Consumer complaint received 2025-02-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: CITIBANK, N.A.
State: KY

Complaint narrative:
I applied for the AAdvantage XXXX XXXX credit card on XX/XX/XXXX and was approved shortly after. I received the card in the mail on XX/XX/XXXX and activated it via the Citi app. When I tried to add it to my mobile wallet, it triggered a fraud alert on my account and required me to call. When calling Citibank, I was directed to a frontline customer service rep who needed to verify my account. Upon giving my phone number for a one-time code, I was told the number wouldn't be accepted. Being a new Citi customer, I had no other Citi accounts and they were unable to verify me. As I am a single person with a singular phone, I did not have another number. I was told that they were unable to verify me and would send me a physical letter in 7-10 business days which would verify me with a reference code. I was confused as to why my phone number would not verify me asked for an explanation. The rep was not very knowledgeable and simply said that " due to the case of my account '' I had to verify via XXXX mail. I was denied the opportunity to speak with a supervisor about my issue and further clarification on why my new card had a fraud alert. I called back to Citi shortly after and received the exact same response. I insisted to speak with a supervisor and upon being denied again, I was able to get through to " XXXX, '' the supervisor on duty. " XXXX '' was very smug and condescending to me and obviously wrote off my concerns. I gave him 4 different phone numbers to try and verify my account, none of which would be accepted. I was told that my account had unauthorized charges but that they wouldn't tell me what those charges were until I could be verified. I asked if this was standard practice for new Citi customers- to have to wait 2-3+ weeks after receiving a card to verify it and was told that it was. I have a major concern with that. I have multiple cards with XXXX and XXXX XXXX and have never experienced such a terrible account opening experience. Since " XXXX '' told me this was standard practice, I have concerns that Citibank openly allows fraud to occur on its new customers accounts and is not doing proper due diligence to ensure its customers are not defrauded. I hope " XXXX '' lied to me and that this isn't standard, but after this experience, I am not sure. Not only did I have an absolutely abysmal customer service experience opening my new Citi account, I had my card locked for fraud, fraud of which I can not even deal with because of Citi 's system not allowing any phone number to process a one-time code. I truly do not understand how new Citi customers are supposed to activate their card in a timely manner if Citi doesn't allow phone numbers to issue a one-time code. Again, I asked for clarification and explanation as to why my phone number was not allowed to be used, to which I was given no explanation. I have no clue what is happening with my account. And as the cherry on top, Citi 's customer service representatives treated me like a complete XXXX. What a way to welcome you to Citi. I believe Citibank should be investigated for allowing fraud on their accounts and not allowing its customers to handle the fraud in a timely manner. Taking three weeks to unlock a card for fraud is unacceptable from any other bank, but Citi seems to think it is acceptable.

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 non-monetary relief