Consumer complaint received 2022-02-04
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
During the weekend of XX/XX/XXXX I received a call on my cell phone from someone identifying themselves as Citibank employee from the Fraud Department Telling me my citibank ATM was being used at XXXX to make a purchase in the {$800.00}. The had my last XXXX of ATM and my cell hone. I called the number showing on my cell and it was Citibank. I talk to them. They said they would send me a new card in the Mail. On Tuesday as I did not receive my card I called Citibank they said nothing was ordered but the fraud was clear. I called again on Saturday ( was sick that week in bed and could not talk ) and I was told my account had been hacked and the account was not accessible they could not talk to me. I went to Citibank XXXX XXXX in person and with XXXX forms of ID asked them what was going on. XXXX XXXX, a personal Banker told me it was standard procedure and that XXXX  account had been hacked so they do not want to talk over the phone. 
She looked at my accounts and I had XXXX with Citibank and was a customer for XXXX  years. She was going to close the XXXX other account an open a new one. Then she said she'd better call to make sure she could do that. When she called they said we should wait until Tuesday ( Monday was a Holiday ) and we should have gotten an answer. I asked if the XXXX accounts not hacked could be frozen. She did. I return Tuesday, Wed., Thurs. and there was no answer. Friday she called the fraud Department and they said as all accounts were frozen I could not get access to any funds. Actually they said they would not do business with me and I would receive a letter in 30-60days. This left me with not a cent. The Banker sent another message to try to get this resolved. I went again non Sat. no answer. I borrowed money from my partner and went open an account in another bank. I called Cal HR ( I work for the state of CA- correctional dept. ) and put a stop to my direct deposit. meanwhile I try to get funds from Citibank and I was hung up on when I asked how I pay my bills. 
As I did not see any check in the mail, I called calHR today and was told my paycheck went to my account at Citibank. leaving me yet again another month with no money. I called Citibank and got the same song and dance : " we will send you a letter in 30-60 days and we are closing your accounts. '' I can not get access to any of my funds leaving my to borrow from people. 
No one have wanted to talk to me, explaining what is going on. No one has offered any solution, no one has offered to give me access to even a cent. I have a fair amount of money in my accounts and I leave on borrowed money. This can affect my credit! Yet Citibank refuses to talk to me. Why are they kicking me out? Why do they need my money to investigate the hack? Why are they keeping the money on the XXXX other accounts, which were untouched? 
I have no document to give you as Citibank won't even talk to me.

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