Consumer complaint received 2023-07-08
Company: CITIBANK, N.A.
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
On XX/XX/XXXX - When attempting to make an online purchase using my CitiBank CitiAdvantage Platinum Card, I received an email and text message stating suspicious activity had taken place on my card and to call CitiBank to resolve. Considering I had just attempted the transaction, I assumed I would just need to call and confirm the transaction. I immediately called the CitiBank Fraud Department where I was asked to state my name and my account code word for identity verification, which I promptly did. I was then told I needed to provide the phone number on my account to further verify my identity, which I did. CitiBank then placed me on hold while they verified my account information. The fraud representative came back and asked if there was a different number I could provide for a " callback '' as the number I provided could not verify my account. This was surprising because I have had the same phone number my entire life and it is the same number that I received the Fraud Alert text on. The representative told me they are unable to provide any more information on the account for identity protection purposes and they would need to send a letter in the mail to verify my identity, during which time I would be locked out of my account completely. I told them that was not the route I wanted to take and to speak with a supervisor, who gave the same information word-for-word, without providing any explanation as to why I could not access my account anymore, not even to confirm there was a potential fraud on my account. Over several calls, I continually asked why I was asked to call the Fraud Department if I could not even speak with them regarding the issue nor receive an explanation as to what was going on, causing a large amount of emotional distress. Further distress is being caused by CitiBank as I have payments that must be made which can not now and will collect interest due to CitiBank 's frivolous locking of my account against my will. I researched the topic and it appears this has been an issue for CitiBank Cardholders for several years. Some testimonials referenced alternative methods for verification that worked for them in the past, such as verification from another bank, Driver License, Mailing Address, etc. I called CitiBank Fraud Department again, as well as the Main Customer Service Desk and offered several methods of verification. I was met each time with no assistance other than asking me for other numbers for them to callback on, which made me start to wonder if this was a fraudulent act in of itself. I asked the Fraud Department to file a complaint on my behalf as I feel it was unethical to lock me out of my account with no explanation and subject me to potential emotional and financial distress even though my number is clearly on file, or how could they have sent me a Fraud Alert Text? It was also concerning to see numerous online threads dating to XXXX regarding this exact issue at Citibank, with some customers waiting for up to three ( 3 ) letters, each with deliveries of over ten ( 10 ) days. It's unacceptable especially with upcoming payments that must be paid on time and it was no fault of mine this issue is occurring.

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