Consumer complaint received 2019-09-07
Company: CITIBANK, N.A.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
In early XXXX, I converted a Citibank personal bank account to an account in the name of my living trust. I supplied various documents to Citibank at that time. Everything was working fine until early XXXX, when I received a letter via XXXX XXXX stating that my account would be frozen unless I provided unspecified missing information. I telephoned XXXX XXXX, my relationship manager at my local Citibank branch. XXXX told me that it was a bureaucratic error, he had all the information, I didn't need to come in, and he would take care of the problem. 

I thought the problem was resolved until a similar letter arrived via XXXX XXXX in late XX/XX/XXXX, saying that my account would be frozen on XX/XX/XXXX if the unspecified information was not provided. The letter had a reference number of XXXX. I called XXXX 3 times ( XXXX was listed as the contact person on the letter ). Each time I heard an automated message that I would have to contact the person via another method, after which the phone call forwarded to a central switchboard. No one answered at the central switchboard, and then the call disconnected. I wasn't given the opportunity to talk to anyone, or leave a message. I sent an email to XXXX at the email address listed on the letter, and the email came back as undeliverable. 

On XX/XX/XXXX, I called the toll free number for Citibank. The customer service representative said that she could not tell me what information was missing, and that only XXXX could help me resolve the problem. I said that XXXX wasn't answering his phone, so she said she would send an email to XXXX and the branch manager. 

Having heard no reply from XXXX or the branch manager, I visited my local branch on XX/XX/XXXX. I asked for the branch manager, and was told he was on vacation for a month. I was also told that XXXX had transferred to another job at Citibank. XXXX, the man in charge at the branch that day, said he would try to help. He spent a lot of time before he could find someone to tell him what information was missing. I was told that 2 forms were needed, as well as a copy of the trust document. All of this information was provided in XXXX, but apparently was never filed properly. XXXX and I filled out the forms. I told XXXX that the trust document was originally provided, but I obviously didn't carry it with me that day. He said he would look for the trust document. I told him to contact me if he needed another copy, and I would bring it in. I never heard back from XXXX, and assumed that the problem was resolved. 

On XX/XX/XXXX, I went to my Citibank ATM, and saw a message that I should call a toll free number if I wanted information on my account. When I returned home and called the toll free number, I found that my account had been frozen, even though I had never received any notification that Citibank had actually frozen the account. I also found that several recent checks and automated payments ( such as my electric bill ) had been rejected by the bank even though there was more than enough funds in the account. 

I returned to the local Citibank branch that afternoon ( XX/XX/XXXX ), where the manager XXXX XXXX spent nearly an hour trying to resolve the problem. Knowing that a copy of the trust document might be needed, I provided that to him. XXXX called me back late that afternoon, and told me the account was no longer frozen. I haven't tried to confirm that the account is available now, but I assume that he told me the truth. 

XXXX said that many financial institutions ( including Citibank ) have had trouble implementing the federal rules regarding " Know Your Customer ''. I don't know whether he is telling me the truth about that, but I do know that Citibank did a horrendous job of handling my situation. Thus I feel it necessary to file a formal complaint with the CFPB. I feel it necessary for the CFPB to know about specific institutions that are abusing its customers, and believe that such institutions should be fined for their mistakes. XXXX has promised that Citibank would reimburse me for any late fees or NSF fees due to my frozen account, but this experience has also cost me a lot in regarding the time and effort necessary to rectify Citibank 's mistakes. I have also lost a lot of sleep and incurred a lot of stress due to this experience. I believe that the CFPB should establish standard rules requiring financial institutions to pay " victim compensation '' to those customers which they abuse.

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