Citibank N A Complaint - Citibank does not care about its Mastercard customers
This is not the first time they do something like this, but this time they didn't help at all. Once in a while, for no apparent reason Citibank refuses a legitimate transaction and acts as if it has no repercussions on their customer.
Earlier today I shopped for about one hour with two kids in tow, accumulating over $400 of materials. When I went to pay with my Citibank Mastercard, the transaction was refused. I asked to use the cashier's phone and she sent me to the store's customer service phone. After some begging and insisting, the customer service person let me make the call.
I called Citibank. They asked security information (good) and I asked why my transaction was refused. They said my card was reported stolen. Confused, I assured them that I never did such report, I am the only owner of the card, I have the only said card in my possession and it has my picture on it (another good feature which helped me stay with Citibank). At this point I get transferred to a 'security specialist'.
The security specialist informs me that the card was not reported stolen but was compromised and someone called my yesterday to tell me so. Indeed, I got a call yesterday from someone at Citibank saying that a receipt with my credit card number has been stolen and therefore they would be sending me a new card in 7 to 10 days.
Well, as I do not have a new card and clearly 7 days have not passed, I ask them to authorize the transaction. I'm told it can't be done because the account has been closed. So I ask if they can use the replacement account. No they can't do it over the phone. If I knew the number I could make a transaction online but they won't give me the number although I passed all the security questions.
So there I am, 1 hour before store closing (after spending at least 20 minutes on the phone and on hold with Citibank), with $400 worth of materials and no other credit cards or sufficient cash. The store was kind enough to put my items aside so that I can go to the bank (luckily there was one close to make it in time), kids in tow and come back to pay them cash.
So much for having a credit card for emergency needs. Needless to say, this is the last time I go anywhere with only one credit card and I informed them that I'll be closing my account with them and that they lost a customer.