Consumer complaint received 2025-07-29 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 opened my checking and savings account with Citibank on XX/XX/scrub> 2025. To begin with was very difficult to fund my account. I tried adding funds via two different bank accounts and finally through their XXXX  was able to make my deposit. 2 Days later all attempting to transfer funds to my other bank account so that it could be used, suddenly my account was blocked. I called the number and provided on screen from my Citibank app, which I had to be on hold for 3 hours before speaking to someone, and when I finally was able to speak to a representative no information was given to me as to why my account was closed and it took nearly half an hour just to find out how long it would be closed. On XX/XX/XXXX I regained access to my account and again attempted to make a transaction. The same account access blocked prompt appear on the screen. I called again and when I finally got to speak to someone that verifying information they asked of me was the number on the debit card that I had not received yet. Several times they asked me for this information knowing that I did not have it telling me that was the only possible way to access my account information. After an hour of them telling me that they would not grant me any information about my account I finally had to hang up and go back the next day. XX/XX/XXXX I got home at approximately XXXXXXXX XXXX. and my new debit card had arrived I attempted to activate my card going through the process indicated in the information provided with the card and still no access to my account. They transferred me to their security and supervisor who seemed reluctant to give me any information as well. At this time I had my account numbers my card number both of which they required for identification verification, and also my social security number. The only answer they would provide me with was that all accounts opened from the date of the XXXX we're having some sort of fraud issue. The security supervisor that I spoke to this time and for me that all of the incidences have been cleared and they had to email someone who would not tell me who they were so that my access would be granted. I asked how long it would take and their response was 24 hours. I asked several times and several different ways when did the 24-hour period start. They could not give any answer to that the response was another repeated statement about them sending an email somewhere. During this period I had become delinquent my payment due to my access being denied to my account. They offered no solution or resolution to the and seemed increasingly eager to get off the phone. Each time I have been on the phone with one of the representatives I haven't treated as though I was the criminal. They were very disrespectful gave very little information if any and when I finally had enough of what seemed like a scam, due to the laughter the background and the lack of professional verbiage, I asked them one last time can I have access to my account now. The response was '' thank you for calling Citibank have a great day. '' And the call is disconnected.

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