Consumer complaint received 2024-11-11 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: NY

Complaint narrative:
Citibank LL Bean Master Card XXXX  : XXXX XXXX XXXX XXXX Issued to XXXX, XXXX XXXX, exp date XX/XX/XXXX. 

This complaint is against Citibank, the issuers of the LL Bean Master Card. I got the LL Bean master card application/filled out, at the checkout counter, at LL Bean where I have been shopping for over XXXX  years. 

CITI SENDS ME THE CARD THEN DENIED CHARGE SAYING I NEED TO BE VERIFIED. 
It arrived last week, and Sunday, XX/XX/XXXX, I had made XXXX charges at XXXX, then went to pick up, and pay for my dogs grooming, at XXXX. At XXXX, Citibank denied my charge card. I tried it XXXX  times, and it was still denied. I have been going to XXXX, in XXXX, since XXXX, to have my dog groomed. Talk about a red face?? 

I used a different card, to pay for the dogs grooming, XXXX more reliable than Citibank LL Bean Master Card. 

When I got home, yesterday ( Sunday ), I called the XXXX customer service line, XXXX and I asked the agent why my new card had been denied at the register? 

I was told by the agent, I hadnt been verified yet. Hellooooo, earth calling Citibank would the intelligent among us, have verified me, before they even sent me the card???? 

I told the agent, I wanted them to send me a bill for what I owe, and I wanted the credit card cancelled. She responded that I can not CANCEL the card, even if I pay it off ( +- {$1000.00} due at this point, ), until they verify me. 

I called again, this morning ( Monday ), and was told the same thing. 

What I am asking the consumer financial protection bureaus help with. 

XXXX The bank behind this credit card, has the horse in front of the cart you verify a person, before you send a card out! Sending out a card, before verifying a person, is putting the person who owns that name, at financial risk, when Citi doesnt do a thorough job, before sending out credit cards. This sending of cards, to unverified people XXXX, should be a fineable offense. Its flat out, a dangerous policy. 

XXXX told the agent I wanted a final statement sent to me, immediately, which I would pay then I wanted the card cancelled, as its unreliable. The agent said I could not cancel/close the account, until I verified myself, WHAT???? I want the CFPB, to require that Citibank, send me a final statement, asap. I will pay that off. 

XXXX. I want CFPB to require that Citibank, CLOSE that card account, and notify all XXXX credit agencies ( XXXX, XXXX, XXXX ), that the account is closed, At the request of the card holder. 

I can not afford to do business, with a bank ( Citibank ), that is so slip-shod, and unreliable in its processes, that it sends credit cards out, BEFORE THEY HAVE EVEN VERIFIED A PERSON! 

That puts the credit rating, and financial safety, of the real owner of the name at risk when Citi does such a poor job of verification after the fact when whoever has already been issued a card.

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