Consumer complaint received 2024-08-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
XXXX of few Emails I sent,, Complaint Regarding Mistreatment by XXXX XXXX Dear escalation department and /or ceo XXXX or or to whom it may concern. 
I hope this message finds you well. I am writing to formally escalate a serious issue I have experienced with XXXX XXXX Over the past XXXX days, since XX/XX/1924, I have encountered numerous instances of mistreatment and poor customer service that have left me deeply dissatisfied. Despite my attempts to resolve these issues through standard channels, the problems persist, and I feel that my concerns have not been addressed adequately nor my bank accounts restored.Specifically, in regards to my deposit via Citi Mobile app a check for the amount of {$1000.00} and money order provided by XXXXXXXX XXXX that I have been accused of fraudulent activity and deposit after XXXX hours of investigation. The fraud department advise me that is indeed activity on my end. I advised them that cashier certified check came from my uncle and I promised them that it is not but they did not want to hear it. They did investigation. Come to find out days later The check miracle been cashed by me XX/XX/XXXX according to XXXX XXXX department. I done called once again Citi fraud department option XXXX and advised them about the XXXX foundings. I have been placed on hold as well as that I will be receiving a call back within an hour. They called back came. They called verified that there was no such activity as fraudulent check on my end, despite the investigation Citibank perform and they found are in my checking account fortunately, since the XX/XX/XXXX, my checking account was completely removed from my Citi XXXX banking app. XXXX never existed my security question which was my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX My card has been incorrect, my debit card being removed from my XXXX XXXX, which I have no idea how Citi got access to my XXXX XXXX. I have been advised to call back during business hours this week so I did so I have been advised my debit card debit card is in express delivery mail and should be there that day when I get home from work sure was, but fortunately, I have not been able to activate it due to multiple reasons that none of my credit including my social DOB and security question do not work somehow my credit card account as well been blocked. I have completely no access to online banking so I spent couple of hours last night explaining the issue to the fraud department. They directed me to Customer Care and all I achieved is being rudely hang up on and dismissed like Im still a fraud that I was fully accused of. I have received absolutely XXXX help and assist in restoring all of my accounts status prior to XX/XX/XXXX. I have put hours on the phone like Im employee Citibank to attempt to solve that issue that I did not create. 
I still do not have any access to my account nor my XXXX dollar deposit that supposedly be available in my checking account that I would love to withdraw or transfer to my other banking account with other institution because its been about XXXX days since Ive been dealing with this. 
The lack of professionalism and the inadequate response to my concerns have been extremely frustrating and have significantly impacted my experience with your institution. I request that this matter be reviewed promptly and that appropriate actions be taken to address these issues. I would appreciate a detailed response outlining how XXXX Bank plans to rectify this situation and prevent similar occurrences in the future. Thank you for your attention to this urgent matter. I look forward to your prompt response. 


I also reach out on Social media and multiple multiple phone calls to every possible numbers they were giving me runaround for. 
They never transfer me to supervisor or escalation department to help nobody and till today they do not want to give me access unless I give them my security question which I did. I only have XXXX of them work since that incident mentioned Above that theme wrongdoing. 

Within the last XXXX days, my credit card was due and I could not make the payment because I dont have an access to my online banking nor be able to visit my statements or access. They called me a few times. I spoke to them no results they called me today. I spoke again, I advise them that phone call is recorded for training purposes and I proceed stating that I can not make my credit card payment due to this issues. I know you can restore ASAP. I can not make my credit card payment and I will not pay fee and this is record. 


Thank you so much

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 monetary relief