Consumer complaint received 2023-07-05
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On XXXX, I went to try and use my debit card at a convenient store for an energy drink. I was in the middle of my workday before realizing that my checking account was not working upon me logging into the app to confirm funds in the account. That is when I went to call the bank and realized my debit card and account information was not pulling up. I had to use my ssn which then they ( member services ) placed me on a long hold & would not tell me anything but to go to the nearest branch in which I did. Upon, sitting in the branch In the XXXX XXXX location I was address by there in branch member services and was helped by a gentleman. He tried to assist me as much as possible by calling the member services to get the reason for the account issues which he later told me they closed My account down for possible fraud. I asked what fraud and why wasnt I immediately notified via phone, text, email, letter on the mail before shutting my account down? I have been with citi bank for over 10 years and for them to close my account with no explanation but a possibility of Fraud. This is ridiculous and even the letter on XX/XX/XXXX gives no real reason which leaves me in the dark such as, Do I need take further measures into my own hands to protect my other accounts and credit cards?? How am I to know and then Citi bank did not only forcefully closed my accounts ( savings & checking a ) but also will not release my money to me leaving me with XXXX dollars. I cant even pay my rent for XXXX, My car note, my credit cards, gas for work, and food for my minor child and I! The Branch manager could not get any answers for me either nor would they grant him the ability to release any funds to me not even to pay my rent for XXXX basically leaving my son and I to be homeless! No food either! This ridiculous!! He was a really nice person, this branch knows me personally well as a regular. I am currently on the phone with them and asking them to release my funds and I demand answers but they keep telling me to wait for a letter in the mail. I was told at the branch it could take up to 30 days to close the account ( although the letter says they closed the accounts on XX/XX/XXXXXXXX XXXX however, while on the phone with the fraud prevention the man is saying its now 30 to 60 days which is XXXX. How are they going add and additional 30 days to the first 30 days they mentioned? Again, they are lying as the letter says I can contact them to have my funds sooner than the expected account closure date but now they are saying no but its on their letter saying to call them ( 3rd bulletin sentence under what you need to know. ) at this point, I feel they are stealing my money and leaving me with no answers to protect myself! This a severe hardship on me and my childs life. Let alone they are holding onto funds that dont belong to them and are refusing to assist me. I am currently on the phone and the fraud prevention guy literally lost/dropped my call upon asking to speak to his supervisor because I feel he was not assisting me as I needed to be. Forcing me to wait another 20 mins. If there is something going on- I should be fully aware not 30 or 60 days later! What if my credit cards are maxed out by a fraud because they failed to be formative with me which is my every right! I need my money to pay my rent! I received a lump sum for a car accident I was in XXXX, which I opened and placed into a saving to use for bills as a single mom & they steal that too!?! My payroll deposit went into account on XX/XX/XXXX which they accepted and will not return but the letter dated for XX/XX/XXXX so why are they accepting deposits on the closed account on XX/XX/XXXX? More money being stolen from me. The branch member services XXXX tried to get them to release that deposit to me on XX/XX/XXXX and they refused! I want answers and I want my money immediately that Citi bank has stolen from Me causing severe hardship and they are using as an investment interest for them to collect from our federal government. I know that banks use consumers money for their own benefit to collect their own interest. I need answers and I need my money before I am homeless with my minor child. How am I to get to work with XXXX money and gas?? I cant even borrow money from my mother whom passed away XX/XX/XXXXXXXX XXXX I need your assistance on this please, as every call Regarding my account has been on a prerecorded line and I am getting no where but to a homeless shelter! The prerecorded calls should be pulled by CFPB from all ends even with both Citi bank member services ( in the branch & main line. ) I am severely frustrated and they are leaving me with nothing to survive on! I cant pay any rent & utility bills. I spoke to XXXX a supervisor with the fraud department and she could not give me any information and she too gave me the go around. My eldest son is in XXXX serving our country in the XXXX so if they are concerned with him sending me money on XXXX for money I loaned him that is ridiculous. Which was my last transaction of him sending me back {$200.00} payment for the {$900.00} he borrowed to pay for their car note.

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