Consumer complaint received 2024-11-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CITIBANK, N.A.
State: GA

Complaint narrative:
Citibank Most recently I called XXXX and spoke to a representative named XXXX. I asked him to speak to a manager. He told me that one of my security questions failed, which was what is your mothers maiden name. I said XXXX that is her maiden name. He told me that was incorrect. I asked him was there anything else I could confirm to be able to speak to a manager, long story short, he did not connect me with a manager and hung up on me. 
I have had nothing but difficulties with basic banking needs going back to last year when I attempted to do business with them the first time. I opened an account and encountered many issues in just establishing my pin and accessing online services. I called several times and spoke to different representatives And everything they told me did not work. Under frustration I set it aside. This year when I attempted to use my Citibank account, I was informed that my account was closed. That was the first time I heard that : I never got any emails nor mail correspondence for statements or in regards to the closing of my account plus the 25 that I deposited, when I open the account was eaten up by fees and Closed. 
At that time, I opened a new account and have run into the same issues. I keep getting transferred over and over again. Everybody says something different. One time I was actually transferred to a manager and she told me that I could obtain my account number at a branch. I accepted that and got off the phone when I looked for branches near me. There are none. She was not knowledgeable enough to look at my address and know that they had no branches in XXXX. 
Once I attempted to use my new card at the gas station, It didnt work, I was on The phone for 20 minutes. The representative assured me that the card was active I got off the phone and attempted to pump my gas and it did not work. When I called about the card, they told me that I needed to order a new one, even though I had just received that one and when I received the new one CVC code was CIL. AGAIN! I just so happened to be on the phone with a representative because my XXXX wont work And ask him why my new card had CIL as the CVC code and he informed me that is because this is only an ATM card. I had no idea. And with all the calls I made about the card no representative informed me And every representative that I talked to in regards to this did not pick up on the fact that it was only an ATM card. Nobody told me. I can not understand why I would not be issued a debit card That is also an ATM card?? Very confused? Before my direct deposit came in I was charged for checks and it put my account in the negative. When I establish the account over the phone with a live representative, I was told that those checks would be free. When I called to ask why I had been charged, the representative told me that they no longer issue free checks. When I informed her that the live representative that set up the account said they were free she went ahead and issued a refund.. Whenever I call, I get transferred over and over and have to repeat myself over and over. Today when I asked the first person, I spoke to inform the new representative that I have already identified myself and explained the situation and could he tell the next representative what was going on? He said OK. And did another cold transfer. The level of customer service is unhelpful, ubknowledgeable, and rude. Nobody knows anything, and even when I was in distress and trying to speak to a manager, the representative hung up on me TODAY! XXXX XXXX. Every single thing that is normal for a bank account. I have to call them and inquire on why mine isnt working. XXXX is not working right now. Every time I try to use it it says that my account says its unavailable due to my current account status. My account status is active and there are funds in my account. I set my direct deposit to be sent here and in order to access my funds. I have to transfer to my other bank because none of this other access points are available. Overall Consistently Citibank fails in the services in the knowledge of the representatives and being Able to identify and resolve issues. I am totally dissatisfied with my experience as it continues to be poor. With the amount of problems I have incurred I am surprised that they are still in business. They should not be rated as one of the top financial institutions.

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