Consumer complaint received 2023-11-28
Company: CITIBANK, N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I opened an account with Citibank on Saturday XX/XX/XXXX and deposited {$37000.00}. Subsequently, another {$55000.00} deposit was made on XX/XX/XXXX. All these deposits were loan paybacks to me. 

On XX/XX/XXXX, I was notified VIA email that Citibank is having a problem with the checks that were deposited and they were closing my account. I visited the branch to understand the issue and was told by XXXX ( banker ) that I needed to call the fraud department to discuss the situation. I called the fraud department and was told that I need to have the check issuer call the fraud department to validate the checks. The check issuer of the checks called the fraud department on XX/XX/XXXX and validated all checks, and he was told that everything was cleared, no additional action was needed on our end. 

I called the fraud department on XX/XX/2023 to follow up and confirm that everything was clear. After spending 80 minutes on a call and merging the call with XXXX ( banker ), we were told that the fraud department investigated the situation and will be reinstating the account on Tuesday XX/XX/XXXX as Monday XX/XX/XXXX was a Holiday. I called the fraud department on XX/XX/XXXX to follow up and was told that they couldnt reinstate the account because they didnt have any notes or records from the check issuer calling in. I requested the check issuer to call in again and record the whole conversation so he can send me proof of calling. The check issuer sent me the recorded conversation with CitiBank where he verified all checks. I called the fraud department again after receiving the recording and was informed that the maker called from a number they couldnt verify. 

After multiple calls, on XX/XX/XXXX I decided to go in person to the branch located at : XXXX XXXX XXXX XXXX NY XXXX. The check issuer went with me and he brought his articles of incorporation along with his ID to prove his identity. We spoke to a banker representative named XXXX XXXX and she took the information and advised they would contact me within 48 hours. I never received any phone calls. 

Since I was not contacted, I decided to go into the branch again on XX/XX/XXXX. This time, I met with the branch manager, her name was XXXX XXXX XXXX and she told me I needed to come back with the check issuer once again along with 2 valid IDS and bank statements from his account showing the funds were taken. 

Once again, we came back on XX/XX/XXXX to meet XXXX XXXX and brought all of the requested documents. She told me I would get a call within 48 hours. Again, I never received a call and went back on XX/XX/XXXX to get an update, this time I was told that she could not help me and I needed to follow up with the Fraud Department as she was just " the middle person ''. 

I am seeking help to resolve this matter, I have exhausted every resource and followed up numerous times without any success and it seems like it would be an endless situation. I feel that I have just been robbed for {$92000.00} without any explanations whatsoever and being thrown around by CitiBank Corporation. 


Your immediate assistance regarding this matter would be more than greatly appreciated.

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