Consumer complaint received 2025-03-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
On the XX/XX/year> I made an online purchase for {$200.00} to a company called XXXX XXXX. I had a balance of {$1700.00} in my checking account with Citi Bank, Prior to this roughly two weeks before I had I had tried to make a large purchase of furniture due to moving into a new home. My purchase was declined and I called XXXX ( XXXX ) XXXX to verify the transaction, I informed the bank that I was moving to a new location and was ordering furniture pieces online which resulted in large transaction amounts. Twice during this process my card declined and I called Citi bank to inform them of these transactions, that they were legitimately being made by me, each time verifying my identity to ensure that the transactions were being made by me. I continuous informed them that I was ordering my furniture and so it would require me to use my card for large sums for a couple of days. At that time I had saved {$7000.00} to purchase new furniture for my new home, after speaking to customer services and working through the issues I was having with transactions declining and then me phoning to verify I was able to order my furniture and things I needed for my home. Fast forward to Thursday XX/XX/year> I was making what I thought was a simple {$200.00} purchase for my daughters birthday at the XXXX of the month. The transaction declined, and I instantly thought it must be that it was them needing for me to verify the transaction. I called the bank, and whilst on the call, was informed that my account had been placed under review. When I asked if it was regarding the transaction I had just made, I was told that they didnt have this information and it was their back office team that had placed my account under review and I had to wait 24 hours for the review to complete. Though I was disgruntled I cooperated, as I know banks are often looking out for customers where fraud is concerned. I was told Id be contacted once 24hours had passed by someone from the back office to explain what had happened and provide resolution. 

On Friday XX/XX/year> at approximately XXXXXXXX XXXX  in the afternoon I reached out to Citi Bank, as no one had contacted me and I was without funds for 24 hours at this point, I was given the exact same response by a customer service representative, when I again asked for clarity I was told yet again that it was their back office team that was needed to resolve the issue and someone should reach out to me most likely by the end of the day as it had been 24hours since my called. I asked for the name of the representative he said his name was XXXX, and he was based in the XXXX Citi Bank call centre. he declined to release his surname. He informed me that he would be sending a follow up message to try to get a response from the back office team to get the matter resolved and I would get a phone call from Citi Bank by the end of the work day US time. 

Today Saturday XX/XX/year> at approximately XXXXXXXX XXXX, I again reached out to Citi Bank it has now been 48hours since my account was froze with no information or clarity on why. I received the exact same response from the customer service representative I spoke to, I went as far as escalating the call to speak to a supervisor who doubled down on not being able to help. 

Im literally distraught at the service and treatment Ive received from my own bank, Im a XXXX mom of XXXXXXXX XXXX children I work 10 hours everyday XXXX XXXX XXXX to feed my kids, Ive gone almost 3 days with no money having to borrow from family members to get by, Im highly disappointed In Citi Bank as a financial institution that should be protecting me the customer, Ive been made to feel as though I am an XXXX, to my own money that Ive worked hard for and has been withheld from me in a manor as that is unacceptable. I need help not only to resolve this issue but also help with how to move forward to remove my services and withdraw the remaining funds, and I have other large sums due to be deposited into that account such as my tax refund. and remove my services from this bank.

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