They signed up for Citi’s new premium card. It turned into a nightmare

illuminem summarises for you the essential news of the day. Read the full piece on The Wall Street Journal or enjoy below:

🗞️ Driving the news: Customers of Citi’s new Strata Elite premium credit card are reporting major service disruptions, including weeks-long account lockouts and inaccessible rewards
• Many users say they were abruptly cut off from their accounts shortly after sign-up, with Citi demanding sensitive IRS income-verification forms to restore access — prompting frustration, public complaints, and regulatory filings

🔭 The context: Launched as Citi’s entry into the ultra-premium card segment, the Strata Elite offered perks such as airport lounge access, exclusive events, and a dedicated concierge line, for a $595 annual fee
• But the rollout appears plagued by stringent post-approval verification practices, which have blindsided customers
• Unlike most high-end cards that verify income at application, Citi’s retroactive checks have left some cardholders in limbo without warning

🌍 Why it matters for the planet: The case underscores broader concerns about consumer protection, corporate transparency, and data privacy — particularly when financial institutions demand sensitive tax documents post-approval
• Such practices can disproportionately impact younger or lower-income users, who may already face barriers to financial access, raising equity concerns within the broader context of social sustainability

⏭️ What's next: Citi has yet to offer a full public explanation but faces mounting scrutiny from customers and federal financial regulators, who have begun reviewing complaints
• The bank may be forced to clarify or revise its verification protocols, especially if more customers escalate disputes
• The incident could also affect the card’s reputation among affluent consumers and alter how banks design onboarding processes for premium financial products

💬 One quote: “It was a total black box. No one could tell me what was happening or when I’d get my card back,” – Brad Collett, locked-out Strata Elite customer

📈 One stat: The Strata Elite card charges a $595 annual fee, placing it in direct competition with Amex Platinum and Chase Sapphire Reserve

See on illuminem's Data Hub™ the sustainability performance of Citigroup and its peers JPMorgan Chase, Bank of America, and American Express.

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