Citibank Credit Card Service - fraud blocks put on credit card - twice - with no phone calls - poor service

Complaints.com received the following consumer message on June 13, 2002:

From: ___cliff rayman___ [Email User]

RE: Citibank Credit Card Service - fraud blocks put on credit card - twice - with no phone calls - poor service

I called Citibank well in advance of some large purchases that I had planned. On my last payment I mailed them an extra $10,000 so that I would not have any problem with the purchases. My wife tried to get gas today, and the credit card was declined.

I called to complain since I had warned Citibank in advance about the large purchases and I am only using less than a third of my credit line. They apologized, removed the security block, and offered me 2000 Airline miles for my trouble. I then had another purchase declined. When I called they said there was another fraud block on my account.

1) I called in advance to make sure they were aware of upcoming activity and was assured there would be no fraud block

2) they did not call when the fraud block was placed, i had to find out by being declined service

3) the daytime employee assured me that everything was ok and no further blocks would be placed on my account

4) another block was placed on my account a few hours later - still no phone call

5) when i called in the evening and spoke to operator NCS313 and Joseph Thomas, they were not in a position to help me, and refused to connect me to anyone on a higher level that could be of assistance.

6) the only thing they could offer was for the fraud department to call me at my home number in the next 48 hours. I explained that I would be out of town in the next 48 hours, and I was running around getting ready for the trip and could not stay home and wait for the call.

7) they were powerless to help me.

8) citibank is not a credit card that can be trusted for use by a business person

9) they have operators on duty that have no authority, and refuse access to any high level employees than one up from the supervisor

10) they have lost me as a customer and I have spent over $500k with them through the years. Settlement Explanation:

I lost out on online purchase today that would have saved me $90. I would like the $90 credited to my account, or 10000 airline miles, whichever is easier. i want an apology for the terrible service. i want a contact name and number of someone i can call that understands customer service and has the AUTHORITY to actually help me when there is a problem in the future. Otherwise, i will take my business elsewhere.