Consumer complaint received 2019-12-09
Company: CITIBANK, N.A.
State: CO
Product: Checking or savings account
Sub-product: Savings account
Issue: Opening an account
Sub-issue: Unable to open an account

Complaint:
In the beginning XXXX I attempted to open a Citibank checking and saving account due to their attractive bonus and my need for a new bank to work with. I funded the savings account with {$15000.00} that was required with the intent to place {$25.00} to the checking to meet the requirements. A couple weeks after applying to open the account I never heard from Citi Bank. The savings account was funded but I was unable to transfer money from my savings to checking. I then called and they stated there was a block on my account but that it was a mistake and would be removed. The dates of my calls I can not distinctly remember as I have called over 15 times. Another week went by and I called again and was told there was still the hold but it was no mistake and it was due to the need to verify my identity. This made sense to me but I was a little confused why they never sent me any email or mail correspondence regarding the hold. After several more calls, I finally get an email about filling out their verfication forms. I filled them out the same I recieved them, XX/XX/XXXX. I called the number as the email directed as it stated " Your submission will be reviewed within 3-10 business days. If you have not received a response after 10 business days, please call XXXX option 2 for assistance. ". I have called since then 5-7 times and each times I am able to speak to a manager who tell me there is a block but they are unsure why it is still there. Sometimes they tell me it is because they still need to verify me but can see that my forms are submitted and look good. They then tell me that it is the 'back office ' who must review them and they can not undue the hold. It has been 2 months of this 'back office ' never getting back to any of the emails the supervisors send on my behalf. I reach a dead end with supervisor and anyone on the phone and they will not provide an email or phone number to this 'back office '. They won't tell me why it my identity is not being verified and I have never had any issues in the past. Three weeks ago I ask to close the account since I just want my money back but was told it is this 'same back office ' who processes this request and have never heard any response back about this request. I have attempted to transfer the money out of my accounts via external transfer to the same bank I funded it from which was approved for inter instituional transfers on XX/XX/XXXX but each time it gets rejected with no known reason. The last time this occurred on XX/XX/XXXX, I was told it 'might ' be an automatic trigger from the system since I tried to transfer such a large amount and their fraud system kicked in. They say to try again. It gets rejected again. They don't know why. So right now I feel as though my money is trapped in Citi Bank. I can not fully open the account without signficant holds, I can't close the account because the same people who undue the holds won't respond to fully open my account and they won't let me transfer my money out of the account. There is no physical branch near me for me to speak with someone in person either. Ideally, I would like to simply transfer money back to the account it came from and be done with Citi Bank for good. I would like the bonus offer I qualified for and should get as I met the requirements. Most of all, however, I want my money back in a timely manner since it is over {$15000.00} and I have bills to pay.

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