Consumer complaint received 2018-11-18
Company: CITIBANK, N.A.
State: PA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
I would like to submit a complaint about CitiBank and XXXX. 
On XX/XX/XXXX I went into XXXX and applied for a XXXX credit card. However recently I had placed a security freeze and fraud alert on my file because of account information and an address that was not mine were found on my report. 
When I applied for the card I forgot that I had frozen the bureau so I was given instructions to call CITI. After speaking with Citi they said the report was frozen and that it needed to be lifted. I lifted the report for a few days and called them back stating they could pull the report. 
I thought that after that everything was ok. But, I received a decline of application letter after that on XX/XX/XXXX. I tried calling the number on the letter in the need our help section and after going through the prompts it just kept saying that I was declined and then hangs up on you. 
In the letter of decline it just states that Unfortunately, we cant approve your application. We have reviewed your application and cant approve it because we couldnt verify the accuracy of some of the information you provided. How can you correct the information if they dont give you the whole reason why it was declined? Or the avenue to call and talk with someone? Second their letter of decline violates the FCRA. Please see denial letter attached. 
Section 615 1 ) It does not have listed, the name address and phone of the consumer reporting agency- including the toll free number 2 ) A statement that the consumer reporting agency did not make the decision to take the adverse action and is unable to provide the consumer with the specific reasons why the adverse action was taken 3 )  State that I would be able to receive a copy of a consumer report from the reporting agency 4 ) Or the ability to dispute with the reporting agency the accuracy or  completeness of the information. 
It does not give what information they were trying to verify. So I tried calling through a ton of different ways just so I could speak with someone about the application and what information they needed to verify. After getting through to someone in the applications department they said that it was because of the fraud alert that I had on my bureau and that it did not have a phone number. She stated that she would keep the application open for 90 days so I could get this corrected. I had known that it was with XXXX   because that is who they pulled the credit report through when I called the first time after it wasnt instantly approved. 
I then called XXXX and tried to get through to a customer service agent only to go through a million other prompts. At this Point I believe I accidently put an additional Initial Fraud alert ( 90 day alert ) on file through the automated system when I was trying to reach an agent. After several attempts, I finally reached someone I could actually have a conversation with and I asked them to add the phone number to the Extended fraud alert ( 7 year alert ). The agent told me I would need me to send in documentation to have this added. I then asked if I could be authenticated to add the phone number and he said no. The agent stated the he could remove the alert if he authenticated me. I asked him to do that and to make sure he removed the Initial one that I had put on through the automated system. I passed authentication and he said that he would remove the alerts and that it would take up to 72 hours to reflect the changes. Seriously, 72 hours? oh ok. 
I waited a few days and called CitiBank back and went through a million different prompts and people till I got the correct department. ( I think ) They kept wanting my credit card information to speak to a rep, when I kept telling them that I dont have a credit card, Im trying to get approved for one that they said they would keep the application open for 90 days so I could remove the alert. After I got through to someone, I explained the situation and that I had the alert removed and that they can now access the report. I stated that I would not like another hard inquiry on my report and the lady stated that they would not need to do that. She also stated that the initial alert ( 90 day alert ) was not removed, ( the one I accidentally put on through the automated system when I called to remove it ) this one at least had the phone number because it asked for it through the automated system to add it. She stated she needs to review the application and would call me back on the number. She verified my cell number with me, said she would call back in a few days, and I said ok. I waited for the confirmation call back from Citibank because the initial alert was still on the file. 
Thinking that everything is now ok and that I had everything straightened out. I receive another letter on XX/XX/XXXX ( attached ) stating that Unfortunately, we cant approve your application. We have reviewed your application and cant approve it because we couldnt verify the accuracy of some of the information you provided. 
What is the information they need to verify?? I cant correct it if they dont let me know. I am extremely upset now that I have a hard inquiry on my report now and want it removed. I take my credit very seriously and would only apply for a card after very carefully considering if I want that ding to my credit. I have a very good credit score and dont understand the denial. 
They have violated FCRA rules and did not do their due diligence to verify the information to grant the credit. 
Please help me find out the denial for the credit so I can correct it, what are they trying to verify? I would like for the inquiry to be removed and the denial letters that Citi Bank send out to their consumers corrected to follow FCRA rules. 
Please let me know if you need any additional information. 
Thank you

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