Consumer complaint received 2025-01-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
I created an account under a new promotion that stated I would receive a {$400.00} bonus after I submitted two direct deposits totalling {$5000.00} or more. I created the account with the promotion then changed my direct deposit to that account. After two direct deposits, my account was locked when I tried to login online ( note that I had an existing CitiBankcredit card and being locked out of my account lost me access to that as well ). So I now have over {$15000.00} locked in that account and they will not allow me to access it. I spoke with their customer service today ( XXXX ) ; yesterday ( XXXX ) ; XXXX ; XXXX ; XXXX ; XXXX ; and XXXX. Each time, I was transferred multiple times withoftenmore than hour-long wait times and all " customerservice '' agents were difficult to understand and tooka long time to do anything, all based out of XXXX XXXX. Early on when I finally spoke tosomeone, they said they could not speak to me until they sent me a letter. But they refused to confirm whether they even had the correct address or where the letter would be sent. Finally, I got the letter after it was forwarded after having been sent to the wrong address. It gave me a number to call. I called that number and they gave me another number to call. When I spoke to those people they hung up on me after they claimed they could not hear me after speaking forover 20 minutes, despite having no issues with my phone. When I called back yesterday, they told me they were closing my account with no explanation. When I asked what would happen to my funds they said they would mail a check, but again could not confirm the address and I suspect it will again be sent to the wrong address. They also would not let me update my address. Today, XXXX XXXX XXXX  I called back and spoke to another agent, " XXXX. XXXX The call lasted 16 minutes and 6 seconds. He confirmed that the funds would be mailed to me at my current address which he was updating to be XXXX XXXX XXXX, XXXX TX XXXX. He also confirmed that the funds would include both my direct deposits and the {$400.00} bonus made by Citi. He stated this several times for confirmation because I was doubtful. He also said the check would take 30-60 days to mail, which I find to be outrageous because I am losing out on interest this entire time.My other savings account has 5 % interest which, on the ~ {$18000.00} I deposited at CitiBank, would be earning {$75.00} per month. Now I am losing out on 4 months of interest. That is equal to about {$300.00}. To make up for my lost interest, I would like CitiBank to send me the full amount I deposited, the {$400.00} bonus promised, and {$300.00} to make up for lost interest. I would also like to access the account I created, or if they refuse to let me, then I would like all of the funds and the bonus IMMEADIATELY, not in 60 days. This is fraudulent behavior by CitiBank to lock up my money and no one should be banking with such a criminal institution.

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 monetary relief