Consumer complaint received 2024-08-25 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:
My name is XXXX XXXX and I havent had access to my bank since XX/XX/XXXX at XXXXXXXX XXXX and have been homeless since XX/XX/XXXX and have not been able to support my XXXX kids or myself. I had a mobile check in the amount of {$900.00}, a paycheck from XXXXXXXX XXXX  in the amount of {$900.00} and I had a balance of {$100.00} on XX/XX/XXXX. My check was deposited to my account XX/XX/XXXX and the refund check was deposited XX/XX/XXXX. As of XX/XX/XXXX, Theres a total available balance of {$1900.00} in my CitiBank account that theyre not letting me access. On XX/XX/XXXX, I received my security deposit refund back from XXXX XXXX XXXX for XXXX of their properties, XXXX XXXXXXXX at XXXX. The check was made out to myself and my significant other, XXXX XXXX, since we both applied to the apartments. The address listed on the check is XXXX moms address. I was told by XXXX XXXX at XXXX to provide an address they could mail the refund check to and since I became homeless that day, I could only provide XXXX moms address. I tried to mobile deposit the check on XX/XX/XXXX. I received the acceptance email of my mobile check from CitiBank on XX/XX/XXXX XXXX p.m. An hour later, I then received an email about availability delay for my mobile deposit. Within the delayed email, it says, There's been a delay in making the funds from this check available due to : We have confidential information indicating the check may not be paid. Your money will now be available on XXXX XXXX. On XX/XX/XXXX, I tried using my card and my transaction was declined. I called the customer service number, XXXX, on XX/XX/XXXX at XXXXXXXX XXXX about the decline and was told my account is under review due to the mobile check deposit. I was informed it would only take XXXX hours and XXXX receive access back to my account. I checked for access XX/XX/XXXX and no resolution. I called on XX/XX/XXXX at XXXXXXXX XXXXXXXX  and was told the same response And again on XX/XX/XXXX at XXXX a.m. and I was then told that the department I need to speak XXXX XXXX till XXXX and I was given the fraud departments number, XXXX ; option XXXX. I was also informed to wait to call back until XXXX since thatll be the end of the XXXX window. I called XXXX ; option XXXX, at XXXXXXXX XXXXXXXX and was told that my account was under review by their back office and there is nothing they could do to unblock my account. I then called back on XX/XX/XXXX at XXXX p.m., I then asked if I could speak with a supervisor and was told one was not on call, but I can leave my number for a call back. I left my number and received a call back from the number, XXXX, from supervisor, XXXX XXXX, on XX/XX/XXXX at XXXXXXXX XXXX XXXXXXXX told me my account was closing due to the third-party check on my account. But if I wanted to receive funds immediately due to my not having access to my account, to try and cash the check at a XXXXXXXX XXXX. I was also told that the mobile check nor my paycheck from XXXXXXXX XXXX was in my account. On just about every call, XXXX instructed to bring our IDs to a branch for verification and they could possibly speed up my process. XXXX located in Georgia and there arent any branches in Georgia. Or I could send a notarized letter to Citibank, bank by mail, XXXX XXXX XXXX XXXX XXXX tx XXXX, with XXXX mother stating that shes his mother and this is her address. On XX/XX/XXXX at XXXX XXXX I called the fraud department again and they told me my account was not closed and they were trying to help get the situation escalated so I could gain access. I then headed to XXXXXXXX XXXX  to try to cash the check like XXXX informed. Unfortunately, the bank couldnt locate the check in their system and hours were spent speaking with the bank teller and XXXXXXXX XXXX XXXX. I called the fraud department back on XX/XX/XXXX at XXXX p.m and this representative told me that if XXXXXXXX XXXX XXXX  called and confirmed the information on the check, it would help escalate and speed up the process. I reached out to XXXXXXXX XXXX XXXX relaying the message I received from Citibank. I called the fraud department on XX/XX/XXXX at XXXXXXXX XXXX just for confirmation if someone has called from XXXXXXXX XXXX XXXX. I only wanted to speak with the supervisor at this point and was placed on hold without anyone coming back. I then called back on XX/XX/XXXX at XXXXXXXX XXXX and I was being mocked by Citibank at this point and I knew I was never going to receive any help. Being a single mother who lives paycheck to paycheck, and is now homeless due to the new management at The XXXX at XXXX, has made me feel completely helpless and worthless to my XXXX kids. This has been the scariest thing Ive ever experienced. I need so much help and I do not know what to do. May someone please help me? I, XXXX XXXX, give my full consent to this company to receive or request the recorded line of the phone calls made to Citibank from XXXX XXXX. My number is XXXX. My email address is XXXX. I have no physical address to provide unless it is where my kids and I decide to stay that night.

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