Consumer complaint received 2024-01-28
Company: CITIBANK, N.A.
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
I have been a customer of Citibank XXXX XXXX for XXXX  years. 
Around XXXX, the investment manager of this branch persuaded me to hand over about XXXX XXXX XXXX dollars of funds to his management, and he did not hesitate to treat me to dinner often. 
In less than 10 years, more than half of the capital was lost. 

I immigrated to XXXX in XXXX. This account has not been updated with bank cards in the last 7 years or so. Therefore, the account can not be used and I can not log in online. 
Citibank also requires me to fill out a XXXX form and have it notarized by a lawyer every year to prove that I am still alive, for which I also spend nearly XXXX XXXX dollars in notarization and mailing fees every year. 
Over the past few years, I have called Citibank many times and asked to close my account, but I was always promised on the phone that it would be closed, but no action was taken. 

On XX/XX/XXXX, I flew from XXXX to New York to handle this matter. At this time, the original account manager no longer accepted me. I queued for an hour and a half and was received by a female staff member ( name unknown ). Got me. 
It replied to me that the XXXX government document required to change the English name after naturalization in XXXX is not recognized by the United States, so the account can not be closed. 
To do this, I showed her all the documents and certificates ( expired bank cards, checks, bills, US driver 's license, social security number, XXXX passport, driver 's license, etc. ) After half an hour of discussion, she asked me to order a check and promised to send me the bank card. 

I paid over {$90.00} for this. 

However, when I returned to XXXX, I only received XXXX books of about XXXX checks and no bank card, so online banking was still unable to be opened. This meant that I had to fill out and mail the XXXX form to Citibank every year. 
There is no need to order these XXXX checks, because I still have checks from this account, which are valid. When she was verifying my identity, she also asked me to show my previous checks, which were kept on her desk for about half an hour. 
I was very angry and reported it to Citibank. Its investigators called me back and decided to refund more than XXXX XXXX dollars and send me a new bank card. However, his supervisor ultimately vetoed it. 
A few days ago, I received a new bank card, but I can't open an online bank account yet. The card seems to be invalid. 
The XXXX branch lied repeatedly when responding to its internal investigation, saying that it had not seen my bank check. I asked her to review the bank surveillance video, and then she had to admit that I presented her previous check. 
I want to say : Why do Citibank branches treat the same customer with completely different attitudes? Is the service attitude determined only by the deposit amount? 
The decrease in the amount of deposits in this account is related to their investment failure. 
Now, they persuaded me to close the account, but I don't agree and will refer the loss of investment to a lawyer. 
The lady ordered a check for me for more than XXXX yuan even though she knew I had a valid check. This was an unscrupulous deception for profit. 
I ask you to instruct Citibank to refund the XXXX {$90.00} I paid for the check, US {$3000.00} for round-trip air tickets and accommodation, and compensate me for XXXX yuan in mental losses.

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 monetary relief