Consumer complaint received 2025-08-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
Upon opening a Citibank account again. Right from the beginning I started having issues, first one was they had said they was sending me a verification code through the US mail about two weeks after the account being opened to verify that it me that open the account and to this date I have yet to receive that letter. And just my account was working perfectly fine these past couple days with no issues what so ever until I was at work needed to grab lunch and I work remotely in different locations because Im a commercial driver. My wife had sent me money for lunch and when I went to order and pay for my lunch my card kept on getting declined and I had tried to send the funds back to my wife and have her help me order my lunch it wouldnt even let me send the funds back. I tried calling customer service yesterday and was hold for over 3 hours just for someone to answer and say that that department have left for the day. But now I needed to access the funds to pump gas for my new job that I just started work for. So I had miss work today the XXXX of XXXX because couldnt access the funds for gas. While I was on hold again today for over 2 hours got a hold of someone from the fraud department, he then told me that the back office had decided to close my account. I then had ask him why he stated he couldnt say and have to wait for a letter, then I ask can I at least get access to my funds so that I can pump gas to get to work on Monday. He stated I have to wait for a check to be mailed to me. I then ask to speak to a supervisor he got his manger on the line she stated her name was XXXX and she the manger of the fraud department. I then requested to at least let me get access to my funds for gas or at least let me send the funds back to my wife account so that I can still use it for gas. The rep then proceeded to say that she cant because the account is in the closing process and proceeded to giggle and laugh at what was going on taking it as a joke. I had ask her what kind of guarantee that she can provide me that I will receive the check after account being closed when I still havent received that verification letter that was mailed out to me through the mail to this date. she ignored the question and proceeded on saying that I will have to just wait for a check after the accounts close in 30 to 60 days after the accounts close then I should receive a check which then I stated to her so youre basically telling me that Im not gon na be able to access the funds or received a check until about almost 4 months. She then proceeded to still giggle and laugh at the situation. I could hear her colleagues in the background, saying something to her, and as I try to explain the situation of reasons why I needed to access the funds and stuff she still kept on, proceeded to giggle laugh taking everything as a joke. I then proceeded to ask for her name a customer service rep number, reference number and stuff she kept on saying that she can not give out those numbers or anything else besides just her name I told her we do have family members that works at Citibank so we know how the situation is supposed to go, our family member that works at Citibank basically told us that upon asking for a rep ID number or a reference number is one is supposed to be provided to us and we wouldnt well I wouldnt be requesting for something like that if I already didnt, if I didnt know that you know theyre supposed to be giving it. She still just kept on laughing with the situation kept on saying that theres no reference number or any type of number that she could give me to tie the conversation, the phone call thats going on and stuff. I also instructed her that when my account got locked yesterday I didnt get no emails phone calls about a fraud alert or anything like that. I told her situation couldve been handled quickly yesterday, but didnt get no alerts or anything like that. Just put on hold for three hours just for a representative owed that department had left.

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