Citibank Credit Card Complaint

Citibank Credit card department,

Customer service / Customer relations Virginia

I tried to make a certain purchase with my Citibank Double Cash MasterCard. The purchase looked like " suspicious '' activity to Citibank and was flagged causing a fraud alert/hold to be placed on my account. All of this is completely reasonable. What is NOT reasonable is the fact that I 've been trying to get the fraud hold removed from my account for more than a month. For over 34 days I have placed numerous calls to Citibank 's Fraud Department with absolutely no success. I 've been disconnected, lied to, and given the runaround. It 's wholly unacceptable. Citibank insists they can not remove the hold because they can not verify my identity. They said they need a registered phone number in my name in order to do this. I do not have a landline telephone. It 's 2017 and I am 100 % certain that I 'm not alone in this. I do have two cell phones, both in my name. One of which I 've had, in my name, for over 6 years. Still Citibank said they can not use those phone numbers because they do not show in their database for verification. So, one rep


verify my identity according to them. This is another Citibank account. After speaking with countless representatives, supervisors, and someone who identified herself as a manager, I was told they Citibank can not help me. She said that I have to sit and wait until my phone number shows up in their database for verification. If I 've had this cell phone IN MY NAME for 6 years and it 's not yet in their database then it wo n't ever be. This is wholly unacceptable. I even offered to physically go into a Citibank branch with my driver 's license and the card for physical verification and this person who identified herself as a manager in the fraud department told me that was n't acceptable. That the ONLY way my identity could be verified was through a phone number that appeared in their verification database. This is the most ridiculous thing I 've ever heard. This whole experience has been beyond frustrating. This is the worst customer service experience I 've ever encountered. No one at at Citibank can seem to help me. They all come back to a phone number that must be in a certain database. So now my card is useless.