Consumer complaint received 2026-02-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CITIBANK, N.A.
State: ME

Complaint narrative:
I got a new phone so I was logged out of all of my XXXX credit card accounts. I go to login to make my monthly payment and their app tells me that I need to reset my password. No big deal with any other company besides Citibank. It asked me to enter my credit card number so I legitimately use THEIR camera capture method, and then physically verified the number with my own eyes multiple times yet it tells me that doesn't recognize my credit card number and I need to call technical support because I am now " locked out. '' So I had to call their customer service XXXX times over the course of XXXX hours. Every time I call they pass the XXXX to somebody else, tell me they need to transfer me and I get transferred to dead air. XXXX XXXX ina row. And this is after being on hold for XXXX minutes each time. So I started getting really sketched out from giving my credit card number out every time to complete strangers in some foreign country. So on the XXXX time I start asking for representative ID numbers and their names. Not only so I can keep track of who keeps transferring me to dead air, but also who is asking for my credit card numbers just in case. So when I ask the next call I get a whole spiel about how they do not have to give me any identifying information except for their first name, so at that point I'm just like okay, Well I'm not giving you my financial information Again, first of all because I've already given it XXXX times and you're a stranger and considering I've been messed with XXXX times now, I'm not confident in any of the representative 's ability to not do something fraudulent... I tell them there should be other ways they can pull up my account. The last guy I spoke with I actually thought would be somebody who could help me because after putting my foot.down about not wanting to repeat my account number again to a stranger, he said he could find my account from my telephone number and then verify me by the last XXXX of my social etc which was the first person in XXXX calls, XXXX hours, who ADMITTED that they could do this. EVERYONE ELSE JUST FLAT OUT DENIED THEY COULD. I verified the very same credit card number with him that the system said they had no record of. Then he verified my telephone number again and said he would send me a password reset link. He tried multiple times over the course of XXXX minutes and I never got XXXX text. So then once again he said he would have to transfer me and so I tried to put my foot down again and I said no, absolutely not. No way you are going to transfer me to dead air again. He went out of his way to assure me that he would do a warm transfer and stay on the line until the call was connected and he explained the situation. Next I thing I know I'm connected to some lady with the heaviest accent that I could not understand and the phone was jarbled and cutting out. She kept asking for my card number as well and I told her that I'm not giving it to some stranger that I was just transferred to and that I had already given it more times than I should have. She just kept repeating that she couldn't hear me and would have to disconnect the call and that's exactly what she did. So at this point it's been well over XXXX hours that I have tried to unlock this app. And pay this credit card. I've asked them to transfer me to representatives in the United States. I've requested hearing assistance because I am hard of hearing and XXXX and they have flat out refuse to transfer me to anywhere but dead air. This is not an isolated incident because the last time I forgot my password months back ( after upgrading my XXXX ) and try to reset it. They had an old telephone number from years ago and it took me like an hour and a lot of frustration to change.. At this point I have a payment due in a week or so and they are not allowing any way to make this payment. I have excellent credit. Multiple credit cards with many companies. Loans. And if you look at my credit report I have XXXX missed payments in my entire credit history and I am XXXX XXXX XXXX.... They are setting me up to fail by not allowing me to access my account, reset my account, or make a payment through my account. I am currently still locked out and I will not be attempting to log back in again because every attempt is met with a futile message that I need to call their technical support and their representatives can't seem to fix that issue.

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