Consumer complaint received 2022-09-21
Company: CITIBANK, N.A.
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I opened a Citi account on XX/XX/2022. Since that time I've been able to login into my account, make deposits and withdrawals without any problems. However, on XXXX XXXX, I attempted to login into the Citi mobile app, and received a notification that my access was blocked. I was attempting to login to the mobile app to try to a deposit a check that I received from the Department of the Treasury, the check was for Rental Assistance which I was approved for and they mailed the check directly to me and I received the check on XX/XX/2022. Once I received the check and deposit I'm suppose to give the landlord a certified check of the full amount of {$19000.00} and provide proof/confirmation that the fund were appropriately used for rent owed. I called on XXXX XXXX and told them my account was restricted, they asked me for my phone number to send a verification code to verify me, when I gave them the number that was on my profile with the bank, they said they can't verify me using that number. I informed that this is the only mobile number I have. They told me they exhausted all options and then hung up on me. The morning of XX/XX/XXXX, I called again, they were able to verify me with a security question and they told me the block was lifted. I went to the bank on XX/XX/XXXX, and the deposit the check, they told me it would be available on XX/XX/XXXX. On XX/XX/XXXX, I went to the bank do process the certified check to give to landlord and was told that the account as blocked again. The called the fraud department for me at the branch, and I was told to 24-48 hours for them to verify me. Once again, they tried the mobile that's on the account and I was told they couldn't use that number. I spoke to XXXX XXXXXXXX, they said I should be receiving a letter 3-5 business with a reference number and once I receive the letter call, and give them the reference number to verify the the account. On XXXX XXXX I received the letter, the directions on the letter said they're sending me this letter to confirm a recent activity on my account and they can only do so by speaking with me directly. They said they have placed my account in a restricted to call the XXXX XXXX with the reference number that's in the letter. I spoke to several of agents, they told me that reference number is not working. I explained to them that's the number that's on the letter. They told me to wait 24-48 hrs or go to the branch to verify me. I went to the branch, they were able to verify me but the fraud prevention said they couldn't lift off the restrictions. I explained to them the check that was on the account was a government check for rental assistance and I need to give the funds to the landlord and submit proof that I've given the funds to landlord right away. They told me to wait another 24-48 hours. On XXXX XXXX, I went to the Citi bank branch, the bank manager spoke to them, told them she verified all my information but then they told me they are in the process of closing the account and any fund that's on the account will be mailed to me within 30-60 days. I told them I'm suppose to give the check to landlord right away because I get in trouble with IRS and face possible fraud charges if I don't submit proof that the landlord received the fund immediately. I told them that I was at the branch, if they want to close the account I should be able to withdraw the funds or they can overnight the check back to me. They told me I have to wait 30-60 days to get the funds. I told them I will be facing eviction or possible jail time if I wait that long but they didn't show me any compassion. I spoke to about 10 agents and they all told me something different and now finally without any warning they closed the account.

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