Consumer complaint received 2018-04-11
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Attached is a letter I received from Citibank, datedXX/XX/XXXX which appears to be retribution for a recently filed complaint with the CFPB.

Moreover, there are statements from Citibank in this letter which are simply untrue to be blunt theyre lies.

And there are other issues in the letter. Let me summarize all of the issues with the Citibank letter and threats to freeze my account ( s ) here.

1. Citibank claims in first paragraph, some important information is still missing or out of date yet Ive been a customer of Citibank for 10+ years and Ive NEVER received any prior notice of this claim. Also, neither in this letter, nor in any other communication, has Citibank detailed what is missing or out of date as they allege.

2. I have over {$300000.00} in my checking and saving accounts, and in bold letters, Citibank is threatening that all transactions on your account will be blocked if I dont respond byXX/XX/XXXX. This is a very, very serious threat.

3. There are numerous other threats in the letter you can read for yourself.

4. In the Why is this happening? section, Citibank says, We have reached out to you several times previously. This is a lie. Period. Citibank has NEVER called, emailed or sent any other letters asking for missing or out of date information. Citibank has had my same email and phone number for 10+ years and I say again, to be absolutely clear, Citibank is lying with this statement when they say, We have reached out to you several times previously.

5. In the closing paragraph, Citibank says, We know that your time is valuable and we are committed to partnering with you in every way possible to continue meeting your financial needs. I dont agree that Citibank believe my time is valuable heres why.

a. On Friday morning, XX/XX/XXXX, I called the toll free number provided by Citibank and provided the key word " XXXX '' and my Reference ID on the letter - but the rep was unable to retrieve details of my letter when I provided the Reference ID as I was told to.

b. Citibank can verify this because they record all calls, but I was on the phone with the representative for more than 15-minutes and during this call, she was unable to a ) identify what information was missing or out of date or b ) connect me to an available supervisor to discuss the letter and my situation.

c. If Citibank cared about my time, or considered my business valuable as they claim, they would have a system that clearly highlighted missing or out of date information so the rep could enter it! They wouldnt expect me to wait on hold while their rep searched for missing or out of date data yet that is exactly what the rep said she was doing.

d. It's clear that Citibank is not interested in partnering with me in every way possible to continue meeting your ( my ) financial needs. Further evidence is that at one point, the rep asked me the date on the letter! How can she ask that? Shouldnt SHE have known that? And then, because I was calling on XX/XX/XXXXand the letter wasXX/XX/XXXX, she suggested ( please listen to the recording! ) that it was likely I had already spoken to someone at Citibank and provided the information but I just forgot! How completely rude and inappropriate.

6. She told me that my account was showing approved which she said means I provided the information and nothing else was needed and my account wont be frozen. But Im absolutely concerned, given the above, that my account or accounts will be frozen in less than a week!

7. After more than 15-minutes of getting nowhere with this rep, I hung up.

8. I called back a short-time later, but this time I was connected to a rep based in the XXXX. They were unable to connect me to a US-based supervisor. Frankly, Im DEEPLY concerned about having my personal information and account details accessed outside the US.

I genuinely feel this letter, which is factually incorrect and quite threatening, is retribution for a previous CFPB complaint.

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