Consumer complaint received 2018-10-12 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:
I opened an account in CitiBank in XXXX. Since then, I have operated with them without any overdrafts, returned checks or any other irregularity. 

In the first week of XX/XX/XXXX, I started to receive letters from Citi requesting personal information. I provided information that by then they should have had in their records. I called the number provided several times and answered all of the banks questions. 

Later that month, my son visited and wanted to help resolve any questions. We went together to the branch where I have the account and talked to XXXX XXXX XXXX, Bank Manager ( XXXX ). She made a phone call and let us both know that everything was okay and to disregard future letters. 

Regardless, the bank called and sent me letters requesting the same information. Around XX/XX/XXXX, I became worried and returned to the bank. I spoke with Account Representative XXXX XXXX ( XXXX ). She called and they told her not to worry- everything was okay. 

In XX/XX/XXXX, I received a letter from my Insurance Company advising that the authorized monthly premium  deduction from my account had been returned. I immediately called Customer Service and a representative told me that my account had been blocked ( no date ). After that, I started receiving complaints about checks returned resulting in significant fees. 

I paid whatever I could that could be paid cash. On XX/XX/XXXX, I visited the Bank again. They confirmed my account was blocked and that my money was not available. XXXX XXXX tried to get the account unblocked and she got a promise that they would do it the next morning so that I could pay my XXXX XXXX and XXXX XXXX XXXX credit cards. 

Next morning, I went to the Bank again. With XXXX XXXX help, they unblocked the account so that I could pay my utilities and credit cards and get some cash. I was informed that everything would be OK according to the KYC Department by the end of the week. 

Beginning of following week, I started to receive letters and phone calls with complaints about authorized withdrawals not paid. Payments made over the Bank phone on time were not paid. I have date and confirmation number. Penalty plus interest starting to accumulate. Utilities, Security Services,  charitable contributions- everything unpaid. 

Last Monday ( XX/XX/XXXX ), the Bank Manager called me to let me know she had been on the phone for hours and finally solved my problem. She told me to expect a call by Tuesday XX/XX/XXXX with good news. The phone call never arrived. 

By Friday I was again at the Bank asking for an answer. No end in sight. 

On XX/XX/XXXX, my account is still blocked, and I am living off whatever I can manage from cash savings and help from my son. I have gone several times to the Bank and everybody is polite, but they can not do anything. During my visits, I hear many senior citizens in similar distress with many unresolved complaints. Whats going on here? 

I have direct deposit for my retirement check, and other benefits. The Bank has my money, but does not want to release it to me. I do not have money to take them to court, but it is what they deserve given that their central headquarters, wherever they are, hiding and using my money. 

At this point, my life is a mess given what Citi Account Manager ( XXXX XXXX XXXX : XXXX ) whom I saw yesterday reported from KYC : Apparently, the analyst has not been at work for some time and apparently Citi Corp does not care. He might come back during the weekend, but thats not certain. 

By the way, nobody can give a cause for the current blockage of my account. My good credit is destroyed, my utilities can be cut any moment, and I am under an extreme amount of stress. At the age of XXXX, I need help.

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