Consumer complaint received 2023-02-17
Company: CITIBANK, N.A.
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Confusing or missing disclosures

Complaint:
i opened a citi bank checking account because they show you can instantly create and deposit through app. i read through the jumbled disclosers and reviewed their welcome kit and all its links throughly nowhere did i see anything about not having access to account until card activated. i mean they even sent me various emails about logging on, setting up XXXX and then closed my account for violating terms .. the emails addressed to me and my action links all led to same account login however 2 or the 4 emails have different account numbers in email. when i went to log on i found access blocked and immediatly contacted them. 
i cslled citi customer service and the fraud departmnt was walking me through the steps to regain access. this was not possible despite providing identification, a photo of me and myself holding id, again with the specific 'hold pencil by clock and have id in other hand ' all of those and my ss card, bc, dissolution of marrige and then we finally got closer. i gave everything but full account number as i never was provided the entire string of number assigned tomy account only the last 4 " XXXX '' and the representative could only attempt to acess via my security question and the correctly provided answers. i had to really think on this when applying for account so to be safe i WROTE THE QUESTIONA AND ANSWER in my folder that holds all information in the event of my untimely demise if in accident or something. EVERY answer was not working, he said they just do not give him the proper indicators of a matching answer ( he did not have access to see it either just a 3 letter search bar that went green and moved on or red and removed a ticker mark that restricts account further. he called his supervisor and was told i had cashed a fraudulent check in this fake account!!! what the actual heck, i informed him i was indeed a real person and created a reall account with them and that the check was assigned to me via a client after i completed a tree removal for her home. i further explained that i was a licenced business owner and held an LLC for over 2 years and have benn doing this work for over 6 years. that i in no way commit petty acts of fruad and provided every bit of information up to THEIR SYSTEM failing to accept the correct answers i know i applied with.XXXX the supervisor disconnected and the rep apologized for the inability to fix things and recomended that i activate my card as soon as possible to see if it would grant access without the methoed we had used to bypass account numberm ( i wasnt given ) the fillowing day i got the notice of account closure for violating terms. and in THAT EMAIL i got link to a different disclosure addendum not previously provided within the welcome kits or any of the clickable links that came with the new account or during the new account. i do not like banks, i actually read all the bs and i know for a fact it was not provided and the webite are different, one opened as a pdf the other was a webpage tab. one came as a link title client manual and roughly 30 or so pages with a electonic page at the end ( non fillable so i never signed it ) similar. the other was client manual - consumer accounts ( 80+ pages ). 
furthermore i was oresented a dozen terms and conditions and inportant legal disclosure informative text and no single one offered information about policies in regards to how the new account mus remain untouvhed or used until a certain requirement weas satisfied or met or whatever the terms they implied now. 

i did deposit a {$300.00} check into the account, this was a legit check an i have already verifief with my client that the funds were pulled from her account onm XX/XX/23. CITI told me that the funds had NOT BEEN ACQUIRED OR RECIEVED as of this morning XX/XX/23. FULL BLOWN LIE made over chat with XXXX and her supervisor

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