Consumer complaint received 2025-02-05 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: GA

Complaint narrative:
This is the email I sent, Dear Citi Executive Response Unit, I am writing to formally express my extreme frustration and disappointment with Citis handling of my newly issued credit card. The sequence of events I have endured is not only unreasonable but also appears to be fraudulent and deceptive.

After undergoing a hard credit inquiry, I was approved for a Citi credit card, received the physical card, and activated it. However, each time I attempted to use the card, it was immediately locked, forcing me to call Citis fraud prevention line repeatedly.

Heres what transpired : 1. Inappropriate Verification Requests : Citi attempted to verify my identity using a phone number that was not associated with my application. Despite explaining that I had just received the card and was returning from an unexpected funeral, the representative found a way to lift the hold.

2. Locked AgainAbsurd Verification Methods : After resolving the initial lock, the card was blocked again when I attempted to use it. This time, the fraud department asked me to provide details about a credit card from another bank ( XXXX XXXX ) and even suggested calling XXXX XXXX on my behalfa blatant violation of standard security practices. Asking for third-party financial information to verify my identity is not only unethical but identical to tactics used by fraudsters. 

3. Unrelated Third-Party Contact : When I refused to provide information about my XXXX XXXX account, Citi then asked if I had a number associated with my last namedespite having my verified phone numbers on file. Even more outrageous, Citi forced me to contact my sister, whom I have not spoken to in years, as an additional verification step. 

4. Failure to Resolve the Issue : Even after passing multiple verification processes, my card remains locked. When I contacted Citi again, I was informed that the only option was to receive a letter by mail in 8-10 days, with no clear explanation or resolution.

Citis Conduct is Fraudulent Citi performed a hard pull on my credit, issued a credit card, and then continuously blocked access to it, effectively falsifying the service. Additionally : Citi ignored all legitimate verification methods, despite my address and phone number matching my credit report and my business phone being registered in my name.

The lock/unlock feature on the Citi app is useless, as Citi unilaterally decides when to block transactions.

Citis verification process is so convoluted and inconsistent that it induces financial stress and XXXX, causing unnecessary personal hardshipincluding forcing me to reach out to estranged family members just to get my card unlocked.

Despite recorded proof of my verification calls, Citi still refuses to honor the cards functionality. 



I have now spent nearly a month dealing with this issue, and at this point, I am considering legal action for false advertising and identity theft. Citi is preventing me from accessing a financial product that was approved under false pretenses, and your verification process is completely unethical. 



I demand an immediate resolution : either unlock the card permanently or cancel the account with no liability on my part. If this matter is not resolved immediately, I will escalate further, including filing complaints with the CFPB, FTC, and pursuing legal action. 



A response from a U.S.-based executive representative is required. I will not accept further delays or vague responses. This situation has caused unnecessary hardship and damages, and I expect Citi to rectify the matter immediately.

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX Citi Rewards+ Card Account XXXX M : XXXX XXXX : XXXX I STILL HAVE NOT RECEIVED ANY SORT OF RANDOM REFERENCE CODE IN THE MAIL NOR HAS MY CARD BEEN UNLOCKED. 

YOU NEED TO SHUT THIS XXXX  XXXX BANK DOWN FOR THIS. GO ON XXXX AND YOU WILL SEE THE RIDICULOUS SHIT THIS COMPANY IS ALLOWED TO FRAUDENTLY GET AWAY WITH

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