Consumer complaint received 2022-06-15
Company: CITIBANK, N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
In XXXX of 2022, I opened a new online account with Citibank and funded it by transferring a total of XXXX ( via ACH transfers ) from my savings account with XXXX XXXX and checking account with XXXX XXXX XXXX XXXX. Shortly after the money was in the account, Citibank froze my account and notified me via email that the account was going to be closed. They stated that I violated one of the terms in the client manual. I called customer service and asked for an explanation of why the account was closed ; they would not tell me what term I violated. They said that I would be receiving a letter in the mail, that would tell me why my account was closed and that they would send the money back to me in 30-60 days. 





Nearly a month after receiving the email, ( early in XX/XX/2022 ) I received a cashiers check in the mail from Citibank for the sum of only XXXX. I called to see where the rest of the money was and to explain that I still hadnt received a letter. I was told I needed to be patient and that they couldnt tell me anymore than that. It has been more than 60 days since I received the XXXX and nearly 90 days since my account was frozen. The remaining XXXX has not been returned to me. I still have not received the letter that I was promised. I have called several times and they have refused to tell me anything. 

Note : Please see unreturned funds sent from XXXX. XXXX XXXX to CitiBank ( Found on attachments ) XXXX ... XXXX XXXX ... XXXX XXXX ... XXXX I went to the branch located at XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX ( the closest branch is 2+ hours from my house ) last week ( Tuesday XX/XX/XXXX ) to try and receive some help in the matter. I provided my ID ( so they could see it was me ) along with bank statements from the accounts the money was transferred from. I also showed them ACH trace numbers that XXXX XXXX XXXX XXXX provided me with when the money was transferred from XXXX XXXX to Citibank. The branch representative called customer service and again, customer service was not very helpful ( even though the branch representative told customer service that I was in the bank with proof that the money had not been returned ). They told the branch representative to tell me that the missing XXXX was sent back to where it came from and that was as much information as they would provide. I was told by the branch representative that customer service would reach out to me in 24-48 hours and provide a way for me to send them documents in order to prove where the money came from and that I have not yet received the money back. 



It has now been over a week and Citibank has not yet reached out to me. I have checked with XXXX XXXX XXXX XXXX and confirmed that they have not received anything on my behalf from Citibank. Citibank will not tell me how ( IE, via check or ACH transfer ) and to where the money was returned. Citibank has an obligation to tell me where the money was sent without me having to hunt for it. This is banking negligence and malpractice at its finest. This money is large percentage of our ( my husband and I ) life savings and were getting to the point where we may have to make other arrangements to fulfill some of our obligations if this money is not returned in a timely manner. I'm also very upset about being kept in the dark about everything. It would be one thing for them to tell me what's going on and this is when you should expect your money back. However, they are causing me much unnecessary stress and anguish over the uncertainty of what's going on and when/how/if I'm going to get the money returned. Please tell me where it was sent, how it was sent and what my expectations should be. Citibank needs to know that they have caused undue stress in my life and have made me lose confidence in banking in general.

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