Consumer complaint received 2022-05-04 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
On XX/XX/XXXX I opened a checking account with Citi online I received confirmation that the account was active and an email confirming that a bank card was being mailed On XX/XX/XXXX I received an email stating that my account will be closed in 60 days I contacted the company directly with the customer service number and was advised by an outsourced representative who is out of the country that my account was deemed fraudulent No one with citi will advise or provide details on what the alleged fraud is I have gone above and beyond to provide them with every piece of identifying information I own This includes my drivers license Social Security number Social Security card Medicare card tax forms birth certificate vehicle registrations work ID and even my high school diploma from 1994 No one from this so called outsourced fraud department will speak to me or provide me any information This company has discriminated against me misgendered me deliberately hung up on me rejected my phone calls these outsource offshore representative have demanded personal information which includes my full Social Security number my date of birth and other personal information that they should never be asking for These are non US citizens outsourced as customer service representatives who likely have not been screened properly and Who provide fraudulent names when you speak to them On Monday XX/XX/XXXX I contacted the XXXX XXXX branch and spoke with the branch manager XXXX XXXX The manager informed me that she would contact the fraud department directly and if possible she would remove the block on my account herself I emailed her with all of my identifying information which again includes Social Security card drivers license work ID birth certificate and all of the items stated above She stated that she would return to her office on XX/XX/XXXX at XXXX AM and provide me with a response I literally called this branch manager XXXX times and left her over 25 emails to where she is knowingly and intentionally refusing to communicate I have even provided my employer information point of contact to confirm my identity and the fact that I have requested even to have my direct deposit sent to this new Citibank account Im giving them everything possible to confirm my identity and they have rejected and refused to speak with me I have over XXXX that I transferred from my XXXXl XXXX account into this new Citibank checking account My assets have been frozen and they refuse to provide me with access to my own funds They are refusing to provide me with my own money which came from my checking account with my name and personal information on it I have confirm my identity by providing them even with credit card statements from Citibank I am an already existing customer with citi and they have rejected even the credit card information that I provided them as evidence and proof of identity They are unlawfully holding my money denying me access to any of my funds Adding to this no one from the company will speak to me There are absolutely no branches in the state that I am currently in for a period of XXXX months I can not go to a branch and speak to a person face to face I have offered zoom calls and any information that would be required to prove my identity Again they will not communicate with me and they are unlawfully holding my money by deliberately depriving me of my own funds I can not buy groceries purchase medications see my personal physicians and neurologist I can not provide funds for transportation or fuel This is a dire situation to where it has affected not only my mental but physical health They are making me physically ill because I can not access my own funds and even get my own medication I have demanded for Citibank its fraud department and the branch manager with the XXXX XXXX location to communicate with me They are aware that I have filed federal complaints and have intentions of pursuing this bank in civil litigation They are refusing all communication and they are unlawfully holding my money They are knowingly and intentionally and unnecessarily causing extreme mental and physical anguish. 

They have now closed my credit card account that was in good standings. I was a long term customer, who just had a credit increase with their own company. They close this credit card out of retaliatory actions. This company initiated criminal acts of fraud against me. They slandered my good name by saying I committed fraud by opening up the checking account when I prove precisely who I was and what my address was. This company discriminated, chose to retaliate against me by closing an account that was in good standings. They have now affecting my credit. In the past three weeks, I have lost XXXX points on my credit. I have made multiple calls and file complaints on a federal level against this company and they refused to communicate

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