Citi’s fraud prevention and identity verification systems are absolutely bizarre.
I’ve had them block my card and refuse to talk to me until I read them back a code from a letter in the mail more than once. The code is single-use, so this adds about a week of latency.
On the other hand, they once called me about fraudulent transactions on my card and didn’t hesitate at all to ask me for very personal details on that inbound (to me) call. I hung up and wasn’t able to get back to whatever department made that call due to the reasons above.
I’ve had them block my card and refuse to talk to me until I read them back a code from a letter in the mail more than once. The code is single-use, so this adds about a week of latency.
On the other hand, they once called me about fraudulent transactions on my card and didn’t hesitate at all to ask me for very personal details on that inbound (to me) call. I hung up and wasn’t able to get back to whatever department made that call due to the reasons above.