Consumer complaint received 2026-04-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Problem getting a working replacement card
Company: CITIBANK, N.A.
State: AZ

Complaint narrative:
I applied for XXXX new credit cards all with the same creditor. XXXX out of the XXXX were received. When I went into my account for the XXXX card to request a replacement it only provided me with an address that was correct. At this time I realized that was the reason I did not receive the card. I then attempted to update the account online to the correct mailing address the same as my other XXXX cards and was unsuccessful. I called the help line for assist who then asked me to provided my security word in which I did and passed. I was the told they would send me a verification cXX/XX/XXXXe via phone and to provided my number. I gave my number only for them to say the system doesnt recognize my number which Ive had for over XX/XX/XXXXyears and is also on my online account and linked to my other XXXX cards with them. I was then transferred to another department for further verification which included the same steps as above and the same issue. They then advised that I can provide them with a family members number for them to attempt to send the cXX/XX/XXXXe too for verification which I was utterly confused. For XXXX how is it that you can send someone who is not associated with my account a verification cXX/XX/XXXXe to verify my identity? For XXXX how in the world does someone else getting a cXX/XX/XXXXe prove that I am who I am? I provide them with my mothers number and my sisters number to oblige this option. I was then informed that those numbers did not work. I was then told that since I didnt have a checking or saving account with them they couldnt verify me. This makes XXXX sense due to the fact I have XXXX other open accounts with them with the very information I was providing. I then was informed the only thing they could do was send me a letter in the mail to verify my identity. This raised several red flags because if my purpose for calling was to changed my address as it was incorrect by XXXX digit how in the world was I going to receive a letter to verify me. I was told by the supervisor that she could not confirm or deny if they would send me the letter to the address Im attempting to update it to and how that made any sense. She then informed me that they can verify my address via public record to send me this verification letter. So then they requested to speak with a manager as this confirmed that the entire process is faulty. How is it that you can verify my address using public record but cant very this same address over the phone? What is the purpose of sending me a letter in the mail to my requested updated address do to prove that I am me? The manager refused to provide me this information and when I requested the steps I need to take once I receive the letter I was told just read it and follow the instructions, as he cant give me any information on what the letter asks me to do. I then requested his manager ID number so I may reference him, in which I was advised he couldnt give me a number the company provided for me to reference nor a case number. This entire process is broken and I have major concerns about their 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