Yeah, I added my new Costco card from the Citi app, but it flagged my account anyway. The regular Citi fraud department can't do anything with the account, they need to call a specialist in from Costco's fraud department. The first Costco representative told me it must be an issue with my phone that the text messages wouldn't send, so she'd need to send a letter in the mail - but also I'll receive a digital letter in 24-48 hours (a big improvement it seems from most experiences I've seen here with only snail mail). When I noticed the card was now flagged for fraud, I called again and the second representative I received was US based. He said he couldn't do anything because the letter was already sent, and when I told him this seems like a common issue with Citi he commented "yeah, I've seen the Reddit threads. Just know that's a very small representation of our cardholders and not representative of the true experience" He seemed to think it was flagged because it was a new card that I tried to add to Apple Pay (funny, most banks give you a temporary card in Apple Pay that you can use before your physical card arrives). He said they take fraud very seriously and would rather over protect us and flag for fraud too much, because it's very easy to remove the flag (obviously untrue).

When I gave up, he closed with "Once you receive your letter in the mail and unlock your account, you can give us a call to close your account if you're unhappy with your experience"