Consumer complaint received 2020-01-02
Company: CITIBANK, N.A.
State: MA
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
I opened two savings accounts between XXXX and XXXX, To fund the first account, i transferred funds from my XXXX savings and I also had a partial salary deposited every week. The second account was funded with a wire transfer for {$300000.00} from XXXX XXXX. Around XX/XX/XXXX, I attempted to transfer XXXX. the transfer was held and i was told for a review which will last between 24-48 hours. once the time elapsed, I called customer service to find out the account was blocked for fraud and my online access revoked. I inquired about the steps to take to resolve the issue and i was told I had to wait for a letter in the mail that will arrive between 30-60 days which was unacceptable to me as i had urgent needs for my money. I called every day between XX/XX/XXXX and XX/XX/XXXX. The letter eventually arrived on the XXXX of XXXX and what the letter said was for me to call the number that i had been calling since the XXXX and that my accounts were blocked. So, after countless phone calls, two supervisors advised that i needed to go to a local branch to get my funds sooner. I live in MA where Citibank has no branches. The nearest branch is in Connecticut, 180 miles from where i live. So because i needed the funds, i agreed to drive to Connecticut to take care of the situation. by the way they blocked my account because of fraud but yet i initiated every single conversations i had with the bank. No one has called me to ask questions about the accounts, the funds, paperwork, nothing. So, before driving 180 miles to CT, I had a supervisor from the fraud department call the branch to ensure that i will not have any issues closing my accounts. The supervisor spoke to XXXX and i spoke to him as well to be assured that i could close the accounts and take my money. So I rented a car and drove the 180 miles and when I got there, The rep, XXXX XXXX, called the same fraud department that advised me to go to a branch, to have them remove the block and they refused. Citibank is holding my money under the guise of " fraud '' but on their advise, i physically drove 180 miles to a branch and they would not close my accounts or give me my money. 
Now, on Monday XX/XX/XXXX, I called again and the representative told me she could not talk to me because i was unable to verify my account numbers. Mind you i had called between XX/XX/XXXX and XX/XX/XXXX and me not being able to verify the account numbers was never an issue. They would normally ask other questions. Now no representatives or supervisors would talk to me about my accounts, my money until i verify account numbers I don't have and cant obtain because they blocked my access to online banking. yet again they recommended that i go to a branch to get the account numbers which is the same branch i drove 180 miles to get to and nothing was resolved. As of XXXX XXXX, I still do not have access to my {$32000.00} : Rent is due, Tuition is due, bills are due and I have no idea why my funds are being held. the last time i was able to speak to a rep, i was told to wait for a check but i was physically at a branch where they could have just cut me a cashier 's check for my money. this situation has caused me a lot of stress and aggravation. Citibank ruined the holidays for me and my family and and they are about to ruin my credit. Sadly, they just don't give a 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