Don’t do it, really, just don’t
This is by far the worst experience I’ve ever had with a credit car/bank. I called their support center to see about reducing my APR. They asked me for my “secret word” which must be something new because I’ve never used a “secret” word for this account. They then asked for my cell phone number which I provided and was recorded in my profile online. I was then told that the number wasn’t “valid”, even though I use this cell phone number in all of my other accounts without issue. They then asked me for account information from another bank I use, which I of course refused since they have no right to know any account information for bank accounts outside Citi Bank. Up until this point I was logging into my account online without issue. Apparently these are the ONLY options they will use to allow you to regain access to your account. After this conversation, their fraud department decided to lock out my account so that I didn’t even have access online to pay my bill. A week later I called again hoping to get someone intelligent on the phone, immediately asked for a manager, and was given the same run-around. Having no other options, I gave them my bank account information for the other bank. I am now in the process of trying to cancel my Citi account which has not been any better. I have now been hung up on 3 times without being able to get confirmation that the account has been closed. I have also filed a fraud report with my other bank in order to have that account number changed. This whole experience has been nothing but awful and I will never again use a Citi product.