Consumer complaint received 2024-12-16 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: CITIBANK, N.A.
State: MA

Complaint narrative:
On XX/XX/year>, I got a XXXX XXXX  and tried to log into my Citibank account using the Citibank app. On my old phone, I relied on biometrics to sign in, but because I was using a different device, I could not use it and had to enter my password. I forgot my password and the pin number I had set. After several password attempts, I was locked out of my account and was unable to reset my password after providing all of the information I could ( last four digits of SSN, account number, debit/ATM card number ). The app informed me that I needed to contact Citibank Customer Service to unlock my account. I called this number twice. 

The first time I called customer service, the rep asked me to provide my first and last name, last four digits of my SSN, and my account number. I provided my name, last four digits of SSN, and debit/ATM card number, since I did not have my account number. Since I use online banking and I was locked out of my account, I was unable to provide my account number. The rep told me to call back once I had the account number. I opted for paperless communication but recalled receiving paper tax documents and was able to find my account number after going through my documents. 

I called customer service a second time, and this time they asked me to provide my first and last name, last four digits of my SSN, and account number. I provided all the information they requested. The rep put me on hold to transfer me to the Fraud Department. The rep from the Fraud Department asked for the same information I had provided to the first rep I spoke to then proceeded to ask me for my phone number. I gave her my phone number, that is tied to my Citibank account. She then asked for another phone number, which I could not provide because I have only one phone number on file. After being put on hold multiple times, the rep was unable to verify my phone number and told me they would send a letter to my home address in the next few days with a verification number. 

After this phone call, I reached out to the Citibank Executive Response Unit for assistance. I received an automatic email from them confirming that my email was received and will be reviewed with high priority. I have not received a response from the team yet.

I am filing this complaint because I had gone through the entire verification process with Citibank and provided all of the information they requested, only to be told that they were unable to verify my phone number. I have had this phone number for over ten years and have only used this number on all of my accounts. As a result, I am unable to access my account, therefore can not access/manage my money. The holidays are fast approaching, and I have multiple upcoming life events in which I need to access my savings account immediately.

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