I am a Citi credit card customer for almost 8 years. I made a credit line request from online account on XXXX XXXX 2015. The request resulted in a Hard inquiry on my credit report. 
The credit line increase with Citi card has always been a soft inquiry for me in the past 8 years. 
In response to my complaint with CFPB, Citi executive replied ( response attached ) " When a credit limit increase request is submitted, online or by telephone with a representative, the request may be instantly approved without a credit bureau review. If the request requires additional review, you are notified that we need to obtain a copy of your credit bureau report. " When I applied online my request was immediately denied. I did not get a message that someone will respond to me in 24 hours. Based on the Citi executive response I contacted them again and the representative mentioned it specifically mentions if my credit bureau report will be pulled. The website interface is very misleading, when a customer goes to Credit line increase page, sometimes it says " customer will receive instant decision and bureau report will not be requested and few other times it says " bureau report will be obtained and reviewed in 24 hours '' ( see attached ). I told representative that I might have been shown the page with bureau report required but since I was declined instantly it should have been the page when it does n't require credit check. When I asked for a proof the executive said, she can not provide the proof of which page I clicked on as the information is proprietary. I do not understand if it is my information why the bank can not share with me what I submitted rather than saying I must have clicked on the page which says bureau report required. 

I have attached below : 1 ) Previous complaint and Citi 's response. 
2 ) XXXX screenshots of different message on the same page which leads to confusion for the customer. 
I would appreciate if Citi can remove the hard inquiry as my request was instantly declined and if it was a hard pull page I would have got a message after my request that it will be reviewed within 24 hrs. 
It is sad that Citi can not provide the proof and mistrust a customer woh has been banking with them for 8 years. 
