Consumer complaint received 2019-01-25
Company: CITIBANK, N.A.
State: NM
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I received a phone call from the fraud department at Citibank. It was regarding some fraudulent activity that was presenting against my checking account with Citibank. I had had an account with Citibank for about 6 years and this was the first time I have been having difficulties with fraudulent activity. In order to prevent future fraudulent activity on my account the representative requested that I open a new checking account with Citibank. About 2 1/2 weeks later I received a new account checking number along with new account information which included a brochure. As soon as I received the new account number and new account information in the mail I contacted Citibank regarding the new debit card associated with this new checking account. It was at that time that I was advised by the representative that since I had beenJust sent a new debit card that I would not be needing another debit card sent to me for the new checking account. I requested confirmation that no other information would be needed from me regarding the establishment of the new account. My direct deposit paycheck was still being deposited into the old account however at my request the account had been blocked and no debit transactions could be presented against it. For the next 2 1/2 weeks I would repeatedly contact Citibank regarding concerns stemming from opening the new account. For example I was needing a copy of a voided check in order to provide my employer with bank routing information regarding the new account. On XX/XX/2019 I finally received two checkbooks which I was able to provide my employer with a voided copy of one check in order to transfer my direct deposit paycheck. On XX/XX/2019 I was out of town and attempted to use my debit card to fill up my car with gas. My debit card was denied and I immediately contacted Citibank. It was at that time that I was advised by the representative that my account had been closed due to not receiving specific paperwork in order to validate my mailing address. I advised the representative that I had at the time that I was not advised of any request for paperwork. I requested additional information regarding the paperwork that they were requesting and how they had advised me of their request. The first representative that I spoke to stated that my mailing address needed to be confirmed and that a utility bill in my name was also needed. When I advise the representative that Id never been informed of any such request I was told that this information would have to be research in order to verify when the information was sent to me. I advise the representative that I was out of town and that I had no means to be able to access any of the funds available in my account with the cancellation of the debit card that was associated with both the old and new accounts. The representative at that time told me that they would be mailing me A new debit card priority overnight XXXX XXXX. Next day I received a new debit card via federal express. However I was advised that that new card was also blocked due to the closure of the new account. The representative that spoke to at that time assured me that they would be able to submit a request for another debit card to be sent to me priority express XXXX XXXX the next morning. When I requested for the funds that were in my new account to be transferred back to my old account Where they were initially transferred from. Again left in a position without access to any funds in my account I was on the phone with a representative for over 2 1/2 hours as she reviewed the account history and was unable to come to an understanding as to why their account was being closed despite the documented history of having an open account with Citibank for several years it was at that time on XX/XX/XXXX that the representative advised me that she could guarantee that the new card would arrive first thing in the morning and would not be locked or blocked she also assured me that she would be filing a grievance internally to address the errors that were being made on my account. After work on XXXX XXXX I contacted Citibank again to request information dates and departments information regarding the complications with my case. It was at that time that I was advised by the representative in the account services department that the new a card that was sent to me today was now again blocked and at my old account which I had had for several years was now subject to be closed as well when I requested information regarding the closure of the old account she stated that she wasnt sure however it probably stemmed from the request, initial request of a utility bill or a credit card statement to verify mailing address for the new account. When I advised her that my mailing address had been verified on multiple occasions she advised me but I would have to call back again tomorrow to clarify the reasons for closing of the old Account. Despite my initial request of having my funds transferred over from the new account to the old Account from which the funds initially were deposited into for my employer the representative advised me that a check was mailed and that I could receive the check anywhere between 7 to 14 days. Again leaving me without access to my funds or provide me with any legitimate information regarding the issues surrounding my case. I plead with you to please assist me in addressing these issues. I have multiple bills that I was supposed to have paid and have no access to any funds now or any means to even begin to understand what is going on. For two days in a row I was provided with erroneous information and was sent priority overnight federal express new debit cards that were canceled before they were even activated. Its abundantly clear that theres an internal problem at Citibank that theyre able to waste such resources in sending debit cards priority XXXX XXXX and then immediately blocking those cards. At this point I would just like to withdraw all of my money which is over {$700.00} however Im being told that a check was being is now being mailed to me and I wont have access or availability to my funds for close to two weeks. By the time that the check arrives and I open a new account with those funds I will not be Until the check is able to clear adding another 3 to 5 days. I understand that this is not a lot of money and for most people it would be nothing however I am a XXXX  XXXX that works for XXXX XXXX XXXX that works for XXXX XXXX XXXX and I do not make a lot of money. This kind of mixup has really put a financial strain on me and is now incurred extra charges from automatically deducted payments that were set up to be debited from my account. Without exaggeration Since the opening of the new account in XXXX I have called Citibank repeatedly several times a week. Not one time was I advised by anyone during those phone calls that paperwork was pending in order To validate the opening of a new account. Even now despite me having called Citibank multiple times today XX/XX/XXXX regarding the closure of the new account and the submissio to validate the opening of a new account. Even now despite me having called Citibank multiple times today XX/XX/XXXX regarding the closure of the new account and the Sending of a new debit card I was just advised that the new debit card would be closed because the old account is now subject to be closed as well. I am tired of trying to figure out what is going on and how someone can block access to my very hard earned money.Please assist meThank you

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 monetary relief