Consumer complaint received 2017-08-25
Company: CITIBANK, N.A.
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Delay in processing application

Complaint:
On XXXX/XXXX/XXXX I submitted an online application for a Citi Double Cash XXXX. I have excellent credit, and  minimal debt so I was surprised when my application was n't immediately approved. Instead, I received an online notice and subsequent email confirmation indicating my application was received and Citi would be in touch within a week. On XXXX/XXXX/XXXX after waiting a week and hearing nothing from Citi, I tried to check my application status online through the link provided in the email confirmation. The application ID was autofilled based on the link in the email, and I entered my zip code as requested ; I received an error message indicating the information does not match Citi 's records. After a few tries, a message appeared indicating my request could not be completed, and that I should call XXXX for further assistance. I called the number and entered my SSN into the phone system when requested. The system advised that there is no indication that an application with my information had been received. After trying a few more times, my call was transferred to an agent who was able to locate my account, but indicated that a letter had been mailed to me and she was unable to take any information from me or to process my application at that time ; I needed to wait for the letter. The agent indicated that the letter was just mailed, and could take 7 days to reach me. I hung up, frustrated that I 'd wasted a week and did n't know why my application had n't been processed. I finally received the letter in the mail on XXXX/XXXX/XXXX. The letter says : " We 've stopped reviewing your application. Thanks for your interest in the Citi Double Cash XXXX account. We ca n't finish processing the application because of the following : We could not verify the accuracy of the credit information on your application. In order for us to continue processing your application, please call us at XXXX .... If we do not hear from you within 30 days from the date of this letter, we will be unable to give your application further consideration. '' I called the telephone number provided in the letter ( the same number I 'd called the week before, when I was told I had to wait for this letter in order for my application to be processed ). Again, when I entered my SSN the system indicated there is no record of my application. Again, I was transferred to an operator who apologized and indicated that a letter had been mailed to me, that it would take 7-10 business days to reach me, and that she was unable to process my application until I receive the letter. She also indicated that Citi was unable to verify my address ( the address on my application, and the same address at which I had received the letter ) nor my telephone number. I was told that I could not verify my address and/or phone number by phone, and that Citi will require me to provide documentation. The agent indicated she was unable to tell me which information would need to be verified or what documentation I would need to provide and that I needed to wait for the letter. 

My credit score has been impacted as a result of the inquiry ( which appears on my credit report, despite the fact that Citi 's system ca n't find my SSN when I call ), and although it appears that Citi is concerned about Identity Theft based on a discrepancy between the information I submitted and the information in my credit report, I have no idea what that is or whether I should also be concerned. In addition, after two weeks and two very frustrating phone calls, I do n't know what information Citi needs in order to process my application, and I do n't have any idea how long I 'll need to wait in order to obtain a decision. And given the less-than-stellar experience as an applicant, I am not particularly confident in Citi 's ability to service my account, should my application be approved.

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