Consumer complaint received 2020-10-07
Company: CITIBANK, N.A.
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
To WHOM It May Concern : I stay in XXXX  XXXXXX/XX/XXXX. I open an account within citibank company online. Since I open the account everything was going fine. I received my debit card in the mail fund my account and had direct deposit going into this account. I talked to one of the agents and my account get blocks by the fraud department. I called in plenty of times to see why my card was blocked after I was able to use my card. I call in the first time when I was trying to activate my card and one of the reps hung up the phone on me telling me I am not who I say I am ( because I have a deep voice I am XX/XX/XXXX I asked her how she can tell me I am now who I say I am. I am the account holder. She then hung up the phone. I called back spoke to a supervisor the supervisor also hung the phone up. At this point I am lost for words. I called back a guy ( sorry I did not get his name at this point I was mad ) He gave me an  address to send my information to because they needed 2 forms of identification ( which I sent it no problem ). Called back the next day talk to a lady in XX/XX/XXXX( One of the nicest ones I spoke with ) she gave me a fax number to send my identification in and told me to call back after I sent the identification ( which I did ). At this point when I called back I got a couple reps and sups name because I told myself I am going to have to take this to an attorney ( which I did ) also contact the corporate office ( which I am doing now. ) I spoke with  XXXX thru chat he told me to contact the number I also spoke to a XXXX she hung up the phone on me. I spoke to a XXXX she is from the XXXX spoke to a Supervisor by the name of XXXX he says he was from XX/XX/XXXX spoke to a XXXX she is also from the XXXX also spoke with a XXXX she is from the XX/XX/XXXX and also XXXX is from the XXXX. I spoke to a lot of other agents in between but them are the names I happens to write down. Out of all the agents I spoke with the customer service was very rude and not helpful at all. ( expect the lady in XX/XX/XXXX, XXXX, and XXXX they were nice ). My account is blocked every time I talked to someone something ends up happing to my account the first time, I talked to an agent my account is block because they dont think I am the account holder. Yesterday XXXX/XXXX/20 when I talked to XXXX, XXXX, and XXXX my mobile app is blocked. No one will unblock my account. I keep telling the agents I have no branch in my area. Talked to XXXX and he told me to make a trip to XX/XX/XXXX to go to a branch. I asked him on who funds. I work 3 jobs and I go to school so I can not just up and leave like that. At this point I AM HOT! My funds are in this account I do not have access to get into this account and I feel like whoever block my account can unblock my account because it was block for no reason. So at this point I have contacted an attorney, I contacted  the citibank ethics hotline, I contacted the XXXX, I contacted my local news station, and I also contacted the XXXX XXXX XXXX   XXXX XXXX because I feel like I am being denied assess to my account because I have a man voice and it dont match the name to my debit card. I am also reaching out to you all. At this point this is the worst customer service I ever experienced in my life. This bank is the worst I ever had to deal with. If they make it that different to people showing there identification and they can not take it into a local branch ( because they dont have a local branch in there state ) maybe they should not let people established accounts in areas that do not have a local branch. My money is in this account and can not touch it so yes, I am HOT. 

Also even with the letter that they sent me to my mobile app states all I have to call in to get this situation. the letter do not say nothing about me having to go to a local branch

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