Consumer complaint received 2024-09-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CITIBANK, N.A.
State: NV

Complaint narrative:
I went into a branch last week physically after calling in and some jerk on the phone blocking the account for some reason- I went in store and provided my ID after waiting XXXX minutes they cancelled the orginal card gave me a new temp XXXX and a pin - then mailed me a new card I got the new card in the mail in which was not able to be activated via citi.com the app or on the telephone when I called the telephone I spoke with a XXXX named jade - I gave her the full card number my social security number and the XXXX code on the back of the new card that was mailed and she refused to put me through to a supervisor for over XXXX minutes trying to say it was policy that an account number would need to be provided to speak with a XXXX I offered to conference in another XXXX from the company so they could witness her actions and she immediately came back with some weird responses that made no sense. she at several times on the call used some sort of accent to try and confuse someone - however I reiterated several times on the call she said was recorded that can be pulled and confirmed her actions are XXXX  % true as to what I have reported that she XXXX  % refused to put a XXXX  on the line and at least XXXX times lied to me saying that she couldn't put a XXXX on the phone without an account number which is completely false. I can not believe that someone being federally regulated can be allowed to act in this unethical fashions. I think a lawyer needs to be hired in this situation that call needs to be subpoenaed and citibank needs to be sued for her refusing to put that XXXX  on the phone to help get me access to my account despite providing all the information I did. I called back right after she hung up and was put thru to a XXXX  almost immediately in less than XXXX minutes without providing any social security # or account #. The XXXX  confirmed XXXX lied and there is no such policy stopping them from putting a supervisor on the line- however this supervisor also hung up on me and didn't tell me why. Citibank when I went into a branch last week XXXX of the only XXXX or so they have in my city which was a huge inconvenience and had to stand in line for over XXXX minutes that now I have to go back again for what? Someone needs to investigate these behaviors and actions as it is not okay for them to do what they did, waste the customers time. Stop me from accessing my account and or telling me that I can not speak to a XXXX  after providing my social security number full debit card and XXXX  code on the card I just got in the mail from the branch that somehow can't be activated. It's as if the people at the bank that were turning customers away trying to open accounts up when I was there after they waited XXXX minutes to be told we are all booked and we will not be able to help you open an account next week either because we are fully booked. What bank in 2024 would be telling customers NO we can't help you open an account. I honestly have never seen anything like this before let alone all this behavior to go along with it. It is clear that citibank is being mis managed at this point and whomever is in charge has clearly dropped the ball to say the least.

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