I’ve been an Executive Member at Costco since 2016. On a recent visit to a new location, I was stopped at the entrance after scanning my membership via the Costco Mobile App because it showed as “invalid.” The door clerk immediately accused me of not having a membership and told me, in front of everyone, to go purchase one at the membership desk. She treated me like I was trying to scam my way into the store. As I walked toward the membership desk, a vest-wearing Costco employee walked directly into me, escalating the situation into a public scene. I was treated like a criminal for trying to use the app I was told to use. No one could explain why my membership was suddenly invalid. Eventually, I found out the root cause: my membership number had changed without warning because my Citi Costco credit card had been reissued due to fraud. Why would a credit card fraud event change my Costco membership number? And why didn’t the app update or notify me? I pay for an Executive Membership, but was offered zero respect, zero apology, and zero accountability. Just public humiliation caused entirely by Costco’s broken systems and lack of coordination with Citi.I was so shaken after the incident that I had to sit outside to calm down. This experience was dehumanizing and even bordered on physical assault when I was walked into. Absolutely unacceptable behavior from a company I’ve supported for nearly a decade.
