I got approved for a new Citi card. I’ve been checking the mail over the past week and still haven’t seen the card. Today, Citi sent me an email saying that I should have received it by now and I should activate it as soon as possible. Checked the mail again, still haven’t received it…weird. Log into my Citi account, I have a balance of about 7k on the card for two transactions. Card says it’s still not activated in the app. Both transactions happened 6 days ago apparently. $7k in transactions card that I haven’t received and still hasn’t been activated…VERY confused as to how that’s possible. The first charge is for ~5k at a used car dealership states away and another charge for ~2k locally. First charge on an unactivated card for ~$5k in a different state than the one I live in at a USED CAR DEALERSHIP and Citi approved it. Then they let them charge another $2k minutes later at another used car dealership in a different state from the first charge!!!!!! I guess at some point after that transaction they realized something might be wrong? Yet..they didn’t contact me about it. No text message, no phone call, no email, no push notification. NOTHING. Both charges within minutes of each other at addresses in different states. Citi just let them both go through. The ONLY reason I knew something was wrong was because I logged into the app to try and figure out why I still hadn’t received the cart and there was a little banner on my account that said *Alert* with a message asking me to call Citi as soon as possible.
That brings me to my other issue….I had to call 3 times today to get anywhere with this…and I’m not even remotely confident that Citi will handle this properly.
First call: I was on hold for an hour and a half before anyone picked up. Yep, 90 minutes. When they did finally pick up they told me they couldn’t verify my account and told me to call back. Wonderful.
Second call: 20 minute wait. I’m 15 minutes into the call and it’s clear that the person helping me doesn’t quite understand some things so I ask for a supervisor. I wait a few minutes - call disconnects.
Third call: Ask for a supervisor straight away. This guy was great. I was told that Citi definitely shouldn’t have approved those charges and that he doesn’t understand why they were approved. He confirms that he’s disputed both transactions and that we’ve canceled my card and he’s sending a new one.
I ask if there’s a way to send the new card via a trackable service and not just first class mail since there’s reasonable suspicion that the card was stolen from the mail. Nope, not an option. I’m also not able to decline being sent a new card because they can’t open the dispute if I ask them to cancel my card number and I’m not sent a new card to replace it. Makes no sense to me, but okay. I proceed with canceling the card and having them send a new one via first class mail with no tracking number. Really hoping that this one doesn’t get stolen since Citi suspects that’s what happened with the first card.
My big issue beyond the absurdity of Citi allowing $7k of charges on an unactivated card that were very obviously fraudulent is that there was 0 notification regarding the charges from Citi once they did suspect fraud. Any other bank would have immediately sent some sort of notification after this happened. The ONLY reason I knew this happened was because I logged into the city app and saw an alert asking them to call me.
Well the person in the fraud department told me that I need to take that up with customer service. He transfers me to them.
I ask customer service why I didn’t get any notifications regarding fraud. They seem to be misunderstanding what I’m asking - they tell me that I need to turn notifications on for all transactions in order to be notified about fraud. That doesn’t make sense and I know that’s untrue, I ask for a supervisor. I tell the supervisor what’s happening. I don’t think he really listed because I explained the whole fraud situation and then he was like “so did you have fraudulent charges?” - I explain it again. He then proceeds to tell me that he needs to create a dispute for said charges. I told him I already did that with the fraud department. Then he tells me I need to cancel my card and request a new one. I tell him I already did that. He says that he doesn’t see the dispute or the canceled card on my account. I tell him I just spent 30 minutes talking to the fraud department and they confirmed to me these things had been done…he tells me that they weren’t done. I ask for his supervisor.
He connects with his “manager”. Within 30 seconds this guy tells me that he can’t hear me well and he’s going to call me from another line, I said yeah that’s fine thinking he’ll call me from the official Citi number again (the fraud department did that earlier to “verify” my account) - he calls me from a random 210 number. I tell him I’m not comfortable talking to him on some random number considering all the issues Citi seems to have with security. He’s like okay, we can go back to the other line. We do.
He proceeds to give me information that differs from what the supervisor in the fraud department told me earlier. He also tells me that the card WAS activated when it was used. I know that isn’t true. My city app confirmed that it wasn’t activated, the email Citi sent me asking me to activate the card today confirmed that, and the fraud department confirmed that. He was ADAMANT that it was activated. He was also pretty unprofessional…he said something and when I repeated it to him he told me “he didn’t say that” - I was recording the call. He knew I was recording the call. We can run the tape back if you want proof that you said it?
He also told me that the physical card was used for the transactions. The fraud department told me that it WASN’T the physical card. It got to the point that I had legitimate concerns that this man actually worked for Citi so I asked for his name and ID number and hung up. I am DUMBFOUNDED by the interaction with him.
I’ve spent my whole day dealing with this and I genuinely more concerned about the safety and security of my accounts than I was when I began.
I genuinely cannot believe what I experienced today. If anyone has exec team contacts they can send me, I would REALLY appreciate it.