Consumer complaint received 2024-07-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
I am writing to formally lodge a complaint regarding my recent experience with Citibank, which has caused me significant inconvenience and frustration. 

On XX/XX/year>, {$2500.00} was wired to my Citibank account. This account was opened previously but unfunded. Because I intended to use these funds to pay my rent, with a deadline of XX/XX/year>, I decided to wire the money and go to a branch to get a cashiers check. Unfortunately the bank branch given on XXXX was permanently closed and I was unable to locate another branch. I had not yet received my debit card, which was due to arrive on XX/XX/year>, this left me with no options to access my funds directly. 

Attempting to find a solution, I contacted Citibank customer service on XX/XX/year>, to inquire about the possibility of obtaining a virtual card. I was informed that a virtual card was not available. I would like to note, this was the first conversation Ive had with Citibank for this day. No account number was asked, just my social security, name, and date of birth. Due to the fact that I was unable to use XXXX due to its daily transfer limit of {$500.00}, I decided to initiate a wire transfer. 

When setting up the wire transfer, I was prompted for an identification PIN. I contacted Citibank again in regards to this. No account number or debit card needed to verify me. Only name, social, and date of birth. While on the phone with that representative, I decided to check the mail. I found a letter from them, which I had received separately from the debit card with the identification PIN. Using this PIN, I successfully set up the wire transfer and received confirmation via email. However, when I later checked my account, I encountered an error message indicating a temporary delay when I tried to log on. Thinking it may be the app, I went to log onto my account via the website, it stated my account credentials does not match. 

I checked my email and found a message stating that the wire transfer could not be completed due to the banks inability to reach me, despite not receiving any calls, texts, or additional emails for verification. 

Upon contacting Citibank again, the first representative I spoke with insisted on my account number, which I could not provide due to being locked out of my account. I offered my Social Security number instead, but she refused to use it and demanded my debit card number, which I did not have. Which I also explained it had not been received multiple times. Eventually, I located my account number and provided it, as it was needed when I initiated the first wire transfer. She then asked for my security word, which I insisted had never been set up. She was unable to ask me what the security question was. After a frustrating back-and-forth, I requested to speak with a manager.

The manager, XXXX, was similarly unhelpful and combative, insisting on the security word, not wanting to use the PIN that I knew I used during set up. While explaining exactly what happened that day, he cut me off and proceeded to ask me for the security word. While I tried to explain that I did not set it up, he stated theres no way you were able to set up an account without it. I informed him, you also said there was no way I SHOULD have been able to wire money out without my debit card, but I was able to complete the request. He angrily cut me off and said maam those are two different things. While they are two different actions, he was unable to grasp that hes using terms like never and always, but in the case of the wire transfer being completed without an active debit card, the wire never turned into sometimes. He eventually forcefully suggested going to a branch or sending a written request for account access, which was impractical given my urgent need to access my funds. 

Subsequent calls yielded no better results, until I spoke with a manager named XXXX, who managed to bypass the security word using the PIN I provided, that Ive been saying I used during set up. Unfortunately, the system still required my debit card, bringing me back to the initial problem. 

By XX/XX/year>, my debit card had still not arrived, and I was left with no access to my {$2500.00}, causing additional fees, with my landlord including court costs. Additionally, a representative I spoke with confirmed that there were no branches in Texas, despite previous suggestions to visit a branch. 

The lack of support, inconsistent information, and unprofessional conduct I experienced from Citibanks representatives have caused me undue stress and financial strain. I am requesting immediate assistance to access my funds and a review of your customer service protocols to prevent such issues in the future. 

This complaint has also been filed with all appropriate governing agencies.

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