Consumer complaint received 2025-07-22 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: CO

Complaint narrative:
Dear CitiBank Leadership, I am writing to file a formal complaint regarding the unacceptable treatment I received as a CitiBank Mastercard American Express cardholder during my recent international travel to XXXX, XXXX from XXXX XXXX, 2025. 

BACKGROUND : I am a responsible cardholder who specifically chose the CitiBank Mastercard American Express for international travel due to its advertised benefit of no foreign transaction fees. Prior to my solo trip to XXXX, I took all recommended precautions by placing a travel alert on my account, clearly indicating my travel dates and destination country. 

INCIDENTS AND FAILURES : XXXX. XXXX XXXX XXXX ( XXXX XXXX, 2025 ) : - Despite having an active travel alert, my card was frozen during legitimate transactions in the XXXX - I was forced to make an international phone call exceeding XXXX minutes to resolve the issue - No alternative verification methods were offered ( no app verification, email verification, or XXXX  options ) - International phone charges negated the very benefit ( no foreign transaction fees ) that led me to choose this card - Customer service representative assured me that notes would be added to prevent future occurrences XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ( XX/XX/year> ) : - Card was frozen again during a legitimate purchase of soccer tickets- Despite previous assurances and account notes, the same inadequate process was repeated - After another 20-30 minute international call, I was informed that my card could NOT be unlocked - The only " solution '' offered was to wait for a physical verification letter to be mailed to my U.S. residence XXXX This left me, a solo female traveler, without access to my primary payment method in a foreign country SERIOUS CONCERNS AND SAFETY IMPLICATIONS : As a woman traveling alone internationally, being left without access to funds creates serious safety and security risks. Your antiquated verification system : - Relies solely on physical mail for verification in an emergency situation - Provides no real-time technological solutions for legitimate cardholders - Ignores the reality of modern international travel needs - Creates dangerous situations for travelers who followed all recommended protocols PROFESSIONAL PERSPECTIVE : As someone who works in financial services and banking, I find CitiBank 's risk management and alert disposition systems to be woefully inadequate and outdated. The complete lack of digital verification alternatives in 2025 is unacceptable for a major financial institution. 

IMMEDIATE CONCERNS : I have upcoming travel planned to XXXX, XXXX, and XXXX in approximately XXXX month. Given this experience, I have serious concerns about my ability to access my own funds during this trip, despite having done everything correctly according to CitiBank 's own guidelines. 

REQUESTED REMEDIATION : XXXX. IMMEDIATE ACTIONS : - Full refund of all international phone charges incurred due to CitiBank 's system failures- Written guarantee that my upcoming XXXX travel will not result in similar card freezes - Implementation of alternative verification methods ( app-based, SMS, email ) for my account XXXX. XXXX XXXXXXXX : - Overhaul of the travel alert system to actually prevent freezes for alerted destinations - Implementation of modern digital verification methods for international travelers - Training for customer service representatives on international travel scenarios - Development of emergency protocols for solo travelers in foreign countries XXXX. ACCOUNTABILITY : - Formal acknowledgment of the safety risks created by your current system - Compensation for the stress, inconvenience, and additional costs incurred - Executive-level review of policies that leave customers stranded internationally This complaint is being filed with CitiBank directly and will be escalated to the Consumer Financial Protection Bureau ( CFPB ) if not resolved satisfactorily within 30 days. 

I expect a comprehensive response addressing each point raised in this complaint, along with concrete steps to prevent similar incidents for myself and other international travelers. 

I can be reached at XXXX and XXXX and expect acknowledgment of this complaint within XXXX business days. 

Sincerely, XXXX XXXX

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