Consumer complaint received 2025-05-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: CITIBANK, N.A.
State: MA

Complaint narrative:
In early XX/XX/XXXX, I applied for and was approved for an XXXX XXXX XXXX XXXX  XXXX  card. I was told that there is a fraud flag on my account. I called in to get the flag removed but there was a problem with my phone number ( My phone number is a VOIP and is unable to receive authentication codes ) and they were unable to send me an authentication code. 

By this time i had provided my : Full name, address, social security number, zip code, and had correctly answered my security question. After the phone number failed, they were able to authenticate me utilizing my the full number of my Citi XXXX XXXX card. I was told that the issue was solved. 

XXXX days later XX/XX/XXXX around XXXX EST the issue persisted, and I called back in, this time I was told that without a phone number they would be unable to remove the fraud flag on my account. I offered the following alternatives : Verification via email, via secure code sent to the Citi bank app, my date of birth, the full card number of my Citi XXXX XXXX card. I was told none of these alternatives were accessible and they were unable to help me further or remove the flag on my account. I asked for the call to be escalated to a manager. The issue was explained again to the supervisor who again refused to remove the account. When I offered the same alternatives which had previously been accepted, the supervisor hung up on me. 

I called back a third time and talked to the fraud department and received the same response and refusal to fully authenticate. I then asked to close my account and was told no. I then asked to be transferred and was told no. 

I hung up and called the customer service department ( separate from the fraud department ) they were able to fully authenticate me and close my account as requested. Throughout the call customer service reps were patient, responsive, and apologetic helping me get the problems solved expeditiously. ( though I did have to state at least XXXX  times that I want to close my account, and Im not interested in any customer retention promotions ) However, at this point I had already decided to terminate business with CITI. 

This took XXXX hours ; and ultimately reflects the following. XXXX. They dont trust their own authentication systems otherwise first and last name, address, zip code, social security number, and security phrase would be sufficient to authenticate. If they dont trust me ; how can I trust them. 

XXXX the conversation communicated that this was about control NOT security or customer service. 
XXXX. despite claiming to have rigorous security systems they offered to verify through my employer or a family member or a phone number NOT on my account. This is problematic because it is a breach of privacy and security ; but more so they have a relationship and contractual agreement with ME not my employer and NOT my family members. 

Reference number : XXXX

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