Consumer complaint received 2025-10-12 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:
Unfair and Abusive Practices by Citibank Leading to Account Lock During XXXX Travel. 

Summary of Complaint : While traveling XXXX, I contacted Citibank on XX/XX/year>, to inquire about my available credit. During this call, a customer service representative initiated a process that resulted in my credit card account being locked. This action was taken despite my explicit request not to do so, as I am in the middle of a multi-week XXXX  trip and rely on this card for my expenses. The representative was unprofessional, ignored my concerns, and did not inform me that their action would lead to my account being frozen. Subsequent attempts to unlock my card by contacting Citibank 's fraud department have been unsuccessful, leaving me in a difficult financial situation while XXXX. 

Details of the Events : I have made multiple attempts to resolve this issue with Citibank, and the following is a chronological account of the events : XXXX. Initial Call ( XX/XX/year>, XXXXXXXX XXXX XXXX ) : I called Citibank at XXXX to understand why a recent payment had not increased my available credit. The representative asked me to verbally spell out my security word. I expressed my discomfort with this verification method, as I believe it to be insecure and had never been asked to do this on previous calls. The representative was unhelpful and the call was disconnected without resolving my issue. 

2. Second Call ( XX/XX/year>, XXXX XXXX XXXX ) : I called the same number again. The representative again insisted on an unusual verification method. When I hesitated, they stated they would be sending a physical letter with a reference number to my XXXX address for verification. I immediately and repeatedly told the representative not to do this, explaining that I was traveling XXXX  for several weeks and this would not solve my immediate need for credit. The representative was rude and dismissive, stating they would proceed regardless. I was not informed that this action would result in my account being locked. The call ended without a resolution. 

3. Discovery of Locked Account and Subsequent Calls ( XX/XX/year>, starting at XXXXXXXX XXXX XXXX XXXX : Shortly after the second call, I discovered my account was locked via the Citibank mobile app, which directed me to contact the fraud department. I made several calls to the fraud line at XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX. In each call, I was told that the physical letter had been issued and there was no way to cancel it or unlock my account until I receive it in the XXXX and provide the reference number. Even when I offered to comply with their original verification request by spelling out my security word, the representatives stated they were unable to unlock my card. 

Impact on Me : Citibank 's actions have caused me significant financial distress and XXXX  during my XXXX  travel. By locking my primary credit card without warning and providing no viable means to unlock it while I am XXXX, Citibank has left me in a vulnerable position. This situation arose from a simple inquiry about my available credit and escalated due to unprofessional and rigid customer service practices.

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