Consumer complaint received 2020-02-13
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 have had several ongoing issues with Citibank mainly when it comes to the accuracy of my mobile and online banking inspector the mobile app where the app freezes or because of technical issues with Citibank. I'm not able to view my account accurate balances I have also as well noticed that last weekend I had an extraordinary. Horrible experience where my account was frozen over {$4.00} XXXX ride that they sent me an email alert that I did not confirm I guess in time. I was very frustrated because I got an email alert for it, but City allows me to use my car all day long towards the evening. I noticed My account was locked. I was able to use my card through most of Saturday with no problem. And once I start to notice that my mobile banking was acting funny I called in and they had locked my card from use. And when I went to speak with the fraud department, they were very rude barely spoke English with several Representatives when I ask to speak to a supervisor, they refused me several times. They were telling me the supervisors would tell me the same thing that they were going to tell me being very disrespectful variant agonizing. Furthermore I gave them all of my possible security answers and phrases and they kept telling me that it was invalid. What I later found out because I have to wait until I went to the bank is that I did indeed give him one of my correct answers. I would also like to add. That I did log into my online banking and reset my password. I updated my phone number and several times when I spoke to different supervisors. I was told that they couldn't verify my phone number on the phone with me that I would have to know what number was on file which is very conflicted because I had previously spoken to several agents who had verified mine. Each time I called in. Each person would have the same attitude as if they flagged my account. And we're just completely incompetent. What ticks me off was that once I got to the bank what I found out was that I have two different verifications. I have a verification for my account. And then I have a separate verification password for my mobile banking. None of the agents ever clarify what? Passphrase verify what account whether it was my main account or my mobile banking with has two different sets of questions. Regardless of the matter I still called in with the correct passphrase for my account. I verify this on Monday when I went into a branch. So the last two supervisors and ages I spoke with completely lied to me and I want to call reviewed when I told them the correct passphrase and they told me it was incorrect and that I would have to come into a Brandt unacceptable. I have no access to know how much money I had in my account even to present day. They still have technical issues with the app and online banking XXXX. A lot of times I have no idea what's in my account. Because I'm not able to view anything to access my account. So now the account is overdrawn. XXXX XXXX XXXX and continuous limited activity. I don't see how it's legal or fair for bank and sit here and charge me fees or anything else when they have purposely I feel limited to access to my account so that I have no idea what's in my account. And when I call in for help, I get people the argumentative that are sitting up here and acting fraudulent themselves when I'm getting them the correct password for my account and they're telling me it's not and I have to Go into a branch. And knowing that I'm giving them the correct verbal password and they're lying and telling me it's not I spent hours on the phone with these people that was last weekend even still I'm having ongoing issues. Please notice the screenshots of the error messages I get in regards to Citibank.

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 monetary relief