Consumer complaint received 2023-07-09
Company: CITIBANK, N.A.
State: TN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
I applied for a Citi AAdvantage Platinum Select World Elite Mastercard at the beginning of XX/XX/2023 for the sole purpose to immediately start earning miles for XXXX XXXX flights. I received the card in the mail around the middle of XXXX. After activating the card and making my online account, I called the customer service line to reduce my credit limit. There was XXXX issues verifying my identity, and I was able to successfully and easily reduce my credit limit. Later, I attempted to make my first purchase -- buying concert tickets through XXXX. The purchase was declined, so I called Citibank back to inform them it was indeed me who was attempting to make the purchase. Prior to speaking with a customer service agent, I had already provided the last 4 digits of my SSN and even the secret passcode for my account. When I finally reached an agent, I was asked for my cell phone number, so they could send me a verification code. I provided the phone number -- the ONLY phone number I provided when opening my account and the SAME phone number I had called from earlier in the day. The agent proceeded to tell me that they could not use this phone number to send me a code to verify my identity, and then asked if I could provide another phone number, such as a work number or landline. First off, how does it make any sense security-wise for me to provide a phone number that isn't even linked to my account? After I told the agent I did not have another phone number, he said the only way to verify me was to send me a letter through the mail. After going back and forth with the guy on how that made zero sense, I had no other option but to wait for the letter to come in the mail in order for Citibank to verify my identity, so I could have my card unblocked and be able to use it. When I received the letter, I called to get the card unblocked, and I also asked what I needed to do so that I do not have to wait another 5-7 days for a letter if this issue was to ever happen again. The agent said that I could provide my husband 's phone number as a back-up phone number to receive verification codes. Fast forward to today, XX/XX/2023, I had received a text message from Citi last night saying " Please confirm you recently opened a Citi Advantage Platinum Select Card acct. Yes=1, No=2, etc... '' I thought this was quite odd and suspicious, as I opened the card in XXXX, and it is now XXXX. I did not respond to the text message, but when I logged on to my account, I saw a message about possible fraud ( however, I did not see any fraudulent charges on my account ) and that I needed to call Citibank to fix my account. I called the number provided, gave the last 4 of my SSN and my passcode prior to speaking to an agent. Once I spoke to the agent, she said she needed to send me a verification code before I could review the possible fraudulent activity on my account. I provided her with my phone number, which is still the same phone number that I opened the account with. She put me on hold for 3 minutes, then came back to say that she could not use that phone number. I then provided her with my husband 's phone number, since I was told in my previous phone conversation, that I could use that to receive verification codes. She put me on hold again for another XXXX minutes, then came back to say that number could coincidentally also not be used. She then asked if I had any other phone numbers that could be used ( once again, how does this make logical sense? ). She said the only option to verify my identity was to wait for a letter in the mail that would come in 5-7 business days then for me to call back to discuss the possible fraudulent activity on my card. I asked her why do I need to wait for a letter in the mail when I have already provided two different phone numbers that should be the only numbers linked to my account? She could not provide an actual answer. I do not understand this verification process. It is absolutely absurd, inconvenient, and anti-customer. I understand and appreciate Citibank looking out for me ( and themselves ) for suspected fraud, but I did not open the account to not be able to use my card. My card has a promotional offer with spending requirements that have to be met within 4 months, and I have already lost 2-3ish weeks due to this insane ID verification process.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation