Consumer complaint received 2020-08-13
Company: CITIBANK, N.A.
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
To whom it may concern : We are XXXX  ( Solicitor in XXXX ) Lawyer 's office named XXXX XXXX XXXX in XXXX, XXXX. Please visit our website to know more about us at XXXX XXXX XXXX I'm one of the staffers of the office. My name is Mr. XXXX XXXX. I'm in charge of overseas matters. 
I'm writing this inquiry to you on behalf of our office 's representative Mr. XXXX XXXX. He is a qualified XXXX XXXX certified by the Minister of Justice in XXXX. 

One of our male clients has requested us to close a bank account of Citibank ( XXXX XXXX Texas ). The account holder is his oldest daughter who has already passed away. So we would like to know whether you could help us close the bank account and transfer the money to the designated bank account in XXXX. 

Here is the thing. The male client, MrXXXX XXXX XXXX, is a father of his decedent oldest daughter, Ms. XXXX XXXX, who is also the account holder. Along with her death, we have started the inheritance procedure for her. Since the decedent Ms. XXXX XXXX is a XXXX nationality, her heirs shall be determined in accordance with XXXX Civil Code. And now, the XXXX family court has ordered Mr. XXXX XXXX of her father to acquire her bank account as her heir. 

What I mentioned above has already seemed to been transmitted to Mr. XXXX XXXX of Branch and Client Services who is charge of this matter in Citibank XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX because I have already sent a couple of letters to him and received summary portion of the statement of the account owned by the decedent Ms. XXXX XXXX. 

I have asked Mr. XXXX XXXX a couple of times in my letters to close the bank account owned by the decedent Ms. XXXX XXXX, but no contact I received from him no matter how long I had waited for. So I have tried calling the customer service center a couple of times, but the operator just kept insisting that they didnt know how to close customers account. 

So Mr. XXXX XXXX is very much concerned whether the closure of his decedent daughters account can be really realized and often asks us the state of progress via email. However, we are at a loss to be able to answer nothing because no information is available from Mr. XXXX XXXX just send us summary portion of the statement. 

Mr. XXXX XXXX says in his letter that Mr. XXXX XXXX should call XXXX Customer Service, but I dont think he can do because of time difference between the U.S. and XXXX. That forces Mr. XXXX XXXX who is in his late XXXX to sit up late during the night to call CitiPhone Customer Service that can be just a burden on him. 

Mr. XXXX XXXX do wants to close his daughters account as soon as possible and transfer the money to the designated bank account in XXXX. 

We would really like you to help us realize his request. 

For your reference, please find the attached copies of a letter from Mr. XXXX XXXX, certified family register of XXXX family and its English translation, originals of the latest summary portion of the statement from XX/XX/XXXX to XX/XX/XXXX as PDF files sent from Mr. XXXX XXXX to me and copies of Adjudication Cases Regarding the Division of Estate or Petition Case For Division of Inherited Property Adjudication issued by the XXXX Family Court XXXX branch in XXXX on XX/XX/XXXX. The XXXX Family Court XXXX branch has jurisdiction in which there was a probate proceeding over the decedent that determined the heirs of the decedent. 

We look forward to your reply soon. 

Sincerely, 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