Consumer complaint received 2023-11-19
Company: CITIBANK, N.A.
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2023, I went to purchase a phone from the XXXX XXXX. During the purchase, Citi locked my checking account on suspicion of fraud. I immediately opened the Citi app and requested the agent unlock my account in the chat function. The agent gave me a phone number to call. 

I called the number. Because my phone number was being transferred between phones, I had to use a third party line from the store. I provided the agent on the line with the total amount of the purchase and asked the hold be taken off the account. He informed me I would have to call back with the number on the account. 

Therefore, I had my number fully transferred to the new phone and called the number again. Over the course of a hour, I provided my full information XXXX separate agents in an attempt to get my account unlocked. With each agent, I provided my phone, address, debit card number, PIN, and last four of my SSN. The second agent informed me I would have to wait XXXX days to receive a physical letter to verify my identity. When I asked to speak to an on-shore representative ( a U.S. based agent ), they refused and disconnected the call. 

I cancelled the XXXX purchase and left the store. I spent a few hours with XXXX attempting to get my number transferred back to my old phone. The entire process lasted 7 hours and resulted in me with a hold on my account. 

On XX/XX/2023, I called Citi again. I spoke with two separate off-shore agents over the course of a hour. As in the previous calls, I provided them with several modes of identification including my phone, address, debit card number, PIN, and last four of my SSN. The final agent again told me there was no other way to verify my identity besides the letter. I asked if they could use the only phone number associated with the account. They told me the number was no longer valid for verification. 

I asked again to be connected with a XXXX XXXX agent. After several periods of being put on hold, the off-shore agent disconnected the call. 

On XX/XX/2023, I called Citi again. I again spoke with two agents. I explained them the situation. The second agent attempted to verify my identity through the app. I confirmed my identity via the app by clicking on the approve button. An error message popped up. They again stated I would have to wait XXXX days for a letter. I asked to speak to a U.S. based agent, they said none were available and disconnected the call. 

I immediately called back. I asked the first agent immediately to be connected to a U.S. based agent. They said theyll try. They connected me, however, to an off-shore agent, who again told me I must wait for a letter. They refused to connect me with someone in the U.S. 

Tomorrow, I plan on calling a local branch to resolve the situation. The nearest physical branch, however, is XXXX  hours away. 

Citis off-shore agents are responsible for placing a permanent hold on my checking account, and requiring I wait 5-7 days for a physical letter. This was the result of a Citi error in flagging of a fraudulent purchase. When making attempts to resolve the situation, their off-shore agents were increasingly unhelpful. I feel disappointed and powerless trying to access my checking account during a holiday week.

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