Consumer complaint received 2022-11-22
Company: CITIBANK, N.A.
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
CITIBANK IS DENYING ME ACCESS TO MY ACCOUNTS AND NO CAN SEEM TO FIX IT. MY ACCOUNTS ARE IN GOOD STANDING.I can not gain access to my credit card accounts and bank account with Citibank because when I try to log on it has a screen that keeps saying unless I activate my card I can not access ANY of my accounts. I have spent hours on the phone 2-4 hours and still not received any results. I NEED ACCESS TO MY ACCOUNTS!!! I have now called again today and been transferred twice and then the third time I was hung up on. NO ONE SEEMS TO KNOW HOW TO FIX THIS! Now I have been given a new phone number to call. I am just going to keep typing to give an example of my phone calls. Now they say they want information I can not access because I do all of my business online. I can not give them what they want because I can not access my account. Do you know your savings account number?? I don't maybe I should. But I can give them my security word, all of my credit card numbers every bit of information and now they are transferring me again. Oh now they have tried to tell me to go to a standing bank well there is not a single one where in my state that I can find. Only ATMS. They have now transferred me to a supervisor and she it telling me she can not help me that I need to call a different division back. And after explaining this again she now has either put me on hold or something without telling me. I am still connected but no one is talking to me. Now after 5 minutes of silence it hung up on me. So starting over with another phone call. Now they are saying it is because that card is expired as of TODAY. Well why did I not get a new one. They are saying they have no record of it being sent when I asked. I am being told that this is the problem. And, that they will send me a new card that I can put in this page that keeps blocking me. However they will not overnight it to me because they don't do that. They can only expedite it. I have tried to deal with this many times and now this is what they are saying will fix it. How come not one else was able to see this when I asked over and over again. This it totally a screwed up situation when you are being denied access to 4 different accounts because of one card that I can not find the number of because I likely cut it up because I would not use it and because of using only online banking I do not have paper statements of the actual account number. Oh and now I am transferred back to the credit card department when I said I wanted statements for my accounts. The person that transferred me said they could email me statements, now I am being told that they can only send them by mail. I explained that I do not want anything by mail because I have had things stolen in the past and my accounts accessed. I was told that I was being transferred to a supervisor. I ended up at tech support again. Which I have already talked to many times. AGAIN I feel like I am loosing my mind when I have to start over again. I feel like no one is listening when I have to repeat myself too with things I have already explained to the person I have been talking to. Like I already said I do not want statements mailed and then I am asked again by this same person if I want statements mailed because that I what they can do. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Now today the total time spent on the phone call is around 3 hours with no other results. I should be getting paid for this.

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 monetary relief