Consumer complaint received 2020-05-27
Company: CITIBANK, N.A.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Delay in processing application

Complaint:
XX/XX/XXXX I applied for a citibank secured credit card. I got approved and had to make a deposit of {$1000.00}. 

XX/XX/XXXX. Citibank withdrew {$1000.00} out of my personal XXXX  XXXX account. I received an email that I will receive my card in mail in 7-10 business days. 

XX/XX/XXXX Still no card yet. I called and they stated that my account had an invalid address in which I fixed and was told to wait for another 7-10 business days for the card in mail. I requested as a courtesy if they can expedite the card in express mail and they said they dont do that for new account holders that just opened a brand new account. At this point I am unemployed, with no money to make rent and Citibank has my {$1000.00} for more then 30 days. 

XX/XX/XXXX Still no card yet. The rep again tells me that the address was incorrect. I requested to speak to a supervisor and asked them what the issue was and why is it that I am receiving mail from every other company, just not theirs. The Citibank Rep told me that the USPS has been changing the address on the mail. I called USPS and they said they do not randomly change or reroute mail without the customers consent. I called Citibank back and requested to have my account closed and return my {$1000.00}. The citibank rep told me, in order for me to get my money back, they would need to send a closure form, that I would then need to sign and send back to them. Once they receive the form, They will close my account and I would have to wait additional 21 days. At this point, it has been more then 60 days that citibank has my money and will not return. 

XX/XX/XXXX I receive an email that my account has been locked with new card ending with XXXX. I still have not received any account closure forms from citiback that I can sign. 

XX/XX/XXXX still no mail from citibank. I called again and spoke to a rep and she stated that my account is still NOT CLOSED and that a replacement card was sent to another address that I never heard of. I was just shocked at this moment that they still dont have my accurate address and I have been waiting for a very long time to first get my card and now a document to close the account so I can get my money back that they have been sitting on. I was transferred to another rep without being told and she was very rude. I spoke to another rep who verified my identity by sending me a text and again stated that my address was incorrect. I updated my address again and told him exactly how many times this has happened and I am requesting to please close the account. He then transferred me to another rep and she finally closed my account and said I have to wait to receive a letter in which I have to sign and then wait another 21 days to get my money back. 

Today is XX/XX/2020 and it has been over 90 days that citibank took {$1000.00} out of my account and did not issue a card to the right address nor take steps to remediate the issue after I expressed the financial difficulty of losing my job during the Coronavirus Pandemic several times. This is very unethical practices and I feel helpless. Please help me get my money back from Citibank.

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