Consumer complaint received 2023-01-25
Company: CITIBANK, N.A.
State: TX
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I contracted to purchase a new car on XX/XX/XXXX with a dealer. I got on the Citibank mobile app to transfer money from my savings account with them to my checking account at another bank. The system online kept asking me for a Debit card number and a PIN which I didn't have for my savings account. It was all done online. So I called Customer Service. I was locked out online. I called to reset the password and again was asked for the account number, debit card number and PIN although I could give them all other security information they needed to identify myself. I was hung up on twice. I was transferred between groups and until I could provide a debit card number and PIN they couldn't help me. After 4 calls and getting bounced around, I hung up and tried again that evening. Same thing. at some point on Saturday, I got reinstated online but couldn't see the account at all. I called again. and same drill. I need the account number. I tried to explain that I couldn't give that because I had no visibility online to the account. On Sunday XX/XX/XXXX I tried again and they finally got the savings account linked to the credit card account so I could see it online. They insisted I order a debit card ( remember this is a savings account ) and pay for them to overnight it. I ordered it for overnight delivery. I received the card on Monday. No PIN with the card. No way to set up the PIN online. I called customer service again to help set up a PIN. 3 calls it took for them to help set up the PIN. Mind you, each time you call, you repeat the same information for verification and you receive a text message with a code to input. When they transfer you to another group, you repeat this again and again. I finally got a PIN on Monday and guess what? they locked me out online again. I had to call customer service again to unlock the online account. After being bounced around to different groups, my account was unblocked and I tried to transfer $ to my outside checking account. It had an option for Instant Transfer through XXXX. I verified the bank account, routing information, etc. It failed 3 times. I called customer service again. The agent walked me through the process. It allowed me to transfer {$500.00}, then I transferred {$20000.00}. Again, it was supposed to be instant. This was on Monday XX/XX/XXXX. It's XX/XX/XXXX and the money is taken out of my savings account and has not dropped into my XXXX XXXX checking account. It's in pending status. I called again today and they told me it's a 2-3 day process. I asked why because XXXX is instantaneous. She was rude and told me there was nothing she could do. I hung up on her. The agents are not in the US, they are reading from a script. The system is either not transferring the customer information from one group to another and having to repeat the same information to verify who I am is relentless and frustrating. This experience with Citibank banking is horrible. They keep telling me to go to a branch office. There are no branch offices. They are very quick for you to send them money, but not willing to release it when you need it. I feel it's fraudulent in the way they are stalling and creating obstacles to keep the money at Citibank.

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