Consumer complaint received 2023-05-21
Company: CITIBANK, N.A.
State: MN
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
On XX/XX/XXXX my debit was locked and I was alerted I needed to call and verify transactions on my account I gave a call to Citibank and verified myself and my account transactions and the block was lifted from the account. On XX/XX/XXXX I tried to use my card and my transaction declined I once again gave a call to citi banks customer service who notified me that there were no issues with my account and it XXXX have been the merchants system. I then proceeded to go into the branch located at XXXX XXXX XXXX XXXX XXXX IL. Where I was then told that there was an alert on my account and they could not service me they had to reach out to the XXXX XXXX department from then the XXXX department informed them that I had to wait on a letter in the mail. considering that this situation happened before just a few weeks earlier I informed them that I had never received the first letter in the mail and I waited XXXX weeks although I had received my bank statements and other correspondence just no letter with a reference number and I am now being put into a financial hardship because they are rejecting my bill payments. And I have no access to funds The department then told me there was nothing they could do and I must wait for the letter. I reached out to citibanks ethics department and XXXX team once again to get a resolution to the issue. I waited until XX/XX/XXXX no letter had been received I reached out to customer service where I spoke with XXXX different representatives who verified my identity as well as my phone number asked me about transactions on my account which I then verified and lifted the block on my account while I was on the phone with citi banks customer service I was able to use my card at a nervy gas station. On XX/XX/XXXX I attempted to use my card at a restaurant for food my card then declined I reached out to customer service again and was told that there was a block on my account they asked for my phone number I provided my number which is on my account they told me they were unable to verify my phone number and asked had I received a letter with a reference number I informed that that I had not received any letter with a reference number for this situation or the previous XXXX and I had just been verified on XX/XX/XXXX I was then told I had to wait for a reference letter and the call was disconnected. I reached out to citibanks  XXXX office and spoke with a account analyst by the name of XXXX on XX/XX/XXXX who advised me that I needed to go in a branch with an id with my current address, a utility bill, and my debit card I explained that I recently moved to a new state so I have a temporary id she ensured me that was ok and to go into a branch with my verification documents to lift the block on the account and she will send the branch XXXX an email notifying them of the issue. XX/XX/XXXX I drove XXXX hours from Minnesota to Illinois and went to XXXX XXXX XXXX XXXX XXXX Illinois and provided my temporary Minnesota XXXX card, my passport, XXXX utility bills and presented my debit card the senior banker XXXX XXXX verified my identity verified my documents and then reached out to the fraud department she spoke with a fraud XXXX who had her scan and email the documents over the XXXX then asked me to verify transactions on my account which I did and then asked for my phone number to send me a XXXX time code which I provided and verified. The fraud XXXX then told myself and the banker to wait about an hour and have me return to the branch as the block would be lifted. I waited an hour and a half and proceeded back to the bank where I was told the block was still on the account. I then reached out to the citi banks XXXX team and spoke with account XXXX  XXXX as him and XXXX worked together to resolve the account issue he told XXXX that she needed to notate my account stating that I had been verified and then give fraud a call and then the block would be lifted she explained to him that she had just spoken with fraud and verified everything and was told the block would be lifted XXXX then proceeded to note the account. While waiting for fraud to respond the bank XXXX took over the issue and also verified my identity and my documents I was then told by XXXX that fraud needed to review my documents and they werent sure how long it would take to lift the block on the account. XX/XX/XXXX I received an email saying that my account would be closed within XXXX  days if I needed funds sooner I must call the number on the back of my card or go into the branch. I called customer service once again and explained to them that I had verified my identity in the branch and if they could close out the account so that my funds can be mailed to me they informed me that the account was under review and it takes XXXX days to close the account if I wanted the account closed sooner I can go into the branch and verify my identity and have them reach out to fraud. So again I returned to XXXX XXXX XXXX XXXX XXXX il and informed them what I had been told the bank XXXX reached out to fraud to assist with closing the account after informing fraud that my identity had been verified they then asked to speak with me and asked for my phone number which I provided they then told me they were unable to verify my phone number and couldnt verify my identity and proceeded to ask about the letter with a reference number that was still not received I explained that the letter had not been received and I was told to come into the branch I took all necessary measures I was told to do and verified my identity in person they then told me the account was under review and the couldnt close it because there was a block and I had to wait XXXX days to receive a check in the mail. Ive reached out to the XXXX office numerous times since then and now no one is returning my calls. This has created a complete financial hardship and I have now recieved a failure to pay and eviction notice from my apartment complex I cant pay any bills because I dont have access to any funds. I didnt commit any fraudulent activity on my account I verified my identity and account information countless times via phone and in person

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