Consumer complaint received 2016-07-07
Company: CITIBANK, N.A.
State: TX
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
Good afternoon. On XXXX XXXX, 2016, I applied for a Best Buy Credit Card which is supplied through Citibank. When the original application was submitted, I gave my work address as the statement mailing address since we would be moving later in XXXX. On XXXX XXXX, 2016, after receiving our first statement, I called the phone number listed on the statement to payoff of the card balance by authorizing an electronic debit of my checking account. The payoff information was accepted through Citibank 's automated system and I was advised my payment would be posted within 5 days. I went back to the system 's main menu to request an update to my address now that our move had been completed ; I was then transferred to a live customer service representative. When I advised the customer service representative that I wanted to update my address, she requested my phone number which I provided. This is the same phone number I have had for years. I was told by the representative that she could not verify my phone number in her data base. I was then transferred to another department and spoke with another representative. I was again told that my cell phone number could not be verified and I could therefore not update my mailing address. I then asked if I could provide my SSN to prove my identity and was told that my SSN could have been stolen. I then proceeded to tell the representative that Citibank had just accepted my personal bank 's transit routing number/checking account number to pay off the account balance in full so I did not understand why updating my address ( for Citibank 's benefit ) could not be done. I was then told that " anyone '' can make payments on an account. I was asked for information on the back of my credit card but unfortunately, I had brought with me to work only the account statement. I told them I would call back the next day once I had the card in hand. I then called back on XXXX XXXX, 2016 with the credit card. The customer service representative who answered the call told me again she could not verify my cell phone number and that she could not update my address even though I had the card. I proceeded to give her several other phone numbers ( my husband 's cell as well as out prior land line number ). I then asked to speak to a supervisor and was told someone would call me back within 24 hours. Later on XXXX XXXX, 2016, there was a message left on my cell phone ( the same number they could not verify ) indicating they were returning the call I had requested earlier in the day. I returned the call at the " fraud '' number the caller left in the message and spoke to " XXXX '' who again told me he could not verify my phone number and suggested I send in a written letter with a copy of my driver 's license and other proof that I am who I said I was. Then, when I asked if I could speak with a supervisor, " XXXX '' kept repeating my name saying he could not hear me ; he finally said that he was hanging up, which he did. 
This experience has been extremely frustrating. I appreciate a service provider putting in place processes to protect their customers but when that same provider accepts, through an automated system, my personal banking information but will then not update an address because they can not tie a cell phone number to me, and tells me that my SSN is not acceptable either because it could have been stolen, I find serious flaw in their process. Certainly, a cell phone number is easier to gain access to than an SSN!

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