Consumer complaint received 2024-06-18 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
Several weeks ago, I tried logging into the citi mobile app for which I have biometrics access but was required to enter my password, which I understand happens from time to time. I must have miskeyed my password so I keyed " forgot password '' to reset it and start over with a new one - I would get a request for my fingerprint, which I would use, then it said " do you want to reset your account password with Citi trusted identity? '' and I would click yes, it would ask for my fingerprint then the screen would flash and I would be back at the login page to start again. I tried accessing my account from a desktop but couldn't because it was locked. I have a credit card and a high yield savings account with Citi. I tied both accounts to my XXXXXXXX XXXX account which is my primary and I used to be able to transfer money from that savings and have my auto payments for my credit card also set up. I cut up my credit card because I used it for some XXXX finance charge benefits but didn't want to keep using it - I also didn't want a debit card for that savings account so I cut that up because I could transfer money online. But now that i can't get into the app, I don't know what to do - everything is in the app - my statements, my account information, everything and without a card number, I can't even reset anything. So I called and requested a replacement credit card - thinking I could use that once activated to reset my password, but no - account still shows locked and now it says that my information isn't correct- which I know is wrong since I know my birthday and I'm staring at the card as I type the number and CVV. I just want access to the mobile app like I used to - biometrics seemed the safest so I'm not sure why it's not working. I've called several times and although the reps are helpful their hands are tied to help me- the last young man suggested I go to a branch but I live in Texas and apparently all branches in Texas are closed. I am taking a trip to XXXX XXXX this weekend for a wedding so I looked there but they also have no branches- seems like everything is in the northeast. I am happy to give them whatever they need to verify me but I can't ever speak to anyone who can verify me because they're not allowed to have that information - I don't know what else to do but at this point I just want to close my savings account and get access to my mobile app again so I can maintain my payments to my credit card. I am a well educated person, I have tried everything so this is my last resort hoping that they will give me an option to verify who I am without having to travel to New York from Texas or send my private information to some address where i can " hope '' someone takes pity on me and helps me. I don't know how they can operate this way- never had any problems with them but omg not having access to the mobile app gives me no access to my money and XXXX forbid I had no way of making my payments that would cause me more problems. Please help.

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