Consumer complaint received 2023-11-20
Company: CITIBANK, N.A.
State: NY
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
my low rate on my credit card advance ended on XX/XX/2023 so i decided to pay off the whole balance of my citibank credit card i went to their site ... and used my checking account money at chase to pay the full balance on the XXXX of XX/XX/2023 i used a direct fed wire from the number one bank to the number two bank in america using american dollar bills a week later no money in my checking account but none in my credit card either .... 
i called many times over the next few days and was told... please be patient... it is a process and it can take up to 21 days to pay off a credit card i explained many times i used cash money ... and a fed direct wire to make sure it would go through quickly and easily citbank management told me sometimes they have to review larger cash deposits to make sure the sending bank is still in business so i ask you think the largest bank in america that i used for 27 years went out of business the day i send you money ..???? 

they said it is for my own protection .... really???? how is that???? i am out XXXX of my money and can not use it ... .or find it .... and you have it ... and will not post it for my own protection??? 

i was told be patient it can only take 21 days maxiumum to review and certify the deposit i said i thought fed wires were almost instant... .why 21 days .... that is when they hung on me i thought it was a great question as i never heard of this happening i waited a few more days hoping this would finally be finished ... .i was wrong i was put on hold 3 hours to get a manager .... they read the same script ... .i need to be patient while they review the payment and make sure it is ok... .. might take a total of 21 days and it is all for my protection i was tired of this by now .... its my money... i worked hard for it ... where the XXXX is it and why is cash not good anymore in america .... well they also hung up on me i do not feel i need to wait any longer .... i used seasoned cash money from america in an american bank to pay off another american bank both located here in nyc i did not use a check or borrow from another credit card ... ..was pure cash sent throug a wire and now 10 days later no one at citibank wants to even try to explain why this is happening to me... 

i feel i am being disgarded and mistreated and it is wrong ..... 

my credit score was not increased as the deposit is still in limbo affecting my credit history since i can not make any payments on a fully paid off card my score will surely go lower as i do not make payments i was escalated to citibank complaint dept and was told this happens all the time where the bank wants to make sure transactions are real again never heard of this ... and not happy if this is the new america... i do not trust banks anymore and will be closing everything at citibank i would like to pay off the other loans but i will only lose more money ... so there goes my credit scores... 

i think this is criminal and or fraud and want the dept of finance to investigate... .also to listen to the many recorded phone calls where they say they can not release any info to me... .the card holder and the payer .... 

imagine this happened to you ... .and you needed money that you have but can not find for 21 days for no reason someone should tell americans that they american cash dollars are suddenly possibly not good big banks are getting away with robbery XXXX XXXX XXXX XXXX XXXX ....

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