Consumer complaint received 2022-06-20
Company: CITIBANK, N.A.
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
1. On XX/XX/XXXX I opened a checking account with Citibank under a promotion ( XXXX ). The terms of the {$700.00} promo were : ( 1 ) account was to be open between XX/XX/XXXX and XX/XX/XXXX, ( 2 ) by the 20th day after the account was open, deposit $ XXXX, ( 3 ) keep the $ XXXX in the account for 60 days from the 20th day, and ( 4 ) within 90 days after the 60th day requirement, the bonus of {$700.00} would be paid. 

After the $ XXXX was in the account for 60 days from the 20th day, there was NO minimum balance requirement, but the account was to remain open until the {$700.00} bonus was paid. Then I could close the account. 

As long as a depositor had not owned a Citibank checking account in the last 180 days, at least XXXX XXXX XXXX, the promo was valid. I met the above requirements to open and receive the {$700.00} promo. 

2. On XX/XX/XXXX I opened a Citibank checking account. 
On XXXX XXXX ( 14 days after a/c opened ), I deposited $ XXXX The $ XXXX must stay in the account until XX/XX/XXXX per the promo requirements After XX/XX/XXXX the account just needs to stay open even if just {$1.00} in it ( no minimum requirement ) No later than XX/XX/XXXX, the {$700.00} bonus would be paid into the open checking account Once the bonus was paid into the account, I could close the account. 

3. During the week of XX/XX/XXXX, I went online to check on my account and the website stated my account access was blocked. I received no prior email or any communication from Citibank telling me this was happening. I have no idea why my account would be blocked. The Citibank website said, for security reasons, we can not allow you to proceed. If you require assistance, please contact Citibank online customer service at XXXX and mention error code XXXX. 

4. I called Citibank immediately. Numerous call attempts to customer service yielded no answers, there were 3 hang ups on me after telling me that my account was being closed but they stated they couldn't discuss my account, and one supervisor from Texas, named XXXX, told me my account was being closed but he couldn't tell me why. I requested my account not be closed because I was under a promo that would enable me to get a {$700.00} bonus, but my a/c had to stay open until XX/XX/XXXX. If they closed the account for unknown and unexplained reasons before XX/XX/XXXX, I would lose my bonus. The Texas rep said that the a/c was submitted for closure around XX/XX/XXXX, that he couldn't tell me why, but that I should have received or will be receiving a letter explaining why. I also was told a check would be mailed to me but nobody knows when. 
Therefore, Citibank is using my money while I don't have access. 

5. On XX/XX/XXXX I received a letter dated XX/XX/XXXX from the Citibank Fraud Prevention Department. It did not state the reason why they were terminating my account except to say we periodically review customer accounts to assess the suitability of their banking relationship with Citibank. Pursuant to a recent review, it has been determined that we can no longer service your account. It went on to say they were taking steps to terminate the account, that I could not access my account, and it would be closed within 60 days of the letter ( dated XX/XX/XXXX ). ( Note 60 days would be XX/XX/XXXX ). ( Also, note that Citibank took the entire 60 days to send me a check thru XXXX marked extremely urgent ). 

6. The XX/XX/XXXX letter to me did not explain why they were going to close my account, which I did not authorize them to do. I called numerous times to try and get an explanation but they said they could not provide me any additional information and that the Citibank Fraud Prevention Department could not be reached for any information regarding their letter. I felt betrayed, confused, taken advantage of. It felt like a bait and switch tactic by Citibank. I went online and Googled if others have had this happen to them and discovered that many people had similar bad experiences with Citibank. 

7. On Saturday XX/XX/XXXX, XXXX left a Citibank envelope on my porch, since I was not home. In the afternoon when I got home I saw the envelope, and in it was a check for my original $ XXXX plus the {$700.00} bonus due, for a total of {$50000.00}. Since my bank was closed when I saw the envelope, and Monday XX/XX/XXXX was XXXX XXXX, I deposited the check on XX/XX/XXXX. 

8. Everything about what Citibank did was unfair, customer unfriendly, deceitful, corrupt, and any other word one chooses to describe all this. The worst part is that Citibank did not have the decency to communicate to me that there was any issue with my account so I could correct any deficiency prior to them forcing my account closure. Citibank closed my valid account on me, without my permission. 

9. If Citibank had not blocked me from accessing my account, on XX/XX/XXXX, the date the $ XXXX needed to stay in the account, I was fully entitled to take all my funds out of the account except for {$1.00}, and invest it into a 1 year t-bill earning 2 %. Because Citibank did block my account from me accessing it, I was unable to utilize my funds, but Citibank was using my money for their own bank lending. 

10. The Massachusetts Consumer Protection law, Massachusetts General Laws Chapter 93A states that unfair or deceptive practices by a business are illegal. I feel that what Citibank did was in my honest opinion, dishonest and corrupt, and should be punished for doing this type of abusive and unfair banking behavior. I feel that Citibank willfully and knowingly violated Chapter 93A. Therefore, I am requesting treble damages as additional compensatory damages for this abuse of my money by Citibank doing business in Massachusetts. 

11. Due to Citibanks actions, they denied me the use of my money from XX/XX/XXXX until XX/XX/XXXX, the date I was able to deposit the check, for a total of 45 days. I am requesting Citibank send me a check immediately for the interest income I would have earned on {$49000.00} TIMES treble damages. I would have invested in a 1 year t-bill at 2 %. 

14. To make matters more insulting, in the past month, I have gotten almost a half dozen requests by Citibank Marketing asking me to rate them on how well they have done. Wow!!! I really dont think they want to know what I would like to say. Also the letter sent with the check stated exemplary customer service is our priority at Citibank. We look forward to assisting you in the future. Again, wow!!! 

I have all documentation proving the above and would provide it upon request. Please feel free to request me to scan and send it as an attachment if necessary. 

Citibank Headquarters tel # XXXX, ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX of Citigroup Citi Headquarters XXXX XXXX XXXX, XX/XX/XXXX, NY XXXX

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 monetary relief