Consumer complaint received 2022-08-15
Company: CITIBANK, N.A.
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
It's a Citibank account opened in XX/XX/XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX CA XXXX. I have never been registered in the US for tax purposes and don't have a social security number but Citibank in knowing this were very happy to open an account for me. I moved from one side of XXXX to the other, my renewal debit card was sent to my old address almost two years ago I think. I have, without success, tried to cancel standing orders and tried to obtain a new debit card, and have no access to bank statements or online banking. On the XXXX of XXXX, I spent a recorded 80 minutes on the phone with an advisor. I gave her all the relevant information and sent a confirming letter at their request via XXXX, which was meant to confirm my identity and get them to send me a new card to my current address. Getting to XXXX is a very inconvenient journey for me at the age of XXXX. After 11 days of not hearing back, I contacted them and gave them the name of the person who signed the proof of delivery, then told them the address information was exactly as it had been dictated to me. I was told that the address given was on a different floor of their building and I would have to write to them again, which I did. Having to make the awkward journey into town to send the second letter via XXXX. Though we were initially told to only use XXXX, we were now told we can use any service, which we did, and we have a copy of our tracking information. On Friday the XXXX we booked an online XXXX  appointment for Saturday morning at XXXX XXXX  Pacific time. This appointment was confirmed by them, I waited 45 minutes on my XXXX on XXXX and they never joined the meeting. We also have proof of this and will gladly share it. My account now, I believe due to information shared with me by an advisor on the phone, is reduced to less than {$2000.00}. I wanted to use the account and put in some funds from the impending sale of a property, from which I will receive dollars as payment. But without my US account, I have to change from dollars to pesos and then back to dollars also throwing money away. As an elderly person with a lifetime of banking experience, I find the treatment from Citibank and the inconvenience to be unacceptable and they have caused me considerable unrest. Your guidance in this matter will be appreciated. Can you please help? I have tried numerous times and have not been able to make any progress whatsoever. As an XXXX who has for the last few years lived in XXXX, and wanted my simple financial management to be based in a reputable American bank I'm also disarmed by the inflexibility of their phone system which appears designed to be unhelpful. Please confirm receipt of this complaint to which I give my consent and hope that it will be made official. The attachments have been sent with the understanding that they will not be sent to the media.

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