Consumer complaint received 2016-09-01
Company: CITIBANK, N.A.
State: FL
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
I received a Double Cash card from Citi in early XXXX XXXX and began using it. Somewhere between XXXX XXXX ( do n't remember the exact date ) my card was declined at a local grocery store. On XXXX XXXX I tried logging into my Citi account. I had not set one up yet, but the site said that I already had, I am assuming it means when I first applied for the card online. I do not remember what password I used ; rather than let me reset the password online, an error message told me to call a customer service number instead. I called that number, which turned out to be their 'early fraud ' number, but before I am able to reset my password to get into my account, they needed to verify who I am. I am able to provide everything they ask for ( security word, address, email address, SSN, phone # ), but they say they are unable to 'verify ' my phone number. This is the only phone I have ( cell ), and this phone # is literally the only phone # that has ever been registered to my name ( had it for 10 years now, through XXXX ). They said that they have a database that has phone numbers associated with their clients, and that they have a different number on file for me than the one I am giving them ( the one I am calling from ... my only number ). This card is the FIRST time I have ever done business with Citi, and this is the phone # I provided on the application, so I ca n't fathom why they would have another number on file for me. One agent even admitted that their information could be incorrect, but that the only way for me to get around it was to either call from that other magic number they have on file for me, or to fax copies of my driver 's license, social security card, and a utility bill to them. 

They have me by the short ones here. I am compelled to send this personal information ( which I am uncomfortable sending over fax for identity protection reasons ) to them because at this point I have already used the card for a few weeks. I have charges on it that I need to be able to pay off, which means I need to be able to get into my online account, which means I 'll have to do what they say. Perhaps the worst part of all this is that I know that some of those charges are nearing the time when I will start to be charged interest on them ( of almost 20 % ), or they might already be there. So now for the entire duration that it takes them to resolve this using my faxed docs, I will be being charged interest of 20 %. I would like to think that wont't be very long, but given the nature of the phone calls I 've already had with them over this, I am not too hopeful that this will be resolved quickly. I have already spent a few hours dealing with their reps and being on hold over the course of 3 phone calls. I have spoken with 3 different reps, and asked to speak with a supervisor twice, both times the supervisor has been mysteriously 'not around right now ' or 'busy '. I 've been told that a supervisor will call me back right after they wrap up with another customer ( ironically they had no problem saying they would call me back on this same phone # ... the one they are convinced is not actually mine ), but that was 6 hours ago and I have not been called back. 

From your drop-down issue selector I am marking this a 'Customer service / Customer relations ' issue, but it is also a 'Identity theft / Fraud / Embezzlement ' issue due to them having put the hold on my account in the first place. I also think that this will evolve into a 'Billing disputes ' / 'Billing Statement ' issue due to the fact that by the time this is actually resolved I will likely have interest to pay off that I otherwise would not have had if they were not so convinced that they know my personal phone number better than I do.

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