Consumer complaint received 2018-12-16
Company: CITIBANK, N.A.
State: MA
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:
Late XX/XX/XXXX - Called the Citi Fraud Prevention Team in  response to a flag that I viewed in my online banking which indicated that there were possible fraudulent transactions on my account. I indicated immediately that I was traveling internationally and required the card. I was asked several security questions which I correctly answered before being asked for my US cell phone. I indicated that I currently do have one. I was told that because I do not have a US cell and am not calling from a verified number I need to provide my full checking account number. I indicated that I did not have that information to hand and could only do so once I returned to the US. The customer service representative indicated that until I did so they could not provide me with any information about the potentially fraudulent activity. I asked to speak to their supervisor but was told that they were unavailable but would call me back shortly. I provided a local number in XXXX where I was staying however nobody called me. 

XXXX XX/XX/XXXX - Called for second time from an international number while traveling in XXXX. Provided, upon request, the correct answers to several security questions including whether I was the sole cardholder, whether I had any other Citi products but could not provide my full checking number - I told the customer service representative that I am traveling abroad and do not carry my check book with me. Follow up question was " Have there been any changes to your account recently ''. I said that I do not understand the question could you please elaborate. No meaningful guidance was provided. I indicated frustration with a vague, non-precise question and indicated that I wanted to complain. The individual indicated that he would raise a complaint with the appropriate team. 

XXXX XX/XX/XXXX - Called from my 'verified ' home number I was again asked to provide my full checking account number which I did. I was also asked to provide a reference number for the case which they would have sent me on any written communication. I indicated that the letter I was sent had no reference number ( see attached letter ). I was not provided with any information about the potential fraud that occurred on my account so I asked to speak with a supervisor. 

After providing the supervisor, XXXX, with the full background to the case, I indicated that I wanted to make a formal complaint about Citi 's security questions because they were not reasonable and I already answered most of the previous questions correctly. The supervisor indicated that whenever I phoned from a 'non-verified ' number I would be prompted with questions of the type of have been asked. I asked if it made sense for someone to be traveling internationally with their US check book on the off-chance they had a need to call Citibank. I indicated that I wanted to cancel the card and the supervisor confirmed she would do so. Despite me asking, the Supervisor did not provide any details of the fraudulent transaction despite having identified me and after I provided the requested information ( except for the 'reference number ' for the case ). 

As expressed to the supervisor on the call, I have been a Citibank card holder since XXXX and have used the card regularly. Because of the regular use I rely on the card especially when I am traveling so that I do not have to take large amounts of cash. The issue with the Fraud Prevention Team left me without use of their card for three weeks when I was traveling in XXXX and despite three calls, at Citi 's request, I have still not been informed about the nature of the potentially fraudulent transactions nor whether I am responsible for the charges.

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