Consumer complaint received 2025-04-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIBANK, N.A.
State: TN

Complaint narrative:
I have been working in XXXXXXXX XXXX since XXXX. On or around XXXX, Citibank caught {$100.00} in fraudulent charges on my debit card in XXXXXXXX XXXX and locked my accounts. I have no access to any banking other than to view my savings balance online, and finally was able to determine that I have to go to a branch in California to identify myself to maybe be able to clear this up in less than 90 days. 

As of today, I have no access tocash, no bill pay, automatic or otherwise, no transfers, nothing. My important automatic payments are starting to be late, including life insurance. Fortunately, deposits to my checking account by XXXX, direct deposit, etc. seem to be going through, although I can't find out the balance. Although I cant see my Citi credit card balance, I can still use it, accumulating interest payments, but I can't pay it. They overnighted a new debit card to me XXXX XXXX wouldnt deliver it or let me pick it up from the facility because its a restricted package ; I found that out on my last just-in-case call before I went to the facility. After several calls they finally said I had to contact Citi to ask it to release its restrictions on delivery. On XXXX Citi said theyd express another card instead but never gave me a tracking number. I got a different story from every Citi and XXXX rep I spoke with. XXXX sent me a written apology XXXX because it was their mistake confirming the address.The original card finally arrived XXXX.

I called Citi to find out if I could activate it or if I needed to wait for the XXXX shipment to arrive. I was told that everything having to do with my accounts is now being handled by the fraud dept. I went through the identity confirmation process ( i.e., security words, etc. ) and as soon as I completed that the rep hastily read a script saying Account restricted and not available for servicing. Account owner will be contacted for more information they've yet to contact me ). I am ending this call right now. Click. I tried that several times, telling each rep what was happening. They sounded sympathetic until I IDd myself. Click. They also said they couldnt transfer me to a US call center. No explanation of what I needed to do. 

I noticed a link on the Citi website to schedule a video appointment with a personal banker, listing someone I think met with in my home XXXX XXXXXXXX XXXX to. I scheduled for XXXX XX/XX/scrub>XXXX but got confirmation Id be meeting with a completely different person. While I was in the e-waiting space I got a call from a XXXX XXXX number I didnt recognize so I let it go to XXXX. After waiting 10 mins in the waiting space I listened to the XXXX. It was the banker in XXXX XXXX saying he was unable to do video and said my best option was to call the number on the back of my card. Experience told me otherwise. 

I called the XXXX XXXX number instead and was able to talk with the unfamiliar banker. Hes the one who finally told me I had to show up to a branch in person to ID myself. There are no Citi branches in this region. Supposedly theyre in Ohio and Florida but they didnt appear on any searches. 

I have to appear in-person at a California branch to identify myself. I am flying from XXXX XX/XX/scrub>XXXX and returning that evening. I need to stay in hotel in XXXX to catch a properly timed flight.

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