Checking or savings account -- Managing an account -- Complaint #5399206
Complaint Overview
Complaint ID: 5399206
Company: Citibank, N.A.
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing account
State: California
ZIP Code: 94513
Date Received: 2022-04-02T12:00:00-05:00
Date Sent to Company: 2022-04-02T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/2022, I successfully opened a Citi Priority account online due to receiving a personalized ad from Citibank offering {$1500.00} bonus for opening account and funding the account with {$200000.00}. I was successfully able to fund the account from my XXXX XXXX account and Citibank did not require any further verification of identity in order to successfully open and fund the account at that time. By XX/XX/XXXX, the I could see online that my funds became available on my mobile app and web browser. On XX/XX/XXXX, I received a letter from Citibank dated XX/XX/XXXX stating Citibank Fraud Prevention was not able to verify recent activity on my Citibank account and asked to speak to me directly by called the provided number XXXX options 2, 5. When I called this number, the representatives I spoke with were very difficult to understand and sounded as if they operated overseas. After asking all verification questions to access my account they then proceeded to tell me that the account could not be verified and abruptly hung up. This occurred repeatedly between the dates XX/XX/XXXX to XX/XX/XXXX. On XX/XX/XXXX, I drove to the closest Citibank Branch and asked to speak with the branch manager to see if he could assist me with accessing my account. I was asked to present my California 's Drivers License, and Citibank Debit card matching my account, which I did. The branch manager then called the same phone number XXXX and let the fraud prevention team know I was trying to access my account and that he had verified my identity by my California 's Drivers License and Citibank Debit card. However despite all of this, Citibank was unable to verify my identity and could not remove the block on my account. On XX/XX/XXXX, I visited the Citibank Branch again and spoke with the branch manager, XXXX XXXX. After speaking with the fraud prevention team supervisor on the phone, Citibank announced that they were closing my account on the phone. However, I have not received any letter or written documentation stating this. Citibank is also unwilling/unable to provide any documentation or letter stating that they are closing my account. They keep saying that they are going to close my account within 30-60 days but they can not provide concrete dates of when my account would be closed and when the 30-60 day time period would start or end for me to receive a check in the mail.
Frequently Asked Questions
What is Complaint #5399206 about?
Complaint #5399206 was filed against Citibank, N.A. regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2022-04-02T12:00:00-05:00.
How did Citibank, N.A. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Citibank, N.A.?
Yes, visit the Citibank, N.A. company profile at readthecomplaint.com/company/citibank-n-a to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.