Consumer complaint received 2023-04-10
Company: CITIBANK, N.A.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
In XXXX Citibank sent me notification via text and email about charges and asked if I authorized them. I relayed to Citibank that I had not authorized the charges and was told the charges would not be approved and Citibank would get in touch with me. Citibank never got in touch with me so I contacted them and was then informed that almost all the funds were missing from my account. I received numerous reasons why the funds were gone. Citibank first told me I withdrew the funds to the tune of almost {$11000.00}. I asked for verification of this as there was no way I withdrew the funds and there had to be video and some kind of ID verification surveillance of whoever did this. I was then told it was a mobile withdrawal via apple pay, when I countered with XXXX XXXX does not let you withdraw such a high amount, they told me they would look into it. Again Citibank never contacted me, I contacted them and was told the funds were found in a account called XXXX, which I never authorized. I then informed Citibank that I want my funds back ( both ) that were not authorized in the alert they sent me about a pending transaction and my funds being placed in what I learned is their own investment banking which I never authorized. Citibank then said they would close the account and send the funds. Citibank said they sent the funds in XXXX which I never received no one signed for them and they could provide no proof of delivery. I requested to stop payment on the funds which they told me they did and would resend. I never got the resent funds. I called Citibank almost weekly, I went into the office and each time I was given the run around and told they were still looking in it! What was being looked into for resending funds? When I went into the bank they said they could not release the funds and would call the department that had access to the funds but could not reach anyone. To the point even the branch manager at Citibank couldn't reach this department that was to send me my funds! I found out through one of my numerous calls to Citibank enquiring about when I would receive my funds information about complaining to the Executive Unit which is supposed to directly report to the president. I sent this unit all my details and my complaint and guess what? Didn't hear from them either ( maybe once without me reaching out first )! I have record of four months after logging my complaint with the executive response unit is that they released funds on stopped checks, two months after the check was stopped! They then asked me to sign a stop payment form ( six months after the fact ) on the checks, knowing they were cashed and knowing a stop payment was done in XXXX prior to the checks being cashed. The checks were cashed two months and a day later after I filed my complaint with the executive response unit! and after a stop payment was issued!!! The signature didn't even match and it appears it went into some marketing place not even a bank!!!! I want the full amount that Citibank owes with which is to the tune of over XXXX!!!

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