Consumer complaint received 2025-08-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
This complaint is about Citi bank, Citi bank fraud department .Friday XX/XX/year>2025 my card was working completely fine XX/XX/XXXX. I went to use my card at XXXX. It didnt work. I use the mobile wallet it didnt work. I went on the mobile app for it to tell me that I need to call them which I did. I got transferred four different times. Ask the whole bunch of verification questions to get on the phone with someone that didnt help me at all barely had any feedback to provide me and put me on hold while I was on my lunch break to never come back to the phone which is over an hour. I am at XXXX  woman trying to get breakfast before work unable too, I used my whole lunch break over an hr to be on the phone with the 4th person to leave me on hold to never come back. I still havent eaten then. I get off of work at XXXX for them to transfer me to three different people again to tell me the department is closed that I need to speak to a young lady gave me a phone number saying the Department I need to speak to Call that number for it to not be the number to be transferred three more times For them to tell me that Department that I need to talk to is closed because its Sunday after calling them on the business days to be put on hold and the person to never come back to the phone. Again Im XXXX, have responsibilities and bills not to mention I have a child that starts school tomorrow XX/XX/year>2025 to still not have access to my funds and I need gas. Im being told that I need to call them Monday, which is gon na make my third phone call to this company, I work. Im a working woman just like anybody else that goes to work. They can not just get out of work and make a phone call and sit on the phone for hours which they have a bad habit of doing Very inconvenient.MY BIGGEST ISSUE IS THE FACT THAT I HAVENT RECEIVED ANY CORRESPONDENCE ANY ALERTS ANY EMAILS ANY TEXT MESSAGES IN REGARDS TO MY ACCOUNT about any fraud issues, I SPOKE TO TWO FRAUD PEOPLE THEY SO-CALLED REMOVE SOMETHING OFF MY ACCOUNT AND SAY I NEED TO SPEAK TO A THIRD DIFFERENT KIND OF FRAUD PERSON WHICH IM NOT UNDERSTANDING WHAT KIND OF BIG FRAUD THAT COULD BE ON MY ACCOUNT THAT THEY CANT CONFIRM WITH ME. and another thing why is Customer Service open 24 hours seven days a week but the fraud department is limited to the hours of being open when fraud is a persons main concern I dont see what anybody would call the bank three in the morning, XXXX in the XXXX  to customer service about unless theres suspicious activity or them needing to be able to use their account I myself work for the fraud department and were open on Sundays to be able to assist our clients I also bank XXXX who is fraud department is open at all times to their clients. This is very frustrating due to the fact that Im XXXX  I have priorities. I have a unborn in my stomach as well as a child starting in school tomorrow with my money being locked away with no understanding as to whats going on your customer fraud service agents are terrible at what they do mainly the guy that I spoke to that put me on hold because he told me that he cant tell me anything about my account. I dont think he really actually knew what he was doing. Im not a person to normally complain, but I cant get over this. This has me highly upset to know that I cant trust you people the minute I get access to my account. Im taking all my money out you guys bank and finding elsewhere to bank.

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