Consumer complaint received 2025-11-21 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: CA

Complaint narrative:
I am writing to file a formal complaint against Citibank regarding the unreasonable account verification process and extremely poor customer service I experienced with my Citi XXXX XXXX Credit Card. 

On XX/XX/XXXX, I attempted to add my newly approved Citi XXXX XXXX XXXX to XXXX XXXX. The system prompted me to call Citi for verification. However, during the verification call, the Citi representative was unable to send a verification code to my registered mobile phone, even though my phone number is correct and active. Instead, I was told that Citi would have to mail me a physical letter containing a verification code a process that could take several business days. 

Concerned about the delay, I called a second representative to ask if there was any alternative verification method. She confirmed there were no other options. When I expressed my frustration and formally complained about how unreasonable this process was, the representative abruptly hung up on me. 

Immediately afterward, I discovered through the Citi mobile app that my account had been locked, rendering my credit card completely unusable. This is unacceptable the card carries an annual fee of approximately {$600.00}, and yet it has caused me nothing but inconvenience. 

To resolve the issue, I personally visited my local Citi branch, bringing both my credit card and government-issued ID. Shockingly, I was told that even in person, they could not verify my identity, and I still had to wait for the verification letter to arrive by mail. 

This entire experience is deeply frustrating and unreasonable. I applied for this premium card because of its travel-related benefits, but now I am unable to use it for my upcoming travel bookings. Moreover, the welcome bonus requires me to spend {$6000.00} within XXXX months, yet Citi has locked my card, effectively preventing me from meeting the spending requirement. This feels deceptive and unfair I am paying a high annual fee but receiving no value in return. 

Until XX/XX/XXXX, I still have not received the reference code letter yet. It is very clear that Citi is deliberately preventing me from using the benefit of the credit card that I have to pay the annual fee. 

To summarize my concerns : I correctly answered all security questions why does that not suffice to verify my identity? 

It is Citis system issue that the verification code could not be sent to my phone. Why am I being forced to bear the consequences? 

Even after visiting a physical Citi branch with my ID and card, I was still unable to verify my identity how can this be justified? 

During the period when my card is locked, I am unable to use its benefits or meet spending requirements. Will Citi compensate me for the losses caused by this unreasonable restriction? 

I respectfully request a thorough investigation and a written response from Citi regarding this issue. Specifically, I ask that : My account be unlocked immediately and an alternative verification method be provided. 

Citi offer compensation or a refund of the annual fee, considering the service failures and loss of benefits. 

Appropriate action be taken regarding the customer service representative who hung up on me. 

Thank you for your attention to this matter. I hope CFPB can assist in ensuring that Citi addresses this issue fairly and promptly.

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