Consumer complaint received 2020-06-06
Company: CITIBANK, N.A.
State: MA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
Citi Reference Number : XXXX This would be my fifth complaint/response to CFPB and Citi Executive Response Unit ( CERU ). 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- BACKGROUND ( SUMMARIZED ) Citi practically stole my savings account for 63 days by freezing it without my consent. I had no access to it and was provided no useful information or was offered a real way to resolve the issue. In over at least 15 phone calls, correspondence, and complaints, I hit dead ends for all of them. 

As a result, I suffered a monetary loss in the amount of {$600.00}, the opportunity to earn interest in the amount of {$300.00} ( by putting it in a higher interest account ), and I have lost HOURS of time in making multiple calls and writing correspondence that Citi does not seem to take seriously. In addition, my account was terminated without cause. I am looking to be compensated for my monetary and time loss stated above. 

I am suspecting illegal asset freeze ( see other similar complaints in XXXX  and CFPB by other customers ). For the unexplained account closure, I am suspecting discrimination. 

For more detailed background, I have provided comprehensive explanations and complaints here : CFPB complaint # XXXX, XXXX, XXXX, XXXX ; XXXX  complaint # XXXX, XXXX. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- MY MESSAGE TO CITI I have maintained a professional attitude in my past correspondence, but this is just ridiculous. Your latest response is downright disingenuous. I am appalled at how it clearly shows that you have chosen to ignore my MULTIPLE EXTENSIVE explanations and responses that I took time writing through multiple channels ( XXXX, CFPB, and CERU ). 

By continuing to provide generic and impersonal responses, I feel that instead of trying to resolve the issue of your victimized customer, you are just trying to tire me out hoping to make the problem go away. 

Let me address the content of your latest response on each point : " First and foremost, please be advised that under no circumstances does Citibank condone any behavior or practice which discriminates against anyone on the basis of any physical or personal criteria, such as race, XXXX, national origin, gender, religion or XXXX orientation. While we understand that you feel you were not provided an adequate level of service, upon our review, we found no evidence to support your claim of unlawful discrimination on the part of our policy. '' Nice legal template words but you have not provided me with an explanation of otherwise. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- " Our records show multiple attempts were made requesting you call our Citibank Center in order to complete the needed review on your account ( s ). Unfortunately, we did confirm this was never completed. '' I have made at least 15 calls to the numbers you provided as well as other channels and WAS NEVER GIVEN THE CHANCE TO RESOLVE THE ISSUE. They all pretty much said, " Sorry we can't help you. We can not even reach the 'back office ' that processes your case ''. FYI, I have called the number multiple times even before you provided it to me. 

Please refer to my previous explanations here. You have access to all of these. Next time check them up before responding : - CFPB complaint # XXXX, XXXX, XXXX, XXXX. 
- XXXX  complaint # XXXX, XXXX - Multiple e-mail correspondence to CERU. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- " We also, provided you the opportunity to complete the requirements for the promotion attached to your application once you fulfilled the needed review. Unfortunately, we did confirm this was never completed. '' As a matter of fact, I did fulfill the requirements. Again, this shows that you have not done your research. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- " As stated in multiple communications sent, Citibank is a non-compensatory bank therefore your request for compensation has been denied. '' Again, nice lawyered-up words that proofs to me that Citi is an irresponsible company. You are essentially saying to me, " So you lost money because of our messed up process. Tough luck! Not our problem! '' -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- " We understand that this is not the response you hoped for, but we hope you understand our position. '' I do understand your position. You are basically not owning your part of responsibility to your victimized customers. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I am still waiting for your call to resolve this matter in person ...

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