Just couple of days ago, I tried to combine my citi thank you points between my double cash and custom cash to my Strata Premier. I have 3 different accounts, and on the website, it says "We're Sorry, The rewards site has encountered an unexpected problem." After calling multiple times, Citi said that they cannot verify my phone number as it is "being used by multiple devices".
Some research showed that Google Fi (I recently changed from T-Mobile to Google Fi) might be using some sort of virtual cloud system that Citi's verification flags. I called Google Fi and they said that should not be an issue and they cannot do anything about it. What can I do now?
Citi thank you points combine- agent says get a new phone number (Google Fi)
byu/edjisoo inCreditCards
Posted by edjisoo
1 Comment
I would try to escalate this to a phone support manager or go to a Citi branch and speak to a banker.
I had something similar but it was for a Lyft account. I got in touch with a more senior phone rep who was able to verify my identify and enable my virtual phone number (Google Voice). Can’t see why banks cannot do the same especially when your number is a real one.