Consumer complaint received 2017-09-02
Company: CITIBANK, N.A.
State: WA
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:
My name is XXXX XXXX. I applied for XXXX XXXX credit card issued by Citi Bank on XX/XX/XXXX and immediately approved with credit limit of {$4000.00}. I was waiting for my card to come in a mail, but then I got a letter from Citi Bank saying there is potential suspicious activity on my account and they are blocking the card. They asked me to call to XXXX to resolve the issue. I called the number that they provided and answered all security related questions that they asked me. Then they asked me if I have a phone where I can receive a text message. So I told them to send me a text message to the number I put on the application when I applied the credit card. Then they told me that they ca n't send the text message to that number because it is not verified. I asked them what do you mean by verified number? They told me that they have 3rd party company providing them my public records and the phone number on my public record and the phone number that I am using currently are n't matching. I told them I work for a cellphone company ( XXXX ) and my company is providing me a cellphone, which is free to use with unlimited call, text and data. They told me they can only send a text to verified number. I told them this is the number I put on the application when applying for credit card and this is only number I have. I provided them another phone number, which I borrowed from the company. Again, they told me that they ca n't send a text message for verification to that number. I asked them, " then what would you do if you are under your family plan and your parents or cousin or someone who is not even related to you are sharing the plan? Are you saying you can only verify the number for the person who is paying the bill and everyone else under the family plan can not verify? '' They told me only thing I can do is providing them " VERIFIED '' number or until then my account will be blocked. 

I was XXXX and I told the person on the phone to close the credit card. He told me that they can not close credit card until I provide them " VERIFIED '' number. I asked them are you telling me to go to XXXX/XXXX/XXXX XXXX XXXX store and open up a phone plan under my name to just to verify with you guys? '' They told me " No, all we need is your verified number ''. Whatever phone number on the public record is probably outdated and whoever the 3rd party company Citi Bank used for fraud verification is not doing their job right. 

Overall, this credit card has an annual fee of {$95.00}. Today I received the credit card but its blocked and I ca n't use it and paying $ XXXX. This fraud department at Citi Bank are fraud themselves. This is insane to take my {$95.00} for annual fee and not letting me use the card by blocking it. Also I provided them a legit phone number and they keep telling is it is not " VERIFIED '' number is just insane. 

I applied to XXXX XXXX credit card because I am planning to travel to XXXX XXXX end of this month and wanted to buy plane ticket on XXXX so that I can get x4 times points as well as {$100.00} credit for XXXX XXXX Entry fee. Now I am blocked and ca n't use my card to purchase. Flight ticket can go up anytime soon and it is better to book as soon as possible. This whole fraud department at Citi Bank are commiting fraud themselves and seriously need for investigation.

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