Consumer complaint received 2023-04-20
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On the night of XXXX XXXX I tried to make an order from the website https : XXXX for the amount of {$120.00}. I tried to pay with my business card from CITIBANK. This transaction wasn't approved. Next morning, on XXXX XXXX, I received a call from the fraud department of CitiBank. I didn't answer it because my phone was turned off overnight. 
When I heard their message I right away called back it probably was XXXX min after I received their call. The agent asked me a few questions and informed me that my account was open and I could use it. 
Almost right away I tried to order from the same website again ; however, again my purchase didn't go through. I called CitiBank again and, after talking with the representative, I had been promised that someone from the fraud department would call me the same day. 
No one called me back. 
On Monday, XX/XX/XXXX, the first thing I did was to call the bank, however they continued to transfer me from one person to another without being able to provide me any information of why my account was blocked, or to answer any of my questions in a manner that satisfied me, or even made sense, or how long it will take for things to resolve. Each agent continued to tell me that they belong to the fraud department and, somehow, they seem to be all supervisors even. 
It is important for me to mention that the account Im talking about is a business account of 5 years ; that my account was always in good standing, and that I did have sufficient money in the account to cover all my purchases. I had also made purchases on this website before and the amount that I was charging was about {$120.00} USD, not a major purchase of thousands of dollars. 
At the end of several days and many attempts at trying to get information regarding my account and my situation with the bank, with my money locked up and an utter inability to do anything on my part, I was promised that someone would call me back within the next 48 hours. 
Such a call never happened, and I never received any pertinent information. I thought that the issue was that I ordered from a website that is not American, but I was never advised about anything I could understand. While all this was happening, I also needed to transfer {$9000.00} from my XXXX XXXX  account to the CitiBank account in question. 
On Thursday, XX/XX/XXXX, I called the bank, yet again, to try to obtain information to understand where or what the issues were but, after talking to agents, and what were said to be managers, all I was told was that my account had been closed, without any other explanation or reasoning. That was the supposed fate of all my Citi accounts, business and private. To this day, Wednesday, XXXX XXXX, I have yet to be given any reason why my accounts were blocked, closed and or removed. All I know is that the last person I spoke to merely said that I will receive a letter of explanation as to the reasons for my account closures. I was also told all the money would be released between 60-90 days. I have yet to receive a letter explaining sensibly any reasons for my accounts being closed and Im still waiting for my funds to be released. 
This entire ordeal left me in utter shock and unable to respond or react in any way at first. 
On the days I called, even just to find out that the wire transfer of {$9000.00} was received, no one would give me any information about it, so, naturally I felt worried and scared. I didnt know if Id have my money at all at any time. This really worried me and truly scared me very much! 
I live in the California mountains, and there is no citibank here. I was only able to visit a CitiBank branch on XX/XX/XXXX or XXXX and all I got from the representative there, at the Citibank in XXXX XXXX, was the same story about needing to receive a letter explaining the situation. The representative was very nice and tried to help and call different departments to help me to understand what was going on but, in the end, once more, she couldnt help me at all. 
When I asked for {$9000.00} I continued to hear that I will see this money in 60-90 days. 
Around XX/XX/XXXX I received a letter from CitiBank. Alas, this letter didnt provide me any information as to the reasoning for closing my account or anything else that could help me understand anything at all. Naturally, I find myself extremely disappointed in the overall performance of this bank and its personnel. 
Today XX/XX/XXXX, I still dont know why my Business account was closed. The bank now is not answering because my debit card is not working. I am still missing almost {$10000.00} and paying interest to other banks as I couldnt use this money. 
I am very disappointed with the bank closing accounts, without providing reasons and solutions for their customers, specifically business ones as some deals got canceled. 
I am still in the process of recovering from all this situation that will take at least another 2 months. 
Looking forward for your support

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