Credit card -- Trouble using your card -- Complaint #8417761
Complaint Overview
Complaint ID: 8417761
Company: Citibank, N.A.
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-Issue: Can't use card to make purchases
State: New York
ZIP Code: 10035
Date Received: 2024-02-25T12:00:00-05:00
Date Sent to Company: 2024-02-25T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Poor customer service practices in Citibank 's fraud department. XXXX : I rec 'd a fraud alert in app and promptly called the bank, as the primary account holder. I provided my full name, code word, personal credit card #, and additional XXXX card # ( business account ). Rep would not listen and kept talking over me, asking if it was a debit card even though I repeatedly stated this additional # is a credit card and the only other account I have with this bank. I explained we are trying to add this card to a new phone. Rep says she can not verify me to be myself and can not send a code to my phone despite all the information I already provided. Rep asked for the account # s for other banks ( checking ) that pay my credit card. Really? never heard of this. 1st Rep was unprofessional and kept asking for more and more info after I answered her Questions. She would not send text to my 1st or 2nd Phone # s or my email address on file. This rep asked if I was at work or had access to my work info, on a SATURDAY. There is no connection to my work and this card. I listed no work # or email. Rep tried to hang up on me, while I asked for the manager many times. Manager came on call and tried to add card to our 2nd phone. Manager was more professional but was not able to add card due to technical issues. XXXX : called to try and resolve again, same issues. Gave password, card holders name, credit card #, business card #, Rep still asking for NON citibank private account/ checking # s. Requested to verify with alternate phone # s listed on Citibank account. All additional card members on the line as well. Agent would Not verify via three phone # s listed on account. Goal post keeps moving. Big waste of time last 22 days. Fed up, will cancel card after 35+ years.
Frequently Asked Questions
What is Complaint #8417761 about?
Complaint #8417761 was filed against Citibank, N.A. regarding Credit card specifically about Trouble using your card. It was received by the CFPB on 2024-02-25T12:00:00-05:00.
How did Citibank, N.A. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against Citibank, N.A.?
Yes, visit the Citibank, N.A. company profile at readthecomplaint.com/company/citibank-n-a to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.