Consumer complaint received 2025-08-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
I have been a citibank ( Citi ) client for 15+ years. I have a checking account with them. I've never had any bounced checks, I've never had any issues. I am a solid client with a solid credit score. I have encounted mulitple failures with citibank the last few weeks ( after never having any issues! ) Failure # 1 : On/around XX/XX/XXXX - I started having problems accessing my " citi mobile '' app. After several failed attempts trying to log in, I finally called their customer service number and proceeded to wait over 90 minutes to get a live person on the phone. Keep in mind, their customer service is outsourced overseas, so understanding the representatives are always a challenge. When I finally got a hold of a rep, they informed me that my account was " under review '' and that I would not have any access to my online banking for up to 72 hours. No further explanations and when I asked for a supervisor, they tell me that a supervisor will call me back within 24 hours ( never got a call back ) ... 3 days go by, and I am able to log back in.

Failure # 2 : Shortly thereafter, on/around XXXX XX/XX/XXXX of XXXX, I notice that I am no longer able to send any payments via XXXX to any of my regular payees. Once again, I call Citibank customer service, proceed to wait over an hour and then finally get someone on the phone. Once I speak to the representative, I am told that my account is once again " under review '' and I would be unable to send any XXXX payments until their " review is complete ''. No further explanations and when I ask for a supervisor I am told that none are available and that I can ask for a call back within 24 hours ( still waiting for that call back as of today ) ... Fast forward three days later, and I am once again able to send XXXX payments. 

Failure # XXXX : I write about 5-7 checks per month, and during this time, specifically on XX/XX/XXXX I wrote a check for a vendor for {$2000.00}.. I also wrote checks on XX/XX/XXXX, XX/XX/XXXX and XXXX more on XX/XX/XXXX... all of those other checks were paid, however, yesterday ( XX/XX/XXXX ) I was informed by one of my vendors that the check I wrote for {$2000.00} was RETURNED by citibank. I was in disbelief. I've never bounced a check- so I was perplexed. Once again, I called Citibank and checked with them to ensure that the check was really returned ( and if true, why was it returned? ) - again, as a reminder, all of my other checks were paid, so why did they return this one even though there were sufficient funds in the account? I spoke with customer service and they informed me that the check was RETURNED because, you guessed it, my account was " under review '' at that time. I never received a call, email, text or app notificiation- in fact, i had no idea. On my end, I went into the branch that same day and paid {$10.00} for a {$2000.00} cashier 's check, and I also paid {$30.00} to place a stop payment on the check citi mistakenly returned. This is so wrong on mulitple levels and the amount of time and energy it takes to fight it is just overwhelming. 

There's no one to take accountability. No supervisor or authority to handle the matter. It's a maze of outsourced customer service reps who are literally laughing on their customers. Highly disappointing.

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