Consumer complaint received 2022-11-16
Company: CITIBANK, N.A.
State: CO
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
I opened a savings account online XX/XX/XXXX. Attempted to fund account with {$20000.00} at that time via ACH transfer from my checking account at XXXX Bank ( XXXX XXXX CO ). Called Citibank XX/XX/XXXX to see if transfer completed and whether my wife was listed as joint owner. Was told by Citibank representative my wife was not added to account and funds transfer did not go through. Checked with XXXX Bank on XX/XX/XXXX and was told the {$20000.00} would be transferred via XXXX on XX/XX/XXXX. Tried to put stop payment on transfer but was told by XXXX Bank it was not enough notice to do so. Immediately called Citibank and was told account was still open and would be funded and my wife could be added to account. Initiated three way call with Citibank rep and my wife to obtain information to add her to account. On XX/XX/XXXX I checked status of Citibank account online and surprised to see account had been closed by Citibank. Notified Citibank account closed and asked why. They informed me I had requested it be closed. This was not true. On XX/XX/XXXX our XXXX Bank account was XXXX XXXX to Citibank for {$20000.00} and since then I have contacted Citibank numerous times to request my funds be returned. I have talked to numerous individuals and supervisors and have been told numerous conflicting stories about if they have our funds, where the funds are located, and how to get the funds returned. We were first told since the account was closed, the money wouldn't even transfer, then they said they would have to hold it for 15 days, then it was 5 days, then they said it was sent to a branch - and there are no Citibank branches in Colorado. The majority of these individuals spoke very poor English and were poor communicators, and I was transferred over and over, sometimes even disconnected. I asked several times for instructions on what I needed to do to get my funds refunded. I was told that information would be emailed, but it never was. I can only call an XXXX number, and no one will give me a direct number to contact someone who can resolve this. I have only received one call from someone at Citibank to discuss this. I would estimate I've spent well over 30 hrs. on the phone trying to resolve this issue. On XXXX I received a voice mail from XXXX ( account supervisor Citibank ) that we needed to send a written request for return of the funds to a retail services operation in XXXX XXXX, TX. Written request was mailed via certified mail on XX/XX/XXXX to : Citibank, XXXX XXXX XXXX, RSO/BCS Mailroom, XXXX XXXX XXXX XXXX, XXXX XXXX, TX XXXX XXXX ( We have received the certified green card back but XXXX failed to complete the date delivered or person receiving the letter. ) It was also sent via XXXX  on XX/XX/XXXX and was received by Citibank on XX/XX/XXXX. On XX/XX/XXXX I contacted Citibank again via phone and spent almost 2 hours on the phone and was transferred 5 times. I finally spoke to an " retail unit account supervisor '' named XXXX and was told that they had not received my letter yet and were still waiting on the " back office '' to authorize release of the funds. Once approved, the funds will be mailed to me via XXXX XXXX XXXX. I have been told so many different stories, I don't know what to believe and have no faith the funds will actually be returned. It appears to me they are using my money to earn interest for Citibank while I am deprived of being able to invest it and earn interest as I had originally intended. They should return my funds, plus interest I would have earned, plus costs I have incurred to send certified mail and XXXX  correspondence. 
The savings account I attempted to open with Citibank is now closed and I have still not received my funds back! When will I receive them? Despite the fact Citibank says the account is closed, I have since received an ATM card and PIN numbers and other documents in the mail for the savings account. Citibank continues to verbally tell me the account is closed. 
I have had a credit card with Citibank for over 30 years and to say I'm extremely disappointed with the way I have been treated is an understatement. This has been extremely stressful on me and my family. The loss of {$20000.00} is a substantial thing for us.

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