Consumer complaint received 2018-12-11
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:
Citibank checking account closure XX/XX/XXXX... ... ....

In late XX/XX/XXXX I went to Citibank at XXXX XXXX XXXX  in XXXX XXXX, California and put my Citibank checking account of almost 20 years into my revocable trust. All went smoothly. I had had this account through XXXX since XX/XX/XXXX when Citibank acquired XXXX inXX/XX/XXXX. The account # was changed at that time to account ending in XXXX. In early XX/XX/XXXX, I received a letter dated XX/XX/XXXX saying that Citibank would be closing my checking account onXX/XX/XXXX. I immediately called Citibank Customer Service and was told that because I had not answered their previous letter I was told that the closing process had already started and I had no recourse and the account would be closed onXX/XX/XXXX. I told them I had not received a previous letter. They suggested I call the branch.

Throughout XX/XX/XXXX I called the branch a few times. I called the branch in the next couple days after receiving the XX/XX/XXXX letter and talked with a branch employee who said she would look into the issue and would get back to me. No one got back to me so I called again a few days later, now the second week of XX/XX/XXXX. I talked with XXXX XXXX  on that call and she said she would look into it again, that I shouldn't worry because she was quite sure they would not close the account. Ms. XXXX told me she would get back to me. No one got back to me. I called again on XX/XX/XXXXand talked again with XXXX XXXX who told me she would send me something overnight to sign but I told her I was traveling again over the Holiday. She said that she would send me something by email, something that I could send in electronically from my email while traveling. I received nothing. She told me she would be away starting the following Monday but that I shouldn't worry.

During the first week of XX/XX/XXXXI received a letter dated XX/XX/XXXX saying the account had been closed and included a check for the balance in my account. I called the bank on Monday,XX/XX/XXXX or Tuesday, XX/XX/XXXX and talked with XXXX  who seemed to know that people with trust accounts were having their accounts closed because " Citibank did not have the resources to administer these trusts ''. He said he would look into the issue and call me back. He did not call me back. On Monday, XX/XX/XXXX I called and XXXX XXXX   answered the call and she was confused about what she had told me but finally said that those she had checked with had told her the account would not be closed and that I had fulfilled all information needed ( which must have been done in XX/XX/XXXX when I first opened the account because I never gave any additional information ). Ms. XXXX  seemed annoyed that I could not be pleased by her offer to try to make me happy now that the account was closed.

I have never bounced a check for the 30 years that I have had this account. I have had to change automatic deposits and payments. I have moved my money to a credit union checking account. Is this the way a bank should treat a customer after having a continuous account with no problems for 30 years?

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