Consumer complaint received 2016-12-05
Company: CITIBANK, N.A.
State: WI
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
Citibank is not allowing me to make payments, violating my privacy and harrassing a customer in good standing, claiming they need to verify my identity on my new Diamond Preferred Account. They have locked my account online and all other methods of access. 

XX/XX/2016, I applied for a 0 % APR Diamond Preferred Card through Citibank. The card was granted and sent to me. I requested the card for a specific trip that I am currently on. I charged {$2400.00} to the card from a mix of XXXX and XXXX vendors. XX/XX/XXXX, I decided to make a {$1400.00} purchase from XXXX a XXXX vendor. The charge was delcined. 

When the charge was declined I assumed it was likely due to some sort of protection mechanism that Citibank had in place since the vendor is from XXXX. A few days later I received 2 letters stating the card had been flagged for fraud. 

I immediately called to get the card released and handle the misundertanding before I left on my trip. Upon calling, I found that ( oddly ) they had the wrong phone number on file ( a former number ) they were using that number to identify me and nothing else. ( Meaning they were sending a confirmation ID and since I no longer had the number they could not identify me ... despite asking me for another Citibank credit card I had on file with them and verifying all other information. ) I was told at that time I needed to either mail or fax in a copy of my social security number ( the entire thing ) and a copy of my driver 's license. I initially refused and stated that I believed I was a victim of internal fraud with Citibank. ( Citibank Diamond Preferred card : XXXX, number initially called. vs. my long time XXXX XXXX Citibank card : XXXX ) I declined Citibank Diamond Preferred 's request to send in a copy of my social security card and my driver 's license and immediately called the other number on my long-time card. The XXXX Citibank card customer service transferred me back to the Diamond Preferred Citibank card, confirming to me I was talking legitimately to Citibank. It was confirmed to me I had the right organization and attempted to make a payment online, and while I was able to link my XXXX account to my Diamond account. It would not allow me to make a payment on my Diamond Account. 

I called them and confirmed I would NOT be accruing interest or late payments ... since I was not able to make payments to my account. They verified in fact I would not accrue interest or have any late payments logged since they were the ones holding my account. 

They would not unlock my accoutn without the driver 's license and social security number. After much haggling and escalating the call ... I finally gave in and faxed my driver 's license and social security card. I called to confirm they received them. They had and told me to wait 5 days. I did and called again. At this time they said they could not confirm my identity still and needed more information. They gave me options, one of which was my utility bill. 

Again, against my best interest, I wanted to get this resolved and sent them a copy of my utility bill. They told me to wait 5 to 10 days. I waited and then called back again. After waiting I called to verify the card had been released. 

Incredulously. a week ago I found out that it was not, and it would not be released. They had a new request. They asked if I had credit cards with any other credit card providers ... XXXX, XXXX etc.? I answered that I did. 

They then stated that to release my account and to verify my identity they would need the numbers of those credit cards and account numbers!!!! Incredulous, I stated there was no way I was providing that to them and informed them they were in violation of privacy. 

I have been traveling the nation by vehicle and had hoped to find an in-person bank that I could go to, to discuss .. but they have closed branch

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