Consumer complaint received 2024-09-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CITIBANK, N.A.
State: MN

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am writing to you with great urgency regarding a highly concerning issue with my Citibank account. The following details the events that have transpired over the past two months : On Saturday, XX/XX/XXXX, I booked a week-long stay through a company called XXXX Stay XXXX XXXX When I went to check in, I was informed by the front desk and management that my payment had been declined. However, I had signed a contract agreement and received a payment receipt. I spoke with the XXXX, XXXX XXXX, who stated that the payment was rejected. I advised him that XXXX XXXX XXXX had taken the money out of my account and had me sign a contract, but they did not honor the receipt. It was not until I mentioned this to the Citibank fraud department that XXXX XXXX XXXX provided me with a refund. After checking my account, I noticed that XXXX XXXX XXXX had initially decided to keep my payment. 

On Monday, XX/XX/XXXX, I went to a Citibank branch and was advised by an employee to reach out to the fraud department and obtain a new card, as I was in the process of transitioning out of state at the time. On XX/XX/XXXX, I filed a claim with the Citibank fraud department. I spoke with XXXX, who provided me with a reference number ( XXXX ) and informed me that the investigation would take XXXX days. XXXX also issued me a new card, which I received via XXXX on Friday, XX/XX/XXXX. 

On Tuesday, XX/XX/XXXX, I was able to activate my new card and make purchases. However, on Wednesday, XX/XX/XXXX, and Thursday, XX/XX/XXXX, I noticed that I was unable to log into my account, as I assumed the system was down. On Friday, XX/XX/XXXX, I contacted the customer service line and was advised to reach out to the fraud department. When I did so, I was told that I should have received a letter regarding my fraud claim, which would arrive within 7-14 business days. I requested to speak with a manager, as this was a serious matter, and was transferred to a XXXX who rushed me off the phone. 

After waiting two weeks for the promised letter and not receiving it, I contacted the Executive XXXX XXXX on XX/XX/XXXX. I spoke with XXXX, who provided me with a reference number ( XXXX ) and advised me on the process. After waiting 5-7 business days to be assigned a fraud analyst, I reached out to the fraud department on XX/XX/XXXX, and spoke with XXXX, who informed me that my assigned analyst, XXXX, was out of the office. XXXX advised me to give it another 48 hours to contact the analyst. 

On XX/XX/XXXX, I spoke with XXXX, who was very rude and kept cutting me off. XXXX stated that I would have to wait for the letter to arrive in the mail, which she claimed was sent out on XX/XX/XXXX ( a holiday ). According to XXXX, XXXX business days from XX/XX/XXXX would be XX/XX/XXXX. However, as Citibank is closed on bank holidays, the letter could not have been sent on XX/XX/XXXX. 

As of Tuesday, XX/XX/XXXX, I have still not received the promised letter from Citibank, and I feel like a prisoner in my own financial situation. I am deeply concerned that XXXX XXXX  be a factor in the way I have been treated. 

This issue has been ongoing for over two months, and I am at my wit 's end. I urgently request your immediate intervention to resolve this matter and restore access to my Citibank account. The lack of communication and transparency from Citibank is unacceptable, and I fear that my financial well-being is at risk. 

My debit card information is as follows : Card Number : XXXX XXXX XXXX XXXX Expiration Date : XX/XX/XXXX CVV : XXXX I thank you in advance for your prompt attention to this pressing issue. Please do not hesitate to contact me should you require any additional information. 

Sincerely, XXXX

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