Consumer complaint received 2024-11-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CITIBANK, N.A.
State: GA

Complaint narrative:
Summary for CFPB regarding Citi Bank account access issue On [ insert start date ], I began experiencing difficulties accessing my Citi Bank checking account ending in XXXX. Despite having my phone number on file with Citi Bank, I have repeatedly been unable to regain access to my account via phone. This has caused significant inconvenience and concern as I am unable to manage my funds or conduct essential banking transactions. 

Timeline of Events Initial Access Issue On [ insert date of first incident ], I attempted to access my Citi Bank account by phone, using the phone number on file. However, I was unable to complete the authentication process due to [ specify reason, e.g., Citi Banks system not recognizing my phone number, failure in automated verification, or lack of access to necessary authentication steps ].

2. Attempts to Resolve the Issue [ First Call Date ] : I contacted Citi Bank customer service, explaining the access issue and confirming that my phone number on file was accurate. During this call, the representative [ describe response, e.g., reaffirmed that my number was on file but could not explain why I was unable to use it for account recovery ]. 
[ Follow-Up Date ] : After my first attempt failed, I called Citi Bank again , requesting further assistance. I was advised to try alternative methods of access, such as using the online portal. However, due to [ reason if applicable, e.g., two-factor authentication requirement tied to the phone on file ], I was still unable to regain access.

3. Continued Access Problems and Escalation Attempts Over the next few weeks, I continued to make calls to Citi Bank customer service, each time encountering the same issue. Citi Bank representatives confirmed that my phone number was on file but could not address the technical barrier preventing me from authenticating through the phone system.

4. Escalation and Request for Resolution [ Date of Escalation Attempt ] : Frustrated by the repeated failures to regain access, I requested that the issue be escalated to a supervisor or technical support. During this escalation attempt, I requested [ any specific action, such as a reset of authentication methods or an alternative verification process ]. 
Outcome : Despite my escalation request, I received no clear resolution. Citi Bank representatives provided no solution or workaround that would allow me to access my account via phone as I should be able to with the phone number on file.

5. Financial and Personal Implications Since I was unable to access my account, I faced significant inconvenience and potential financial impacts, including : [ List any delayed payments, overdraft fees, or other financial impacts if applicable ] [ Mention any inability to access necessary funds or make essential transactions ] 6. Additional Actions Taken In a final attempt to regain access, I submitted a formal complaint with Citi Bank on [ complaint submission date ]. I detailed the challenges and lack of resolution and requested immediate intervention. However, [ describe Citi Banks response or lack thereof, if applicable ]. Resolution Sought I am seeking assistance from the CFPB in
order to : 1. Prompt Citi Bank to resolve the technical or verification issues preventing phone access with my number on file.

2. Ensure that Citi Bank offers a reliable authentication method for customers experiencing similar issues, so they can regain access to their accounts efficiently. 
XXXX. Request compensation for any financial impact, inconvenience, or delay in transactions caused by the ongoing access issue. 

Conclusion This issue has been ongoing since [ initial issue date ], and despite multiple attempts to work with Citi Bank for a solution, I have not been able to regain access to my account through the standard authentication process with the phone number on file. I am requesting the CFPBs assistance to prompt Citi Bank to resolve this issue and ensure fair treatment for account access.

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