Consumer complaint received 2023-08-07
Company: CITIBANK, N.A.
State: MI
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On Wednesday XX/XX/XXXX, I was trying to make an online ACH transfer from my Citibank savings account into my credit union checking account. The Citibank software would not allow me to complete the transaction. They said the account wasn't linked, but it was the same account that I had used to fund the Citibank account in the first place. Citibank has the worst software for a financial institution that I have ever used. After speaking with several representatives and being on the phone for over an hour, Citibank required me to have an ATM card with a pin to complete the transaction. They said they would overnight a new card and pin. I was also told to do a wire transfer instead of an ACH transfer when the ATM and Pin arrived. I was expecting both to be delivered the same day. No such luck. On Friday XX/XX/XXXX, I received the ATM card and had to wait until Monday XX/XX/2023 to receive the pin. When I received the pin, I immediately went online and tried to activate the card to complete the transaction. I entered the ATM and pin and it would still not let me enter my account. I tried several times and then I called customer service and was on the line for 1hr and 46 minutes. The account was finally unlocked and I initiated the wire transfer to the original checking account that the money was deposited from. I used my wife 's name as she is the primary owner of the account. I was then sent to the fraud center, because I was told my wire transfer was on hold for 48 hours and then 48 business hours and then 48 hours again. They couldn't read the script correctly and I still don't know what the correct answer is. When I answered all of their questions concerning the fraud and the security questions correctly, they still said that the funds were on hold. I asked for the reason and they said it was a new beneficiary ( again note it was the same account that I used to open the Citibank account in the first place ). This is not a reason to hold my funds from me. I answered all their questions, had the latest ATM card and pin number that should without a doubt prove that I am the lawful owner of the account. I believe the call center was vindictive towards me and would not release the funds. The customer service line was useless and frustrating to say the least. These funds were needed for a timely reason and now this in jeopardy. I allege the Citibank used unfair and deceptive means to keep my lawful funds from my possession even after successfully speaking with their fraud prevention center. The final customer service supervisor I spoke with was XXXX, the rudest of all and wanted to hang up on me but couldn't until I allowed him to. He also placed me on hold to see if I would hang up. The Citibank document number I was given was Document # XXXX. I don't know if this exists, but I am filing an official complaint against Citibank. I waited 120 hours and then I was told I would have to wait another 48 hours or 48 business hours before granting me access to my money. They have prevented me from accessing my money. The lost of interest on my account, the interest that Citibank made by holding my funds and the missed opportunity was costly. I will never do business with Citibank again and recommend no one else do business with them. Please inform me of my next steps, how to prevent Citibank from using these practices against other customers and any legal options that I have to pursue damages against Citibank and their call center for willfully withholding 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