Citibank
Three Calls Needed to Authorize Debit Card Transaction

I recently had an issue trying to authorize a transaction made with my debit card on Friday, June 21. I had to make 3 calls to Citi. The first call was to regular customer service and the other two to the debt escalation line. Call number 1 on June 21 ended with the customer service person saying that there was no trace of the transaction or that it had been declined, but gave me the number of the debt escalation people.

Call number 2 on Sunday, June 23 ended with the agent saying that the transaction went through. Call number 3 on Monday, June 24: the agent finally said the transaction was declined and went through the steps to authorize my card. I don't understand why it took 3 tries to get to an agent who would give me a straight answer.

If Citi believes there is a fraudulent purchase happening on my card, why wouldn't they contact me? Is that service an extra fee? I would think that, since I told the first debt escalation person the situation, they should have been aware of what the problem was and taken the necessary steps. Thanks to Citi, my delivery date for my purchase jumped to a date when I would be out of town.

Company: Citibank
Country: USA

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