Consumer complaint received 2018-06-05
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Citi bank sent me a promotion to open an account and receive XXXX flight points. 

On or around XX/XX/XXXX I opened the account online with their promotional code provided. They completed an electronic withdrawal from my XXXX business account on XX/XX/XXXX. I received a call on or around XX/XX/XXXX that a copy of my ID needed to be provided. I went and provided it and the banker stated my card would come in the mail. 

I never received a call or my card, but on XX/XX/XXXX I received and email there was a problem with my account. I visited the branch on XX/XX/XXXX to deposit the funds per email via check and was informed my account was closed by the fraud department and I would need to open a new account. 

I called XXXX customer services and filed a complaint that my account was closed with out my knowledge. The funds previously wired were returned to my business account. 

I reopened the account at the bank branch on XX/XX/31 and deposited a check for XXXX. The check cleared XXXX on XX/XX/31. I went to use my debit card on XXXX, XXXX and XXXX and my transactions were declined. I called XXXX on XXXX, the rep stated another fraud hold was placed on my account and I would have to call back Monday XXXX to speak with that department. 

I called back XXXX and was given the run around. The XXXX rep told me XXXX called XXXX and was told the XXXX account didbt have the funds to to cover the check. When I explained to the rep it was my account and the check had cleared, she stated that we would need to call XXXX on 3 way. There was a long hold and when she came back she stated I would need to enter my account number. Then when I told her I didbt have it that we would need to connect to a XXXX rep she stated I would need to call back with the account number. I explained to her that did not make sense Bc she just told me they called XXXX and was told funds were not available. I requested a supervisor and she placed me on hold for XXXX minutes, then rerouted me to regular customer service. 

While on hold I called the XXXX number back and was told the fraud department doesnt call banks they verify though an electronic system. 

Once the fraud department was back on line, I requested to speak with a supervisor and XXXX rep ID XXXX refused to transfer me with verifying my account. Once transferred to supervisor XXXX in the fraud department I explained to her that I would like her ID number for my formal complaint she refused. I asked for the previous rep name and ID for my complaint she refused. I asked for her managers info she refused. And stated she would file a complaint on mr behalf. 

When my account was previously closed without notification a complaint was filed, and I have yet to hear a response from XXXX on that complaint. 

All of the reps have given me inconsistent information on the status of my funds and have not been willing or able to resolve this issues timely. 

The fraud department at XXXX is incompetent to say the least. XXXX sent me a promotion, I have XXXX XXXX cards. Im an established customer with could be easily verified within their own internal systems. The closure of accounts ands holding of funds is negligent. 

The promotion I opted in for requires debit purchase and bill payment set ups. I have been unable to sastify these requirements Bc they froze my funds and held my accounts so Im unable to set up bill payments. 

XXXX needs to release my funds immediately and waive the bill payment and debit purchase due to their errors. I opened the account with specific purchase and bill payments and now due to their errors I have had to pay these these bills with other funds and make these purchase with other funds.

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 non-monetary relief