Consumer complaint received 2015-11-21
Company: CITIBANK, N.A.
State: NJ
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
info : at XXXXXXXXWelcomeA Citi representative will help you in approximately XXXX minutes XXXX seconds. 
info : at XXXXXXXXFor your protection, we 'll never ask you for passwords, PINs, User IDs, security words or any part of your social security number during a chat. Other information may be required to help us verify your identity. This chat may be recorded or monitored for quality purposes. 

You are now chatting with XXXX. 
XXXX : at XXXXXXXXWelcome to Citibank , my name is XXXX . How may I assist you today? 
XXXX : at XXXXXXXXGood morning XXXX . 
XXXX : at XXXXXXXXI hope you are doing well today. 
XXXX : at XXXXXXXXi have called the XXXX , NJ branch 7 times in order to schedule a notary appointmentXXXX : at XXXXXXXXno one answers. you closed all the branches in NJ but for this on on the other side of the state from meXXXX : at XXXXXXXXwhen i call they are busy and route me to the main computerized help serviceXXXX : at XXXXXXXX1/2 of those times you guys call and ca n't get throughXXXX : at XXXXXXXXI 'm sorry to hear this from you. 
XXXX : at XXXXXXXXso my concern is i pay {$25.00} for a checking account per monthXXXX : at XXXXXXXXand no one can help me get a notaryXXXX : at XXXXXXXXI 'll be glad to provide you the direct number of a branch. 
XXXX : at XXXXXXXXi ca n't travbel to citibank in XXXX just the schedule a notary on another dayXXXX : at XXXX can imagine this. 
XXXX : at XXXXXXXXi called that number XXXX times in three days ( and you guys called a XXXX times if you check my files ). 
XXXX : at XXXXXXXXis there a manager i can complain toXXXX : at XXXXXXXXbecause i am on the verge of shutting down my account altogetherXXXX : at XXXXXXXXI can imagine this XXXX. 
XXXX : at XXXXXXXXor maybe you want us to do that based on these issuesXXXX : at XXXXXXXXIn this case you can call our Citiphone team and complaint to a manager. 
XXXX : at XXXXXXXXyes i did that and they were busyXXXX : at XXXXXXXXso now i am chatting with youXXXX : at XXXX, I noticed that there is a state website for notary services. 
XXXX : at XXXXXXXXwhat does that meanXXXX : at XXXXXXXXI can help you with that link. 
XXXX : at XXXXXXXXPlease click on this : State Notary. 
XXXX : at XXXXXXXXthat a free service for my paid account though ... why ca n't you call and make that appintment for me ... i am here waitingXXXX : at XXXXXXXXif that 's the best you can do there is noXXXX : at XXXXXXXXpoint paying you {$25.00} for an account per month and XXXX brnaches in my area and no one picking up the phone at the branchXXXX : at XXXX, I would 've definitely done this if I had access to a phone. We do not a facility to reach out to our Citiphone team being in a chat 's communication center. 
XXXX : at XXXXXXXXthat link says i pay {$35.00} for the state to do it ... will you pay that fee since you are n't giving me what was promised or do i complain to the banking regulator about this? 
XXXX : at XXXXXXXXI can understand this XXXX . 
XXXX : at XXXXXXXXor will complain to cfpb and fdic thenSend

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief