Consumer complaint received 2024-07-09 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: CITIBANK, N.A.
State: GA

Complaint narrative:
Bank inactivated my account since XX/XX/year> saying I didn't have any activity on my account in the last two years despite me depositing funds online yearly. They say I have to physically go to the ATM to withdraw money or go to their branch, but there is no branch in GA for Citibank and I don't need to go to ATM to withdraw any money because I was using this bank account as a savings account to grow interest. They have blocked me from accessing my funds despite my sending them the required documentation they requested multiple times to have it reactivated and unblocked.

I have sent them the letter multiple times, with final attempt corresponding to postal tracking info that they also confirmed was received ( USPS tracking # XXXX, with delivery date of XXXX ). I was told it was escalated to their team to unblock my account early XX/XX/year>, and that the account would be unblocked in 7-10 business days but it is still not activated or unblocked. When I called in again for an update on this, I was told they didn't receive the letter and they wanted me to resend the letter again. I've paid to send the letter multiple times with tracking and I'm not about to pay for it another time when a previous agent already looked up the tracking number and confirmed they received it. 

I've talked to multiple customer service agents and even emailed their Citi Executive Response Unit XXXX to no avail. They keep asking for the same thing I have done multiple times ( send in a letter with the required info to reactivate/unblock my account ), saying they are working on it but every time I call in they keep asking me to repeat the issue and no updates or response are available. I've repeated myself many times on what the issue is and they keep opening and closing reference numbers assigned to this issue with no resolution and just keep going in circles. I told the agent my call info and history should be recorded and she said she was going to read the history and do some research, but I still have not heard back and they won't email me or give me updates recorded in email or via phone call. For example, there were at least 4 phone calls to their customer service center prior to me finally asking them to provide me with a reference # because I kept having to repeat myself and the history of the call info every time I reached out to them. The reference numbers created for this issue is XXXX and then they recreated another XXXX XXXX for the same issue. Agent won't provide updates in email or letter and won't call to provide updates. I'm left not knowing how to access my hard-earned money although I can log on to my account online, I can't transfer or initate any transactions from the account. It seems I can still deposit money to the account though, but it won't let me withdraw money. I have stopped depositing money into my savings account because I can't get money out when I do need it!

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