Consumer complaint received 2024-08-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: GA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
XXXX, GA XXXX XX/XX/XXXX, XXXXXXXX XXXXCitibank Customer Service Department XXXX Citibank Address XXXX XXXX XXXXSubject : Urgent Request for Resolution Regarding Account # XXXX Dear Citibank Customer Service Team , I am writing to express my deep concern and frustration regarding the handling of my account ( # XXXX ) with Citibank. On XX/XX/year>, I encountered a series of distressing events that have left me without access to my funds, despite my compliance and cooperation with your verification processes. This letter serves as a formal dispute and a request for immediate resolution of the issues detailed below. 

XXXX XXXX XXXX  Background and Timeline of Events On the XXXX  of XX/XX/year>, I initiated a routine transaction from my Citibank account. At approximately XXXXXXXX XXXX., this transaction was unexpectedly declined. Initially, I assumed it was a minor technical issue and attempted the transaction again. However, by XXXX XXXX., I realized that the situation was far more severe, as Citibank had initiated what appears to be a complete account takeover, restricting my access to all deposited funds. 

This situation is not only inconvenient but has also caused significant stress and anxiety. The funds in question are essential for my day-to-day living expenses, and the sudden inability to access them has put me in a difficult position. 

XXXX XXXX XXXX  My Attempts to Resolve the Issue Immediately after discovering the issue, I contacted Citibank 's customer service department to report the problem and seek assistance in regaining access to my account. During these interactions, I provided all requested information to verify my identity, including but not limited to : - My full name and date of birth - Social Security number - Address and contact information - Details of recent transactions and deposits Despite these efforts, I was informed by your representatives that my account could not be unlocked because the phone number I used to open the account, which is also the number associated with me, was allegedly not part of my public records. This reasoning is both confusing and frustrating, as the phone number in question has been consistently linked to my Citibank account since its inception. 

# # # Citibanks Unjustified Actions and Their Impact The decision to deny me access to my funds based on such a technicality is not only unwarranted but also goes against the principles of fairness and customer care that Citibank purports to uphold. The impact of this situation on my life has been profound : XXXX. **Financial Hardship : ** The restricted access to my funds has caused immediate financial hardship, preventing me from meeting my basic living expenses, including rent, utilities, and groceries. 

XXXX. **Emotional Distress : ** The stress and anxiety caused by this situation have taken a significant toll on my mental health. The uncertainty of not knowing when or if I will regain access to my funds has been overwhelming. 

XXXX. **Reputational Damage : ** The unjustified restriction of my account has caused reputational damage, as I have had to explain to various creditors and service providers why payments have not been made on time. 

XXXX XXXX XXXX Citibanks Duty to Its Customers As a long-standing customer of Citibank, XXXX have always trusted your institution to manage my financial affairs with the utmost professionalism and integrity. It is deeply disappointing to see this trust compromised by the actions taken against my account. Citibank has a duty to its customers to provide access to their funds and to resolve any issues in a timely and fair manner. 

The actions taken by Citibank in this instance appear to be a gross violation of this duty. By restricting my access to my account without a valid reason and refusing to use verified contact information to resolve the issue, Citibank has failed to uphold the standards of customer service and care that I have come to expect. 

XXXX XXXX XXXX Legal and Regulatory Considerations In addition to the above concerns, I would like to highlight the potential legal and regulatory implications of Citibanks actions. As you are aware, financial institutions are subject to strict regulations governing the management of customer accounts and the handling of disputes. These regulations are designed to protect consumers from unfair and deceptive practices and to ensure that their rights are respected.

By denying me access to my funds without proper justification, Citibank may be in violation of several key regulations, including but not limited to : - **The Electronic Fund Transfer Act ( EFTA ) : ** This act protects consumers who use electronic methods to manage their finances. Restricting my access to electronically deposited funds without providing a valid reason may constitute a violation of the EFTA.

- **The Fair Credit Reporting Act ( FCRA ) : ** If Citibank 's actions have resulted in negative information being reported to credit bureaus, this may constitute a violation of the FCRA .

- **The Consumer Financial Protection Bureau ( CFPB ) Regulations : ** The CFPB oversees the fair treatment of consumers by financial institutions. Citibank 's refusal to use verified contact information and its unjustified restriction of my account may be grounds for a CFPB complaint and investigation. XXXX XXXX XXXX Request for Immediate Action Given the severity of this situation, I request that Citibank take immediate action to resolve this issue and restore my access to my account. Specifically, I am requesting the following : 1. **Immediate Release of Funds : ** The funds in my account must be made available to me without further delay. These funds are essential for my daily living expenses and should not be withheld.

2. **Account Restoration : ** I request that my account be fully restored, including access to all associated services and features. Any restrictions placed on my account should be lifted immediately. 

XXXX. **Written Explanation : ** I request a written explanation from Citibank detailing the reasons for the account takeover and the actions that have been taken to resolve the issue. This explanation should include an acknowledgment of any errors or oversights made by Citibank during the handling of this matter. 

XXXX. **Compensation for Damages : ** Given the financial hardship and emotional distress caused by this situation, I request that Citibank consider providing compensation for the damages I have suffered as a result of its actions. 

XXXX XXXX XXXX Conclusion This situation has caused me significant hardship, and I am seeking a prompt and fair resolution. I trust that Citibank will take the necessary steps to address my concerns and restore my confidence in your institution. I would appreciate a response within the next XXXX business days, outlining the actions that will be taken to resolve

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 explanation