Hello All,
I'm posting this on behalf of my son.
He applied for a Citibank Diamond Preferred Card in October 2022. He is 25 years old with a score of 760; was approved with a $9K starting credit limit and did a $3K balance transfer. He was able to initiate the BT at the time of application.
In November, he had still not received a physical card. He called and was told there was a fraud alert on his account and he would need to verify his information via a mailed letter with a "code". He had to call back twice to request the letter to be sent as he was being told it was dispatched but he did not recieve it.
In mid-December, he was finally able to verify his information and again updated his information for a new card to be sent. To date, he has still not received the new card. He has called approximately 10 times and his primary concern is not having the card to use but, rather, to set up his online account so his payments can be deducted from his account automatically. He has had to call in his payments the past two months and he is highly concerned he will forget and miss a payment because he is very used to auto-pay (as indicated in his high score).
I'm pretty experienced with credit but am at a loss for what his recourse is in this situation? Are there any legalities in place that indicates the obligation of a grantor to provide a card to an approved client?
A bit of additional context: my son is on the autistic spectrum so it is extremely challenging for him to negotiate conversations via phone without getting easily frustrated. When I have attempted to call in with him, we were told we had to be in the same location for me to assist him which is not feasible. I'd like to coach him as to exactly what to say when he reaches a representative to stress the urgency of the matter.
Apologies if this is not posted in the correct area as I rarely post here (I'm a lurker 
) Any advice or even referring to another thread/board would be greatly appreciated.
Thank you!
