Consumer complaint received 2022-05-20
Company: CITIBANK, N.A.
State: SC
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/2022, I received a call in regards to a personal loan that I applied for. In the days prior, I had submitted my information to several sites that were supposed to connect me to different lenders that would approve my request for a loan. The man I spoke to was XXXX XXXX, who said he represented XXXX XXXX Bank in Florida. He asked me verify the last 4 digits of my social security number and address. I was then told that I was approved for the loan, but because my credit score was XXXX points below what they require to process the loan, they would enroll me in a credit repair program and said that by them depositing money into my account and then withdrawing it, it would increase my credit score. When the funds were deposited into my account, I was asked to purchase a XXXX gift card for the amount and provide the card number, exp. date, and zip code. On XX/XX/2022, I was asked to do this again, but my card declined. I called Citibank and was put on hold for over an hour and when I finally spoke with someone, asked about the recent deposit and was told that the check was fraudulent and as a result, my account would be closed. Prior to the check being deposited, I had a balance of about {$2.00} and the previous day, I was asked by the loan company to withdraw {$130.00} of my own money to send to them as a symbol of good faith and that it would be returned to me, along with the personal loan on XX/XX/XXXX. Citibank said that I would receive a letter about my account closure and then hung up. On Monday, XX/XX/XXXX, I filed a report with the FTC for scam/fraud and identity theft. I also froze my credit reports and placed fraud alerts on each one. Today, on XX/XX/XXXX, I received an email from Citibank stating that my account, which has been closed, is overdrawn by {$2100.00}. I called Citibank three times. On the first call, the representative said he could not assist me if I didnt have my account number or debit card number, which at the time, I could not find or thought I had access to because my account is closed and Im not able to log into it. I had to dig through my emails and phone to find any of that information and was only able to locate the last 4 of the account number and debit card. When I called again, I was put on hold for over an hour and a half, and when someone from their fraud department answered, I was asked for my full name and then they hung up on me. I called Citibank again, explained to a representative what just happened & my reason for calling, and I was transferred back over to the fraud department. A lady answered, asked for my full name, and I provided the last 4 of my debit card. She put me on hold for a minute. I really could not hear her very well and asked several times if she would speak louder and to slow down her speech. When she returned, I couldnt really understand much of what she was saying, and she then hung up on me. 

I was not able to get any type of information about what is occurring & any liability I may or may not have in regards to all of these charges, and I also was not able to clarify or get information about a deposit from my job that posted to this account on XX/XX/XXXX. I have no idea if Citibank will apply this deposit to the negative balance on this account. When I spoke to my employer, they said they would issue pay card if the deposit bounces back, but Im concerned that Citibank will just apply it to this balance on a closed account. I need someone to intervene & at this point, Citibank is not helping me at all.

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