Consumer complaint received 2021-10-26
Company: CITIBANK, N.A.
State: TX
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I opened a Citibank account in XXXX and transferred {$25000.00} into the account XX/XX/2021. Currently my account is at ~ {$21000.00} after transferring funds to investment accounts. When I opened the account I was never sent a physical card. I was sent a piece of paper from the XXXX XXXX office that had a PIN number and the last four digits of a card number ( no card was attached ). At the time I didn't think this was an issue because I only needed online access to transfer funds into investment accounts ( would never need to use the card to do this -- wire transferred ). 

The week of XX/XX/2021 I noticed that I lost access to my account. I had no way of seeing my funds on my mobile app or online via the computer. I called the customer service line ( XXXX ) to discuss my issue on XX/XX/2021. She states the issue is fraud. I think a transaction over ~ {$1000.00} around XX/XX/2021 triggered their fraud system ( this was a security deposit payment for my new apartment in XXXX ). The person on the other side requested for many things : my full name, phone number attached to the account, my address, account number, and card number. The issue is that I was never sent a card so I could not verify my identity with my card number. The only thing I could give her was the PIN number and the 4 digits on the piece of paper sent to me. I do not have online access to my account so I couldn't give her an account number. She then ensured me that she would send a debit card to my house and I would be able to gain access into my account after changing my username/password. 

I received a confirmation email from Citibank that my card was on the way ( with a tracking code ) and it was sent to my address within a day ( I include this document below ). I received the card on XX/XX/2021. I try to login to my account on XX/XX/2021 and can not gain online access with my card number. The site says that I'm blocked and to call customer service. I call the same number ( XXXX ) on XX/XX/2021 and I am asked for my new card number, account number, and many other verification questions. The person states that he can not verify my identity and to call back on XX/XX/2021. At this point I'm very annoyed and every conversation I have feels like a scam. 

I call back XX/XX/2021 at least ~3 to 4x to try and make sense of Citibanks verification process. I'm consistently tossed around from agents to " supervisors/managers '', and never given a straight answer to what is going on and why they couldn't verify me. I'm told that nobody can help me over the phone and a letter will be sent to my address with a verification code. I have to wait 5-10 business days to get this letter. At this point I am VERY frustrated and do not understand why I can not verify my identity through my SSN or passport. I requested to visit a Citibank branch but there is no Citibank branch in XXXX, so I have to deal with customer service in XXXX. 

I'm frightened that I will never see my funds again due to this verification process. Nobody seems to understand why I'm blocked and will not give me straight/honest answers. I will be moving soon from XXXX to XXXX ( within a month ) and my emergency funds are tied up with Citibank. The address I'm currently at, is the my account is tied to. I'm worried that is a going to be a huge " verification '' mess because they keep sending me things in the mail to help verify my identity. I do not feel that my money is safe nor is my personal information ( identification information ). 

I attached proof of a recent transfer of money from my XXXX XXXX account to Citibank. 

I have also filed a complaint with OCC. I'm considering on having a lawyer contact Citibanks legal team if customer service continues to be negligent. 

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