Consumer complaint received 2022-06-24
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I have a checking and savings account with Citibank. I deposited a $ XXXX check from the State of California, from California 's COVID-19 Rent Relief Program. I have also made a few other paper money deposits, for various amounts. One day, I tried to make an online purchase and my card was declined. Knowing their was more than enough money in the account to cover the transaction, I called the XXXX number on the back of my debit card and proceeded to speak with Customer Service XXXX 

I was forwarded to the " Account Takeover '' department who asked me to provide a verifiable phone number that they could send me a one time text message to, in order to verity my identity. I gave them my phone number, which is the same phone number I opened the account with. They came back on the line telling me that their system would not allow them to verify me by that number. I have no other phone number to give, so I asked if there was any other option to verify my identity with. They said, " no '' and then proceeded to tell me, " we have exhausted all options to verify your identity at this time and now we are going to disconnect the call '' and HUNG UP ON ME!! This has happened, 10+ times, over the course of a month, from which my account has been locked, leaving me no access to my money. 

I went to an actual Citibank branch in XXXX XXXX XXXX, CA and sat down with one of the Personal Bankers and explained my situation. She called the XXXXraud Department directly and we were again, transferred to the " Account Takeover '' department. The Personal Banker told the Account Specialist on the phone that I was sitting in front of her, FULLY VERIFIED, and STILLLLL they wanted me to provide them with a verifiable phone number in order to verify my identity! I mean, c'mon, I was sitting right there inside of one of their bank branches, with one of their employees telling them that I was FULLY VERIFIED and they couldn't have cared less.. And so guess what the people on the phone did? THEY HUNG UP ON BOTH MYSELF AND THE PERSONALBANKER who was working with me!! 

I feel absolutely defeated. They also told me that they sent out a letter to my home address on XX/XX/XXXX, which would have a reference number that I would be able to verify my identity with. I have an app called " Informed Delivery '', which is provided by the United States Postal Service. This app takes a picture of every single piece of mail that comes through my mailbox, every single day. This letter that Citibank said they sent, is a lie. I have NEVER received a letter from them at all. I have asked them to resend the letter and they said I need to wait for the original letter that was supposedly sent on the XXXX of XXXX. 

I have been surviving on some petty cash that I, thankfully, had stashed away in my house. I have {$3.00} dollars left to my name and can not pay any of my bills, feed myself or my children, put gas in my car to go to work.. I couldn't even pay my rent this month because of this situation. I have filed complaint after complaint with Citibank directly, to no avail. I am a few days away from losing the roof over me and my families head and all for what? Suspicious activity that I could've easily verified? Ridiculous. Please help me get back what is rightfully mine. Thank you.

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