Consumer complaint received 2022-08-01
Company: CITIBANK, N.A.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
I am a customer of Citibank, I have a checking account with them. I opened my checking account with Citibank on XX/XX/XXXX, when I opened my account it was a " College Student Account '' and it did not have a {$10000.00} minimum balance requirement. 

On XX/XX/XXXX I was charged {$25.00} " monthly service fee '' for not having a minimum balance of {$10000.00} in my checking account. I was not aware that my checking account had a minimum balance requirement of {$10000.00}. I reached out to Citibank support and they told me that my checking account had a {$10000.00} minimum balance requirement and it was part of the " Citibank Account ( CBA ) Package ''. I asked them about when my account was changed to " Citibank Account ( CBA ) Package '' with a {$10000.00} minimum balance requirement and told them I never agreed to any such terms while opening the account or any other time after that, but they did not provide a clear answer even after I insisted. However, they agreed to waive the fee and refund it. I also asked the customer service representative to change my checking account to a " Basic Banking Package '' which I was told has a {$1500.00} minimum balance requirement. I was told that my checking account was changed to " Basic Banking Package '' and that it had a {$1500.00} minimum balance requirement. 

On XX/XX/XXXX I was charged {$25.00} for " monthly service fee '' again. I reached out to support and asked why, they told though my checking account was " Basic Banking Package '' but I will be charged {$25.00} for not maintaining {$10000.00} minimum balance for the current month and I will not be charged from the next month onward. They also refused to waive the {$25.00} charge and refund it as they had done in the previous month. I insisted and asked again when my account was converted to the " Citibank Account ( CBA ) Package '' with a {$10000.00} minimum balance requirement because I never agreed to those terms and I was told my checking account was a " Citibank Account ( CBA ) Package '' since I opened it in XX/XX/XXXX and it always had a {$10000.00} minimum balance requirement. This is totally untrue, I have the document they provided me when I opened the account in XXXX that shows it was not a " Citibank Account ( CBA ) Package '' ( I didn't attach it here since this document contains personal information ) Citibank upgraded my checking account to " Citibank Account ( CBA ) Package '' without my knowledge and consent, I never agreed to those terms. Citibank did not provide me any notice about the change in my checking account or provide me information about the {$10000.00} minimum balance requirement and a monthly service fee. Had I known this, I would not have agreed to these terms. On top of that, when I reached out they waived the monthly service charge the first time and assured me that my account was changed to " Basic Banking Package '' no longer had a {$10000.00} minimum balance requirement only to charge me the monthly service charge the subsequent month again. 

Had I been informed of the changes to my checking account or that though my account was changed to a basic package I would still be charged the next month, I would have made changes that would have let me avoid these charges.

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