Consumer complaint received 2017-08-15
Company: CITIBANK, N.A.
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
My card was opened XX/XX/XXXX. It took about 2 weeks to verify all my information. So on XX/XX/XXXX I initiated a dispute regarding a merchant. I did n't know that Citi gives provisional credit pending a dispute. I do n't carry a balance on my card so I accidentally over paid. I currently have a credit of {$3400.00} on my secured credit card account. On XX/XX/XXXX I was told that my funds with be released and available for use because I have n't had available credit for some strange reason. So I spoke to a Citi representative on the evening of XXXX after I spoke with her for 5-10 min about if I needed to send in supporting documents regarding my dispute she then say she needs my phone number I gave her my cell phone number the only number on my account. She says she ca n't verify who I am. I ask well how when none of my personal information has changed. Then she said my account is in review as I 'm already aware. I responded no I was n't aware. She could n't explain to me why it was in review and state she couldnt give me anymore information regarding my account because she ca n't validate my information. I was confused because a previous representative verified who I was before I was transferred to her. So I advised I no longer wanted to do business with Citi card and I 'm requesting my card to be closed. She then hung up on me. So I called the morning of XXXX around XXXX. I spoke to XXXX in the fraud XXXX XXXX department I asked him why was my account in this department? He asked did I loose my card or something I said no my account has been open for a few weeks. I told him I was calling to close my account. He put me on hold and then tells me my account ca n't be closed. I asked why? He said when the review is complete then I can request to close it. I asked why all of a sudden when I want to close my card you put my card in a status that Citi claims it 's not allowed? So the XXXX the customer service representative asked had I received a letter from Citi. I said no I have n't. He said well I should of received a letter regarding the review. I said I just spoke with customer Friday XXXX and my account was in no type of fraudulent status but seems when you all were supposed to refund me my overpayments my account is now in review. Then the representative said my letter was mailed yesterday XXXX so I asked him how would I receive a letter that has n't even been in transit with the post post office 24/hrs. So I asked to speak to a supervisor. XXXX refused he said he needed my phone number. I told him my phone number is on my account it 's the same number I been calling from. I just gave the Citi customer representative XXXX the same number. So after about 10 min argument I gave him my phone number then he asks for it again. I explained to him I just gave it to you. I had to ask him 10 times to speak to a supervisor because I was in the process of making complaints. And I told him a customer should n't have to ask more than once to speak to a supervisor. Finally I was put on hold. Then after 3min the customer service representative XXXX said the supervisor was on another call and that he could call me back and he asked for my phone number. I told him I would continue to wait. So 5 min later XXXX conferenced me in to a Citi fraud XXXX XXXX supervisor names XXXX. I explained to him about the difficulties with the previous representative and that I was requesting to close my account. He put me on hold then stated he was advised my account ca n't be closed. So I asked who advised you do I need to speak with another department or send you something in writing. He said I need to send a copy of my social security card. I asked why? He said when people request there cards to be closed they have to have a copy of there social security card. I told him that makes absolutely no sense. I told the supervisor XXXX I had a right to no longer do business with Citi. No different if they had no longer wanted to do business with me. Citi is refusing to close my account and refund my deposit. This is a secured credit card.

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