Credit card or prepaid card -- Trouble using your card -- Complaint #4368387
Complaint Overview
Complaint ID: 4368387
Company: Citibank, N.A.
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-Issue: Can't use card to make purchases
State: Florida
ZIP Code: 330XX
Date Received: 2021-05-11T12:00:00-05:00
Date Sent to Company: 2021-05-11T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I recently received a Citi Advantage Card for traveling. Within the first week, I traveled to Cali, Oklahoma, Texas, and back to Florida, racked up a little over 11k. Paid it off, no problems using my card. Today, I purchased a {$4.00} coffee with the card in Florida, and I get hit with fraud alerts. They block my account. I literally got this card because I travel so much. I call them up, I give them my secret word, my address, my name, my social, my phone number, everything that a normal bank or cc company would ask to verify your identity. Then, she asks if she can send a text to my phone and I said sure. She puts me on hold, and then says, " I'm sorry sir, I can not text that number, do you have a landline or another cellphone number. '' Uhh what? I applied to Citi with my cell, everything I log in to Citi website, I use 2FA which send a text to my phone. Plus, how do you send a text to a landline? I said no, this is my only phone. Then she rudely asks if I have other credit cards, and to provide her with my cc number and bank to verify my identity. Ummm. Why would I do that? Why would I give someone who sounds like a stranger my credit card information from a different bank? How is that secure? What if she writes it down? I just don't get it. Then she said " Well then, I can't help you, but you will receive a letter in the mail within 10 days and you can call back. '' Wait, what? I have to wait 10 days to use my travel card, when I travel everyday? What is the point of this card? and how is this verification process legal? I just don't understand. I have about 15 cc accounts with many different banks such as XXXX, XXXX XXXX, XXXX, XXXX, XXXX, etc. and never had such an uncomfortable customer service experience, felt so unprofessional, and like she was fishing for information that is not in their system. That's not cool. It shows that anybody can spoof my identity through Citi. What if I lost my wallet? obviously there are other cards in there. What if a thief gave their own cell number after the rep said she can't verify with my number ON FILE? Makes absolutely no sense.
Frequently Asked Questions
What is Complaint #4368387 about?
Complaint #4368387 was filed against Citibank, N.A. regarding Credit card or prepaid card specifically about Trouble using your card. It was received by the CFPB on 2021-05-11T12:00:00-05:00.
How did Citibank, N.A. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against Citibank, N.A.?
Yes, visit the Citibank, N.A. company profile at readthecomplaint.com/company/citibank-n-a to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.