Consumer complaint received 2018-10-23
Company: CITIBANK, N.A.
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
1. In XX/XX/2018, I applied for a Citi Double Cash Mastercard online. 
2. I received an email from CitiCorp told me I was approved and I would be receiving my card in the mail. 
3. After I received the card, I was given instructions on how to activate it. 
4. Citi failed to activate the card online or by phone calls to an tollfree customer service number. I tried this several days in a row. I was told each time that they needed additional info, but they could not divulge what that info was. I was to receive a letter telling me what they needed. Bear in mind that email told me I was approved, and I wa sent the card, but they refused to activate it. That is misrepresentation and consumer fraud. 
5. When I received that letter, it asked for me to submit a Social Security number verification form ( SSA-89 ). I was alarmed they asked for this, as I have never in my 59 years of life asked to prove my identity or SS # with such a form. Naturally and immediately I wondered if another person was using my SS #, so I ordered my free annual credit reports to view whether there was any indication of fraudulent access. 
6. After receiving these reports, I saw that there was no indication of fraud or access, and my credit history and rating was perfect. That's right, perfect. Not one late payment or unrecognized credit line, card, etc. 
7. XX/XX/2018. I called Citi customer service expressing my outrage that they've put me through this scrutiny, that I viewed my credit reports and there was no questionable info or indication of fraud, and so I resented them refusing to activate my credit card and asking for proof of my SS #. The rep then said there was an alternate method they could use to activate my card. She would text a code to my cellphone, and I would confirm that code once I received it. So we went through that protocol, and my card was activated. Because the alternate method of activization and verification of my identity was used, I was told that the SSA-89 was no longer needed. As in all communications, Citi has records of customer service calls and emails. This is precisely what I was told. 
8. I immediately started using my card and paid off -- in full -- the balance before the first bill was due to reemphasize my credit-worthiness. 
9. Later, my wife was added to the account and received a card and activated immediately with no request for additional info or an SSA-89. We continued to use the cards. 
10. On some date between XX/XX/XXXX and XX/XX/2018,  our account was closed arbitrarily by Citi without us receiving a prior alert or warning by phone, mail or email. I found out on XX/XX/XXXX by having the card rejected at a retail register checkout, causing embarrassment and anger. Furthermore, Citi closing our account may have damaged our credit rating!

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