Consumer complaint received 2023-04-08
Company: CITIBANK, N.A.
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I have applied for a loan from a XXXX XXXX  over the phone in which I was connected with a loan agent that would be able to assist me. We both went through the logistics and procedures of obtaining the loan. During the process, I authorized and consented my lending agent to have access to my account in order to make incremental loan deposits to my checking account. We both went through the thorough and specific process together as my agent assisted me with the loan deposits. They explained to me that by sending these incremental deposits for me to return and send to their agents for verification through the XXXX  feature, they were trying to see if they could expand my credit on their behalf to issue me my loan through direct deposit. I was advised over the phone that by being sent these temporary " test deposits '' and returning them through various contacts of which are their loan officers for verification, they wanted to determine if Citibank would consider these transactions fraud or suspicious. This process went on for a few days until I finally contacted Citibank to ask why my account has been blocked and I wasn't able to access my checking account online. They directed me to the fraud department and connected me with a representative who was incompetent enough to explain to me VAGUELY why they decided to close my account without any warnings, notifications, and communications regardless of how much I told them that my activities were of my own responsibility and that I give consent to my lender to have access to my account, as the citibank fraud representative nonchalantly and brainlessly responds back to me with how it's one of their policies to not disclose any information on reasons why they think those deposits were fraudulent. I tried everything in my power to negotiate with them and explain how important it is that they would unblock my account so I can have access to my attached credit cards, but it was too late since they impulsively decided WITHOUT MY PERMISSION to close my account anyway. They were stubborn and reluctant to explain to me into detail of how they would determine if the checks were " invalid '' after reviewing them very late and refusing to explain to me ( a customer ) why it's a " scam '' because it's one of their policies not to " disclose '' that information. Afterwards I contacted my independent freelance lender to confirm if every process we went through over the phone was legit and they indeed acknowledge that. They were willing to offer me solutions to lend me money alternatively instead through XXXX XXXX, since my checking account had been blocked and deferred for CLOSURE by decisions made on behalf of the Citibank fraud department. 

I've my had one of the many worst customer service experiences ever with Citibank and I seriously think the CFPB should do an investigation into their company for authenticity.

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