Credit card -- Other features, terms, or problems -- Complaint #9509794
Complaint Overview
Complaint ID: 9509794
Company: Citibank, N.A.
Product: Credit card
Sub-Product: Store credit card
Issue: Other features, terms, or problems
Sub-Issue: Problem with customer service
State: Texas
ZIP Code: 77077
Date Received: 2024-07-14T12:00:00-05:00
Date Sent to Company: 2024-07-14T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
I purchase a tv in XXXX. The night before going to the store, I activated a XXXX % rewards back that was sent to me as a credit card holder ( photo attached ). I wanted to be sure that was on there for future purchases ( aka a laptop and tv I had been eyeing ). The next day I go to the store, a rep helps me with getting my tv and is talking to me trying to upsell me on other things even as we get to the cash register its so distracting that I accidentally select the wrong radio button and choose XXXX month financing instead I tell him we need to cancel and do over and he says dont worry I can call Best Buy card services on the back of the card to have them switch it to the XXXX % rewards. He loads my tv and I leave. This was on a Sunday. Credit card services office was closed so I called Monday and they told me they could not do what the rep said and I will have to go back to the XXXX XXXX in XXXX. So I go back to the store and talk the the manager XXXX, who is now the general manager and tell him what happen on the previous Sunday with the rep, show my receipt, the screenshot of me activating the XXXX % rewards offer, and he says he cant switch it, he did not offer a gift card for the XXXX % on the previous purchase. He simple stated he didnt know why credit card services sent there but he stated he would give me 10 % off my next purchase. I was like how do I know youll be hear and how do I know you wont follow through on your promise. He told he wasnt that type of guy- he was not like that. I told him great because I had been eyeing an XXXX laptop and needed a new refrigerator. I showed him the laptop. He started talking to me about the membership plan and no point did he say when I came back he would not be able to discount my purchase if XXXX was included. Fast forward, I show up today XXXX and one he is not at the store and when I asked can he contact me because he made the promise to me and Best Buy has promotions that are ending today- he refused to call saying he is spending time with his family. Like I understand but this is a one case and the other manager on duty didnt know what was going on and was unhelpful and borderline argumentative. It was such a bad customer experience and managers should be held to a higher standard and just know better and follow through when they say they will do something.
Frequently Asked Questions
What is Complaint #9509794 about?
Complaint #9509794 was filed against Citibank, N.A. regarding Credit card specifically about Other features, terms, or problems. It was received by the CFPB on 2024-07-14T12:00:00-05:00.
How did Citibank, N.A. respond to this complaint?
The company responded with: "Closed with monetary relief". 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.