Consumer complaint received 2025-03-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CITIBANK, N.A.
State: MA

Complaint narrative:
On XX/XX/XXXX I made a call to Citibank between XXXX because I was needing to deposit a check virtually and I wanted to confirm that it would be in my account immediately because when I deposited a check virtually before it took about 5 business days, but I deposited it on the weekend so I figured maybe that was part of the reason, even though it still took way too long an arrive in my account in increments which was strange. The representative, who was a woman I forgot her name but I do remember she had a bit of an accent, didnt really give me a straight answer but I gathered that if I do it early enough in the day, it might hit same day. I tried to gather more information because I was trying to see what my options were because I live in a city where all citibank locations are closed down and I didnt know how I was going to cash my check to have money for an appointment I had later that morning. I was telling her about how last time it took a very long time and just trying to be sure before I deposited it and had to wait the entire week for it to hit but essentially she was no help, so I figure out another way to deposit the check and get cash because it was too unsure. Well later in the week I try to transfer money from my XXXX XXXX  to my debit card and the transaction got declined, I try to log into my account and it shows a message that says that their system is experiencing temporary delays the last time I was able to have access to my account was on XX/XX/XXXX, I believe the representative that I spoke with tampered with my account because I know other citibank users who are having no problem.

I called citibank again XX/XX/XXXX because I was still receiving that same message anytime I would try to access my account via app, via web, on my desktop, on different browsers and I keep getting the same message about the system experiencing temporary delays I have a paperless account so I dont get postal mail, all of my bank statements and documents arrive via email and I cant get access because it wont allow me to login. During the call on XX/XX/XXXX, I couldnt get any help at all because the representative ( male this time also had an accent cant remember his name and I would even say he didnt even tell me ) was being so difficult. First of all, Im not even sure why he was asking so many verification questions because when I called before on XX/XX/XXXX three different times I was never asked any verification questions besides my name because I put in my account info in the automated system. This guy asked me for my address ( which I never had to give before ), he asked me for my social ( which I never had to give before ), and I believe he asked my birthday ( again which I never had to give before ) all of which I answered, so what other verification do you need? He asked me for my account number and I informed him that I can not access my account number because their system will not allow me to log in. He then asked me for a security word of course Im confused because there is no security word, I asked him to elaborate and he goes on to give examples like What is you mothers maiden name? What street did you grow up on? Favorite pet? Etc So to my knowledge with the examples given he means security ANSWER, not word. Thats when I ask if he means for my security question and he says yes confirming that is what hes referring to. I then tell him he has to tell me which question it is so I CAN give him an answer, he proceeds to tell me he can not give me the question.. He tells me he can not give me the security question. I inform him that he has to give me the question in order for me to give him the answer and he proceeds to argue with me refusing to tell me my security question.

Looking back now, I think that guy was acting obtuse because he didnt want to help me, and he saw whatever it was that is keeping me from accessing my account and he was playing some type of game. But to this day, XX/XX/XXXX, I still do not have access to my account, I am not getting any help from anyone with this company, and my account was obviously fraudulently tampered with. Upon doing research online, this apparently happens to people when citibank believes there was suspicious activity but there was no suspicious activity on my account, just a phone call that the representative didnt like and now I have to deal with this. Completely unacceptable.

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