Consumer complaint received 2023-06-16
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Dear Sir/Madam, I am writing this letter to bring to your attention the severe issues I have encountered with CitiBank and their Priority account services. On two separate occasions, first in XX/XX/XXXX and again in XX/XX/XXXX, I opened an account with CitiBank, only to face the same distressing situation that ultimately led to the closure of my account. 

In XX/XX/XXXX, I had planned a family trip outside the country during XXXX week. As a responsible account holder, I contacted CitiBank well in advance to inform them of my travel plans, ensuring a smooth usage of my card. CitiBank assured me that they had made the necessary notes on my account and even provided details regarding spending and cash withdrawal limits, emphasizing that it would not pose any issues during my travels. 

Relying on this information and for safety reasons, I carried minimal cash and planned to withdraw additional funds from ATMs upon arrival at my destination. However, upon using an ATM, I was only able to withdraw {$230.00} USD. Subsequently, my account 's withdrawal limits were downgraded from {$2000.00} to {$500.00}, leaving me unable to withdraw any further cash outside of the {$230.00}. This unexpected limitation forced me to spend numerous hours and days of my vacation on the phone with Citibank 's customer service. 

During these frustrating interactions, Citibank verified that there were no fraudulent activities on my account and attempted to restore the account to its original limits. Regrettably, resolving this issue required multiple calls, frequent call drops, and extended hold times spanning hours. Each time, I had to repetitively explain the situation to different representatives. Finally, when my account was restored, I attempted to use the ATM once again, only to encounter the same problem of being unable to withdraw cash. I tried multiple ATMs across different banks, all yielding the same disappointing outcome. This situation further compounded my distress, leading to more calls, dropped calls, and extensive hold times. 

The inadequate communication with overseas call centers and the poor call reception exacerbated the already dire situation. As a result, my vacation turned into a series of exhausting days spent on the phone with Citibank instead of enjoying quality time with my family. Stranded in a foreign country without cash during XXXX week, I encountered severe limitations in various places that did not accept credit cards. Citibank offered no viable solutions or explanations for the recurring issue, continuously blaming the ATMs I used, despite my attempts at different banks and machines. 

Ultimately, Citibank suggested that the problem might have been a credit card chip malfunction and proceeded to cancel my card altogether. It is essential to note that this was a new card that had only allowed me to withdraw money once before ceasing to function. In conclusion, my XX/XX/XXXX trip was marred by a distressing experience in a foreign country, where my family 's holiday and vacation were significantly impacted due to being limited to a mere {$230.00}. Citibank failed to provide any reasonable explanation for this recurring issue, consistently resorting to excuses until finally closing the account, citing a chip malfunction. 

Unfortunately, my most recent experience with Citibank from XX/XX/XXXX to XXXX mirrored the circumstances I faced in XXXX. Once again, I could only withdraw {$230.00} initially, followed by a temporary restoration of the account that allowed a withdrawal of {$160.00}. However, shortly after, I was again unable to withdraw any cash again. This time, I was better prepared for such an occurrence, but my experience with Citibank remained unchanged. My withdrawal limits were arbitrarily reduced from {$2000.00} to {$500.00}, and I was bombarded with excuses, including a representative 's unfounded claim that the ATMs I used had no cash. This assertion was clearly absurd, as ATMs generally display an " Out of Service '' message when lacking funds. Moreover, previous individuals had successfully withdrawn cash from those ATMs. 

On the XXXX XXXX  XXXX, I went as far as emailing the branch manager XXXX XXXX XXXX who opened my account and never even acknowledged my email. I spent hours on phone calls, frequent call drops, and repetitive explanations were the norm. Every representative I spoke to offered the same excuses and even suggested that the chip on the card was damaged once again. It is evident that nobody at Citibank possesses a comprehensive understanding of the situation, as they have been unable to provide a satisfactory resolution or a clear explanation for the recurring issue.

Therefore, I kindly request a thorough investigation into these incidents to prevent their reoccurrence not only for me but for others who might face similar challenges. I implore you to ensure that someone with the necessary authority and expertise at Citibank provides me with a clear and logical explanation for these repeated incidents. Transparency is of utmost importance, and it is crucial that Citibank takes accountability for the distress caused by its inadequate customer service and unresolved issues.

Thank you for your attention to this matter. I look forward to a prompt resolution and your assistance in rectifying this situation.

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