Checking or savings account -- Managing an account -- Complaint #8754363
Complaint Overview
Complaint ID: 8754363
Company: Citibank, N.A.
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing account
State: Florida
ZIP Code: 32003
Date Received: 2024-04-11T12:00:00-05:00
Date Sent to Company: 2024-04-11T12:00:00-05:00
Company Response: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I have been a Citi banking customer for at least 4 years and a Citi credit card customer since XXXX. As of XX/XX/XXXX I had over {$190000.00} on deposit between a Citi banking account and linked savings account. On XX/XX/XXXX I went to a local XXXX XXXX to switch to them as my cell phone provider. My phone number remained the same with the new provider. A few hours after switching providers, I attempted to log in to my credit card account on the Citi mobile app. After inputting my password I was brought to a screen which told me to call XXXX for a one-time access code. I thought it was strange because at this point I usually am able to have an access code texted to my cell phone, but I assumed Citi must be having technical difficulties. I called the number and instead of being given a one-time access code, I was told that because I " ported '' my number that I would not be able to log into my account. I asked how I could restore my access and they said that there was nothing I could do and that I would have to wait for " the process to be completed '' in order to log in again. Later, I was told that in 24-48 hours my access would be restored. It has since been 48 hours since I switched cell phone providers and I still have no online access which prevents me from completing many transactions, including wire transfers etc. ( I called again on XX/XX/XXXX and was still denied access. ) Understandably I have been very upset as that amount is virtually my life savings and it has caused a lot of XXXX not being able to view any transactions into or out of my accounts. I no longer wish to bank with Citi and I have since initiated ACH debits to transfer the majority of my funds to my other bank accounts ( which has been very difficult since I can not view any transactions online ). Customer service has been extremely rude/secretive and treated me like a criminal simply because I switched cell phone providers. I was able to verify my identity with ATM card number, PIN number, SSN, security passcode, etc. but apparently none of that matters. There is some mysterious " process '' that needs to be completed on Citi 's end but I can only guess what that might be because I am fully receiving all text messages to my usual phone number including from other banking institutions. I have an excellent credit score, perfect payment history, no history of overdrafts etc. and yet Citi has locked me out of all 3 of my accounts with them ( savings, checking, and credit card ).
Frequently Asked Questions
What is Complaint #8754363 about?
Complaint #8754363 was filed against Citibank, N.A. regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2024-04-11T12:00:00-05:00.
How did Citibank, N.A. respond to this complaint?
The company responded with: "Closed with non-monetary relief". 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.