Consumer complaint received 2022-07-13
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I opened a new account with Citibank on XX/XX/2022. On XXXX XXXX I went into a branch to deposit a payroll check ( XXXX ). On XXXX XXXX I deposit another payroll check ( XXXX  ) in the morning through mobile deposit. Shortly after I was locked out of my account without explanation. Around XXXX I called customer service to get helped into get into my account. I was then notified that my account was flagged for fraud and they need to contact my employer to verify the check. I provide my employer 's information, Citibank called and was able to verify the check. That was the only concern they stated, and reinstated my account but I was still blocked from my account? I had an available balance before I submitted the mobile deposit and I was denied access and my debit card was deactivated. After several hours of trying to get information on my available balance, I was told to call back on the following day, Saturday XXXX XXXX for better assistance. I was very confused on why my available balance was on hold if the check was verified. According the FDIC and the Citibank Branch Manager, checks are held up to 7 business days. And I should have been notified about the hold for verification, which I not. 
On Saturday XXXX XXXX I called and spoke to someone named " XXXX XXXX who stated she was a Fraud Analyst and she gave me information on my account. She stated that my account was reinstated and I was able to go to a branch to withdraw my available balance and obtain a temporary debit card. When I arrived to the branch, I spoke to the Branch Manager by the name of XXXX XXXX. I played her my recording of the call when " XXXX '' was providing me information and stating her name and job title. XXXX then disclosed while looking at my account that I was not speaking to a Fraud Analyst and that her name was not " XXXX ''. In fact she was customer service representative by the name of XXXX. I was upset that I was lied to by a company I was trusting with my finances. I was told my XXXX to return to her branch so she could call the fraud department to get things sorted out. I returned to the branch on the following Monday XXXX XXXX. XXXX help the best she could and promised to follow up the next day. She also submitted I get a new debit card and have it expressed to me, that I should receive it on Tuesday XXXX XXXX. It is XXXX XXXX : XXXX and I have not received a debit card as promised. I am still not able to log into my account to review my account as I no longer trust Citibank. I was denied access because I do not have a debit card. I called customer service to find out when I could obtain a request form to close my account with them. I was told there are no form and Citibank does not email confirmations. All of my funds are in Citibank and I have been locked out for 5 days. I have not been able to purchase medications, food, or any other necessities for 5 days and counting.

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