Consumer complaint received 2021-11-10
Company: CITIBANK, N.A.
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
Since I started my first job at my XXXX as a XXXX XXXX, Ive wanted to open an account for my salary deposits. I chose to open a Citibank account online because there are no Citibank branch locations in my state. They also had an offer on their website to receive {$300.00} when customers opened the Citibank package ( checking and saving account ) along with a XXXX transfer to the new account. 

I opened my account at the end of XX/XX/2021 and asked my husband to transfer XXXX from his XXXX account to meet the above criteria. However, my new account was blocked due to fraudulent activity. I spoke to customer service explaining the offer on the website and they re-opened my account. Later, I started receiving my salary into the account. 1.5 months into the account, I receive a deduction of XXXX $ from Citibank. On contacting customer service once again, they stated that the account should have a minimum balance of XXXX to avoid the XXXX $ fees. Again, I had my husband do 2 XXXX transfers of {$1500.00} each ( total XXXX ) to meet the XXXX requirement along with my salary ( direct and mobile deposits ) in the account. Eventually, the account reached a balance of {$12000.00} with steady bi-weekly direct deposits from my institution. 

On the first week of XX/XX/2021, I was not able to log in to my account from my mobile app. On contacting customer service once again, they stated my account was blocked and is now up for closure. I had to call several times and speak to 7-10 different customer representatives who later informed me that the account is being closed due to recurring direct deposits from an institution. On explaining that the recurrent deposit was from the hospital that I am currently working for, the customer representative stated that there was nothing they could do at this time and to wait for 30-60 days after account closure to receive a {$12000.00} balance check by mail. 

Ever since Ive been calling Citibank for the past 30-60 days with no definitive answer as to where my funds are. Also, Ive not received any email or physical mail stating that my account is closed and the reason for the closure. When I call, Ive received responses like We have no reason for the closure of your account but youre not eligible for any refunds, Wait for 30-60 days and you will receive a check, The check is already issued and we are not sure why it has not been sent to your mail, We can not do any refunds at this time, The check is not yet issued but were not sure why your account has no balance anymore and so on. When asked for an email address, Citibank employees do not provide any stating that, we have no email that customers can contact us at. Ive also tried to call the nearest Citibank branch and they stated, Since this account is already closed, there is nothing much we can do. I recommend you contact our customer service representative. Every time I ask for any proof including but not limited to Case ID, email address, Supervisor, Backoffice number and so on, Im told that they can not provide that information due to company policy. 

At this time, Ive no written letter from Citibank stating the reason for my account closure or for not providing my balance amount. Ive spoken to almost 30-40 customer representatives and havent received a satisfactory response. 

As mentioned before, I am a XXXX, working long hours in this COVID-19 pandemic to save lives. My job has already been very stressful and Citibank closed my account overnight without providing a reason or refunds, with no money to pay my rent or buy groceries. I request you to please look into this matter and help me get my money back from Citibank. This is my first job after XXXX XXXX and my first bank account ever. {$12000.00} is my hard-earned money and I can not let it go. I need to pay my bills and my entire account is closed with a {$0.00} balance and no one from Citibank telling me what happened to my money. 

Attached are the following proofs regarding {$12000.00} belonging to me and that Citibank has no right to make decisions on my behalf All Bank Account statements to date since the account was closed. 
Screenshots of XXXX XXXX transfer from my husbands XXXX account Letter from my employer to verify I work there and direct deposits of my salary into the account. 
Copy of my Drivers License for identification Copy of my Void check Please let me know if you have any questions or require any additional information

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