Credit card or prepaid card -- Trouble using your card -- Complaint #5945887
Complaint Overview
Complaint ID: 5945887
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: Illinois
ZIP Code: 606XX
Date Received: 2022-09-03T12:00:00-05:00
Date Sent to Company: 2022-09-03T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I was travelling and landed in another city trying to make a purchase there but credit card stopped working. I saw in my app that the bank was telling me there was a suspicious activity on my card and devices would be limited asking me to call them. I did call the bank. They said that only way they could verify my identity was to send me a letter on physical account which would take 5-7 business days ; then if use info included in this letter and call the bank to fix the issue. There was no means for me to verify myself such as going to a nearby bank or receiving a text over mobile or sending the exact same info on my email address. The bank verified me through other means though that it was me ( security questions and the similar ). This had created issues for me ; what if I dont have another credit card or balance on my debit card - how can I make purchases? This is amplified in light of the fact that Im traveling and it takes 5-7 business working days for letter to arrive on my home address. Even worse now - letter never came even after 10 business working days since then which is today. Im calling the bank today and theyre telling me that they will send another letter now which will take another 5-7 business days. Im asking if they can verify my home address and Im happy to give them my address but they say no, they cant take this info ( in my account though I see that the address is correct ). Im really concerned that even second letter wont come to my mail and then I dont really know what to do ; Im asking once again what if I can go to bank which is next to my home and verify myself but then they say no. This means I might not be able to ever use my credit card that I pay XXXX dollar annual fees for ( I already paid for it when I signed up for it ). Additionally, I was supposed to receive 80,000 reward points if I would spend XXXX dollars within 4 months. So far it has been sprung 2 weeks that I cant use my card and not sure if this second letter spent will ever arrive to my address to I can XXXX myself and redirect my credit card. That means I might not even qualify for reward points either. But once again, even worse is I pay for credit card annual fees but I cant get the advice. Please advise and help. It is Citi Bank that is the issue, they really need to twirl their processes otherwise customers are harmed here like me who pay XXXX or credit card fees and receive no service in exchange and its unclear if I ever manage to continue using my service.
Frequently Asked Questions
What is Complaint #5945887 about?
Complaint #5945887 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 2022-09-03T12:00:00-05:00.
How did Citibank, N.A. respond to this complaint?
The company responded with: "Closed with monetary relief". 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.