Consumer complaint received 2023-02-03
Company: CITIBANK, N.A.
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I opened an online account with Citi in XX/XX/XXXX in response to a targeted offer I received by mail. I made five initial ACH deposits to fund the account between XX/XX/XXXX and XX/XX/XXXX. I received no communication from Citi about an account issue between this time and XX/XX/XXXX. I left my funds in this account as a savings account/emergency fund and had no need to access them. When attempting to transfer funds out of the account into my XXXX XXXX account in XX/XX/XXXX, the transfer was cancelled by Citi. I received no communication from Citi. Only after this incident and calling Citi on XX/XX/XXXX did I find out that the account was frozen and had been frozen since XXXX or XXXX of XXXX ( date unclear from my conversation ). 
I was informed that there was a question about the validity of one of the initial deposits, {$5000.00} on XX/XX/XXXX, and account ownership on that originating bank account. I explained to the fraud department rep that the deposit was initiated from the Citi website and came from the same account as another deposit on XX/XX/XXXX, which the Citi rep said was not in question. 
The remedy Citi offered during my XX/XX/XXXX call in order to access my funds is that I visit a branch with ID and proof of account ownership. The issue, which Ive explained clearly to multiple Citi reps on multiple calls, is that the nearest branch to me is XXXX, which is a 16 hour round trip drive from my home near XXXX XXXX, Missouri. This is a not a reasonable request by Citi. I offered to fax or email the documents, or attend a video call where I could display them. The Citi rep did not budge on the requirement to visit a branch in-person, but also could not justify why that was required or how that provided Citi more thorough verification of my identity than a video call. I have reviewed my account terms and agreements and I see nowhere in the account terms that states I can be required to visit a branch for an issue related to an online account. I asked to speak to a supervisor, and was told I would be put on a list for a callback. Never have I received that callback.

I called again on XX/XX/XXXX and XX/XX/XXXX seeking an alternative and received the same unreasonable remedy as the only option, and again was told no supervisor was available and one would call me back. I never received the promised call on either day, or since. 
After contacting Citis social media team on XX/XX/XXXX, I was transferred to a fraud rep on XX/XX/XXXX who agreed to accept the required documents via fax. However, he told me the fraud team did not offer a direct fax or email and that I needed to send the documents to a branch for review. 
On the same day, I attempted to fax the documents to the XXXX, IL branch. After faxing the documents to the number listed on Citis website I called the branch was told they dont maintain that fax number. A banker at the branch agreed to accept my documents via email. I send them that afternoon. 
On Tuesday, XX/XX/XXXX, the banker confirmed via email that she had received my documents and forwarded the documents to the fraud department. I called and spoke to an agent in the fraud department, who said that they didnt have the documents and that the branch banker needed to update the notes in my account. I called the branch banker back and had to leave a voicemail. I also sent her an email. I didnt hear back. 
On Wednesday, XXXX, I called and spoke to the same banker again. She said she was still working to review the notes on my account and would call me back. 
On Thursday, XXXX, I called and left a voicemail and also sent an email with no response. I did not hear back from the banker. 
Throughout this process, the several Citi reps I have talked to have given unclear and sometimes conflicting information about the actual issue on the account, what caused this deposit to be flagged, and what I needed to provide in order to resolve it. I have also never been given a straight answer as to why my entire account balance is being frozen if only one {$5000.00} deposit, 10 % of the account balance, is being questioned. 
-It is inconceivable to me that a national bank such as Citi does not have a process in place to verify information for customers virtually. If this is a real process, which I am still dubious about, then accounts should not be marketed to and approved for people in states without a branch. The lack of proactive outreach from Citi at any point in this process, which no Citi account rep has disputed was lacking, is a clear indication to me that they are not actually concerned about the security of my account and are primarily trying to cover up their mistake and hold my funds.

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