Consumer complaint received 2024-05-15
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A. (LA)

Hello on XX/XX/XXXX I updated account info with citi bank which caused a fraud alert. I was attempting to setup XXXX so I updated my email address to an email adres that is not currently tied to XXXX. At the end of the transaction it asked for my pin. Since I don't remember receiving a pin I setup one. Ok fraud alert. Email received says to contact fraud dept : Please contact us immediately so we may provide you with the required steps for you to regain access to both Citibank Online and Citi Mobile. Fraud Prevention Representatives are available to assist you, 24 hours a day, 7 days a week. 
Called on hold for 30 mins each time which was Sunday. Never received an answer. Spoke w a specialist Monday who asked several security questions including verifying my credit card ccv number answered all and verified the verification code sent via email but was told to wait by phone and keep phone line open for someone to contact me. At this point I'm confused because I have answered each question. I waited 48 hrs. I called again several times Wednesday morning starting at XXXX XXXX Calls never answered but notice the email sayings assistance 24 hrs 7 days a week. Finally spoke w a rep at XXXXXXXX XXXX  Once again I answered each verification question she asked. I was not able to verify the exact date I opened the account bcz I don't have online access due to the fraud alert. I voluntarily advised I setup this account to take advantage of the {$200.00} incentive if you keep account open for 90 days and deposit atleast {$1500.00}. I advised citi bank isn't in my area and this will be strictly online transactions. All security questions answered rep says you can now access your account. I thanked her and stated I wanted to file a complaint on previous rep bcz same questions was asked and answered to no avail. There is a language barrier but The rep started to say she can't because we have to wait so I politely just hung up. I'm in the process of transferring money to myself via XXXX and receive an email saying another fraud alert. I log off log back in no access. I call back I get an rep that's from America who doesn't ask any questions but says she is reaching out to previous rep bcz there are alot of notes. She placed me on hold stating she is getting her system ready for the verification process however when she returns she stated she is unable to assist because of the fraud alert. I said the account was unblocked she stated the previous rep said it was a mistake and they were not able to verify me. After a few choice words I asked for a supervisor. I held forever supervisor offered no help. Would not give name id number location or anything. His response was I understand but I can't help. He offered no assistance. He could not explain how and why my account was unblocked after passing the verification process in error. I advised to close the account he stated there is nothing he can do but send a verification code through the mail. But I've verified the code twice via email. My complaint is no one attempted to correct the issue. I was given the run around of waiting for a call back in a world driven by technology. They do not have a 24 hr system. No apology. I feel I was mishandled bcz I became angry. The calls are recorded. Here are the call times. XX/XX/XXXX Once the account is available I will be closing it. I have never filed a complaint but I am livid and did nothing wrong. I've never had this issue with the XXXX other banks I deal with. They were unprofessional and were looking out for each other customer satisfaction was not considered. Phone number XXXX XX/XX/XXXX here are the times ; XXXXXXXX XXXX  38 mins XXXX. On hold 6 minutes XXXXXXXX XXXX 18 mins on hold 3 mins XXXXXXXX XXXX XXXX XXXX on hold 6 mins XXXX XXXX  3 mins on hold XXXX XXXXXXXX XXXX 7 mins on hold. Monday XX/XX/XXXX XXXX 17 mins. CST time zone. My name is XXXX XXXX. Keep in mind this account has only XXXX as of XX/XX/XXXX I opened the account XXXX XXXX XXXX and a direct deposit is done 2 times a month XXXX $ each. I am Livid w citi bank customer care. The supv finally said his name was XXXX or XXXX from Texas. Please help improve their customer service