Consumer complaint received 2020-04-12
Company: CITIBANK, N.A.
State: WA
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On XX/XX/2020 I called Citibank requesting that my accounts be closed and a check mailed to me. I had a checking account and a savings account ; the checking account had {$500.00} and the savings account had {$9900.00}, for a total of {$10000.00}. Agent " XXXX '' told me that he would close the accounts and have a check mailed to me. He also told me that he would be blocking my debit card and online access so I would need to call for further assistance. 
When I had not yet received the check by XX/XX/XXXX, I called back and was told that the check had been mailed on XX/XX/XXXX and to please wait until XX/XX/XXXX. 
After not receiving the check by XX/XX/XXXX, I called Citibank again and was told that an investigation had been submitted and that I would have a check within 5-7 business days. When I had not received the check by XX/XX/XXXX I called Citibank yet again ; the agent I spoke with that time prioritized my call and brought in a supervisor named " XXXX. '' I was told that the stop & reissue was done on the XX/XX/XXXX ( or XX/XX/XXXX ) and was told to wait one more day until XX/XX/XXXX, to call back if I hadn't received the check, and to ask that my call be prioritized to a supervisor and that they would request that the check be overnighted to me. 
After not receiving the check on XX/XX/XXXX, I called yet again, asked to have my call prioritized to a supervisor, and when I spoke with the supervisor and explained the situation I requested that the check be reissued and sent by overnight delivery. The supervisor I spoke with told me that he could request the check be sent by XXXX-XXXX but that the request might not be granted, and that it could take 7-10 business days to receive the check. 
XX/XX/XXXX I called Citibank again ( 6th time, and 5th time since my original call ) to check on the status of the check and request a tracking number. Again I asked to have my call escalated to a supervisor, and this time I spoke with XXXX. XXXX said that the check was reissued on XX/XX/XXXX and generated on XX/XX/XXXX. He said that there was no tracking number. He said he would follow up to see where were at, confirm that the check was mailed to my address, and would call me back on Saturday ( today, XX/XX/XXXX ). It is now almost XXXX on Saturday and I have not received a return phone call from XXXX. 
Today is XX/XX/2020 47 days since I first requested that my account be closed, and I have not yet received my funds. I regret that it has come to having to file a complaint, but I am making no progress trying to deal with Citibank directly. Each time I speak with them it is the exact same promise over and over. It makes no sense to continue trying to dealing with Citibank directly when there has been no progress, and no flexibility or creativity on the part of Citibank to offer alternative solutions. I feel Ive been extremely patient with Citibank. Now Im out of options. 
Each time I called Citibank and spoke to someone, they asked me to verify my address, and each time they confirmed the address they told me was the one they had on file. And, I have subsequently received a statement from Citibank showing " Withdrawals '' and {$0.00} balances. I know they have my address. I dont know why they cant get a check to me. I begin to think that they havent even mailed it.

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 monetary relief