Consumer complaint received 2020-08-10
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
To whom it may be concerned. 
I opened an account at Citibank. Then I lost my phone and changed the number with the Citibank. A couple of days later I initiated a wire for XXXX $ ( XX/XX/XXXX ), they called me in order to confirm the wire and asked me security questions which I answered. Moreover, I called Citibank before sending the wire so they won't cancel it or block my account. However, they canceled the wire and blocked the account. The reason they gave me was that they can't verify my name to the number I calling them from ( the new number I got at XXXX XXXX XXXX ), they probably forgot that I answered security questions. At first, they said that the phone verification process will take from 24 to 48 hours. I called them in 72 hours ( XX/XX/XXXX, my birthday day ), nothing changed. They asked me to call them on my mother 's phone number, then from my brother 's phone number. I did both, however, the account is still locked ( approximately for 4 days already, meaning that I can not use my card or receive/send money ). Because of that, I am unable to pay my bills, credit cards, phone bills, buy food, receive my XXXX payments, etc. Bank representatives over the phone kept screaming on me, hanging up and kept transferring me from one department to another one without even asking me. They promised to call me back around 4 times, I haven't received a single phone call from them. I am spending around 5-6 hours on a phone daily because of them. It is like a nightmare, every department gives different information, I would even say the opposite information. So a couple of the representatives told me that the bank will contact XXXX  XXXX XXXX to verify the phone number to my name in 24 to 48 hours, however, it has already been more than 10 days and they keep giving me different information in every department and the account is still locked. They also told me to call XXXX XXXX XXXX where the representative told me that Citibank is just giving me headaches because the new phone number is registered under my name and even the callerID is under my name. Moreover, I use this new phone number with the XXXX, XXXX and listed as my contact information on my XXXX. I can not come to the branch because I have XXXX, so one of the representatives told me that I can notarize a power of attorney on my brother 's name and that he can unlock the account with two photo ID 's of me and POA. He came into the branch where the bank manager asked me to call the Citibank fraud department. I did call them again and heard a new version of how should unblock my account and they also told me that the POA won't help here. The only solution they gave me is to call them from the old phone number which is already taken by another person. Are they asking me to commit a crime? So how can I unblock my account? How are they allowed to block my account for such a long time? Who will compensate me for financial and legal losses caused by the team of the Citibank? Why are they kipping my money? I am not criminal, however, the bank is treating me like one and can not provide me the information about what I have to do to get my number in their " database '' where it does not associate with my name? Why the bank can not call the XXXX XXXX XXXX and verify the information for more than 10 days? Why they are not giving me the options to solve the problem? Seems like representatives over the phone have no clue on what is happening, what are the protocols and how they can verify a phone number to a name? There are many reviews on the web with the same issue people are having with the Citibank. The institution is doing illegal things and using people 's money. The only explanation I have to justify their actions. I am having an actual XXXX XXXX I am XXXX. How can I solve this? Please help

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