Citi credit card customer service help disappointing and unhelpful

  • Hi Guest, welcome to the help forum. You can get fast answers to your customer service questions here. We have a dedicated team of advocates who are ready to help. Just go to the section that matches your question and ask us!
  • If you've posted a question or issue for our advocates to assist with, please be sure to check back frequently for responses and requests for clarification.
  • Did you know you can get email notifications when something new posts to your favorite forum? It's easy. Just click the "watch" link right next to the "post new thread" button at the top of your favorite forum. The rest is easy. Now you'll never miss another conversation.
  • Want to become an expert user? Drop by the How to use this forum section and all will be revealed. We'll show you how to make the most of your experience.
Apr 2, 2018
I cannot get into my Citi credit card online account. A small note of warning to any who don't know otherwise. NEVER destroy a credit card, or the info from it, before it's paid off. We still owe $3331 on a Citi Forward card, but I can't access the account to see what all what was put on it and by whom because I need an identity verification in order to access it. But, the only method they show to send the info to is a phone line we no longer have. However, I can't change the number without getting into the account, and to do that, I need the credit card number, which I no longer have because when I cancelled the account, I cut up and destroyed the cards.

I have been trying several months to get into the account, and I tried again for several hours this morning and afternoon. In fact, I've spent the entire day on this one account and am reaching out here because I really don't know what to do and I just want to see my own account and the information it holds. If anyone has any suggestions, they are sincerely welcomed.

On a positive note, the first person I spoke with this morning really did help all he could and gave me the balance and the interest rate. But an online specialist was required to get the verification code. I was on hold for quite a long time before another person came on the line. She again took all my information and said no notes were left from the earlier gentleman. After helping to the extent she could, she also said she could help with the verification, and ask me to hold. The third person to come on the line, didn't even try to help after she heard that I didn't have my card number. She simply said no one could help me access the account if I didn't have the number. I asked to speak to a manager, and she put me on hold. I waited for a while and then decided to give up on the call. I'm really hopeful someone on this forum can help.

Thanks so much.
Nov 20, 2015
You should be able to view your open and recent credit card account numbers by viewing your credit reports from Experian, Transunion, or Equifax online. You can view each of these reports online for free.


Verified Member
Dec 26, 2014
San Francisco
What a mess, minimimi, this kind of thing today with "technology" is probably one of the most frustrating things in life. I suppose you don't have any old statements either? Nothing from when you opened the account? Citi is letting you down big time.

Since you have done nearly everything with Citi that you can, I would suggest a polite, concise letter to customer service requesting assistance. If no response after two weeks, or you don't like what you hear, use our Company Contacts to email one executive at a time, waiting a week between submissions. Unless there is previous trouble with the account like fraud or misuse, someone at Citi just needs to get off her duff and go straighten this out. The LEAST they can do is send you a statement showing all transactions on the account for whatever period of time you want. Be polite, persistent and patient.
Likes: minimimi
Sep 19, 2015
Do you have any cancelled checks from paying the card in the past? Can you look up any cancelled checks online if the bank stopped returning them!

If so the number should be written on the check.

Has the billing address changed? If not Can you ask for the last statement to be sent?

Citibank is trying to protect privacy. The banks have specific laws about guarding privacy.

Somewhere I have an exes social security number because I took care of a lot of paperwork for health insurance reimbursements. No bank should give me information on his credit card accounts even though I have his basic info (date of birth, ss, address), nor give me info to sign on to review the account online. Now I have no desire to have anything to do with him, I am just using this as an example of why Citi is behaving the way it is.

It does not sound as if right now you are able to give the reps enough info to verify your identity. And honestly given how many ids are stolen I do not blame the bank at all
Likes: krisseye
Aug 29, 2015
Do you still use the email address that you used to open the card, or to access your account? After you call customer service, you should be able to use your SSN to prove your identity, and they should be able to send something to your email to allow you to access.

Failing that, has your mailing address changed? Ask them to send you hard copy of the info you need to that address. If your address has changed, you'll need to speak to someone in resolutions to have hem verify your new address in some way so that they can send you sthe nether no to allow you to pay it off.
Mar 17, 2015
This is just an idea, but is there a way to report the card lost/stolen, then they will send you a new card with new numbers?

And now my browser updates and I see Neil's response! Sorry for duplicating the same idea!
Likes: AMA
Sep 19, 2015
This is just an idea, but is there a way to report the card lost/stolen, then they will send you a new card with new numbers?

And now my browser updates and I see Neil's response! Sorry for duplicating the same idea!
Why don't you call and report the card lost so they can issue you a new card you? You should be able to find your history once you have the new card and sign up for online banking.
The card has been cancelled and account closed so there is no new number that would be generated. No one can be charging anything to a closed account


Verified Member
Jan 20, 2015
My account statements have the full credit card number on them. Do you not have any statements on hand, either paper or pdf?
Anywhere ?
Oct 10, 2015
When and how did you find out that there was the ($331.) balance due?

Maybe it is too late now but you can certainly inquire about the itemizing of the balance due on a credit card account if you did not receive that in the normal way in timely fashion. Then put a dispute on the entire total if you still did not receive the itemization you asked for.
Jul 27, 2016
Is there a Citibank branch near you? You have more success doing this in person, where the staff can actually see you and ID in person. As it is, you're on the phone, trying to get access to account information without actually having either the account number or the chosen method of identity verification.