Consumer complaint received 2021-07-27
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 transferred {$15000.00} from XXXX XXXX to my new Citi checking account. However, the funds never appeared in the Citi account. 

I opened an account with Citi on XX/XX/XXXX. For my initial deposit, I chose to charge my XXXX XXXX account {$15000.00}. Soon after I had initiated this deposit from Citi 's website, I saw the funds debited from my XXXX XXXX account. I attached two screenshots of XXXX XXXX, my XXXX XXXX XXXX statement, and a confirmation email from Citi, all showing that the transfer happened. However, this was the last time I had this money. It has been missing ever since. 

In the days following XX/XX/XXXX, I received two phone calls from Citi that I was unable to answer since I was at work. Then I received another email, saying the transfer could not be deposited and that it would be returned. ( Also attached. ) Apparently, these phone calls were to confirm my identity before allowing the transfer. Since I could not answer, it was cancelled and sent back. The problem is, my XXXX XXXX deposit account had been closed, so it was not able to receive the returned funds. I tried calling Citi support several times. They said they would send the money back to me. But in fact, they only tried to transfer it yet again to the closed account. After talking with XXXX XXXX support, they sent me an email saying, in part : " Hi __, After reviewing your account, I can see that your direct deposits were rejected and can confirm the funds will be returned to the originator of this deposit within 3-5 business days of the posting date. 

In order to help locate the funds, I have attached a PDF to this email showing the rejected direct deposits and the return trace IDs. 

With that said, your XXXX XXXX and direct deposit account have been deactivated. You may continue using XXXX XXXX to send and receive payments. '' The PDF that came with that email is also attached. It shows that Citi attempted to return the transfer on XX/XX/XXXX, but it was rejected. This has led me to conclude that the missing funds are still somewhere in Citi 's system. 

In the months since, I have been on the phone with Citi countless times trying to get this worked out. This customer service experience has been hideous, to say the least. I've gotten almost nowhere over the phone. I always talk with people who can barely understand me, and also seem very unconcerned that {$15000.00} is missing. They have been dismissive, and quick to tell me that I am wrong and that there is no {$15000.00} and I don't know what I'm talking about. I tried scheduling a video appointment with a banker. A person named XXXX XXXX was supposed to meet with me on XX/XX/XXXX. But he was a no-show. 

In all my phone calls, at one point a case was opened and then closed. I received a letter saying that there is no {$15000.00}. In another call, I was transferred to a representative named XXXX, who was actually very helpful. As soon as I told her what was wrong, she was very concerned and did everything she could to help. Unfortunately, this issue is not part of her department. But she did say that she could see on my account what happened and that I was right. She told me that there was a department who was waiting to hear from me and that she would transfer me. However, once transferred, I talked to another dismissive, unhelpful person who told me I was wrong, and that this was an issue for another department. XXXX told me that she works for Citi Priority customer service. Go figure. 

Finally, I wrote a letter to Citibank containing all of the details found here. That was almost two months ago and I never got a response.

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