Consumer complaint received 2025-03-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Application denied
Company: CITIBANK, N.A.
State: TN

Complaint narrative:
Background : I received a pre-approval letter from Citi Bank to apply for a XXXX XXXX XXXX XXXX. I proceeded with the application, and it was initially accepted. However, Citi required additional identity verification before completing the processing of my application. 

Upon request, Citi only accepted a U.S. passport, XXXX XXXX, or voter registration card for verification purposes. I provided my Employment Authorization Document ( EAD ) as I am legally present and authorized to work in the U.S. I also inquired about alternative ways to verify my information, but my email inquiry was ignored. Instead, I received a mailed letter about a week later stating that my application was denied because the information provided was insufficient for verification. The letter reiterated that only a U.S. passport, XXXX XXXX, or voter registration card would be accepted. 

Support Center Interaction : I called Citis customer service and asked a direct question : Am I correct in understanding that this credit card is only available to U.S. citizens or permanent residents? Instead of a clear answer, the representative asked about my XXXX  status in the U.S. I responded that I am lawfully present in the U.S., but this was not considered sufficient for verification. When I mentioned that I have Temporary Protected Status ( TPS ), the representative requested proof.

I subsequently provided my I-797A Notice of Action confirming my I-821 TPS approval along with my I-94 form via email. After another week without a response, I followed up with another call. At that point, I was informed that Citis legal team determined that they do not accept any documents other than a U.S. passport, XXXX XXXX, or voter registration card for verification and that no exceptions were possible. 

I asked if our calls were recorded, and the representative confirmed that they were. 

Concerns and Potential Violation : Discriminatory Lending Practice Citi appears to be denying credit based on XXXX  status despite the fact that I am lawfully present and authorized to work in the U.S. 

Limited and Arbitrary Verification Process Citi does not appear to have a legitimate business justification for refusing to accept federally issued employment authorization and TPS documentation as sufficient identity verification.

Lack of Transparency Citis terms and conditions for the XXXX XXXX XXXX XXXX do not state that it is only available to U.S. citizens or permanent residents. If this is their policy, they should disclose it upfront instead of applying it selectively.

Potential Violation of the Equal Credit Opportunity Act ( ECOA ) ECOA and Regulation B ( 12 C.F.R. 1002.6 ( b ) ( 7 ) ) prohibit discrimination based on national origin and immigration status unless a creditor can show a legitimate, nondiscriminatory reason for its policies. Citis refusal to verify my identity with common DHS-issued documents may be discriminatory and an example of disparate impact against non-citizens.

Failure to Respond to Reasonable Inquiries My email inquiries about alternative verification methods were ignored, and I only received generic denial letters without clear reasoning.

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