Consumer complaint received 2025-11-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
Hello. I have a credit card with Citi. I had a suspicious transaction on my credit card. I called them to verify I was the person who made the transaction. When I called, I was informed that we needed to authenticate the account before discussing the account. Great. When we started c they requested they send a one time code to my cell phone. I am traveling. So I dont have access to the cell phone and the cell they have in their system is a cell I no longer have access to. So because of that, they were unable to verify me because I didnt have any other accounts with them and I wasnt employed. So they said the only option was to send a letter to my house. But I was traveling and wasnt getting my mall. They denied further communication and hung up on me. This was over 3 months ago. The letter never came. I called back 2 or 3 weeks later and the exact conversation happened again. Letter never came. I got home from travels to move out unexpectedly and with no letter I called again this was 2 months ago the third call. Same conversation. I then called every day or 2 with no change in outcome. Ive been hung up on multiple times, including by supervisors. I opened a checking account and savings account in hopes that would help identify me but the card and account information was mailed to my old address that I no longer have access to. Couldnt update to a new address because I cant authenticate. I the. Called every 2 weeks. Now somehow, about 4 weeks ago, a new verification question came up requested me to tell them a travel notification number that had been emailed to me a year ago. I gave them that and recieved access. Heres the best part. I changed my phone number and address with them. For whatever reason my cell was able to recieve the authentication code to make thst switch. I also updated my address. However they would not allow me to have my debit card resent. I didnt think much of that because I was able to now get verified. The next day, I went to use the card and their system immediately flagged it as suspisios and locked me out. Called as when asking to send a phone text to authenticate I was informed that my phone is not able to recieve these as their system says it cant text to that number. So it starts again this was 4 weeks ago. They requested to send a letter again. Thenletter didnt come. I called back after 2 weeks. They did the same thing. Thst letter didnt come. However I did recieve 2 letters form them. One saying my account had suspicious activity and to review my account online. I went to and was locked out. I called and they said what I need to do was delete my online account and create a new one. So he walked me through this and did it but then my checking and savings account didnt show. So I call back and they say that they dont know why but rest assured my funds are safe. 2 seperate people said the same thing verbatim. But wouldnt give me access because I didnt have my account number but never received these debit card or account number in the mail. So once again kept from my money. I called last week and was again kept from my money. Both calls said they would mail instructions on how to proceed but they never came. I know they can mail things to me because I recieved the suspicious activity letter. Well I called again for the third time in a month and was told to once again wait for the letter and in 10 days if its not there to call them back. I said that is what I did last time and that is what I did this time. He said he understood an the letter would be there in 7-10 days. Im done with the games. Its a broken system. I need help. They wont let me have access to my money.

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