Consumer complaint received 2024-12-14 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
Subject : Complaint Against [ Financial Institutions Name ] Regarding Unlawful Account Block Dear Consumer Financial Protection Bureau ( CFPB ), I am writing to formally lodge a complaint against Citibank N.A for their mishandling of my account, repeated refusal to verify my identity despite valid documentation, and misleading responses provided during the complaint resolution process. Below is a detailed account of the situation : Background : On Monday, XX/XX/year>, I attempted to use my ATM card to pay for car repairs, but the transaction was declined with the message account not found, despite sufficient funds in my account. Upon contacting Citibank customer service, I was informed that a block had been placed on my account due to an inability to verify my identity. I was told the issue would be resolved within XXXX hours. However, the block remained active well beyond that timeframe. 

Key Issues : Failure to Verify Identity in Person : On XX/XX/year>, I visited the branch where I had originally opened my account, bringing two forms of valid government-issued identification ( Florida ID card and Social Security card ). Despite presenting these documents and being recognized by the branch manager, the fraud department refused to lift the block, citing their inability to verify my phone number. They insisted on sending a letter with a reference code instead, delaying the resolution process unnecessarily.

Refusal to Accept Adequate Documentation : Upon receiving the reference code and contacting the fraud department, I provided the required information. Nevertheless, I was informed that I now needed to present a sealed court order verifying a name change. I explained that I am a survivor of domestic violence and that releasing this sealed document could compromise my safety. All my identification documents, including my U.S. passport, state ID, and Social Security card, reflect the name on the account, making this additional request unreasonable. 

False Claims Made to CFPB : I previously filed a complaint with the CFPB regarding this matter, under COMPLAINT ID XXXX on XX/XX/XXXX. Citibank ] responded to that complaint by falsely claiming that mail sent to my address had been returned and that I needed to visit a branch with proof of name change and address verification. This is untrue, as I successfully received their letter with the reference code and promptly contacted them. I am attaching said letter in the next steps. Despite this, they continued to demand the sealed court order without providing clear, written instructions on their requirements.

Violation of Consumer Rights : Citibank has displayed a lack of transparency and accountability throughout this process. They have imposed unreasonable and inconsistent barriers to verifying my identity, ignored my valid concerns as a domestic violence survivor, and provided conflicting information to both me and the CFPB.

Impact : The block on my account has caused severe inconvenience and financial hardship, as I have been unable to access my funds for essential expenses. The handling of this matter has caused me significant stress and has undermined my trust in Citibank N.A.

Requested Resolution : I request the CFPBs assistance in addressing the following : Immediate Action : Ensure that Citibank N.A. provides clear, consistent instructions on how to resolve this matter and lifts the block on my account without further unreasonable demands.

Release of Funds : Require Citibank N.A. to immediately release my funds in full.

Compensation : Direct Citibank N.A. to compensate me {$1500.00} for the undue stress, inconvenience, and financial hardship caused by their mishandling of this situation.

Accountability : Investigate the misleading and false statements made by Citibank N.A. in response to my initial complaint.

Consumer Protection : Ensure that Citibank N.A. reviews and revises its identity verification policies to prevent similar issues from occurring in the future, particularly for individuals in vulnerable situations like mine.

I appreciate your prompt attention to this matter and look forward to your assistance in resolving this issue. 

XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, FL XXXX XXXX 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 explanation