Consumer complaint received 2024-03-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
I have been a credit card customer with Citi since XXXX. Recently, they emailed me XX/XX/XXXX, inviting me to expand that relationship to a checking account. They offered a {$200.00} bonus as incentive, if certain requirements are met. 

On XX/XX/XXXX, I applied for the checking account through the link in the email. They approved the account. I needed to have {$1000.00} of cumulative direct deposits within 90 days. I sent {$500.00} on XXXX, XX/XX/XXXX, and I believe XXXX, via my spouse 's payroll. I say I believe for reasons I will soon describe, as Citi is currently holding us ransom for {$500.00} and the status isn't clear as they intentionally shroud the issue. 

After receiving the first {$1000.00}, I linked the account to XXXX to access the money and withdrew the balance. 

On XX/XX/XXXX, I received a call from someone claiming to be from Citi 's fraud prevention, but they sounded like scammers so I did not take their call seriously. 

Shortly after, I could no longer access my online account, which houses my credit card of 6 years and the new checking account. 

I received a letter from Citi, stating my account is in " restricted '' status, requesting a call. During this time, I used XXXX to retrieve the newest {$500.00} direct deposit. However, apparently the funds were either not received into the account, or they did and are holding the money from me. I say this because XXXX allowed me to send {$500.00}, but I am actually now in negative {$500.00} and my account with them is frozen. 

I do not have a local branch within 3 hours of me. I manage most of my money online, which I believe is reasonable, as I've done so with Citi for the past 6 years. However, I can't access or even see my accounts with Citi online due to their actions. I am more than willing to resolve the issue by phone, but my experience witb that is where things escalated to this complaint. 

I have spent over 4 hours on the phone with Citi today and STILL DON'T HAVE ACCESS TO THE ACCOUNT! 

Numerous different numbers and referrals to the " right '' department. Utilizing the reference number in the letter. Truly ridiculous. They claim my husband needs to be added as a co-signer to the account to remove the block. First, since when is their a rule saying this? Second, they say I have to do it at a branch, again there isn't one within hours of us. 

Instead, I suggested they just close the checking account, restore the online access, and tell me the status of the {$500.00} direct deposit from XX/XX/XXXX. NOPE. 

Add the cosigner or we can't remove the fraud block. 

When did a bank gain the right to hold people 's money ransom to arbitrary requirements. 

What kind of bait and switch invitation is this? They invited me to apply. I used the account the way I want to bank. If that's a problem, let 's close the account. But they won't even allow that. Get a checking account with us so we can waste hours of time and still not help you, then we'll steal {$500.00} of your paycheck. Good marketing and retention.

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 non-monetary relief