Consumer complaint received 2018-01-23
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Citibank has horrible and misleading customer service. This company will transfer you to overseas or various departments or call centers, that do not properly communicate with each other or accurately convey information for your account or relay information properly between departments. Citibank is denying me access to my account and denying access to any funds in my business checking account. This is causing serious financial harm and inability to meet personal and business related obligations. 

On or about XX/XX/XXXX, I contacted Citibank customer service to temporarily freeze my business checking account due to concerns that my personal information and/or account may have been compromised by one or more unauthorized 3rd parties. I was told that this was a simple process and only temporary. I later contacted Citibank customer service separately to have my current debit card cancelled and replaced. 

I received my replacement debit card. After discovering my new debit card did not work, I contacting customer service and was told that the temporary block must be removed for the card to work. I requested that the temporary block be removed from my account. I was told the block was removed and I could use my card and account as normal. The card still did not work. I was also blocked from accessing my online banking to view any account activity from the past or present. I contacted customer service again and was told that re block needed to be removed by a certain employee in a certain department. This person could not be reached. I phoned over 10 times over the course of the next 5 days and I also visited a branch and the block was not removed and the employee listed as the one able to remove the block never answer or responded to voicemail messages left by myself and by Citibank service. I continued to call customer service and was told that the block would be removed and my account would be fully functional on XX/XX/XXXX. In reliance on this promise I transferred about {$10000.00} in additional funds into the business checking account with Citibank. On XX/XX/XXXX I visited a branch and attempted to make a transaction. I was told that a note on my account stated that another Citibank employee at another department must remove the block on my account, which I was told, was still active. For almost another week I have been denied access to my funds, and I can not access my account. I am just told that my account is being reviewed and that one employee must approve the removal of the block. After being denied access to my account and frustrated with the misleading and ineffective customer service from Citibank, on XX/XX/XXXX I contacted Citibank to inquire about closing my checking account. I was told that I could not close my account without the block being removed from my account which must be done by one employee noted on my account. This employee can not be reached for several days. I just want access to my funds in my account or the option to close my account and be given my account balance. This has caused me great personal and financial harm due to unpaid bills and expenses both personal and business related. I am unable to meet personal and business obligations or fulfill contracts and agreements due to the denial of access to the funds in my account.

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