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To Whom It May Concern,
My name is Polly Montano and I have an account with Citibank, I merely have a checking account currently. Before I give my grievance, I wish to give you some background information. I chose Citibank to begin my Retirment plans for the very near future financial support. I have researched several banks and appreciated the accounts and support systems offered by Citibank. I am soon retiring and beginning to deposit funds as they come in. With that said to finish my last project I have had some last finances needed to go out to pay out the last of my project needs.
I understand clearly the need to have security measures in place to protect my finances. However, with some transactions I have had a GREAT deal of problems getting funds out to succeed at moving forward with my retirement. My complaint is one of recent, on September 27, 2023, I transferred $20,000.00 to my account. On October 02,2023, I called Citibank online wire department to let them know I would be sending out a large wire with all of the information necessary to assure the fraud department would be informed. Because of the problems of sending other wires, I felt it necessary to inform the bank of any transaction before making it to assure there would be documentation available to communicate my intention. On October 2, 2023, I sent an online wire of $14,000.00 and on October 3, 2023, I received an email indicating my account was restricted and I was required to call the Fraud Department, which I did. I spoke to Jerry at 10:30 AM answered all of the questions, provided all the information requested. Jerry was unable to complete the release of my funds and lift the restriction and recommended to call again later to attempt to once again lift the restrictions. Jerry was amenable and quite courteous. At 12:10 PM, I called again, went through all the formalities and was transferred to the fraud department once again now speaking to Hazel. Hazel could not go any further than Jerry did and transferred me to Joy. Hazel was accommodating and pleasant. It's now 12:30 PM, Joy comes on the phone after a fairly lengthy wait. Joy is not as nice as the other bankers spoken to nor could I understand her. Joy goes through the same process the other representative did and still was not satisfied despite correctly answering all the questions and redundantly giving my demographics. Joy attempts to call my phone on a call back system, which i do not have on my phone. The area I am is quite remote and Verizon does not offer call back in this area. Despite attempting to explain to Joy this, she stated because she could not call me on the call back system, she could not release my account and rudely hung up on me. 10 minutes later I call back again and this time two transfers later and another 20 minutes on hold I am serviced by John. Same process, same rendition, phone calls as well same results and transferred to another representative, another female whom I failed to get her name, does the same thing Joy did and rudely hangs up without cordialities. I give up at this point, not knowing what I can do to get my account and funds released. I am told I would have to have another phone number to validate my identity. My phone number on record is not valid and cannot be used. At 20:55 same day, I call again... I speak to Ella and give her my son's phone number. Once again, she cannot help me and sends me to another Jerry, going through the same process again, he attempts to call me despite an explanation not having call waiting, he cannot verify me and sends me on to Albert. Albert does all the same as the others and says to me because he cannot make the required call, I will have to touch base with my mobile phone provider to have the messaging service stopped and then call back for them to call me on call waiting?
On October 4, 2023, I call again and speak to Juan. Of course, he cannot help me and sends me to the Supervisor Jane. Jane basically completed the same actions of ALL the other representatives and providing two phone numbers of family members that according to the representative were not valid numbers. The end result because of not having call waiting and according to the representatives my phone numbers were not valid to validate my identity my account would remain restricted. I would receive a letter in the mail five to seven days with instructions and a code. Once received I would be expected to call in again with the information to get my account released. Jane was stern and not easily to discuss anything about my account or my identity. When she completed her explanation like the others she rudely hung up. This was an ugly experience. But what's far worse, my account held every penny I had. I did not have enough groceries to feed my family for the week waiting for the letter. I reiterate I understand the security approach to protect my account; however, not at the expense of causing suffering for my family or me.
Because of this experience, I will be closing my account. I am sure my pittance of funds and the loss of one customer makes no difference to Citibank. I am sure nothing will be done to improve the fraud process and customer service.
Polly Montano
