Consumer complaint received 2024-11-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
On XX/XX/XXXX and went to the Citibank atm at the XXXX XXXX XXXX branch and tried to deposit {$800.00} so I could pay a portion to my cc and a portion to my checking account. I put my card in and hit Deposit. The door opened and XXXX of the {$100.00} bills flipped up and then laid down. Then the door closed and it did not credit my account t the {$800.00}. I tried everything and then a customer walked up. I asked if he could do his transaction to see if the {$800.00} was still in the area where the deposit goes. He made his withdrawal and my deposit wasnt in where the money should have been. I immediately called repeatedly to get someone to help me. I was told that it would take XXXX days before I would receive the answer for the investigation and I told him I had rent due and he said sorry, and repeated to tell me XXXX days. I cried. I tried calling to get different reps. Also, you can not get a representative because their auto system is horrible and it took me XXXX minutes to get through the system to finally get to the hold music and then XXXX minutes later, I finally got a rep and again, XXXX days. I waited till the next day after a night of not sleeping. The next day, I called the branch where I made the deposit. The representative basically told me you have to go back to customer service. I asked if they could just count the deposits made in the atm. XXXX XXXX, I was laid off last XXXX and Ive been going to school and trying to find a job, but I do get funds from my dad. Thats where the funds came from. I also received a XXXX day notice from my landlord. I called the XXXX office line and gentleman was nice enough to provide me with the XXXX complaint line. I emailed them immediately. I received a call XXXX days later telling me that they would immediately look into my account. I called the branch and was connected with a account XXXX and she said that they hadnt received a notification that the atm had malfunctioned. This is XXXX days later. She called me back that evening to let me know the atm had malfunctioned. I received a letter XXXX weeks later that my credit card had been cancelled after I checked my online account information notified me that the account had been closed due to returned charges. I had notified them that I was making g a deposit and that I had lost my job but would make the deposit for my checking account. Keep in mind, I had never been late on my payments. It was my checking account where the returned charges were made not my cc account. I sent emails which Im attaching to this complaint. I also received a letter the next day. A representative from the executive team said that she would look into the issue and that my account would be reopened and to ignore the letters. I checked my account dashboard and it was still saying that my cc was closed. I then got a cal on Monday XX/XX/XXXX from the executive team telling me that evaluation team had reviewed my account and that my account would remain closed and that there was nothing that they could do. I told my XXXX XXXX had dropped and she told me they have nothing g to do with my XXXX XXXX and again my account would be closed. The week before I received a call from another representative that I need to add my husband to my checking account because they do not allow automatic deposits and rudely told me that Citibank does not do that! I told her my husband works nights and sleeps during the day. She said, Citibank does not do that so youll need to add him or the money would be held and I would not be able to access my money. I didnt mention that because of both of the holds, bills were not being paid and I was getting late charges. She was right, the deposit was held. This week I received another call from the executive team kindly tell me there was nothing they could do, my account would stay closed and that they have nothing to do with my XXXX XXXX dropping. I told them that I had used most of my unemployment to keep my account current. As I mentioned, I had never been late. I want them to reopen my account. I want them to write to the credit agencies that they made a mistake and I want an apology along with a reimbursement of my late charges for rent and my other cc accounts. I received a call on Thursday this week asking me to pay the accounts outstanding balance. Citibank I believe discriminated against me after telling me repeatedly they would reopen the account and then not doing what they promised. Thank you for reading my complaint.

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