Consumer complaint received 2020-05-08
Company: CITIBANK, N.A.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I went to Citibank to deposit money for my account and they denied me the opportunity to do this. At the bank they told me that there was a note written from their back office. XXXX told me to wait until tomorrow and I would hear from the bank. On XX/XX/2020 when I emailed the personal banker XXXX  on informing him I got a letter from Citibank fraud department. He never responded to me. I also never heard anything back from the bank So I called customer service and asked the agent to transfer me to the fraud team. They informed me the department was closed. The next day I contacted the fraud department at phone number I received in the mail and it was still closed. I was calling during business hours and the fraud department was closed. I thought this was an error so I called customer service again at XXXX. They told me to call back because the department was closed. I called again at XXXX XXXX  and the department was still closed. 
I then called a different number to get to the fraud department. The fraud department informed me that I need to call the identity theft department. The caveat here is I called the number the fraud department gave me to the identity theft department. When I called the identity theft department there was a message that department was permanently closed. I then call the fraud department back and they said thats who I have to talk to. 

I am so frustrated with no being able to reach anyone that I file a complaint with the XXXX  so I can get a hold of someone. I was informed they need to investigate this. At this point I don't believe anything Citibank tells me because any information I have gotten has been wrong or no one has followed up. 

Citibank is a good company I have had great relationships with them with their credit cards. My mother also had Citicard for years and always praised Citibank for their great customer service. I have even had a Citibank account in XXXX. 

What concerns me is that I spent 2 hours of my time going to the bank to open the account. Then I do not receive any mail for 3 weeks saying theirs an issue with my account. Then when I go to address it at the bank or over the phone I have no one to help me resolve this problem. 

I find it very serious and inconvenient that I opened an account and they want to close it without me telling them to. I also find it very serious that if I want to open accounts in the future with Citibank that theyre not going to keep it open. 

What frustrates me even more is I was sent a targeted offer to open a bank account to earn 50,000 miles. I opened it on time and now if they close my account I am not going to be able to get the miles. I was going to use those miles to visit my grandmother in XXXX who is XXXX and can die at any time. This is the second time I was sent an offer and now they want to take it back which is not cool. The first time Citi cards sent me an offer on the platinum card but they should not have so they gave me 10,000 miles. I just want to bank at XXXX like every other customer that uses this bank! I also want to keep my bonus miles opportunity. 

What I also did not get is their was an opportunity to get less miles and deposit less money but the banker did not understand what I was talking about but it says that in the offer. 

I would have informed you that it was identity theft but it was not. I have been a victim of identity them and have attached the police report. Opening this bank account is not identity theft because I opened it myself. 
I also want to say that Citibank pulled my chexsytems. I now have their inquires on my credit reports. I feel that its unfair that they close the account because now I have to have more inquiries on my credit report which affects my credit when applying to other backs. I can be denied credit because of this. If I have to reopen a new account thats more inquiries on my credit report. That is not cool

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