Consumer complaint received 2020-01-29
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I am a Citibank customer and had one checking account with them. On XX/XX/2020 I decided to open two additional checking accounts online, so I could better manage my daily and monthly transactions separated my my daily activities.

After I opened my two additional accounts online, I contacted Citi via phone to request debit cards for those two new accounts, and was advised by the representative on the phone that he linked my two new accounts to my current atm card, so I had three accounts and one debit card. 
Today I went to the at XXXX, CA branch to request separate cards for my accounts, and spoke to a teller named XXXX XXXX, who told me that I needed to call the 800 number on the back of the card to request my debit cards. Since I got the card for my first account at the same branch, I knew she could give me the cards there, but since I had to leave to work within one hour, I decided to call instead, since XXXX refused to give the the cards at the branch. 
I then made an atm cash deposit in the amount of {$60.00} and had the choice of depositing on one of the  three accounts liked to my debit card. 
A few minutes later I contacted the 800 number to request the atm cards for my two new additional checking accounts and was told by the first representative that I only had one additional account. I was then transferred from representative to representative several times until I reached a representative named XXXX XXXX. I asked to speak to a manager but every single representative refused to transfer me to a manager, and Mr. XXXX assured me that he would be able to assist me. By the end of our phone conversation, Mr. XXXX told me that he had a debit card on the way and although there was a {$6.00} fee for rush mailing, he was going to waive that fee and rush the card for my new account. A few minutes later when I tried to access my accounts through the app, I kept receiving an error message, so I contacted Citi again and was told that there was no accounts under my name or social security number and the last four digits of my atm card were invalid. I then spoke with another number of representatives and decided to go back to the branch to withdrawal my available funds, since they were advising me that I didn't have any account with Citi. I went to the same teller and she said she remembered me going to the branch earlier to request atm cards for my new accounts and told me, sorry I was busy when you came earlier. I remembered then that when I went to that branch at XXXX, I was the only customer at the branch and XXXX XXXX was just  sitting there. She processed my withdrawal and asked twice me to return to the branch to resolve the issue of not being able to access my account online and I told her that I wasn't able to return to the branch, so I just wanted to withdraw my available funds. 
Later on I contacted Citi again to sort out all the mess that happened to my account between XXXX XXXX at the branch refusing to providing me with the atm cards for my new accounts and the phone representative who ordered a new card as a replacement to my current card instead of new crads for the new accounts only, and shutting off my online access to my accounts, and was advised by a representative named XXXX that indeed the phone representative sent me a replacement card, instead new cards to my new accounts.

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