Consumer complaint received 2019-08-30
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
It all started after enrollment on XX/XX/XXXX. I thought after confirmation I would be set to access my account and get my information. My nightmare began and never ended This is a formal complaint against Citi bank online banking services and CitiBanK banking. I have had issues from the time of signing up. I decided to join this financial institution. I received my bank approval email XX/XX/XXXX, and needed to get my account number to verify my account with my job for direct deposit. I call XXXX customer service line. I was advised there is a fraud alert on my account and I would need to go in to a banks branch in order to receive any details on my account. I was advise someone would follow up with me so I wont have this issue I just needed to answer some security questions. New account I assumed that was normal procedure so I obliged. The convenience of online customer service didnt apply to my account evidently. So I go in speak with a personal banker and ask is there some questions on my account that needs to be answered because I dont want to have to go into a branch every time I need to review any details about my account. He advised there was nothing on my account. I moved forward with this account I received my debit card and thought all was well I tried to activate it at home I was unable too. I was advised with online customer service that there was an alert on my account so they couldnt move forward with the call. I was baffled and confused The rep was snarky and rude as I was asking alternatives and advising her of what I was told by a personal banker at the Citibank branch on XXXX, XXXX XXXX, N.Y. I escalated the call to a team lead who was also rude. And offered no options. I then used the online banking chat system to try to receive some kind of resolve. I was given numbers to contact with reps who wouldnt continue call flow. I deposited a check and it was held I didnt know on new accounts they always hold the first check I just wanted information on that. Online chat rep adv me its on hold but would be released. I was appreciative. On XX/XX/XXXX I receive a fraud alert text that I had to reply to based on my transactions and I responded and retried transaction and eveythingis smooth sailing. Wrong I have automatic payments set up with XXXX they adv me my payment didnt go thru based on my account being frozen they advised I call the bank to try to resolve to keep me on track with my payment schedule XX/XX/XXXX. I call Citi online reps still advise me of this alert no options no help call disconnected. I go in to the Citi bank branch on XXXX XXXX in XXXX, NY. Sat with a personal banker and asked is there anything that needs to be updated on my account because Im tired of coming in for tedious inquiries about my account. I advised since XXXX has told me about this Ive called XXXX fraud dept who wouldnt speak to me a rep by the name XXXX adv he would not be disclosing any information and disconnected the call. I cried I dont know what to do how to think my bank card still works but I cant call in about my account bankers call a Citi hotline who also adv nothing is on my account they shared a screen, I asked will I have problems moving forward it was advised no. I go into the branch on XXXX XXXX XXXX to confirm nothing on my account needs updates I sat with the branch manager who again made a call to their in-house Citi hotline and both advised account is ok for use. XX/XX/XXXX I locked myself out of Citi acct app to check my statements and chat with reps. I call customer service for help XXXX adv security alert cant move forward after vigorous verification process to identify it was my account. I couldnt even be help and my online account is still locked as of today. Im confused and conflicted because Im being told nothing is wrong with my account yet online customer service doesnt review my account details with me over the phone due to this ALERT. Citi online banking chat offered me some sort of resolve. Branch reps over me quick solutions but nothing has brought complete resolve to this solution I need to be able to call in about my account. Receive updates, make changes, and receive assistance. None of the amenities of the account applies to me Im at the end of my ropes and dont know what else to do but to find another bank institution to help with my financial needs and provide the convenience of doing so.

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