Consumer complaint received 2023-06-29
Company: CITIBANK, N.A.
State: TX
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
I opened a Citi Accelerate Savings Account on XX/XX/2023 because of their attractive offer of 3.85 % APY ( back then ) plus {$150.00} or {$300.00} bonus if you met certain requirements. I opened it with a {$48000.00} transfer from another savings account I had with XXXX XXXX. Five ( 5 ) days later I transferred an extra {$520.00} into it. On XX/XX/XXXX I withdrew {$2500.00} and {$5000.00} respectively from it ( Citi ) to invest them in two different REITs. 
Up to that point, everything was working fine. Something I noticed a bit strange is that on XX/XX/2023I received no accrued interests, contrary to how other banks operate. Somebody from customer service via chat told me that I had to wait until XX/XX/2023 ( one month after I opened the account ). At that moment the accounts interest rate was 4.05 % APY. 
On XX/XX/2023 my account had a current balance of {$41000.00}. That morning, I tried to transfer {$10000.00} to another Savings account I have in XXXX XXXX. I used my work computer, which has an integrated VPN ( company related ). The transfer wasn't completed and suddenly I got this message indicating that for security purposes it couldn't be completed. I then attempted to make the same transfer from XXXX XXXX and at least the transfer request worked with no problems. When I tried to log into my Citi account, I was notified that my online access was blocked, but I could call the number the appeared in the back of my ATH card. 
First time I called, I was later transferred to Fraud Prevention Dept. The lady in charge asked me several questions about the transfer ( when and where I made it, what device I was using, was it by means of a VPN, etc. ) and told me that I should receive a call during the afternoon with a resolution on the investigation. I didn't receive any, so I called a second time in the evening but Fraud Prevention Dept was already closed. 
Next day I called at XXXX but when I was communicated to Fraud Department I couldn't understand a word of what the Customer Rep was saying ( his accent was from another country ). I had to call a second time and that's when I was finally notified that my account was closed and that I should receive a letter by mail in the " next days '' indicating what happened, together with an official check ( which I assume it will be the same {$41000.00} with no interests and no bonus ). 
Something that I noticed very strange is that the 4 times I called and explained them what I was trying to do, they always were asking me " Where the money is coming from? '' I had to explain over and over that I wasn't transferring money into Citi, but from Citi. So, what I assume is that they suspected that I was doing some sort of money laundering, especially given the fact that I am XXXX and probably my accent lifted some red flag to them. On XX/XX/2023 I called again for a status on the mailed letter and the check, but the Fraud Dept. Rep told me that their department doesn't have ownership of my case and it might take within 30 to 60 days for the bank to close the account and an extra 10-14 business days to receive my check. Are you kidding me??? Do they think I can wait 2 months to recover my money??? It was all a misunderstanding! In addition, will they open me a record in XXXX that could affect me when opening accounts in other banks??? 
That same day I opened a claim with OCC. Case number XXXX. They told me that I need to wait 10 business days after XX/XX/2023 for Citi to provide them an answer. 
I called Citis Fraud Prevention Dept last week trying to figure out if I could communicate with someone from Back Office ( since I was told they are the ones that close accounts ) but that was useless. They dont talk directly with clients. A supervisor also told me that the reason they closed my account is because somehow they noticed that the {$10000.00} transaction was being originated from several places at the same time. They thought my account was being hacked and for security reasons they proceeded to close it. I even tried to explain what really happened to that supervisor, but it was all useless. 
Finally, I would like you to read this page which has similar complaints of other customers that have been deceived like me : https : //www.depositaccounts.com/banks/reviews/citibank.html. This has to stop! Thanks for your understanding and help.

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 non-monetary relief