Consumer complaint received 2020-01-31
Company: CITIBANK, N.A.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Privacy issues

Complaint:
On XX/XX/XXXX, I was notified that my new Citi credit card had been shut down due to " suspicious activity ''. Given that the start of the card timed with a string of quick buys on XXXX XXXX   during a video gaming event, I understood and called the company in good humor. In the below information, I have put an asterix ( * ) ahead of my major concerns as there are many issues that occurred. 

In order to confirm there was no fraud taking place, Citi asked me to give them a phone number to verify my identity. I provided them with the number on the account. This is the only phone number on the account, as it is the only phone number I have had since XXXX. I was notified by Citi 's fraud department that they could not use this number to verify my identity because my name was not on the account for the phone. I am on a family business plan. When I asked the relevancy of this information given that I was providing the number on the account ( which they confirmed ), they stated that it was policy that the number used to identify the card member had to be in the card member 's name regardless if the number was on the account or not. The City fraud department then requested that I provide another number to use to verify my account. 

*As stated, there are no other phone numbers associated with the account, nor do I have another phone number - or even one that would be associated with my name if they're doing a check like that. Here I would like to express concerns that they're doing checks on phone line ownership. The status of the ownership of my phone line does not impact the fact that it is the only phone number associated with the account and the only one they should be using in contact with me. 

Once it was clarified to the representative that I do not have another phone line, the representative said that they would like to try something and put me on hold. After several minutes, they notified me that they tried another number and did not reach me. This was obvious to me as my phone was the only one in the home ( no landline ) at the time of the call. 

*They stated that they called a number associated with my name, confirming that it was not associated with the account I had created with them, and had reached my grandmother, notifying that they were calling from the Citi Fraud Department and telling her that there was an issue with my card. At that time, I was then required to disengage from the Citi call to discuss with my grandmother, whom I have not lived with since XX/XX/XXXX and has never had any control or interaction with my banking information, my financial situation. 

*After several minutes, I called Citi back and reached a new associate. When I asked where they retrieved my grandmother 's phone number from, I was notified that Citi uses public records to search and confirm account holder information. 

Once I had confirmed with the representative that there was no other way to verify my identity except through an associated phone line or to wait for Citi to mail me a confirmation number, I was additionally notified that it would also not be possible to close the account until these steps were taken. I requested to be escalated to a manager so that we could flag the account for closure and proceed as quickly as possible as I no longer trusted Citi with my personal information. I was notified that managers were not available at this time and would call me back as soon as they were available. 

At XXXX EST, Citi called me with two back to back phone calls overriding my " do not disturb '' phone setting ( waking me up ) and left an automated message. 

Citi has since made no further steps to resolve the situation. At this time, I have no intention of unlocking the fraud lock on the card except to close the account, as I prefer it not to be used again.

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