Thread by @saletan

Do you have a @Citibank account?

If so, I strongly recommend that you find an alternative. Citibank has procedures that will lock you out of all your accounts without consultation — and will bar you from regaining access for 45 days, even if you show up in person with ID. (1/9)

This happened to my son. He went to another US city and tried to use his debit card. Card was declined, account was blocked.

This happens. But what happened next was Kafkaesque: @Citibank refused to accept any method of proving his identity, including showing up in person. (2/9)

His first notice wasn't a text or email alerting him to fraud. It was an email announcing that all his accounts were blocked, immediately, and would automatically close, so he had no access to any funds.

Since he was traveling and was relying on @Citibank, he was screwed. (3/9)

He phoned every number they provided on the email and on his card. He gave his SSN and other identifying info. They refused to restore his access.

They asked for another number; he gave it to them. They sent him a security code; he read it back to them. They still refused. (4/9)

Friends floated him money so he could get by till he got home.

When he got home, he went to the branch where he had opened the account. They told him they were understaffed and couldn't restore his access. He'd have to wait a week for a letter mailed to his home address. (5/9)

He got an appointment at another branch. Brought his driver's license. The branch phoned @Citibank HQ. They *still* said they couldn't verify the account. They told him it would be reviewed within 48 hours.

Then, without consulting him further, they closed the account. (6/9)

Today he called and was told the account was closing. He asked whether he could do anything to stop the closure. They said no.

So my wife went to the branch with him and his ID. They still said they couldn't restore his access or stop the closure.

But wait, it gets worse. (7/9)

My wife said: Since you're closing the account, can we open a new account for him? And can we transfer his money to that account?

Answer: No. They won't release his money, or let him open a new account at all, for 45 days. Even when he's sitting there, in person, with ID. (8/9)

Summary:

1. Don't depend on @Citibank while traveling. If they block you, they may not let you back in, no matter who you call.

2. Always have a non-Citi account from which you can get 45 days worth of money if you need it. Showing up with ID won't restore access to your funds.

P.S. I know how annoying it is when people on Twitter complain about bad service by a company. I try to avoid it.

I made an exception this time because blocking bank customers from their money isn't just bad service. For people who have no access to other funds, it's disastrous.

Update: @AskCiti (customer service) offered to "look into this further for you."

We explained the story again. They refused to release the money or expedite the closure. They're keeping his money inaccessible for 30-60 days.

We're proceeding to @CFPB. Stay away from @Citibank.