communicate their decision with me and not only did they fail to do so, they failed repeatedly after multiple followup attempts on my end.

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