topic Re: Citi Fraud Dept Stinks in Credit Cards

Citi Fraud Dept Stinks

Anonymous — Tue, 25 Jul 2017 22:33:16 GMT

I applied for the Double Cash card July 2 and was instantly approved for $8100. I was so excited I have been trying for a Citi card for the past 3 years and finally I got approved and for a good starting limit.

July 10, I get my card in the mail and tried to activate it and create an online account and I was unable to the website said I had to call in. I thought to myself great they closed the account before I even got to use it. But nope they just had to verify my identity. I answer all the questions and then they asked if the number on my application is a cell phone and do I have it with me I said yes. They sent me a code to read back to them. I passed everything and they activated my account.

July 12, I go to use my card to pay my auto and home insurance and it gets declined. It’s a new account and it was for almost $1000 call in and it was just what I thought new account first charge was for almost $1000. I answer all the same questions as I did two days prior and even read another code to them and they unlocked the card.

For the next week, I am using the card just fine for all my everyday spending even make a payment for $500. Get a letter in the mail asking me to call in to verify some charges. I go and call them and for the third time, I answer all the questions get the code and read it to them. We go over my charges then they tell me we would like to verify the recent payment so we do a 3way call with my bank who verifies my payment cleared. The rep says thank you everything looks ok you should have no problems using your card.

Jump to today July 25 I have been in the hospital for 5 days for foot surgery and infection. I go to use my card for some prescriptions and medical supplies total about $1500 I am told card has been declined. Ok big amount let me call Citi and see what’s going on. I call them and they ask me all the same questions for the fourth time and I answer them. The rep asks do I have a cell phone they can send a code to. I say yes give him the number and then he tells me he can’t verify that phone number and do I have another cell number or home phone. I tell him no I don’t have a home phone and I am in the hospital right now and only have my cell phone. He says sorry I am unable to verify your identity at this time you will receive a call from a supervisor in 48 hours who may be able to help you more and he hangs up.

I am stunned at this point and I call them back and go through what just happened and answer the questions then they ask for my phone number. Again, they tell me they can’t use it. I ask why I have used this phone number three times in the past to verify who I am and it’s the number that’s listed on my account. I am told your account is too new to use the same phone number more than once to verify your identity but you can use a stranger’s phone number or wait for the supervisor to call you back in 48 hours.

I don’t mind having to call in and verify it’s me especially for larger transactions. In fact, I expect to do so with a purchase over $1000. What I don’t get is how do you verify my identity three other times but can’t do so the fourth time with all the same information. So, happy I have many other cards I can pick from. Right now, I just want to tell Citi to go fly a kite and close the card. But I will just sock draw them and either use my Discover card or open a Penfed checking account and use my Cash Rewards card with them instead.

Re: Citi Fraud Dept Stinks

Anonymous — Tue, 25 Jul 2017 22:52:15 GMT

That's a horrible and ridiculous experience. You should get on the phone and call the executive office as soon as possible. I just recieved my 5th Citi card and just had the same online experience after activating the card. Rep was very courteous and I had no issues verifying my identity but if I get charges denied or experience anything remotely close to what you went thru I'll be very displeased. After the frist denial of charges after going thru the online 'fraud' experience to verify identity, you should have gone straight to the EO's office then. Don't wait and call them now. Let us know what happens if you do.

Re: Citi Fraud Dept Stinks

trant3 — Tue, 25 Jul 2017 23:41:33 GMT

Just received a fraud call from Citi after adding my Diamond card to apple pay, this is about a week after approval. what gives??

Re: Citi Fraud Dept Stinks

CreditCuriosity — Wed, 26 Jul 2017 00:08:32 GMT

Lenders seem skittish recently.. I used my new Citi card just fine recently, but went to use my Merrill BofA card for approx 400 on BestBuy.com and was declined got an email of unusual spending activity this charge was declined was this you yes/no type question.. Really worried about 400 dollars on a 25k CL???? Merrill you would think would be for big spenders, but worried about a 400 charge lol.. After I said Yes tried again and went through fine, just a PITA.. I was on hold with BofA for 20 mins+ today with diff depts just wanting to find out what caused their alert on a small charge and to give them a small piece of my mind, but got tired of holding for the right fraud dept after being transferred all-around.. Banks say they are protecting you, who are they kidding they are covering themselves and being super paranoid lately. Either Shiz or get off the pot

Re: Citi Fraud Dept Stinks

HeavenOhio — Wed, 26 Jul 2017 00:45:59 GMT

I've heard similar stories about Citi, including the part about phone verification being a big roadblock. It seems to me that their system is way too cumbersome.

There should be no reason to talk to a fraud department unless there's actual fraud. If a legitimate charge raises a flag, the front line rep should be able to handle it. The normal verification process that you go through to talk to a rep should be adequate in most cases. A perpetrator is unlikely to be calling in the first place, much less have that information. But if they want you to take a little quiz, that's fine too.

I've gone through this numerous times with Captial One. There seems to be no correlation to the size of the charge. If anything, it's small charges that flip the switch. Usually, I get an e-mail with a list of charges. If all looks good, I don't need to respond. Sometimes, I have to click one of two links: yes it's good or no it's not. Occasionally, the card is actually restricted. But that can be fixed online or through a brief call.

I've had real fraud twice in recent months. Once you go through that and see how quickly they're able to react, you appreciate what they're trying to do and the false positives become much less annoying.