Consumer complaint received 2024-04-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CITIBANK, N.A.
State: KY

Complaint narrative:
I'm an XXXX XXXX service member who spent 6 years oXXXX XXXX XXXX XXXX and XXXX. Last year, I opened a CD account with Citi Bank, depositing {$10000.00}. Upon maturity, I was unable to withdraw the funds directly, leading me to open a checking account via online chat with a Citi Bank representative, using my old US address and a phone number that was on military hold at that time. Once the checking account was opened and the funds from the CD were transferred there, I transferred {$8400.00} to my original external account but had to maintain a minimum {$1500.00} balance to avoid fees. Now back in the US since XX/XX/2023, I'm unable to access my account due to a new phone number, as my old number was reassigned. 

Despite multiple attempts and providing extensive account details, including the exact date the account was opened, how much money is in there, the account number for the CD which is now closed, the original external account from which the money was transferred to Citibank, as well as the details with ID # for the transfer of the funds to the checking account, Citi 's representatives have refused to verify my account and provide me with access to my account. They keep stating that without the checking account number and verification of a message to the cell phone number they have on file, or sending mail to my old mailing address, they can not verify my account. When I repeatedly explained to them that I was never provided with the account number since it was opened via chat online, that I don't own the phone number they have on file any more, and I no longer live at the address they have on file, they basically hung up on me after letting me wait on hold for even up to 20 minutes.

I am deeply frustrated and don't understand how such a big bank as Citibank can have such archaic ways of verifying an individual 's identity and can not offer me any other way to prove that I am who I am. Additionally, there is no branch in Kentucky where I live now.I feel deeply discriminated against as a member of the XXXX XXXX for serving 6 years XXXX, losing all connections with my past, and now being unable to reconnect and access my hard-earned money because of bureaucratic hurdles that no one is willing to help me overcome. I seek assistance from a US-based citibank office for access to my account and my money. 

I can provide screenshots of my checking account showing the balance - the current balance is {$1600.00}, the account number of my closed CD - XXXX which matured on XXXX with total of {$10.00}, a copy of the conversation with the representative who assisted in opening the checking account and transferring funds from the CD, and my specific request to not receive a debit card, as it would be sent to my old US address. This is in addition to any other information required to verify my identity. 

I would prefer to be contacted on my professional email address XXXX. But citibank has on file the following email address XXXX I can be reached at any of the email address.

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