Consumer complaint received 2024-03-25 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Other problem
Company: CITIBANK, N.A.
State: ME

Complaint narrative:
ID Theft Victim and someone gained access to my account through the phone system Friday XXXX changing my email, and physical address, I called and 3 hours later they added a special security phrase that would stop access to my account if it wasn't provided and I was told it can't happen again .... 

Here we are the very next Monday XXXX and the hackers not only called in and changed my email address but they also changed the password on my online account locking me out! Then they called back and changed my physical address! All without even being asked my super sceret special security password I set up friday that the fraud depeartment aka " consumer protection depeartment '' set up for me! 

They never even sent a verification code to my phone, and even after my account was noted that just this past friday that someone did the very same thing they let it happen again without a care or hesitation!! 

So today citibank just let them do it again and didnt do a single thing to actully secure my account? The only way Citibank can stop it is by placing a hold on all of my accounts, making them all useless without calling the fraud department to activate and disable my account when I want to use them! ( Imagine being a XXXX XXXX and running to XXXX XXXX for parts ) who pays for my time activating and deactivationg my card with the fraud depeartment? 

Why is this the only company that dosent offer or allow 2 factor authentication? Why do they keep letting people call in and type just the last 4 of my ssn and gain full unrestricted access to my accounts with citibank? 

I have the hour long phone call recorded with a " consumer protection department '' supervisor telling me multiple times that there is no way for them to secure my account without locking it so I can't even use it! 

They admitted in that call that they can not do anything to protect our accounts and told me i needed to contact corporate because the fraud depeartment cant do anything about it!!! 


How is this allowed? 

I have the audio if you want to hear it, I have the proof if you want to see it, I just want to know why citibank won't secure thier system to protect us? What's being done about this? 

With millions of people victims of id theft every year, and citibank flat out told me in a recorded call that all you need is the account holders last 4 of ssn and to spoof your phone number to look like you are calling from the account holders phone and POOF total access to any account of anyone who holds ANY citibank card! 

Let that sink in CFPB Is this right? 

I have the call if you want to hear it, I'm 8 hours deep in thier security laps nightmare is there any recourse for my lost time trying to straighten out something that shouldn't even be possible? 

ESPECIALLY after my account was notated about it and after a 2nd password that got ignored was added they still allowed access to my accounts and did nothing to protect my personal information, even after being made aware of the problem

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 monetary relief