Consumer complaint received 2021-04-06
Company: CITIBANK, N.A.
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Unable to open an account

Complaint:
I applied for, and was approved for a credit card with CitiBank last month. You guys have mailed my card and a welcome kit. In that kit, there was a recommendation to open a checking account. I was in the market for a bank known around the world instead of my local credit union as I typically travel extensively for my work. 

I attempted to open the account online. Upon submitting, my application was rejected without reason. The page asked me to call in. The call was taken by your " Fraud Team ''. According to the representative, you were unable to process my application, without reason. They suggested I call and signup over the phone. I called and spoke to a gentleman and he took my application over the phone and sent me the DocuSign documents to process my account. He asked that I call back in a few days and check the status. Meanwhile, I received my checking account welcome package. 

I called to just to close the loop and was informed that my phone application was rejected because they were unable to verify my information. When I asked what part, they told me my address is a business address. They are partially correct. My address, XXXX XXXX XXXX XXXX  XXXX, XXXX, Georgia, XXXX is a business address. However, it is an RV resort and I am an Annual Resident. Yes, I live at an RV park full-time. This is my address and I receive mail here ALL THE TIME, including mail from my CitiBank credit card. 

Eventually, after being told there was no recourse except to travel 2.5 hours to the nearest bank and apply in person. I refused. Somewhere along the path, they transferred me to XXXX XXXX. I explained to her what was happening. She assured me that I could correct this by uploading the documents she needed to validate the information. I waited for the document to be sent. A few days later, I received the document and attempted to upload the requested information. Except, that I couldn't. XXXX had sent me a document that was still in edit mode. I was able to make changes to the document ( several checkboxes ) in the bottom right of each block on the right-hand side, lower right corner. It would not allow me to upload documents. I have attached that document for your review. 

While reviewing this you will notice the 'code ' that is on the greeting line, as well as throughout the entire document. In example, 'Hi, /st_cust_name/ ' in the greeting, and in the right-hand column on every line '/ST_AP_NAO/ ', '/ST_AP_NAF_PRIMARY/, etc. 

This document was not finalized when it was sent. 

I called and tried to explain to every customer service representative and 'Fraud Investigator ' what I meant. They obviously, do not know the technology. I am unable to upload because it is not finalized. When I called back the next to the last time, XXXX, on your Fraud Prevention Team, said there was nothing I could do, he had no way of finding XXXX XXXX, and he had NO SUPERVISOR. It is awesome that you have the president of the company, or the chairperson of the board taking fraud prevention calls. 

The final person I spoke with was able to locate and speak to XXXX XXXX. Unfortunately, by that time the account had been permanently closed and I had been blocked for attempting to apply again for 30 days. 

This is appalling. I have checked with the XXXX, something I wish I would have done beforehand, as your organization has a score of F. Their website is peppered with people describing your horrific customer service. 

It is sad that a business that used to have such a significant name in the industry has become whatever you want to cause this. 

For the record and for your fraud team, my name is XXXX XXXX. My address is <<removed>>. My phone number is 8<<removed>>0. Although I am bald, I have brown hair and blue eyes. I stand XXXX '' tall and I weigh roughly XXXX pounds. My passport ID number ( which the unfinalized document asked for XXXX ends in <<removed>>. My driver 's license ( also requested XXXX ends in <<removed>>. My blood type is XXXX  I have attached a picture of several pieces of mail ( FROM YOU! ). A piece of mail for my XXXX card. My social security ends in <<removed>>. My health insurance is with XXXX. The last three of my STASH credit card <<removed>>. My current debit account with XXXX XXXX XXXX XXXX ends in the last 3 of <<removed>>. And, the last 3 of my XXXX card is <<removed>>. Now, if I don't reside at that address, then you have to be accusing the United States Postal Service or me in behaving in some type of mail fraud. That said, to clear my name, I will be sending a copy of this email to the Inspector General of the US Postal Service, because as you know, attempting to commit fraud by XXXX Mail is a felony, and I have nothing to hide. I bet they want come for me, as I AM NOT FRAUDULENT!

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