Credit card or prepaid card -- Other features, terms, or problems -- Complaint #6853107

Complaint Overview

Complaint ID: 6853107

Company: Citibank, N.A.

Product: Credit card or prepaid card

Sub-Product: General-purpose credit card or charge card

Issue: Other features, terms, or problems

Sub-Issue: Other problem

State: Florida

ZIP Code: XXXXX

Date Received: 2023-04-17T12:00:00-05:00

Date Sent to Company: 2023-04-17T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I applied and obtained a Citibank XXXX XXXX credit card. I saw that there is a cash advance feature on the card which I wanted to use ; however, when I called Citibank 's customer service number I was told that I had to be " verified. '' The agent tried sending me a text message with a code in order to verify me but the Citibank system did not allow her to send the code through. I was asked if the phone number had been recently issued or ported from another carrier, I said no, I had that number for a long time. She then asked for an alternate number, which I ( and most people ) don't have, then she asked for a different account which I felt very uncomfortable providing. I asked to speak with a supervisor and got disconnected yesterday. I decided to call today to follow up with a supervisor as one of the agents said there was a " risk flag '' on my account. I went through the whole process again and this time I provided an alternate account number from another bank to supervisor XXXX. She still could not verify me despite Citibank having all my personal information and a banking relationship spanning more than 10 years! I even offered to go to a branch to verify my identity and was told the branch would have to call in for verification. She also could not provide me details of the " risk flag '' because I was not verified. Frustrated, I asked to cancel the credit card which she refused to do because I was not verified. I told her I did not want this credit card on my credit report/history and she said that there is nothing she could do until I was verified through a letter in the mail. This is unacceptable for the following reasons : 1. If an account is flagged as a risk, wouldn't it be better for the bank to cancel it? Especially if the customer does not want to continue the relationship with the bank? 2. There has to be a penalty for a bank that does not know its customer or refuses to cross reference known banking information to facilitate knowing its customer. ( i.e. use the long standing retail banking relationship details to identify and verify its customers when available. They use it to cross promote products, why not use the information to facilitate customer service? ). 3. If a customer requests a credit line cancellation it has to be granted whether the customer has been verified or not. Worst case, the customer can re-apply for the credit line. I understand underwriting guidelines for risk management may change, but a customer 's request to cancel the credit line is the customer 's refusal to abide by the new underwriting standards therefore the request needs to be granted immediately.

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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