Consumer complaint received 2025-02-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: CITIBANK, N.A.
State: CT

Complaint narrative:
I opened an account at Citibank to take advantage of a {$320.00} account opening bonus the were offering ( to get the bonus, they required you to make at least 2 ACH deposits totaling at least {$3000.00} within 60 days of opening the account ). They immediately flagged my account for fraud, and insisted that they had to send me a code via regular ( snail ) mail, which I would receive within 10 business days, and when I received the code that I would need to call them back and provide the code, and only then could they unlock my account. I waited, and provided them the code when it arrived, and they successfully verified my identity and unlocked my account. I then proceeded to deposit {$3000.00} and change into the account over the next week, though after the first few deposits, they placed another fraud lock on my account ( 2 days after the last lock was removed ), and tried to insist that they send me another code via standard ( snail ) mail, which would take another 10 business days, to verify my identity and unlock the account. I insisted they find a quicked way to resolve the issue, and they said the only other way would be to text me a code to a cellphone number, but that the cellphone number needed to meet they're criteria to verify my account ; I provided my phone number ( which they then verified met they're qualifying criteria for a phone number that can be used to verify my identity ), which they then sent a security code to and successfully verified my identity and unlocked my account, again. I then finished making my deposits ( again, a total of {$3000.00} and change ), in order to meet the bonus requirements, which I then I started to withdraw again ( I only deposited it to meet the bonus criteria ). In the process of withdrawing the funds ( which had to be done in multiple seperate transactions due to transaction limits ), all debit card transactions over {$20.00} began to be denied, and the bank informed me the a temporary limitation had been placed on my account while a team reviewed my account, which would take 24-48 hours. I asked to use my cellphone number again to verify myself ( like I had just done 2 days earlier ) and was told that my cellphone number didn't meet they're criteria to verify my identity ( despite the fact that the same number met they're criteria two days prior ). I then transferred the remainder of the account balance to my other bank account ( at XXXX  XXXX XXXX ) via an ACH transfer, which had not been blocked. I also called and had them confirm over the phone that I had completed all the required qualifying activities for the {$320.00} promotion, and that the promotion would be deposited into my account within 30 days, by XX/XX/year>. A few days later, I received an email informing me that " Based on a recent review of your REGULAR CHECKING account, we found that you have violated the terms of your account per the client manual. 
As a result, your REGULAR CHECKING account and any other Citi accounts you have will be closed within 60 days of the date of this communication. All of your accounts are now restricted from receiving deposits or credits, effective immediately ''. I contacted the number provided numerous times, asking how I violated the terms or what part of the terms I violated, to which I was repeatedly told they could not disclose that information, and that I would not receive the {$320.00} bonus.

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