Consumer complaint received 2023-03-08
Company: CITIBANK, N.A.
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I noticed my debit card being declined despite having funds in my account. I called Citi and was told there was possible fraud on my checking acct, but they would not provide any information or explanation. I reviewed my acct and saw no suspicious activity. They stated they couldnt verify my phone # ( which Ive had for 20+ years ), despite them sending my confirmation codes via text and me providing it to them to verify and answering all other verification questions ( SSN, acct #, opening date, address, card #, etc ). Other reps told me that I need to visit a Citi branch to resolve, I relayed this is not possible as Citi does not have any physical locations in my state and was then hung up on. Several representatives hung up on me on different calls between XX/XX/XXXX and XXXX as I asked for further info into my account freeze. I was calling Citi several times daily to get this fixed and they were simply refusing to help me with anything, no matter how much I provide verification about myself. Citi bank claimed to protect their customers and they did completely the opposite. My account was frozen, my debit card was locked, but Citi was still allowing my employer direct deposit paycheck to be deposited ( but unable to use these funds ). Citi bank completely shut off access to my only money and cause me huge financial losses and damage. 

Finally spoke to a supervisor XXXX, who said someone from the fraud dept would reach out within 48hrs to explain and resolve this issue for me. I received NO calls from citi fraud department within that time frame. After several more calls and being hung up on by every representative, I was told I would have to wait for a physical letter to be received in the mail with a reference # and to call with this # to verify and lift the account freeze. 

On XX/XX/XXXX I received the letter in the mail asking that I contact Citi and provide the reference number on the letter to lift the freeze on my account. I contacted Citi, provided all information asked of me ( letter reference #, verify acct opening date, SSN, phone #, verify address ) - all of which was correct. They then stated they could not provide any information as to why my acct was frozen by the fraud department. I verified all transactions on acct were valid and that I saw no fraudulent charges or activity on acct. Placed on hold several times before the representative came back and said thank you for your call and for providing this information to Citi bank, have a great day and they hung up on me. 

On XXXX  I received an email that my account will be closed within 60 days and they will send any funds belonging to me to my address on file ( which is correct ) once the account is closed. Also, Citi offered in the email to request my funds to be delivered to me sooner If I choose to. I did request my money to be mailed to me sooner, and Citi again failed to comply with their policy and my acct remains frozen along with my funds. I no longer want to be a Citi bank customer and want all my available account funds to be mailed to the address on file ASAP. Citi violated all my rights and is causing continued financial loss for my family by holding my funds without cause or explanation.

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