Consumer complaint received 2018-10-27
Company: CITIBANK, N.A.
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I have two separate issues related to Citibank : First, I was charged an expedited card fee when I requested a replacement card, despite the fact that I did not request an expedited card and I was assured by two different Citibank agents that I would not be charged this fee. Second, when I requested the replacement card, I was first sent a card that had the former account number listed, which was to a closed account, was then sent the expedited card for which I was charged the fee described above, and finally, I was sent a third card that matched in account number and CVV number, causing me concern because I did not request two cards. 

-- Issue 1 -- Around the beginning of XX/XX/2018, I realized that I had misplaced my Citibank Double Cash credit card. I called into Citibank to request a replacement card and to update my mailing address since I have recently changed addresses. After speaking with a representative, I was told that they would be closing the account of the lost card for security and would be opening a new account with a new card number and would be expediting a new card to me overnight. The agent informed me that there would be no fee for the expedited card. When I received the card the following day, I attempted to activate the card, but learned through the activation website that this card was to the closed account. It appeared that Citibank had issued a new card for the closed account. 

Later that day, or perhaps the next day, I called Citibank again to inform them of this error and request a card for the open account. I spoke with another representative who apologized for the inconvenience and offered to issue me the correct card, again ensuring me that no fee would be charged for the expedited mailing. 

Upon logging into my account today, I was charged {$6.00} for and Expedited Card Service Charge. I requested that this amount be refunded by contacting Citibank via their webchat. After informing the agent that I would be submitting a complaint to the CFPB, I was told that I would be receiving a credit for {$10.00} to cover the fee. As of the time I am writing this complaint, my account has not been credited. 

-- Issue 2 -- After receiving the expedited card around 10 days ago for the open account as described above, I activated that card and have been able to use it. However, I received in the mail today a second card with identical account and CVV numbers. I did not request a second card. 

This causes me concern because I have been exposed to unnecessary risk by having an additional card in existence that I was not aware of. Additionally, I am concerned that Citibank may have created and mailed more than these two cards and there may be a card in existence that I do not have in my possession and that I am not aware of. Because the account and CVV numbers are identical, for all intents and purposes, this card was mailed as a active and usable card. This represents a very serious security issue as it may have been stolen or otherwise intercepted and would have been usable by anyone.

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 monetary relief