Consumer complaint received 2024-03-05 00:00:00
Product: Checking or savings account — Savings account
Issue: Problem caused by your funds being low — Late or other fees
Company: CITIBANK, N.A.
State: NE

Complaint narrative:
On XX/XX/XXXX, I received a letter from Citibank regarding my Savings Account with them. This document stated that my SSN was incorrect and it needed to be corrected or I would begin receiving charges on this account from the IRS. The charges would be 24 % of my interest earned each month. I confirmed on the document that was sent that my social security number was indeed incorrect. The full number was typed. Citi sent me a W-9 form to fill out with the corrected information on it. I filled it out with the accurate, corrected information and mailed it back, as was instructed. Mailing that back was supposed to resolve the issue and the corrected social security number would be fixed on my account. 

I received another letter from Citibank at the end of XXXX stating that my document I sent in was rejected but no explanation as to why. At this time, they sent me another copy of the same W-9 form to fill out and send back. By this point, they had already begun withdrawing the 24 % withholding fee from my account. 

I called Citibank on XX/XX/XXXX and was informed that this issue was a typographical error on Citibank 's part ; they typed my SSN incorrectly. The customer service person I spoke with said she would be submitting the case on my behalf and to call back in 3-5 days. I was given a reference number for this call as well. She also informed me that Citibank would reimburse me for all fees withdrawn from my account for this issue, once it is resolved. 

I called Citibank once again on XX/XX/XXXX. I was informed that again, my documentation was rejected. I informed him that I have received two of these forms. He then informed me that I was not able to speak to anyone above him to resolve this issue. And that there was no phone number I could call for that type of assistance. And he would send me another form that I have to fill out and mail it back again that would arrive in 5-7 days. But it is not the W-9 form again. I did receive this and it was the same W-9 form and nothing else with it. I was told that once I fill this out and send back, the issue would be resolved for the SSN typographical error but I would need to contact the IRS to take up the issue with the fees and that Citi has nothing to do with it. Which is not accurate because it's my account that the IRS has access to for withdrawing. 

This whole situation has been very frustrating and I want it resolved because I'm not able to do it, apparently. I have no branches for Citi near me so I can't do anything more than make these phone calls and do what I'm asked. However, I've done all of it and I'm not getting anywhere. 

The worst part is that I have had a credit card through Citibank for 11 years and my SSN is correct on that account. The savings account that I am having issues with has been opened for several years. This was the first time I have ever been informed. 

Once this issue is resolved, I will be pulling my money out of my savings account ( a substantial amount, I might add ) and taking my it elsewhere. This is no way to conduct a financial business and I'm absolutely fed up.

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 monetary relief