Consumer complaint received 2023-10-12
Company: CITIBANK, N.A.
State: WA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
CITIBank Fraud prevention locked my chequing & savings accounts in XXXX and I've faced substantial difficulty accessing them and my money over the last 5 months. I've repeatedly spoke with agents over the phone to resolve this without success. They're unable to verify my identity with their 3rd party phone verification because my phone number is not on public record under my name supposedly. Instead they sent a letter with a reference number to my home address and when I called in with it, I was informed my account would be closed and I was hung up on. Since then I called in several times and they keep claiming to send letters to my home but I've not received any others. I verified with USPS that there was no missing mail. I'm so fed up and helpless to this situation. 

On XXXX I filed a complaint with Citi Executive response Unit ; case # XXXX. I'm still waiting for their response. I have {$2500.00} frozen with them. 

I also submitted a complaint with Office of the Comptroller of the Currency website ( https : //www.occ.treas.gov ). 

Notes I've taken from conversations with rough dates : XXXX XXXX - Locked out of my account because of suspected fraud - Called Citi bank fraud prevention, Agent : Megs - Last numbers of Employee ID XXXX - Told my phone number could not be used to authenticate my identity because it didn't contain my name and was not part of the public record. 
- Alternative was to send a letter to my home to verify my identity. 

XX/XX/ - Called XXXX Talking to Rep : XXXX - Transferred to XXXX security department Employee ID XXXX - Could not authenticate my phone number with their 3rd party system to verify my identity ; Sent me a reference number by mail. 
- Filed a complaint on my behalf, supposedly ; Never heard back about complaint. 

XXXX  - Called XXXX ; 4 times 4 different Representatives Call # XXXX with Rep : XXXX - Called in with reference letter received ; reference number in letter ( REF # XXXX ) - Informed my account would be closed and I would receive a letter informing me of why it would be closed within 90 days - Said she would be terminating call and hung up on me abruptly. 
Call # XXXX with Rep : XXXX - Confirmed with me the amounts within each of my accounts and that my account would be closed and provided my account balances Call # XXXX with Rep : XXXX - Confimed my account was locked and would be closed. 

XXXX  - Called again and was told I would have to waiting for letter with reference number to arrive and my account wasn't going to be closed. I just need to verify my identity. 

XXXX  Called XXXX and spoke with Agent : XXXX to get my money back - Filed another complaint ; Informed I will receive letter in 5-7 days to verify my account - Never received letter XXXX  - Called at XXXX 24min duration : XXXX and spoke with Agent : XXXX - Transferred to another department ; Fraud Department and Risk prevention Agent : XXXX Employee Number : XXXX - I informed them I never received a letter. Informed me they would have to send another as my phone number could not be used to authenticate my identity XX/XX/2023 - Called at XXXX 20min duration : XXXX option 7 - Automated menu redirected me to consumer fraud department Agent : XXXX Employee Number : Refused to give employee number, claimed not allowed - Cant help me, transferred to another department ; Fraud department XXXX Employee Number : Refused sharing employee number- I repeatedly asked for supervisor because its been months of not receiving a verification letter - Agreed to forward me to supervisor - Held for several minutes before being informed that no supervisor was available. 
- Took my number down and I was told I would receive a call back within the hour- No Call back received ever. 

XXXX XXXX Called XXXX ; Citi Executive response Unit Spoke with XXXX and was given Case ID

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