Consumer complaint received 2022-11-18
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Opening an account
Sub-issue: Unable to open an account

Complaint:
On Monday, XX/XX/2022, I walked into Citibank located at XXXX XXXX XXXX, XXXX, CA XXXX and inquired about opening a Non Interest Bearing Trust Account for my XXXX XXXX XXXX. I spoke to XXXX XXXX who explained that they do have these types of accounts and that he needed my Certificate of Trust and the XXXX number for the XXXX XXXX XXXX to send to the legal department ahead of time so they could review it since it takes a few days. I provided XXXX XXXX my recorded Certificate of Trust and the assigned XXXX number for my XXXX XXXX XXXX from the Internal Revenue Service so he could make copies. I then scheduled an appointment to return to open the account on Monday, XX/XX/2022 at XXXXXXXX XXXX. 

On Monday, XX/XX/2022 at XXXX XXXX I arrived at Citibank and sat down to meet with XXXX XXXX to open the account. XXXX XXXX asked me to provide him with the notary jurat page of my Certificate of Trust as he stated the back office said they needed it and had not received it the week prior. I provided this to XXXX XXXX and we chatted as he began to set up the account on his computer. XXXX XXXX asked many questions regarding the account and asked was I interested in other products and services and that he just needed me to provide my social security number to unlock additional benefits, I declined. 

After being in the bank for approximately XXXX minutes XXXX XXXX paused and stated that he would not be able to open the trust account without having my social security number, I refused and stated I should be able to open this trust account with the XXXX number for my XXXX XXXX XXXX  XXXX XXXX stated that it was bank policy and I asked to be provided with a hard copy of said policy that stipulated this. XXXX XXXX said he did not have a hard copy and turned his computer towards me so I could see some verbiage that he claimed was internal to the bank and that my social security number was required to open the trust account. 

I asked for a copy of what he had on the screen and he said he could not give me a copy. After a few moments I stated that I would give him my social security number so he could open the trust account provided he sign Form XXXX XXXX No. XXXX that way he could collect the $ XXXX FDIC Insurance and I could open my trust account while limiting access to my social security number. XXXX XXXX said he refused to sign Form XXXX XXXX XXXX. XXXX. 

I then asked to speak with the Branch Manager and he stated that he was the Branch Manager. I asked to speak with his supervisor and he wrote the name XXXX XXXX on the back of his card with the number XXXX. 

I went to Citibank to build a relationship since I had never had an account with the financial institution ; therefore, they did not have access to my social security number as the guarantor of any accounts opened. They now have my trust information, XXXX XXXX, my source data and still denied me opening the Non Interest Bearing Trust Account for my XXXX XXXX XXXX.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation