Consumer complaint received 2020-09-03
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
Hello, On XX/XX/2020 my account was frozen by Citibank. When I called them on XX/XX/2020 they told me my account has been frozen by the fraud department. Since I was out I instructed them I would give them a call back because I did not want to answer personal questions on the street and I had my credit card. When I spoke to a representative on Monday XX/XX/2020 from the Security Fraud department they first accused me of fraud then hung up the phone. I honestly thought someone hacked my account. I called back and spoke to 3 different people who were not customer service friendly at all, they all told me my account is being investigated and is in the process of being closed. I will receive a letter in the mail between 30-60 days, then I was assured it would be closer to 30 days. I called back on XX/XX/2020 after receiving my bank statements from Citi showing checking account balance {$0.00} and savings account {$0.00} as of XX/XX/2020, it states other withdrawal deducting the full amount from my saving {$14000.00} and checking {$3400.00}. They told me that my checking account has been closed and there is a block on my savings account. I was then informed that this process would take 60 days and if I wanted to know more information go the the branch. I went to the branch and it was nothing they can tell me. I called Citi back and offered to provide tax transcripts for my self employed business, which is different from tax returns. I paid my landlord from XXXX I offered to provide documentation verifying that was my landlord. My fiance and I are saving to buy a house and a transfered money with XXXX to a joint house account offered to show proof of that they wanted nothing. They did not want any paper work, so I am confused on how are you investigating with no documentation? Now I feel like Citi bank is judging me based on what they believe my financial cap should be. So now its XXXX XXXX and it has been 60 days since they froze my account. No letter in the mail however I do receive a bank statement dated XXXX XXXX Checking {$0.00} and Saving {$0.00}. I call them up on XX/XX/XXXX asking the status of my account it has been 60 days. They told me that no your account has been under review since XX/XX/2020 - XX/XX/2020 and they made a decision to close it on XX/XX/2020 so they have until XX/XX/2020. I called Citi bank today to find out the status of this letter, this investigation. The last and final representative told me my account is being closed out it will take XXXX days my account is under investigation. I told her it has been 60 days, she told me thats all she can tell me and she is disconnecting the call now. This whole interruption started XXXX XXXX and now it is XXXX XXXX, it has been 80 days and no letter, no funds, no status except your checking account is closed and your saving is blocked and that has been the same status since XX/XX/2020.

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