Consumer complaint received 2025-05-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
I have this checking account since XXXX  and its very healthy, meaning money is always coming every month. I never had any problems verifying myself. However, this past couple months I've been noticing an alert every time I access my citi online banking, saying that some information about me has been missing and outdated. They said to call the number provided and give them the reference ID provided with the alert. Following instructions I called the number and they asked to state my name birthday and last 4 of my social. I provided all that and gave them the reference number. He put me on a brief hold and when finally connected the response was very rude saying sorry we can't discuss the problem with your account because we can not verify you. I was really confused like being gaslight, so I did what I was asked to do and citibank can not help me to get my account up to date? Then I told them I did what was asked and put my time to call and you guys can not help me or at least let me know what I should do? He said you need to go to the branch and they should be able to help you verify. I was determined to get an answer and all I got was a person unwilling to help. I even asking to speak to a manager was denied for a reason that he can't verify me so nobody in there would be able to help me. Frustrated I find myself going to the branch and I stated the problem. The banker took a look at all my identification and had verify the fact that's me who owns the account but he said he need to contact the department in question because they're the one that need to lift the blockage alert. He also mentioned that they might need to speak to me about the updated income. I said fine by me. First they asked about my work status and I provided the answer then asking me about the wired money. I told him I've been getting wired money every month for more than 25 years from the same person. He said the problem was the amount of money and we suspect money laundering. I challenge him saying I've been getting wired money monthly from the same person for the past 25 years, it's the same amount and if it's more in the amount is based on my needs because I proposed it. As a customer based agent this provided information should be enough to verify me and take the alert out my account. But this agent doesn't stop there, he asked what do I use the money for when it was more than the usual amount. I said that's invasion of privacy and I wouldn't be comfortable of discussing on the telephone whilst if he wants to do the diligence he can just look at my account and see where the money is going since I didn't do any cash withdrawal at all. He's unhappy about what I have to say so he said maybe the branch can help you which clearly they can't. I asked to close my account but the branch said I can't because of this blockage. No resolutions for something so simple. Worst experience ever!

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