Consumer complaint received 2017-07-28
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
XXXX XXXX, 2017 approximately XXXX XXXX I entered Citibank on XXXX XXXX XXXX XXXX NY XXXX. I came in the bank to close the account and open another account in which I have power of attorney. The account was blocked by the fraud department because someone had access to the account and routing number ( fake check was made ). I spoke with XXXX XXXX XXXX and he immediately went to get his branch manager XXXX XXXX. They informed me that they have to go to the back to call the fraud department. They need to call the bank that issued the POA and they need to get in contact with the bank that originally opened the account 12 years ago. After waiting for 2.0 hours ( they never came back to check to me ) I decided to call customer service. I called customer service and spoke with a supervisor. The supervisor said the Fraud department released the account over to the Bank Manager and that they should be closing and opening me a new account. While I ha the supervisor on the phone I went to look for XXXX and XXXX because the customer service representative wanted to speak to them. XXXX stated we are not allowed to speak on your cell phone the customer service representative must call the branch. While waiting on the phone ... the customer service supervisor called the branch. They were on the phone for quite some time. She came back to and asked can she call me back because the branch manager wants to speak to the fraud department to see if the account was released to the branch manager. XXXX XXXX I received a call from XXXX. She explained to me that the fraud department confirmed with the branch manager that the account was released to the branch. The customer service supervisor stated that the branch manager at the bank is suppose to close the account and open a new one ... .she was confused on why the branch manager was giving me a hard time. The customer service supervisor stated the branch manager was checking on the guidelines to open and close the account. She said the account was good to go to close and open new one. After waiting another hour  I looked for XXXX XXXX ( XXXX also told customer service she was not the branch manager ) ... ..when I found her she said she was still on hold for the fraud department. Meanwhile customer service stated that they spoke with her already. I explained that to XXXX XXXX she stated customer service is external and for the customers. She said that 's not internal so she have to speak with someone internally. I explained that I been waiting 3.5 hours will anyone help me. XXXX XXXX explained theres nothing we can do for you until the fraud department lift the block. The most they can do for me is open a new account. But before opening the new account ... they had to get the original Power of Attorney from the XXXX XXXX location ... ..I just left with nothing resolved. I felt discriminated against. I felt that they did everything in their power to ignore me. They went to the back office and never came back. I had to go seek for them.

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