Consumer complaint received 2023-01-20
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
At the end of XX/XX/XXXX, I saw Citibank 's new account promotion, " Deposit and maintain a balance of at least {$75000.00} : {$1000.00} cash bonus, '' and decided to use it. I opened an account and transferred XXXX from a XXXX XXXX checking account that my husband and I are using jointly as our main checking account. When I tried to check if the money had reached the Citibank, I discovered that I couldn't log in. I called Citibank customer service and was referred to your fraud prevention department ( XXXX option XXXX ). I called them, and my nightmare began. 

Most of the representatives I talked to at that number had a very heavy accent. So much so that I couldn't understand half the words they were saying, but the worst part is that they didn't understand my words. I was advised that my account is marked for closure because of a " third party transaction. '' I tried to explain that I transferred the money from my joint account with my husband. We even pay our joint citi credit card from the same account every month for 6 years. It led nowhere. 

The first representative advised me to contact my XXXX XXXX bank and reverse the transaction. I did, which turned out to be completely wrong advice because XXXX XXXX determined that it was a legit transfer, not a fraudulent one, which they couldn't reverse. 

I contacted the Citibank fraud prevention department again and tried to reach a supervisor. I've been promised a call in 48 hours. For XXXX days, I feared putting down my phone. I even showered with my phone so as not to miss the call. Nobody bothered to call. 

Then I called again and was advised that I needed to go to the local branch with my husband and submit paper proof that he was my husband. 

On XX/XX/XXXX we went to the branch at XXXX XXXX XXXX, XXXX, CA XXXX. We've been helped by an extremely nice and helpful banker, XXXX XXXX NMLS ID XXXX, phone number XXXX. He checked the notes on my account and discovered that a representative from the citi fraud prevention department wrote on my account that the funds were transferred from my cousin, not my husband 's and my joint account. I guess, the language and cultural barrier prevented him from understanding that a husband and a wife could have different last names. 

We submitted all the paperwork ( our passports, marriage certificate, driver licenses, XXXX XXXX checkbook with both our names, joint tax return for the last year, and our children 's birth certificates ) at the branch and were assured that the account will be reopened in the same magical " 48 hours ''. Well, 48 has passed, and nothing has changed. 

I feel that Citibank discriminates against me for being a woman in a marriage. 

The fraud prevention department 's other solution was " wait 60 days and we will send you a check, '' which doesn't work for me. The amount is too large for me to risk being stolen from the mail. I do want access to my money for these 60 days. 
These are my funds and I need them. 

I contacted citibank executive resolution unit XXXX claim # XXXX, which requested all my documents again. I submitted them again. 
Nothing. 

I called their fraud department again XX/XX/XXXX, they claimed that they are not aware of any documents Ive submitted, and that I went to a bank, although the banker called them directly, gave his id and security code, confirmed that we showed him all the documents, and made copies of them. I ask for a supervisor and was promised a call as soon as he us done with another line. Nobody called again. 

Their standard response is " wait 48 hours, wait 15 days, wait for 60 days ''. All I want at this point is for Citibank to reverse the transaction and send the money back to my XXXX XXXX account, which they refuse to do. They are holding my money and refuse to give them back.

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