Consumer complaint received 2023-04-19
Company: CITIBANK, N.A.
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On XX/XX/XXXX I opened a new account with Citi bank after receiving a solicitation from them to do so. I funded the account with {$5000.00} from my own XXXX XXXX account, and my fiance funded with {$50000.00} from her own account. This was going to be a joint account for our wedding and upcoming down payment for a house. This was done via online transfer from XXXX XXXX. 
Because we funded the account from a different person 's outside account ( my fiance 's ), Citi flagged the transaction as fraud and closed the account. 
When I called Citi bank they told me it would take 30-60 days to close the account and return our funds. Once that happens they will return the money to our accounts. All efforts to expedite the process were fruitless. 
I called several more times during the 60 days and the account had not been closed. When I asked to talk to a supervisor they said one would call me back within 48 hours and no one ever did. 
On XX/XX/XXXX called and account was still not closed. Was told the account would be closed immediately and I would receive a check for my funds ( XXXX ) within 10 business days. 
Regarding the XXXX of fiance 's money, Citi told us to visit a branch to return the funds- closest branch is about XXXX hours away from us so I asked for other options. After a few hours on the phone, Citi said they would return fiance 's money to the original XXXX XXXX account within 5-10 business days. 
XX/XX/XXXX neither have received the money. Pursuing their original instructions to visit a branch, I called a Citi physical branch and they said that this absolutely can not be handled at the branch level and can only be handled by the fraud department. 
XX/XX/XXXX called Citi. The account was closed XX/XX/XXXX and the XXXX would be returned immediately. I would have a check within 5 business days. 
Regarding the XXXX - we need to file a claim with XXXX XXXX and they will recover the money in a bank-to-bank process. They would not provide any additional information ( contact information, what information XXXX XXXX needs to provide, etc ). Contacted XXXX XXXX and they are not able to file a claim/dispute in regards to an online transfer ( disputes are for point of sale transactions ). 
XX/XX/XXXX called Citi. Regarding the XXXX - the account was closed XX/XX/XXXX and they will send me a check within 30 days. 
Regarding the XXXX - They say we need to file a claim with XXXX XXXX. I informed them XXXX XXXX can not file a claim on this transaction. They assured me that XXXX XXXX just needs to file a claim. I asked again for any contact information so XXXX XXXX can contact them directly- they provided the general customer service number for Citi. 

At this point I don't believe they will follow through on anything, since I get a different answer every time I talk to them. This is almost all of our savings, and I am worried that we will never get it back - it has been 125 days since they decided to close the account. We are getting married this year and hoping to buy a house- we need this money back to do so. Please help! 

I ( or my finace ) can provide any additional information that you require

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