Consumer complaint received 2022-09-08
Company: CITIBANK, N.A.
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
In mid XXXX, I traveled across the country to see a friend. Shortly after I arrived, I tried to use my Citibank debit card at a cafe. It was immediately declined. As soon as that happened, I realized that the bank must suspect fraud, because I live on the opposite coast and had never taken my card on a trip before. I expected I would receive a text message or call alerting me to potential fraud. 

Instead, on XX/XX/XXXX, I received an email from Citibank informing me that my account would close automatically within 60 days because I had violated the terms of the account. I was immediately locked out of my debit card and all other functions related to my account. I called the phone number provided on the Citibank email immediately and I gave the person on the other end all of the information requested, including my cell phone number, my SSN, and my debit card number. The Citibank agent told me I had not provided her with a verified phone number. This made no sense, since I was calling from my cell phone, which was the number I provided to set up the account in the first place. 

I tried calling multiple times, but could not get an explanation for why they couldnt verify my phone number. The agent hung up on me more than once. 

I determined that I wasnt going to be able to do anything about this while I was away from home. Fortunately, I was staying with friends and the fact that I couldnt access my funds was inconvenient but not disastrous. As soon as I returned from this trip I went on vacation with my family until the end of XXXX. 

Once I was back home, I called my local Citibank branch. The teller at the branch told me they couldnt do anything there, and gave me a phone number to call. This connected me to the same fraud prevention department I had spoken to from my trip in mid XXXX, and they ran me through the same verification process. It was the same agent I had been talking to on my previous calls. She continued to ask me for another phone number but didnt explain what the problem was. I couldnt tell whether she wanted a specific phone number ( perhaps a backup number I had provided when I opened the account ), or something else. Ultimately, she texted a code to my mothers cell phone number, I read it back to the agent, but she still would not verify me. 

The next day ( I think this was Thursday, XXXX ) I went to my local branch. There was only one teller on duty. The teller was able to verify that my cell phone number was correctly listed on my account, but was unable to help me further. I then went to another nearby branch. The representative there made an appointment to see me the following day. 

The next day, I went back to that branch and the representative called the XXXX department and went through the same information I had been providing all along phone, SSN, account number, debit card number. I also had my drivers license with me, and the paperwork I received when I originally opened the account. The representative then asked me how I opened the account whether it was with cash, check, etc. I didnt remember. The branch representative said the account would be under review and that I could call the XXXX XXXX department in 48 hours to get a final determination. 

On XX/XX/XXXX, I called the Citibank XXXX XXXX department to find out whether my account had been unblocked. Again it was the same customer service representative. She told me the account was being closed. I was still unable to get an explanation for why I could not get access to my funds. I immediately went back to my local branch with my identification and account documents. 

The representative at the branch again called the XXXX XXXX department. I couldnt hear the conversation, but the bottom line was that there was nothing the branch representative could do to unblock the account. The branch representative said that the fraud prevention agent on the phone told him that the fraud department had been unable to match my cell phone number when I called initially. I have since learned that this is a common issue, which may be because my cell phone is part of a family plan for which one of my parents is the account holder. The branch representative told me my account would be closed within 45 days of XX/XX/XXXX ( the date the closure decision had been made final ). Meanwhile, I do not have access to approximately {$12000.00} I have in savings and checking with Citibank. I am unable to confirm the exact amount because I am locked out.

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