cancel
Showing results for 
Search instead for 
Did you mean: 

Unable to send a text code to your phone number Chase and Citi

tag
jasonzamv
Member

Unable to send a text code to your phone number Chase and Citi

Anyone knows what kind of verification Chase and Citi does when they asked you "In order to verify your identity we would need to send a one time passcode to your cellphone number" I gave my only phone number , which is also listed on the account but they are unable to send a text code to the phone number.

 

I have done:

Contacted the 3 major credit bureau(TransUnion, Experian, Equifax), my phone number is there.

Contacted Innovis, my phone number is there too.

Contacted my mobile carrier which is T-Mobile, everything is good on their end and "short codes" are enabled

Verified that Caller ID is under my name 

Online account for both Chase and Citi, my phone number is listed there too.

Other banks like Synchrony, CapitalOne, Bank Of America there is no issues on receiving the text codes thru the phone.

 

For some reason they are able to send a code to my brothers phone number which makes no sense, how can someone that is not even the account owner can receive the text code.

I have called them a bunch of time but no one knows the solution, they cannot tell the source from where they are getting data from, and neither do I.

 

Again, this issue is only for verification codes when talking over the phone, all other codes like 2 step authentication for the online access works fine. My only guess is that they might be collecting data from a third party company that have my brothers phone number on file.

 

Thanks.

Message 1 of 5
4 REPLIES 4
xenon3030
Valued Contributor

Re: Unable to send a text code to your phone number Chase and Citi

You may ask them to send the codes by secure message via the website to your account. I did not have any issue with them.

 

For CC application submissions, you may book an appointment in branch and they assist better there.


Fico8: EX~EQ~TU~810 (12 month goal~840).
BOA (CCR, UCR), Chase (CFF, CSP, Amazon, CIC, CIU), US Bank (Cash+, AR, Go, Ralphs), Discover, Citi (CCC, DC, SYW), Amex (BCP, HH, Biz Gold, BBC, BBP), Affinity CR, Cap1(Walmart), Barclay View.
Message 2 of 5
SoCalGardener
Valued Contributor

Re: Unable to send a text code to your phone number Chase and Citi

In addition to @xenon3030's excellent advice, you can also ask them to send it via e-mail.

Amazon Prime Store CardAmerican Express Blue Cash Preferred CardAmerican Express Everyday CardBank of America Customized Cash VisaCapitalOne Quicksilver MastercardCapitalOne Quicksilver VisaCapitalOne Walmart Rewards MastercardChevron Texaco CardCiti Double Cash MastercardDiscover More CardJCPenney Gold MastercardOverstock.com CardSportsmans Guide Rewards VisaSynchrony Home Card
Message 3 of 5
DaveInAZ
Senior Contributor

Re: Unable to send a text code to your phone number Chase and Citi

You don't need to contact any credit bureaus, the problem is with Chase/Citi, not them. What carrier are you with? Some banks have problems sending SMS messages to some services, a Google Voice # often doesn't work, or a VOIP (internet phone service) phone #. And do you have any other phone you can use beside your brother's? I have an employer provided Verizon mobile phone when all else fails, and I also use that for Zelle transfers because the receiving person (me, to another one of my accounts) has to have a different phone #. 

Message 4 of 5
gingerflower
Senior Contributor

Re: Unable to send a text code to your phone number Chase and Citi

@jasonzamv 

You can also register to have code received by email.

Message 5 of 5
Advertiser Disclosure: The offers that appear on this site are from third party advertisers from whom FICO receives compensation.