Consumer complaint received 2023-01-10
Company: CITIBANK, N.A.
State: TX
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
XX/XX/22 - I opened an Online Citibank Savings Account and transferred XXXX from my personal checking account as a deposit. I received email confirmations of the new account creation and transfer request. 
XX/XX/22 - XXXX  was taken out of my bank and deposited to the savings account. I was able to connect the Citibank savings account to my online Citibank credit card account to monitor the transfer and deposit. 
Mid XX/XX/XXXX2022 - I was not able to access the Savings account online. I called Citibank and was told my savings account was in the process of being closed by XXXX ( Fraud Department ). I had not received any notice via email or mail about this. I was told that once the account was closed, I would receive a check of my funds which would take at least 30 days. 
XX/XX/22 - I called XXXX ( XXXX option 4 ). Spoke w/ XXXX who said the account still wasn't closed yet and had his manager expedite the process in order to get the check refund again after 30 days of closure. 
XX/XX/22 - Called RDI again. Was told by XXXX that the account was closed on XX/XX/22 and it no longer showedXX/XX/1000 and an electronic refund was sent back to my bank on XX/XX/22 but he would not give me the transaction number. I was told to contact my bank for further assistance. I called my bank and spoke with XXXX who stated there was no evidence of any attempted deposit/transfer of any funds from Citibank to my checking account. I called XXXX again and was transferred to the Dispute Department. I was told that due to the $ amount, I would have to mail Proof of Ownership of my bank account ( XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, TX XXXX ) to receive the return of funds. No Dispute number was given to me. 
XX/XX/22 - I mailed the above to the address given. No one contacted me despite providing all my contact information. 
XX/XX/22 - I called the Dispute Department and XXXX stated I was given the wrong address and to mail the Proof of Ownership to XXXX Citibank XXXX XXXX, XXXX XXXX, TX XXXX. This time I sent it by certified mail for it to arrive on XX/XX/22. Again, I did not get any response from Citibank. 
XX/XX/22 - I called the Dispute Department, was transferred to XXXX at XXXX Department who then transferred me without my knowledge to XXXX Fraud Department. To my bad luck, I get XXXX again who tells me he can not give me any details about the closed account and that I would have to get my bank to contact XXXX to resolve since this is a " bank to bank '' issue. He also told me I can not do a dispute with Citibank in order to get my funds back. I called my bank and XXXX started an escalation on my behalf to see what can be done. 
XX/XX/22 - Representative from my bank stated there's nothing they can do without any transaction number/details from Citibank of the refund. 
Citibank has consistently given me incorrect or no information at all as to the forced closure of the savings account and the process to get my money back. I have been sent in circles since XX/XX/XXXX 2022.

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 monetary relief